It isn’t often that a big company is able to respond quicker than hundreds of small companies, but Symantec walked away with the fastest phone reponse out of 3051 companies with a time of only 51 seconds.
I had the chance to personally deliver the Audit results to Symantec right on the Dreamforce show floor on the second to last day of the show.
Ken Krogue delivers ResponseAudit results to Symantec
This ResponseAudit broke the record for the most companies audited originally set at Dreamforce 2009 with 2875 companies audited. We also had 16 companies recognized as having responded in less that 5 minutes, which is the best practice, this is the same number of companies as in 2009. The average response time slipped from 41 hours 7 minutes in 2009 to 42 hours 18 minutes in 2011.
This is my favorite thing to do at a trade show because I get to meet everyone and I find that they are looking for me now when I come to share their audit results.
Ken Krogues brings the good news... You've Been Audited!
Here are the other company times (and by the way, we excluded ourselves, but InsideSales.com responded in 22 seconds!)
| Rank |
Dreamforce ’11 Attendee |
Time (M:SS) |
| 1st |
SYMANTEC CORP. |
0:51* |
| 2nd |
MIR3 |
0:54 |
| 3rd |
MEGAPATH |
1:20 |
| 4th |
CPI SECURITY SYSTEMS |
1:22 |
| 5th |
NOVATION CAPITAL, LLC |
1:36 |
| 6th |
INTACCT CORP |
1:56 |
| 7th |
TREEHOUSE INTERACTIVE |
2:00 |
| 8th |
INTERACTIVE INTELLIGENCE, INC. |
2:32 |
| 9th |
AVI-SPL |
2:38 |
| 10th |
DIGIUM |
3:22 |
| 11th |
AMCOM SOFTWARE |
3:32 |
| 12th |
WORKSHARE, INC. |
3:47 |
| 13th |
APAC CUSTOMER SERVICES, INC. |
3:50 |
| 14th |
MARIN SOFTWARE |
3:59 |
| 15th |
WEALTH ENGINE |
4:51 |
| 16th |
RAPID ADVANCE |
4:52 |
You would think after four years of doing a “Secret Shopper” on the attendees of Dreamforce the response times to fictitious leads submitted to their websites would get faster, wouldn’t you?
Not so.
In fact we dropped from 41 hours to 42 hours this year as the average time taken to respond to a lead. At least we are slightly more persistent with an average number of calls before giving up of 1.1, versus 1.07. The data makes me look like I’m being sarcastic, but I’m not.
Symantec has fastest Dreamforce 2011 ResponseAudit of 51 seconds
Some companies, like the behemoth Symantec, really get it. Their response time came in the best at 51 seconds. And companies like Treehouse Interactive demonstrated that they keep getting it because they were ranked #7 in 2011 and were also ranked in the top 100 back in 2009.
But not many others are seeing the low hanging fruit that they could grab if they just responded immediately and persistently to their leads.
How important is it?
Well the original study we did that was most impactful was with Dr. James Oldroyd.
Inc. Magazine just published a summary of this research with a link to the original study.
We are hearing that 45,000 people have registered for this Dreamforce and we have already talked with hundreds and are well on our way to giving away over 300 sweatshirt hoodies at the show!
Dave Elkington and I were at the show along with Thomas Oldroyd, our Sr. Director of Marketing, Michael Critchfield, our VP Sales and many of his team.
Thomas awarding ResponseAudit to #7 Best Response - Treehouse Interactive
Dave and I each gave 3-4 seminars in our meeting room that was packed to the ceiling with 450 hoodies and 8 nice leather chairs for folks to relax and learn about our Harvard research from Dave or 8 Best Practices from me.
RJ Tracy was busy giving live interactive demonstrations every half hour and worked circles around both Dave and I while the team answered questions from literally thousands of enthusiastic attendees.
RJ Tracy giving a live demo of PowerDialer for Salesforce 4.0
Scott Gardner, Mark Gaudette, and Brandon Byrge were moving full speed the entire time!
Michael, Mark, Scott and Brandon with our friends from ActOn Software
