GetTinderBox.com THE MODERN GUIDE TO: SALES PRODUCTIVITY

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1 GetTinderBox.com THE MODERN GUIDE TO: SALES PRODUCTIVITY

2 01 The Sales Process Isn't What It Used to Be 01 The Importance of an Optimized Buying Process The sales process isn't what it used to be. With 94 percent of b-to-b buyers reporting that they conduct some form of online research before purchasing a business product, sales teams are focusing on increasing prospect engagement online.

3 01 Putting the Customer at the Center of Sales Productivity How does a sales organization build repeatable processes that serve both customers and its sales team? Technology has become the answer for many sales teams. North American businesses invest approximately $2,280 per rep per year on technology to make their SALES TEAM sales teams more productive. In many cases, that investment is paying off: in a survey conducted with the Sales Management Association from September to November of 2014, 77 percent of respondents said their use of sales technology is more than somewhat effective. When asked about sales-related technology investment objec- CUSTOMERS tives, more than 63 percent of respondents ranked improving the quality of customers' experience as more than somewhat important. Sales technology that puts the customer at the center of sales productivity does more than help sales professionals answer customer questions. Using data to automate and track the sales process can also help sales teams deliver personalized information and follow-up that move prospects further along the buying process.

4 01 Putting the Customer at the Center of Sales Productivity "In the past, salespeople interactions represented almost the entirety of the "customer experience," at least for business-to-businessfirms. Now sales calls occur in the context of a much broader web of buyer-seller interactions. As a result, sales forces are paying attention to the holistic customer experience to organize buyer coverage and communication approaches. Technology that integrates seamlessly with selling activity is essential to this effort." Bob Kelly, chairman of the Sales Management Association

5 01 The Challenge of Low Sales Technology Adoption Driving both customer experience and pipeline acceleration requires sales leaders reimagine their scope of responsibility and implement well-crafted processes and systems to guide the evolution of their teams. Perhaps more important than the challenges that lack of adoption creates for selling organizations, it is clear that the disjointed process adversely affects the buying experience as well. According to the Sales Management Association survey, respondents who reported low technology adoption cited the following influences: 44% 41% 25% Lack of support from senior leadership Salespeople are not held accountable for use of the technology Insufficient training on technology

6 02 The Customer Now Controls the Sales Cycle 02 The Buyer's View of the Sales Process Successful sales organizations have embraced the new reality: the customer now controls the sales cycle. With 84 percent of senior b-to-b buyers using online technology like social media to help them make their purchasing decisions, sales teams must evolve their processes and approaches to deliver prospects experiences that close deals faster. Research provided by IDC

7 02 Technology is Transforming the Sales Funnel Technology has and will continue to transform the traditional sales funnel, blurring the lines between stages and offering opportunities to create more personalized touchpoints. Mobility has fundamentally changed the nature of enterprise sales, with constant connection and real-time interaction becoming the new normal for b-to-b customers. Accenture coined this new reality of sales the Nonstop Customer Model, noting the ideal customer experience is more dynamic, accessible and continuous. To compete and win, sales organizations must move at customer speed and anticipate the demands of their buyers. Today's b-to-b buyers are making the shift "from offline settings into online and mobile environments," requiring sales technology that prioritizes mobile-first architecture and real-time communication tools. Integration with other platforms is another priority; a seamless blending of sales tools with marketing and service ensures a connected sales process and an improved buyer experience.

8 03 Making Things Easy for the Customer 03 How to Drive Sales Productivity and Optimize the Buying Experience "We're trying to grow our business and brand, but we want to make things easy for the customer," Michael Crafton, president of 360 Services.

9 03 How to Optimize the B2B Buying Process Optimizing the buying experience and accelerating sales productivity aren't mutually exclusive concepts. In fact, the rapid adoption of technology serves as a catalyst for making this concept a reality. "Sending a link to someone with their proposal helps set the tone and helps them understand there's an easier way, and that they should expect a higher level of service from us," Crafton said. Traditionally relying on paper, fax machines, and face-to-face interactions, Crafton wanted to bring his industry into the 21st century and help improve the customer experience. "We want to help our customers become more innovative," he said.

10 Services Reduces Proposal Creation Time to 15 Minutes By implementing TinderBox, the 360 Services sales team reduced proposal creation time by two-thirds, resulting in highly personalized proposals completed in just 15 minutes. Crafton's investment in sales technology, along with his commitment to streamlining the buyer experience, has made positive impact beyond the sales cycle. "We have to show our customers that the tools we use add value by also affording them more time to work on other parts of their business," said Crafton. Customers that save time in the buying experience can invest that time into other areas of their business, helping strengthen a seller-buyer relationship early in the process and increase sales productivity. The best sales technology is just one element of a methodology that provides sales professionals with the structure to better understand what customers need in the buying process. Insights from the TinderBox sales productivity suite provide Crafton and his sales team with valuable information about proposal performance and prospect interaction. This helps sales professionals improve proposals and deliver solutions that meet the exact needs of buyers.

11 04 Transform Your Organization 04 Sales Productivity. Realized. Accelerating sales productivity and optimizing the buying experience require sales leaders transform their organization.

12 04 Increase Sales Productivity Customer experience is no longer just the realm of marketing or customer service. Now, it's up to sales teams to provide the best experience from the first interaction to the last by establishing valuable relationships throughout the sales process. With this new reality and application of technology, sales teams can: Meet customers where they are Automate processes to make them faster Personalize buyer interactions Ensure that the content and solutions The faster you can respond to Personalized proposals and presen- offered can be accessed anytime, customer inquiries, the more quickly tations can signal early commitment anywhere, from any device. Because you can move them along the buying to customer experience and so many B2B buyers are using mobile process. That also gives your sales encourage buyer confidence in the to buy, consider tools that prioritize professionals more time to close seller. mobile capabilities. more deals.

13 04 Increase Sales Productivity "Automating processes throughout the sales cycle removes friction from buyer-sales interactions, making it easier for customers to say yes." Neil Hudspith, Chief Revenue Officer, DocuSign By maintaining focus on customer experience, sales teams can gain a wealth of insight into how to shorten the sales cycle and create efficiencies in their everyday jobs. This brings value not only to the buyer, but to your organization as a whole. When a buyer has an excellent experience with your organization, you'll do more than win a customer you'll transform the way your team sells.