1. 2010
I N T E R N A T I O N A L
C O N F E R E N C E
tack awards
competence
masterclasses
contents
attackinG team - Global solUtions 2
takinG proactive action 4
moments oF inspiration 6
tHe best oF tack spirit 10
tack attack awards 12
indUstrY insiGHt sessions 16
cool ideas 17
tack Global marketplace 18
core competence masterclasses 20
power brieFinGs 24
learninG insiGHts
& action planninG 25
post-conFerence activities 26

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Working together
as a true ATTACKING TEAM to provide
GLOBAL SOLUTIONS to clients locally and
We have been designing and preparing this
Conference with a vast commitment,
huge dedication and enormous excitement with
to leverage on a number of significant new devel-
opments of know-how as well as newly acquired
knowledge and newly developed competence to
internationally! a single aim in mind: to provide all participants drive the progress of your local TACK operations
with important tangible value to bring back to your and teams to a higher level of success.
In a global business environment that is changing in a countries. An extended team of colleagues from And we were thrilled to hear all participants
different countries have been working hard for a saying that this was the BEST CONFERENCE
faster pace than ever experienced before in our times, it long time in order to ensure that you would be able EVER!
is of paramount importance for TACK to further strengthen
our unique competitive advantages and to deliver our brand This year we have managed to bring together a number of internal TACK Experts as
promise. It is extremely important to work together as a well as a number of External Experts. It is a unique combination that allowed us to
true ATTACKING TEAM to provide GLOBAL SOLUTIONS to learn from the very best coming from within the TACK Family and from the market.
clients locally and internationally! As a result, we had an amazing collection of:
5 Keynote Addresses,
3 Awards MasterClasses,
3 Industry Insight Sessions,
1 Area Session,
7 Core Competence MasterClasses,
18 Power Briefings, and
3 Post-Congress Learning Events,
What an incredible wealth of knowledge,
experience and expertise that was!
And of course, since we were in Las Vegas we had an entertainment programme through out the Congress that was nothing less than fabulous!
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Andwe
w e r e
thrilled
tohear
allpar
t i c i I’m grateful to our guest keynote speakers and to our many
pants TACK and TMI friends from around the world that made
an awesome contribution to the huge success of this Event.
saying I’m also grateful to the members of the TACK USA and
TACK Mexico Teams, and to Bogdan and Calli, for work-
thatthis ing very hard and for a very long time to prepare this
unique Event. A big "thank you" goes to Simon our bril-
wasthe liant emcee. I have an exceptionally special thank you for
our hosts, Janelle and Vicky!
B E S T It was a truly inspiring, memorable, once-in-a-lifetime
In 2010 for the first time we have decided to organise both the TACK and TMI Events
(i.e. TMI is the sister company of TACK) on the same days and in the same coun-
try/city/venue. We did not merge the TACK and TMI Events but we had them run in C O N
experience!
I’m really thankful for the fortune and the privilege of
sharing this stunning learning experience and, also, having
parallel. This allowed us to achieve the TACK-specific objectives and the TMI-specific
objectives concerning development and growth, while creating an opportunity for our F E R E great fun with all of you in Las Vegas!
TACK and TMI colleagues to establish a closer personal relationship with each other, to
learn more about the other brand and, finally to be in a better position to more actively N C E I feel deeply honoured and extremely proud to be a member
of the TACK Family!!!
explore and utilise opportunities for cooperation and synergies both in the local markets
and the international market, where applicable. EVER! Kostas
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Taking proactive
and effective action,
because the
crisis may
not last long
enough...
As Warren Evans, one of our keynote speakers, put it: the greatest danger in this current recession is that it
may not last long enough. That is, long enough for some organisations to wake up, realise the once-in-a-lifetime
opportunity they have and take advantage of it. While most businesses focus on surviving the next few months,
a few select ones are also thinking about what they need to do differently to leap forward when this is over.
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H
istorically, each Conference
has been special in its
own way, and this year was a
In
TACK we have been working towards this direction, and with this shining example. We strongly
strategic objective in mind, since the very beginning of the global crisis. believe that after a period of tough
We have been taking action, to expand our pool of clients, to enrich our know- markets and stretching efforts
how and offering, to strengthen our business development competence and to remain at the forefront, it was
capacity, to sharpen our value proposition, to develop world class marketing more important than ever to get
materials, to build up our competence in designing and delivering integrated together, share and learn from
solutions and to further align our collective efforts on a global scale. each other. Undoubtedly, this
Event not only boosted the spirit
The focus of this year�s Conference was to significantly accelerate the pace of and motivation of our teams,
our progress. It was all about preparing to make the most of the opportunities but also gave a healthy dose of
that the recovering markets offer us worldwide to strengthen our position both business development ideas,
locally and globally. We focused our attention on how we can best leverage topped off with a dash of important
our offering in our key areas of focus to address existing and emerging market competence development. Now,
demand. This meant a combined focus on thought leadership, latest trends, IP back in your home countries, it is
utilisation, competence development, and business development throughout your call to use what you learnt,
the Conference. share it, and make the most of it!
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Moments of
This year we wanted to offer extreme value to all participants by having some of the most sought-after keynote speakers to share their expertise and
wisdom with us. Throughout the Conference we invited an impressive selection of celebrity keynote speakers to share their stories and insights,
Inspiration
stimulate our thinking, and spur us to take action. It has been a �treasure� of insights that allowed us to better assess the current market conditions, better
understand the clients and better analyse current and expected future trends.
W. W.
Mitchell, International Keynote Speaker, Evans, Master Strategist - "Where in the
Author and Triumphant Victor - "Being World is the World Going? - Strategy,
Unstoppable." Trends and the Business of Learning."
In his opening keynote address, Mitchell challenged us to stage Warren Evans is a man with a decades-long track record of
a jailbreak. A break from the mental �jail� we tend to create for being ahead of the curve in predicting the future. He looks at
ourselves through self-imposed limitations as we face setbacks the major trends, how these are interacting with each other, and
and adversity - in business, and in life. Mitchell, undefeated by a the strategies successful organisations are using to recognise
blazing motorcycle accident and a paralyzing plane crash four opportunities, and then create competitive advantage from these
years later, learned to take responsibility for the countless changes insights. His message for us? For many the biggest danger in this
in his life. Whether coping with devastating burns over his body current recession is that it won�t last long enough. There are two
we invited an
or being sentenced to life in a wheelchair. He was determined to kinds of organisations today. There are those hunkered down,
maintain control, cope with the changes, and prosper. His life clearly focusing purely on the next few months thinking "how do we get
illustrates that no matter what happens to you, most limitations through all this thing, how will we survive?" And then there are
are indeed self-imposed. Step by step, Mitchell moved forward those that spend 10-20% of their time thinking "what do we need
impressive
with his life. He became an internationally acclaimed mayor -who to do differently when this ends?" Because we all know it will end,
saved a mountain-, a successful businessman who put thousands we have been through this kind of thing before. We know that in
of people to work, a congressional nominee from Colorado, and a every marketplace 12-18 months after this ends the pecking order
respected environmentalist and conservationist who repeatedly will have changed. Those who were last may well become first. If
testified before Congress. In his keynote he calmly encouraged us
to accept challenges, embrace change and take action, and left us
with a message that unexpected changes can become exciting new
selection we�re not taking this opportunity to rethink why we�re doing what
we�re doing, how we�re doing it, where we want to go with this,
and what we need to do to get there - we�re missing a tremendous
starting points. "Before I was paralyzed there were 10,000 things I opportunity, because half of the universe is hunkered down and
could do. Now there are 9,000. I can either dwell on the 1,000 I�ve W. Mitche l l focused purely on the next few months!
W.Evans
lost or focus on the 9,000 I have left."
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of celebrity keynote speake r s
M.
Willis, Global Head of L&D, Tyco Electronics - "What Large
Companies Expect from their Global Training Partners."
With a history of 50+ years of leadership, Tyco Electronics is a US$10.3 billion global
provider of engineered electronic components like cables and connectors for thousands of
consumer and industrial products. If it wasn�t for Tyco Electronics, your laptop computers
wouldn�t start, cars would stop in the middle of the road, and airplanes would fall off the sky.
The company operates in 52 countries employing over 85.000 employees. L&D Leader Mike
Willis addressed us on what global companies expect from global vendors, like TACK and TMI.
His key messages? Someone who claims to be global should in fact be global. That is, have
people placed in relevant locations throughout the world, with the right level of expertise, able
to adapt contents to local culture, and deliver in local language, consistently. Flying trainers
in does not allow for that. It is this unique combination of consistency and adaptiveness that
is a winner, and TACK and TMI no doubt have that capability. Tyco Electronics needs an
extended team on their side, a truly valued partner. They say "If you want to go fast, go alone.
If you want to go far, go with others." Tyco Electronics plans on going far. What�s needed
is consistency, reliability, and repeatability of high added value learning programmes and
services. Truly understanding and listening to what the customer has to say. Some vendors
to share their
just don�t seem to listen. During the sales process they sing a song "oh, I can do that", and
then fail to deliver upon their promise. TACK and TMI actually practice what they preach.
Alignment with values like integrity and accountability are essential. Mike closed with a
stories
comment, that in a way TMI and TACK is a lot like Tyco Electronics: "Large, doing important
and great work, yet a lot of people don�t know who we are. Perhaps they should."
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J.W. Hayzlett T.Hsieh
J. T.
W. Hayzlett, former CMO of Hsieh, CEO, Zappos.com -
Eastman Kodak - "Lessons from "Delivering Happiness - a Path to
Kodak�s Near-Death Experience to Profits, Purpose and Passion."
It�s Thriving Redefinition Today."
The hip, iconoclastic CEO of Zappos.com - currently
Change agent, thought leader, and sometimes the most in-demand keynote speaker in the US -
cowboy, Jeff Hayzlett is a social media and addressed us on "Delivering Happiness - a Path to
marketing expert and Kodak�s former Chief Marketing Officer. With Hayzlett at the helm of Profits, Purpose and Passion." In 1999, at the age of 24, Tony Hsieh sold LinkExchange, the
Kodak�s marketing and business development initiatives, the company experienced record company he co-founded, to Microsoft for $265 million. He then joined Zappos, as an adviser
growth, unveiled revolutionary new products and has established a global brand as a leader and investor, and eventually became CEO, where he helped Zappos grow from almost no
in cutting-edge research and product development. Jeff started out by asking: "How many of sales to over $1 billion in gross merchandise sales annually, while simultaneously making
you bought a roll of film last year? Welcome to our world." Kodak went from USD 15 billion Fortune magazine�s annual list of "Best Companies to Work For." Zappos was acquired
to 200 million in sales in just 5 years. Their business evaporated. Their revenues are once by Amazon in November 2009 in a deal valued at $1.2 billion on the day of closing. In his
again over USD 10 billion. In 1976 Kodak invented the digital camera, just put it to one side, as keynote Tony showed us how a very different kind of corporate culture is a powerful model for
business in film was good, so it wasn�t necessary to change. 40 years later they had to become achieving success - and how by concentrating on the happiness of those around you, you can
a digital company pretty fast. Today 40% of all commercially printed material is touched by dramatically increase your own. His key message? Concentrating on something you�re truly
Kodak technology. They weren�t in that business 5 years ago and today they are number 1 passionate about, and building a business around that with a culture where talented people can
in market share worldwide. The Kodak online gallery boasts 75 million paying members and be themselves, where they can connect with each other, do work that�s meaningful to them
hosts 5 billion high-resolution photos. And that�s because Kodak has probably the only product and with a purpose, where they can be part of something larger than themselves will likely
that people would run back to a burning building to save. 70% of their business used to be in bring about financial success, too. The success story of Zappos.com is testament to how
the traditional business frame, today that�s all digital. They also swung from a B2C to a B2B non-conventional ways of really putting people first and releasing the potential of your people
business model. 13 products drive 80% of revenues, each of them number 1, 2, or 3. If they makes business sense. Their organisational model is no doubt one of today�s pioneering
cannot make it to the top 3, then they move out fast. And half of these products did not exist examples of emerging new organisational models of our century.
5 years ago. His message? When businesses get back to the core of who they are, and who
they want to be, and get serious about making that happen - that�s when businesses excel. How
about us? Is our business alive and kicking, or is it just lying on the floor? What is our core, what
is our brand all about and what does it take for us to excel?
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J.Barlow
J.
Barlow, CEO
TACK & TMI
USA - "Branding
Service, Branding Sales."
Janelle addressed us on the
topic of how sales and service
go hand-in-hand to enhance the customer brand experience, generating
revenue and profits. She demonstrated how closely customer satisfaction
and market valuation correlate. A fundamental truth is that looking at
service only, when trying to improve customer satisfaction, is not enough.
In fact, often the very first customer experience is a sales experience!
There are opportunities to improve customer experience from a rational
(price, functionality), or an emotional (brand) perspective, but the latter
tends to influence customer loyalty substantially more. Only one can be the
cheapest, all the others must use their brand! A shift is needed in the sales
approach from selling to a customer, to creating a customer. In the brand
context sales is about the brand promise, whereas service is about the
brand experience - the two must be closely aligned. As Peter Drucker once
put it: "The purpose of any business is to create customers." This clearly
suggests a lot of business opportunities for us out there!
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The best of.. the TACK ATTACK Spirit!
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12. I N T E R N A T I O N A L C O N F E R E N C E >>> l A S V E G A S 2 0 1 0
The TACK ATTACK Awards were TACK Partner Country of the Year
introduced last year to celebrate Acknowledging outstanding overall performance and
the TACK Brand in action through progression of the TACK Brand.
recognising our most outstanding TACK China - Awardee
success stories, team and person- TACK Denmark - Awardee
al accomplishments - both internal In 2009 we had to operate in the most challenging business environment
and external. that we have faced in years. Despite this fact, TACK China and TACK
Denmark continued the delivery of successful client projects, acquired important new clients, designed
Our Judges (in alphabetic order) and delivered integrated solutions, employed new approaches and methodologies and further upgraded the
competence level of their teams. And even more, they managed to keep their respective volume of business to
Pawel Chabros the very high level of 2008! A truly remarkable achievement!
awards
Irina Gubar Emerging Young Talent of the Year
Recognising and acknowledging outstanding
Kostas Hatzigeorgiou
performance and professional excellence of under 35
Gustavo Piera emerging young talent in the Network.
Linnet
Tayo Rotimi Furtado
accepting
Shobhit Srivastava on behalf
of Shobhit
TACK India - Awardee Srivastava
Shobhit, 29 years old and 3 years with TACK India, is a business developer and a constant high achiever. He
single-handedly sold and personally delivered an impressive volume of business in 2009 alone! He generated
15 new accounts including major international brand names like Godfrey Phillips, Nestle, Maruti Suzuki, Metlife,
Pepsi, and Auchan. Shobhit achieved all this in the year that followed right after the biggest slowdown the Indian
economy had faced since 2001! What�s more, Shobhit did not start out as a star business developer, but he
worked long and hard at it to make it happen - and he triumphed! Shobhit�s turnaround story from year 1 to year
2 has been source of inspiration for the rest of the TACK team in India. Congratulations Shobhit!
The Finalists and Awardees of 2010 are shining examples of what the TACK ATTACK spirit is all about, living and breathing the TACK Brand day in and day out
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Business Support Person of the Year Business Developer of the Year
Acknowledging inexhaustible commitment and stellar Recognising unwavering determination and exemplary
performance in supporting the business. accomplishments in business development.
Tine Hansen Noemi Litvak Bob Branson Tom Johansen
TACK Denmark - Finalist TACK Mexico - Awardee TACK USA - Finalist TACK Denmark - Awardee
Tine, 7 years with TACK, works as Project Mimi, 4 years with TACK, is a great Bob has been working with TACK USA Tom, 4 years with TACK, is leading Team International in Dennmark,
Co-ordinator supporting the Danish Account trainer and also a great support in the for 2 years and has been instrumental Sweden, Norway and Germany. In this position he is supporting his team
and Project Managers, ensuring projects run in getting the business off the ground.
development of consultants and trainers in establishing relationships with international companies. Furthermore,
as smooth as possible. She is the one-point In this short period of time, during the
of contact for clients with major projects,
in Mexico and Argentina. She has been in worst economic crisis that the U.S. he is running joint account management on important clients as IC
and she has been setting the standards for charge of ensuring delivery quality of all has faced since the early 1920s, Bob Companys and Marc O'Polo. Tom has a unique ability to get ideas to
project coordination at such a level, that consultants and materials, which is a huge has persisted with a positive attitude tools, that can be used to approach new potential clients in challenging
she has developed into being a part of the and achieved major accomplishments
job! Without Mimi it would not have been markets. He managed to position himself with a unique trainer style. Being
argumentation for choosing TACK! Many for TACK USA. Business was so bad
stories could be told, but there are two things possible to ensure Accenture delivery in in the US in 2009 that it was all about a friendly and positive guy, he pushes participants and clients to their limits,
that underline clients deepest respect for Tine. Latin America at such a high standard. fighting for survival. Bob never flagged making them break boundaries. He is often asked for advice or guidance
First, there are never any additional questions She is also an expert in recruitment and in his energy throughout that period. by his clients, as well as from his colleagues. His major accomplishments
asked to the account manager. It is all fixed. Talking with hundreds of people, he
preparation of good trainers. She can get identified strong independent business include: setting up of an international retail offering; comeback of TACK
Second, clients always know Tine�s name.
This is proof of respect, achieved by her diamonds from stones... diamonds that developers, and created relationships in the German, Norwegian and Swedish markets; and establishing Team
competence and integrity. She transformed also remain so! Mimi is always looking that have given TACK presence in the International. Danish-based account managers and consultants know that
TACK project coordination into being an US sales training market. In addition, he
for ways to improve things. She is called Tom has an answer to all their challenges, when it comes to delivering
important part of the company�s value has been the dominant developer of the
proposition, and enabled it to run huge and
"Sensei" by the team, because she is a Tyco Electronics account. This account international concepts. A pioneer on international assignments, he has set
complex training and development solutions. guide and coach to team members. She is of such strong global potential, and a benchmark on how to run projects and involving the different trainers
Tine, no doubt, is a big inspiration to her goes out of her way in helping trainers of such a huge size, that it literally could and TACK Network Partners. Knowing this, Danish colleagues are now
colleagues in the TACK Denmark Team! drive business for TACK USA for many
develop and deliver excellent programmes. actively approaching the big Danish-based international players. Tom
years to come. In addition to bringing in
TACK Mexico and Argentina teams owe a a very valuable client, he also created a not only works with members of his team, but uses every opportunity to
lot to Mimi and the great care and support structure and platform for strong global work together with other colleagues. He is involving them and challenging
she provides for them. Congratulations projects, that will influence how TACK them, trying to pass as much of his knowledge to them as possible.
around the globe does business!
Mimi! Congratulations Tom!
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Consultant of the Year TACK
Acknowledging best practice Person
and individual excellence of seasoned professionals. of the Year
Award
Awarded to acknowledge outstanding contribution to
building and strengthening the TACK International Network.
Annegrethe Rosa Selene Sanchez Simon Broom Marie Kongsted TACK Denmark - Awardee
TACK Denmark - Finalist TACK Mexico - Finalist TACK UK - Awardee Louise Gulliver TACK UK - Awardee
Annegrethe, 3 years with TACK, focuses on Selene, 10 years with TACK, is a Simon, 5 years with TACK, is an experienced sales and
sales and account management. She recently fantastic trainer and consultant. She Marie and Louise both share a passion for the amazing opportunities
management trainer who has been in the training industry for
played a leading role in the high profile excels in all the TACK programmes, the Internet offers. Marie has been instrumental in building TACK
"Andersen & Martini" project. In her position developing customised solutions for 15 years. Over the years he has designed and delivered many
Denmark�s presence on the Web, and has achieved some outstanding
as account manager Annegrethe achieved clients. Selene always goes beyond the client projects for TACK, recently including two overwhelmingly
to establish contact with the client and drive usual programmes and approaches. results. Today, a substantial amount of business is generated for
successful international projects - Howden and Tyco Electronics.
the sales process. At a certain stage TACK She always creates great improvements TACK Denmark through the Internet, thanks to savvy search engine
Denmark almost lost the bid, but by involving to TACK programmes and solutions, as Simon has been at the forefront of both and has been the lead
optimisation, neat website design, and clever online marketing spend.
new consultants and giving the solution a well as customisation to the bone for trainer. No open course or in-company course led by Simon has
Louise has been leading initiatives to take TACK UK�s presence on the
different angle, she and her team made a great clients. Clients fall in love with Selene ever failed to achieve 90% average for both Trainer and Value
comeback, and closed a deal even bigger! She and her highly energetic, confrontative, web to the next level, so that it effectively channels in relevant enquiries,
(usually it is well over 90%). He delivers great value to delegates
is highly respected and trusted by her clients. professional and fun style. Selene and turn these into actual business. Marie and Louise took the initiative
Establishing and developing a strong personal always promotes TACK�s value and has and clients. The only exception to this was a recent sales event
and joined forces to help the TACK International Network reinvent
and professional relationship, bringing in the positioned TACK as a results company for a medical company where the authoriser asked him to "stir
TACK brand values, is natural to Annegrethe. with the work she�s done for clients in
it�s online presence, so that all Partners benefit from the knowledge,
them up." He did so and delegates marked him down, but the
She has an ability to design implementation- Mexico. She is a black belt in Six Sigma experience and expertise they have accumulated over the years. Thanks
authoriser was delighted! Simon was key to selling and piloting
oriented solutions, and make her clients realise as well, so she is an expert in helping to their commitment and dedication we will soon launch our all-new
the importance of every element integrated in companies improve processes and the Tyco Electronics project, and the pilot sessions he delivered
TACK International website, designed to make sure whoever�s looking
the delivery. Nothing is left to circumstances developed a programme called FPS in the USA were phenomenal! Simon was responsible for the
in Annegrethe�s projects. Her solutions are (Fast! Punctual! Sharp!) in order to for our services finds us, gets the right impression, and gets in touch.
successful redesign of TACK�s Profitable Negotiating course,
all implementation-oriented, and so she sets help participants understand processes This, coupled with search engine optimised local websites in all partner
a benchmark on how modern training and improvement. Selene is the "light of the
and he is contributing to the redevelopment of Managing
countries fully mirroring the global template, will go a long way in building
development solutions should be. Combined party", helping and supporting team Channel Partners. Both Howden and Tyco Electronics needed
the TACK brand, strengthening the TACK business, and bringing the
with Annegrethe�s outstanding capacity in members whenever necessary. She his innovation and creativity to succeed. Simon is a consultant
not only maintaining a good relationship but loves to share and help others grow, and TACK Network closer together. With this very special Award we wish to
who is very flexible and also fearless, which means he can
developing it, she is a role model in the TACK motivate people to stretch themselves acknowledge the personal leadership and outstanding contributions of
Denmark Team! and excel. rise to any reasonable challenge that clients throw at him!
Marie and Louise to the TACK International Network. Thank you!
Congratulations Simon!
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Initiative of the Year
Acknowledging inspired client projects and initiatives
integrating a range of TACK tools, concepts and know-how
into a transformational process delivering tangible results and
success for the client.
Flying Eagle Sales Campaign Howden Academy - Developing Implementing a New Sales Model
Unilever, TACK China - Finalist Management Excellence Sanofi-Aventis, TACK Portugal - Awardee
Flying Eagle was a major training project developed
Howden, TACK UK - Finalist
Sanofi Aventis is a global top 5 pharmaceutical company
jointly with a leading global outsourcer and the Unilever
Howden Academy is a truly world-class development solution with 80 production units and 100,000 employees worldwide.
sales team. The objective was to help Unilever elicit
that exemplifies all that is great about TACK. Howden designs,
the best practice from its top performers, and pass this With emerging new structures providing health services,
engineers and supplies air and gas handling equipment with
on to the entire sales team. Outsourcer conducted the
3,800 employees, and divisions in 17 countries. The initiative increasing competition from "health stores", blockbuster
needs assessment, identified key competencies, and
decided the main training topics. Following this a joint
aimed to develop already excellent engineers to become drugs losing patent, and the government forcing price cuts,
excellent managers and leaders of the future. It was designed to our client needed to reinvent the way they approach the
project team was formed to design and deliver relevant
support the client in achieving their business goals, specifically
training to the target group. TACK China created a whole market. Following a deep research and study of the market
their double digit annual revenue target. The project involved
new programme based on the specific needs of the
the design, delivery and outsourced programme management and the industry, TACK Portugal designed and delivered a
client, trained over 650 salespeople, and prepared 6
of a blended modular management development programme series of programmes to refresh and refine the selling and
internal Unilever trainers to roll out programmes on an
for a target audience of 386 engineers in 9 countries. Specific
even larger scale. The project�s success significantly leadership skills of sales managers and pharmacy sales
elements included: psychometric profiling, 4 management
increased TACK�s reputation within Unilever, as well as teams around PRO-PAYBACK� Selling. They also prepared
modules, multi-language delivery, pre- and post- competency
The outsourcer, and resulted in major business opprtunity
assessment, outsourced training administration, creating a team of internal sales trainers to use role-playing and
for other TACK teams over the Globe. Unilever specifically
a client-specific online learning portal, post-course learner case study methodology in their work. Furthermore, TACK
praised the results of this project during their board
support tools. It is an extraordinary development solution which
meeting as one of the best projects in Unilever globally. teamed up with selected university professors, health
has strengthened our management offering, capability and will
enhance our position globally. experts, CEO�s of two other large organisations, and
healthcare representatives to help Sanofi-Aventis create a
new sales model to adapt to the changing circumstances.
As a result, TACK Portugal has become a trusted partner of
Sanofi-Aventis, and they�ve become known as experts in
the pharmaceutical industry in Portugal.
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Industry Insight Sessions
Thought leadership, latest trends, inspiring fresh Retail by Tom Johansen, Pharma by Isabel Se-
TACK Denmark queira, TACK Portugal
thinking and attractive business development
opportunities in targeted industries.
P T
articipants of the Retail he Pharma Industry
Industry Insight Session Insight Session gave
examined closely the participants a fresh
Banking by Eric Pillinger, different types of retail and comprehensive
TACK UK business models, and their implications insight on current market
T
from a training & development perspective. It appears that trends and opportunities. It appears that there are 3
his session looked at a retail is going big worldwide, small operations are getting big, different markets in pharma: "Pharmerging" - 1 sales
somewhat troubled, yet highly big ones are getting huge, national ones go international, and person and 1 decision maker; "Mature markets" - where
important sector for us - international ones go global. This all poses a great demand on access to physicians is more difficult, there are many
banking. Following the recent solutions that enable the successful implementation of retail rules to abide to and complex sales processes to follow
global crisis there has been a period strategies, and a big part of the solution clients are looking with multiple stakeholders; and "Advanced markets" -
of relative calm and a re-appraisal by for is just what we have on offer! Looking at the different retail the ones characterised by a restructuring healthcare
financial institutions of their plans and models we distinguished between monobrand and multibrand; systems, with new stakeholders, less importance of
priorities. Managing and marketing self-, part-, and full-service; owned, concession and franchise prescribers, and increasing complexity of distribution.
all financial businesses will remain stores; local, national and international operations - and all the Depending on the maturity of markets there are differing
challenging - not because there is a shortage of demand (quite the opposite various combinations of these. We then explored the wide array sales approaches, dimensions of sales teams, incentives
is true), but because it is a truly global market which moves fast and has of business objectives a client might have on their agenda, models, and training models. It is also important to
the potential for both corporate and personal fortunes to be made or lost at including: maximising sales or profits, optimising sales, distinguish between prescription and OTC drugs, generic
high speed. Key challenges for the industry include: How to rebuild public conversion rate and basket size, boosting customer loyalty, and branded products, as well as between different
image and customer goodwill which has suffered so badly recently? How to improving visual merchandising and space management. target groups of the sales process, such as Physiscians,
increase our market share when selling regulated products where legislation Once we developed a good understanding of the challenges Pharmacies and Hospitals. Participants learnt about 4
restricts our promotional activities? How to attract, motivate and retain top we went on how to sell into retail operations. The key? Go out new programmes of the TACK Pharma Tower offering:
quality people? Finance is perceived as a hard-nosed industry where profits and experience for yourself how they are, do a research and PRO-PAYBACK Selling� for Pharmacy Representatives,
matter and people don�t. However, top performing companies realise that once you know who the best targets may be, meet them and PRO-PAYBACK Selling� for Physician Representatives,
this is not the case, presenting us with some great opportunities to get ask the relevant questions. These will likely be about business PRO-PAYBACK Selling� for Hospital Representatives,
involved. Relationship management and interpersonal skills can be a key objectives, supporting processes, behaviours and competence and Territory Management for Sales Managers. Overall,
differentiator today - being made to feel important will win and retain clients. profiles, the roles of sales assistants and retail managers. based on market trends and forecasts, there are
Leadership is needed at all levels - one that provides direction, role models of When you see the panic building in their eye, reassure them potentially huge opportunities for TACK in pharma. And
integrity, and shows consideration for people. Marketing and selling in a that we have what it takes to make it work for them! Now, go we have what it takes to take advantage of them!
highly competitive industry must strive for brand recognition, and ensure out and sell big!!!
the customer experience matches the brand promise from selling through to
customer service. So, the opportunities for us out there are plentiful - it is time
to get going!
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Introducing the all-new TACK Corporate Brochure and the
Leadership
Development
"Buyers� Views of Salespeople 2010" Survey
by Simon Tedstone,
Expert from Australia
T
The completely rewritten and redesigned new TACK International For over a decade TACK�s
his session looked at Corporate Brochure has arrived! It�s new design and contents Buyers� Views of Salespeople
today�s market for leadership development provide an impressive and easy-to-read overview of what we do, Survey has analysed trends
and introduced the new True Leaders and why this should matter to prospective clients - in a fresh and in purchasing behaviour as
offering to participants. We started out contemporary style. The document features a range of client logos, well as buyers� views and
by looking at parallels between the environment as well as client success stories. Electronic files are available for expectations of salespeople.
and leadership, and concluded that leadership
download from the TACK IntraNet in 3 forms: small PDF file, optimal for e-mailing and on- The ongoing study helps sales professionals and
entails a mix of strategic and tactical decision
making and effective implementation. There are screen viewing; large PDF file, optimal for printing; editable InDesign files for translation and their managers focus on the key skills that need
dozens of leadership theories ranging from Taylor, editing work by professional graphic designers. Make sure you take a look! reinforcement and development. We proudly presented
Tannenbaum, and McGregor, through Blanchard�s the findings of the 2010 Survey.
situational leadership, to Goleman�s Emotional
Intelligence model. Our True Leaders model is
based on Professor Harry Schroder�s work. His
research sought to identify a set of behaviours that Cool Tools for the TACK Toolkit
differentiated performance in complex and dynamic
environments - very much like today�s business
environment. His longitudinal research study
measured team, unit or organisational performance
rather than that of the subject individual, using
behavioural observation method. As a result, a
holistic leadership competency model was created.
We briefly familiarised ourselves with the rich PRO-PAYBACK� - The Selling Game Idea Navigator
toolkit, featuring a broad range of assessment tools We�ve introduced the latest cool addition to our TACK toolkit: PRO- Idea Navigator is a creative group problem solving tool in the form of a
and development interventions, and closed the PAYBACK� - The Selling Game. This board game allows participants to board game. It combines analytical thinking with creative thinking when
session with considering opportunities for business practice and test out their knowledge, through 40 different true/false and solving problems, or tackling new opportunities. It provides a systematic
development. The True Leaders offering will be a 40 open-ended questions, as well as 10 more complex sales scenarios. 4-stage problem solving process, at each stage using card prompts with
branded offering on its own. Following this session The tool can be used before for a creative assessment, during a learning random questions and exercises, which are a mix of logical-analytical,
interested Partners and consultants had a chance event, or after as an assessment or refresher of learning. Mass production and creative ones the stimulate mental shifts. Inspirational quotes, and
to learn more about True Leaders at a full day post- has not started yet, but will follow soon. The game will be shortly available random stimulus cards also add to the excitement. Idea Navigator from
Conference induction session. for use. Check it out! New Zealand-based MindSpring, is a tool we now have the rights to use
within the TACK Network. The game is readily available.
T a k e a l o o k a n d b e a m a z e d !
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TACK GLOBAL MARKETPLACE
MORE THAN EVER, AT THIS YEAR�S CONFERENCE
WE HAVE BEEN BUILDING ON CONTRIBUTIONS, IDEAS
AND INITIATIVES FROM ALL OVER THE TACK WORLD.
We
have done this, because it has been proven that we have
tremendous value spread throughout the network in the
form of novel ideas, initiatives, and local developments.
These are like pure golden nuggets. The only difference
is that, when shared, these nuggets of experience and wisdom can only gain
in weight, multiply in value, and generate even more golden nuggets. If we
are to become undisputed leaders, it�s a no-brainer that we should tap into
our reservoir of collective intellect and bring our global brainpower into play.
To make the process easy, at Conference we have created and brought to
life the TACK Global Marketplace. It was an expo-style event that focused on
TACK Partners sharing with each other all the wonderful things we�ve created
locally. It was a lively exchange of the best and finest local gems - solutions,
programmes, marketing materials, exercises, tools, business development
approaches, and many other things we are proud to share. IT WAS AMAZING
TO SEE THIS COLOURFUL ARRAY OF MATERIALS, TOOLS AND SUCCESS
STORIES FROM AROUND THE TMI WORLD! For those who did not have a
chance to share the experience we have uploaded all relevant materials to the
TACK IntraNet for you to download. We do hope that next year we will have
all TACK Countries on display! Thank you to all who shared; this was a true
demonstration of the TACK ATTACK spirit in action!
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TACK Core Competence
MasterClasses
ONE OF THE KEY AIMS OF THIS YEAR�S CONFERENCE WAS TO FURTHER
DEVELOP THE COMPETENCY OF THE NETWORK TO BE ABLE TO PERFORM
AT A CONSISTENTLY HIGH LEVEL IN ALL TACK COUNTRIES ACROSS THE
GLOBE. IT IS OF PARAMOUNT IMPORTANCE TO THE TACK BRAND AND
THE ENTIRE TACK FAMILY FOR ALL OF US TO BE ON-BRAND AND TO
DELIVER OUR BRAND PROMISE!
Seven Core Competence MasterClasses were run in the
form of 1-day intensive workshops.The session themes were
Winning ways
by Gillian James, TMI UK
chosen to fully support our sales and consultancy process
This MasterClass looked at the approaches and techniques that make all the difference when it comes to
from developing business and accounts, sharpening our
approaching new client prospects, preparing a proposal and then delivering a winning pitch presentation.
consulting competencies and enriching the approaches,
Gillian masterfully conveyed some key messages and insights, including conducting effective research before
process, and methodologies that we use. This year we had you approach, using simple and effective ways such as checking out the investors section on client websites,
the fortune and privilege to learn from the very best of us or signing up to open staff discussion forums on the net. To be different, you must do your homework first,
in the TACK Family, but also from the TMI Family. It was arrive prepared, ask insightful questions, and then clearly articulate the benefits and value that you offer.
Substance, however, must go in shape to get through, so the visual design and delivery style is key to get
a unique opportunity to leverage on the unique experience
attention and get your message through. What is different, in a positive sense, gets attention. Break away
and expertise of distinguished TACK and TMI professionals.
from the usual and get creative - in a way that suits your style, your message, and your audience. Be bold
Many thanks go out to all of them! and stand out from the crowd!
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TACK Integrated Solutions
by Peter Merved, TACK Denmark
At this MasterClass the TACK Denmark Team revealed the results of the impressive work they�ve done on what we call the TACK
Best Value Solutions. They dedicated substantial time and effort to distilling the best of what we have, and putting them in an inte-
Return on Investment in L&D Solutions grated process and consistent framework of tools and methodologies used at the different stages of a client intervention: "Before",
by Lindsey Byrne, TACK UK
"During", and "After". The whole process is anchored around our core concept of You-We-I, an approach that is as relevant and
powerful today as it has ever been. As a result, what we can provide clients is a comprehensive development process delivering
This session focused on challenges and solutions around measuring the
change, and creating business value.
real impact and benefit of learning and development solutions. We explored
The different stages include the following:
Kirkpatrick�s famous model with 4 levels of training evaluation: Reaction,
�Before - How we approach the Sales Process, how we conduct a Pre-Analysis, how we go about Preparing the Solution, and
Learning, Behaviour and Results. We identified methods of measurement,
how we generate excitement through Internal Marketing.
benefits and drawbacks, and options to overcome difficulties of measure-
�During - What we do about Preparing the Organisation, and TACK�s various ways
ment at each level. We then practiced linking learning initiatives to strategic
of Delivering the Solution.
objectives and business issues, and applied financial techniques to different
�After - What we do about Anchoring the Solution so learning sticks and becomes
types of learning initiative (skills, behavioural, leadership, personal develop-
daily habits, and how we conduct Post-Analysis and evaluation to capture what has
ment initiatives) through a series of exercises. We explored 4 methods of been achieved.
putting a financial value on projects: Benefit/Cost Ratio, Payback Period, Learning about all the details of the tools and methodologies we have at our fin-
Return on Investment, and Net Present Value. Finally, we prepared to coach gertips, participants of this session could walk away with the conviction, that this
HR & Training Managers to identify and value the benefits in their proposed approach is just as innovative today as our You-We-I model has been at the time of
learning initiatives to help them to compile a ROI evaluation. Overall, the founding TACK. A lot of competitors talk about integrated solutions, but we have the
session proved to be thought provoking, great value and fun - participants means to actually deliver one. The pieces of the puzzle are in place. The process we
got a significant ROI on the time and energy they invested! have at hand genuinely delivers to clients the value they expect and deserve from us.
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TA CK Co r e C o m p et e n c e
M a s t e r C l a s s e s
World-Class Consulting Virtual Instructor-Led Training
by David Nicoll, TMI UK by Elaine Frostman, TACK UK
This MasterClass aimed to help us all better understand how consulting best fits into the This MasterClass introduced participants to the world of vILT, that is virtual Instructor Led
TACK context. It also provided a great opportunity to practice scoping, designing, planning Training. This is a subject a lot talked about these days, yet very few of us have actual first-
and implementing the investigation phase of a TACK project, and sharpen skills by using hand experience of attending, even less delivering one. So here we had the opportunity to
key investigation tools. We talked about positioning TACK consulting on the market, explore what synchronous (real time) and asynchronous (pre-recorded) virtual training looks
mapped out consulting competencies and explored the 9 roles of consulting, according like, how they work and what the pro�s and con�s are. Synchronous learning is delivered
to the degree of focus on business results versus people growth. We identified consulting where needed, and in real time, offering the opportunity of live interaction between partici-
activities in relation to stages of our "Before-During-After", with a particular focus on the pants. It does pose its own challenges though, such as dealing with time zone differences.
Before phase. We then modeled consulting activities in competing teams from research Asynchronous learning on the other hand can be delivered anywhere and anytime - offering
through survey design to solutions training, and closed the session sharing our thoughts just in time learning, but with no live interaction. We explored common technology platforms,
on how to position and sell TACK consulting activities in the market. It was an intense and facilitator requirements, engagement techniques, the role of the technical producer, as well
very rewarding learning experience, leaving all thirsty for more! as learning design principles. This fascinating and thought provoking session finished with a
live demonstration of vILT in action.
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Key Account Development World-Class Delivery
by Simon Broom, TACK UK by Simon Horan, TMI UK
In this MasterClass Simon challenged us to look at the
This MasterClass was all about what it takes to ensure that the work we do truly moves from off-the-shelf to bespoke, from
way we manage our most important clients, so that
programmes to solutions, so that the way it is perceived shifts from days to investment. We explored this from 3 perspec-
building the relationship and building the value for the
tives: skill-sets, knowledge and people. The Matrix model summed up in a simple yet profound way what a great trainer
business is not left to chance. We first took a long and
looks like. This model is used to effectively assess and develop trainer competence. "An admired trainer" must be:
hard look at our client portfolio to identify the current
�Agent provocateur - who provokes and guides discovery, and never gives up;
situation, and spot areas with the greatest potential
�Inspiring and Engaging - focusing on the outcome, helping to surface and explore blockers and enablers of performance;
to take things to the next level. We explored just how
�Great Trainer - virtuoso in content, breathing life with stories, anecdotes, research, and offering focus, clarity, framework
much impact such large accounts have on bottom
and guidance for learning;
line profits, as well as the risks inherent in relying on
�Someone with Gravitas - offering fresh insights, talking reality, feeling like one of us, and acting as an exemplary role
a small number of large accounts only. We looked at
model.
how a diversified but balanced portfolio with a strong
We then explored how this can be ensured when working with external contract trainers, learning about the proven 3-phase
pipeline combined with large accounts can make all
process: (1) Identify and bring on board, (2) Develop in a boot camp, (3) Coach and deliver.This truly world-class session
the difference in ensuring balanced performance. We
left participants with a truckload of inspiration and ideas, and a great trainer assessment tool to take away and implement
then explored strategies, tactics and options to build
back home. Fantastic session!
the business with key accounts. One thing became
clear. If we only apply proven sales and key account
development principles we can go a long, long way!
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POWER BRIEFINGS The topics of the Power Briefings included:
During the lunch breaks of days 1, 3 and 4 of Conference we ran � Pitching Global Projects: A Successful Case Study and Why it Worked
18 different Power Briefings. They were a great demonstration
of the wealth of knowledge across the TACK World and our � Training Evaluation Summary: Philips vs Kirkpatrick
commitment and passion to share with each other
� Making Learning Stick: What�s Directed Practice All About?
Colleagues of ours and also invited experts � What Gen Y Wants in Work and How Gen X Managers Can Engage Them
acted as leaders of these Power Briefings.
� Executing Strategy: Uncovering the Strategic Rhythms of Organisations
They came from a wide variety of countries:
� Using Net Promoter Score to Build Your Business
� Service Level Agreements: A Methodology and Software That Works
� Experiential Learning From the Origins of Ropes Courses to 2010
australia denmark Greece
� Inside the Big Apple: What Makes Apple, well... Apple!
� Blogging: What You Need in Place to Make it Happen and What you Can Expect
� BarackSpeak: Lessons Learned from Obama�s Rhetorical Style
� Revolution in the Sin Business: A Case Study on a Tobacco Company
india mexico russia
� Living the Airtel Brand: A Case Study on Consultative Approach
� Everything You�ve Ever Wanted to Ask About Working With the Gaming Industry
� Turn Your Passion Into a Green Business
spain Uk Usa � Tyco Electronics� Sales Model
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KEY LEARNING INSIGHTS AND ACTION PLANNING
Throughout the Conference and at the closing plenary session we devoted
time to work in groups to distill the key learning insights from the Keynote
Speeches, the Sessions and the MasterClasses. Moreover, we focused on
identifying what are the most important implications of these insights for the
TACK brand, the TACK offering, the TACK value proposition, the TACK approach
and the TACK network around the world. Additionally, each TACK country
developed an action plan for their local markets with immediate application.
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