Meaningful Experiences Accelerating business success BAASS Connect 2015

@baassbiz #BAASSConnect15 Does your organization differentiate on customer experience? Or do you think this doesn’t matter to you? BAASS Connect 2015

@baassbiz #BAASSConnect15 BAASS Connect 2015 Guides Drives Updates Informs Firms of the Future

Survey Looks to The Firms of the Future 4 Performance metrics that define business excellence  Aberdeen Group researched 104 companies, studying overall sales effectiveness and, specifically:  How they organise customer-centric data  Provide access to data to customer-facing personnel  Streamline the holistic management of accounts BAASS Connect 2015

The Firms of the Future Defining the Group 5 Performance metrics from 104 companies  Segmented according to sales capabilities  Best-in-Class – the top 20%  Industry Average – the middle 50%  Laggards – the bottom 30% BAASS Connect 2015

The Firms of the Future Looking at Outcomes 6  Performance metrics from these companies  The top 20% - “Best in Class”  Customer retention - 94% (vs. 81% Average and 19% Laggards)  Year-on-year increase in Net Client Value % (vs. 1.0% Average and 1.9%  Laggards)  Year-on-year overall sales target achievement % (0.3% Average and 0.7%  Laggards) BAASS Connect 2015

The Firms of the Future Looking at Outcomes 7 BAASS Connect 2015

Accelerating business success Deriving value from IT projects BAASS Connect 2015

Accelerating business success Deriving value from IT projects “Build long term success for our customers” Joe Arnone BAASS Connect 2015

A theory of human motivation Where is your business at? BAASS Connect 2015

Where is your business at? In a world of customer experience BAASS Connect 2015

In a world of experience Helping better your customers BAASS Connect 2015

Helping better your customers So they can become a better business BAASS Connect 2015

“We need to make all our customers aware of the FOUNDATIONAL importance of CRM” Zainab Salihi, BAASS BAASS Connect 2015 Helping everyone Become a better business Where’s your “business head” at right now ?

@baassbiz #BAASSConnect15 Strategy Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015 BAASS can help you Become a better business

@baassbiz #BAASSConnect15 Strategy Attract New Business Sell Products & Services Look after your customers Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015 BAASS can help you Become a better business

@baassbiz #BAASSConnect15 Strategy Health Check your “base systems” Review needs for additional elements Build the plan(s) for next steps Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015 BAASS can help you Become a better business

@baassbiz #BAASSConnect15 Strategy Defined phases of business success Supporting marketing, sales & service Aligned to your business’ ROI Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015 BAASS can help you Become a better business

@baassbiz #BAASSConnect15 Defined phases of business success Supporting marketing, sales & service Aligned to your business’ ROI For SALES - X% increase in the leads managed by sales X% increase in the number of cross/up sells to existing customers X% increase in sales productivity Building your Business Case BAASS Connect 2015 Becoming a better business

@baassbiz #BAASSConnect15 Defined phases of business success Supporting marketing, sales & service Aligned to your business’ ROI For SERVICE- X% increase in the number contracts renewed each year X% increase in the average contract value X% increase in customer service productivity? Building your Business Case BAASS Connect 2015 Becoming a better business

@baassbiz #BAASSConnect15 For MARKETING - X% increase in the number of responses generated by marketing campaigns X% improvement in the lead-to- opportunity conversion rate X% reduction in avoidable marketing spend Building your Business Case BAASS Connect 2015 Becoming a better business Defined phases of business success Supporting marketing, sales & service Aligned to your business’ ROI

Confidenc e Accelerate sales Knowledge Forecast Productivity Visibility Intelligence Profitability Intuitive Faster Mobility Efficiency Insigh t Growt h BAASS Connect 2015

@baassbiz #BAASSConnect15 BAASS Connect 2015

@baassbiz #BAASSConnect15 BAASS Connect 2015

@baassbiz #BAASSConnect15 BAASS Connect 2015 “… digital transformation isn’t really about the technologies” It’s all about you

BAASS Connect 2015 This Connected World: Your business & BAASS Working Together David Beard, Sage #BAASSConnect15