Short presentation for a media group in Vilnius.

1. Salesforce
2020
bill@billcarney.org
Vilnius, 2013
bill@billcarney.org
@harlemhomeboy
Saturday, 20 July 13

2. part of trying to
understand the future is
also trying to understand
the past.......
Saturday, 20 July 13

3. Anyone remember....?
1967
Saturday, 20 July 13

4. then......
• People were cheap and information
was expensive......
Saturday, 20 July 13

5. ISSUES
• Sales Cost
• Diminishing Returns
• Motivation and Reward
Saturday, 20 July 13

6. Currently the average B2B
Sales Call cost can be as
high as $600 !
range from $250-$1600
(Center for Exhibition Industry Research)
Saturday, 20 July 13

7. Saturday, 20 July 13

8. Enter Supply Chain
Management in B2B
• reduce the number of suppliers
• refine the sourcing strategy
• closer co-operation (usually on-line)
• improved efficiencies
• reduction of costs
Saturday, 20 July 13

9. 2020 ?
Saturday, 20 July 13

10. a little history for
context........
Saturday, 20 July 13

11. The Persuader
• Customer is passive and static
• Customer is an average statistic
• One way communication
• Chase ‘em!
Saturday, 20 July 13

12. Your Best Friend
• Not here to sell....from selling to helping
consume ;)
• Customer is still passive
Saturday, 20 July 13

13. Time to Bond:
Lifetime Value
• Customer still relatively Passive...
• Trusted Advisor
• Relationship Management
• CRM Support
Saturday, 20 July 13

14. Saturday, 20 July 13

15. 2008: GAME CHANGER
Saturday, 20 July 13

16. 2008: GAME CHANGER
Saturday, 20 July 13

17. April 2012:
YouTube 7YR Anniversary
✤ 60 HOURS OF FOOTAGE UPLOADED EVERY SECOND !!
✤ 4 BILLION VIEWS PER DAY !!
Saturday, 20 July 13

18. NOW it’s all about staying close to
your customer and managing the
experience.......
is the salesforce still relevant ?
Saturday, 20 July 13

19. WHITHER THE SALESFORCE?
Saturday, 20 July 13

20. The New Customer is Real
Time...and Increasingly Mobile
• Customer is often part of the value chain
• Real time contact with the company and world at
large, i.e. Twitter, Facebook et.al.
• Can leverage others - voice of your brand, i.e.
YouTube
• Price comparison capable
• Seeking Experience
Saturday, 20 July 13

21. as the customer
increasingly moves on-
line......
Saturday, 20 July 13

22. The Impact of Behavioural
Segmentation
“Cookie Magic”
• Traditional segmentation whether
geographic, demographic or psychographic
being supplemented by on-line behavioural
segmentation
Saturday, 20 July 13

23. Classic Sales Process
Obsolete?
• Prospecting
• Pre-Approach
• Approach
• Presentation
• Handling Objections
• Closing
• Relationship Mgt - “After Sales”
Saturday, 20 July 13

24. All sounds a little Old Skool , doesn’t
it?
Saturday, 20 July 13

25. FROM CRM TO CMR:
The New Paradigm
Saturday, 20 July 13

26. Customer Managed
Relationships
• Enable the Customer
• Link to Others
• Provide on-line tools
• Guide the Experience
Saturday, 20 July 13

27. Will be Commonplace by
2020........
• Using Big Data
• Using Neuroscience to Sell
• Field Sales Force to shrink except in growth
markets
• Less about WHAT you do and more about
HOW you do it
• Consultative role to grow
Saturday, 20 July 13

28. And now in this corner....
• Salesforce.Com
• Siebel
• Jive
• Kana
• Demand Media
• Attensity
Saturday, 20 July 13

29. So what can’t the
customer manage?
• New Tech and New Tech Applications
• Category / Application Best Practice
• Service
• Internal Company Network Navigation
Saturday, 20 July 13

30. • Check stock
discrepancy ?
• POS Merchandising
• Slot Negotiation ?
• New Product Intro
• Order Facilitation?
• “Press the Flesh” ?
• Relationship
Management ?
• Monitor Social
Networks and
Internet Chatter
• Email Follow Ups
• 24-7-365
• On-Line Availability
• Internal Facilitator
• Availability on
demand
FROM TO
Saturday, 20 July 13

31. The Emerging “Sales” Role
• Product / Service expert
• Personal Shopper, i.e. knowledge based
• Facilitator
• Account Development
• Account Maintenance
• Account Growth (CRM assisted)
• Customer Training
ALL IN REAL TIME!
Saturday, 20 July 13

32. “It is not the strongest of the species
that survive, nor the most
intelligent, but those most
responsive to change.”
Charles Darwin
Saturday, 20 July 13