A New Age of Selling. Deliver amazing customer experiences and drive sales productivity

Transcription

1 Click View > Slide Master to insert a photo as a background behind the colored boxes. A New Age of Selling Deliver amazing customer experiences and drive sales productivity Guido Anterist, Director Business Development and Marketing for EMEA, Microsoft Business Solutions

2 The age of the customer Started by the explosion of social and mobile technology >1.7 billion social users >400 million tweets per day about product, services, and brands >6.8 billion on mobile 150 average number of times a person checks their phone each day

3 Customer focus brings results Companies that deliver amazing customer experiences win Customer Experience Leaders +43.0% S&P 500 index +14.5% Customer Experience Laggards -33.9% 5-year stock performance of Customer Experience leaders vs. laggards vs. S&P 500 ( ) Showing cumulative total return. Watermark Consulting, The Watermark Consulting 2013 Customer Experience ROI Study, 2012,

4 The way people buy has changed Customers are 57% through the buying process before they talk to you -CEB, The New High Performer Playbook 9 of 10 business buyers say when they are ready to buy, they will find you -IDG Enterprise

5 The way people sell needs to change Only 3% of cold calls result in an appointment whereas 67% of second-degree LinkedIn referrals result in a meeting! -Microsoft 73% of sales people using social media to sell outperform those who don t -A Sales Guy Consulting

6 Outdated technology can t help you today Originally created for reporting purposes Not designed for a social/mobile world Lack productivity capabilities

7 A modern experience will help you sell effectively Outcome-driven user experience promotes adoption Embedded business and social data power insights Collaborative selling wherever you are 7

8 How salespeople deliver amazing customer experiences to close more deals, faster Zero In. Win Faster. Sell More.

9 Zero In and focus on what matters most Salespeople are challenged to engage in new ways as customers no longer want to be sold to Sellers need quick access to vast amounts of information (corporate and external data) across multiple sources It should be easy to see what is most relevant so salespeople can prioritize their work 8% higher win rates when sales reps are provided internal AND external data -CSO Insights

10 Win Faster by creating personal, targeted experiences Customer behavior has changed and so have buying expectations Salespeople must be constantly connected and incredibly agile Social sellers are 51% more likely to reach their quotas than nonsocial sellers. -LinkedIn 10

11 Sell more when you work like a network Sales no longer happens in a silo, 37% salespeople need to tap into the power of their social, organizational networks Increase in project They need to bring together the right resources and the right people no matter where they are collaboration through the social network -Yammer Business Trends Customer Survey

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13 Bank gets an integrated CRM solution Metro Bank enables superior customer service with integrated solution Before Metro Bank aims to surprise and delight its customers who the company refer to as fans. Unfortunately, its CRM solution wasn t up to the task. Tactics With Microsoft Dynamics CRM Online, Metro Bank has a completely integrated solution that is familiar and helps employees deliver superior customer service Results Provided familiar productivity applications to employees Improved efficiency with single platform for all solutions Increased word-of-mouth references among existing customers It s all about integration. Microsoft Dynamics CRM caps the stack, but behind the scenes we make sure that Yammer drives the conversations within the business; we use SharePoint to drive our knowledgemanagement systems; and, we use Lync to surface the presence of our colleagues. Paul Marriott-Clarke, Commercial Director, Metro Bank

14 Bank implements integrated CRM solution Société Générale improves efficiency, flexibility and productivity among sales teams Before Société Générale used several solutions for tracking pertinent customer information. Unfortunately, these solutions were not userfriendly, integrated nor well-suited for banking. Tactics With Microsoft Dynamics CRM Online, Société Générale has a fully integrated solution that gives the organization the flexibility it needs. Results Improved efficiency with fully integrated solution, especially between CRM and workloads Improved CRM flexibility Greater productivity among and control over sales teams One crucial factor [in our deciding on Microsoft Dynamics CRM Online] was its integration with Outlook. People did not want to have to manage two separate calendars, and they wanted to be able to store their s in the CRM features already incorporated within Microsoft Dynamics CRM. Isabelle Dufex, Head of Institutional Client Relations, Société Générale

15 Polymer maker improves sales effectiveness with CRM Victrex supports rapid business growth with Dynamics CRM Online Before Victrex had outgrown the functionality of its CRM solution, which was no longer providing value to keep up with the organization s growth. The solution was also heavily reliant on IT. Tactics With Microsoft Dynamics CRM Online, Victrex has greater insight into business opportunities, and has given team members a solution they can navigate without IT. Results Greater insight and control over business opportunities Reduced IT administration Improved CRM self-service Greater functionality to correspond to rapid business growth The insight we re now able to gather [from Microsoft Dynamics CRM Online] is helping us identify changing market trends and spot new opportunities. James Fleming, Group IT Director, Victrex

16 Telecom consultancy replaces Salesforce.com Core Cost Management improves access to client data with Dynamics CRM Before CCM was frustrated with its CRM solution, which was not integrated with its productivity solutions, did not have advanced search features, and was difficult to use remotely. Tactics With Microsoft Dynamics CRM Online, CCM employees now have a single solution for tracking leads, managing performance and communicating with one another. Results Improved and easier access to relevant client information Reduced travel and enhanced integrated communications Greater sales performance due to increased oversight from management Microsoft Dynamics CRM Online allows us to manage, monitor, and support our sales teams remotely. When we switched to the new system, it boosted the number of calls made by the sales team because the system is integrated and easy to use. Nick Cassidy, Managing Director, Core Cost Management

17 Sales reps at Trek Bicycles ride into new era Integrated CRM solution supports customer relationships Before When outside sales reps left, it took years to rebuild the depth of knowledge they had established with the bike shops. Tactics Microsoft Dynamics CRM Online helps sales reps communicate and connect to key data like previous retailer interactions. This helps support their sales goals Results Provides complete view into customer and account information Sales reps save time gathering info for customer meetings 95% employee adoption of Yammer to drive idea sharing All of a sudden it was like, BOOM all of this information is all in the open, transparent, things were getting done because everyone had a new kind of awareness. Steve Novoselac, BI and.net development manager, Trek Bicycles 17

18 Measurable results Microsoft customers are improving sales Godrej & Boyce Manufacturing Company increased sales by 90% with improved visibility across sales applications. The Portland Trail Blazers use Microsoft Dynamics CRM to run entire sales campaigns, one of which resulted in 1,000 new season ticket holders more than $2 million in revenue in a single day. Garanti Pension and Life improved the efficiency of its individual agents by 25%, resulting in an 80% increase in net asset value. ISS Belgium increased sales conversations by 6% LV=Broker reduced sales administration time by 66% by automating previously manual tasks.

19 Why customers choose Microsoft World-class productivity & collaboration Sell effectively Secure, enterprise grade cloud Unmatched value Be productive wherever you are Work like a network Analytics for everyone User experiences that drive business results

20 Next steps How to get started in transitioning to the new way of selling Explore Participate in an immersion experience (CIE)

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