We all want Revenue Growth? No, we all want profitable Revenue Growth! That means minimising Churn and/or maximising Retention. The challenge is that Retention is not a long-term, sustainable strategy. If the Customer wants out she will find a way. The better long-term, sustainable strategy is finding ways to make them want to stay. The Million dollar question is: How do you make them want to stay?
18. Customers are defecting to other suppliers2
Unable to monetize business opportunity over full
customer life cycle3
Cost/effort to win back lost customers is extremely
high/prohibitively expensive4
5
Cost/effort of winning new customers is 10-15 X higher
than winning new business from existing customers
Unable to keep existing customers1
37. Mindset Matters Most1
Sell Business Outcomes not Technology2
Where are you on the Partner Sales Maturity Model?3
How and when to communicate Bad News4
Focus on your Customer’s Long-term Success5
41. “Attitude is a choice, and
its available to all.”
Its all about Attitude
- Seth Godin
“What actually separates
winners from losers isn’t
talent, its attitude.”
45. Who is your Customer?
Sell to Sell thru(Customer) (Customer = Partner)
=
?
X
Transactional Relational
• Short-term
• One shot focused
• Medium to long-term
• Repeat business focused
58. “Doing exactly the same thing
over and over again, but
expecting a different result.”
- Albert Einstein
Definition of insanity
59. Mindset Matters Most1
Sell Business Outcomes not Technology2
Where are you on the Partner Sales Maturity Model?3
How and when to communicate Bad News4
Focus on your Customer’s Long-term Success5
65. Sales Transformation = Selling Business Outcomes
OLD NEW
The IT Buyer The Business Buyer
Selling into CapEx Budgets Selling into OpEx Budgets
Technical Expertise Business Expertise
Geographic Sales Territories Vertical Industry Territories
Selling Features Selling Results
Fixed-Price Contracts Outcome-Based Contracts
Demonstrating Features Business Process Discussions
Your Complexity and
Underlying Architecture
Your Consumption Model
and Service Capability
Maintenance Contracts "Apps Mindset"
Face2Face Sales Skills Social Media Knowledge
Source: Consumption Economics: The New Rules of Tech by
J. B. Wood, Todd Hewlin and Thomas Lah, 2011
68. “Don't wish it were easier;
wish you were better.
- Jim Rohn
Don't wish for less problems;
wish for more skills.
Don't wish for less challenges;
wish for more wisdom.”
69. “Don't wish it were easier;
wish you were better.
- Jim Rohn
Don't wish for less problems;
wish for more skills.
Don't wish for less challenges;
wish for more wisdom.”
70. Mindset Matters Most1
Sell Business Outcomes not Technology2
Where are you on the Partner Sales Maturity Model?3
How and when to communicate Bad News4
Focus on your Customer’s Long-term Success5
74. Dimension of
Knowledge
Dimension of
Relationship
Dimension of
Partnership
Top 3 customers
Business development
strategy
Prospects introduced
Top 3 suppliers Supply chain challenges
Alternative suppliers
introduced
Top 3 competitors
Activity to tackle competitive
threats
Suggestions made for
differentiation
Top 3 staff members Key vacancies/talent gaps
Candidates/HR solutions
introduced
Top 3 business issues
Value of each business
issue
Active assistance with 1+
issues
Forecast/vision/plan for next
3 years
Visibility of functional plans
(where they exist)
asked for input on strategic
and operational business
plans
1 2 3
75. - Unknown
“Not a lack of resources,
but a lack of resourcefulness.”
76. Mindset Matters Most1
Sell Business Outcomes not Technology2
Where are you on the Partner Sales Maturity Model?3
How and when to communicate Bad News4
Focus on your Customer’s Long-term Success5
83. White Questions
Green Questions
Black Questions
Red Questions
Current situation
Facts, data & information
white snow: pure, cold hard facts
Desired situation
Future state
Grass, trees, growth, can become
Obstacles
Important, powerful
Dark, night time, can’t see in the dark. Turn on the light to see what
stands between current situation and desired situation.
Feelings
Fire, explosive color, highly emotional
-ve Red: “If Stan doesn’t do something he won’t make his quota. He really needs
some help. Stan needs to talk to you.”
+ve Red: “If Stan overachieves this year, he will probably be promoted to VP
Sales
Asking Questions in Colour
84. Tell
Ask
Problem Solution
Conversation Directional Compass
• Describing the problem
• Problem focused
• Asking questions about the
problem
• Problem focused
• Asking questions about possible
solutions
• Solution focused
• Talking about the solution
• Describing possible solutions
86. Mindset Matters Most1
Sell Business Outcomes not Technology2
Where are you on the Partner Sales Maturity Model?3
How and when to communicate Bad News4
Focus on your Customer’s Long-term Success5
93. What did sales winners do differently?*
1. Educated me with new ideas or perspectives
2. Collaborated with me
3. Persuaded me we would achieve results
4. Listened to me
5. Understood my needs
6. Helped me avoid potential pitfalls
7. Crafted a compelling solution
8. Depicted purchasing process accurately
9. Connected with me personally
10.Overall value from the company is superior to others*What Sales Winners Do Differently, RAIN Group, 2013
116. 1. Mindset Matters Most
2. Sell Business Outcomes not Technology
3. Where are you on the Partner Sales Maturity Model?
4. How and when to communicate Bad News
5. Focus on your Customer’s Long-term Success
Quick Review:
Customers want Outcomes
Knowledge -> Relationship -> Partnership
As soon as possible, followed by Advocacy and Inquiry
Add Value through sharing Business Insights
Competing to remain relevant to tomorrow’s customers
Become a Business Partner
117. What is the single most
important thing that top
sales performers do?
118. 1. Challenge their clients
2. Inspire and educate
3. Share their insights
4. Think long-term relationships
5. Take personal responsibility for the
Customer Life Cycle End2End
Win, Retain & Develop New Business
Create Long-term Profitable Growth