Ian Kahn

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About

As a founding member and the leader of PwC’s Salesforce business, I have decades of…

Articles by Ian

  • CES 2024 Recap
    Jan 18, 2024

    CES 2024 Recap

    CES is officially a wrap! After spending most of last week interacting with innovators from all over the world, we are…

    5 Comments
  • Dreamforce 2023 Reflections
    Sep 15, 2023

    Dreamforce 2023 Reflections

    I attended Dreamforce 2023 this week and came away feeling energized about the future. My belief is that the…

    7 Comments
  • Retail Revolution
    Mar 7, 2018

    Retail Revolution

    The future of retail is here and consumers demand a confluence of convenience, choice, and control when they shop. In…

    1 Comment
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Experience & Education

  • PwC

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Licenses & Certifications

Publications

  • Retail reinvented: The business models for future success

    PwC.com

    Seismic transformation across the retail landscape is being driven by shifts in customer preferences, regulatory changes, skills shortages and disruptive technologies. To help survive and thrive in this environment, companies can focus on reinventing their business models and embracing new ways of creating and capturing value.

    See publication

  • How AI Is Revolutionizing Customer Relationship Management

    Information Week

    Artificial intelligence can help us harness our customer data and transform how we approach customer relationships.

    See publication

  • How to Gain a Competitive Advantage on Customer Insights

    Harvard Business Review

    To stay ahead of competitors, companies need to implement a system of privileged insights: unique and relevant information about customers that competitors don’t have access to.

    Based on research into 12 companies, the authors detail the ways companies can gain their own privileged insights — including creating a more robust and engaging customer service experience, integrating customers into product and service development, and observing and interacting with customers while they use…

    To stay ahead of competitors, companies need to implement a system of privileged insights: unique and relevant information about customers that competitors don’t have access to.

    Based on research into 12 companies, the authors detail the ways companies can gain their own privileged insights — including creating a more robust and engaging customer service experience, integrating customers into product and service development, and observing and interacting with customers while they use products.

    They also detail various best practices. The first is to build trust. Customers that see their lives or businesses intrinsically linked and improved because of what a company offers are much more likely to engage and more willing to exchange unique information and insight into their core needs and challenges. The second: Privileged insights should be embedded into existing customer touch points (e.g., customer service, warranty support, product delivery, etc.). And third: Every business unit should be empowered to make decisions based on these unique insights.

    See publication

  • Digital technology brings chains closer to customers

    Chain Drug Review

    The chain drug store industry is experiencing a major transformation driven by changes in how consumers interact with retailers and purchase products.

    See publication

  • Taking the total retail customer experience to the next level

    PwC.com

    Leading retailers are innovating the guest experience with next generation Clienting solutions built on technology platforms like Salesforce.com. Here is our perspective on this emerging trend.

    See publication

  • 2012 Multichannel Consumer Study

    PwC

    Comprehensive analysis of global consumer shopping behaivors and what they mean for leading retail and wholesale companies.

    See publication

  • Cross-Channel Retailing: How today's shopper is changing the retail experience

    Apparel Magazine

    Explore the latest trends on multi-channel retail and what it means for your business.

    Other authors
    See publication

  • How the multi channel consumer is reshaping retail

    PwC thought leadership

    Based on a comprehensive global study performed by pwc in late 2011. I led the us research and analysis effort and was a primary author of this white paper.

    See publication

  • 2011 Global Multi-Channel Consumer Study

    PwC

    Analysis on changing consumer shopping behaviors.

    See publication

  • 2011 CPG Report

    PwC/GMA

    Annual report covering emerging trends and benchmarking insights for consumer goods competitive marketplace

    Other authors
    See publication

Courses

  • Advanced accounting

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  • Advanced finance

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  • Advanced supply chain management

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  • Complex systems analysis and design

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  • Marketing operations

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  • Statistical analysis

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  • Strategic management

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Projects

  • Global CRM Transformation for Top 10 Consumer Goods (CPG) manufacturer

    - Present

    Transform go to market capabilities through the design and implementation of a vertical CRM solution for Consumer Goods to enable global transformation for one of the world's leading brands.

  • Omni Channel Retail Transformation for Leading Global Retail Brand

    - Present

    Agile transformation program for a leading global retailer (house of brands) to enable a seemless omni channel retailing experience spanning contact center operations, retail clienteling, social engagement, digital commerce, digital marketing, and employee engagement enabled by Salesforce Service Cloud, Marketing Cloud, App Cloud, Sales Cloud, Commerce Cloud and Community Cloud.

    See project

  • CRM Strategy through Implementation

    Sales / front office business transformation enabled by salesforce.com CRM solution. Our team partnered with the client, a global multi billion leading manufacturer of building materials, to define the front office transformation strategy, develop the future state business and technology architecture, and to deliver the end to end solution inclusive of all systems integration, change management, training, and business case development. This complex sales cloud, chatter, mobile and force.com…

    Sales / front office business transformation enabled by salesforce.com CRM solution. Our team partnered with the client, a global multi billion leading manufacturer of building materials, to define the front office transformation strategy, develop the future state business and technology architecture, and to deliver the end to end solution inclusive of all systems integration, change management, training, and business case development. This complex sales cloud, chatter, mobile and force.com implementation was completed in a 24 week agile design/build phase inclusive of integrations with legacy business systems and an initial data migration of > 40m records. The project was on time and on budget and transforms lead management and sales processes to achieve a robust ROI within the first year after implementation.

    Other creators
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  • CRM Transformation for a Top 3 Major Airline

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    Reimagine customer engagement model and transform CRM capabilities for a major airline. Transformation included a highly successful implementation of Salesforce Service Cloud, Sales Cloud, Community Cloud, Marketing Cloud and integrations with Azure, Power BI, and core Airline systems (reservations, etc).
    https://digital.pwc.com/en/our-work.html#/case-study-travel-management-experience
    Dreamforce presentation & demo: https://success.salesforce.com/sessions#/session/a2q3A000001pwTxQAI

    See project

  • Consumer Goods Social Intranet and Retail Execution Implementation

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    Our team developed a strategy, architecture and implementation plan to transform legacy Intranet solution that was failing into a next generation employee portal and collaboration platform. The client was a leading global beverage company that had made a significant investment in the Salesforce.com platform, however the lack of integration between Salesforce.com, Chatter and other non-Salesforce.com platforms was becoming an issue. In 12 weeks, our team designed, developed and implemented a…

    Our team developed a strategy, architecture and implementation plan to transform legacy Intranet solution that was failing into a next generation employee portal and collaboration platform. The client was a leading global beverage company that had made a significant investment in the Salesforce.com platform, however the lack of integration between Salesforce.com, Chatter and other non-Salesforce.com platforms was becoming an issue. In 12 weeks, our team designed, developed and implemented a next generation Social Intranet solution that retired legacy failing solutions, leveraged the power of the force.com platform, and delivered an integrated user experience the was social, mobile, and highly flexible for future growth.

    Other creators
    See project

  • US Market Entry For Top 100 Global Retailer

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    Enable the successful US Market entry for a Global top 100 retailer by enabling CRM capabilities through the Salesforce platform. Implementation included omni channel customer care, digital marketing, coupon management, and loyalty.

  • Transform Succession Planning with Force.com for a Top 10 Retailer

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    Transform succession planning for one of the worlds largest organizations. Transformation enabled by a highly innovative solution that we developed on Force.com (Salesforce).

    See project

  • Sales transformation and Salesforce.com implementation

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    Our client is one of the largest Industrial Distributors in the US. The company distributes more than 1M items to more than 500k customers. Since being founded >70 years ago, our client has prided itself in first-rate customer service. To keep up with rising customer expectations and ambitious growth targets, the client sought a way to revolutionize its sales processes, enable team selling, and take its customer service to the next level.

    The client chose a Salesforce.com Sales Force…

    Our client is one of the largest Industrial Distributors in the US. The company distributes more than 1M items to more than 500k customers. Since being founded >70 years ago, our client has prided itself in first-rate customer service. To keep up with rising customer expectations and ambitious growth targets, the client sought a way to revolutionize its sales processes, enable team selling, and take its customer service to the next level.

    The client chose a Salesforce.com Sales Force Automation (SFA) solution to equip the sales force with valuable customer information that could be accessed in the field via mobile devices.

    The PwC team developed a comprehensive business transformation approach that combined our industry knowledge, functional process expertise, and Salesforce.com solution knowledge with our proven program management and change management methodologies. PwC led an agile delivery approach for the Salesforce.com solution, which was designed and deployed in 19 weeks to 230 users across 12 branch locations in the Ohio and Florida markets. The solution included a complex integration with legacy mainframe systems enabled by a best of breed ETL solution that managed the migration of more than 40 million records. PwC collaborated with the client’s training and operations teams to support the initial deployment. Later this year the client will roll the solution out to 1,800 additional users across over 100 branches throughout the nation. As this was the client’s first major mobile application deployment and the first iPad rollout, change management was also top of mind. PwC worked with the client to develop tools, methods, and training to foster successful user adoption as they "made the leap" into next generation sales automation leveraging cloud based software and mobility.

  • Strategic Account Lead, Fortune 1000 Client

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    Responsible for all management consulting services provided to a high growth Fortune 1000 industrial distributor. In this role, established relationships at all levels of the client including the C-suite and Board of Directors and grew the relationship significantly based on successful delivery of strategic engagements, including the development of the enterprise application transformation vision and roadmap to enable planned growth.

    Demonstrated ability to collaborate effectively…

    Responsible for all management consulting services provided to a high growth Fortune 1000 industrial distributor. In this role, established relationships at all levels of the client including the C-suite and Board of Directors and grew the relationship significantly based on successful delivery of strategic engagements, including the development of the enterprise application transformation vision and roadmap to enable planned growth.

    Demonstrated ability to collaborate effectively with all levels of management in order to overcome complex and controversial challenges and achieve consensus on high impact strategic solutions that bridge people, process and technology.

    Responsible for cross functional program leadership for management consulting engagements delivering high impact strategic deployment results at the client including Sales Transformation, Salesforce.com and SAP solution design and implementation, Next Generation Marketing capabilities model and roadmap, and Merger integration, among others.

    Grew annual account by more than 1000% and established PwC as the client's strategic partner for business and technology transformation initiatives.

  • Global Web Platform for Fortune 500 Client

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    Strategy Architect and Program Leader, Global Digital Presence & Platform Transformation: For a leading Fortune 500 Chemicals manufacturer, our team led the development of a digital presence strategy and implementation of a next generation digital platform design that spanned operations in more than 20 countries and languages and included a completely redesigned user experience layer, a new enterprise class content management system (CSM), analytics, and integration with a legacy systems…

    Strategy Architect and Program Leader, Global Digital Presence & Platform Transformation: For a leading Fortune 500 Chemicals manufacturer, our team led the development of a digital presence strategy and implementation of a next generation digital platform design that spanned operations in more than 20 countries and languages and included a completely redesigned user experience layer, a new enterprise class content management system (CSM), analytics, and integration with a legacy systems environment.

  • B2C and B2B Geneology Portal: Digital Commerce Strategy, Solution Design and Implementation

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    A leading genealogy services provider knew it needed to establish a next generation Web 2.0 strategy and business model and replace its legacy ecommerce systems with a more scalable and feature rich platform.

    Our team developed a differentiated strategy based on the client's unqiue technical services capabilities and content library. We formalized the business case, future state business and system requirements, and target operating model. We led the vendor and system selection…

    A leading genealogy services provider knew it needed to establish a next generation Web 2.0 strategy and business model and replace its legacy ecommerce systems with a more scalable and feature rich platform.

    Our team developed a differentiated strategy based on the client's unqiue technical services capabilities and content library. We formalized the business case, future state business and system requirements, and target operating model. We led the vendor and system selection process and detailed system design phase and then developed and implemented the new digital platform.

    Highlights included:
    - Implemented application and data standards with new technology solutions to enable unique genealogical master search over diverse data collections
    - Redefined and implemented member ship structure to drive growth, including the introduction of a “freemium” membership model
    - Designed and implemented custom genealogical data management application to reduce dependencies on manual processes and technical resources
    - Provide one stop shopping through the online store; supporting products, donations, events and membership
    - Integrated web 2.0 features including social media, blogs, user commenting, and others to enhance the collaboration experience between members and experts in digital channels
    - Successful, on time implementation of new platform including ecommerce, web content management, digital asset management, advanced search, social media, and various custom genealogical applications
    - Established new organization structure to support digital growth
    Leveraged best of breed applications and IT service providers for data center hosting and support and the Amazon cloud for digital asset storage to achieve quality objectives at an efficient cost
    Introduction of a new membership levels and enhanced online user experience and feature set to position the organization for future growth

  • IT Strategy & Roadmap: Fortune 1000 Technology Distributor

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    Strategy Architect and Program Leader, Enterprise Transformation: Led a large strategic planning initiative for a Fortune 1000 technology reseller that included a full assessment of business and technology requirements needed to enable planned growth. Drove program implementation including integration of a subsidiary business unit to deliver productivity and operating margin gains, the development of a comprehensive business transformation strategy including ERP components, master data…

    Strategy Architect and Program Leader, Enterprise Transformation: Led a large strategic planning initiative for a Fortune 1000 technology reseller that included a full assessment of business and technology requirements needed to enable planned growth. Drove program implementation including integration of a subsidiary business unit to deliver productivity and operating margin gains, the development of a comprehensive business transformation strategy including ERP components, master data management, and CRM.

Honors & Awards

  • Salesforce Innovation Awards: Global consulting firm is most awarded Salesforce Partner in 2016; Awards were received for work with Lenovo, Sam’s Club, and a leading US Homebuilder

    Salesforce

    PwC earned the Partner Innovation Award in the Community category for its work with Lenovo. The solution involved the development of a global business partner portal, integrating over 16 discrete systems around the world, and enabling $1.3 million in savings.

    In the Retail category, PwC helped Sam’s Club transform its membership experience, successfully implementing a multi-cloud Salesforce solution for all 654 clubs in the U.S. The solution was developed on Salesforce Lighting and…

    PwC earned the Partner Innovation Award in the Community category for its work with Lenovo. The solution involved the development of a global business partner portal, integrating over 16 discrete systems around the world, and enabling $1.3 million in savings.

    In the Retail category, PwC helped Sam’s Club transform its membership experience, successfully implementing a multi-cloud Salesforce solution for all 654 clubs in the U.S. The solution was developed on Salesforce Lighting and delivered a suite of Mobile capabilities to enable the retailer to transform key aspects of membership engagement.

    In the Manufacturing category, a homebuilder turned to PwC to transform their global customer relationship management (CRM) platform. Using Salesforce technology, PwC helped its client develop a new customer journey and consolidated marketing, sales and customer service applications into a single platform, accessible through a custom application.

    The Salesforce Partner Innovation Awards is an annual awards program honoring Salesforce’s consulting partner community and recognizing the contributions they have made in helping clients innovate and connect with their customers through social, mobile and cloud technologies

    http://www.pwc.com/us/en/press-releases/2016/pwc-receives-three-salesforce-partner-innovation-awards-at-dreamforce-2016.html

  • PwC Wins Marketing Partner Innovation Award at Dreamforce 2015

    Salesforce

    San Francisco –September. 15, 2015 – PwC today announced it has been named the recipient of the Salesforce partner innovation award for marketing. In receiving this award, PwC was recognized for its work with European Wax Center, a fast-growing retailer which is leveraging Salesforce across every major business function to improve customer experience for its guests and corporate services to its franchisees. The award was presented at Dreamforce 2015, the world’s largest software…

    San Francisco –September. 15, 2015 – PwC today announced it has been named the recipient of the Salesforce partner innovation award for marketing. In receiving this award, PwC was recognized for its work with European Wax Center, a fast-growing retailer which is leveraging Salesforce across every major business function to improve customer experience for its guests and corporate services to its franchisees. The award was presented at Dreamforce 2015, the world’s largest software event.

    Following successful website design and development projects led by PwC’s Digital Services Experience Center, European Wax Center sought an advisor to assist them in transforming multiple business operations to meet aggressive growth plans. The rapidly-expanding retail franchise organization needed a platform that could scale and flex as fast as its business required, while also capturing and centralizing all points of engagement to nurture franchisee and customer relationships. From marketing automation to integrated reservations, call center connectivity to a simplified point of sale system, European Wax Center looked to leverage PwC’s expertise in creating unique marketing and customer experiences, combined with its extensive Salesforce implementation experience, to streamline operations and drive real business results.

    http://www.pwc.com/us/en/press-releases/2015/pwc-dreamforce-partner-innovation.html

  • PwC Wins Sales Partner Innovation Award at Dreamforce 2015

    Salesforce

    San Francisco –September. 15, 2015 – PwC today announced it has been named the recipient of the Salesforce partner innovation award for sales. In receiving this award, PwC was recognized for its work with Lenovo, which involves helping the client transform its mid-market operations, leveraging Salesforce to create a single global platform closely connecting business partners with key business functions across the globe. The award was presented at Dreamforce 2015, one of the world’s largest…

    San Francisco –September. 15, 2015 – PwC today announced it has been named the recipient of the Salesforce partner innovation award for sales. In receiving this award, PwC was recognized for its work with Lenovo, which involves helping the client transform its mid-market operations, leveraging Salesforce to create a single global platform closely connecting business partners with key business functions across the globe. The award was presented at Dreamforce 2015, one of the world’s largest software events.

    “We’re pleased to be recognized with a Salesforce Partner Innovation Award,” said Andrew Watkins, China Consulting CEO, PwC. “This award belongs to the joint Lenovo / PwC project team. It is a reflection of combining our client’s innovation and vision with PwC’s significant consulting competencies to jointly deliver tangible results.”

    Working with PwC, Lenovo is transforming the way it sells, services, markets, engages and operates to grow its business. As a leading high-tech company, Lenovo needed a platform that could streamline and automate existing processes, and closely connect business partners with Lenovo business operations. With the development of a single global platform based on Salesforce App Cloud, Lenovo is driving substantial business benefits, including a more than 75 percent decrease in average quotation process time and significant growth in the small and medium enterprise market.

    “We are pleased to know that PwC has been awarded with the Partner Innovation Award for its work at Lenovo,” said Xiaoxiao, Director, Lenovo Group Ltd. “PwC has been a trusted advisor supporting our Salesforce program and driving tangible business benefits.”

    http://www.pwc.com/us/en/press-releases/2015/pwc-dreamforce-partner-innovation-china.html

  • Salesforce.com Innovation in Sales Award

    Salesforce.com

    In receiving this award, PwC was recognized for its work with our client, one of the world's leading building materials manufacturers, in leveraging social and mobile cloud technologies from salesforce.com to accelerate its customer company transformation.

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