Customer Relationship Management in Lesotho Utility Companies
High Performance Customer Companies
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Transcript of High Performance Customer Companies
High Performance
Customer Companies
Simon Banks
Regional Sales Director, salesforce.com
/salesforceanz
@salesforce
#SalesforceCeBIT
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Presentations available from
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Alison Cairns Managing Director, Cloud
Australia and New Zealand
Accenture
Matt Payne Managing Director, Software-as-a-Service
Australia and New Zealand
Accenture
Accenture 101
Come see us at our booth!
• Global management consulting, technology services and outsourcing company
• Approximately 261,000 people serving clients in more than 120 countries.
• We collaborate with clients to help them become high-performance businesses and
governments.
• Accenture is salesforce.com’s #1 global alliance partner; ~1170 certified experts
Accenture Technology Vision 2013
“Every Business is a Digital Business”
Relationships at
Scale
Design for
Analytics
Data
Velocity
Seamless
Collaboration
Software-Defined
Networking
Active
Defense
Beyond
the Cloud
“… signal a broader transformation in
the role of technology and business
models required for success.”
“… the time is now for leaders to act…
understanding the power of new technologies
and having the foresight to adopt them.”
“… organisations are using these technologies to adapt to
a rapidly changing environment, transform relationships
with consumers, further differentiate themselves in the
marketplace, and expand global footprint”
Accenture slides
The value lies in how
you use the cloud
Beyond the Cloud
Construct for the
hybrid cloud
It’s time to put the
cloud to work
Accenture SaaS Business Solutions Suite
An iterative approach for delivering SaaS and Cloud technologies
Strategy & Planning
– Methods & Asset led
Agile Execution
– Scale & Industry Focus
Cloud Operations
– Iterative enhancement
SaaS Business Solutions Suite
Our Tailored Approach to Strategy
A clearly defined and comprehensive strategy is required to
identify the benefits that cloud and SaaS can deliver.
Driving Top Line and Bottom Line Outcomes
Initial strategy and ongoing governance is critical to success
Customer Strategy in action
Facing new customer dynamics Fast and wide adoption of consumer technology is deeply changing the way
customers interact.
Source: 2012 Global Consumer Pulse Research, Accenture
Rethinking the customer journey
Source: Accenture Analysis
The Traditional Funnel The Accenture Nonstop-Customer Experience Model
DYNAMIC
Paths are multi-directional at different speeds
ACCESSIBLE
Influence of
‘open’ content is
pervasive and
difficult to control
CONTINUOS
Evaluation, not
purchase, is
central; promise
vs. delivery
matters more
Expectation
Promise
Reality
Delivery
The journey is dynamic, accessible and continuous. A new model is needed
to capture changing behaviours.
High Performance Customer Companies
Performers follow convention. High performers break from it.
accenture.com/SaaS | accenture.com/Cloud
Beyond the Cloud
Proven Delivery
Strategic led
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