6 steps to accelerate smb growth

6 Steps to Accelerate Small Business Growth in 2013

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Webinar slides & video will be emailed to all

Interact with us on Twitter: #SMBgrowth

Housekeeping Notes

Brian HalliganBrian Halligan

CEO

@bhalligan

Alex BardAlex Bard

SVP

@alexbard

Brian MillhamBrian Millham

EVP

@bmillham

Our Speakers:Successful Leaders Growing Businesses

Introduction to the Problem

Today’s Agenda

A Unified Solution for Growth

See It in Action

Takeaways

Q&A

The Problem

There’s a Tectonic Shift in How Humans Work & Live

This Is Not Our Parents’ World Anymore

This is Impacting How Businesses Operate

Sales SupportMarketing

With Disconnected Teams Small Businesses Struggle to Connect With Customers

SalesSupport

Marketing

Consumers expect to be treated differently; businesses need to adapt.

But How?

Businesses Need to Join the Conversation:Across the Entire Customer Lifecycle

Unifying Teams Will Help You Grow

Marketing

Sales

Support

“In the middle of difficulty lies opportunity.”

– Albert Einstein

Solution Part 1Marketing

Co-founder and CEO,HubSpot

Brian Halligan

The marketing playbook is broken.The Marketing Playbook Is

..The Marketing Playbook is BROKEN.

content

LINKS ARE TO THE INTERNET AS DOLLARS ARE TO THE ECONOMY

LINKS ARE TO THE INTERNET AS DOLLARS ARE TO THE ECONOMY@BHalligan@BHalligan

SEGMENTATIONWeb

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Pull in with content

Pull through with context

Marketing Takeaways

Solution Part 2Sales

EVP Commercial Salessalesforce.com

Brian Millham

May I suggest…

May I suggest…

I was hoping to find…

Reps Are Left Out of Today’s Buying Process

Sales Wastes Time Looking for Information

How does a small business improve effectiveness with all this noise?

Gain a Complete View:Sell More Effectively with Shared Customer Insight

Get Real-time customer updates in one place

Gain insights from every touch-point

Integrate social & traditional activity into one location

Collaborate: Improve Sales Productivity & Effectiveness

Expand knowledge with instant connection to experts

Streamline collaboration on proposals and dashboards

Share private information directly with partners & customers

Make smarter business decisions with analytics

Predict success with consistent forecasting

View any data from across your business on any device

Gain Insight:Increase Sales with Real-time Information

The World’s #1 Sales Application

Close more deals to grow your business

Trunk Club Makes Smarter Business Decisions

150 Employees, Helping Men Discover Awesome Clothing without Shopping

Grew from 1M to 15M in Revenue in the Past 2 Years

Improved visibility into sales trends to increase sales effectiveness

Delivered real-time product insight to reps with collaboration

150 Employees, Helping Men Discover Awesome Clothing without Shopping

Grew from 1M to 15M in Revenue in the Past 2 Years

Improved visibility into sales trends to increase sales effectiveness

Delivered real-time product insight to reps with collaboration

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Be relevant, with a complete view of the customer

Gain visibility to take action

Sales Takeaways

Solution Part 3Support

SVP of Service Cloudsalesforce.com

Alex Bard

If you make customers unhappy in the physical world, they might each tell 6 friends.

If you make customers unhappy on the Internet, they can each tell 6,000 friends.”

6 friends.

6000 friends.

- Jeff Bezos, Founder & CEO

Today, People Are Discussing Your Brand

340MTweets Per Day

2.7BFB Posts Per Day

BillionsBlog Posts Per Day

Sources: Penn State College IST Social Study, Twitter, Facebook, YouTube, Visible Technologies

150MConversations

Per Day

Most Businesses Are Not Listening #FAIL

95%Facebook Brand

Posts NOT Answered

Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” l Study, Twitter, Facebook, YouTube, Visible Technologies

71%Twitter

Complaints

NOT Answered

= 88%People Unlikely to Buy

from Brands that Ignore Their

Complaints Online

How does a small business keep up with this exploding demand from customers?

Listen Everywhere!

Today’s customer is social and mobile

Social media is the new 800 number

Connect to all channels: traditional and social

“25% of our cases now come from from social media, that’s equivalent to cases coming over the phone. If the phone was ringing would you not pick up?”

- John Rote, Head of Support

Put a System In Place

Setup a professional support tool to create consistency

Give every customer inquiry a status and owner

Move cases from open to resolved so no customer falls through the cracks

Knowledge is Power

Build out a knowledge base so that every agent is as smart as your best agent

Publish your FAQs on your website so customers can help themselves

Continuous improvement vs. delayed perfection

Measure: What Gets Measured Gets Done

Number of new cases

Case categorization

Avg. Time to 1st Response

Avg. Interactions to Resolution

Customer Satisfaction!!!

All-in-one Application for Any Small Support Team

Support Your Customers Across Any Channel

Easy to Get Up and Running

Help Your Customers Help Themselves

Square Reinvents Commerce with Desk.comRevolutionizing transactions between buyers and sellers

Over 2M merchants using Square globally

$8B in payments processed annually by Square

Delivers and scales support over social channels and self-service

Revolutionizing transactions between buyers and sellers

Over 2M merchants using Square globally

$8B in payments processed annually by Square

Delivers and scales support over social channels and self-service

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Take charge of your customer support

Engage with your customers where they are

Support Takeaways

Solution in Action

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Takeaways

Unifying Teams Will Help You Grow

Marketing

Sales

Support

Grow Your Business Along Every Major Metric

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Salesforce Customers

+27%Sales+27%Sales

Pull in with content

Overall Takeaways:6 Tips to Accelerate Small Business Growth

Push through with context

Be relevant, with a complete view of the customer

Gain visibility to take action

Take charge of your customer support

Engage with your customers where they are

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1 Bring context to your marketing

BONUS: Top 3 Action Items

3 Focus on customer retention

2 Look at the full customer lifecycle

Q&A

Thank You