This 10 slide presentation discusses sales operations and its importance for successful sales. The key points are: 1) Sales operations embeds winning processes across the sales organization and should be located within the sales structure, not elsewhere in the company. 2) An effective sales operations function includes areas like training, processes and tools, communications, forecasting, compensation, and client retention. 3) Sales operations is the "coupling" between the operational side (sales operations) and bid management side (bid center) to support both sales leadership and the salesforce. 4) Best practices involve establishing centers of excellence for each element of the sales operations function to drive integration, professional management, and standardized metrics.

1. SS
Ten Slides in Ten Minutes:
Thinking about Sales Operations
[Capturing the Hearts and Minds of Prospects & Customers]
Presented by:
Bill Graham CP.APMP
August, 2014
bill.graham@sales-synthesis.co.za

2. A Point to Ponder…
Slide: 2
“People will forget what you said,
…People will forget what you did,
…but People will never forget how you
made them feel.”
Bonnie Jean Wasmund
Sales Operations embeds ‘Winning Ways’ across the entire Sales Organisation…

3. Sales Operations is a fundamental imperative for Successful Sales
Slide: 3
CEO/MD
Sales Director
Sales Services
Sales
Operations
Bid Centre
*
* May also be referred to as Sales Support
Sales Operations should subsist nowhere else in an organisation but in the Sales Structure

4. Head of Sales Operations
Adapted from Corporate Executive Board
Develop and implement salesforce and/or
partner certification / training
Action:
• Collaborate with other functions (e.g., HR,
Marketing, etc.) to identify and prioritize
training needs
• Choose the most appropriate training
syllabus
• Create and/or deliver training modules
Education & Training
Adopt and/or Develop and/or Enhance
sales methodologies & processes
Action:
• Identify and eliminate process
inefficiencies
• Establish and manage the roll out of
standardized processes across the
sales organisation
Methodologies & Processes
Adopt and/or Develop and/or Enhance
sales systems & tools
Action:
• Identify, select & implement systems
& tools
• Establish and manage the roll out of
standardized systems & tools across
the sales organisation
Systems & Tools
Manage salesforce communications and
serve as a ‘conduit’ between sales and
other functions
Action:
• Manage the dissemination of information
to the sales force
• Represent the sales organisation in
communications to the business units
and other functions
Communication
Identify appropriate sales performance
measures and report progress against
goals
Action:
• Identify the key drivers of sales and
account performance
• Track and report progress to relevant
stakeholders
• Ensure data integrity/consistency
Forecasting
Create and administer sales compensation,
incentive and reward programs
Action:
• Design the annual compensation plan
• Administer the annual compensation plan
• Track individual performance and make
necessary compensation adjustments
to drive performance
Compensation
Assist the relevant business units in
selecting & retaining specific clients
Action:
• Ensure the clients selected align to the
current market development strategy
• Develop and manage specific client
selection strategies
Client Selection & Retention
Assist the relevant business units in
selecting & retaining innovative partners
Action:
• Ensure the partners selected align to the
current market development strategy
• Monitor the value-add from partners
Partners
Sales
Operations
Best-Practice Sales Operations Function - Example
Slide: 4

5. Sales Services enables a Salesforce to Win
Sales Services is the ‘coupling’ of Sales Operations and a Bid Centre to support both sales
leadership and the entire Salesforce in their endeavours.
‘Typical’ Sales Services = Sales Operations + Bid Centre
Slide: 5
• Bid Managers
[actively managing
proposals]
• Proposal Co-
ordinators [Standard
content, Collation of
additional content,
final formatting ,
printing etc]
• Content Providers
(virtual)
• Quality Assurance
[External –
Independent]
Bid Centre
[Custodians of the Bid Process]
+

6. Best Practice is based on Centres of Excellence [CoE]
Slide: 6
Centres of Excellence for
every elements of your
defined Sales Operations
Function:
Take cognisance that:
1.The elements need to be
integrated
2.The unit needs to be
managed
3.The function is not
merely administrative
4.The unit is staffed by
professionals
5.The unit is linked to the
Bid Centre
6.Relevant Dashboards
measure and drive the
salesforce
7.Move other support
functions (e.g.
Competitive Analysis) to
an organisation-wide
Shared-Services unit.
Mentor, Coach, Train or Counsel

7. Sales Operations is considered to be Vital for Successful Sales
Slide: 7
Centres of Excellence for
every elements of your
defined Sales Operations
Function:
Benefits accrued include:
1.Increase in sales
performance [Win rate]
2.Alignment of resources
to appropriate Accounts
and Opportunities
3.Parity across the
salesforce
4.Standardised processes,
technology and
methodologies
5.Increase in salesforce
loyalty
6.Professional interlock
across the entire
organisation
7.Increase in marketplace
relevance.
Mentor, Coach, Train or Counsel

8. Individual lacks
knowledge about
job responsibilities
Performance or
attitude problem
COACH
Persistent poor
performance or
personal problems
Performance or
attitude problem
COUNSEL
Group lacks
knowledge about
job or
responsibilities
Performance or
attitude problem
and high impact on
environment
TRAINING
New employee or
someone requiring
development and
support other than
from manager
Over or under
performance,
learnership or
attitude problem
MENTOR
Knowing when to Mentor, Coach, Train or Counsel is a Science
Slide: 8

9. Never end the development of
Sales Operations
Development of Sales Operations must be Well-Paced & Well-Planned
Slide: 9
e
v
o l u t ionBegin with Centres of
Excellence for every
elements of your defined
Sales Operations Function
Define Sales Targets and measure
as Sales Operations Evolves
Mentor, Coach, Train or Counsel

10. A Point to Ponder…
Slide: 10
“Coming together is a beginning,
…Keeping together is progress
…Working together is a success.”
Anonymous
Sales Operations is the Sales Catalyst…