Sales, Account Management, and Delivery: Have Them Work, Not Fight!

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Alexander Sambuk - Leadership and Execution, IT and HiTech

Sales, account management, and delivery are the three essential roles in any commercial IT project. Learn how they work together, when they get involved, and how they transition from one to another. Discover variety of reporting lines and main key performance indicators. Bonus slide: secret ingredient of successful sales.

Business

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
1

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

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

Three Essential Roles
5
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

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

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

Involvement Over Delivery Cycle
8
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

Reporting Lines – 1
9
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

Reporting Lines – 2
10
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

Key Performance Metrics
11
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

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

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)

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Sales, Account Management, and Delivery: Have Them Work, Not Fight!

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 1

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 5 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 6 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 8 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 9 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 10 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 11 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)

Sales, Account Management, and Delivery: Have Them Work, Not Fight!

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