Executives

Dear Owners, CSOs, Sales Managers imagine:

  • Your salespeople reach (almost) all of their goals
  • 20% of them over – achieve
  • The internal communication of these orders works smoothly. Almost no conflicts.
  • At the end of the day you have reached your daily goals (or have them within reach)
  • In the evening you have enough time for your family and/or your hobby – at least more often than today.
  • Almost all of your employees enjoy going to work.
  • Sickies are going down.
  • Low fluctuation
  • You hire top people at the right moment. They stay.
  • Conflicts often lead to innovation.
  • Your people are doing that which they are paid for.
  • Your customers are getting what they have paid at the right time. They pay punctually.
  • You make sure this happens every day.
  • You could lead your people to a future that would be so valuable that they would fight for it.

What would this mean for you?

Your solution - the "System Value Sale"

In order to enable your people to do a better job of targeting, identifying and engaging the right people in the right organisations, differentiating themselves from all other alternatives and persuading the prospect to their solution it takes much than just insular actions (just sales-trainings or just strategy workshops or just product training):

It takes a systematic approach: the Value System!

Read more ...

Customer Journey

Today’s customer is more educated and connected than ever before. With seemingly endless choices, and unfettered access to information from peers and other sources – standing out in the market is harder than ever. And lowering prices is not always a winning strategy. So, how can you attract and retain more customers in this new world of business? By focusing on creating an extraordinary customer relationshipis a very powerful alternative This works only, if you design and live this relationship.

Studies show that customers who experience consistently positive interactions with a supplier are likely to buy from that company again and again. For example, a recent McKinsey report states that 70% of buying experiences are based on how the customer feels they are being treated. And, 55% of customers would pay extra to companies to guarantee better service, according to Defaqto Research. Conversely, a customer is 4 times more likely to defect to a competitor if the problem is service-related than it is price or product-related(1).

So, what can you do in order to create and live a mutually beneficial and long – lasting customer relationship?

The answer is „Customer Journey“:
„Customer Journey“ describes each phase oft he customer’s decision – making process. A complete journey starts long before the customer has developped a need. It exceeds the purchase and the use of a product or a service, because the customer usually shares his experiences with the supplier with others or wants to contact you when troubles appear.

It’s the Touchpoints that are important. Touchpoints are all those moments, when a customer has contact with a supplier and/or a product or service. They are all the direct contacts, like physical points of sale, face-to-face sales/service calls and all digital ones, like Websites, online shops, e – mails videos and shard contributions in social networks.

Looking at Customer Journey from a stategic point of view it is essential to have a broad overview of all your customer’s possible contactpoints in order to understand the network of all the touchpoints so that you can design a solution. It is your top priority to offer your customer an easy trip without obstacles to make a decision – and beyond.

Most industries are confronted with a multitude of competitors with exchangeable products/services. In this world Customer Experience may turn out to be the most effective differentiator. If two touchpoints (like the informations on your website and the behavior of your sales rep) do not match then you may have a breakdown of he journey, at the worst case resulting in change of supplier.

The 6 phases of the Customer Journey

There are 6 phases in the Customer’s Journey. Three take place before the decision is made; three afterwards.

Discover:
There is yet no decision to buy. Instead, so-called „trigger events“ (like new technologies or changes in the market) send signals tot he customer that there may be something „in the bush“. These events can be a threat or an opportunity.

Consider:
The customer formulates a vague need. He will pay more attention to possible alternatives and collect information actively.

Explore:
The customer wants (needs) to buy. He will develop priorities and check information actively

Decide:
The customer makes a decision: he buys, he signs a contract or he uses your services.

Use:
Having made a decision the customer wants to check whether it was the right one. Usually this happens by using your product/service.

Engage:
While the Use – phase is rather passiv the final phase sees a more active customer. He interacts with your company and/or others more frequently, no matter whether he has had a positive or a negative experience. This ist he time when invoices for services get paid.

The single phases in this process are not linear. Learning takes place. So there may be loops. At the same time, the phases are not equally long. Some may last years, some tenths of a second. Some may even be left out. In a B2B environment it is usual that there is a buying team where each person runs or walks through the process at different times with different speed. Anyway, your contemplation oft he Customer Journey will always be tot he maximum extent in order to cover all possible steps oft he customer.

Sales Consulting

Why should anyone need consulting?
People who are looking for consulting very often find themselves in a situation where they have to make a decision. And that’s where they are stuck. For example: they realize that todays sales methods won’t work tomorrow – what to do? Everybody’s talking about digitalisation – what does this mean for us? Strategy A does not work for B – what to do?

To advise someone means to make her/him capable of making a decision or to take action by leading her/him to new perspectives, which she/he would have never seen without the attention of a consultant. Or, it means to confirm her/his viewpoint in order to to make her/him capable of making a decision or to take action

In today‘s complex business-world it is not enough to focus on the behavioral aspects alone when it comes to performance improvement. There are contexts that have a significant impact on achievement that one does not see at first glance. This is why we are best trained to look over the edge of the plate in order to translate complicated performance topics into do-able action steps. We put great value on finding the right solutions for your enterprise. Right = makeable. Affordable. Realistic.

And then we realize them – together!
Consulting is an open-ended process. This is why we show you of some milestones, which occur frequently:

  • From is to should: Why do we want to get there? How do we get there?
  • What do we need for this journey: Attitude, know – how, skills, people, resources?
  • What should be changed? Why?
  • What should sty as it is? Why?
  • What should disappear? Why?
  • What must not happen? Why?
  • How do we measure (interim)results?
  • When we are succwssfull: how do we continue?

Sales Training

The objective of sales training ist he automatization of professional sales behavior, so that sales people have access to it, especially when they are under pressure.

Sales Leadership

Communication is the leadership tool that leads to long-term success. But most people acquire good communication skills not overnight. On top of technological know-how leaders need human competence if you want to guarantee speed, better quality, creativity and constructive team – work.

Sales Coaching

Countless Research papers come to the same result: The direct manager has the most important impact on a sales-persons performance. That is why it is so important for sales – managers to have more at their disposal than just facts and figures.