Natisha Miller-Kling is presenting her 60-day plan to become the next sales inbound manager. Her plan focuses on learning about the company's products, agents, and strategic goals in the first 30 days. In the second 30 days, she will implement metrics like sales, cancellations, and NPS to track performance and provide agents with training. Her goals for 2014 include increasing ARPU, revenue, NPS, and units sold while lowering cancellations. She believes focusing on these metrics as both an agent-facing and management-facing manager will help drive the business forward.

1. Roadmap to Success
Natisha Miller-Kling
Sales Manager

2. Presentation Overview
•
Key Points
*Bio*
* 60 Day Plan*
*Goals of 2014*
• Goal of this project
*Become next sales inbound manager*

3. A little about me !
•
Employed with Endurance International
for 3 ½ years
•
•
Tier 1, Tier 2, Retention, and Sales
Proficient in Excel, Word, CSFE, Qsuite,
and more
•
Knowledgeable in all hosting, marketing,
and design products
•
Top sales agent in tech and sales
department
•
•
Fill in lead
Motivational and a cheerleader

4. 60 Day Timeline

5. 30 Days
• Who and What products are
performing - How does this
compare with the rest of the
products in the organization• Learn the job and agents on my
team. Understand what motivates
them, their strengths and
weaknesses
• Find the deliverables and ways to
make them effective
• Learn the priorities and strategic
direction of the company
• Find short and long term goals

6. First 30
Introduction to Goals,
Expectations, and
Accountability
Implement rank charting:
*Sales
*Mix by category
*Cancelations
*NPS
Education:
*Training Schedule
*Visibility in form of 1:1
*Money per call
*Number of calls
*Units per Call
*Revenue per unit
Units
NPS
Revenue
Education

7. Looking Ahead to 2014
•
•
•
•
•
Agent Facing & Management Facing
Higher ARPU
Higher Revenue
Higher NPS
Lower Cancelations

8. Average Revenue Per User -ARPU
•
A measure of the revenue generated per user or unit. Average
revenue per unit allows for the analysis of a company's revenue
generation and growth at the per-unit level, which can help investors
to identify which products are high or low revenue-generators.
•
Used in the industry to survey the amount of revenue generated per
customer

9. Average Cart
•
•
The number of units and quality of units
Small increases to every transaction add up to
large increases in revenue over time
•
Simple as striving to get each customer to add one
more product--regardless of ticket price– to every
call
•
You achieve your growth target by consistently
offering customers items that you know they need

10. Net Promoter Score - NPS
•
Measure of customer
satisfaction
•
More surveys equal higher data
collected
•
Every call should be promoted
to transfer
•
•
Higher transfer rate
Key to a successful business

11. Agent Facing
• Agents hit target goal not just minimum
• Each agent and manager show accountability
• Each agent on training schedule
• Increase to units, revenue, and NPS

12. Management Facing
•
•
•
•
•
ARPU go hand in a hand to revenue
Increase in NPS as a team
Increase in Education
Trans rate to 75% to 80%
40% change in units (Pie Chart)

13. 2014
Current Mix
Future Mix
Sales
Sales
Hosting
Domains
Marketing
Website
Hosting
Domains
Marketing
Website

14. Recap and Questions
•
Qualified and ready to be Inbound Manager
•
Motivated and want others to be just as motivated
•
Increase in revenue and quality of revenue
•
Questions?????????
?
?
?

15. Thank You !!!
-NATISHA