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Not Everything That Disrupts is Disruptive. The Future of Customer Relationships.
Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite Jeremy.Waite@Salesforce.com
The Best Business Advice, Ever. 1. Work harder than anyone else. 2. Be better prepared. 3. Have more research up your sleeve. @Tom_Peters
“Companies are no longer competing against each other, they are competing against speed”. Marc @Benioﬀ
DISRUPTIVE “ INNOVATION CAN HURT, IF YOU’RE NOT THE ONE DOING THE DISRUPTING”. CLAYCHRISTENSEN
Customer Success Platform Connect To Your Customers In A Whole New Way Sales Service Marketing Apps Community Analytics
16 Years of Disruption & Technology Shifts
Build Proﬁtable Relationships, Faster. We Help Your Customers Love You
David Marcus CEO $FB Messenger
“ 80% EXECUTIVES ARE OVERWHELMED. “ ” EMOTIONAL. 75% EXECUTIVES ARE ”
Building Loyal Relationships, Faster. From Personification to Personalisation UNKNOWN 1 : Many Marketing KNOWN 1 : 1 Customer Journeys
“ 77% OF CONSUMERS DON’T WANT A RELATIONSHIP ” WITH A BRAND.
Best Global Brands 2000 - 2015 COCA-COLA #1 MICROSOFT #2 IBM #3 INTEL #4 NOKIA #5 GE #6 FORD #7 DISNEY #8 McDONALDS #9 #10 AT&T 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 Food, Drink & Tobacco | Technology and Electronics | Business Services & Diversiﬁed | Automotive | Media and Telecoms Image by @JeremyWaite | Originally Created by Bloomberg Businessweek @BW | Data: @Interbrand
NOT DISRUPTIVE “Aﬀordable transportation as reliable as running water. Everywhere. For everyone”.
“ UBER IS THE MOST ETHICALLY CHALLENGED COMPANY IN SILICON VALLEY”. PETERTHIEL
"We're in a political campaign, and the candidate is Uber and the opponent is an asshole named Taxi.” @TravisK
“ UBER IS THE MOST IMPORTANT COMPANY EVER CREATED”. BILLGURLEY
“2016 is the year that traditional businesses will ﬁght back”. Forrester
Avis Budget Group Inc. $CAR v @Uber Drivers Disrupting Yourself 1Billion Rides via 1M Drivers (Dec 2015) Yahoo Finance [Over 50% businesses use <20% of their customer data]
How Does UBER Work?
Disruptor Story My Trip to Copenhagen Focused on Tasks A to B, Collect Money Focused on Experiences Environment, Feeling, Context
First account Your Customer… How Do You Fair? Education funding Budgeting Car ﬁnancing Bill payments Variable payments Wealth transition Marriage Retirement planning Property Savings Fixed transactions Short term investing Long term investing Daily cash
Precision Marketing Building A Customer Company
Precision Marketing Building A Customer Company Predictive Proactive • Connect the total lifecycle • Machine learning at scale • Proactive insights ﬂow to everyone • Enriched proﬁle Contextual • Employee productivity Personal • Uniﬁed customer view • Apps built disruptor fast Big Data Journeys Flow Analytics Sales Service Communities Mobile Proﬁle Cloud
There’s No Such Thing As… @Scobleizer #BigData
Monitoring Customer Journeys Volume. Velocity. Variety. Veracity… 5B Smartphones by 2017 Purchase Customer 2.5 Social Connected Quintillion bytes of data every day 550M+ Social Networks, Blogs & Forums (inc. Dark)
Monitoring Customer Journeys Building A Customer Company in Real-Time Real-Time Events Compute The Perfect Response 1011101100010001111101001 0101010110000100101101110 0010000100010001101110110 0010001111101001010101011 0000100101101110001000010 0010001101110110001000111 1101001010101011000010010 11011100010000100010001 Analyse Rich Contextual Data Deliver The Precise action Proactively and In Context
Customers Are On A Journey “90% of the consumer buying journey now crosses 5 channels”. Google
“ TECHNOLOGY IS NOTHING. WHAT’S IMPORTANT IS THAT YOU HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING WONDERFUL WITH THEM. STEVEJOBS ”
One Sentence Business Model I’m going to do to make , better, as measured by , and is worth . Created by @JeremyWaite
“ THE GOAL IN BUSINESS IS NOT TO SELL TO PEOPLE WHO NEED WHAT YOU HAVE IT IS TO DO BUSINESS WUTH PEOPLE WHO BELIEVE WHAT YOU BELIEVE”. SIMONSINEK
Spark? thank y u @JEREMYWAITE | @SALESFORCE | SLIDESHARE.NET/JEREMYWAITE
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