presentation on sales & marketing performance - CRM systems & roll-out - Minds&More sales summit on oct 9 2013 ...

1. “The Sales Performance & Productivity Summit II”
Track 3
15:15 – 16:00
Key analytics and CRM to drive your marketing
and sales performance. Sharing of case studies
Bart Vierbergen, Dynamics CRM Specialist Microsoft
Pascale Hall, Partner Minds&More
Joe Galvin, Chief Research Officer Miller Heiman
Tweet #9octsalessummit
SMS 0495/582.221 with
your question + name
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2. Sales Analytics: The Next Level of
Transparency
October 9, 2013
Joe Galvin
© Miller Heiman , Inc. All Rights Reserved.
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3. Back to the Future
….most sales force automation
tools don’t work.
….most sales force automation
tools on the market do nothing to
help the salesperson sell.
Tom Siebel – Michael Malone
1996
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….to date, most of the application
of computer technology to the
selling process is not for the
benefit of salespeople, but for
sales management. It’s about
control.
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4. Increasing Levels of Transparency
Spreadsheet
1990
Client Server
1996
Deploy new CRM System
Paper Form
1984
22%
0%
53%
20%
40%
Completed in 2012 or prior
25%
60%
2013/2014
80%
On Demand
2004
100%
Not planned or in place
SFA Market 2012: $4.7 billion
© Miller Heiman , Inc. All Rights Reserved.
Miller Heiman Research Institute Research Note:
Sales Analytics: The Downside of Transparency
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5. Forecast Accuracy
Those that have strong forecasts for 2013 report
higher accuracy
100%
90%
15%
42%
80%
70%
35%
74%
greater
than 80%
27%
greater
than 80%
60%
50%
22%
39%
40%
30%
81-90%
71-80%
15%
9%
9%
7%
4%
7%
<100% Forecast
100%+ Forecast
20%
10%
0%
91-100%
11%
© Miller Heiman , Inc. All Rights Reserved.
Miller Heiman Sales Performance and Productivity Study 2013
61-70%
51-60%
<50%
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6. Confidence in Funnel/Opportunity Data?
Organizations on track to achieve plan also have higher
confidence in their opportunity data
<100% Forecast
100%+ Forecast
5%
10%
14%
22%
22%
<50%
12%
51-60%
61-70%
12%
20%
71-80%
14%
17%
91-100%
22%
44%
20%
Funnel Confidence
of 70% or greater
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81-90%
54%
Funnel Confidence
of 70% or greater
Miller Heiman Sales Performance and Productivity Study 2013
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7. Sales OPS: Core Responsibilities
 Manage Sales Performance
- Measure, Predict and Influence Sales Behaviors
•
•
•
•
Operational Data: Results, costs
Opportunity Data: Funnels and forecasts
Activity Data: Sales calls, demos, proposals
Productivity Data: Conversion and velocity
 Customer Management Process
- Connecting with Customers
• Create Opportunities
• Manage Opportunities
• Manage Relationships
 Alignment of the Sales Technology Infrastructure
- Powering Information and Data Exchange
•
•
•
•
Territory Management
SFA-CRM Integration
Sales Process Emulation
Mobility
© Miller Heiman , Inc. All Rights Reserved.
Miller Heiman Research Institute Research Note:
Sales Operations: Defining the Core
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8. Sales Force Automation: Next Generation
SFA
Foundation
ICM –Sales
Compensation
Methodology
Automation
Accounts
Contacts
Opportunities
Comp Plans
Account Plans
Crediting Rules
Opportunity
Plan
Funnel/Forecast
Quota Mgmt.
Territories
Sales Hierarchy
Commission
Statements
Analytics
Historical Data
Capture
Predictive
Modeling
Coaching
Team Selling
Productivity
Metrics
Sales Force Automation: Next Generation
Visibility and Transparency - Reports and Dashboards
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9. MSFT analytics
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9

10. Customer Management System
App
App
Applications
Mobile
Collaboration
Data
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App
App
App
App
App
Device
Laptop (air), Tablet, Smartphone
Knowledge Exchange
Strategy, Message, Knowledge
CRM/SFA
Internal Data Systems
Marketing, Finance, HR
Miller Heiman Research Institute Research Note:
Sales Technology: Accelerating Change
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11. MSFT analytics
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12. Communications Technology
Dan J Mara
1930
Xerox
1984
Gartner Group
1996
TIME
Katie MacDonald
2013
Face to Face
Phone
Voicemail
Mail
E mail
Video
Webinars
Broadcast
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Subscribe
Miller Heiman Research Institute Research Note:
Social Communications: Leveraging a New Medium
Social
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13. Strategic Theme: Social Collaboration Platform
Profile
Profile
Profile
Product
Specialist
Subject
Matter
Expert
Message
Chat
Profile
Sales
Manager
Sales
Reps
File Sharing
Blogs
Messages
“Sky Drive”
Profile
Industry
Expert
Theatre
Virtual Events
Meeting Room
Forum
Library
Live web/video
Discussion
Micro Blog
Content
“Yammer”
Profile
Joe
Galvin
Chief Research Officer
Miller Heiman
Research Institute
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Broadcast
Subscribe
Auto-Analytics
Knowledge Exchange
CRM/SFA
Miller Heiman Research Institute Research Note:
Social Sales Community Organizational Collaboration
13

14. MSFT analytics
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15. The Next Level of Transparency
Outcomes
Funnel Confidence
Fuzzy Funnels
Anecdotal Perceptions
Activities
Behavior Modeling
The Next Level of Transparency
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Miller Heiman Research Institute Research Note:
Strategic Themes 2014: The Next Level of Transparency
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