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WEBINARRallying Your Sales Channel Around Today’s Customer@goallbound#NeverSellAlone
Jen SpencerDirector of Sales & [email protected]@jenspencer
Hey! It’s nice to meet you.
Matt HenslerDirector of Customer [email protected]@matthensler
Today’s Agenda• Relevancy• Accuracy• Delivery• Consistency• Synergy• Q&A
“By 2020, customers will manage 85% of their interaction with the enterprise without interacting with a human.” - Gartner
#NeverSellAlone
You must be downright frightened
#NeverSellAlone
Today’s B2B customer expects more
#NeverSellAlone
The New Customer Journey (does not end at point of purchase)
#NeverSellAlone
#NeverSellAlone
Relevancy“Our biggest competitors are our customers.”
- Brent Adamson
“B2B buyers are learning on their own and delaying their contact with suppliers until late in the purchase.” - CEB
#NeverSellAlone
#NeverSellAlone
Customer Journey of the Past
Attention Interest Desire Action
#NeverSellAlone
Today’s Customer Journey:Problem-specific, not product-specific
Awareness Consideration Decision
Enjoy
BondAdvocate
Buy
#NeverSellAlone
AccuracyWhat your reps don’t know can hurt you.
“Nearly 57% of prospects feel their sales teams are not prepared for their very first meeting.” - IDC
#NeverSellAlone
Customers have too much at stake to be mis-informed
#NeverSellAlone
Millennials rank trust and authenticity high on the list of scrutinized factors when making brand choices …
#NeverSellAlone
Only 10% of U.S. adults feel advertising ethics are high
#NeverSellAlone
#NeverSellAlone
DeliveryCustomers today perform more due diligence
than ever
Deliver your product in a way that lives up to the promotion your customers encountered pre-sales
#NeverSellAlone
Post-sales customer experiences also need to be valuable and authentic.
#NeverSellAlone
Quality of delivery builds trust and eventually loyalty … which leads to renewal …
#NeverSellAlone
#NeverSellAlone
ConsistencyConsistency is critical across the entire customer
experience
#NeverSellAlone
Don’t …Communicate to you customers the same way you communicate to prospects.
Send highly promotional messages that don’t account for the recipients’ shift in status from buyer to owner.
#NeverSellAlone
Do …Evaluate the communications you are sending your customers.
Are you just sharing ‘nice to know’ information or is it ‘need to know’ information?
#NeverSellAlone
Do …Leverage the in-depth customer understanding that customer success teams possess in order to enhance communications.
#NeverSellAlone
Do …Ensure your customer marketing continues to drive those owners of your solutions back to the product so that they can achieve the desired outcome that drove the original purchase.
#NeverSellAlone
SynergyIt is critical to create synergy between your
efforts and those of your partners.
You must work to avoid the friction that can be created if synergy doesn’t exist.
#NeverSellAlone
#NeverSellAlone
Aligning content to the buyer’s journey and creating customer personas help partners create more relevancy and consistency of experience.
Aberdeen Group Study
#NeverSellAlone
Empowering quota-carriers with the training, skills and especially cloud-based content with which to adapt their messaging, content and collateral to their individual territories and accounts.
Aberdeen Group Study
#NeverSellAlone
Reducing contract/proposal errors at over 3x the rate of non-adopters.
Aberdeen Group Study
#NeverSellAlone
Contributing to higher overall customer renewal rates.
Aberdeen Group Study
In Conclusion …
#NeverSellAlone
Empower your channel teams with knowledge
#NeverSellAlone
Focus on accurate and consistent delivery
#NeverSellAlone
Create synergy between your enterprise and partners
#NeverSellAlone
Questions?Questions?
#NeverSellAlone
Jen SpencerDirector of Sales & Marketing |
@jenspencer
Matt HenslerDirector of Customer Success|
@matthensler
For information about Allbound, visitwww.allbound.com or call us at 480.685.5474