Pre-built Customer Journeys in Salesforce Marketing Cloud

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Evan Cooper
5 years ago
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Pre-built Customer s in Salesforce Marketing Cloud Improve your customer experience with pre-built customer journeys for each stage of your customer lifecycle. Pre-Built Customer s are Finally Here!

1 Pre-built Customer s in Salesforce Marketing Cloud Improve your customer experience with pre-built customer journeys for each stage of your customer lifecycle. Pre-Built Customer s are Finally Here! Are you looking for best practice campaign journeys to acquire new customers, onboard customers, engage customers, retain customers or win-back customers? Everyone is talking about customer journeys but the struggle is real! Most organisations struggle to quickly design, build and implement customer journeys. Why? Talent and cost. Introducing LAUNCH - powered by Datarati What's available Acquisition s: Ø Option 1: Prospect landing page, web form and a triggered and/or SMS journey Ø Option 2: Prospect SMS opt-in of your address journey Ø Option 3: Prospect Facebook web form and triggered and/or SMS journey Engagement s: Ø Option 1: Customer 3 part and/or SMS nurture series journey Ø Option 2: Customer birthday or anniversary journey Ø Option 3: Customer website visit triggered and/or SMS journey Lapsed s: Ø Option 1: Customer we want you back and/or SMS journey Ø Option 2: Customer we miss you and/or SMS journey Ø Option 3: Customer it's been X days since last purchase and/or SMS journey Onboarding s: Ø Option 1: Customer welcome and/or SMS journey Ø Option 2: Customer update your communication preferences and landing page journey Ø Option 3: Customer welcome nurture 4 part and/or SMS journey Retention s: Ø Option 1: Customer wish-list survey to landing page to capture products/services preferences journey Ø Option 2: Customer survey and/or SMS journey Ø Option 3: Customer who bought X also bought Y and/or SMS journey Interested to learn more? Level 5, 50 York Street Sydney 2000 Australia

2 JOURNEYS

3 ACQUISITION

4 Acquisition : Option 1 Prospect is taken to a landing page with a web form to enter their details. Fields include: First Name Last Name Mobile Real Time Immediately after submitting the form, the prospect receives a confirmation . Did prospect Prospect receives confirmation SMS Goal: Acquire prospect data

5 Acquisition : Option 2 Prospect sees an ad asking to SMS their address to opt-in to marketing. Real Time Immediately after submitting their address, the prospect receives a confirmation . Did prospect Prospect receives confirmation SMS Goal: Acquire prospect data

6 Acquisition : Option 3 Prospect sees a Facebook ad that leads to a Facebook web form to enter their details. Real Time Immediately after submitting the form, the prospect receives a confirmation . Did prospect Prospect receives confirmation SMS Fields include: First Name Last Name Mobile Goal: Acquire prospect data

7 ONBOARDING

8 Onboarding : Option 1 Customer receives welcome SMS Customer receives a tailored welcome after subscribing or purchasing a product. Did customer Goal: Onboard customers

9 Onboarding : Option 2 Customer receives an asking them to update their preferences and details. Customer clicks on the button in the and is taken to a landing page to customise their communication preferences and also update their details. Customer updates their details and submits the form. They are then taken to a confirmation thank you landing page. Goal: Onboard customers

10 Onboarding : Option 3 Customer receives a tailored welcome after subscribing or purchasing a product. 2 Days 2 days later, customer receives a second nurture . 2 Days 2 days later, customer receives a third nurture . 2 Days 2 days later, customer receives a fourth nurture . Did customer Customer receives content via SMS Goal: Onboard customers

11 ENGAGEMENT

12 Engagement : Option 1 Customer receives the first nurture in a series. 2 Days 2 days later, customer receives a second nurture . 2 Days 2 days later, customer receives a third nurture . Did customer Customer receives content via SMS Goal: Engage customers

13 Engagement : Option 2 Customer receives a personalised birthday /anniversary Goal: Engage customers

14 Engagement : Option 3 Customer receives an after visiting the website with dynamic content. Did customer Customer receives content via SMS Goal: Engage customers

15 RETENTION

16 Retention : Option 1 Customer receives an asking them to complete a survey to capture their product/services preferences. Customer clicks on the button in the and is taken to a landing page to complete the survey. Customer submits their survey results and are then taken to a confirmation thank you landing page. Goal: Retain customers

17 Retention : Option 2 Customer receives survey via SMS. Customer receives an to complete a survey on their experience. Did customer Goal: Retain customers

18 Retention : Option 3 Customer receives content via SMS. Customer receives an after making a purchase. The includes dynamic content based on customers who bought X also bought Y. Did customer Goal: Retain customers

19 LAPSED

20 Lapsed : Option 1 Customer receives content via SMS. Customer has been inactive/left the brand, and receives a we want you back . Did customer Goal: Win-back customers

21 Lapsed : Option 1 Customer receives content via SMS. Customer has been inactive/left the brand, and receives a we miss you . Did customer Goal: Win-back customers

22 Lapsed : Option 1 Customer receives content via SMS. Customer hasn t made a purchase in X days, and receives an It s been X days since your last purchase . Did customer Goal: Win-back customers

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