Kyiv Outsourcing Forum 2018

1. Sales, Account Management,
and Delivery:
Have Them Work, Not Fight!
Alexander Sambuk
IT Outsourcing Forum 2018
Kyiv, Ukraine, 21-April-2018
ASambuk@gmail.com | Skype: ASambuk
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2. Alexander Sambuk
 Service delivery and product management @700 FTE
 Business development @ $130M
 Internal operations @ $500M
 Change management @ $500M
2Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

3. Who Are You?
(Co) Founder or CEO
Head of Sales
Head of Development Unit
Member of Sales or Development Team
3Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

4. Why Do Projects Fail?
30% inadequate vision or goal
28% inaccurate cost estimates
22% limited resources
Source: 9th Global Project Management Survey by PMI | www.pmi.org
4Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

5. Three Essential Roles
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Sales: bring new clients
=> revenue from new sources
Account Management: maintain actual clients
=> revenue from current sources
Delivery: develop product / provide service
=> client satisfaction
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

6. How They Fit Together
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NewClients
Account Management
Sales
Delivery
EstablishedClients
Client Relations Product / Service Delivery
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

7. Have You Ever Seen This In Your Company?
7Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

8. Involvement Over Delivery Cycle
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Sales
Account Mgt
Delivery
Start of consistent approach to potential client
Delivery involved into presale activities First billable project begins
Transition Delivery for established client
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk
Work Order signed

9. Reporting Lines – 1
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Client-centric leader
Delivery function enclosed
1 Delivery-centric leader
Account management
function enclosed
2
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

10. Reporting Lines – 2
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Delivery functionAccount management
function
 Carefully select peers
 Establish a conflict resolution mechanism
33% of projects fail because of lack of senior management involvement
Source: University of Ottawa
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

11. Key Performance Metrics
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Function Metrics – Process Metrics – Results
Sales
Number and dynamics of leads by categories;
Lead closing times;
Cost of lead
Amount of new business
Account
management
Number and dynamics of opportunities;
Cost of account management;
Client satisfaction
Size and profitability of business
(current + anticipated)
Delivery
On-time delivery;
Quality of service;
Client satisfaction
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk

12. Sales, Account Management,
and Delivery:
Have Them Work, Not Fight!
Alexander Sambuk
ASambuk@gmail.com | Skype: ASambuk
12

13. Bonus: Main Secret of Successful Sales
Sales, Account Management, and Delivery: Have Them Work, Not Fight! | Alexander Sambuk 13
Sales People Must Sell!
(and do nothing else)