Selling (MORE) to Your Installed Base

1. Selling (MORE) to Your Installed Base Chris Majer – Sales Engineer, UK & Africa

2. Agenda • Who’s here? • Why base sales are critically important • What can we sell installed base customers? • How do we increase base sales? • Feedback Session-share what’s working and what isn’t today • Wrap up and adjourn

3. Fishing for more revenue?

4. First, who’s here today? • Bag toting, fur bearing, quota carrying salespeople? • Sales Management? • Executive Management? • Lost/wrong breakout?

5. Why Base Sales are Critical • We sell in a “take-away” environment, very few “green-field” opportunities • Our Base is being called on by our competitors. • Face time is #1 with our Base. If we’re not selling to them, somebody else will • Maintenance revenues are critical to the success of our companies (18% x 5.55 years= 100%) • We can leverage existing relationships, contracts, and shorten sales cycles

6. The Rep Perspective • New sales are generally compensated at a higher commission rate than Base sales • Small orders can take inordinate amounts of time and effort for little commission • It’s harder to achieve quotas and gates with smaller add-on orders • It’s more fun and rewarding hunting Elephants than Mice

7. The Reality for Reps • Base sales are our “bread & butter” • Base sales flatten out the peaks and valleys of New customer sales cycles • Base sales run on almost exclusively on customer’s budgets, you can grow base sales by understanding how each of your customers budget (when, how, what?) • Reps rarely use all the resources available to them to grow base sales • Planning and time management skills greatly aid base sales efforts, but we’re all very, very busy!!!

8. Reality for Sales Management and Executives • A weak and slowing economy can impact new sales • Too much emphasis on net new Customers • Compensation plans favor new sales versus base sales • Reps need different tools and resources to “mine” the customer base for opportunities • Recurring revenues from Maintenance and Services grow the business exponentially • Growing the base, keeping the base aids in new sales cycles

9. So what can we sell our Base Customers? • Typical add-ons, but in the contact center they’re usually driven by expansion (a weak and slowing economy can hurt, not predictable) • Many CIC base customers have legacy PBX/VM systems • Go after the enterprise applications • ROI by consolidation, MAC reduction, end-of-life forklift upgrades • Huge benefits for multi-site and Branch offices • Standardization of platforms to leverage infrastrucure • Make IT heroes

10. So what can we sell our Base Customers? • MIC to replace legacy VM. There is no better architected VM/UM available in the market. The time is NOW. • Interaction Message Indicator for enterprises moving to Microsoft Exchange 2007 for VM replacement, IMI bridges the shortfalls • Move outside the contact center. Look for employee, customer and other constituent facing applications • HR may have IVR • Interaction Feedback to move Surveys in-house • Interaction Conference- many enterprises still use 3rd party services (expensive) for meet me conferencing

11. So what can we sell our Base Customers? • Interaction Mobile Office- gets the customer into Speech Recognition. Speech enabled auto attendant, status, VM/UM access, calendar access coming in a SU. Adds Nuance or Loquendo licenses. 1st step to get additional external line licenses for new IVR applications. • Interaction Client Mobile Edition-for field employees, sales, executives. Arm your reps, field technicians and SE’s with this to “show & tell”. • Revisit contact centers for email and fax applications. We’re seeing more email queuing than ever before. It may not fall into a traditional call center, ask who handles customer emails, faxes.

12. So what can we sell our Base Customers? • Interaction Recorder and Screen Recording. The QA features are great tools for rating performance and identifying areas for improvement • Interaction Dialer-huge performance increases in Dialer 3.0. Look for Agentless applications as well (emergency notification, outbound IVR, inside sales, telemarketing and collections departments are key). • HMP, Interaction Gateways, Mediant Gateways, Polycom IP handsets, Media Servers, Proxy- instead of upgrading 2.x customers to 3.0 on boarded servers, push HMP. It makes it harder for the competition (architecture, end-of-life, etc). It also provides better failover, security, and more.

13. So what can we sell to our Base Customers? • PSO Packages • CRM integrations • Marquee • Interaction Conference • Scheduled Reports • Interaction Optimizer (WFM) • Our base is targeted by our competitors • Sell the pre-integration, lower PSO and multi-media capabilities • Sell the client schedule and adherence views in the .NET client and Supervisor

14. So what can we sell to our Base Customers? • Education. Try to sell Education with all new deals. If you haven’t, revisit the Base. An educated, certified customer buys more product. Less likely to listen to competitor claims. More exposure to product they may not have today.

15. OK, so How do we increase Base Sales? • Development Servers- all customers should be encouraged to put a dev server in place. New applications, more ports, additional software will result • Learn the customer budget process. Know when the budget is created and submitted, as well as the start and end date for budget cycles. Try to find out the budget numbers. • Customer Events- Brown Bag University, User Groups, Open House, New Release Events, -be creative. Sell 10 at a time showing new modules, features and benefits. Customers are good at selling customers new software. • Examine Inside Sales- CSR’s, CDR’s, Care Bears as an option, work in conjunction with the account rep.

16. How? • Use any and all resources at your disposal • Demo at every opportunity (SIM room, NFR systems, etc.) • Use your ININ Territory Manager like a pack mule. • Bring Base customers to Indy (do the Testing Tour) • Encourage them to attend the User Forum every year • Friday Marketing Solutions scheduled demos • Webinars (topical, i.e. Optimizer, Interaction Feedback) • Wellness visits (on a regular interval) • Press releases for new products and features (SU’s too) • Partner Library • New Resource Center on www.inin.com • testlab.inin.com

17. How? • Case studies- ask Base customers for permission. They like the notoriety!! And they’ll read all the other ones. • Position new modules, software with major upgrades. Work the budget angle. Show it will reduce costs in project management, development, testing by wrapping new modules into an upgrade. • Eat your own dog food. Use the technology for applications that face your customers (Mobile Office, Speech applications, ICME, web chat, email queuing, etc.) • Consider certifying your Sales Engineers. They can be powerful resources in front of Base customers

18. How? • Continuing education for Reps- attend the webinars, see new offerings and features. Think about your Base customers, which could benefit from the new release? • Bring your Reps to this conference. They’ll meet their peers and ININ staff, as well as see what’s coming from ININ. • Pay close attention to the Microsoft OCS story. Make sure Reps and Sales Engineers have a good working knowledge of ININ’s strategy as it pertains to OCS. • Leverage your traditional Base contacts for more “C” level access. Sell the big picture there.

19. Feedback Session • Share what’s working and what isn’t!

20. Interactive Intelligence DELIBERATELY INNOVATIVE www.inin.com