AAISP presentation-Final Oracle Feb 12 2015
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Best Practices in Making the Sale Happen Delivering a World-Class Customer Experience
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Transcript of AAISP presentation-Final Oracle Feb 12 2015
Best Practices in Making the Sale Happen Delivering a World-Class Customer Experience
Introductions
KIRK THACKER Master Principal Sales Consultant
Mobile: +1.949.310.3178 [email protected]
17901 Von Karman Ave Irvine, CA 92614
LORIN COOK, MBA, PMP Principal Sales Consultant
Mobile: +1.720.326.9602 [email protected]
Denver, CO
MATT RYAN Account Representative
Mobile: +1.847.915.9529 [email protected]
570 Lake Cook Road #200 Deerfield, IL 60015
Who is Oracle?
Oracle: 2nd Largest Cloud Vendor, 2nd Largest Apps Vendor
21,500,000+ End Cloud Users
13 Global Data Centers
Cloud Customers In
34 Languages
Cloud Customers in
180+ Countries
10,000+ Cloud Enterprise Customers
2,100+ Cloud CX Customers
…Let’s get started
What We Are Seeing in the Marketplace
Remember This?
This?
Then This?
…and Now This?
Buy Subscribe
World Moving From:
Same with
Business Apps
From Buy to Subscribe
Commerce Sales
Social
Marketing
Service
CPQ
Human Capital
Management
Business
Analytics
ERP
Know your customer…
What does your customer
know about you?…
social
mobile
y-gen
self discovery
buying
learning
targets
choice
value
expectation
information
Your Customer has
CHANGED
How Customer Advocacy Has Affected Us
86%
CUSTOMERS TAKE CONTROL
of consumers will pay more for a better customer experience
1% of consumers feel their expectations for a good experience are met
89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile
Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive
YOUR CUSTOMER HAS CHANGED – EVEN IN B2B…
= Empowered Buyer!
The Grand Disconnect
Social
Mobile
Store
Call Center
Website
eCommerce
Need > Research > Select > Buy > Use > Recommend
Individual disconnected interactions? or the connected customer journey?
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Perception Chasm in the C-Suite
Oracle Confidential – Internal/Restricted/Highly Restricted 19
49% of CEOs think customers
will switch due to CX
89% of customers have switched to a competitor precisely because of poor CX
43% of customers have had a consistent positive experience with the brand
But only 80% of CEOs believe they
give good CX
the brand
Source: “Global Insights on Succeeding in the Customer Experience Era,” Oracle, (2013, )from market research survey of 1,300 global senior execs in North America, Europe, Asia Pacific and Latin America .
How Do You Start?
of execs say customer experience is critical
to their business advantage
are just getting started with a customer experience initiative consider their customer
experience initiative to be advanced
97% 39%
20%
Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” survey of 1300 senior level execs in North America, Europe, Asia Pacific and Latin America .
Source: Invesp Research
A customer is 4 Times more
likely to churn from Customer
Experience-related issue
THE REALITY: Customers Will Leave You
Oracle - Helping You
Oracle CX Complete Customer Experience Solution
Marketing
Integrated Customer Experience Foundation
Social Network Mobile Integrations
Sales CPQ
Commerce Social Service
Analytic KPIs & Dashboards
Predictive Analytics
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 24
Complete
Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer
Tailored for Industries
Best Practices for Competitive Advantage and lower TCO
Insightful and Extensible
1
3
2
4
Drive greater business value deliver pre-built business
processes across silos Modern
Empowered Customer
Cross-Channel
Extend solution, use Dynamic CX profile and Integrate to the Enterprise
Oracle Customer Experience
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Social • Social Insights • Personalized Interaction • Social Service • Revenue Growth
Oracle Confidential – Internal/Restricted/Highly Restricted 25
Complete Broadest solution capabilities to support your customers’ journey
Service • Customer Engagement • Agent Empowerment • Agile Customer Service
Commerce • Dynamic experience • Scalable • Business -fiendly
Sales • Easy and Adaptable Selling • Customer Insight • Mobility and Productive Selling • Collaborative Selling • Pipeline Building
Marketing • Social Marketing • Modern Marketing Content • B2B and B2C Lead Generation • Customer/Prospect Profile
Sales Service
Marketing Social
CPQ Commerce
CPQ • Sell more with effective cross-sell /upsell. • Sell faster • Sell profitably
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 26
Results Being Realized by World-Class Companies
175%
50%
30%
Increase in revenue attributed to marketing
customer response rates to campaign
New customer growth
20% Growth in year-to-
year revenue
95% Reduction in time to
create reports
50% Gain in product
penetration
$5.5M in contribution
margin
30%
increase in ASP
8 minutes from prospect discussion to
signature via iPad
56% increase in online
sales
10-60% increase in avg.
order value
5-10X Faster time to
market
$350K-$5M Annual Savings
45% Jump in new
orders
40% Drop in tech
support inquiries
$M Saved by preventing
PR crisis
20X social follower
growth, 5x social engagement growth
2X Faster customer
acquisition
Head of Sales
Head of Sales Ops
Head of Commerce
Head of Service
Head of Social
Head of Marketing
27
Embracing
Salesforce
“ Everybody Needs Hugs “
Oracle Fills In the Missing Pieces of the Salesforce Solution
SPM Field
Service
Marketing Policy
Automation
CPQ Commerce
Industry-leading Modern Marketing, SPM, CPQ,
Commerce, Field Service & Policy Automation
Integrated with Salesforce.com Platform
Empower customer across entire lifecycle
Deploy modularly for discrete business problems, or
Deploy together to address touch points across customer lifecycle
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 29
SELL
BUY SUPPLIES
GET COMPENSATED INCUR EXPENSES
GET REVIEWED AGAINST PERFORMANCE TAKE TIME OFF
CONFIGURE QUOTES
What Do Sales People Do? What Do Sales People Do? The Other Vendor’s Picture What Do Sales People Do? The Oracle Picture
And so...
And so... And so...
And so...
An
d s
o...
31
What Drives Customer Loyalty?
53%
of B2B customer loyalty is driven by the sales experience
YOU DO!!
Why Don’t Sales People Use SFA?
Make it Easy for Me to Use • Lets You Work Wherever & However You Want
Desktop UI
Simplicity & productivity on any device
Professional strength when you need it
Makes the most of your iPad & iPhone
Mobile Apps
Oracle Sales Cloud
Outlook
SFA in favorite tools
Any Device UI
Who Should I Sell To?
Joshua Goldman
• Integrated Communication, Coaching and Team Selling drive Productivity
Grow More Rainmakers in your Org
• Intelligent coaching built into the sales process
• Faster and effective execution through social collaboration
• Complex and complete account management
“Oracle Social Network is tightly integrated with Oracle’s cloud applications, including Oracle Sales, Human Capital Management, and ERP cloud services.”
Who Can Help Me Sell?
“Walmart and Hurricanes” – What’s Your Guess?
When a Hurricane was about to hit Florida, what products did Walmart load up to send to the stores in the vicinity of the storm?
Fact: Knowledge is not only power, it is profit too!
What Should I Sell?
What Should I Sell?
Top recommendation is visible to sales rep
How Do I Get My Quote Right?
Copyright © 2014, Oracle and/or its affiliates. All rights reserved.
Drive higher deal velocity, accuracy, and margins
Modern Quote-to-Cash
Sell anywhere, anytime, any device
• Drive 100% quote accuracy with leading configurator engine
• Ensure compliance to pricing & discounting policies with role-based rules
• Present premium brand to customers with automated proposal /contract generator
• Improve forecasts with earlier visibility to channel quoting
• Streamline and simplify processes through pre-built CRM and ERP integrations
Only cloud-based CPQ vendor with POSITIVE rating
41
Proven Results
Oracle Confidential –
Internal/Restricted/Highly Restricted
42
100% Forecast driven by real Quotes
30 minute to 3 minute quotes
30% increase in Avg Selling Price
100% adoption by sales team
Live in 40 days
How Can I Track My Success?
Add slide – incent based margin, quota attainment, etc.
Results for Sales Being realized by world-class companies
95% Reduction in time to
create reports
60% increase in quote
volume
20% Growth in year-to-
year revenue
15% Reduction in sales-
support costs
20% Reduction in admin
time for sales managers
50% Gain in product
penetration
Let’s Hear a Customer Story…
Additional Resources Click on the Links
• eBook: Modern Sales in the Cloud
• eBook: Oracle CPQ Cloud: Sell More. Sell Faster. Sell Anywhere.
• "Delivering on the Promise of Great Customer Experiences" from Harvard Business Review.
• Oracel CX Survey: Global Insights on Succeeding in the Customer Experience Era
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Thank You!
