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Last Chance for Inside/Telesales Survey

In February we released our 2010 Sales Performance Optimization (SPO) report and it has already been widely distributed and read.  As a part of that survey, we also looked at Inside/Telesales and are continuing to gather data in this area for another couple weeks (Take…

Sales Relationship Process Matrix – Part II

Last week's blog introduced the SRP Matrix and defined its two axes:  levels of sales process implementation and levels of relationship.  With this foundation in place, this week we look at what the relative performance is of various matrix tiers.  The past three years we've…

Sales Relationship Process Matrix

My previous blog talked about Metrics that Matter and the good that derives from sales organizations with access to timely/accurate metrics.  However, I ended with the observation that these metrics must be based upon an adopted (i.e., agreed upon and implemented) sales process.  We've...

Metrics That Matter

I recently participated in a webinar addressing the question: Does Access to Timely/Accurate Metrics Make a Difference in Performance?  The short answer: you betcha! Percentage of overall revenue attained was 7.5 points higher (78.3% vs. 85.8%) and percentage of reps meeting/beating quota was 6.5 points...

Start-Ups and Other Adventures

Last week I had the good pleasure to co-present to a group of start-up CSOs, CMOs and CEOs.  The companies were different sizes, and maturities, mostly high-tech (some software, others hardware and manufacturing).  Also presenting was Anneke Seley, founder of PhoneWorks and author of...

What is Sales 2.0?

CSO Insights participated in the Sales 2.0 Conference hosted by Selling Power in San Francisco earlier this year and again last month at the East Coast event in Boston (Sales 2.0 Boston). When you attend these events you'll see a mix of vendors that...

Getting Ready for 2009

Maybe You've Heard ... Unless you've been living in Ted Kaczynski's old shed the past several months, you've likely heard, "It's a global financial crisis, definitely a recession (confirmed 12/01/08, duh), the worst since the Great Depression." For sales professionals and the executive teams of their...

Faster, Higher, Stronger: Just Shouting “Sell More” Won’t Cut It

Citius, Altius, Fortius There is a management maxim that is especially appropriate to metrics: citius, altius, fortius. With the Beijing Olympics spectacularly just finished, it seems especially appropriate because it is the Olympic motto: faster, higher, stronger. But as a sales manager you need to…

Technology Is Important to Exceeding in Sales, but the Question Is “How Important?”

There are a number of areas you could look to in defining Customer Management: marketing, sales, service, and support. We test six different metrics in our Sales Performance Optimization survey. These include the ability to: Effectively introduce new products; Farm additional opportunities and...

Transition in the Contact Center: To Sell or Not to Sell?

In early 2007 CSO Insights solicited input from call center management members. Over 300 companies responded to our request for participation in this research project. The firms taking part in this study represented a cross section of multiple industries. Figure 1 below shows...

Your Strategic Account Plan: Do You Have One? Can You Find It?

Develop and Maintain a Customer Strategy for Profitable Growth This month's topic is relevant and timely. CSO Insights has just released its 2008 Sales Performance Optimization report and tuning into and strategizing for customers both need attention. More than 1500 companies responded to this year's...

Are You Linked In? Selling Meets Social Networking

In my last blog I gave a very brief overview of the Sales 2.0 (S2.0) conference held in San Francisco. At that conference I presented, along with my partner Jim Dickie, what we consider to be some of the main points of S2.0...

Hot Tip and a FREE Pass to the Sales 2.0 Conference!

On October 30th, Jim Dickie and I presented at the first ever Sales 2.0 Conference in San Francisco. The event was well attended and featured best selling author Geoffrey Moore (author of "Crossing the Chasm" and others), Stu Schmidt pinch hitting for Dave...

Embrace Sales 2.0, or Be Left in the Dust

The history of sales has largely been one of companies perceiving market needs, creating products and services to fill these needs and then turning their sales forces loose to "go do their thing"—in other words, go get customers. The worm began to turn more...

Excuses To Visit Great Places!

As I write this I'm sitting at a Starbucks in Kings Beach at Lake Tahoe, California. In an hour we have a sales meeting with a prospective client up here and I can only say I hope it goes well. It would...

More on Virgin America

As noted in the previous posting, checking into and boarding my first Virgin America flight was a breeze. The in-flight service is great and, in my opinion, greatly enhanced by the on board technology. This brand new airline is flying brand new...

Great Start With Virgin America

Yesterday was my very first flight on Virgin America, from San Francisco to New York. It was TERRIFIC! This new airline home based at SFO is going to shake things up and give the established players major heartburn. For starters, since...

Bright New Crop of Sales Graduates

Last month I presented at Ohio University's 10th annual Sales Symposium. The event was hosted by OU's Sales Centre (www.thesalescentre.com), one of just a few dozen colleges/universities to offer a degree or certificate in sales. That's right. You CAN now receive...

Customer Surveys Can Be Short and Effective–and Build Loyalty at the Sales Level

My partner, Jim Dickie, recently vacationed in Vietnam. He stayed in a number of very upscale hotels and on checking out of one was handed a customer satisfaction survey. OK, quick: How many times have you been handed one of these and tossed it?...

Whither “Sales?”

Before CRM it was called SFA—sales force automation. And back in those days, before CRM magazine, it was Sales & Field Force Automation magazine. Larry Tuck invited me to be a contributing editor and, as such, allowed me to write a regular...

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