Tiffani Bova presentation from Basecamp Stockholm Closing keynote.

1. FILM
Story of Sales

3. Developing Your Growth IQ
How to Grow Your Business
@Tiffani_Bova
Tiffani Bova, Growth & Innovation Evangelist
WSJ Bestselling Author, Growth IQ

4. “Change is inevitable. Growth is optional.”
John Maxwell, Author & Entrepreneur

5. #1 Priority for SMBs is Growth
60%
Grow
Revenue
Top Performers:
Provide consistent experiences
across channels
Give reps single customer view
Engage proactively with
customers
Source: SMB Group Study + State of Sales, State of Marketing

6. #2 Priority for SMBs is New Customers
55%
60%
Grow
Revenue
New
Customers
Top Performers:
Share goals between sales &
marketing
Use customer data to create
targeted experiences
Prioritize analytic insights
Source: SMB Group Study + State of Sales, State of Marketing

7. Source: SMB Group Study + State of Sales, State of Marketing
#3 Priority for SMBs is Profitability
55%
46%
60%
Grow
Revenue
New
Customers
Profitability
Top Performers:
Create self-service channels
Use customer data to create
targeted experiences
Use AI & Automation

8. How Do You Stand Out From the Crowd?

9. ‘“We need to get to the future
before our customers do and
welcome them when they
arrive.’’
Speed

10. The New Connected Experience Mandate
• Relevant & personal marketing
• Blend the digital and physical
worlds
• Identify consumers at every
touchpoint & channel
• Work everywhere
• Add new value all the time
• Deliver moments of “wow”

11. ‘“We need to get to the future
before our customers do and
welcome them when they
arrive.’’
Speed
“My business needs to exploit
new capabilities from
innovation.’’
Technology

12. The Impact? Customer Expectations Have Forever Changed
1990s
Reactive
Today
Predictive
2000s
Proactive

13. ‘“We need to get to the future
before our customers do and
welcome them when they
arrive.’’
Speed
“My company needs to exploit
new capabilities from
innovation.’’
The Customer
“The Customer is
far more disruptive
than technology.’’
Technology

14. Personalize Everywhere with AI
76%
of consumers expect
personalized
experiences
1-to-Many
1-to-1
Salesforce State of Connected Customer 2018

15. Engage Across the Entire Consumer Journey
Consumer DrivenBrand Driven Engagement Driven

16. • 68% of C-Suite executives expect organizations to
emphasize CX over products in the future.
• 67% of customers will pay more for a great
experience.
• Analysis shows that companies that excel in the
customer experience grow revenue 4-8%
above their market.
• 82% of business buyers want the same
experience as when they’re buying for
themselves.
Customer Experience Has Proven to be a Great Competitive
Differentiator

17. @Tiffani_Bova
“The lines are blurring
between B2C and B2B.
It is now ‘B2E’: Business to
Everything, Everyone and
Every Experience.”

18. That is the Opportunity – Here is the Reality

19. Source: Salesforce, Connected Customer
51%
say most companies
fall short of
their experience
expectations
57%
have stopped buying
from a company
because a competitor
provided a better
experience

20. “We don’t have a technology
problem. We have a people
and process problem.”
@Tiffani_Bova

21. “85% of executives surveyed, and a full 94%
of those running companies with more than
$5 billion in revenue, said that internal, not
external, obstacles keep their companies from
growing profitably.”
Source: Bain & Company, GrowthIQ

22. Marketing, Sales, Service and Partner/Alliances not aligned
Start with the People and Processes (Inside-Out)
Disconnected Teams:
Marketing, Service and
Sales are siloed
Disconnected Experiences:
Buyer Needs vs. Internal
Processes
Disconnected Metrics:
Goals are misaligned

23. • 64% of consumers are willing to pay more for
simpler experiences.
• Only about 22% of businesses are satisfied with
their conversion rates.
• 44% of sales organizations list ‘Optimize Sales’ as
a top sales objective.
• 54% of sales organizations do not formally align
their sales process, other aspects of how they sell,
to the specific journey taken by customers.
Optimize Sales

24. • Start with a ‘beginners mind.’
• Build your growth map based on context.
• Don’t chase your perceived competition.
• Combine the paths that fit your customers and
capabilities.
• Your differentiation will be your mental model.
• Empower each other. It starts with you.
Growth is a Thinking Game

25. Continue boosting your Growth IQ
Read the Research.
Watch the Movie.
https://www.salesforce.com/research/
Learn the Future of Sales
https://www.slideshare.net/Salesforce/th
e-future-of-sales-109140449
Read the Book: Growth IQ
http://tiffanibova.com/GrowthIQ