Company Profile and Business Case:
Sutherland Global Services (SGS) is a global provider of process transformation services. Offers an integrated portfolio of analytics-driven IT services, back-office and customer facing solutions that support the entire customer lifecycle. Client - Intuit is the world 's No.1 financial management software for small businesses and accountants, used by over 1.5 million users worldwide. Service that was outsourced by Intuit to SGS was customer service helpdesk with 200 full time executives.
Client was missing on their quarterly sales goal for two quarters in a row. Overall sales revenue is contributed by 90% sales team and 10% onshore. Onshore team was missing on goal due to unionization disputes. Intuit was
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Sales methodology that I adopted was consultative selling which need a sales call back team. The cost of the project would be ~ 20K. For SGS to make 25% margin I need to make 5% bonus by meeting or exceeding the sales revenue of $500k every month. I worked with my finance controller to derive at a business model that would yield 25% margin. Plan was produced to country head for approval. By producing sales revenue of $500k/month and incurring cost of $20k/month SGS would earn 5% bonus equivalent to additional revenue of $300k/year.
After extensive discussion with client and internal team I started ground work on getting the team live. Consultative selling emphasis on the salesperson becoming a “trusted advisor” to the customer. For sales professionals to be a part of a customer 's process, they need to demonstrate how they can add value by acting as a partner and trusted advisor. Plan involved upskilling the sales person and mindset shift of thinking on behalf of the customer. Team with only customer service background found it difficult to take this change.
Keeping the challenge in mind and stimulated timeline to meet the goal, crucial steps were taken. Sales methodology of IDEA being adapted – ‘Identify, Connect, Explore and Advise’, provided extensive training on sales techniques and introduced attractive sales
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Key factors were defined and briefed to the team. Tools and technology were installed to record and play back the call. Set process followed for selecting and evaluating the call. During pilot phase error % was trending at 15%, sales hygiene and sales based on need being top errors. With help of EDGE coaching methodology addressed the critical defects. During steady stage error % dropped as low as 2%
Organization benefits
SGS’s Revenue increase by 10% with consistent bonus of 5%. With optimized cost model, delivered margin of 25%+ yearly. Project added in the Organization bluebook, showcased to prospects as best sales practice. On the people front, Inclusive work environment with workflow being people focused and simplified to deliver best result. Additional sales incentive for the team motivated to do more every day. On the whole sales revenue were exceeding the goal. For Intuit, High quality standard maintained at 95%+ reducing customer effort and client product return rate
Project of improving sales revenue for the client did in turn give financial benefit to the organization and gained goodwill with client NPS of 70 for the
Following the call, I created a plan that analysed the problem and outlined how it would provide customers with a
BTEC SALES PLANNING AND OPERATIONS Unit-20 By: Aishath Shivany (A000934) Submitted Date: 29 April 2017 Assignment Zacoom Holdings presents 1 | P a g e By: Aishath Shivany (A000934) BTEC Sales Planning and Operations Unit 20 29 April 2017 Table of Content Page Executive Summary .............................................................................................................................. 2 P3.5. The Use of Database in Effective Sales Management ............................................................... 3 1.
What our company needs is an increase in customer lifetime value. We can do this by building long term relationships, creating strong brand loyalty, using the right incentives to attract new clients and incentivizing current customers to retain them and offering superior customer service. To build strong term relationships the company has to stop thinking short term, but focus on long term lasting customer relationships. We have to be honest; although our main job is to sell we should not treat our customer as pay cheques.
111). The main reason why this is one of my favorite aspects of this book is that it encourages “reasonable down-selling” (Spoelestra, 1997, p. 112). I think that too often salespeople try to only upsell customers, and that can end in a bad experience for the customer, or not sale for the organization at all. I believe that if all salespeople abide by this rule, then organizations will be more successful, as customers will actually be purchasing something they actually want and will enjoy, which increases the chance that they will be a repeat
Coles Supermarket Australia Pty Ltd is an Australian supermarket, owned by Wesfarmers. It is commonly known as Coles and was founded on 9th April 1914 in Smith St, Collingwood, Victoria. Till now, Coles has operated over 700 stores throughout Australia and employs over 100,000 employees. It controls 35% of Australian supermarket industry. Coles was founded when George James Coles opened the Coles Variety Store on the street in Melbourne.
Hire a new sales representative Janmar Coatings, Inc. could add in a new sales representative whose sole job is to generate new leads in retail and professional accounts. This would come with a direct cost of $60,000 each year, excluding
Sales projections are incredibly difficult to predict for a new company but, considering the above analysis of the financial statements, we can tell that Mdelic Wasatch Outerwear should improve their current financial position but it is still in a favorable position and we can expect positive results. I also think that we need to keep improvinging and I have a few suggestions: 1) Explore new markets We should start exploring new markets for our business and take the time to plan how we can expand our existing market. We can look for ways to improve our marketing, whether by winning easy publicity or preparing direct mails. 2) Have a Limited-Time Sale or Promotion
Being an active listener allows the salesperson to know their customer’s point of view, and attend to the needs and wants of their customer. The third part of the book consists of twelve principles to win people to your way of thinking. A principle in particular that I intend to apply more often in life and in the workplace is being sympathetic with other person’s ideas and desires. Too often I ignore or disregard others opinions or ideas, when I should encourage them and see things from their point of view. According to Carnegie, to be successful in life and in my career, I need to show more respect for others
1. What is the problem? What were the underlying causes of this problem? The problem was happened because of the new knowledge management application, which was designed to copy information across network automatically, which also led to the main switch and consequently to the system collapse.
It also follows the same concept of analyzing and preparing the sales budget first because there CEO feels that it is the basis for doing any other things. He stated that all the other budgets are related to the sales budget. When we prepare a project report for obtaining Finance from the bank, the bankers analyzed the projected sales because it will determine the profitability. This company also follows the concept of preparing the sales budget and based on that other budgets are
They developed a back-office accounting software product. They believed that flat organisational structure, collegial culture would strengthen employee morale and also heighten company performance. With 25% of client renewal rate and most of the clients retained services for at least 4 years, the firm earned good revenues. It had about $100 million in revenues and 400+ employees in its regional offices. The founders retired and the new CEO looked for young sales directors.
Since they are out in the field interacting with customers and the competition, salespeople gather a lot of important information. Their organization can only make use of this information if it gets to the right people promptly, and this is done by salespeople communicating the information back. Companies often use customer relationship management software to facilitate the gathering and dissemination of information regarding customers and their preferences (Tanner and Raymond, 2010). The information that salespeople gather can help with future marketing efforts, custom marketing and product offerings, and product development. How does each type of salespeople create value?
a. The product and production orientation of marketing asserted that a company should first develop product and then they should scan the market for sale opportunities. Now days in the modern world the market have changes. The process orientation of marketing requires a company to first to analyse the market, understand customer requirement and then develop products. In todays world, the modern marketing is based on the reverse process, in which the first the customer needs and demands are identified. The subsequent market program of the firm depends on how the market identifies the potential customer, profiles them, target them and positions his offering in the minds of customer.
Every business industry nowadays, whether they are aware of it or not, depends on business strategies that they implement in order to achieve high growth potential. Some businesses, however, tend to forget the importance of maintaining effective sales strategies, therefore, they experience a decrease in sales causing their business to eventually experience some financial difficulties. Gluck (n.d.) describes sales strategy as a plan that allows companies to position their brand or product in order to gain a competitive advantage. Successful sales strategy should create a need by convincing a potential customer that the good is presented to them can solve their problems. This has to be created as a “planned approach to account-management policy
2. Introduction Defining an effective Marketing Communication Plan and Communication Mix through a well researched strategy will not only help to reach out to potential customers, but it will also help to adapt and respond to the ever changing marketing environment. This report starts by examining the various promotional tools used by marketers in the marketing of their products and services, including the advantages and disadvantages of the tools. The report goes on to examine the meaning of Integrated Marketing Communication (“IMC”) and the importance of measuring the effectiveness of the Promotional Campaign.