Driving Client Centricity Through the Business Value Chain

Karlien Holliday, Head of Sales Enablement, Wirecard Solutions South Africa

Transcript

1. How to deliver client centricity
   across the business value chain
   Presenter: Karlien Holliday
   Head Sales Enablement
   Wirecard Solutions South Africa
   

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2. Learning topics
   • How business has evolved over time?
   • Why sales enablement should be a holistic approach?
   • Why buyers will stop buying?
   • Why it is important to place people at the heart of your
   business?
   • Where to invest sales or retention?
   • Delivering on client centricity through the business value
   chain
   • Tips to deliver
   

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3. Why sales enablement should be a holistic approach?
   The training, processes, practices and tools needed to support product, sales and marketing
   throughout the buyer's journey.
   Key focus will be on translating and socializing various strategies cross-functionally in the
   business, with partners and other key stakeholders to increase engagement satisfaction that
   will result in improved KPI’s across the value chain.
   

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4. How has business evolved
   over time?
   Human driven
   Customer centricity driven
   Customer service driven
   Technology driven
   Customer value
   Numbers driven
   

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5. 21.10.2020
   Business
   Values
   Persona values
   Culture
   Vision Aspirations
   Personal
   values
   Business
   values
   Individual
   Own needs and
   wants
   Aspirations Experience
   Employee The client
   Why it matters for the organisation to place
   people at the heart of the business?
   “I am not a number”
   “I am unique”
   

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6. Why buyers stop buying?
   89% of buyers buy
   based on overall
   experience
   01
   80% value
   experience as much
   as products and
   services
   02
   57% stopped buying
   due to competitor
   experience
   03
   

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7. Where to
   invest – sales
   or retention?
   • Acquisition cost
   6-7 times more
   than retention
   • Past customers
   have up to a 70%
   chance of
   converting again
   — compared to
   20% for new
   prospects
   • Increasing custom
   er retention rates
   by just 5% can
   boost profits by
   up to 95%
   • Customer
   retention is
   between five to
   25 times less
   expensive than
   trying to attract
   new users
   

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8. Steps to deliver
   client centricity
   in your
   organization
   • Effectively communicate your
   business strategy and align
   business objectives across the
   value chain
   

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10. 10
    Map your customer journey not from the inside out, but from the outside in
    

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11. In closing
    • The growth in sales is no longer
    just the responsibility of the sales
    force
    • Overall success of any business is
    to sell, support and deliver value
    – not products and services
    • It is all about cross-functional
    collaboration, design and input
    from all client touchpoints
    11
    

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12. Thank you
    Karlien Holliday
    12
    

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