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Basecamp Stockholm - Tiffani Bova presentation
The document discusses priorities and challenges for small and medium sized businesses to drive growth, highlighting that the top priorities are growing revenue through existing customers and acquiring new customers, while standing out from competitors requires speed in getting to the future before customers through personalized experiences across all touchpoints using technology and artificial intelligence. However, the reality is that most companies fall short of customer expectations for experiences and internal problems around processes and people alignment between teams is a barrier to optimizing sales and growth.
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Basecamp Stockholm - Tiffani Bova presentation
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- 3. Developing Your GrowthIQ 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 forSMBs 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 forSMBs 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 GroupStudy + 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 YouStand Out From the Crowd?
- 9. ‘“We need toget to the future before our customers do and welcome them when they arrive.’’ Speed
- 10. The New ConnectedExperience 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 toget 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? CustomerExpectations Have Forever Changed 1990s Reactive Today Predictive 2000s Proactive
- 13. ‘“We need toget 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 withAI 76% of consumers expect personalized experiences 1-to-Many 1-to-1 Salesforce State of Connected Customer 2018
- 15. Engage Across theEntire Consumer Journey Consumer DrivenBrand Driven Engagement Driven
- 16. • 68% ofC-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 areblurring between B2C and B2B. It is now ‘B2E’: Business to Everything, Everyone and Every Experience.”
- 18. That is theOpportunity – Here is the Reality
- 19. Source: Salesforce, ConnectedCustomer 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 havea technology problem. We have a people and process problem.” @Tiffani_Bova
- 21. “85% of executivessurveyed, 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, Serviceand 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% ofconsumers 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 witha ‘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 yourGrowth 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