meaningful experiences accelerating business success baass connect 2015

Meaningful ExperiencesAccelerating business success

BAASS Connect 2015

@baassbiz #BAASSConnect15

Does your organization differentiate on

customer experience?

Or do you think this doesn’t matter to

you?

BAASS Connect 2015

@baassbiz #BAASSConnect15

BAASS Connect 2015

Guides

Drives

Updates

Informs

Firms of the Future

4

Survey Looks to The Firms of the Future

Performance metrics that define business excellence

Aberdeen Group researched 104 companies, studying overall sales effectiveness and, specifically:

How they organise customer-centric data

Provide access to data to customer-facing personnel

Streamline the holistic management of accounts

BAASS Connect 2015

The Firms of the FutureDefining the Group

5

Performance metrics from 104 companies Segmented according to sales capabilities

Best-in-Class – the top 20%

Industry Average – the middle 50%

Laggards – the bottom 30%

BAASS Connect 2015

6

The Firms of the FutureLooking at Outcomes Performance metrics from these companies

The top 20% - “Best in Class”

Customer retention - 94% (vs. 81% Average and 19% Laggards)

Year-on-year increase in Net Client Value - 13.2%

(vs. 1.0% Average and 1.9% ò Laggards)

Year-on-year overall sales target achievement - 11.6%

(0.3% Average and 0.7% ò Laggards)

BAASS Connect 2015

7

The Firms of the FutureLooking at Outcomes

BAASS Connect 2015

Accelerating business successDeriving value from IT projects

BAASS Connect 2015

Accelerating business successDeriving value from IT projects

“Build long term success for our

customers”Joe Arnone

BAASS Connect 2015

A theory of human motivationWhere is your business at?

BAASS Connect 2015

Where is your business at?In a world of customer experience

BAASS Connect 2015

In a world of experienceHelping better your customers

BAASS Connect 2015

Helping better your customersSo they can become a better business

BAASS Connect 2015

“We need to make all our

customers aware of the

FOUNDATIONAL importance of

CRM”Zainab Salihi, BAASS

BAASS Connect 2015

Helping everyoneBecome a better business

Where’s your “business head” at

right now ?

@baassbiz #BAASSConnect15

Strategy

Business Architectur

e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015

BAASS can help youBecome a better business

@baassbiz #BAASSConnect15

Strategy Attract New Business

Sell Products& Services

Look after your

customers

Business Architectur

e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015

BAASS can help youBecome a better business

@baassbiz #BAASSConnect15

Strategy

Health Checkyour “base

systems”Review needs for additional

elements

Build the plan(s) for next steps

Business Architectur

e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015

BAASS can help youBecome a better business

@baassbiz #BAASSConnect15

Strategy

Defined phases of business success

Supporting marketing,

sales & service

Aligned to your

business’ ROI

Business Architectur

e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015

BAASS can help youBecome a better business

@baassbiz #BAASSConnect15

Defined phases of business success

Supporting marketing,

sales & service

Aligned to your

business’ ROI

For SALES -

X% increase in the leads managed by sales

X% increase in the number of cross/up sells to existing

customers

X% increase in sales productivity

Building yourBusiness Case

BAASS Connect 2015

Becoming a better business

@baassbiz #BAASSConnect15

Defined phases of business success

Supporting marketing,

sales & service

Aligned to your

business’ ROI

For SERVICE-

X% increase in the number contracts renewed each year

X% increase in the average contract value

X% increase in customer service productivity?

Building yourBusiness Case

BAASS Connect 2015

Becoming a better business

@baassbiz #BAASSConnect15

For MARKETING -

X% increase in the number of responses generated by

marketing campaigns

X% improvement in the lead-to-opportunity

conversion rate

X% reduction in avoidable marketing spend

Building yourBusiness Case

BAASS Connect 2015

Becoming a better businessDefined

phases of business success

Supporting marketing,

sales & service

Aligned to your

business’ ROI

Confidence

Accelerate sales

Knowledge

ForecastProductivity

VisibilityIntelligence

Profitability

Intuitive Faster

Mobility

Effi

cie

ncyInsig

htG

row

th

BAASS Connect 2015

@baassbiz #BAASSConnect15

BAASS Connect 2015

@baassbiz #BAASSConnect15

BAASS Connect 2015

@baassbiz #BAASSConnect15

BAASS Connect 2015

“… digital transformation isn’t really about the technologies”

It’s all about you

BAASS Connect 2015

This Connected World: Your business & BAASS Working Together

David Beard, Sage CRM

@baassbiz #BAASSConnect15