Re-imagining technology to put people first

Where the heart is

Salesforce.org is the social heart of salesforce.com, empowering tens of thousands of non-profits and educational institutions through technology, grants and volunteering programmes, Richard Young told delegates at TechSmart 2019.

“Our goal is to enable each and every one of our customers, partners, grantees and community members to create more impact in the world.”

“More than 80% of people you deal with say that experience is the most important thing and it’s important these days to break away from a traditional marketing approach such as newsletters – you have to change and move forward.”

The average person is carrying three connecting devices with them and has yet more devices at home, says Richard, “you have to look at your different audiences and you have to change your marketing efforts to match the device they are using at the time – whether at home or outside. Find out where your people are and connect with them wherever they are.”

Many non-profits face significant organisational changes as they are often using multiple systems and have siloed people and data, which need to be broken down. “You must have a co-ordinated system to increase engagement with your constituents,” says Richard.

Salesforce.org: Our path to impact

  • Technology for social change
  • Investment in the EMEA region through grants
  • Community of citizen philanthropists (three million volunteer hours)
  • Impact

“Use digital technology to optimise donations and volunteering, and personalise very interaction; make meaningful connections at every stage of the constituent’s journey by staying relevant with intelligent personalisation at scale,” says Richard.

Leverage Einstein AI to drive better interactions

  • Einstein-Powered Experiences: Orchestrate every interaction with the power of AI
    Intelligent and Actionable Insights: Listen, interpret, and respond to constituent intent
    Right Content, Right Channel: Personalise based on attributes, preferences, and location
    Constituent Rights and Trust: Create authentic communications based on consent

It is important to engage at every touchpoint through the constituent’s journey, says Richard, “by personalising journeys from awareness to advocacy; using data dynamically to tailor your message; integrating email, mobile, ads, social, web and apps; and breaking down silos to connect and engage with people right across your organisation.”

Intelligent marketing helps build relationships and will blaze your trail to success