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Increasing Customer Wallet Share

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dreamforce2006
dreamforce2006

SunTrust Bank uses Salesforce to streamline its sales process, improve relationship planning, and increase cross-LOB partnerships. This has led to increased fees, referrals, loans, and wallet share. Wells Fargo's Consumer Credit Group implemented Salesforce to better leverage online leads, provide timely customer response, and improve sales agent productivity. It has helped scale processes and retain market share through integrated sales across channels.

Economy & FinanceTechnology
1 of 31
Increasing Customer Wallet Share Dushyant Pandya, salesforce.com VP, Product Strategy Track: Financial Services
Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]
Agenda ,[object Object],[object Object],[object Object],[object Object]
Financial Services Firms Are Choosing On-Demand
Financial Services Industry Trends Trends Competitive Pressure Rapid Change Approach Focus on Organic growth Simplicity for customers Goals
Increasing Wallet Share to Increase Profitability The average cost for acquiring a new customer: $3,500 US Source: American Bankers Association Source: Deutsche Bank Research 2005 Attract New Customers and Grow Successful Relationships Number of services used Margin Index Years Contribution Margin Customer Tenure The Importance of Customer Retention
Challenges to Growing Revenue Ineffective Selling Weak Lead Generation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Common Sales Problems Poor Visibility ,[object Object],[object Object],[object Object],Poor Productivity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Rick Davis Senior Vice President and Manager, Commercial Information Services [email_address]
SunTrust Bank Profile ,[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Banking EMPLOYEES: 35,000 GEOGRAPHY: Southeast US PRODUCT(S) USED: SFA, Service & Support # USERS: 2700
Key Strategy and Business Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solution: Drive Consistent Sales Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],SunTrust RM productivity is in top two quintiles in the industry
Solution: Relationship Planning ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solution: Cross LOB Partnership: 360 Degrees ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Relationship Manager incentives are directly tied to new business production, portfolio profitability and cross-LOB partnership
Improvement in Lead Relationships ,[object Object],[object Object],[object Object],[object Object]
Result: Increased Wallet Share ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key Success Factors ,[object Object],[object Object],[object Object],[object Object],[object Object]
Basil Fedynyshyn VP, Consumer Credit Group
Wells Fargo Bank Consumer Credit Group Profile ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: Banking EMPLOYEES: 153,500 GEOGRAPHY: US PRODUCT(S) USED: SFA, Service & Support # USERS: 335
Key Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS
Lead & Campaign Management WF.com & 3 rd parties sites WF Marketing Auto Dialer Auto Assignment Inbound ( Direct, Internal Transfer ) & Outbound ,[object Object],[object Object],[object Object],Introduction
Contact Management Task Reminders CTI Dialing & Auto Noting ,[object Object],[object Object],[object Object],[object Object],Follow-up Communications Customer & Account Systems
Pipeline Management Event Monitor / Task Creator ,[object Object],[object Object],[object Object],Task Monitoring & Escalation Loan Processing System
Results ,[object Object],[object Object],[object Object]
Key Success Factors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]
Dushyant Pandya VP, Product Strategy Rick Davis Senior Vice President and Manager Basil Fedynyshyn Consumer Credit Group QUESTION & ANSWER SESSION
Don’t miss … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 211, #### For example, “ Session 211, 5555 ” Session ID: 211 Session ID # Scores for 4 categories SMS Voting powered by:

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Increasing Customer Wallet Share

  • 1. Increasing Customer Wallet Share Dushyant Pandya, salesforce.com VP, Product Strategy Track: Financial Services
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  • 4. Financial Services Firms Are Choosing On-Demand
  • 5. Financial Services Industry Trends Trends Competitive Pressure Rapid Change Approach Focus on Organic growth Simplicity for customers Goals
  • 6. Increasing Wallet Share to Increase Profitability The average cost for acquiring a new customer: $3,500 US Source: American Bankers Association Source: Deutsche Bank Research 2005 Attract New Customers and Grow Successful Relationships Number of services used Margin Index Years Contribution Margin Customer Tenure The Importance of Customer Retention
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  • 8. Rick Davis Senior Vice President and Manager, Commercial Information Services [email_address]
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  • 18. Basil Fedynyshyn VP, Consumer Credit Group
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  • 29. Dushyant Pandya VP, Product Strategy Rick Davis Senior Vice President and Manager Basil Fedynyshyn Consumer Credit Group QUESTION & ANSWER SESSION
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