Vodafone Red Edge Enterprise Inside Sales team Penny

Vodafone Red Edge Enterprise Inside Sales team Penny Simmonds Vodafone Partner Markets

Why did we do it? The way customers buy has changed… Traditional Customer Journey 60 % Digital Customer Journey …of the buying journey completed before the customer contacts us We need to engage customers earlier in their buying journey C 2 – Vodafone Restricted 2

1 Know the Customer C 2 – Vodafone Restricted 3

2 Customised Communications C 2 – Vodafone Restricted 4

3 Personalised Offers C 2 – Vodafone Restricted 5

4 Systematic Sales Management C 2 – Vodafone Restricted 6

We have built a high performing Inside Sales channel called Red Edge C 2 – Vodafone Restricted 7

We have built a high performing Inside Sales channel called Red Edge € 350 m Closed-won TCV FY 16/17 C 2 – Vodafone Restricted 8

We have built a high performing Inside Sales channel called Red Edge € 350 m Closed-won TCV FY 16/17 97% Sales closed over the phone C 2 – Vodafone Restricted 9

We have built a high performing Inside Sales channel called Red Edge € 350 m Closed-won TCV FY 16/17 68% 97% Sales closed over the phone New business C 2 – Vodafone Restricted 10

We have built a high performing Inside Sales channel called Red Edge € 350 m Closed-won TCV FY 16/17 x 1. 3 97% Sales closed over the phone Revenue of traditional channels (for every € 1 spent) 68% New business C 2 – Vodafone Restricted 11

We have built a high performing Inside Sales channel called Red Edge € 350 m x 1. 3 Closed-won TCV FY 16/17 Revenue of traditional channels 97% Sales closed over the phone x 2. 6 More field sales visits C 2 – Vodafone Restricted 68% New business 12

A few of our successful wins… IT’S YOUR TIME TO SHIN Tamás Szakadáti DB NAM HU C 2 – Vodafone Restricted 13 THE SECTOR COUNTRY Professional Services Hungary

Learnings from RED Edge • • • Account ownership: even for lead generation it is critical that a single agent has ownership of the customer/prospect throughout the buying cycle to ensure no opportunity is lost Long-term play: quality pipeline is built over months not days and need to understand stakeholder needs in order to become relevant. Therefore do not aggressively focus on in-year revenue but also on pipeline and therefore target opportunities 2 years out Agents trained on whole product portfolio: landscape the whole account, ROI on selling a single product is lower Measure closed-won not just leads: conversion rate increased by x 5 for lead generation activities when we moved from TCV of leads to TCV of won business Speak to everyone: even low level employees have useful things to add to the discussion and can act as influencers. 3 -4 employees per country per customer is normal for our international customers Honest sales conversations: be honest about what want to achieve from a call, e. g. “I want to know when you are ready to talk” C 2 – Vodafone Restricted 14

Thank You