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#CNX16
How To Get the Most Out of
Your Marketing Cloud Premier
Success Plan
Sean Considine
Solution Advisor
Forward-Looking Statements
​ Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
​ This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or
if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the
forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any
projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies
or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology
developments and customer contracts or use of our services.
​ The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for
our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of
growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed
and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand,
retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history
reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could
affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly
report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC
Filings section of the Investor Information section of our Web site.
​ Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may
not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently
available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Premier Success Plans
Customer success
Support
Training
Customer success
Support
Training
Customer success
Support
Training
Configuration
New Customer Engagement Model
Community
Technical
Support
Training
Success
Resources
(Success Manager,
Success Specialist)
​ Power of the Cloud Services
Accelerators
Adoption & Expertise Support
Premier Success
Account
Executive
#CNX16
Success Resources
Success Resources
Getting Started Journey
•  Premier Onboarding call
•  Step-by-step Setup Guide & Workbooks
•  Getting Started Webinar Series
•  Weekly Office Hours
Premier Expert Hours
•  1 Hour Webinar w/ Product Mgrs & MVPs
•  “MC Connector, Journey Builder Integration”
•  “MC Accelerators to Enhance Implementation”
Premier Communities & User Groups
•  Interact and learn from industry peers
•  Moderated by SFMC Experts
Circles of Success
•  Small group clinics with customers
•  60 -90 minute live interactive discussions
•  “Marketing Cloud Automation Studio”
•  “Optimize Social Listening w/ Social Studio”
Success Manager Engagements
•  Request access to pool of Success Managers via CFL
Assist
•  Short term 1:1 coaching sessions, access to product
expertise
•  Topics: best practices, product adoption, training
Marketing Cloud Accelerators
•  Choose from a menu of accelerators
•  Receive value-based deliverables from Success Specialists
•  Fast project completion delivers business outcomes
60 Minute Interactive Sessions
Focused on Adoption-related Topics
Small Group Virtual Discussions
with Other Marketing Cloud Users
Hosted by Marketing Cloud Experts
Circles of Success
​ Register for a Circle Here!
Premier Expert Hours
Exclusive Access for Premier Customers!
•  Monthly webinars, featuring Marketing Cloud
Product Managers, MVPs and Industry Experts.
•  Learn about the latest Marketing Cloud features
and roadmap, see live demos, and join the
conversation.
Marketing Cloud User Groups
Premier Expert Hour & User Groups
Network Share Connect
•  Customer-organized groups that meet to network,
share ideas and get tips on how to get the most
out of the Marketing Cloud.
Success Communities
​ Ask Questions and Get Fast Answers
​ Interact with Your Industry Peers
​ Moderated by Marketing Cloud Experts
​ Join the Success - Salesforce Marketing Cloud
Log In with Your
Marketing Cloud Credentials
Select Collaboration
Search for Success
Marketing Cloud
#CNX16
Accelerators
Enhance your team’s skills while solving
key business challenges
Specialists provide
hands on guidance
Develop best-practices
proficiency
Focused on
meeting your KPI’s
Accelerators
Fast, focused engagements
that speed business results
NEW
Reporting Configuration & Automation
Included with Premier Plan
Email Segmentation Configuration & Automation
Data Import Configuration & Automation
Journey Builder Base
Triggered Email for SOAP API
Standard Tracking Extracts Configuration
Included with Premier+ Plan
✓
✓✓✓
Accelerators
Marketing Cloud Accelerators for social coming with Winter `15 release!
​ Targeted Engagements That Deliver the
Results Your Business Demands
Focused on a
unique and specific
customer need
Delivered by
Specialists
Provides a set of
value-based
deliverables
Delivers Customer-defined
Business Outcomes
Social Listening and Analyze
Social Studio Engage
#CNX16
Enhanced Support
Get Fast Expert Response with 24x7 Global Support
Infrastructure / R&D
SUBMIT
CASE BY
PHONE
Customer Logs Case
TIER 2
TIER 3
SUBMIT
CASE
ONLINE
1-Hour Initial Response for Critical Issues and 365x24x7 Phone Coverage
Technical Support Model
Designated Contacts:
​ Escalate a Case
Help & Training Administrator
​ Sees All Cases and Training Analytics
To designate a Help & Training Admin:
Open a case. Include person’s name, Marketing Cloud user name, and role.
We recommend restricting Help & Training Administrators to System
Administrators and Designated Contacts.
Support Best Practices for Fast Issue Resolution
#CNX16
Premier Online Training
Help & Training Portal is Your Home Base
Contact Support
Marketing Cloud Community
Premier Online Training
Knowledge Base
Documentation
And much more!
Go to help.salesforce.com
Accessing the Premier Online Catalog
View Data as a
Chart or Grid
Standard
Reports
Using Training Analytics
#CNX16
Configuration Services
Increase Your Capacity with Configuration Services
Configuration Services
Categories / Tasks
Description
Email and Mobile Account Configuration and Customization
Business Units Create business units within a parent account
Sender Profiles Create sender profiles to assign to send definitions
Data Extensions Create data extensions with fields and data types to facilitate sending or data
storage
Lists Create lists to facilitate sending
Groups Create groups by segmenting a list
Headers and Footers Extract the header and footer content assigned to an account to enable
customer review/modification
Delivery Profiles Provide methods to manage headers and footers via delivery profiles
Account Settings Review account settings within Administration to ensure proper
configuration, and customize settings as needed
Roles Create roles and assign enabled permissions as requested
Send Logs Create send log data extensions with additional fields as needed
Send Classifications Create and configure send classifications with specific sender/deliver profiles
Social Account Configuration and Customization
Keywords and Keyword Groups Mass upload keyword group names, keywords,, and queries
Source URLs Mass upload source URLs and apply to a source filter
Extend your team with
Premier+ Configuration
Services
Get Configuration Help:
Request assistance with over
a dozen routine configuration
updates like creating sender
profiles, lists and groups, and
data extensions. Simply tell
us your business
requirements, and our team
of experts updates your
instance of the Marketing
Cloud.
#CNX16
Additional Resources
How to Find Additional Technical Documentation
Search an expansive library of technical documentation at help.exacttarget.com
How to Find Documentation and Knowledge Articles
Use the search function to
locate helpful
documentation and
knowledge articles
Refine search results using
the filter in the left
navigation
Click on search results to
view resources
Resources
3 Key Takeaways
Join and participate in
Premier Central
Community and Expert
Hour webinar series
Make training a key part of
your Salesforce solution for
all roles and at every stage
of your implementation
Provide as much detail as
possible on each Case and
choose the appropriate
channel and severity
1 2 3
#CNX16
Questions?
Join Us For Dreamforce 2016
October 4-7, 2016 | San Francisco, CA

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CNX16 - How To Get the Most Out of Your Marketing Cloud Premier Success Plan

  • 1. #CNX16 How To Get the Most Out of Your Marketing Cloud Premier Success Plan Sean Considine Solution Advisor
  • 2. Forward-Looking Statements ​ Safe harbor statement under the Private Securities Litigation Reform Act of 1995: ​ This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. ​ The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. ​ Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. Premier Success Plans Customer success Support Training Customer success Support Training Customer success Support Training Configuration
  • 4. New Customer Engagement Model Community Technical Support Training Success Resources (Success Manager, Success Specialist) ​ Power of the Cloud Services Accelerators Adoption & Expertise Support Premier Success Account Executive
  • 6. Success Resources Getting Started Journey •  Premier Onboarding call •  Step-by-step Setup Guide & Workbooks •  Getting Started Webinar Series •  Weekly Office Hours Premier Expert Hours •  1 Hour Webinar w/ Product Mgrs & MVPs •  “MC Connector, Journey Builder Integration” •  “MC Accelerators to Enhance Implementation” Premier Communities & User Groups •  Interact and learn from industry peers •  Moderated by SFMC Experts Circles of Success •  Small group clinics with customers •  60 -90 minute live interactive discussions •  “Marketing Cloud Automation Studio” •  “Optimize Social Listening w/ Social Studio” Success Manager Engagements •  Request access to pool of Success Managers via CFL Assist •  Short term 1:1 coaching sessions, access to product expertise •  Topics: best practices, product adoption, training Marketing Cloud Accelerators •  Choose from a menu of accelerators •  Receive value-based deliverables from Success Specialists •  Fast project completion delivers business outcomes
  • 7. 60 Minute Interactive Sessions Focused on Adoption-related Topics Small Group Virtual Discussions with Other Marketing Cloud Users Hosted by Marketing Cloud Experts Circles of Success ​ Register for a Circle Here!
  • 8. Premier Expert Hours Exclusive Access for Premier Customers! •  Monthly webinars, featuring Marketing Cloud Product Managers, MVPs and Industry Experts. •  Learn about the latest Marketing Cloud features and roadmap, see live demos, and join the conversation. Marketing Cloud User Groups Premier Expert Hour & User Groups Network Share Connect •  Customer-organized groups that meet to network, share ideas and get tips on how to get the most out of the Marketing Cloud.
  • 9. Success Communities ​ Ask Questions and Get Fast Answers ​ Interact with Your Industry Peers ​ Moderated by Marketing Cloud Experts ​ Join the Success - Salesforce Marketing Cloud Log In with Your Marketing Cloud Credentials Select Collaboration Search for Success Marketing Cloud
  • 11. Enhance your team’s skills while solving key business challenges Specialists provide hands on guidance Develop best-practices proficiency Focused on meeting your KPI’s Accelerators Fast, focused engagements that speed business results NEW
  • 12. Reporting Configuration & Automation Included with Premier Plan Email Segmentation Configuration & Automation Data Import Configuration & Automation Journey Builder Base Triggered Email for SOAP API Standard Tracking Extracts Configuration Included with Premier+ Plan ✓ ✓✓✓ Accelerators Marketing Cloud Accelerators for social coming with Winter `15 release! ​ Targeted Engagements That Deliver the Results Your Business Demands Focused on a unique and specific customer need Delivered by Specialists Provides a set of value-based deliverables Delivers Customer-defined Business Outcomes Social Listening and Analyze Social Studio Engage
  • 14. Get Fast Expert Response with 24x7 Global Support
  • 15. Infrastructure / R&D SUBMIT CASE BY PHONE Customer Logs Case TIER 2 TIER 3 SUBMIT CASE ONLINE 1-Hour Initial Response for Critical Issues and 365x24x7 Phone Coverage Technical Support Model
  • 17. Help & Training Administrator ​ Sees All Cases and Training Analytics To designate a Help & Training Admin: Open a case. Include person’s name, Marketing Cloud user name, and role. We recommend restricting Help & Training Administrators to System Administrators and Designated Contacts.
  • 18. Support Best Practices for Fast Issue Resolution
  • 20. Help & Training Portal is Your Home Base Contact Support Marketing Cloud Community Premier Online Training Knowledge Base Documentation And much more! Go to help.salesforce.com
  • 21. Accessing the Premier Online Catalog
  • 22. View Data as a Chart or Grid Standard Reports Using Training Analytics
  • 24. Increase Your Capacity with Configuration Services Configuration Services Categories / Tasks Description Email and Mobile Account Configuration and Customization Business Units Create business units within a parent account Sender Profiles Create sender profiles to assign to send definitions Data Extensions Create data extensions with fields and data types to facilitate sending or data storage Lists Create lists to facilitate sending Groups Create groups by segmenting a list Headers and Footers Extract the header and footer content assigned to an account to enable customer review/modification Delivery Profiles Provide methods to manage headers and footers via delivery profiles Account Settings Review account settings within Administration to ensure proper configuration, and customize settings as needed Roles Create roles and assign enabled permissions as requested Send Logs Create send log data extensions with additional fields as needed Send Classifications Create and configure send classifications with specific sender/deliver profiles Social Account Configuration and Customization Keywords and Keyword Groups Mass upload keyword group names, keywords,, and queries Source URLs Mass upload source URLs and apply to a source filter Extend your team with Premier+ Configuration Services Get Configuration Help: Request assistance with over a dozen routine configuration updates like creating sender profiles, lists and groups, and data extensions. Simply tell us your business requirements, and our team of experts updates your instance of the Marketing Cloud.
  • 26. How to Find Additional Technical Documentation Search an expansive library of technical documentation at help.exacttarget.com
  • 27. How to Find Documentation and Knowledge Articles Use the search function to locate helpful documentation and knowledge articles Refine search results using the filter in the left navigation Click on search results to view resources Resources
  • 28. 3 Key Takeaways Join and participate in Premier Central Community and Expert Hour webinar series Make training a key part of your Salesforce solution for all roles and at every stage of your implementation Provide as much detail as possible on each Case and choose the appropriate channel and severity 1 2 3
  • 30. Join Us For Dreamforce 2016 October 4-7, 2016 | San Francisco, CA