Advantage tour SMB keynote, auckland

“Know precisely what I want”“Engage with me at exactly the right time” “Personalize everything” The New Customer Experience Customers Demanding a New Experience Your Customer... Win More

Thank You

Small Businesses Have a Bigger Seat at the Table

Technology is Shifting Customer Expectations

Your Customer

“Know precisely what I want”

“Engage with me at exactly the right time”

“Personalize everything”

The New Customer Experience

Customers Demanding a New Experience

Your Customer

Customer Experience is The New Battlefield

36%

2011

Companies expecting to compete mostly

on the basis of customer experience.

89%

2016

Putting customer experience at the heart

of your business, how do you do it?

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer Experience

With a complete CRM solution

Find Customers Faster

Stuart Cowdell

Commercial Manager

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer Experience

With a complete CRM solution

Find Customers Faster

Win More Customers

Keep Customers Happier

…But Are Those Paths Ending in Purchase?

Almost half of B2B marketers and sales reps are struggling to stay relevant

of marketers are struggling to

personalize customer

interactions

of sales reps feel they do not

have the right information

before making a sales call

Source: Forrester Research, Lattice Engines/CSO Insights

You Must Speak the Language of the Customer

Knowing your buyer is key to agile marketing and selling

Pardot Marketing Automation by Salesforce

Drive sales with intelligent, adaptive marketing

Target the best leads with your most relevant offers

Create the easiest path to purchase for each buyer

Align sales & marketing together to close deals faster

+

Pardot

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer Experience

With a complete CRM solution

Find Customers Faster

“I love spending my time on data entry”

- Said no sales rep, ever

Information Overload

36

Times an Hour

Unavailable


Never in the right place

at the right time

So little insight


Who, what, when, where, why?

So much signal


Dilutes what you truly

need to focus on

Siloed and Fragmented

36

Times an Hour

Unavailable


Never in the right place

at the right time

So little insight


Who, what, when, where, why?

So much signal


Dilutes what you truly

need to focus on

79 %

Of Opportunity Data Never

Makes it in the CRM

No Actionability and Impact

Unavailable


Never in the right place

at the right time

So little insight


Who, what, when, where, why?

So much signal


Dilutes what you truly

need to focus on 30,0Emails Per

28

Hours Per Week

89 %

Of Managers Believe 
 Reps Can’t Keep Up

CRM of the Future is Intelligent

Logging Reactive

Relationship Management

Automating Proactive

Relationship Intelligence

Meet the New Salesforce

Complete CRM that’s ready to grow with you

A whole new way to sell

Sales Cloud

Lightning Experience

NEW

Meet the New Salesforce

Complete CRM that’s ready to grow with you

Instant email productivity

for
Sales Cloud

Meet the New Salesforce

Complete CRM that’s ready to grow with you

Track when email is viewed

Enabled

Your first step with CRM

for
Small Business

A whole new way to sell

&

Win More Customers

Keep Customers Happier

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ClassPass at the start

96%

4%

87%

13% 92%

“With a $60M Revenue Run Rate, ClassPass May Be The Next Uber”

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ClassPass lands $12 Million with Series A

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Subscription Fitness Club ClassPass Launches in Nashville

ClassPass now available in Philadelphia

Stay Fit: ClassPass Debuts In Vancouver & Toronto

ClassPass Has Landed in London!

With $40 Million In Recent Funding, ClassPass Hires Revenue and Marketing Execs

ClassPass is a Customer Company

Real-time

Instant visibility for managers

Vancouver

Toronto San Francisco

London New York

Kathy Knox

Director of Studio Partnerships • ClassPass

Visibility into Pipeline Leverage Team’s Network Close Key Studio

&

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer Experience

With a complete CRM solution

Find Customers Faster

Win More Customers

Keep Customers Happier

Customers Who Leave Don’t Tell You Why

Retention is critical at every stage–from startup, through growth, and into maturity

Source: Ruby Newell-Legner “Understanding Customers”

4%

of dissatisfied customers make

complaints

91%

of customers simply never
 come back

Today We Measure the Health of Everything

Contextual data provides the insights to change behavior and take action

Car Health Home Health Your Health

How are you measuring the health of

your customers?

Smart Customer Service, Out-of-the-Box

Customer Health Monitor

Predict retention risks to keep

customers happy and grow

Agent Productivity Tools

Resolve issues quickly, every time

360° Customer View

Create consistency between

sales and service teams

Luxe Video

Fall in love with parking 


through on-demand valet service

Win More Customers

Keep Customers Happier

Be Ready to Grow

Create Your Amazing Customer Experience

With a complete CRM solution

Find Customers Faster

Gareth Berry

CEO

We’re Committed to Your Success

Talk with your account teams

Join our Success

Communities Talk to experts in

the SMB Area

thank y u