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“The Sales Performance & Productivity Summit II”

Track 315:15 – 16:00

SMS 0495/582.221 with

your question + name

Key analytics and CRM to drive your marketing and sales performance. Sharing of case studies

Bart Vierbergen, Dynamics CRM Specialist MicrosoftPascale Hall, Partner Minds&More

Joe Galvin, Chief Research Officer Miller Heiman

Tweet #9octsalessummit

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S a l e s A n a l y t i c s : T h e N e x t L e v e l o f T r a n s p a r e n c y

O c t o b e r 9 , 2 0 1 3J o e G a l v i n

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Back to the Future

Tom Siebel – Michael Malone

1996

….most sales force automation tools don’t work.

….most sales force automation tools on the market do nothing to help the salesperson sell.

….to date, most of the application of computer technology to the selling process is not for the benefit of salespeople, but for sales management. It’s about control.

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Increasing Levels of Transparency

Paper Form1984

Spreadsheet1990

Client Server1996

On Demand2004

SFA Market 2012: $4.7 billion

Deploy new CRM System

22% 53% 25%

0% 20% 40% 60% 80% 100%

Completed in 2012 or prior 2013/2014 Not planned or in place

Miller Heiman Research Institute Research Note:Sales Analytics: The Downside of Transparency

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9% 7%

11%4%

15%

7%

22%

9%

27%

39%

15%

35%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

<100% Forecast 100%+ Forecast

91-100%

81-90%

71-80%

61-70%

51-60%

<50%

Forecast Accuracy

Miller Heiman Sales Performance and Productivity Study 2013

Those that have strong forecasts for 2013 report higher accuracy

42% greater than 80%

74% greater than 80%

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Confidence in Funnel/Opportunity Data?

Miller Heiman Sales Performance and Productivity Study 2013

Organizations on track to achieve plan also have higher confidence in their opportunity data

22%

12%

22%

17%

22%

5%

<100% Forecast

10%

12%

14%

20%

20%

14%

100%+ Forecast

<50%

51-60%

61-70%

71-80%

81-90%

91-100%

Funnel Confidence of 70% or greater

44%Funnel Confidence of 70% or greater

54%

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Sales OPS: Core Responsibilities

Miller Heiman Research Institute Research Note:Sales Operations: Defining the Core

Manage Sales Performance- Measure, Predict and Influence Sales Behaviors

• Operational Data: Results, costs• Opportunity Data: Funnels and forecasts• Activity Data: Sales calls, demos, proposals• Productivity Data: Conversion and velocity

Customer Management Process- Connecting with Customers

• Create Opportunities• Manage Opportunities• Manage Relationships

Alignment of the Sales Technology Infrastructure- Powering Information and Data Exchange

• Territory Management• SFA-CRM Integration• Sales Process Emulation• Mobility

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Visibility and Transparency - Reports and Dashboards

Sales Force Automation: Next Generation

Sales Force Automation: Next Generation

SFAFoundation

AccountsContacts

Opportunities

Funnel/Forecast

TerritoriesSales Hierarchy

ICM –SalesCompensation

Comp Plans

Crediting Rules

Quota Mgmt.

CommissionStatements

MethodologyAutomation

Account Plans

OpportunityPlan

Coaching

Team Selling

Analytics

Historical Data Capture

PredictiveModeling

ProductivityMetrics

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MSFT analytics

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Customer Management System

CRM/SFAInternal Data Systems

Marketing, Finance, HR

Knowledge ExchangeStrategy, Message, Knowledge

Data

Collaboration

DeviceLaptop (air), Tablet, Smartphone

Mobile

Applications

App AppApp

App App App App

Miller Heiman Research Institute Research Note:Sales Technology: Accelerating Change

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MSFT analytics

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Communications Technology

Face to Face

Video

Social

TIME

Dan J Mara1930

Katie MacDonald2013

Xerox1984

Gartner Group1996

Phone Voicemail

Mail E mail

WebinarsBroadcast Subscribe

Miller Heiman Research Institute Research Note:Social Communications: Leveraging a New Medium

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Strategic Theme: Social Collaboration Platform

Chief Research OfficerMiller Heiman Research Institute

Profile

JoeGalvin

Profile

SubjectMatterExpert

Profile

IndustryExpert

Profile

ProductSpecialist

Profile

Sales Reps

Profile

SalesManager

MessageChat

BlogsMessages

LibraryContent

ForumDiscussion

File Sharing“Sky Drive”

TheatreVirtual Events

CRM/SFA

Knowledge Exchange

Broadcast Subscribe

Meeting RoomLive web/video

Micro Blog“Yammer”

Miller Heiman Research Institute Research Note:Social Sales Community Organizational Collaboration

Auto-Analytics

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MSFT analytics

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The Next Level of Transparency

Behavior Modeling

Funnel Confidence

The Next Level of Transparency

Fuzzy Funnels

Outcomes

Anecdotal Perceptions

Activities

Miller Heiman Research Institute Research Note:Strategic Themes 2014: The Next Level of Transparency