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Miller Heiman Measurable Value From Sales Training

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October, 2009

Miller Heiman Customers Derive Measurable
          Value from Sales Training
With a variety of options available for training their revenue-seeking                                                    Analyst Insight
professionals, today’s sales leaders need to carefully select the methodology                                             Aberdeen’s Insights provide the
and solution provider that will most directly impact their bottom line.                                                   analyst perspective of the
Aberdeen research conducted in July and August, 2009 of over 500                                                          research as drawn from an
corporate sales teams has yielded extensive findings and recommendations                                                  aggregated view of the research
for measurable performance results, now published in the Benchmark                                                        surveys, interviews, and data
Report, Sales Training: Translating Tribal Selling Knowledge into Bottom-Line                                             analysis
Productivity. Further analysis of 30 end-user organizations currently deploying                                           Survey Demographics
Miller Heiman as their training vendor shows these sales practitioners out-
                                                                                                                          In July and August, 2009,
perform other companies in adopting Best-in-Class practices, which are
                                                                                                                          Aberdeen surveyed 517
defined in this Analyst Insight.                                                                                          organizations, of which 447
                                                                                                                          reported providing formal sales
Deconstructing Best-in-Class Sales Training                                                                               training to their staff. These
Deployments                                                                                                               companies' demographics are
                                                                                                                          as follows:
Among the 517 sales organizations researched by Aberdeen, 30 named
Miller Heiman as their prime vendor for sales training; this represented the                                              √ Job Title: job titles: CEO /
highest customer total within the data set. These end-users (see sidebar)                                                   President (16%); EVP / SVP /
                                                                                                                            VP (14%); Director (18%);
provided extensive insight into both their current and year-over-year
                                                                                                                            Manager (22%); Consultant
performance, as well as how they respond to business pressures by                                                           (7%); Account Executive
deploying various capabilities and enablers.                                                                                (9%); and other (14%).

Figure 1: Best-in-Class Capabilities and Enablers Adopted by                                                              √ Department/Function:
                                                                                                                            sales (37%), business
Miller Heiman Customers vs. All Other Companies                                                                             development (26%),
                                                   Miller Heiman customers    All other customers                           marketing (9%), human
                              80%
                                    75%                                                                                     resources (5%), operations
                                            71%                                                                             (5%) and other (18%).
  Percentage of Respondents




                              65%                     62%                                                                 √ Industry: software /
                                                                                                                            hardware (20%), IT
                                                             52%                                                            consulting and services
                              50%                                                                                           (12%), other high tech (11%),
                                                                             43%
                                                                                                       40%                  and finance / banking /
                                                                                    37%                                     accounting (5%); plus 4%
                              35%
                                                                                                                            each for
                                                                                                               26%          telecommunications,
                              20%
                                                                                                                            healthcare, education,
                                    Instructor-    CRM/SFA integration Assessment/measurement       Licensable content
                                                                                                                            general manufacturing and
                                    led training   of call planning and    tools for pre- and         or methodology        general transportation /
                                                    selling milestones    post-training metrics                             logistics; and other (27%).
                                                                                                     n = 517
                                                                                                                                                continued
                                                                   Source: Aberdeen Group, September 2009

© 2009 Aberdeen Group.                                                                                                           Telephone: 617 854 5200
www.aberdeen.com                                                                                                                       Fax: 617 723 7897
Miller Heiman Customers Derive Measurable Value from Sales Training
Page 2




As illustrated in Figure 1, Miller Heiman customers have implemented a            Survey Demographics
number of protocols on average 24% more frequently than the customers             (continued)
of all other sales training solution providers.
                                                                                  √ Geography: The majority
                                                                                    of respondents (82%) were
Table 1: Top Performers Earn Best-in-Class Status                                   from the Americas.
                                                                                    Remaining respondents were
    Definition of                                                                   from the EMEA region (12%)
                                     Mean Class Performance
   Maturity Class                                                                   and Asia-Pacific (6%).
                           On average, 83% of sales reps achieved annual quota.
   Best-in-Class:                                                                 √ Company size: 23% of
      Top 20%              Average deal size/contract value has increased year-     respondents were from large
                           over-year by 7%                                          enterprises (annual revenues
     of aggregate
 performance scorers       Average annual revenue has increased year-over-year      above US $1 billion); 28%
                           by 11%                                                   were from midsize
                           On average, 65% of sales reps achieved annual quota.     enterprises (annual revenues
 Industry Average:                                                                  between $50 million and $1
                           Average deal size/contract value has remained the
     Middle 50%                                                                     billion); and 49% of
                           same year-over-year
     of aggregate                                                                   respondents were from
 performance scorers       Average annual revenue has decreased year-over-year
                                                                                    small businesses (annual
                           by 2%
                                                                                    revenues of $50 million or
                           On average, 50% of sales reps achieved annual quota.     less).
      Laggard:
                           Average deal size/contract value has decreased year-
    Bottom 30%                                                                    √ Headcount: 34% of
                           over-year by 11%
     of aggregate                                                                   respondents were from large
 performance scorers       Average annual revenue has decreased year-over-year      enterprises (headcount
                           by 9%                                                    greater than 1,000
                                         Source: Aberdeen Group, September 2009     employees); 25% were from
                                                                                    midsize enterprises
The following are detailed explanations of each of these capabilities and           (headcount between 100 and
enablers, in the context of the Best-in-Class performance by all companies          999 employees); and 41% of
evaluated in the study, which is explained in Table I.                              respondents were from
                                                                                    small businesses (headcount
Instructor-Led Training: According to research published in the Sales               between 1 and 99
Training: Instructor-Led Options for Best-in-Class Performance report, sales        employees).
organizations that deploy instructor-led environments as a component of
their training methodology achieve strong Best-in-Class results (see Table
1), such as a 14% better number of sales reps achieving annual quota,
compared to companies that do not. The concept of “instructor-led” is
focused on two important tenets: 1) effective sales-oriented learning
remains a highly personal and interactive process; and 2) an expert-level
professional communicator / coach can provide the best insight, instruction
and reinforcement of best practices for sales representatives and their
leaders. Figure 2 illustrates some key foundational elements that are most
closely aligned with instructor-led training and provide much needed
support in both the application and reinforcement of sales training.
Miller Heiman provides extensive instructor-led learning, though usually on
a privately contracted as opposed to public-facing basis. Their customers are
often understandably constricted by travel budgets, and are provided with
online, "synchronous learning" modalities that complement the traditional
classroom setting.


© 2009 Aberdeen Group.                                                                  Telephone: 617 854 5200
www.aberdeen.com                                                                              Fax: 617 723 7897
Miller Heiman Customers Derive Measurable Value from Sales Training
Page 3




Figure 2: Capabilities that Support and Reinforce Sales Training

                                                    Instructor-led                    Non Instructor-Led
                                                                                                                    “We have ambitious sales
                             60%                                                                                    targets, and carefully
                                    55%                              54%                                            measure the success of our
                             55%
                                                                                                 51%                ability to do so. The gut
                                                                                                                    feeling of our entire
 Percentage of Respondents




                             50%
                                                                                                                    leadership team is that this is
                             45%                                                                                    absolutely how we have to
                                                                                                                    operate and it’s the right
                             40%
                                                                              37%                                   investment for us and our
                             35%
                                                                                                                    clients.”
                                                                                                           33%
                                                                                                                       ~ Byron Matthews, Global
                             30%
                                             27%                                                                           Head of Sales, Mercer
                             25%
                                    Process for               Management tools to            User-generated
                                    post-training            measure individual/region/   marketing/sales content
                                   reinforcement               team competencies
                                                                                                     n =517

                                                                           Source: Aberdeen Group, September 2009

CRM/SFA Integration: Miller Heiman customers place more emphasis on
integrating their Customer Relationship Management (CRM) or Sales Force
Automation (SFA) technology with sales training staples such as call planning
and the defining of selling milestones. As Aberdeen research has shown in
The 2009 Sales Automation Report – Best-in-Class Strategies for Increasing
Returns on SFA Investments, 82% of Best-in-Class companies report an
average sales rep use of their CRM / SFA tool of up to three hours per day,
contrasted with 47% of all other companies. Building an organized time
management approach into regular use of these technology platforms,
complemented by defining and achieving recognized stages of individual deal
pursuit trajectories, allows Miller Heiman clientele to use the vendor's
traditional "blue / green / gold sheets" as communications vehicles in
addition to personal organizational efficiencies.
Assessment/Management Tools: Miller Heiman customers are also
provided with "sales excellence assessment tools," customized to individual
company needs, which add a consulting element to the traditional sales
training content. Just as defining individual sales job role competencies has
proven to be worthwhile to the Best-in-Class, so too does the practice of
deploying formal assessments and / or behavioral analyses of their sales
team, both before and post-training (Figure 3). Identifying which individuals
are best suited to particular roles can align the skills, talents and
personalities best aligned with sales positions and engender a more efficient
use of territory assignments, inside / outside sales partnering, and even
career path development within the sales organization.




© 2009 Aberdeen Group.                                                                                                    Telephone: 617 854 5200
www.aberdeen.com                                                                                                                Fax: 617 723 7897
Miller Heiman Customers Derive Measurable Value from Sales Training
Page 4




Figure 3: Best-in-Class Service Enablers
                                         Best-in-Class     Industry Average         Laggard
                             45%
                                   41%

                                            37%
 Percentage of Respondents




                                                     34%
                             35%
                                                                       31%



                                                                                25%
                             25%                                                        23%




                             15%
                                   Behavioral analysis/                Licensable content
                                      assessment                         or methodology

                                                                              n = 517

                                                           Source: Aberdeen Group, September 2009

Licensable Content: Extending training content itself beyond the
enterprise firewall to outside or channel selling partners, as well as licensing
the best practices and content from the solution provider, represent
additional ways in which Best-in-Class companies successfully deploy the
offerings of their sales training solution providers (Figure 3). Acquiring a
proven selling methodology and the materials or presentation content
through which it is effectively delivered can have the effect of permanent,
positive change within the sales force for the long-term. Plus, a formal
certification of channel partners by the OEM will ensure that external selling
partners have achieved baseline comprehension of products, services, and
key competitive differentiators. In the case of Miller Heiman customers, the
individuals who typically train their sales team are former Vice Presidents of
Sales, who are formally licensed by Miller Heiman to present their patented
materials and recommendations.

Case in Point
Consider the case of Mercer, the global provider of consulting, outsourcing
and investing services. According to Byron Matthews, Global Sales Leader,
while Mercer does employ a small number of dedicated sales professionals,
the focus of his sales training engagement with Miller Heiman was on the
5,000 senior practitioners at the partner and consultant level around the
world, who both “feed and water current customers, as well as network
and hunt for new engagements.” When Matthews joined the company in
2007 as a global sales operations leader, he explains that, “We had recently
changed the entire organizational design, which previously saw various lines
of business operating in a totally disparate fashion regarding sales processes,
strategies and nomenclatures.” A new CRM system had also recently been
deployed, but was not yet highly embraced by the various business units.”

© 2009 Aberdeen Group.                                                                              Telephone: 617 854 5200
www.aberdeen.com                                                                                          Fax: 617 723 7897
Miller Heiman Customers Derive Measurable Value from Sales Training
Page 5




With Miller Heiman, Mercer first analyzed their sales processes to design a       “I found enough deals that
set of corporate standards that would nevertheless extend to each unit’s          one day’s contribution to our
individual needs. “I wanted to increase our win rates in an environment           bottom line and the value we
showing much tighter competition for discretionary customer spending,”            ultimately provided to our
Matthews explains. “We need to differentiate ourselves with the first             clients removed any question
                                                                                  regarding ROI."
customer-facing conversation, and simultaneously to build pipeline at a more
accelerated rate.” Choosing a vendor that, “could understand our specific            ~ Byron Matthews, Global
needs, our business process and our funnel, and ultimately teach our team                Head of Sales, Mercer
strategic selling as a process of conceptual communications,” was key,
according to Matthews.
Mercer took a bold approach with sales training, rolling out both instructor-
led and online methodologies to the entire professional services
organization, and the stakes were high. Matthews says that, “We have very
aggressive sales targets, and carefully measure the success of our ability to
do so. The gut feeling of our entire leadership team is, this is absolutely how
we have to operate and it’s a no-brainer investment.” On a more
measurable level, Matthews reports, shortly after the first phase of training,
he chose one full day to randomly call Mercer colleagues in various markets,
and found no fewer than 10 recently won deals that had been directly
influenced by the Miller Heiman training process. “I found enough deals that
one day’s contribution to our bottom line paid for an entire year’s worth of
consulting, training and reinforcement. The ROI question is completely
resolved.”

Key Takeaways
The sales training challenge for many companies today, given the constricted
economy, often defaults to how to do more with less. This is particularly
true when travel budgets, support staff and enabling technologies such as
mobile SFA / CRM access are typically under tight financial controls. Yet few
companies, even those recently required to trim the number of full-time
employee sales staff, would hesitate to invest in training solutions,
technologies, or methodologies that present a compelling case for a fast and
measurable return on investment, as seen through revenue- and quota-
centric Key Performance Indicators (KPIs). This commitment would be
further supported by a training offering that could demonstrate cost-
effectiveness by migrating their day-to-day business from transactions to
solutions, from direct to partner / channel selling; or to cross-selling that
results in a higher share of each customer's wallet.

Conclusion
Ultimately, companies that want to succeed in the post-millennial B2B
economy will need to empower their front-line sales staff with customized
knowledge, process and communication skills to sustain revenue and
profitability through both recessionary and boom cycles, as they seek to
source and win more deals from both competitors and the dreaded "no
decision." Following the example of Miller Heiman's customers, companies
should reap the benefits of establishing measurable, manageable training
© 2009 Aberdeen Group.                                                                  Telephone: 617 854 5200
www.aberdeen.com                                                                              Fax: 617 723 7897
Miller Heiman Customers Derive Measurable Value from Sales Training
Page 6




sales methodologies; all end-users should deploy sales training best practices
with an eye toward achieving better collaboration between marketing and
sales teams, more accurate corporate revenue forecasting, and better
career path development from inside to field selling.
For more information on this or other research topics, please visit
www.aberdeen.com.




                                             Related Research
 Sales Training: Translating Tribal Selling                  Sales Analytics: Hitting the Forecast Bulls-
 Knowledge Into Bottom-Line Productivity;                    Eye; July, 2008
 September 2009                                              Sales Effectiveness: Leveraging Content to
 Sales Training: Tracking Best-in-Class                      Close Deals, November, 2007
 Deployments; July 2009                                      Sales Effectiveness: Getting Sales Back to
 Sales Training: Instructor-Led Options for                  Selling; June, 2007
 Best-in-Class Performance; September                        Sales 2.0: Social Media for Knowledge
 2009                                                        Management and Sales Collaboration;
 Sales Intelligence: The Secret to Sales                     September, 2008
 Nirvana; January, 2009                                      Users of Sales and Marketing Solutions
 Sales Effectiveness: Pathways to                            Display a Significant Lack of KPI
 Productivity; September, 2008                               Awareness; August, 2008
 Author: Peter Ostrow, Research Director, Sales Effectiveness
 (peter.ostrow@aberdeen.com)
Since 1988, Aberdeen's research has been helping corporations worldwide become Best-in-Class. Having
benchmarked the performance of more than 644,000 companies, Aberdeen is uniquely positioned to provide
organizations with the facts that matter — the facts that enable companies to get ahead and drive results. That's why
our research is relied on by more than 2.2 million readers in over 40 countries, 90% of the Fortune 1,000, and 93% of
the Technology 500.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted
marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-
Hanks (Information – Opportunity – Insight – Engagement – Interaction) extends the client value and accentuates the
strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com
or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com
This document is the result of primary research performed by Aberdeen Group. Aberdeen Group's methodologies
provide for objective fact-based research and represent the best analysis available at the time of publication. Unless
otherwise noted, the entire contents of this publication are copyrighted by Aberdeen Group, Inc. and may not be
reproduced, distributed, archived, or transmitted in any form or by any means without prior written consent by
Aberdeen Group, Inc.                                                                                            010109a

© 2009 Aberdeen Group.                                                                                                    Telephone: 617 854 5200
www.aberdeen.com                                                                                                                Fax: 617 723 7897

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Miller Heiman Measurable Value From Sales Training

  • 1. October, 2009 Miller Heiman Customers Derive Measurable Value from Sales Training With a variety of options available for training their revenue-seeking Analyst Insight professionals, today’s sales leaders need to carefully select the methodology Aberdeen’s Insights provide the and solution provider that will most directly impact their bottom line. analyst perspective of the Aberdeen research conducted in July and August, 2009 of over 500 research as drawn from an corporate sales teams has yielded extensive findings and recommendations aggregated view of the research for measurable performance results, now published in the Benchmark surveys, interviews, and data Report, Sales Training: Translating Tribal Selling Knowledge into Bottom-Line analysis Productivity. Further analysis of 30 end-user organizations currently deploying Survey Demographics Miller Heiman as their training vendor shows these sales practitioners out- In July and August, 2009, perform other companies in adopting Best-in-Class practices, which are Aberdeen surveyed 517 defined in this Analyst Insight. organizations, of which 447 reported providing formal sales Deconstructing Best-in-Class Sales Training training to their staff. These Deployments companies' demographics are as follows: Among the 517 sales organizations researched by Aberdeen, 30 named Miller Heiman as their prime vendor for sales training; this represented the √ Job Title: job titles: CEO / highest customer total within the data set. These end-users (see sidebar) President (16%); EVP / SVP / VP (14%); Director (18%); provided extensive insight into both their current and year-over-year Manager (22%); Consultant performance, as well as how they respond to business pressures by (7%); Account Executive deploying various capabilities and enablers. (9%); and other (14%). Figure 1: Best-in-Class Capabilities and Enablers Adopted by √ Department/Function: sales (37%), business Miller Heiman Customers vs. All Other Companies development (26%), Miller Heiman customers All other customers marketing (9%), human 80% 75% resources (5%), operations 71% (5%) and other (18%). Percentage of Respondents 65% 62% √ Industry: software / hardware (20%), IT 52% consulting and services 50% (12%), other high tech (11%), 43% 40% and finance / banking / 37% accounting (5%); plus 4% 35% each for 26% telecommunications, 20% healthcare, education, Instructor- CRM/SFA integration Assessment/measurement Licensable content general manufacturing and led training of call planning and tools for pre- and or methodology general transportation / selling milestones post-training metrics logistics; and other (27%). n = 517 continued Source: Aberdeen Group, September 2009 © 2009 Aberdeen Group. Telephone: 617 854 5200 www.aberdeen.com Fax: 617 723 7897
  • 2. Miller Heiman Customers Derive Measurable Value from Sales Training Page 2 As illustrated in Figure 1, Miller Heiman customers have implemented a Survey Demographics number of protocols on average 24% more frequently than the customers (continued) of all other sales training solution providers. √ Geography: The majority of respondents (82%) were Table 1: Top Performers Earn Best-in-Class Status from the Americas. Remaining respondents were Definition of from the EMEA region (12%) Mean Class Performance Maturity Class and Asia-Pacific (6%). On average, 83% of sales reps achieved annual quota. Best-in-Class: √ Company size: 23% of Top 20% Average deal size/contract value has increased year- respondents were from large over-year by 7% enterprises (annual revenues of aggregate performance scorers Average annual revenue has increased year-over-year above US $1 billion); 28% by 11% were from midsize On average, 65% of sales reps achieved annual quota. enterprises (annual revenues Industry Average: between $50 million and $1 Average deal size/contract value has remained the Middle 50% billion); and 49% of same year-over-year of aggregate respondents were from performance scorers Average annual revenue has decreased year-over-year small businesses (annual by 2% revenues of $50 million or On average, 50% of sales reps achieved annual quota. less). Laggard: Average deal size/contract value has decreased year- Bottom 30% √ Headcount: 34% of over-year by 11% of aggregate respondents were from large performance scorers Average annual revenue has decreased year-over-year enterprises (headcount by 9% greater than 1,000 Source: Aberdeen Group, September 2009 employees); 25% were from midsize enterprises The following are detailed explanations of each of these capabilities and (headcount between 100 and enablers, in the context of the Best-in-Class performance by all companies 999 employees); and 41% of evaluated in the study, which is explained in Table I. respondents were from small businesses (headcount Instructor-Led Training: According to research published in the Sales between 1 and 99 Training: Instructor-Led Options for Best-in-Class Performance report, sales employees). organizations that deploy instructor-led environments as a component of their training methodology achieve strong Best-in-Class results (see Table 1), such as a 14% better number of sales reps achieving annual quota, compared to companies that do not. The concept of “instructor-led” is focused on two important tenets: 1) effective sales-oriented learning remains a highly personal and interactive process; and 2) an expert-level professional communicator / coach can provide the best insight, instruction and reinforcement of best practices for sales representatives and their leaders. Figure 2 illustrates some key foundational elements that are most closely aligned with instructor-led training and provide much needed support in both the application and reinforcement of sales training. Miller Heiman provides extensive instructor-led learning, though usually on a privately contracted as opposed to public-facing basis. Their customers are often understandably constricted by travel budgets, and are provided with online, "synchronous learning" modalities that complement the traditional classroom setting. © 2009 Aberdeen Group. Telephone: 617 854 5200 www.aberdeen.com Fax: 617 723 7897
  • 3. Miller Heiman Customers Derive Measurable Value from Sales Training Page 3 Figure 2: Capabilities that Support and Reinforce Sales Training Instructor-led Non Instructor-Led “We have ambitious sales 60% targets, and carefully 55% 54% measure the success of our 55% 51% ability to do so. The gut feeling of our entire Percentage of Respondents 50% leadership team is that this is 45% absolutely how we have to operate and it’s the right 40% 37% investment for us and our 35% clients.” 33% ~ Byron Matthews, Global 30% 27% Head of Sales, Mercer 25% Process for Management tools to User-generated post-training measure individual/region/ marketing/sales content reinforcement team competencies n =517 Source: Aberdeen Group, September 2009 CRM/SFA Integration: Miller Heiman customers place more emphasis on integrating their Customer Relationship Management (CRM) or Sales Force Automation (SFA) technology with sales training staples such as call planning and the defining of selling milestones. As Aberdeen research has shown in The 2009 Sales Automation Report – Best-in-Class Strategies for Increasing Returns on SFA Investments, 82% of Best-in-Class companies report an average sales rep use of their CRM / SFA tool of up to three hours per day, contrasted with 47% of all other companies. Building an organized time management approach into regular use of these technology platforms, complemented by defining and achieving recognized stages of individual deal pursuit trajectories, allows Miller Heiman clientele to use the vendor's traditional "blue / green / gold sheets" as communications vehicles in addition to personal organizational efficiencies. Assessment/Management Tools: Miller Heiman customers are also provided with "sales excellence assessment tools," customized to individual company needs, which add a consulting element to the traditional sales training content. Just as defining individual sales job role competencies has proven to be worthwhile to the Best-in-Class, so too does the practice of deploying formal assessments and / or behavioral analyses of their sales team, both before and post-training (Figure 3). Identifying which individuals are best suited to particular roles can align the skills, talents and personalities best aligned with sales positions and engender a more efficient use of territory assignments, inside / outside sales partnering, and even career path development within the sales organization. © 2009 Aberdeen Group. Telephone: 617 854 5200 www.aberdeen.com Fax: 617 723 7897
  • 4. Miller Heiman Customers Derive Measurable Value from Sales Training Page 4 Figure 3: Best-in-Class Service Enablers Best-in-Class Industry Average Laggard 45% 41% 37% Percentage of Respondents 34% 35% 31% 25% 25% 23% 15% Behavioral analysis/ Licensable content assessment or methodology n = 517 Source: Aberdeen Group, September 2009 Licensable Content: Extending training content itself beyond the enterprise firewall to outside or channel selling partners, as well as licensing the best practices and content from the solution provider, represent additional ways in which Best-in-Class companies successfully deploy the offerings of their sales training solution providers (Figure 3). Acquiring a proven selling methodology and the materials or presentation content through which it is effectively delivered can have the effect of permanent, positive change within the sales force for the long-term. Plus, a formal certification of channel partners by the OEM will ensure that external selling partners have achieved baseline comprehension of products, services, and key competitive differentiators. In the case of Miller Heiman customers, the individuals who typically train their sales team are former Vice Presidents of Sales, who are formally licensed by Miller Heiman to present their patented materials and recommendations. Case in Point Consider the case of Mercer, the global provider of consulting, outsourcing and investing services. According to Byron Matthews, Global Sales Leader, while Mercer does employ a small number of dedicated sales professionals, the focus of his sales training engagement with Miller Heiman was on the 5,000 senior practitioners at the partner and consultant level around the world, who both “feed and water current customers, as well as network and hunt for new engagements.” When Matthews joined the company in 2007 as a global sales operations leader, he explains that, “We had recently changed the entire organizational design, which previously saw various lines of business operating in a totally disparate fashion regarding sales processes, strategies and nomenclatures.” A new CRM system had also recently been deployed, but was not yet highly embraced by the various business units.” © 2009 Aberdeen Group. Telephone: 617 854 5200 www.aberdeen.com Fax: 617 723 7897
  • 5. Miller Heiman Customers Derive Measurable Value from Sales Training Page 5 With Miller Heiman, Mercer first analyzed their sales processes to design a “I found enough deals that set of corporate standards that would nevertheless extend to each unit’s one day’s contribution to our individual needs. “I wanted to increase our win rates in an environment bottom line and the value we showing much tighter competition for discretionary customer spending,” ultimately provided to our Matthews explains. “We need to differentiate ourselves with the first clients removed any question regarding ROI." customer-facing conversation, and simultaneously to build pipeline at a more accelerated rate.” Choosing a vendor that, “could understand our specific ~ Byron Matthews, Global needs, our business process and our funnel, and ultimately teach our team Head of Sales, Mercer strategic selling as a process of conceptual communications,” was key, according to Matthews. Mercer took a bold approach with sales training, rolling out both instructor- led and online methodologies to the entire professional services organization, and the stakes were high. Matthews says that, “We have very aggressive sales targets, and carefully measure the success of our ability to do so. The gut feeling of our entire leadership team is, this is absolutely how we have to operate and it’s a no-brainer investment.” On a more measurable level, Matthews reports, shortly after the first phase of training, he chose one full day to randomly call Mercer colleagues in various markets, and found no fewer than 10 recently won deals that had been directly influenced by the Miller Heiman training process. “I found enough deals that one day’s contribution to our bottom line paid for an entire year’s worth of consulting, training and reinforcement. The ROI question is completely resolved.” Key Takeaways The sales training challenge for many companies today, given the constricted economy, often defaults to how to do more with less. This is particularly true when travel budgets, support staff and enabling technologies such as mobile SFA / CRM access are typically under tight financial controls. Yet few companies, even those recently required to trim the number of full-time employee sales staff, would hesitate to invest in training solutions, technologies, or methodologies that present a compelling case for a fast and measurable return on investment, as seen through revenue- and quota- centric Key Performance Indicators (KPIs). This commitment would be further supported by a training offering that could demonstrate cost- effectiveness by migrating their day-to-day business from transactions to solutions, from direct to partner / channel selling; or to cross-selling that results in a higher share of each customer's wallet. Conclusion Ultimately, companies that want to succeed in the post-millennial B2B economy will need to empower their front-line sales staff with customized knowledge, process and communication skills to sustain revenue and profitability through both recessionary and boom cycles, as they seek to source and win more deals from both competitors and the dreaded "no decision." Following the example of Miller Heiman's customers, companies should reap the benefits of establishing measurable, manageable training © 2009 Aberdeen Group. Telephone: 617 854 5200 www.aberdeen.com Fax: 617 723 7897
  • 6. Miller Heiman Customers Derive Measurable Value from Sales Training Page 6 sales methodologies; all end-users should deploy sales training best practices with an eye toward achieving better collaboration between marketing and sales teams, more accurate corporate revenue forecasting, and better career path development from inside to field selling. For more information on this or other research topics, please visit www.aberdeen.com. Related Research Sales Training: Translating Tribal Selling Sales Analytics: Hitting the Forecast Bulls- Knowledge Into Bottom-Line Productivity; Eye; July, 2008 September 2009 Sales Effectiveness: Leveraging Content to Sales Training: Tracking Best-in-Class Close Deals, November, 2007 Deployments; July 2009 Sales Effectiveness: Getting Sales Back to Sales Training: Instructor-Led Options for Selling; June, 2007 Best-in-Class Performance; September Sales 2.0: Social Media for Knowledge 2009 Management and Sales Collaboration; Sales Intelligence: The Secret to Sales September, 2008 Nirvana; January, 2009 Users of Sales and Marketing Solutions Sales Effectiveness: Pathways to Display a Significant Lack of KPI Productivity; September, 2008 Awareness; August, 2008 Author: Peter Ostrow, Research Director, Sales Effectiveness (peter.ostrow@aberdeen.com) Since 1988, Aberdeen's research has been helping corporations worldwide become Best-in-Class. Having benchmarked the performance of more than 644,000 companies, Aberdeen is uniquely positioned to provide organizations with the facts that matter — the facts that enable companies to get ahead and drive results. That's why our research is relied on by more than 2.2 million readers in over 40 countries, 90% of the Fortune 1,000, and 93% of the Technology 500. As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte- Hanks (Information – Opportunity – Insight – Engagement – Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com This document is the result of primary research performed by Aberdeen Group. Aberdeen Group's methodologies provide for objective fact-based research and represent the best analysis available at the time of publication. Unless otherwise noted, the entire contents of this publication are copyrighted by Aberdeen Group, Inc. and may not be reproduced, distributed, archived, or transmitted in any form or by any means without prior written consent by Aberdeen Group, Inc. 010109a © 2009 Aberdeen Group. Telephone: 617 854 5200 www.aberdeen.com Fax: 617 723 7897