onboarding designed to engage and delight customers by dan fisher and gerry gadoury at engage 2016
TRANSCRIPT
Onboarding Designed to Engage and Delight
CustomersGerry Gadoury & Dan Fisher Menemsha Group
[email protected](617) 398-6190
Agenda• Why Training Fails to Deliver ROI• Critical Success Factors• Mapping the New Hire’s Sales/Recruiting Journey• Deploying Regimented Milestone Training• Tracking the Effectiveness of Your Training• Sustaining Change with Playbooks, Coaching the
Coaches
Common Reasons Training Fails to Deliver ROIInformation through a Fire Hose: Focus on “speed to completion” & turn loose rather than internalization and adoption. Shadow Training or training by “osmosis.” Managers wait for reps to “figure it out.”
Results: 80% of revenue from Top 10% of reps/accounts. Inability to scale the business; Revolving Door Syndrome
Sales Coaching: Business development vs. talent development. Product-Focused Training creates peddlers, objections, and roadblocks
Lack of Commitment: Managers fail to enroll themselves in training. Failure to “coach the coaches.” Managers fail to coach to the message, model desired behaviors.
On-Boarding Critical Success Factors That Drive ROI
Mapping Your Sales Process
Map the Recruiter/Sales Rep Journey
Sales Methodology 83% achieve quota vs. 54% with no methodology
Accelerate Learning-Drive Consistency-Predictable Results
Job Scorecard (Sales Rep)Attribute Weight Raw ScoreGrow revenue X%
Open X new accountsAverage X GP marginsExpand account A by X % • Objectivity vs subjectivity
Regimented Milestone-Based Training
How Long Will it Take My Rep to Complete Training?
Training Deployment Plan
Training Engagement & Adoption Metrics
Sustaining Change30/60/90 Day Challenge: Establish certification expectations to establish standards for success. Role Play Competition: Competition in front of peers/supervisors; panel of judges.
Quarterly Workshops: 100% participation-based. Monthly Calls: Share best practices, success stories.
Virtual Reinforcement: Share online voice/videopresentations and test pitches
120 Day Challenge: Select 5 accounts to apply new sales methodology and training content
Sustain Change with Playbooks &“Coach the Coaches”
Consistent coaching can boost performance by 19%
Corporate Executive Board
Sales leaders who consistently coach their reps grow revenue by
25% year-over-year on averageKurlan & Associates
Top performing sales leaders invest 50% or more of their time
coaching repsSales Performance International
19%
25%
50%+
Create a Culture of Continuous Learning• Make sales assets available through portal or LMS
– Templates, case studies, value props, videos, training courses, playbooks
• Create & engage in healthy competition EVERY DAY– Salesforce.com reported use of gamification
increased sales performance 11-50%– Aberdeen Group revealed that 31% more first-year
reps achieved quota when supported with game mechanics.
• Encourage risk with A/B testing • Establish short-term (weekly) improvement goals
– Voicemail messages to return calls, emails sent, emails replied to
– Connects to meaningful conversations