Mercuri International's Sale's Excellence in Technology...

Mercuri International
Financial and Professional Services
Keep good company: 70% of the world’s leading technology companies have chosen to work with Mercuri since 2004
© Mercuri International 2009
in the Technology Sector
Powerful Sales Performance
How technology companies use
Mercuri International to take their sales
to the next level
For more information contact your Mercuri consultant or:
Dave Cusdin
International Sector Head - Technology Sector
Tel: + 44 (0)7713 686635
Email: Dave-Cusdin@mercuri.co.uk
MERCURI INTERNATIONAL
www.mercuri.net

How Mercuri works in the sector
 Keeping, growing and winning customers is what Mercuri International helps our
technology clients do. We do it by developing people in appropriate sales, sales
management, relationship management, customer service skills, and advising on
and implementing workable, innovative customer approaches.
 In the past 5 years Mercuri has been chosen by over 70% of the world’s leading
technology companies.
 Some of these clients call on Mercuri for specific projects. With others, we have
an ongoing co-operation spanning 5, 10, 15 years.
 We are often appointed to preferred supplier lists following rigorous procurement
processes.
 In some cases, we work in individual countries. In others, we work cross-border and
in multiple languages.
 Sometimes we design the content and train in-house trainers to deliver. Often we
design, deliver and support implementation. Sometimes we are asked to provide full
programme management resources.
 We recognise the challenges and opportunities of working in a global market in
today's technology sector, where it is harder to differentiate, communicate value and
there is increasing pressure on price.
 We operate in all channels across the sector, which we segment as shown overleaf.
 The technology sector is one of 5 industry sectors on which we place particular
emphasis.
 Mercuri International has 630 professionals employed in 42 countries and has been
leading our field for over 4 decades.
‘We are committed to building on our successes in this critically important sector. We
recognise that technology businesses face specific challenges and opportunities in
these changing times. That is why we have developed a strong sector approach that
brings relevant, innovative solutions to our technology sector clients.’
Susanne Lithander, CEO Mercuri International Group

Helping our clients win, grow and retain their clients.
Working with 70% of the world’s technology companies.
Working with some clients for more than 10 years.
As preferred supplier to many.
Working globally and locally.
Building and delivering our solutions collaboratively.
By recognising the challenges and opportunities in this
sector
Operating in all channels across the sector.
Transferring best practice not only from this sector but
from our experiences in other sectors.
Having 630 professionals employed in 42 countries and
leading our field for over 4 decades.
‘We are committed to building on our successes in this critically important sector. We
recognise that technology businesses face specific challenges and opportunities in
these changing times. That is why we have developed a strong sector approach that
brings relevant, innovative solutions to our technology sector clients.’
Susanne Lithander, CEO Mercuri International Group

Hardware
Software
Integrators
& Developers
Support
Services
Comms &
Networking
Data
Storage
Security
Mercuri
in the
Technology
Sector
The sector faces enormous challenges and opportunities as the economic,
competitive and customer environments go through massive change. Delivering
sustainable levels of profitable customer retention, cross-selling, marketshare and new
business, places big demands on sales and service leaders.
Here are some examples of how Mercuri helps organisations to respond:
‘The global economy is developing from locally-centric to customer-centric business.
That’s why we put high effort into our account management, which has increasing
importance to our company. We want to grow our large customers. With a mature
account management program in the background, we therefore will intensify our
efforts at continuous improvement with even more speed.’
Heads of Account Management, global integrated technology company

How Mercuri Works in the sector: multiple channels
A sector with multiple channels, which demands active and effective cross-selling:
‘Just a quick note to say the sales course was really good, probably the best one I've
ever done (and I've done a few!). I will be putting some of the stuff into practice
straightaway.’
UK Account Manager, leading global hardware company
CUSTOMERS
CUSTOMERS
Company Customers
Key Account Management
Field Sales
Telephone Sales
Distributors
Resellers
3rd Party Providers
Go To Market Partners
Call Centres
E-Commerce

Mercuri has a reassuring track record in working across these channels. For example:
 Working with Corporate, Global, Strategic and Key Account Managers to help them
manage complex relationships with major national and international clients.
 Forming, managing and developing business through resellers, distributors, and
partners.
 Managing complex corporate relationships using a blend of global account
management
and direct customer relationship management.
 Aligning the company offer to the strategic and business goals of the client through the
use of business analytical tools.
 Establishing and developing telesales and e-commerce operations for managing and
developing smaller customers.
Defining and communication unique value propositions to specific customers.
 Creating optimum profit in contracts and defining margin recovery strategies and
tactics.
 New service or product launches to quickly equip sales teams with the skills necessary
to go to market quickly and profitably.
 Implementing pipeline management that accelerates the sale process, increases
probability of winning, and creates sustainable, predictable revenue.
 Offering solutions from new hire to senior account managers and business leaders.
‘I commend your excellent team who have done a great job with us. The participants
in the classes have all benefitted tremendously and were able to apply what they
learnt almost immediately into their accounts. Please convey my gratitude to Patrick
and Ravi as they have been excellent mentors and coaches.’
Business Manager for Asia, Telecommunications Team

Mercuri has a reassuring track record in working across these channels.
For example:
 Working with Corporate to Key Account Managers.
Working with all routes to market.
Helping clients achieve their strategy.
Cost-effective sales approaches.
Defining and communication unique value propositions.
Protecting margins.
Maximising returns on new products.
Accelerating sale processes.
Increasing the probability of winning.
Creating sustainable, predictable revenue.
‘I commend your excellent team who have done a great job with us. The participants
in the classes have all benefitted tremendously and were able to apply what they
learnt almost immediately into their accounts. Please convey my gratitude to Patrick
and Ravi as they have been excellent mentors and coaches.’
Business Manager for Asia, Telecommunications Team

Why our technology clients say they choose Mercuri
Depth & Breadth
Innovation
Understand sector pressures
Effective methods
Global capability
Improve performance
Good people, good teams
Measurable payback
‘The sales managers loved it and it will probably get the highest evals from the 3
course offerings this week. Each presenter was excellent and they were able to
engage and energise a tired sales management team at the end of long training
week. I had people coming up to me and stating -- this is great and very relevant, the
best training yet!’
WW Client Engagement Manager

The Company
Founded in 1939 by Stanford University classmates
Bill Hewlett and Dave Packard, HP has grown into
one of the world’s leading technology companies.
The Challenge
Operating with such a large product and service
portfolio, in 3 core technology areas and across
such a wide geography, HP wanted consistency of
sales approach that gave economy of scale and
which respected local, cultural and language
differences.
Mercuri International in the IT and
Telecommunications Sector
Helping IT companies to build stronger sales
The Results
Thousands of HP salespeople and sales
managers have been developed across the
world in common methodologies and skills
using Mercuri International local expertise
and co-ordinated through Global Project
Management.
To date, a total of 19 sales and sales
management programmes have been
developed and implemented throughout the
world. These have been specifically aligned
to HP’s go to Market strategy, and sales and
sales management processes, to enable
defined behaviour change and maximum
ROI.
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Company
Founded in 1939 by Stanford University
classmates Bill Hewlett and Dave Packard, HP
has grown into one of the world’s leading
The Challenge
Working in a market where price is a key factor in
customer decision-making, the challenge is to
communicate the value a division such as PSG
can offer to its clients.
Helping personal computer sellers build stronger sales
The Results
Advanced Hunting and Farming
Training
Working with HP Personal Solutions Group
(PSG) to develop an advanced hunting and
farming curriculum, to open up new accounts
and expand existing accounts.
The program has been delivered around the
world to enable HP to achieve its strategic
objectives in the PSG division.
www.mercuri.net
Dave Cusdin
Tel: + 44 (0)7713 686635

The Challenge
The sales leader wanted his sales directors to
think more like general managers in developing,
executing and developing people to their
strategies.
Using a business simulator based on the HP
business model, sales directors were able to see
the accelerated impact of their strategic decisions.
The KPIs developed for the business simulator
were then transferred back into the business, to
enable the sales directors to manage their area of
responsibility more effectively.
The Results
‘Fly High Programme’ for Sales
Directors
Results show a 60% improvement in key
Areas - strategy, leadership, people development,
and sales execution.
These performance improvements have been
linked to a $250 million revenue growth in 2007.
Further, the overwhelming success of the initial
programme has prompted its release to the next
level of sales managers, as well as plans to launch
it in Asia and the Americas later this year.
The Company
classmates Bill Hewlett and Dave Packard, HP has
grown into one of the world’s leading technology
companies.
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Challenge
This is a price sensitive market with raw materials
costs reducing almost weekly. Hence the
revenue per unit is declining and the sales quotas
increasing.
Customers are aware of this and negotiate
strongly from this position. If no margin recovery
is enacted the supplier can see margins
continually reduce.
The Results
Margin Recovery
Both sales managers and salespeople were
exposed to a business simulation that
enabled them to see the impact of their
margin recovery strategies and plans.
Based on a collection of best practices from
around the world, they developed action
plans to recover margin through attach and
upgrades and through services.
The Company
classmates Bill Hewlett and Dave Packard,
HP has grown into one of the world’s leading
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Challenge
Customers are demanding more and more that
the IT solutions they buy have a direct impact on
the business and business environment in which
they operate. It is no longer enough to buy the
‘latest technology’
In the programme, the HP sales team developed
their skills to collaborate with customers, so that
they can align their solutions more effectively with
their customers’ business to help solve business-
level problems.
Helping storage, database and server sellers build stronger sales
The Results
Skills to enable the sales process
•Increased revenue.
•Demonstrable value to customers.
•Improved and expanded contact with the customer
up to the highest levels.
•IT alignment with business strategy.
The Company
Founded in 1939 by Stanford University classmates
Bill Hewlett and Dave Packard, HP has grown into
one of the world’s leading technology companies..
.
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Results
Skills for Global Account Managers
•IT Alignment with business strategy.
The Company
Hitachi Data Systems, headquartered in Santa Clara,
CA, is Hitachi’s focal point for storage infrastructure
solutions, storage management software and storage
consulting services.
The company offers a wide range of systems,
products and services in market sectors including
information systems, electronic devices, power and
industrial systems, consumer products, materials,
logistics and financial services
The Challenge
they operate. It is no longer enough to buy the
‘latest technology’
In the programme, the HDS sales team developed
their skills to collaborate with customers, so that
they can align their solutions more effectively with
their customers’ business to help solve business-
level problems
Helping storage, database and server sellers build stronger sales
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Challenge
they operate.
It is no longer enough to buy the ‘latest
technology’. In the programme the Siemens
Enterprise Network Global Account Managers In
developed their skills to collaborate with
customers, so that they can align their solutions
more effectively with their customers’ business to
help solve business-level problems
Helping network communications sellers build stronger sales
The Results
Skills for Global Account Managers
•Alignment with business strategy.
The Company
Siemens, headquartered in Berlin and Munich, is
one of the world's largest electrical engineering and
electronics companies. Siemens provides innovative
technologies and comprehensive know-how to
benefit customers in 190 countries.
Founded more than 150 years ago, the company is
active in the areas of information and
communications, automation and control, power,
transportation, medical, and lighting.
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Challenge
A new version of Cisco’s CRM system was already
planned for rollout when Mercuri
became involved. The objectives of the program
included a comprehensive rollout of not just
the new technology across the global sales
organization, but also new or refined business
processes.
It was Cisco’s desire to equip the sales force with
not just the technology tool but
also a level of awareness regarding how the tool
can be used to make more informed
decisions about developing the business and
coaching the selling teams..
Helping network communications sellers build stronger sales
The Results
Effective Pipeline Management
Mercuri International, with our partners Market
Partners, delivered a Pipeline Management
programme to nearly 5000 sales professionals
around the world.
The delivery was conducted virtually using Cisco’s
own product WebEx, and needed to be co-ordinated
with the introduction of a new CRM system supplied
by SalesForce.com to implement a new way of
selling to the organisation.
The programme was completed in 48 days and in 7
languages and is testament to Mercuri’s ability to
embrace new technology and integrate our solutions
into larger company initiatives.
The Company
Cisco has shaped the future of the Internet by
creating unprecedented value and opportunity for our
customers, employees, investors and ecosystem
partners and has become the worldwide leader in
networking - transforming how people connect,
communicate and collaborate
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Challenge
Due to the downturn in the economy, many
potential customers of SAP have limited funds. In
order to maximise the potential for SAP, the sales
teams need to connect their solutions to the
strategic aims of their customers.
A series of programmes were developed to enable
this.
Helping software sellers build stronger sales
The Results
Skills to enable sales process
•IT alignment with business strategy.
The Company
As one of the world's leading providers of business
software, SAP delivers products and services that
help accelerate business innovation for customers;
unleashing growth and creating significant new value
for customers, and ultimately, entire industries and
the economy at large.
Today, customers in more than 120 countries run
SAP applications – from distinct solutions addressing
the needs of small businesses and midsize
companies, to suite offerings for global
organisations.
Dave Cusdin
Tel: + 44 (0)7713 686635
www.mercuri.net

The Mercuri 5 Step Approach
Project management, administration, support & helpdesk...
Step 1
Analysis
Step 2
Design
Step 3
Motivation &
Competence
Step 4
Implementation
Step 5
Achieving &
Measuring
Results
Step 1: Analysis
 Powerful tools to give insight on the real picture today, and priorities for tomorrow.
 Define baseline to measure programme success; e.g. using Online Competence Builder.
 Build business case.
Step 2: Design
 Work co-operatively with your management, L&D team and specialists.
 Draw on Mercuri’s extensive building blocks where appropriate.
 Innovative training methodologies to optimise training effectiveness and budgets.
 Project planning, communication plan, KPIs and measurement.
www.mercuri.net
Dave Cusdin
Tel: + 44 (0)7713 686635

Step 1
Analysis
Step 2
Design
Step 3
Motivation &
Competence
Step 4
Implementation
Step 5
Achieving &
Measuring
Results
Step 3: Motivation and Competence
 Motivate participants and managers to engage and commit.
 Apply innovative techniques for “pre-training”.
 Use blended solutions to build knowledge and make the most of training time.
 Deliver training using various techniques.
 Face-to-face courses.
 Bite-size knowledge-transfer.
 Experiential learning.
 Business simulations.
 Remote/virtual modules to minimise down-time and travel.
 Mercuri Business School courses for individual needs (open course portfolio).
www.mercuri.net
Dave Cusdin
Tel: + 44 (0)7713 686635

Step 1
Analysis
Step 2
Design
Step 3
Motivation &
Competence
Step 4
Implementation
Step 5
Achieving &
Measuring
Results
Step 4: Implementation
Work with line management, L&D, internal coaches (“train-the-coach”).
Coaching – face-to-face and remote “tele-mentoring”.
“Coaching Cafes”.
Relationship management toolkits.
Webinars.
Online learning.
Supported campaigns.
Step 5: Achieving & Measuring Results
Measure improvement (based on Step 1).
Demonstrate ROI.
Management reporting.
www.mercuri.net
Dave Cusdin
Tel: + 44 (0)7713 686635

Serving clients around the world
GAME-CO
M
M
ERCE
CUSTOMERS
Distribution
CUSTOMERS
CUSTOMERS
MI Eastern Europe
 Belarus
 Estonia
 Latvia
 Lithuania
 Moldova
 Russia
 Ukraine
MI Western Europe
 Austria
 Belgium
 France
 Germany
 Italy
 Ireland
 Netherlands
 Portugal
 Spain
 UK
 Switzerland
 Denmark
 Finland
 Norway
 Sweden
MI Asia
 China/Shanghai
 Hong Kong (Asian
Regional Team)
 Korea
 Japan
 India
 Associates and
own consultants in
Indonesia,
Singapore,
Thailand,
Malaysia
 Australia/New
Zealand
MI Middle East Africa
 South Africa
 Dubai
MI Americas
 USA
 Canada
 Brazil
MI Central Europe
 Czech Rep.
 Croatia
 Greece
 Hungary
 Poland
 Slovakia
 Slovenia
A worldwide network with 50 local offices in 42 countries and nearly 50 years of
experience
www.mercuri.net
Dave Cusdin
Tel: + 44 (0)7713 686635

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