Translating sales development into strong results
"At People & Performance, we translate sales development into strong results for our customers. Our tools and processes are based on research, and they work! That is why we get to work with a number of the most demanding and ambitious companies - also internationally."
Camilla Wolff, Director Commercial Excellence
"We are talking strategy implementation here. The foundation is thorough and should have impact on how our people act with their people and customers."
Caroline van Nieuwkerk, HR Director, ISS Facility Services Nederland
Working with a customer-centric mindset means that the employees work from the customer’s perspective rather than from internal processes and structure.
"Would your decision be the same, if you had to make it for your own business?" is an often-asked question when working with customer centricity. The approach is more about processes and attitudes than it is about working with more tools. How do we for instance ensure that we use our knowledge about the market and the customers to provide our customers with even better service, thereby strengthening the customer experience to improve customer loyalty? We know that loyal customers buy more, they buy more often, and they recommend us to others.
An organisation working from a customer-centric mindset has made a strategic decision to always use the customer’s needs as its starting point in everything it does. A decision that may challenge the organisation’s sense of identity. Do you work in silos? Is the solution and the product at the centre? With a customer-centric mindset, you approach the customer from a holistic perspective designed to make the customer see the company as a partner that effectively meets a complex need - every time.
You can also learn more about sales academy, understanding the buying centre and the sales straircase. You can also read about our case from ISS who as part of their strategy wanted to develop integrated solutions across different business units to benefit their major customers and to develop and implement a uniform approach to Key Account Development.
We create a strong sales culture in your sales organisation using the necessary tools and the right attitudes to increase your sales reps’ performance. Which culture do we want to be known for? Do we have a shared framework for interacting with our customers and each other? Together we define the framework that we as a team or an organisation would like to be known for, and from which we create focus and a common direction.
A shared and structured sales approach. We raise the bar of the entire sales organisation and structure your development, making sure it is anchored in the organisation, and we work with long-term tailored processes.The course content is developed to match your customers, sales channels and sales concept to ensure coherence throughout the sales process.
Are you in control of both people & performance? How do you ensure optimum segmentation and platform management? How do you get super committed employees, who are all high performers? It is all about focussing on the right efforts at the right time and balancing growth, results, customers, development, change, projects and employees. Through sales management, we create team effort synergies and reward individual high performers.
Customer loyalty is directly measurable on the bottom line: Loyal customers buy more, they buy more often, and they recommend us to others. The key to creating customer loyalty is to work with the customer experience. What do your customers emphasise in their buying experience? What must be the focus of your sales reps for them to create a positive customer experience? How do we deliver ‘something extra’ that will move the customer’s focus from the price to the value created for his organisation?
Is your sales reps’ competence development directly linked to the corporate strategy? An organisation’s ability to perform is highly dependent on competences and attitude. Developing a shared approach and shared methods as well as a common understanding throughout the sales organisation will work as a lever towards improved sales and increased earnings. A sales academy is a development process in which all of your sales reps are trained in methods, interpretations and approaches that are directly linked to the business strategy.
When the most important driver of customer loyalty is the sales experience itself!
Commercial excellenceDo your employees have the understanding of what your business needs to do to be profitable and successful and serve your customers well? Employees who possess commercial excellence have insights into the organisation’s core values, major competitors, key stakeholders and current business challenges. They know the organisation’s strengths and weaknesses, and you can apply this information to make the right decisions – for both the customer and the business. In other words, they understand the interaction between customer and business, product and stakeholders. They can change the parameters that can yield the greatest difference and by doing so a competitive advantage.
When competitors gain market shares or sales stall, it calls for knowledge about customers and market to get back on the right track. To succeed with commercial excellence you have to be able to see the commercial challenges from the customer’s perspective.
For you as a business it is pivotal that your employees possess commercial excellence. The employees that that understand how the business runs and makes money and who also have knowledge of how the industry works are also the employees that show commitment and concurrently focus on the bottom line and create results. Commercial excellence is hence a lever for the employees’ performance, when they understand the industry they work in and how their role support the organisation’s goals.
At People & Performance we work focused with commercial excellence and help businesses in developing their employees’ commercial excellence in order for them to gain insight into and tools to support the business in obtaining its goals.