The document discusses the importance of conversation in business. It suggests that companies focus conversation on customers and employees to directly increase sales and lifetime value. It advises companies to approach customers through conversation to learn about them and focus on their needs, as conversation provides a return on involvement.

1. The Age of Conversation Valeria Maltoni

2. Why?

3. Customer Board CEO General Counsel CFO VP, HR EVP, Sales EVP, Marketing EVP, Operations VP, Sales VP, Marketing VP, Operations EVP, Consulting Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Director Manager Assistant Director Manager Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Director Manager Assistant Staff Staff Staff Staff Staff Staff

4. Customer Customer Customer Customer Customer Customer

7. What

8. Company Employees Customers

10. Direct = Approach response % sales Lifetime $$$

12. How

13. It has to be you

14. Talk with

15. Learn

16. It’s about them

17. ROI = Return on Involvement

18. The Age of Conversation Valeria Maltoni