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Customer Development

Customer Development. 11 September 2002 Teri Johnson Senior Vice President - Customer Development. Customer Development Initiative helps identify and address customer ‘wants’ and ‘needs’. Account Planning. Effective Sales Process.

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Customer Development

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  1. Customer Development 11 September 2002 Teri JohnsonSenior Vice President - Customer Development

  2. Customer Development Initiative helps identify and address customer ‘wants’ and ‘needs’ Account Planning Effective Sales Process “Understand my business and help me solve my business needs with the same urgency I have” Marketing “Anticipate market trends and offer/create solutions that make my customers happy. Be a leader in technology innovation” “Listen when I give you my input and act on what I say. Deliver on your promises” Pricing Customer Feedback

  3. Selling Reactive to RFPs Unstructured account planning Skills and competencies in need of improvement Management of Sales Poor visibility of opportunities Inconsistent accountability Analysis of what went wrong, not how to close gap Sales Proposition Product-based Insular to the Business Group Local Negotiation & Pricing Skills and competencies in need of improvement Lack of methodology Customer Contact ‘Engineer-to-engineer’ Sporadic assessment of Customer Satisfaction Integrating mechanisms No common sales process No common tools Localised technology support Where were the challenges?

  4. Selling Structured account planning:GKAM Programme, and beyond Improvement of Sales Competencies: Account Planning Deal Winning Sessions Management of Sales Roll-out of Sales Funnel Tool: Compares sales opportunities to budget expectations Provides management summary information Weekly sales forecast & opportunity review Sales Proposition Migration to value-based sales Help customers deliver / achieve major initiatives Negotiation & Pricing Structured approach to prevent the erosion of margin Creation of training modules Customer Contact Personal EMT sponsor for each GKAM Account Customer satisfaction survey Baseline - September 02 Improvement - March 03 Integrating mechanisms Worldwide deployment of Baan CRM - opportunity management Definition of common sales framework supporting: Opportunity management Sales team management Account planning Incentives Implementation

  5. One Invensys – Group Key Accounts Characteristics of a Group Key Account: • Large multi-national companies • Multiple Invensys Business Groups • Substantial growth potential • Custom systems and solutions • Dedicated account executive • Dedicated executive sponsor Executive relationship building Account Plans on eRooms DWS on live Opportunities Customer Satisfaction Survey

  6. It is a fully coherent approach. The 4-stage Sales Process is the kernel of all our activities: Progressing opportunities Managing the sales teams Forecasting future sales Developing account plans Improving skills & competencies These initiatives are being rolled out… across all Business Groups in all territories Sponsorship is fully linked Rick Haythornthwaite EMT Divisional COOs Business Group Presidents The focus is to exploit the advantage of ‘being Invensys’ How is it different this time?

  7. Benefits to our Customers Better understanding of where they are taking their company Better able to match our services to their strategic needs Able to depend on the strength of a global player Able to address global problems with a single global relationship Benefits to our Shareholders Customer retention Stemming the loss of customers by up to 50% over a two-year period Margin Improvement Higher value propositions are expected to generate an improvement to ‘at-contract’ margin of 2-3% Revenue improvement Proactive selling approach is expected to yield 1-5% additional revenue Benefits in business and financial terms = more valuable supply-side partner = more attractive investment opportunity

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