Customer 2.0 Is Mad as Hell
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Customer 2.0 Is Mad as Hell

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If your inside sales team isn't striking the right chord with business prospects, you're not alone. Customer 2.0 has had it with outdated sales tactics and just isn't going to take it anymore. This ...

If your inside sales team isn't striking the right chord with business prospects, you're not alone. Customer 2.0 has had it with outdated sales tactics and just isn't going to take it anymore. This independent, busy, distracted, and opinionated buyer has something to say and it's time for salespeople to listen, understand, and know how and why they make decisions.

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Customer 2.0 Is Mad as Hell Customer 2.0 Is Mad as Hell Presentation Transcript

  • Customer 2.0 is Mad as Hell
    Brought to you by
  • How to Participate
    Submit your questions in the GotoWebinar presentation window
    Follow along and share your thoughts on Twitter at #TCClive
  • About JosianeFeigon
    Josiane Feigon, CEO of TeleSmart Communications
    Author of Smart Selling on the Phone and Online
    Email: Josiane@tele-smart.comPhone:415-543-6537
    Voted Book of the year by AA-ISP
    TeleSmart Communications
    All Rights Reserved 2011
  • Free Book Giveaway!
    “I have read 100+ sales books in 20 years and yours was the most practical and useful I have ever read. I am buying a copy for all my reps. Bravo!”
    TeleSmart Communications
    All Rights Reserved 2011
  • Agenda for Webinar
    Yesterday’s Customer 1.0
    Customer 2.0 Has Arrived
    Care Instructions #1-14
  • Customers are Mad as Hell!
    TeleSmart Communications
    All Rights Reserved 2011
    7
  • Yesterday’s Customer 1.0
    They were loyal, dependable, predictable and patient.
    They took the time to sort through lots of information and data
    They sat through long presentations, read through lengthy proposals and granted meetings and long lunches
    They answered their phones or returned messages
    They took risks on unknown companies with unknown products because they wanted to be the hero
    They requested follow-up and reminder sales calls to keep the sale moving along
    They rarely gave out their phone number or email address
    TeleSmart Communications
    All Rights Reserved 2011
    8
  • The Customer 2.0 Has Arrived
    TeleSmart Communications
    All Rights Reserved 2011
    9
  • Care Instructions- #1: They Travel Light
    TeleSmart Communications
    All Rights Reserved 2011
    10
  • Care Instructions- #2: They Check Out Your Social Graph
    78%of consumers trust peer recommendations
    14% trust advertisements
    TeleSmart Communications
    All Rights Reserved 2011
    11
  • Care Instructions- #3: They Know More than You Do
    TeleSmart Communications
    All Rights Reserved 2011
    12
  • Care Instructions- #4: They Prefer Their Own Purchase Channels
    TeleSmart Communications
    All Rights Reserved 2011
    13
  • Care Instructions- #5: They are Influenced by Peers
    TeleSmart Communications
    All Rights Reserved 2011
    14
  • Care Instructions- #6: They are Motivated by Fear
    TeleSmart Communications
    All Rights Reserved 2011
    15
  • Care Instructions- #7: They Like to Self-Educate
    • Webinars
    • White papers
    • Newsletters and Ezines
    • Blogs
    • Ebooks
    • Slideshare
    • Industry research
    • Case studies
    • Competitive benchmark
    • YouTube video
    • Podcast
    • Testimonials - Success stories
    9 out of 10 buyers say that when they are ready to buy, they will come looking for you
    TeleSmart Communications
    All Rights Reserved 2011
    16
  • Care Instructions- #8: They Cancel Appointments
    TeleSmart Communications
    All Rights Reserved 2011
    17
  • Care Instructions- #9: They Buy Based on Trigger Events
    TeleSmart Communications
    All Rights Reserved 2011
    18
  • Care Instructions- #10: They Look for an Immediate ROI
    TeleSmart Communications
    All Rights Reserved 2011
    19
  • Care Instructions- #11: They Expect You to Write Well
    • Blog Comments
    • LinkedIn Discussions and Q&A
    • User Group Forums
    • Tweet streams
    • Scripts for YouTube video
    • Texting Appointment Confirmations
    • Testimonials - Success stories
    TeleSmart Communications
    All Rights Reserved 2011
    20
  • Care Instructions- #12: The Expect You to Do Your Homework
    TeleSmart Communications
    All Rights Reserved 2011
    21
  • Care Instructions- #13: They Mobilize with Smart Phones
    TeleSmart Communications
    All Rights Reserved 2011
    22
  • Care Instructions- #14: They are Virtually Connected
    TeleSmart Communications
    All Rights Reserved 2011
    23
  • Free Resources
    • ebook- Smart Selling on the Phone and Online
    • ebook - Smart Selling to the People with the Power to Buy
    • ebook - Smart Selling Tools for Inside Sales 2.0
    • Newsletter- Monthly newsletters
    • White Papers- Trend Reports, In/Out Lists, Selecting an Inside Sales Vendor
    • YouTube-
    • Webinars/Roundtables-
    • Blog- Cubicle Chronicles
    • Linkedin - TeleSmart Selling Group
    TeleSmart Communications
    All Rights Reserved 2011
    24
  • And the Winner Is…
    TeleSmart Communications
    All Rights Reserved 2011
    25
  • Q&A: How to Participate
    Follow along and share your thoughts on Twitter at #TCClive
    Submit your questions in the GotoWebinar presentation window
  • TeleSmart Communications
    All Rights Reserved 2011
    Who is TeleSmart?
    “The TeleSmart 10 methodology for inside sales is like Miller Heiman methodology for field sales.”
    • We understand the dynamics of selling in the small, mid-sized and enterprise markets.
    • We train all inside teams- lead dev, telesales, chat, inside sales or renewals.
    • We teach managers to identify skill gaps and coach for increased performance and drive revenues.
    • We work with both direct and indirect selling models and structures.
    • Global Fortune 500 clients such as VeriSign, Autodesk, Agilent, Cisco and Harte-Hanks have adopted the TeleSmart 10 methodology for their global inside sales organizations.
    • We are one of the pioneers in sponsoring the Sales 2.0 conference
    • We’ve been entrenched in the SaaS space for 20 years.
    • We work with globally disbursed inside sales teams - EMEA, Latin America, AsiaPac, Australia, or India.
    • We raise the bar in most Inside Sales Organizations, transforming and motivating the way teams sell over the phone and on-line.
    • We certify teams, managers and trainers on our telesales-centric training methodology; The TeleSmart 10 - Sales Booster Series.
    • Email: Josiane@tele-smart.comPhone:415-543-6537
  • Thanks for Joining Us
    This webinar will be available on-demand at www.TheCustomerCollective.com. Stop by to learn more and share your comments.
    Connect with our panelists on The Customer Collective using the search function: