meaningful experiences accelerating business success baass connect 2015
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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