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Driving Client Centricity Through the Business Value Chain

Driving Client Centricity Through the Business Value Chain

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

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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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  9. 9

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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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