Actions & Outcomes in Sales & Service

Getting right to the point: the desired goal and outcome of sales, customer service and relationship management initiatives is improved profit

Profit growth results from retaining valuable customers and cost-optimizing customer service.  Valued customers are acquired by the Sales process and enhanced and retained in the ongoing Service process.

Until now, these outcomes could only be measured after the fact, after the actions, often too late in the workflow to improve behaviors and performance.

But, that is finally changing…   Read more

What Gets Measured Gets Done

Performance Management will not work without effective feedback, reporting and information.

Once people have goals and targets, to keep them quickly adaptable to Plan changes and evolution over time, and to clearly communicate actual performance results, you need a comprehensive automated performance measurement system.

The Truth that “What Gets Measured Gets Done” is evident because measurement systems are explicit and overt statements from the enterprise to its workforce on how Success is happening, or not.   Read more

Automating Sales Operations: Why & How

These days, few if any organizations are still manually managing their sales processes. 

That being said, let’s state the obvious: using Excel to do anything is computer-enabled manual processing, but it is not automation.  Nor is using fragmented and dis-integrated tools for all of the elements related to sales and selling.  Just as the chain is only as strong as its weakest link, automated Sales Operations management is only as useful and effective as its weakest element.

The goal of selling is to generate more revenue and profits by acquiring, retaining and enhancing profitable customer relationships.  The goal of Sales Operations is to…  Read more

Strategic Convergence:

Workforce, Customer & Channel Performance Management

What goes around, comes around. Once again, in an evolving post-downturn business climate, different relationship and performance expectations begin to re-emerge: “new” to some, “back to the future” for others.

Across every sector, the one-dimensional focus on workforce Sales Performance Management (SPM) is again beginning to reveal…  Read more

Strategy on the Street

Tracking & Reporting Individual Workforce Member Day-to-Day Performance: How Does Your Organization Do It?

Successful strategy fulfillment depends on effective strategy execution, and that depends on accurate, timely and relevant communication, and use, of performance objectives and results information (among other things, of course). 

What specific process and technology enablers does your organization employ to put “Strategy on the Street” and make it work?