ian irving | breese

© Miller Heiman , Inc. All Rights Reserved. 1

Ian Irving | BREESE


Strategic Issues for 2012

The Next “New” Selling Environment

Key Findings: 2012 Best Practice Study

Strategic Issues of the 2012 study

Social Media and B2B Sales

Attributes of a World Class Sales Organization


Welcome to “This Economy”

“Uncertain economy” | “Challenging economic times” | “Current economic conditions”


Change How We Sell

Provocative SellingProvoke your client

Challenger ModelChallenge their knowledge

SPIN SellingSituation, Problem, Implications, Needs Payoff

FUD SellingFear, Uncertainty and Doubt

Bare Handed Selling


Information Technology

Accelerates

InformationCommunicationsData acquisition

Real time reporting

Amplifies

MobilityMulti-platform

SynchronizationCollaboration

Illuminates

DataAnalytics

TransparencyContribution

Data, Information and Intelligence


Technology Drivers: 2015

Social is Mainstream- Customers get smarter- Social sales community

Limitless Bandwidth- Skype, video chat, stream- Tele-Presence, virtual events

Life in the “Cloud”- Anytime, anywhere, anyone

Big Data- Transparency, predictive analytics


Sales Strategic Issues: 2015

Analytics: 3D DataMeasuring how we sell

Customer X.0: The Multi-Channel CustomerSmart, sophisticated buying

Collaboration: The Social Sales CommunityChanging how we communicate

Revenue Marketing: Part of SalesDemand gen., Enablement, Nurturing

Sales Technology: Sales Rep AutomationBeyond SFA: Sales Force Accounting

http://images.google.com/imgres?imgurl=http://www.thegreenhead.com/imgs/zoltar-1.jpg&imgrefurl=http://www.thegreenhead.com/2006/10/zoltar-animatronic-fortune-teller.php&h=500&w=500&sz=55&hl=en&start=7&tbnid=fGkpkIx15cE9TM:&tbnh=130&tbnw=130&prev=/images?q=fortune+teller&gbv=2&hl=en&sa=G


The Edge of Innovation 2012

Tablets/mobility• iPads: Touch.salesforce.com• Synchronization, Dropbox, The “cloud”

Social Selling• Prospects: search, seek, track & engage• Customers: community, knowledge and nurture

Marketing Impact• Creating Opportunity: Demand gen, content, campaigns,

Account Based Marketing• Managing Opportunities: Enablement, Message, Tools• Managing Relationships: Nurturing

Collaboration: • Chatter, Jive• Social Sales Community, Customer collaboration• Social Enterprise, Social CRM

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Scanning Confocal Microscopy


2012 Miller Heiman Sales Best Practice Survey

World’s largest annual study of sales performance best practices

Over 27,000 participants to date Reveal trends, issues, opportunities in today’s selling

environment

2012 Study: 1,200+ responses, 15 verticals

Participate for 2013, survey opens November 2012


World-Class Sales Organizations?

Salesperson Productivity

Quota Achievement Account Acquisition Account Retention Lead Growth


Key Findings Sales Best Practice Survey

Understanding Your Customers

Front-line Sales Management Priorities

Technology’s Role in Improving Business Results


Understanding Your Customers

12


Front-line Sales Management Priorities


CRM Confidence is Growing

14

© Miller Heiman , Inc. All Rights Reserved. 15© Miller Heiman , Inc. All Rights Reserved. 15

How do you improve demand generation and prospecting performance?

How are buyer behaviors affecting successful sales cycles?

How do you improve customerretention, satisfaction andloyalty?

What is your strategy for talent management?

How do you utilize analyticsto manage and drive yourbusiness?

How do you create andsupport a culture of salescollaboration?

2 0 1 2 M I L L E R H E I M A N S A L E S B E S T P R A C T I C E S S T U D Y



We have a formalized value proposition that

is very compelling to our prospects.

We consistently follow a

standardized process to qualify

opportunities. Qualified Lead Growth

93%

39%

WCAll

91%

39%

WCAll


Strategic Issue: Create Opportunities

What is the account based marketing strategy?

What is the Marketing contribution to the sales pipeline?



Marketing Transformation

Marketing

Corporate MarketingBrand, PR, Comm.

Product MarketingProduct, Solution, Vertical

Field MarketingLead Generation

2002

Corporate MarketingReputation

Content MarketingProduct, Solution, Vertical

Revenue MarketingDemand Creation

Marketing

2012

Inbound - Outbound

Marketing OperationsData, Metrics, Technology

Buyer/Sales Enablement

Social Media

Measurement

Buyer 2.0

More InformedBuyer

ChangeCatalyst

Social Engagement

Transparency



Our organization is highly effective in allocating the

right resources to pursue large

deals.

We clearly understand our

customers’ issues before we propose a solution.

Growth in Account

Acquisition

92%

34%

WCAll

93%

48%

WCAll


Strategic Issue: Manage Opportunities


How do multiple buying influences change the decision making dynamic?

Are customers becomingbetter at buying?


Buyer 2.0: Buyer Chaos

More people = more complex decision processA more formalized process = more activities for the buyer to executeMore information, from more sources = Buyer Chaos

“…. 57% of the buyers journey is complete before engaging with a sales rep”

…….Really?View of Mt. Everest from Base Camp 1


Buying Process

Buyer 2.0: Knowledge Acquisition

Awareness

Status Quo

Activity

Phase

Shape Concept

Break Status Quo

KnowledgeBase

General

Shopping

Research

MarketOptions

Sales Execution

Evaluation

Engagement

Provider Capabilities

Justification

Selection

SolutionSelection

Decision


Sales & Marketing Process

Buying/Selling Process Alignment

Buying ProcessJustification

SelectionEvaluation

Engagement

Shopping

ResearchAwareness

Status Quo

Activity

Phase

Break Status Quo

Shape Concept

Sales Execution Decision

AccountManagementSales

CustomerMarketing

Marketing

Prospecting

Demand Creation

Sales Cycle

ContentMarketing


How do you improve customer retention, satisfaction and loyalty?

Our organization regularly

collaborates across departments to

manage strategic accounts.

We have relationships and

dialog at the highest executive levels with all our strategic accounts. Growth in

Account Retention

91%

42%

WCAll

96%

38%

WCAll


Strategic Issue: Manage Relationships

How do you improve customer retention, satisfaction and loyalty?

What is the connection between satisfaction and revenue?

What is your large account management strategy?


Sales & Marketing Process

Buying/Selling Process Alignment

Buying ProcessJustification

SelectionEvaluation

Engagement

Shopping

ResearchAwareness

Status Quo

Activity

Phase

Break Status Quo

Shape Concept

Sales Execution Decision

CustomerMarketing

Sales CycleProspectingAccountManagementSales

Marketing Demand Creation

ContentMarketing


Sales Process

Customer Lifecycle Management

Buying Process

Awareness

Status Quo

CustomerMarketing

AccountManagement

Customer ServiceBilling, support, service

Accounts / ContactsBuying influences, coaches

NurturingAccount based marketing

Reputation ManagementBranding, social monitoring


Sales Process

CRM: Customer Relationship Management

Buying Process

Awareness

Status Quo

CustomerMarketing

AccountManagement

Customer Service Systems

Sales Force Automation

Marketing Automation

Reputation Management

CRM System



Our process for getting new hires

to full productivity is

highly effective.

When we lose a high-performing salesperson, we always know the

reasons why. Growth in Salesperson Productivity

80%

17%

WCAll

85%

33%

WCAll


Strategic Issue: Management Execution


What are the behavioral attributes that predict success in our

organization?

How much time, energy and resources do we invest in improving our sales

team?


Talent Management

New HirePerformance

Time to Prod.Sales Process

Market-ProductAccounts

ProfessionalDevelopmentBusiness Acumen

Grad. DegreeTechnical

Cross-function

EmployeeRetention

TurnoverTenure

RecognitionFinancial

ProfileAssessment

HiringBest Practices

Top PerformersDevelopment


How do you utilize analytics to manage and drive your business?

Our sales performance metrics are

aligned with our business

objectives.

Our sales management team is highly

confident in the data available from our CRM

system.

Growth in Salesperson Productivity

93%

45%

WCAll

81%

25%

WCAll


Strategic Issue: Operations and Enablement

How do you utilize analytics to manage and drive your business?

What is the ROI of our CRM system? How consistently is your sales process used and understood?


Measuring Productivity

DATARevenue Value by Sales Phase

Revenue Forecast

ANALYTICSVelocity by Sales Phase

Conversion by Sales Phase Ideal Customer Attributes

Factored Pipeline


How do you create and support a culture of sales collaboration?

We leverage the best practices of

our top performers to

improve everyone else.

In an average week, our sales force definitely

spends sufficient time with

customers.Growth in

Quota Achievement

81%

25%

WCAll

85%

27%

WCAll


Strategic Issue: Management Execution

How do you create and support a culture of sales collaboration?

Where do sales people go to access information or access resources?

How do internal resources swarm to large, complex deals?


Social Technology: Selling and Sales

Social CollaborationVirtual Knowledge Network

Social Platform

Social SellingBuyer 2.01:N to 1:1


Social Selling: A New Way to Prospect

Search- Internet- LinkedIn - Facebook- Social Communities

Pursue- Research- Monitor- Triggers - Alerts

Connect- Approach- Messages- Metrics


Social Collaboration

Sales Rep Sources of InformationWhat you know

Who you know

Who they know

Who we know

Knowledge Network


The Social Sales Community

Sales CommunitiesRegions

Vertical MarketsCompetition

Products

Sales CommunitySales Reps

Sales ManagementSubject Matter Experts

Marketing


Attributes of World Class Sales Organizations

Standardized process to qualifyUnderstanding customers needsLeveraging Social Media

CRM is effectiveImprove quality of workSales & business metrics are aligned

Criteria to define strategic accountsJointly set objectives with accountsReview results with accounts

Gain access to decision makersAllocating the right resourcesDisciplined process

Getting new hires effective fastProfessional developmentKnowing why best are best

Spend sufficient time coachingClearly defined activitiesLeverage best practices


DISCUSSIONImplications for YOUR Organisations?

ian irving | breese

Documents

intelligence miller

handed selling miller

sales strategic issues

business results miller

social sales communitychanging

jivesocial sales community

b2b sales attributes

sales rep automationbeyond