Harvard Business Review

JULY 3, 2015

Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Example: Jim’s firm has used the same CRM software for ten years. Example: Ann just switched to a new CRM platform and has heard from the sales team that it saves time and increases conversion.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

DECEMBER 29, 2014

” Forty years later, the concept of sales operations or “sales ops” has become widely accepted as essential for effective sales management. •Administer quarterly sales incentive compensation plans and the goal setting process. •Manage sales force automation and CRM systems and processes.

Offshoring 8

Offshoring Outsourcing Analysis Incentives 8

Harvard Business Review

JUNE 16, 2015

If we use an automobile analogy, sales efficiency (SE) initiatives — like CRM, training, and KPI dashboards — improve the engine’s horsepower. Companies will spend about $30 billion on CRM alone by the end of 2015, according to Gartner. Managers must manage this decision. But the average U.S.

Productivity 8

Productivity Products CRM Efficiency 8

Harvard Business Review

DECEMBER 21, 2011

These salespeople earned lucrative commissions on sales to current customers and had little incentive to hunt for new customers. As sales took off, management continued to "share the wealth." Reduce commissions and other short-term incentives and offer more salary or even stock options that reward for longer-term sustained performance.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%. That was actually an average of a dozen analyst reports.

CRM 10

CRM Project Succession CIO 10

Strategy Driven

MARCH 11, 2013

Personal pride should give you the incentive to be at your best, respond at your best, and serve at your best at all times. It’s not how you feel about the customer, it’s not how do you feel about the circumstance. It’s all about how you feel about yourself. Your personal pride.

How To 50

How To Short-term Customer Loyalty Training 50

Harvard Business Review

JANUARY 26, 2017

According to an assessment of over 700 sales professionals and senior executives conducted by GrowthPlay — a sales-focused consulting firm where one of us is Managing Director — the problem stems from gaps between the perceptions, attitudes, and information flows between executives and sales reps.

Execution 8

Execution Cost Telecommunications CRM 8

Harvard Business Review

MARCH 10, 2017

Yet much of the data from sources such as CRM reporting tools and time studies is self-reported, and thus inherently flawed. Aligning Sales Priorities and Incentives. 50% more likely to have weekly pipeline reviews with their direct managers. Worse, they were spending 40% of that customer time with accounts at Tier 3 and below.

Software 9

Software Metrics CRM B2B 9

Harvard Business Review

JANUARY 9, 2014

Companies have long developed and managed their sales people differently from other employees, placing great emphasis on individual performance. The key difference is the degree to which reps have taken advantage of new technology (largely built into their CRM system) to share and learn from one another.

Team 9

Team Metrics Compliance Attrition 9

Harvard Business Review

JULY 25, 2017

For example, if you’re a clothing boutique, you need accounting integration, employee management, and sales tax automation. Small businesses are embracing a new crop of apps like Homebase to manage hourly employees — from forecasting labor costs to scheduling and payroll. Consider integration, too. Optimize staffing.

Loyalty 8

Loyalty Retail Real Estate Discount 8

Harvard Business Review

JANUARY 6, 2015

To explore this idea of elite degree fatigue — and to figure out what might be driving it — I spoke with entrepreneurs, executives, and hiring managers at a range of tech companies. New founders struggle to provide consistent direction, and very few start-ups have operational procedures for recognition or incentives.

Software 8

Software Engineering Incentives CRM 8

Harvard Business Review

AUGUST 15, 2014

But look at what that survey also found: “Less than 40% of executives say their companies have accountability measures in place, either through targets, incentives, or ‘owners’ of digital programs, while only 7% say their organizations understand the exact value at stake from digital.” are picking up steam.”

Media 9

Media ROI McKinsey Survey 9

Harvard Business Review

JULY 12, 2012

When I came to HubSpot five years ago, I had never run a sales team, so I didn't know the conventional techniques that sales managers use. Obviously, the higher quality lead is much harder for the marketing team to generate, so we make sure that they get 20 times the credit for these leads, and we align our incentives accordingly.

Team 14

Team Analysis CRM Quality 14

Harvard Business Review

JUNE 22, 2018

As ongoing account management activities consumed more and more sales time, new customer acquisition slowed down–and the company’s revenue growth began slowing, too. There are several advantages to having the same salesperson who acquires an account also manage the ongoing relationship with that account. Customers like it.

Business Model 9

Business Model Guidelines Team Incentives 9

Harvard Business Review

JANUARY 6, 2016

CRM), tools (e.g., data management, analytics), infrastructures (e.g., Too many sellers have wasted millions of dollars on sales technologies such as CRM systems and data warehouses that never lived up to their potential. Systems (e.g., mobile, cloud), and information (e.g.,

B2B 8

B2B Information Information Technology CRM 8

Harvard Business Review

APRIL 12, 2018

Gradual sales job reduction can be effective when the need to make cuts is not urgent and the process is well-managed. Ask a sales manager to participate in the transition. Use coaching and CRM systems to help the replacement get up to speed on the customer’s needs quickly. Create a retention plan for each key person.

How To 8

How To CRM Uncertainty Cost 8

Harvard Business Review

MARCH 19, 2015

According to a study by MIT Sloan Management Review and Capgemini Consulting, the vast majority of managers believe that “achieving digital transformation is critical” to their organizations. ” Employees might accumulate points, gain financial incentives, or achieve new levels of “status.”

Technology 8

Technology CRM Training System 8

Harvard Business Review

MARCH 23, 2015

We have a global audience that has an unending thirst for mobile content, and a sophisticated CRM database that allows us to be a state-of-the-art marketing operation. We talk about things like yield management, demand curves, and perishable inventory — factors that dictate our pricing strategies.

Price 8

Price Team Sports Franchising 8

Harvard Business Review

SEPTEMBER 29, 2014

Some will remember or hear stories of failed projects – big investments to give salespeople tablet computers, to develop data warehouses, and implement CRM systems that ended up racking up huge costs, while generating little value for customers and salespeople. Helping sales managers. It’s not the data and technology that matter.

Incentives 9

Incentives CRM Metrics Benchmarking 9

Harvard Business Review

NOVEMBER 6, 2013

The theory is that this provides an incentive for African decision-makers to think more radically about leapfrogging than their counterparts saddled with baggage from a bygone era. Traditional training courses often fly into cultural walls of hierarchy and formality that prevent managers from falling in line.

CRM 8

CRM Marketing Supply Chain NGO 8