global partners pilot proposal

Global Partners EnAct Pilot Program ProposalJanuary 21, 2010

Prepared by:The Brookeside Group, Inc.524 Main Street, Acton, MA 01720(978) 266-9876www.brookeside.com

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EXECUTIVE SUMMARY – “The Big Idea!”

Action-So What’s The Big Idea?

We are privileged to be considered as a partner by Global Partners in this important initiative. We are confident that our experience as a leader in the field of Client Relationship Management uniquely qualifies The Brookeside Group to partner with you. Throughout our engagement, we will work together to ensure you fully realize the benefits of improved client relationships, increased client profit margins, and differentiation through outstanding relationships.

By measuring Global Partners’ client perceptions and classifying the relationship level of each, Global Partners will be able to identify revenue growth opportunities from within the existing client base, uncover the “blind spots” of each individual sales representative, and create an actionable feedback mechanism to continuously strengthen existing client relationships. In doing so, Global Partners will further enable its Sales representatives to experience significant sales growth.

We firmly believe that success breeds success, and as each participant progresses through our recommended program – and realizes personal success with actual clients – they will approach each additional business development opportunity with the skills, information. and motivation necessary to fuel the growth of Global Partners for years to come.

Global Partners EnAct Pilot ProposalJanuary 21, 2010

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APPROACH – “How We Will Accomplish The Goals”

Delivering Global Partners Ultimate Goal

Leveraging our proprietary EnAct technology, we will partner with you to survey your clients, establish a baseline, and identify the skills and behaviors that are driving your most profitable relationships. The results provided by EnAct will provide us with the roadmap for saving, improving, and maintaining each of your client relationships.

Armed with this information, we can then work with you to develop a specific action plan, designed to leverage best practices, establish a consistent approach to client interactions, and build the skills necessary to effectively, persuasively, and consistently communicate the Global Partners value-add to each client.

Brookeside recommends a phased approach inclusive of the following:

Phase 1: Launch Enact 3.1 Pilot Program to 125 clients-75 Long Island Clients, 50 Core Clients, to be accessed through 10 User Accounts

Phase 2: Expand data set to include all Global Partners clients

Phase 3: Consulting and Training to leverage results, affect change and improve performance


EnAct Process

Loyalty Audit Deliverables

• Per our discussion, we will launch surveys to 125 Global Partners accounts, surveying 2-3 contacts per account. The determined sample set will consist of up to 50 Core Accounts and up to 75 Long Island accounts, as identified by Global Partners.

• All surveys can be sent out at the same time, or they can be rolled out in segments over a desired time period. We recommend surveying all at the same time to establish a baseline of results.

• Each respondent will be profiled and benchmarked along several key criteria and average scores will be included in a final report, which will be delivered during a half day onsite debrief and explanation session with senior management.

4Global Partners EnAct Pilot ProposalJanuary 21, 2010

EnAct 3.1 Deliverables

Loyalty Value Grid The Loyalty Value Grid helps you prioritize your capital and your efforts. The axes are “Account Value” vs. “Loyalty to Global Partners.” The accounts that require the greatest level of attention will be found in the lower portion. All accounts are very valuable to Global Partners, but these currently have a low level of loyalty, meaning they are at risk of defecting to a competitor if action is not taken.

Value

Loyalty

Level 3

Level 2

Level 1

Level -1

Level 3: Loyal.A long-term, mutually beneficial partnership that might receive your first and/ or last look.

Level 2: Predisposed. A relationship in which the customer is predisposed to continue but is also willing to consider alternatives.

Level 1: Transactional. A transactional relationship in which the customer is satisfied but also open to considering other relationships.

Level -1:Antagonistic. An antagonistic relationship with which the customer is unhappy and for which you are actively seeking alternatives.





















Loyalty Index/Client MixThe Loyalty Index is a metric used to convey the strength of a client relationship and is a very strong predictor of a client’s behavior. The Client Mix displays the Loyalty Levels, which are descriptive, as they describe the current state of the relationship, but not prescriptive, as they cannot tell you why the relationship is perceived that way or what you can do to improve it.

Case StudiesCase studies are the most prescriptive method for studying these Assessment results because they profile specific relationships. In the final report, Global Partners will receive two case studies:• Representative Level -1 Relationship• Representative Level 3 Relationship

Information Global Partners will receive:

5Global Partners EnAct Pilot ProposalJanuary 21, 2010

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Six Month EnAct Subscription

EnAct 3.1

EnAct is Brookeside’s online software tool that analyzes and delivers Relationship Assessment results in real-time to the people who can impact the account. Global Partners will receive 10 unique EnAct login accounts for staff members and managers plus an additional “Super User” account that will allow senior management access to all results . EnAct will disseminate the analyzed Relationship Assessment results in addition to customized action plans that pull from our extensive library of tactics and best practices. The self-assessment tool is also available to all users to highlight the users specific blind spots.

This greatly augments the half day on-site management debrief by providing account specific information and action plans to Account Managers, rather than only high-level reporting to senior management. EnAct is also accessible from the web 24/7.

Loyalty Level

6 Dimensions

Practices (Behaviors)


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As a matter of policy, we recommend that a company only receive as much data as they have the capacity to address. It is for this reason we suggest, rolling out the data across multiple phases.

As the number of Accounts you place within the system increases, substantial volume discounts begin to take effect, but, without having more knowledge of Global Partners particular needs, it is extremely difficult to accurately anticipate costs prior to establishing your unique needs. This being the case, please find below the prices for the first two phases of the process.

PRICING AND FEE STRUCTURE

Phase 1• EnAct Rollout to 125 Clients • EnAct 3.1 launch and 6 months user licenses

10 unique EnAct login accounts One (1) “Super User” account

$0

Phase 2• Additional Rollout of EnAct

Secondary rollout to include 375 additional clients

$50,000

Phase 3 Additional Training and Consulting

TBD

Phase 3 Additional Rollout to EnAct To Remaining Clients

TBDOut-of-pocket expenses (e.g., travel, clerical, production, shipping, etc.) are billed separately and at cost with no

markup.


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REFERENCES AND CUSTOMER BASE

Representative Clients


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Credentials

• 2008 Inc. 5000 Fastest Growing Private Companies): #756 overall; #27 in Boston metro

• In 2007 & 2009 The Brookeside Group was named a finalist in Selling Power’s “Stevie Award” – Sales Excellence Award for Sales Training Program of the Year.


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Understanding Climates

In order for Global Partners to develop the partnerships they desire with their clients, Global Partners must effectively manage the climates that shape those relationships. A climate is an environment...an atmosphere...a perceptive sense of how things ‘are’ and how things ‘work.’ They are created in the thoughts and feelings of those affected by them and are the single most important factor effecting behavior. If you want to change behaviors, you need to manage climates.

The two climates that exist in every business are Organizational Climate and Relationship Climate. Organizational Climate is the work environment created internally by managers and leaders that impacts the behavior, motivation and performance of every employee within a company.

Relationship Climate, on the other hand, is the atmosphere that is perceived by a customer, client or strategic partner when dealing with an organization. What that customer thinks and feels every time they deal with anyone from an organization is what forms their Relationship Climate. In the most simplistic sense, when an Organizational Climate is low, an employee doesn’t want to work there, is unmotivated, and performs poorly. When Relationship Climate is low, a client or customer doesn’t want to do business with that organization any more and is actively seeking alternatives.

CLIMATES – “What is a Climate?”


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RELATIONSHIP ASSESSMENT – “Measuring Relationship Climate”

Relationship Assessment

The survey instrument we use to measure Relationship Climate is called the Relationship Assessment. This adds a prescriptive element as it breaks the relationship into six Dimensions:

Integrity- Can you be counted on to act in a predictable manner? Do I believe what you say? Are you reliable, dependable? Are you trustworthy in your business dealings?

Competency - Can you actually deliver the product or service your have promised? Do you have people, skills, experience, systems, processes, etc. needed to perform as expected?

Recognition - Is our relationship important to you...or am I just a number? What have you done to demonstrate and reinforce the importance of our business relationship?

Proactivity - Do you only do what has been contracted for... or do you go above and beyond? Do you look out for me and ensure that I don’t encounter any surprises?

Savvy - Do you understand the “bigger picture?” Do you know what my day is like, how my firm makes money, how our business operates...and how you can help me achieve my goals?

Chemistry - Do I enjoy working with you? Do I look forward to our next interaction together, or is each a series of missed communication and dodged appointments?


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PROJECT TEAM AND RESOURCES

• Thomas Cates, President

- Tom is the President and Founder of The Brookeside Group, Inc., and specializes in strategic counsel to a diverse client base. Tom takes a market-based approach to assisting his clients with issues such as market research; customer satisfaction, retention & loyalty; corporate & brand positioning; key account planning; sales force effectiveness, and competitive analysis

- Tom has authored white papers and conference presentations on customer-research strategies and their application for driving greater organizational and operational effectiveness. Recent speaking engagements have included “Developing an Integrated Customer Loyalty Management System”, presented at the 3rd Annual Advanced Market Research Conference, and “How Effective Business Intelligence Can Facilitate Change in Corporate Thinking”, presented at the 8th Annual Business Intelligence Conference. He has been quoted in the popular press including USA Today.

- In addition to founding The Brookeside Group Tom is a Partner of Sherbrooke Partners LLC. and a General Partner of Sherbrooke Capital, LLC. Prior to that Tom was a Senior Associate at Mercer Management Consulting, Inc. and has held various sales and marketing positions within IBM, including Executive Assistant to IBM’s Director of Marketing.

- Tom received his M.B.A. from The Wharton School of The University of Pennsylvania and a B.A.E. from the Pennsylvania State University.


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• Jeff Bartolini, Consultant and EnAct Product Manager,

- Jeff is tasked with overseeing the company’s Loyalty research with a special focus on managing the ongoing product development of EnAct, Brookeside’s Loyalty Management software.

- Jeff spent much of his first two years developing and delivering global training initiatives targeted at improving customer and client Loyalty. During this time he developed a unique understanding of how companies and employees can utilize Loyalty information and use EnAct. More recently, this perspective has been leveraged as the project leader in the design and development of Brookeside’s next version of EnAct.

- Jeff completed a dual degree program from Bates College with major studies in Critical Theory, Discourse and Classical Rhetoric.


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• Bryan Solar, Relationship Manager,

- Bryan is tasked with overseeing the client on-boarding process for new EnAct Users. Having spent significant time executing EnAct –based Consulting and Training initiatives, Bryan ensures that all the necessary information and analysis is performed in accordance with client specifications. In addition to his functions with client on-boarding, Bryan develops new research materials for the Brookeside Group.

- While in the consulting delivery capacity, Bryan worked with Fortune 1000 companies to increase sales efficiencies by leveraging new technologies and external research opportunities.

- Prior to joining the Brookeside Group, Bryan oversaw Competitive Intelligence Initiatives for Shell Limited, specifically focusing on Supply/Demand forecasting and competitive capacities.

- Bryan graduated from Colby College where he majored in International Economic Development, with concentrations in East Asian Studies and Mandarin Chinese.


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• Bill Glencross, Sales Director

- Bill leads Brookeside’s new business development efforts. Prior to joining Brookeside, Bill was a Regional Vice President with Richardson, a global sales training and consulting company, serving the Northeast Region of the United States. He worked closely with companies to assist them in identifying and addressing critical sales development needs to help their people compete more successfully.

- Bill has extensive experience working with Fortune 1000 organizations to improve performance and accompanying sales results. His clients with Richardson included John Hancock Financial Services, Massachusetts Financial Services, Blue Cross Blue Shield of Massachusetts, Fidelity, Liberty Mutual, Boston Scientific, CIBC, Genzyme, and Cubist Pharmaceuticals.

- Prior to joining Richardson, Bill was a Director of Sales for YnotLearn, a Learning Management Software provider. While at YnotLearn, Bill’s responsibilities included new business development, relationship management, channel sales, and sales strategies, as well as an integral role in the launch of new products and services. Bill has enjoyed 20 years in sales and sales management, achieving success in a myriad of markets such as retail, financial, high-tech, and training and development.

- Bill is a graduate of Saint Michael’s College, with a B.S. in Business, with a secondary concentration in English Literature.


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