Published on March 16, 2014
1 TRED International Targeted, cost - effective revenue productivity improvement and margin growth.
22 Commercial in Confidence COMMERCIAL-IN-CONFIDENCE The information furnished within this document shall not be disclosed to anyone other than persons within your organisation that have a need to know for the purpose of responding, or adhering to this document. This information shall not be duplicated or used in whole or in part for any other purpose. COPYRIGHT All rights reserved. No part of this work may be reproduced or transmitted in any form by any means, electronic or mechanical, including photocopying and recording, or by any information storage or retrieval system, except as may be permitted in writing by TRED International.
33 Table of Contents • About TRED Page 4 • Revenue Performance Intelligence ™ Page 9 – Single View of Customer Page 21 – Activity Behavioural Performance Analytics Page 26 – Revenue Productivity Insights Analytics (forecast & pipeline) Page 32 • Customer Trust & Advocacy ‘Customer Experience Analysis’. Page 36 • What this means for you Page 44
4 ABOUT TRED
55 About TRED TRED is a specialist revenue productivity and performance improvement business focused on deriving greater efficiencies and effectiveness from your organisation’s revenue generation function - sales, business development, marketing and the customer. TRED was created with a single, fundamental purpose – deliver stronger margins and growth through enabling organisations to improve productivity of their revenue generation function’s assets. TRED’s unique solution combines internal performance data, ‘Revenue Performance Intelligence ™’, with powerful customer perception, buying behaviour and trust analytics ‘Customer Experience Analysis’. Sydney Melbourne Singapore AucklandTRED International
66 TRED • Founded in 2012, the Sydney-based company TRED and its standard-bearing product, Revenue Performance Intelligence ™, is delivering and enabling organisations with the next generation of customer insight management, revenue and productivity tracking technology solutions. • TRED, with its cross-platform, mobility-optimised products, is the leader in providing the authentic data businesses need in order to make the best decisions. • TRED’s founders and Advisory Team come from a deep leadership background in consulting, executive management, sales and marketing. • Over the years we have seen disappointing results from performance improvement initiatives implemented across the revenue function areas of businesses. • They all had positive attributes, however what was lacking was a true internal measure and assessment of what people were doing and an external measure and assessment of what did customers think, drawn together to get a truly 360 degree view on performance, thus in turn generating tactics and strategies to improve productivity, positively impact growth and deliver stronger margins. • TRED’s solutions are developed to address this across the revenue generation engine spectrum, including the number one asset – the customer. • TRED was born with the fundamental purpose – deliver growth and margin improvement through enabling organisations to improve productivity, efficiency and effectiveness of the revenue generation function.
77 What we do • TRED enables organisations with unique diagnostic application technology with comprehensive ‘Revenue Performance Intelligence ™’. Through combining this data and powerful customer beahvioural and trust diagnostics, ‘Customer Experience Analysis’, organisations are able to analyse and optimise revenue productivity and performance across the entire revenue function. • TRED's platform renders intelligence from any data source such as CRM, pipeline tools, spreadsheets and databases, including Exchange and Outlook, to enable better decision making for leadership through improved customer visibility, resource activity, pipeline probability and authentic forecasts. • Our solutions are founded on specialist technology, empirical research and a deep understanding of business revenue generation complexities, and customer requirements. • TRED delivers: – Stronger margins through increasing your revenue generation productivity and business efficiency on a targeted basis. – Data-driven tactics and strategy giving managers the analytics and tools to better enable decisions on where to invest efforts to achieve greater productivity to deliver consistent and sustainable revenue and margin growth. – A more cost-effective way of reporting, measuring and analysing the efficiency of revenue generation activities, customer perception and business performance. – Greater customer advocacy and stronger, premium revenue streams. – A stronger and sustainable measurable ROI
Binding Platform CRM Pipeline / SFA Spreadsheets Outlook / Exchange All enterprise systems Revenue Performance Intelligence: • Single view of customer • Resource activity / performance • Forecast • Pipeline • Opportunity Management • Marketing Campaigns • League tables Trust analysis Quantitative customer trust insights Qualitative customer trust insights Customer Trust Diagnostics and Analysis: • Revenue potential insights and analysis • Advocacy • Messaging and triggers Productivity: • Efficiency - Doing things right • Effectiveness - Doing the right things Utilisation: • Right customers • Right opportunities • Right resourcing Forecast / Pipeline • Authentic data • Greater accuracy • Real, un-emotive insights and analysis • Customer • Trust • Advocacy • Spend Predictability Certainty
9 REVENUE PERFORMANCE INTELLIGENCE
1010 All in one place • To execute effectively, you need the relevant information at the right time. This information lives in an ever-increasing web of disconnected spreadsheets, systems, databases and applications. • TRED solves that problem by rendering your data together in one platform. With ‘Revenue Performance Intelligence’, it’s easy to see all the information and analysis you need, simply in one place, consume it and apply it - do things right and do the right things. • TRED’s solutions are the most cost-effective and ideal for Enterprise and Medium businesses.
1111 Platform Your customer information is the lifeblood of your company. It’s accuracy, relevance and authenticity is the most critical aspect of all, and what you do with it can decide the difference between growth and decline. TRED’s Revenue Performance Intelligence™ solutions are built on a unique platform designed to enable companies to manage the growth, consistency and predictability of their revenue streams. The platform has three components: 1. Single View of Customer, 2. Activity Behavioural Performance Analytics, and 3. Revenue Productivity Insights Analytics. Authentic data and behavioural insights – fast, low fixed cost more insightful functionality . Our approach does away with the limitations and hassles of traditional technology solutions, which take months to set up, curtail what you can ask, and are costly to maintain over time. With TRED’s capabilities, you can get started in weeks, answer just about any question about revenue performance – any time – and do more with less cost and effort. The platform replicates entire source data sets and renders them into visible, useful and consumable formats. Our solution makes your aggregated data quick, easy to access and available when and how you need it. Because the platform binds isolated systems and data, you get an end-to-end view of your revenue delivery process – and everyone has the information they need to make better decisions.
1212 Platform In only a few short weeks to implement, it binds data automatically and unattended, even when you make changes to any of your source data. Our intelligent platform automatically adjusts to collect the right data, without the need for IT to re-build. Take Targeted, Timely Action That Improves Outcomes - TRED’s Revenue Performance Intelligence™ helps you identify important chain of events and make decisions that will improve their current trajectory and exceed expected results. It doesn’t just capture data it is an enabler for all facets of the revenue function to take specific corrective actions proven to minimise risk and maximise outcomes. Imagine being able to instantly see who excels at keeping deals moving – but needs to increase size of their pipeline. Or who has lots of deals in the works, but has a poor close rate. With TRED’s Revenue Performance Intelligence™, you not only see these trends early, but also the insights for the action required. High Visibility Drives High Performance - Empower your entire team with the authentic and real information they need to be top performers. Use Apps data, intelligence, insights and analysis to show key indicators, top opportunities, pipeline and forecast performance, progress against objectives and more. With a simple click, you can drill deep to understand the meaning behind any customer interaction, or lack of interaction.
1313 Outlook Web Apps Apps Apps Tablet App Store See the information you need - anywhere, anytime, any device… • See the information you care about. To do your job well, people need the right information at the right time. Unfortunately, that information lives in an ever-increasing mess of disconnected spreadsheets, systems, databases and applications. TRED solves that problem by bringing your business and its data together in one intuitive platform ‘App Centre’ making it easy to consume all the information you care about in one place and use it to make faster, better- informed decisions. • Stay connected anywhere you go. A seamless experience on any device, TRED delivers the information you want, wherever you happen to be. • Get everyone on the same page – The Apps are an organisation-wide platform capable of aligning your organisation, its conversations and its actions around business objectives that deliver real productivity results. And it transforms the way you manage business. Connect to any source of data - Think about the data you rely on and where it comes from. What if data from all those sources was automatically pulled into one location, in real time? We make that a reality so you can quickly and easily connect to any source of data, no matter what it is or where it lives.
1414 WWW Outlook Tablet Phone A simplified & Seamless Experience across all devices
1515 Overview of functionality Works on any device – which means users can interact with information on what ever device they use. Zero-touch - Because the Apps plug directly into the email server, your users do not need to do anything in order to see everything. Binds with any system and leverages existing data – which means all your existing performance and people data can be put to use, visualised, utilised, nurtured, grown and put back into your existing systems. You make the right decisions based on the right authentic data.
1616 Overview of functionality Simple and intuitive data capture – which means all data captured through the binding process is genuine and authentic giving greater confidence for decision making, certainty and reduced risk. Comprehensive reporting – which gives total visibility into all aspects of activity, performance and coaching. Integrates seamlessly with Outlook – which means total user familiarity and adoption
1717 Overview of functionality 360 degree view of email - Whether your sales people, project managers or invoicing systems are communicating with your Customers, suppliers or partners… you will automatically see everything without your people needing to do anything. Zero-touch document management - We know documents get created and then sent to colleagues, suppliers and customers. By intercepting documents at the email server level, we automatically capture documents. No need for unnatural and forgetful user intervention. Secure, Private and Confidential - We take email confidentiality and security seriously. That is why we have baked in enterprise class security at the user mailbox level…allowing your people to stay in complete control of what is shared.
1818 Overview of functionality Compartmentalised – meaning only a handful of Apps are required to solve the challenge. Less time on implementing meaning more time learning and tuning in operation. Flexible, rapid and agile – Tuning and configuration of Apps and templates is simple. Less time on implementing meaning more time learning and tuning in operation. Get actionable insights in your personal newsfeed…build your personal watchlist of people and entities you are interested in following and see a rich stream of targeted insights get delivered to your newsfeed. Make sense of the data fire-hose with newsfeed.
1919 Overview of functionality Govern Reality, not Theory - Although companies are built around defined hierarchies, business gets done in a more informal, social and organic form. Managing this reality is the key to managing Customers, Suppliers and Employees. Business email has changed forever - All your company’s communications, documents and business relationships are locked inside your email server, today. Our mission is to organise that information in new ways to make it universally accessible and useful.
2020 Revenue Performance Suite Application Bundles Links Newsfeed - My Customers Account Structure Core Information Documents Interactions League Tables Opportunities Relationships Revenue Sales Preparation + My Portfolios Call Cycle Daily Sales Activity League Tables Pipeline Revenue - My Sales Teams League Tables Revenue Lists Marketing Initiatives + My Initiatives Recipients Performance Sales Marketing Calendar Contacts Inbox Capture key buying cycle outcomes and opportunity forecast information without leaving Outlook. When this data is captured inside people’s daily routine and at the point sales people are communicating with a customer, the data is as accurate as it gets. See existing Customer revenue and sales figures visualised in simple and intuitive ways. No more spreadsheets, cubes or reports… Manage Sales teams using 100% authentic sales input and sales output data. Manage Sales people’s selling ‘inputs’ and relate them to their pipeline velocity and sales outputs. Manage Customer contacts from within the familiarity of Outlook contacts and any mobile device. A complete picture of every interaction, document, email and appointment ever made by anyone as it relates to each Customer buying cycle. Because the data is taken from Microsoft Outlook, the data is 100% accurate and authentic. Capture and see campaign performance and customer interaction
21 SINGLE VIEW OF CUSTOMER Actionable insights from email communications.
2222 Links Newsfeed Communications Documents Relationships Links: Allow users to opt in to sharing their email and appointment contents and documents (implementation option). Newsfeed: Build your own personal watchlist of email addresses and domains and see highly relevant headlines published to the newsfeed. Communications: See every email and appointment for individuals and entities automatically added from inbox, Sent Items and Calendar. Documents: See every document ever sent or received from specified mail boxes. Instant and real time document management capturing 100% of every document. Key word search across and within documents Relationships: See every relationship and who is communicating with whom, frequency and strength of relationship. Interactions Level screen example
2323 Example Apps • See every customer interaction • See every person your company has been communicating with derived from authentic email and appointment communications. • See the breadth of their influence and how busy each person has been • Add individuals to your personal newsfeed • Instantly see the emails that were last communicated to/from the individual Relationship Apps
2424 Example Apps • View domains and individuals (internal and external) and instantly see productivity and singleview • Interact with the correspondence timeline to see patterns in email and appointment communications • Powerful key word search enabling instant recall • See email and appointment communications meta data. Overtime, add third party data resolved against identity • Where permission has been given, view the contents of any email • Automatic threading Correspondence Apps
2525 Example Apps • Allows users to ‘opt-in’ and control what email and appointment content is shared • Real time view of user inbox, sent items and calendar appointments. Link Apps
26 ACTIVITY BEHAVIOURAL PERFORMANCE ANALYTICS. PRODUCTIVITY (EFFICIENCY & EFFECTIVENESS) Understanding the effectiveness and efficiency of the revenue generation function has never been easier.
2727 Behaviour and Measuring Effectiveness Designed to grow your business - The Revenue Performance Intelligence ™ Apps are designed to help you identify strengths, leaks and blockages. Revenue Performance Intelligence enables you to project revenue, focus your efforts and enable you to optimise your business practices and resource utilisation right away. You are able to drill down on specific team members, deal stages, customers, projects, channels, and more. Revenue Performance Intelligence makes it easy to get the insights you need to coach team members, improve processes and focus on the right deals at the right time. Get the insights you need to increase your team’s productivity - The benefits lay with its powerful activity insights. No other platform will provide you with such powerful insights and visualisation of activity. Within weeks you’ll uncover insights that will change the way you think about your sales process and activities and immediately enable you improve the productivity and utilisation of your sales teams. Gather information automatically - In this age of big data, the quality and type of data you capture matters. TRED’s Revenue Performance Intelligence saves your peoples valuable time by capturing all of the customer interactions automatically. Whether over email, spreadsheets, proposals etc all the interactions are captured and bound from the appropriate enterprise system with no effort. Therefore, you’ll see a significant impact on productivity and results. People are focussing on the right customers, the right deals with the right utilisations and effort.
2828 Example Apps • See every customer interaction • Map activity against opportunities to determine effective interactions Interactions App Opportunities App
2929 Example Apps • Activity overview to assist with coaching and deal focus • Map activity against opportunities to determine effective interactions
3030 Example Apps. Cont • See activity against each opportunity or portfolio to determine effectiveness • Identify opportunities for coaching interactions based on gap analysis
3131 Example Apps. Cont Coaching Apps • See, measure and understand the efficiency, effectiveness and outcomes of coaching activity • Identify opportunities for resource allocation and utilisation.
32 REVENUE PRODUCTIVITY INSIGHTS ANALYTICS - PIPELINE AND FORECAST Indemnifying chances of improving the probability of winning.
3333 Risk and Revenue Visibility The key to stronger win rates and predictable revenue is an optimised management of the pipeline. Being able to analyse the size of sales deals and how they move from awareness to a sale is an essential ingredient to getting your forecast under control. • Increase revenue - gain better visibility into pipeline performance to focus on the deals that need attention. • Resourcing and allocation - reduce revenue risk through more effective sales coaching and focus the efforts of your team(s) using insight gathered from analytics. • Better forecast and better decisions – informed decisions are better decisions and authentic data analytics enables you make the best decisions for resource optimisation. • Increase profits through analytics - practicing best-in-class authentic data analytics have been found to grow revenue and profits by 2-3x multiplier.
3434 Example Apps • See performance against targets to identify risks • Identify opportunities for allocation of resourcing based on gap analysis Revenue App
3535 Example Apps • See performance against targets to identify risks • Report forecast with certainty and confidence Portfolio Perf App Call Cycle App
36 CUSTOMER RELATIONSHIP TRUST CURRENCY AND ADVOCACY – ‘CUSTOMER EXPERIENCE ANALYSIS’.
3737 Introduction • Trust is a competitive weapon - companies and people who are trusted perform fundamentally better. Customer and consumer trust is the key to business success - Trust can be directly linked to revenue performance. • No quantifiable improvements can be achieved to revenue productivity without having the right insights. Just understanding internal revenue performance data is not enough – for the right decisions to be made, the metrics you need to know is what your customers do and don’t trust you for. • A major challenge for businesses is that trust is ephemeral – TRED enables you analyse the impact of trust and the costs of trust deficiency to business and how to make your business more resilient. • Trust is the most misunderstood and underutilised assets a business has. In the competitive world of business today, trust is more important than ever, especially when it comes to relationships with customers. It is the most significant strategically critical issue in customer relationships. Customer research shows trust is always the first or second most important purchase factor in purchase. Trust drives 60% of consideration, 80% of reputation and 75% of NPS
3838 Relationship Currency & Trust • Hinge’s latest research, How Buyers Buy, describes how most buyers who are trying to select a firm rely heavily on a firm’s reputation and the buyer’s existing relationships. If buyers know you and trust you, they are likely to buy from you. • Just like any personal relationship, business relationships require continual maintenance. In the long run, having close and trusting contacts will give you an edge, especially when other marketing tactics aren’t working.
3939 Overview • TRED’s HuTrust® model is the multi-dimensional trust equation to help your revenue generation assets become trusted advisors – facilitating loyalty, retention and footprint expansion. • Using the empirical research and proven methodologies developed, validated and applied through over 20,000 interviews and groups, we deliver you a robust analysis of your customers trust in your business at every interaction level as well as their needs and motivations. • We enable you to leverage qualitative and quantitative data and how to more effectively build critical customer trust resulting in stronger revenue and margins. The knowledge, skill and understanding is simply and easily transferred to your teams to deliver a quantifiable improvement to advocacy and revenue results. A 20% improvement in trust can mean 400% improved customer predisposition.
4040 HuTrust – the robust approach to analyse and build customer trust Why focus on trust • Because trust is the root cause of most of our behaviours. The more we trust, the more likely we are to buy. A 20% increase in trust can mean a 400% improvement in buyer behaviour. • For those that measure the NPS or satisfaction: Trust has a very high correlation with both these measures and drives over 70% of them. • That’s not surprising as we only recommend someone if we trust them. • So, even if you use operational NPS, focusing your efforts on building trust is the most effective way to achieve improvements. Trust is only a competitive advantage if you are more trusted.
4141 Depth How to work with trust. • HuTrust (human trust) reveals the six clear drivers of trust. This allows you to understand; • Understand in which areas your trust is stronger/weaker • Know which HuTrust Facets drive your trust most • Know how to build that trust practically. • This understanding of how trust forms in our minds allows us to analyse the strengths, weaknesses and opportunities to build more trust better. • Developed under supervision of the father of the most modern psychology theory, Professor Salber, and validated and applied through over 20,000 interviews and groups it is – psychologically correct – statistically robust and – practically proven • Practically proven with companies from Airlines to Government to Telco to Yogurt globally. You can imagine the six drivers as six buckets of trust that need to be filled. The average of their levels is always the same as trust and advocacy overall. Stability trust Development trust Benefit trust Competence trust Vision trust Relationship trust
4242 PwC Report Executive summary In this series PWC UK explores the topic of trust as an organisational asset that needs to be focused and actively managed. PWC note that despite the fundamental importance of trust to organisational performance, managements struggle with the understanding of trust – and thus with the notion of actively building and managing trust with their stakeholders. (Excerpts from PWC. Full presentation and additional information can be found here: http://www.pwc.co.uk/trust/issues/trust-the-overlooked-asset.jhtml) The Importance of Trust HuTrust® debunks the myth of trust being fluffy. It is the most robust and practically proven approach to actively build and manage trust. Optimising trust with HuTrust® has helped clients from Airlines to Banks to Telcos achieve trust and sales increases of over 20% within 3 -6 months. ‘HuTrust® is the link between our strategy and the critical implementation’ Senior Executive, Utilities firm
4343 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 0 1 2 3 4 5 6 7 8 9 10 Trust Score The Trust Effect Likelihood to recommend Feel connected to Go out of my way to buy a specific brand/product 0 1 2 3 4 5 6 7 8 9 10 Distrust No trust Low trust High trust Business Drivers Trust drives: 70-80% of reputation 65-75% of the NPS and satisfaction up to 60% of consideration Trust makes up 2/3 to 3/4 of your KPIs
4444 How does HuTrust® work? • HuTrust® reveals the 6 drivers of trust – allowing you to clearly identify – your trust strengths and weaknesses with the audience – how to best build trust with your audience • Every time our audience thinks of us or interacts with us, in milliseconds, they weigh up – What they can trust us for – Whether these qualities appeal to them – How strongly they can trust for them Where are our roots? What is our history? How do we evolve & stay relevant in the future? What is the benefit & practical value we offer? What is our competence that allows us to achieve? What kind of relationship do we stand for? What is our purpose? The vision we strive for?
4545 How does HuTrust® work? The 6 facets of trust work as 3 interdependent and complementary pairs – these make up HuTrust and can be summarised as: Trust is understanding - Where we come from and how we move forward - How we relate to our audience and what they get out of that relationship - What vision we pursue and what competencies we have to get there Stability & Development trust Working as a complement, stability trust is retrospective trust and development trust is prospective trust. Trust in stability How well are we trusted to have built a strong and solid foundation? How long have you been around? What have you done? What have you achieved? How have you developed or helped others develop? Trust in successful future development How strongly are we trusted to develop well in the future and help the audience develop well in the future? Development trust is about the audience’s ability to trust you to be able to evolve and develop successfully in yourself and thereby stay relevant to the audience. How will you develop and change? What will you do? Relationship and Benefit trust As an interdependent pair, the kind of relationship we are trusted for has to align with the benefit we are trusted for to be effective. Trust in an appealing relationship How strongly does our audience trust us to relate well to them? Relationship trust is about the audience trusting that we offer them a truly appealing relationship that connects with them. Are we supportive? Or inspiring or guiding? Trust in a relevant benefit Benefit trust is the trust that we are valuable to our audience in their lives. What do we bring to their lives? Why would the audience treasure us and invest in us? Why would they support us or even put up with us? Vision and Competence trust Without a clear and appealing vision it can’t be clear what competencies are needed and vice versa. Trust in an appealing vision What appealing vision or purpose are we trusted for – and how strongly? Is our purpose clear? Is it appealing and understandable? Vision trust is not an organisational goal like ‘achieving 90% satisfaction’. A vision or purpose is the reason of being and a higher purpose valuable to us all. Trust in relevant competencies Are we trusted to be competent? In fact, trusted to have the right competencies? Competencies are not only technical skills or capabilities. Equally they can be the ability to understand, synthesise or be pragmatic.
4646 12% 13% 14% 15% 16% 17% 18% 19% 20% 21% 22% HuTrust® Drivers Strength of the individual attributes driving each facet. Vision Benefit Stability Development Relationship Competence Example: Attribute and proof point alignment Once we know which HuTrust Facet drives your trust most, we can also see which attributes & messages drive that HuTrust Facet the most. This provides you clear implementation guidance and inspiration across product, marketing, brand, sales and customer service.
4747 Example: Qualitative Analysis The qualitative analysis can be done before or after the quantitative analysis. If done before, it provides additional input for the quantitative questionnaire – including specific HuTrust qualities and attributes. If done after, the analysis can focus on the prioritised areas and ensure the HuTrust Facets are well defined and relevant attributes are determined/developed. What customers currently trust for What customers want to trust for Trust gap analysis Competitive trust In depth 90 minutes Customer workshop Internal workshop Proof points Format:
4848 Example: Trust building effect In implementation HuTrust has shown to help improve the prioritised HuTrust Facets by between 10 and 20% within 3 months – in line with NPS, brand consideration and sales improvements. 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 0 1 2 3 4 5 6 7 8 9 10 Trust Score The Trust Effect 0 1 2 3 4 5 6 7 8 9 10 Distrust No trust Low trust High trust Stability trust Development trust Relationship trust Benefit trust Vision trust Competence trust TRUST Q1 Q2 NPS: -42 -38
49 WHAT THIS MEANS FOR YOU Results with visibility, precision and purpose
5050 What this means for you The Institute of Business Forecasting and Planning reports the error rate is between 16%-28% forecasting one month ahead - the error rate 3 months out is over 50%. You will be enabled to: • Increase revenue by focusing on the deals that need attention • Reduce revenue risk through more effective sales coaching • Gain better visibility into pipeline performance • Capture the revenue and customer activity data you can't catch or see • Gain deeper insight into pipeline management, activity prioritisation and improve forecast accuracy • Understand what customers do and don’t trust you for and the additional revenue to achieved through closing the gap Companies practicing best-in-class data analytics have been found to grow revenue and profits by 2-3x the rate of their competition. Your leadership will have the data and analytics to: • Make the best decisions for optimisation • Derive stranger margins • Focus the efforts of resources using insight gathered from analytics • Reveal strength and weakness areas • Identify best return for sales effort and maximise utilisation • Benchmark teams and individual Results with visibility, precision and purpose
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