How to Talk to Prospect Roles? - ¿Como Hablar con un Prospecto? - Como falar com um prospecto?

Version 3

    The purpose of this document is to create a cheat sheet that when you are talking on the phone or preparing for a meeting with some of the most common Persona's in a Company. Thanks to Adam Mertz.

     

     

     

    Jive for Social Intranet

     

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    Target RolePain PointValue PropKey Messages
    What is the specific title/role we're going after?What is the biz need they have?What value do we provide?What are the compelling messages that will get their attention?

    Corporate Communications Executives

    • SVP/VP/Director Corp Comms
    • SVP/VP/Director Internal Comms
    Note that corp comms either reports directly to exec level (usually CEO), into HR or into Marketing.

     

    • It costs too much to keep people aligned, engaged, informed and trained.
    • How do we make it easier for our distributed, mobile workforce to find the information they need (people, content, expertise) to get their jobs done?
    • Institutional knowledge is locked away in hard-to-reach places (e-mail, desktops, SharePoint sites, etc.).
    • How do we capture, centralize and share this knowledge, especially in light of M&A activity, or an aging workforce?
    • People are reinventing the wheel as they implement new ideas in the company, or take new offerings to market.

     

    • Decrease the cost of keeping employees aligned, engaged, informed and trained.
    • Increase executive communications (reach and effectiveness).
    • Increase the amount of work done that aligns with corporate direction by ensuring that your corporate message is read, and tracking who read it.
    • Increase employee engagement and satisfaction while driving down employee turnover.
    • Drive innovation by decreasing time to market.
    • Reduce duplicate work across organizational silos and decrease the time it takes to find information and experts though individually tailored search and recommendations of Jive and SharePoint content and people.
    Jive customers report
    • 4% increase in total average time spent doing work that supports strategic goals, and a 24% increase in employee retention.
    • Bolstered productivity, company-wide, by 15% – gains that yield a 4% uptick in annual revenue.
    • Better strategic alignment, increasing executive communications by 29%, so employees spend more time on strategically-aligned work.
    • Cutting the time it takes to on-board new employees in half.
    • Increasing employee satisfaction by 30%, while decreasing employee turnover by 24%.
    • Fostering a culture of innovation and increasing ideas generated within the company by 10x while decreasing the time and costs associated with innovation by 80%.
    • Decreased time it takes to get a new product or service to market by 75%.
    • Saving one day of productivity per week per employee, by reducing the time it takes to find information and experts by 34%, and by decreasing the time spend doing email by 27%.
    IT Executives
    • CIO
    • Director of Collaboration Tools/Intranet
    • How do we make it easier for our distributed, mobile workforce to find the information they need (people, content, expertise) to get their jobs done?
    • How do we deliver an engaging social experience, while leveraging existing IT investments (SharePoint, salesforce.com)?
    • Our intranet/portal sites are out- dated, siloed, and sparsely used.
    • How do we redesign the intranet/portal to engage all our employees?

     

    • Decrease the time it takes to find information and experts through user-driven integration with systems of record, individually tailored search and recommendations of Jive and SharePoint content and people, and knowledge sharing templates.
    • Deliver proven social capabilities to the business (global, dispersed, mobile), on any device and through myriad existing applications & systems (Outlook, Office, SharePoint, Lync, salesforce.com).
    • Innovate on a platform that uses open, current standards and doesn’t compromise IT values.
    • Reduce costs associated with IT support by driving employee support and self-service.

     

    • Saving one day of productivity per week per employee, by reducing the time it takes to find information and experts by 34%, and by decreasing the time spend doing email by 27%.
    • Bolstered productivity, company-wide, by 15% – gains that yield a 4% uptick in annual revenue.
    • Reduced IT spend by 5%.
    • Reduced IT support costs and sunsetting of old, intranet technologies.
    • Cutting the time it takes to on-board new employees in half.
    HR Executives
    • CPO
    • SVP HR
    • How do we keep employees engaged, satisfied and productive, especially in light of a globally distributed workforce and recent M&A activity?
    • It costs too much to keep people aligned, engaged, informed and trained.
    • Institutional knowledge is locked away in hard-to-reach places (e-mail, desktops, SharePoint sites, etc.).
    • How do we capture, centralize and share this knowledge, especially in light of M&A activity, or an aging workforce?
    • People are reinventing the wheel as they implement new ideas in the company, or take new offerings to market.
    • Increase employee engagement and satisfaction while driving down employee turnover.
    • Decrease the cost of keeping employees aligned, engaged, informed and trained.
    • Increase executive communications (reach and effectiveness).
    • Increase the amount of work done that aligns with corporate direction by ensuring that your corporate message is read, and tracking who read it.
    • 4% increase in total average time spent doing work that supports strategic goals, and a 24% increase in employee retention.
    • Increasing employee satisfaction by 30%, while decreasing employee turnover by 24%.
    • Bolstered productivity, company-wide, by 15% – gains that yield a 4% uptick in annual revenue.
    • Better strategic alignment, increasing executive communications by 29%, so employees spend more time on strategically-aligned work.
    • Cutting the time it takes to on-board new employees in half.
    • Fostering a culture of innovation and increasing ideas generated within the company by 10x while decreasing the time and costs associated with innovation by 80%.
    • Decreased time it takes to get a new product or service to market by 75%.
    • Saving one day of productivity per week per employee, by reducing the time it takes to find information and experts by 34%, and by decreasing the time spend doing email by 27%.

     

     

    Jive for Marketing

     

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    Casos de Uso para Motivar a las Organizaciones de Mercadeo

     

    Target RolePain PointValue PropKey Messages
    What is the specific title/role we're going after?What is the biz need they have?What value do we provide?What are the compelling messages that will get their attention?

    CMO

    • How do we get everyone aligned to drive as many leads as possible?
    • How can we produce more campaigns with the team we have?
    • How can we drive higher conversion rates and greater market share?
    • How can we more effectively leverage our partners to drive more revenue and/or to develop alternative revenue channels?
    • How can we boost brand awareness the the market and brand advocacy amongst our customers?
    • Increase marketing productivity
    • Increase leads
    • Increase market share/mindshare in partner channel
    • Beating the competition
    • Increase in brand awareness & brand advocates

     

     

    Internal Network:

    The opener: Marketers don't need another tool to do their work, they need a platform that brings all key stakeholders and these disparate tools into one place so they can focus their efforts.

    The Proof: A top 3 global consulting firm found that our customers, like EMC and Nike, drove at least 15% higher productivity in key marketing activities like campaign execution, content development and collaboration with sales. Do you have 15 minutes this week to discuss how we helped marketers be more successful?

    How we do it:

    •Purpose-built places to engage cross-functional teams, agencies and vendors

    •Integration with any web-based marketing automation tool

    •One network to connect marketing and sales to drive leads and market share

     

    External Community:

    The opener: Marketers are overwhelmed with too many channels in which to engage partners and customers, ultimately fragmenting their experiences and handicapping brand loyalty.

    The Proof: Our customers like EMC and SAP have developed communities for partners & customers to share best practices with each other, creating more upsell opportunities and decreasing dealer support costs by 14%. Do you have 15 minutes this week to discuss how we helped these companies drive business value by being more customer-centric?

    How we do it:

    • Facilitating a communication channel to create and distribute marketing content faster
    • Engaging partners in a branded environment that keeps your brand top of mind in the channel
    • Monitoring and engaging in feedback on products to drive optimization
    VP:
    • Marketing
    • Product Marketing
    • Brand Management
    • How are we still reinventing the wheel with each campaign when we've been following the same process for years?
    • How can I better align our campaigns with our international teams?
    • Why is it taking so long to get our content published or into the sales organization?
    • Why is our content not being used?(or, how do I find out withoutanalytics?)
    • How do I make sure sales isn’t making up their own messaging / solutions?
    • How does my team better support the field with campaigns and lead gen?
    • Increase marketing productivity
    • Decrease time to develop campaigns
    • Increase number of campaigns developed annually
    • Decrease time to develop marketing collateral
    • Increase in brand awareness & brand advocates

     

     

    Internal Network:

    The opener: Marketers don't need another tool to do their work, they need a platform that brings all key stakeholders and these disparate tools into one place so they can focus their efforts.

    The Proof: A top 3 global consulting firm found that our customers, like EMC and Nike, drove at least 15% higher productivity in key marketing activities like campaign execution, content development and collaboration with sales. Do you have 15 minutes this week to discuss how we helped marketers be more successful?

    How we do it:

    •Purpose-built places to engage cross-functional teams, agencies and vendors

    •Integration with any web-based marketing automation tool

    •One network to connect marketing and sales to drive leads and market share

     

    External Community:

    The opener: Marketers are overwhelmed with too many channels in which to engage partners and customers, ultimately fragmenting their experiences and handicapping brand loyalty.

    The Proof: Our customers like EMC and SAP have developed communities for partners & customers to share best practices with each other, creating more upsell opportunities and decreasing dealer support costs by 14%. Do you have 15 minutes this week to discuss how we helped these companies drive business value by being more customer-centric?

    How we do it:

    • Facilitating a communication channel to create and distribute marketing content faster
    • Engaging partners in a branded environment that keeps your brand top of mind in the channel
    • Monitoring and engaging in feedback on products to drive optimization

     

    Jive for Sales

     

    Target RolePain PointValue PropKey Messages
    What is the specific title/role we're going after?What is the biz need they have?What value do we provide?What are the compelling messages that will get their attention?

    VP of Sales

    CSO

    WW Field Ops

    • Are our repsfollowing the newsales methodology?
    • How do I move the bell curve to have more sellers hitting quota?
    • Are we able to react quickly to market changes / competitors?
    • How can I accurately present forecast numbers to the board / wall street with so much inconsistency?
    • Increase Deal Size / # Deals
    • Increase Win Rate
    • Increase Seller Consistency
    • Decrease Sales Cycle
    • Decrease Ramp Time
    • What if I could get your bottom 20%performers to contribute at least at 50%
    • What would your sales force be able to produce in new opportunities if yougave them 15% of their time back toprospect?
    • How much larger would your deals be if you had consistency in sales process and message in your (insert client’s)sales methodology?
    • What if you could inject everything inyour top performers heads into yourstruggling reps or new hires and move the needle on effectiveness?
    • How valuable would it be if we couldalign internal communications frommarketing, finance, ops, and legal toaccelerate deal cycles by 30%?
    • How much more efficient and effective would your reps be if theycould access all sales tools on the road from a mobile device or a tablet?
    • How would cutting over 20% off ramp up time (over 2 months of production / rep) impact your top line?
    Marketing Executives
    • CMO
    • VP Marketing
    • Solutions Marketing
    • Why is our content not being used? (or, how do I find out without analytics?)
    • How do I make sure sales isn’t making up their own messaging / solutions?
    • How do I scale my team to a much larger sales / support organization?
    • How does my team better support the field with campaigns and lead gen?
    • Deal Size / # ofDeals
    • NumberLeads
    • LeadConversion
    • Win Rate
    • Mkting Productivity
    • Field to Mkting Feedback
    • Campaign Impact
    • Best practice sharign
    • Quality of content
    • SellerConsistency
    • Customer Loyalty / Attrition
    • What would you be able to do if you could get the sales comp design process finish early with all parties signing off by an average of 25% faster?
    • Would you be interested in reducing sales process attrition by 50% with a platform that drives the right collaboration at the right time in deals?
    • Would it be of value if you could bring sales data from your CRM into a company-wide collaboration platform to collaborate with extended departments, lowering cycle time by an avg. of 30%?
    • What would a 23% improvement in onboarding time do across X new reps?
    • How would decreasing rep turnover by 12% impact sales costs and loss in revenue over X number of reps?
    • Given the current mandate from the SVP of sales to grown in LATAM, would it be helpful to drive increased collaboration and planning time by 20%?
    Enablement Executives
    • Director of Enablement
    • Sales Training Titles
    • Sales Readiness
    • Why is our content not being used? (or, how do I find out without analytics?)
    • How do I make sure sales isn’t making up their own messaging / solutions?
    • How do I scale my team to a much larger sales / support organization?
    • How does my team better support the field with campaigns and lead gen?
    • Onboarding / Retention
    • Increase Deal Size / # Deals
    • Increase Win Rate
    • Increase Sales Productivity
    • Best Practice Sharing
    • Decrease Ramp Time
    • Access / Mobility
    • What if you could enable your sales team to be more self-sufficient and lower sales support costs by 1.4 Million dollars (14% avg.*100K*# reps)
    • What if you could enable your sales teams to share best practices, insights, competitive intelligence, and other ideas to make them more effective?
    • What if you could get your bottom 20% of sales reps achieving plan?
    • What would your sales force be able to produce in new opportunities if you gave them 15% of their time back to prospect?

     

    Jive for Customer Service

     

    Target RolePain PointValue PropKey Messages

    VP of Support

    VP of Customer Service

    Director of Customer Service

    Director of Customer Support

    - High cost to resolution

    - High cost due to volume of calls.

    - Low customer satisfaction metrics

    - Cost Reduction

    - Call Deflection

    - Customer Satisfaction

    Using Jive to empower CSR's to share content can deliver a 16% increase in first call resolution.

     

    Crow-sourcing questions with Jive drives a down call handle times by 15%


    Customer self service solutions from Jive lead to an average of 8% decrease in call volumes, with some customers reporting up to a 30% decrease.

     



    VP\ of Customer Success

     

    (Must be confident that customer satisfaction/churn is a KPI and is part of this person's MBO)

    - Low customer satisfaction metrics

    - High Churn

    - Increased customer sat

     

    By employing self service options, and shorter times to issue resolution, Jive customers report a 25% increase in customer satisfaction.

    VP of Customer Experience

    - Low customer satisfaction  metrics

    - High Churn

    - Increased Customer Saty employing self service options, and shorter times to issue resolution, Jive customers report a 25% increase in customer satisfaction.

    VP of Marketing

    Director of Marketing

     

    (Must be confident that customer retention/loyalty is a KPI and  is part of this person's MBO)

    - Repeat purchase

    - Customer retention

    - Innovation

    - Increased customer loyalty

    Customer loyalty has been improved by 33% by increasing CSR knowledge, decreasing call handle times, and increasing first call resolution with Jive.