The document discusses the evolving landscape of customer relationships and emphasizes the importance of speed and preparation in business. It highlights the impact of technology and data on customer interactions, asserting that companies must understand and connect with their customers effectively. Additionally, it critiques traditional business models and underscores the need for personalization and agility in responses to consumer journeys.

1. Not Everything That
Disrupts is Disruptive.
The Future of Customer Relationships.

2. Jeremy Waite
Head of Digital Strategy, EMEA
@JeremyWaite
Jeremy.Waite@Salesforce.com

3. 1. Work harder than anyone else.
2. Be better prepared.
3. Have more research up your sleeve.
The Best Business Advice, Ever.
@Tom_Peters

4. “Companies are no longer competing against each other,
they are competing against speed”. Marc @Benioff

6. “
CLAYCHRISTENSEN
INNOVATION CAN HURT,
IF YOU’RE NOT THE ONE DOING THE
DISRUPTING”.
DISRUPTIVE

7. +

8. Apps AnalyticsCommunityMarketingServiceSales
Connect To Your Customers In A Whole New Way
Customer Success Platform

9. 16 Years of Disruption
& Technology Shifts

10. We Help Your Customers Love You
Build Profitable Relationships, Faster.

11. 1MPH
$200m
1%
$3Bn
0:03
$256Bn
“Machines should be nothing more
than tools for extending the powers of
the humans who use them”.
Thomas Watson Jnr.

16. David Marcus
CEO $FB Messenger

17. 80% EXECUTIVES ARE
OVERWHELMED.
“
”
75% EXECUTIVES ARE
EMOTIONAL.
“
”

18. UNKNOWN KNOWN
1 : Many Marketing 1 : 1 Customer Journeys
Building Loyal Relationships, Faster.
​ From Personification to Personalisation

19. 77% OF CONSUMERS DON’T WANT A
RELATIONSHIP
“
WITH A BRAND.”

20. Image by @JeremyWaite | Originally Created by Bloomberg Businessweek @BW | Data: @Interbrand
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Best Global Brands 2000 - 2015
#1
#2
#3
#4
#5
#6
#7
#8
#9
#10
Food, Drink & Tobacco Technology and Electronics Business Services & Diversified Automotive Media and Telecoms| | | |
COCA-COLA
MICROSOFT
IBM
INTEL
NOKIA
GE
FORD
DISNEY
McDONALDS
AT&T

21. #FaradayFuture

23. “Affordable transportation as
reliable as running water.
Everywhere. For everyone”.
NOT DISRUPTIVE

24. UBER IS THE MOST
ETHICALLY
“
CHALLENGED
PETERTHIEL
COMPANY IN SILICON VALLEY”.

25. "We're in a political campaign, and the candidate is Uber
and the opponent is an asshole named Taxi.” @TravisK

26. UBER IS THE MOST
IMPORTANT
“
COMPANY
BILLGURLEY
EVER CREATED”.

27. BANKRUPT

28. “2016 is the year that traditional businesses will fight back”. Forrester

31. Avis Budget Group Inc. $CAR v @Uber Drivers
​ Disrupting Yourself
Yahoo Finance
1Billion Rides
via
1M Drivers
(Dec 2015)
[Over 50% businesses use <20% of their customer data]

33. How Does UBER Work?

34. Customer Experience

35. Disruptor Story
My Trip to Copenhagen
Focused on Experiences
Environment, Feeling, Context
Focused on Tasks
A to B, Collect Money

36. Your Customer…
How Do You Fair?
First account
Education funding
Car financing
Marriage
Property
Short term investing
Savings
Budgeting
Variable payments
Daily cash
Long term investing
Fixed transactions
Retirement planning
Wealth transition
Bill payments

37. Precision Marketing
Building A Customer Company

38. • Unified customer view
• Apps built disruptor fast CloudMobile Profile
Personal
• Connect the total lifecycle
• Machine learning at scale
Big Data
Predictive
• Enriched profile
• Employee productivity
CommunitiesSales Service
Contextual
• Proactive insights flow
to everyone
AnalyticsJourneys Flow
Proactive
Precision Marketing
Building A Customer Company

40. There’s No Such Thing As…
@Scobleizer
#BigData

41. 5B
Smartphones
by 2017
550M+
Social Networks,
Blogs & Forums
(inc. Dark)
Monitoring Customer Journeys
Volume. Velocity. Variety. Veracity…
2.5
Quintillion
bytes of data
every day
Social
CustomerPurchase
Connected

42. Monitoring Customer Journeys
Building A Customer Company in Real-Time
Real-Time Events
Rich Contextual Data
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0101010110000100101101110
0010000100010001101110110
0010001111101001010101011
0000100101101110001000010
0010001101110110001000111
1101001010101011000010010
11011100010000100010001
Analyse
Compute The Perfect Response
Deliver The Precise action
Proactively and In Context

43. Customers Are On A Journey
“90% of the consumer buying journey now crosses 5 channels”. Google

44. TECHNOLOGY IS
NOTHING.
“
WHAT’S IMPORTANT IS THAT YOU
”
WONDERFUL
STEVEJOBS
HAVE FAITH IN PEOPLE, THAT THEY’RE
BASICALLY GOOD AND SMART,
AND IF YOU GIVE THEM TOOLS,
THEY’LL DO SOMETHING
WITH THEM.

45. One Sentence Business Model
I’m going to do ,
to make better,
as measured by ,
and is worth .
Created by @JeremyWaite

46. THE GOAL IN BUSINESS IS NOT TO“
SIMONSINEK
TO PEOPLE WHO NEED WHAT YOU HAVE
IT IS TO DO BUSINESS WUTH PEOPLE WHO
BELIEVE
SELL
WHAT YOU BELIEVE”.

48. thank y u
@JEREMYWAITE | @SALESFORCE | SLIDESHARE.NET/JEREMYWAITE
Spark?

49. Watch. Read. Follow
@JeremyWaite