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“The Sales Performance & Productivity Summit II”

Track 3
15:15 – 16:00

Key analytics and CRM to drive your marketing
and...
Sales Analytics: The Next Level of
Transparency
October 9, 2013
Joe Galvin
© Miller Heiman , Inc. All Rights Reserved.

2
Back to the Future
….most sales force automation
tools don’t work.

….most sales force automation
tools on the market do n...
Increasing Levels of Transparency

Spreadsheet
1990

Client Server
1996

Deploy new CRM System
Paper Form
1984

22%

0%

5...
Forecast Accuracy
Those that have strong forecasts for 2013 report
higher accuracy
100%
90%

15%

42%

80%
70%

35%

74%

...
Confidence in Funnel/Opportunity Data?
Organizations on track to achieve plan also have higher
confidence in their opportu...
Sales OPS: Core Responsibilities
 Manage Sales Performance
- Measure, Predict and Influence Sales Behaviors
•
•
•
•

Oper...
Sales Force Automation: Next Generation

SFA
Foundation

ICM –Sales
Compensation

Methodology
Automation

Accounts
Contact...
MSFT analytics

© Miller Heiman , Inc. All Rights Reserved.

9
Customer Management System
App

App

Applications
Mobile

Collaboration
Data
© Miller Heiman , Inc. All Rights Reserved.

...
MSFT analytics

© Miller Heiman , Inc. All Rights Reserved.

11
Communications Technology

Dan J Mara
1930

Xerox
1984

Gartner Group
1996
TIME

Katie MacDonald
2013

Face to Face
Phone
...
Strategic Theme: Social Collaboration Platform
Profile
Profile

Profile

Product
Specialist

Subject
Matter
Expert

Messag...
MSFT analytics

© Miller Heiman , Inc. All Rights Reserved.

14
The Next Level of Transparency

Outcomes

Funnel Confidence

Fuzzy Funnels

Anecdotal Perceptions

Activities

Behavior Mo...
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Sales Performance & Productivity Summit II - Crm to drive marketing and sales performance

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Sales Performance & Productivity Summit II - Crm to drive marketing and sales performance

  1. 1. “The Sales Performance & Productivity Summit II” Track 3 15:15 – 16:00 Key analytics and CRM to drive your marketing and sales performance. Sharing of case studies Bart Vierbergen, Dynamics CRM Specialist Microsoft Pascale Hall, Partner Minds&More Joe Galvin, Chief Research Officer Miller Heiman Tweet #9octsalessummit SMS 0495/582.221 with your question + name © Miller Heiman , Inc. All Rights Reserved. 1
  2. 2. Sales Analytics: The Next Level of Transparency October 9, 2013 Joe Galvin © Miller Heiman , Inc. All Rights Reserved. 2
  3. 3. Back to the Future ….most sales force automation tools don’t work. ….most sales force automation tools on the market do nothing to help the salesperson sell. Tom Siebel – Michael Malone 1996 © Miller Heiman , Inc. All Rights Reserved. ….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. 3
  4. 4. Increasing Levels of Transparency Spreadsheet 1990 Client Server 1996 Deploy new CRM System Paper Form 1984 22% 0% 53% 20% 40% Completed in 2012 or prior 25% 60% 2013/2014 80% On Demand 2004 100% Not planned or in place SFA Market 2012: $4.7 billion © Miller Heiman , Inc. All Rights Reserved. Miller Heiman Research Institute Research Note: Sales Analytics: The Downside of Transparency 4
  5. 5. Forecast Accuracy Those that have strong forecasts for 2013 report higher accuracy 100% 90% 15% 42% 80% 70% 35% 74% greater than 80% 27% greater than 80% 60% 50% 22% 39% 40% 30% 81-90% 71-80% 15% 9% 9% 7% 4% 7% <100% Forecast 100%+ Forecast 20% 10% 0% 91-100% 11% © Miller Heiman , Inc. All Rights Reserved. Miller Heiman Sales Performance and Productivity Study 2013 61-70% 51-60% <50% 5
  6. 6. Confidence in Funnel/Opportunity Data? Organizations on track to achieve plan also have higher confidence in their opportunity data <100% Forecast 100%+ Forecast 5% 10% 14% 22% 22% <50% 12% 51-60% 61-70% 12% 20% 71-80% 14% 17% 91-100% 22% 44% 20% Funnel Confidence of 70% or greater © Miller Heiman , Inc. All Rights Reserved. 81-90% 54% Funnel Confidence of 70% or greater Miller Heiman Sales Performance and Productivity Study 2013 6
  7. 7. Sales OPS: Core Responsibilities  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. Miller Heiman Research Institute Research Note: Sales Operations: Defining the Core 7
  8. 8. Sales Force Automation: Next Generation SFA Foundation ICM –Sales Compensation Methodology Automation Accounts Contacts Opportunities Comp Plans Account Plans Crediting Rules Opportunity Plan Funnel/Forecast Quota Mgmt. Territories Sales Hierarchy Commission Statements Analytics Historical Data Capture Predictive Modeling Coaching Team Selling Productivity Metrics Sales Force Automation: Next Generation Visibility and Transparency - Reports and Dashboards © Miller Heiman , Inc. All Rights Reserved. 8
  9. 9. MSFT analytics © Miller Heiman , Inc. All Rights Reserved. 9
  10. 10. Customer Management System App App Applications Mobile Collaboration Data © Miller Heiman , Inc. All Rights Reserved. App App App App App Device Laptop (air), Tablet, Smartphone Knowledge Exchange Strategy, Message, Knowledge CRM/SFA Internal Data Systems Marketing, Finance, HR Miller Heiman Research Institute Research Note: Sales Technology: Accelerating Change 10
  11. 11. MSFT analytics © Miller Heiman , Inc. All Rights Reserved. 11
  12. 12. Communications Technology Dan J Mara 1930 Xerox 1984 Gartner Group 1996 TIME Katie MacDonald 2013 Face to Face Phone Voicemail Mail E mail Video Webinars Broadcast © Miller Heiman , Inc. All Rights Reserved. Subscribe Miller Heiman Research Institute Research Note: Social Communications: Leveraging a New Medium Social 12
  13. 13. Strategic Theme: Social Collaboration Platform Profile Profile Profile Product Specialist Subject Matter Expert Message Chat Profile Sales Manager Sales Reps File Sharing Blogs Messages “Sky Drive” Profile Industry Expert Theatre Virtual Events Meeting Room Forum Library Live web/video Discussion Micro Blog Content “Yammer” Profile Joe Galvin Chief Research Officer Miller Heiman Research Institute © Miller Heiman , Inc. All Rights Reserved. Broadcast Subscribe Auto-Analytics Knowledge Exchange CRM/SFA Miller Heiman Research Institute Research Note: Social Sales Community Organizational Collaboration 13
  14. 14. MSFT analytics © Miller Heiman , Inc. All Rights Reserved. 14
  15. 15. The Next Level of Transparency Outcomes Funnel Confidence Fuzzy Funnels Anecdotal Perceptions Activities Behavior Modeling The Next Level of Transparency © Miller Heiman , Inc. All Rights Reserved. Miller Heiman Research Institute Research Note: Strategic Themes 2014: The Next Level of Transparency 15

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