Increasing Customer Wallet Share

Increasing Customer Wallet Share Dushyant Pandya, salesforce.com VP, Product Strategy Track: Financial Services

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

Agenda ,[object Object],[object Object],[object Object],[object Object]

Financial Services Firms Are Choosing On-Demand

Financial Services Industry Trends Trends Competitive Pressure Rapid Change Approach Focus on Organic growth Simplicity for customers Goals

Increasing Wallet Share to Increase Profitability The average cost for acquiring a new customer: $3,500 US Source: American Bankers Association Source: Deutsche Bank Research 2005 Attract New Customers and Grow Successful Relationships Number of services used Margin Index Years Contribution Margin Customer Tenure The Importance of Customer Retention

Challenges to Growing Revenue Ineffective Selling Weak Lead Generation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Common Sales Problems Poor Visibility ,[object Object],[object Object],[object Object],Poor Productivity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Rick Davis Senior Vice President and Manager, Commercial Information Services [email_address]

SunTrust Bank Profile ,[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Banking EMPLOYEES: 35,000 GEOGRAPHY: Southeast US PRODUCT(S) USED: SFA, Service & Support # USERS: 2700

Key Strategy and Business Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Solution: Drive Consistent Sales Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],SunTrust RM productivity is in top two quintiles in the industry

Solution: Relationship Planning ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Solution: Cross LOB Partnership: 360 Degrees ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Relationship Manager incentives are directly tied to new business production, portfolio profitability and cross-LOB partnership

Improvement in Lead Relationships ,[object Object],[object Object],[object Object],[object Object]

Result: Increased Wallet Share ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Success Factors ,[object Object],[object Object],[object Object],[object Object],[object Object]

Basil Fedynyshyn VP, Consumer Credit Group

Wells Fargo Bank Consumer Credit Group Profile ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: Banking EMPLOYEES: 153,500 GEOGRAPHY: US PRODUCT(S) USED: SFA, Service & Support # USERS: 335

Key Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DEPLOYMENT DETAILS

Lead & Campaign Management WF.com & 3 rd parties sites WF Marketing Auto Dialer Auto Assignment Inbound ( Direct, Internal Transfer ) & Outbound ,[object Object],[object Object],[object Object],Introduction

Contact Management Task Reminders CTI Dialing & Auto Noting ,[object Object],[object Object],[object Object],[object Object],Follow-up Communications Customer & Account Systems

Pipeline Management Event Monitor / Task Creator ,[object Object],[object Object],[object Object],Task Monitoring & Escalation Loan Processing System

Results ,[object Object],[object Object],[object Object]

Key Success Factors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]

Dushyant Pandya VP, Product Strategy Rick Davis Senior Vice President and Manager Basil Fedynyshyn Consumer Credit Group QUESTION & ANSWER SESSION

Don’t miss … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Increasing Customer Wallet Share

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Increasing Customer Wallet Share