Best Practice Research on High Performing Sales Organizations. Copyright 2015 The Sales Management Association. All rights reserved.

Transcription

1 Best Practice Research on High Performing Sales Organizations Copyright 2015 The Sales Management Association. All rights reserved.

2 SPEAKER Joe Galvin Chief Research Officer MHI Global LinkedIn: slsm.gt/galvin PAGE 2 Copyright 2015 The Sales Management Association. All rights reserved.

3 Nicolaus Copernicus Printing Press 1440 to present Galileo Galilei On the Revolutions of the Celestial Spheres 1543 Telescope 1609 to present

4 Roman Inquisition June 22, 1633 Hubble Space telescope 1990 to Present Galileo Galilei Dialogue Concerning the Two Chief World Systems February 22, 1632 The Galaxy Big Bang to Present

5 How will this group of people, make this decision, this time?

6 Value Don t Waste my Time Time Expectations Know my Business Know your Solution Ask Insightful Questions Relevance Add Value

7 Sales Organization Customer Core Collaborative Culture Calibrated Success Customer Connect Collaborate Calculate Sales Professional Provide Perspective Conscious Collaboration Performance Accountability

8 Decision Dynamics People More People Involved Process More Formalized Process Politics How will this group of people, make this decision, this time?

9 Decoding the Decision Dynamic Joe Galvin Chief Research Officer CSO Insights Credentials Xerox Field Sales Gartner Group: Sales Rep Sales Manager: WW Sales Operations: VP CRM/SFA Analyst: WW Field Operations: SiriusDecisions Creator, Sales Operations Strategies MHI Sales Best Practices Study Customer Behaviors and Sales Metrics The MHI Global Sales System 6 Elements of the Sales System 12 Behaviors That Impact Performance

10

11 We provide sales analysis and decision making support to sales leaders: the individuals who are responsible for the creation and execution of the sales strategy. RESEARCH DATA EXPERTISE Sales Performance & Productivity Research Peer & Standard Benchmarking Advisory Best Practice Frameworks & Trends Assessment & Measurement Tools In-person & Online Executive Networking Research, Data and Expertise Sales Leaders Respect and Trust Globally.

12 Customer Management Business Management

13 World s largest ongoing study of complex, business-tobusiness selling and sales management practices More than 32,000 participants over last 12 years. Not exclusive to MHI Global clients or alumni. All Respondents filtered to reflect complex sale; 3+ decision makers. Study includes 3 sections: Demographics, Behaviors, Metrics Analysis defines key behaviors leveraged to drive performance.

14

15 N=1,215

16 Sales and Marketing alignment Social engagement Allocating the right resources Comparable price concessions Customer satisfaction Review results of our solution Why top performers succeed Management team advances deals Compensation aligned with objectives CRM as a collaboration platform Accountable for development Forecast accuracy accountability

17 QUALIFIED CREATE OPPORTUNITIES NEW MANAGE ACCOUNT OPPORTUNITIES ACQUISTION AVERAGE MANAGE ACCOUNT RELATIONSHIPS BILLING 23% 7% YOY PEOPLE EXISTING & ORGANIZATION CUSTOMER GROWTH OPERATIONS QUOTA & ACHIEVEMENT ENABLEMENT MANAGEMENT FORECAST EXECUTION ACCURACY World Class is comprised of respondents that collectively and consistently execute these 12 behaviors average 6 or greater Small percentage of respondent base, 7% in 2015 VALIDATE WITH SALES METRICS: World Class outperforms All Respondents on metrics measured by 23%

18 Decision Dynamics People More People Involved Process More Formalized Process Politics How will this group of people, make this decision, this time?

19 Customer Behavior: We know why our customers buy from us. Sales Metric: In a typical deal how many decision makers are you required to persuade? % W O R L D - C L A S S 5 yr avg 92% D e c i s i o n M a k e r s W O R L D - C L A S S 5 yr avg % A L L R E S P O N D E N T S 68% 4.60 D e c i s i o n M a k e r s A L L R E S P O N D E N T S 4.37

20 Customer Behavior: We know why our customers buy from us. Sales Metric: In a typical deal how many how many people from your organization are directly and consistently involved? % W O R L D - C L A S S 5 yr avg 92% P e o p l e W O R L D - C L A S S 5 yr avg % A L L R E S P O N D E N T S 68% 3.80 P e o p l e A L L R E S P O N D E N T S 3.56

21 Customer Behavior: Compared to last year our customers have significantly formalized their buying process. Sales Metric: Compared to last year, the average sales cycle time has changed: % W O R L D - C L A S S 5 yr avg 45% % W O R L D - C L A S S 5 yr avg +2.6% 30 % A L L R E S P O N D E N T S 27% +2.3% A L L R E S P O N D E N T S +2.8%

22 Customer Behavior: Our customers require formal ROI calculations before making purchasing decisions. Sales Metric: Compared to last year our retention rates are increasing: % W O R L D - C L A S S 5 yr avg 40% % W O R L D - C L A S S 5 yr avg +4.8% 35 % A L L R E S P O N D E N T S 26% +1.5% A L L R E S P O N D E N T S +1.1%

23 People More People Involved How do you connect with your customers? Process More Formalized Process How do you collaborate with your customers? Politics How will this group of people, make this decision, this time? How do you calculate value for your customers?

24 Qualified Opportunities New Account Acquisition Average Account Billing YOY Existing Customer Growth Quota Achievement Forecast Accuracy

25 Customer Management Business Management

26 Sales and Marketing are aligned in what our customers want and need. Qualified Opportunities Social media is a highly effective tool to identify new business opportunities.

27

28

29 Our organization is highly effective in allocating the right resources to pursue large deals. New Account Acquisition When we give price concessions, we always get comparable value in return.

30 S T R AT E G I C I S S U E : Our organization is highly effective in allocating the right resources to pursue large deals. Conscious, Cross-functional Collaboration Opportunity Evaluation Principles World Class All Respondents 93% 36% Funnel Transparency Funnel Confidence Predictive Analytics 0% 100% C o l l a b o r a t e

31 S T R AT E G I C I S S U E : When we give price concessions, we always get comparable value in return. Connecting capabilities to customer results and wins Generating Win-Win situations World Class All Respondents 81% 26% Connecting value for procurement Customer Collaboration 0% 100% C a l c u l a t e

32 We consistently share the results of our customer satisfaction/loyalty program with internal departments. Average Account Billing We always review the results of our solution with strategic accounts.

33 S T R AT E G I C I S S U E : We consistently share the results of our customer satisfaction/loyalty program with internal departments. Customer Satisfaction & Customer Loyalty Customer Outcomes & Quality Customer Success Collaboration Social Account Management C o l l a b o r a t e

34 S T R AT E G I C I S S U E : We always review the results of our solution with strategic accounts. Managing Value Dynamics Value and Solution Assessment Value Co-Creation Customer Collaboration C a l c u l a t e

35 Customer Management Business Management

36 We know why our top performers are successful. YOY Existing Customer Growth Our management team is highly effective in helping our sales team advance sales opportunities.

37 S T R AT E G I C I S S U E : We know why our top performers are successful. Building Business Awareness Developing Adaptive Competencies Descriptive & Predictive Analytics Transparent Performance Management C a l c u l a t e

38 S T R AT E G I C I S S U E : Our management team is highly effective in helping our sales team advance sales opportunities. Managing Activities, Coaching Behaviors Coaching early along the customer s journey Balancing Customers, People and Business Being a Leader, Coach and Business Manager C o l l a b o r a t e

39 Our sales compensation policies are aligned with our business objectives. Quota Achievement Our CRM system is highly effective for enabling our organization to collaborate across departments.

40 S T R AT E G I C I S S U E : Our sales compensation policies are aligned with our business objectives. Sales compensation mirrors business model Sales compensation to reinforce desired behavior Sales compensation to stimulate knowledge shareconomy Simplicity wins! C a l c u l a t e

41 S T R AT E G I C I S S U E : Our CRM system is highly effective for enabling our organization to collaborate across departments. Social CRM Integrated Pull Enablement Balancing technology and leadership Analytics drive coaching and excellence Knowledge Shareconomy C o l l a b o r a t e

42 Our management team is highly accountable for their sales teams' continuous improvement. Forecast Accuracy Our sales managers are always held accountable for ensuring the accuracy of our sales forecast.

43 S T R AT E G I C I S S U E : Our management team is highly accountable for their sales teams' continuous improvement. Sales Enablement As Strategic issue Leading by coaching Contextual Learning Driving knowledge shareconomy C o l l a b o r a t e

44 S T R AT E G I C I S S U E : Our sales managers are always held accountable for ensuring the accuracy of our sales forecast. Forecast accuracy Funnel confidence Regular coaching to determine forecast No adjustments beyond FSM Balancing Customers, People and Business C a l c u l a t e

45 Create Opportunities World-Class Sales Behavior Metric World Class ALL YOUR TEAM Sales and Marketing are aligned in what our customers want and need. Number of 92% 39% Qualified Social media is a highly effective tool to identify new business opportunities. Opportunities 72% 28% Manage Opportunities Our organization is highly effective in allocating the right resources to pursue large deals. New Account 93% 40% When we give price concessions, we always get comparable value in return. Acquisition 81% 26% Manage Relationships We always review the results of our solution with strategic accounts. We consistently share the results of our customer satisfaction/loyalty program with internal departments. People & Organization Average Account Billing 94% 41% 91% 40% We know why our top performers are successful. YOY Existing 96% 46% Customer Our management team is highly effective in helping our sales team advance sales opportunities. Growth 93% 47% Operations & Enablement Our sales compensation policies are aligned with our business objectives. Our CRM system is highly effective for enabling our organization to collaborate across departments. Management Execution Quota Achievement 96% 45% 85% 26% Our sales managers are always held accountable for ensuring the accuracy of our sales forecast. Forecast 91% 45% Our management team is highly accountable for their sales teams' continuous improvement. Accuracy 96% 43%

46 Fuzzy Math What We Think Data Clarity What We Know MHI Research Institute Note: Strategic Themes 2014: The next level of Transparency

47 CUSTOMER MANAGEMENT S T R AT E G I C I S S U E : Our CRM system significantly improves the productivity of our sales people Collaboration requires common strategy, message and knowledge Technology platform for sharing customer strategies Integration into SFA Shared visibility into the customer P r o d u c t i v i t y I n f r a s t r u c t u r e

48 BUSINESS MANAGEMENT S T R AT E G I C I S S U E : Our sales management team is highly confident in the data available from our CRM. Data confidence is not a CRM issue CRM exposes flawed or absent customer strategies Regular and natural use of customer strategies Transparency is limited to the quality of sales data input P r o d u c t i v i t y I n f r a s t r u c t u r e

49 Behavioral Data Strategy Content Collaboration Knowledge Exchange Message Chatter Financial Data Data CRM/SFA Sales Data Internal External Social Activity Customer Opportunity MHI Research Institute Note: Auto Analytics: Measuring Sales Behaviors

50 People More People Involved Buyer: /4.74 5yr avg. Seller: / 4.1 5yr avg. Process More Formalized Process Significantly formalized: 61% 2015 / 45.2% 5yr avg. Ave. sales cycle time: % 2015 / 2.6% 5yr avg. Politics How will this group of people, make this decision, this time? - Our Customer requires formal ROI : 61.4% 2015 / 40.2% 5yr avg. - Retention rate increase: + 5.4% 2015 / 4.8% 5yr avg.

51 Sales and Marketing alignment Social engagement Allocating the right resources Comparable price concessions Customer satisfaction Review results of our solution Why top performers succeed Management team advances deals Compensation aligned with objectives CRM as a collaboration platform Accountable for development Forecast accuracy accountability

52 How do your customers want to connect with you? Expectations of Expertise How do your customers want to collaborate with you? Sales Rep or Sales Professional How do you calculate value with your customers? Decoding the Decision Dynamic

53

54

55 We provide sales analysis and decision making support to sales leaders: the individuals who are responsible for the creation and execution of the sales strategy. RESEARCH DATA EXPERTISE Sales Performance & Productivity Research Peer & Standard Benchmarking Advisory Best Practice Frameworks & Trends Assessment & Measurement Tools In-person & Online Executive Networking Research, Data and Expertise Sales Leaders Respect and Trust Globally.

56 Thank You! Copyright 2015 The Sales Management Association. All rights reserved.

57 QUESTIONS Please remember to speak into the microphone - we're recording! Joe Galvin Chief Research Officer MHI Global joe.galvin@mhiglobal.com LinkedIn: slsm.gt/galvin PAGE 57 Copyright 2015 The Sales Management Association. All rights reserved.