sales performance & productivity summit ii - crm to drive marketing and sales performance
TRANSCRIPT
© Miller Heiman , Inc. All Rights Reserved. 1© Miller Heiman , Inc. All Rights Reserved. 1
“The Sales Performance & Productivity Summit II”
Track 315:15 – 16:00
SMS 0495/582.221 with
your question + name
Key analytics and CRM to drive your marketing and sales performance. Sharing of case studies
Bart Vierbergen, Dynamics CRM Specialist MicrosoftPascale Hall, Partner Minds&More
Joe Galvin, Chief Research Officer Miller Heiman
Tweet #9octsalessummit
© Miller Heiman , Inc. All Rights Reserved. 2
S a l e s A n a l y t i c s : T h e N e x t L e v e l o f T r a n s p a r e n c y
O c t o b e r 9 , 2 0 1 3J o e G a l v i n
© Miller Heiman , Inc. All Rights Reserved. 3
Back to the Future
Tom Siebel – Michael Malone
1996
….most sales force automation tools don’t work.
….most sales force automation tools on the market do nothing to help the salesperson sell.
….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.
© Miller Heiman , Inc. All Rights Reserved. 4
Increasing Levels of Transparency
Paper Form1984
Spreadsheet1990
Client Server1996
On Demand2004
SFA Market 2012: $4.7 billion
Deploy new CRM System
22% 53% 25%
0% 20% 40% 60% 80% 100%
Completed in 2012 or prior 2013/2014 Not planned or in place
Miller Heiman Research Institute Research Note:Sales Analytics: The Downside of Transparency
© Miller Heiman , Inc. All Rights Reserved. 5
9% 7%
11%4%
15%
7%
22%
9%
27%
39%
15%
35%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
<100% Forecast 100%+ Forecast
91-100%
81-90%
71-80%
61-70%
51-60%
<50%
Forecast Accuracy
Miller Heiman Sales Performance and Productivity Study 2013
Those that have strong forecasts for 2013 report higher accuracy
42% greater than 80%
74% greater than 80%
© Miller Heiman , Inc. All Rights Reserved. 6
Confidence in Funnel/Opportunity Data?
Miller Heiman Sales Performance and Productivity Study 2013
Organizations on track to achieve plan also have higher confidence in their opportunity data
22%
12%
22%
17%
22%
5%
<100% Forecast
10%
12%
14%
20%
20%
14%
100%+ Forecast
<50%
51-60%
61-70%
71-80%
81-90%
91-100%
Funnel Confidence of 70% or greater
44%Funnel Confidence of 70% or greater
54%
© Miller Heiman , Inc. All Rights Reserved. 7
Sales OPS: Core Responsibilities
Miller Heiman Research Institute Research Note:Sales Operations: Defining the Core
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. 8
Visibility and Transparency - Reports and Dashboards
Sales Force Automation: Next Generation
Sales Force Automation: Next Generation
SFAFoundation
AccountsContacts
Opportunities
Funnel/Forecast
TerritoriesSales Hierarchy
ICM –SalesCompensation
Comp Plans
Crediting Rules
Quota Mgmt.
CommissionStatements
MethodologyAutomation
Account Plans
OpportunityPlan
Coaching
Team Selling
Analytics
Historical Data Capture
PredictiveModeling
ProductivityMetrics
© Miller Heiman , Inc. All Rights Reserved. 9
MSFT analytics
© Miller Heiman , Inc. All Rights Reserved. 10
Customer Management System
CRM/SFAInternal Data Systems
Marketing, Finance, HR
Knowledge ExchangeStrategy, Message, Knowledge
Data
Collaboration
DeviceLaptop (air), Tablet, Smartphone
Mobile
Applications
App AppApp
App App App App
Miller Heiman Research Institute Research Note:Sales Technology: Accelerating Change
© Miller Heiman , Inc. All Rights Reserved. 11
MSFT analytics
© Miller Heiman , Inc. All Rights Reserved. 12
Communications Technology
Face to Face
Video
Social
TIME
Dan J Mara1930
Katie MacDonald2013
Xerox1984
Gartner Group1996
Phone Voicemail
Mail E mail
WebinarsBroadcast Subscribe
Miller Heiman Research Institute Research Note:Social Communications: Leveraging a New Medium
© Miller Heiman , Inc. All Rights Reserved. 13
Strategic Theme: Social Collaboration Platform
Chief Research OfficerMiller Heiman Research Institute
Profile
JoeGalvin
Profile
SubjectMatterExpert
Profile
IndustryExpert
Profile
ProductSpecialist
Profile
Sales Reps
Profile
SalesManager
MessageChat
BlogsMessages
LibraryContent
ForumDiscussion
File Sharing“Sky Drive”
TheatreVirtual Events
CRM/SFA
Knowledge Exchange
Broadcast Subscribe
Meeting RoomLive web/video
Micro Blog“Yammer”
Miller Heiman Research Institute Research Note:Social Sales Community Organizational Collaboration
Auto-Analytics
© Miller Heiman , Inc. All Rights Reserved. 14
MSFT analytics
© Miller Heiman , Inc. All Rights Reserved. 15
The Next Level of Transparency
Behavior Modeling
Funnel Confidence
The Next Level of Transparency
Fuzzy Funnels
Outcomes
Anecdotal Perceptions
Activities
Miller Heiman Research Institute Research Note:Strategic Themes 2014: The Next Level of Transparency