This is a slide deck of my presentation during the AEO Sales Summit at Confex in London 2019. It touches the new mindset of customer success and how to the event industry, especially exhibition sales will change in the future.
8. Ungerboeck Software
The customer
journey
• Who are your clients?
• What drives their behaviors?
• How do they engage with the
events process?
• When do they engage with you
and what do they want?
Determine the best opportunities for
you to interact with the different
audience groups
9. Ungerboeck Software
“ „
Our ultimate goal is not
digitalization, it is value realisation.
- Andrew Roswell-Jones, Gartner
10. Ungerboeck Software
Industry Observations
Sales is less proactive & consultative
No ‚real‘ realtionship building, instead ‚processing‘
mentality
Sales Staff without ‚real‘ quota or success based
compensation
Dashboards seen as gadgets rather than management
tools
Focus on sales only rather the entire process
11. Ungerboeck Software
What we learn from other Industries
Sales & Strategy is
driven by numbers
/ targets
Variable Pay Plan
40-50% of OTE (On
Target Earning)
True Sales People
have a client first
approach
Industry related:
Venue Sales focus
on services rather
SQM
Dashboards and
relevant KPIs are
core to sucessful
(self-)
management
14. Ungerboeck Software
Vertical vs.
horizontal CRMs Vertical CRMs
User community across
industries
Requires heavy customization
for event industry
Multiple systems required to
cover core processes
Training on different Systems
High IT costs to keep distributed
systems current
Horizontal CRMs
Unified platform for core
business processes
Operational excellence through
process optimization
Purpose built / event centric
functionalities
Single source of truth for data
Specialized training required
15. Ungerboeck Software
The unification of
CRM & Event
Management
360° Overview of Event and Clients à Focused Service
Event targeted Sales
All info for all departments at their fingertips at all times
Consistent data from acquisition to invoicing to
operations
Client data, orders, history
All event / production related information
24. Ungerboeck Software
Customer Relationship
Management
Customer Experience
is the driver of
revenue. Service
matters!
Loyalty is
almost priceless.
Value it!
Define the right KPIs
& measure it.
Dashboards are key!
(financial) targets
drive behavoir.
Benefit from it!
26. Ungerboeck Software
About
Ungerboeck
We believe in live communication & synergizing
the collaboration between people.
Since 33 years, our mission is to enable those,
who are working each day to bring people together
and to support their digital transformation journey.
We provide a leading technology platform to run
your core business processes for venues,
exhibition & conference management.
