[July 30, 2014] |
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Salesforce ExactTarget Marketing Cloud Launches the Next Generation of Journey Builder; Accelerates the Transformation of Marketing to Customer Journeys
SAN FRANCISCO --(Business Wire)--
The ExactTarget Marketing Cloud from salesforce.com (NYSE:CRM), the
world's #1 CRM platform, today launched the next generation of Journey
Builder, the comprehensive customer journey management platform to plan,
personalize and optimize 1:1 customer interactions across channels and
devices. Global marketing leaders like Microsoft (News - Alert), Sony PlayStation and
SkyMall use Journey Builder to move from campaigns to customer journeys
and deliver amazing customer experiences across sales, service and
marketing.
Comments on the news:
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"The future of marketing is the customer journey. Marketers need to
understand the complete journey people have with their brand, and how
to measure and optimize its impact on their business," said Scott
McCorkle, CEO, Salesforce ExactTarget Marketing Cloud. "With Journey
Builder, marketers now have the ability to get a more complete view of
their customers, identify where they are in the journey with their
brand, optimize every point of interaction on that journey, and
measure the impact of all customer communications."
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"ExactTarget Marketing Cloud's Journey Builder product is going to
help us get closer to our customers," said Kevin Weiss, chairman & CEO
for SkyMall. "We're building 1:1 customer journeys in real time across
all channels and devices, better serving customer needs and interests
through the joy of shopping."
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"Businesses must now invest in customer journey management to optimize
and lead customer journeys rather than reacting to new technology
trends," said Brian Solis, Principal Analyst, Altimeter Group.
"Everything begins with uncovering the journey of connected customers
and how it differs from the funnel you've organized around today's
already familiar customers."
The Future of Marketing is 1:1 Customer Journeys
Marketers today realize that every moment matters. McKinsey reports1
that more than 50 percent of customer interactions happen during a
multi-event, multi-channel journey, and journey led transformations
deliver impact across customer satisfaction and revenue growth. However,
marketers face challenges with the customer journey, as 66 percent of
companies say
they lack an in-depth understanding of their customers. In order to stay
ahead of the competition and be there to welcome customers to the
future, marketers need to shift from the campaign to the customer
journey.
Introducing the Next Generation of ExactTarget Marketing Cloud
Journey Builder
With the next generation of Journey Builder, the future of marketing has
arrived. Marketers will be able to map customer journeys to digital
marketing interactions across email, mobile, social, web, connected
products and more, to power personalized customer journeys that are
dynamically optimized based on customer engagement.
With next generation Journey Builder, marketers will be able to:
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Plan the Customer Journey with Journey Maps - When it comes time to
develop a new customer journey, Journey Builder delivers a
drag-and-drop interface that makes it easy to map the exact path
customers will experience with a brand across lifecycle stages and
channels. With Journey Maps, marketers now have an easy to use canvas
- an intuitive visual process - to map customer journeys across email,
mobile, social, web and connected devices, measure performance,
optimize for best resuls and create a holistic view of how customers
experience the brand.
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Personalize the Customer Journey with Journey Triggers - Predict and
automatically deliver the right message, channel, and timing for each
customer experience by setting up predictive intelligence triggers.
With new Journey Triggers, marketers will be able to automatically
trigger content and offers based on customer behaviors such as
abandoned shopping cart, abandoned web browser, product purchase or
affinity changes.
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Optimize the Customer Journey with Journey Metrics - New visual
analytics empower marketers to test and monitor the effectiveness of
every interaction, and visualize which channels, messages and times
are performing best, beyond just clicks and web conversions. Now
marketers will be able to track and test every part of the journey in
real time against goals using behavioral data such as purchases,
downloads, loyalty achievements and app usage.
The next generation of Journey Builder was unveiled by ExactTarget
Marketing Cloud CEO Scott McCorkle today before press and analysts in
San Francisco, and will also be featured at Connections,
the conference for digital marketers. Marketers from around the world
will attend the three-day event, which takes place September 23-25,
2014, and features keynotes from salesforce.com CEO Marc Benioff (News - Alert),
entrepreneur, musician and philanthropist will.i.am, GE SVP & CMO Beth
Comstock and DonorsChoose.org CEO Charles Best.
Global Marketing Leaders Deliver 1:1 Customer Journeys at Scale with
the ExactTarget Marketing Cloud
ExactTarget Marketing Cloud, the platform for 1:1 customer journeys,
accelerates the marketing of leading companies such as Microsoft, Sony
PlayStation and SkyMall. The ExactTarget Marketing Cloud enables
marketers to build a single view of the customer, plan and optimize the
customer journey, deliver personalized content across every channel and
device, and measure the impact on their business.
Pricing & Availability
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ExactTarget Marketing Cloud Journey Builder is generally available
today for customers. Journey Maps, Journey Triggers and Journey
Metrics are scheduled to be generally available in Q3 FY152
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Pricing starts at $5,000 per month for a subscription license, along
with tiered pricing based on the number of messages sent (CPM)
Additional resources:
About ExactTarget Marketing Cloud
The ExactTarget Marketing Cloud from salesforce.com
(NYSE: CRM) is the platform for 1:1 customer journeys, connecting
companies with customers in entirely new ways. Learn more at www.ExactTarget.com.
The ExactTarget and Salesforce names and logos are the exclusive
property of salesforce.com.
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1 McKinsey: Transforming Customer Experience: From Moments to
Journeys, Sept. 2013 http://www.slideshare.net/McK_CMSOForum/customer-experience-journey-webinar-v10-091713
2 Any unreleased services or features referenced in this or
other press releases or public statements are not currently available
and may not be delivered on time or at all. Customers who purchase
ExactTarget applications should make their purchase decisions based upon
features that are currently available
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