WEBVTT 1 00:00:00.450 --> 00:00:03.480 As leaders, we are constantly navigating change, 2 00:00:03.480 --> 00:00:05.340 whether it's market volatility, 3 00:00:05.340 --> 00:00:07.650 a rise in customer expectations, 4 00:00:07.650 --> 00:00:10.020 or revolutions in technology. 5 00:00:10.020 --> 00:00:13.027 One of the biggest questions I hear from my clients, 6 00:00:13.027 --> 00:00:17.100 "How do I navigate the rapid change in technical innovation 7 00:00:17.100 --> 00:00:18.657 with my business strategy?" 8 00:00:19.590 --> 00:00:22.080 As I like to tell them, this is really about defining 9 00:00:22.080 --> 00:00:24.240 how do you do it better, do it different, 10 00:00:24.240 --> 00:00:26.010 and ultimately change the game? 11 00:00:26.010 --> 00:00:28.350 The leaders are making fundamental changes 12 00:00:28.350 --> 00:00:29.850 to how they engage their customers 13 00:00:29.850 --> 00:00:32.760 to increase what we call "customer intimacy." 14 00:00:32.760 --> 00:00:36.270 They're also redefining how cross-functional interaction 15 00:00:36.270 --> 00:00:38.250 with their customers works today. 16 00:00:38.250 --> 00:00:40.500 The ways in which we're helping our clients increase 17 00:00:40.500 --> 00:00:43.350 that customer intimacy, whether it's across marketing, 18 00:00:43.350 --> 00:00:48.300 sales, or customer service, is by going through three steps. 19 00:00:48.300 --> 00:00:51.990 One, we help our clients with CRM as a strategy, 20 00:00:51.990 --> 00:00:53.610 so how do they engage their customers 21 00:00:53.610 --> 00:00:55.800 across the entire customer life cycle? 22 00:00:55.800 --> 00:00:58.890 And how should their CRM, their Salesforce.com, 23 00:00:58.890 --> 00:01:01.080 and the ecosystem that sits around it 24 00:01:01.080 --> 00:01:03.960 better support that CRM strategy? 25 00:01:03.960 --> 00:01:06.060 We help them identify the highest points 26 00:01:06.060 --> 00:01:07.590 and opportunities of value, 27 00:01:07.590 --> 00:01:10.110 whether it's personalization for marketing, 28 00:01:10.110 --> 00:01:13.200 sales assistance and coaches using generative AI, 29 00:01:13.200 --> 00:01:15.570 or helping your customer service agent better service 30 00:01:15.570 --> 00:01:17.460 the end customer and provide them 31 00:01:17.460 --> 00:01:20.820 from an average handling time to a higher amount of delight 32 00:01:20.820 --> 00:01:24.180 as they engage those customers on post-sales events. 33 00:01:24.180 --> 00:01:26.130 And the third is for those organizations 34 00:01:26.130 --> 00:01:28.050 that are on the road to transformation, 35 00:01:28.050 --> 00:01:30.810 how do we help them get ready for the transformation 36 00:01:30.810 --> 00:01:33.480 knowing that it's a mindset before it's a muscle, 37 00:01:33.480 --> 00:01:36.990 and knowing that it's business led, powered by IT? 38 00:01:36.990 --> 00:01:38.310 How we like to help our clients 39 00:01:38.310 --> 00:01:40.590 is both being a sherpa through the decision-making, 40 00:01:40.590 --> 00:01:43.860 but also helping them determine, how do they make the most 41 00:01:43.860 --> 00:01:45.780 of the investments they've already made 42 00:01:45.780 --> 00:01:48.570 and accelerate value to greater potential, 43 00:01:48.570 --> 00:01:50.040 and unlock trapped value 44 00:01:50.040 --> 00:01:51.540 that's held across different systems 45 00:01:51.540 --> 00:01:53.103 and within their current CRM?