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Advantage Tour - SMB Keynote, Melbourne

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Advantage Tour - SMB Keynote, Melbourne

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Advantage Tour - SMB Keynote, Melbourne

  1. 1. Tom Karemacher
 Vice President, Small Business, ANZ SMB Keynote: Learning from Fast Growing Businesses tkaremacher@salesforce.com
  2. 2. Thank You
  3. 3. Finance Small Businesses Have a Bigger Seat at the Table Transportation MediaHealth Retail
  4. 4. Technology is Shifting Customer Expectations Mobile Cloud Data-driven Your Customer
  5. 5. “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
  6. 6. Customer Experience is The New Battlefield 36% 2011 Companies expecting to compete mostly on the basis of customer experience. 89% 2016
  7. 7. Putting customer experience at the heart of your business, how do you do it?
  8. 8. Win More Customers Keep Customers Happier Be Ready to Grow Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster
  9. 9. Dominic Tolledo Vice President Global Sales
  10. 10. Win More Customers Keep Customers Happier Be Ready to Grow Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster
  11. 11. Win More Customers Keep Customers Happier Be Ready to Grow Find Customers Faster Ginger Kidd Marketing Manager, Small Business, ANZ
  12. 12. Marketing Sales Marketing Today, Buyers Forge Their Own Paths Sales
  13. 13. …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 48% 42%
  14. 14. You Must Speak the Language of the Customer Knowing your buyer is key to agile marketing and selling Smart Timely 1 to 1
  15. 15. 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 +
  16. 16. Pardot
  17. 17. Win More Customers Keep Customers Happier Be Ready to Grow Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster
  18. 18. “I love spending my time on data entry” - Said no sales rep, ever
  19. 19. Information Overload 36Times 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. 28Hours Per Week 28Hours per week reading and answering emails
  20. 20. Siloed and Fragmented 36Times 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
  21. 21. 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 28Hours Per Week 89% Of Managers Believe 
 Reps Can’t Keep Up
  22. 22. CRM of the Future is Intelligent From To Logging Reactive Relationship Management Automating Proactive Relationship Intelligence
  23. 23. Meet the New Salesforce Complete CRM that’s ready to grow with you A whole new way to sell Sales Cloud Lightning Experience NEW
  24. 24. Meet the New Salesforce Complete CRM that’s ready to grow with you Instant email productivity for
 Sales Cloud Download Today A whole new way to sell Sales Cloud Lightning Experience NEW
  25. 25. Meet the New Salesforce Complete CRM that’s ready to grow with you eloise@cloud.ie Remind me if I don’t hear back by Thursday, May 28, 2015 at 6:08 PM PDT Send later on Thursday, May 28, 2015 at 2:08 PM PDT Track when email is viewed Enabled Your first step with CRM for
 Small Business A whole new way to sell Sales Cloud Lightning Experience Instant email productivity Download Today NEW for
 Sales Cloud
  26. 26. &
  27. 27. Win More Customers Keep Customers Happier Be Ready to Grow Find Customers Faster Stephanie Barnett Small Business Solutions Engineer
  28. 28. Thousands of classes. One pass. Choose how you move No-Sweat booking Work Out, Worldwide
  29. 29. ClassPass at the start 96% 4% 87% 13% 92% 200Studio Partnerships 2Markets 15Team Members
  30. 30. “With a $60M Revenue Run Rate, ClassPass May Be The Next Uber” With $2 Million In New Seed Funding, Classivity Rebrands As ClassPass To Add Variety to Your Workout. ClassPass lands $12 Million with Series A Work Out Class-Lover, Get Excited: Introducing ClassPass Unlimited — And You Get To Skip The Line. Sample 46 Fitness Studios Around Miami with ClassPass ClassPass Comes to Denver, Workout Enthusiasts Can Try Boutique Fitness Studios 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
  31. 31. ClassPass Today 4% 96% 13% 87% 8% 7,000Studio Partnerships 34Markets 170Team Members
  32. 32. ClassPass is a Customer Company Real-time Instant visibility for managers Vancouver TorontoSan Francisco LondonNew York Baltimore 1 to 1 A personal relationship with every studio Smart Prioritization across 7,000 partner studios
  33. 33. Kathy Knox Director of Studio Partnerships • ClassPass Visibility into Pipeline Leverage Team’s Network Close Key Studio
  34. 34. &
  35. 35. Win More Customers Keep Customers Happier Be Ready to Grow Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster
  36. 36. Win More Customers Keep Customers Happier Be Ready to Grow Find Customers Faster Jane Donohoe Senior Solutions Engineer
  37. 37. 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
  38. 38. Today We Measure the Health of Everything Contextual data provides the insights to change behavior and take action Car Health Home Health Your Health
  39. 39. How are you measuring the health of your customers?
  40. 40. 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
  41. 41. Luxe Video
  42. 42. www.luxe.com Transforming the city parking experience Driving 50% growth month-over-month Support provided 40% faster via email, text, phone, and Twitter Fall in love with parking 
 through on-demand valet service
  43. 43. Win More Customers Keep Customers Happier Be Ready to Grow Create Your Amazing Customer Experience With a complete CRM solution Find Customers Faster
  44. 44. Matt Parker GM IT & Student Services
  45. 45. Grow Your Small Business
  46. 46. We’re Committed to Your Success Talk with your account teams Join our Success Communities Talk to experts in the SMB Area
  47. 47. thank y u

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