Practice Management 2010 Channel Strategy and Initiatives · • TotalSource is powered by Siebel Sales Force Automation • TotalSource is widely used within LexisNexis with +2,000

1

Practice Management

2010 Channel Strategy and Initiatives

January 6, 2010

2

Agenda

Initial Introduction Tim Jarnigan

2010 PM Channel Strategy & Initiatives

- Sales Tim Angst

- Marketing Mark Welsh

- Program Refinements Tim Jarnigan/Maryann Hafner

Customer Support Update Scott Brown/Brenda Flynn

Managing Year End Call Volumes Donna Cooke

Product Update

- Time Matters V10 Adoptions Rate James Paterson

- Time Matters Browser Edition Sunset Schedule

- Upcoming AMP Policy Changes

- Time Matters DB Tool Steve Fetters

- PCLaw V10 Adoption Rate Audrey Mungal

- PCLaw 10.03a Release

2010 CIC Conference Tim Angst

Summary and General Q&A All

Wrap up Tim Jarnigan

3

Agenda



- Sales Tim Angst





Product Update










4

Practice Management CIC Channel

Objective: Drive LexisNexis growth and client satisfaction by partnering with industry leading companies to sell

and implement comprehensive solutions to our joint clients.

• Extend „local‟ reach and range of LexisNexis PMSS sales team => Drive revenue

• Enable PMSS team with on-site pre-sales technical and professional support => Higher win rate

• Provide comprehensive implementation services to small law clients => Higher client satisfaction

Sales & Marketing2008

AverageQ1 2009 Q2 2009 Q3 2009 Q4 2009 YTD 2009

Percent CIC sales involvement (2006: 18%, 2007: 24%)

Percent CIC originated sales

CIC / LN collaborative marketing activities

CIC unassisted marketing activities

28%

11%

NA

NA

22%

12%

9

20

26%

8%

23

54

27%

10%

22

29

30%

11%

3

25

29%

11%

43

128

Assisting in Sales Cycle

CIC involved win ratio

No CIC involved win ratio

71%

61%

81%

84%

55%

59%

55%

52%

66%

63%

64%

63%

Client Satisfaction

NPS benefit when CIC implements solution

Number of Premier & Authorized Sales CICs

Certifications by product (296 firms & 380 CICs)

+19 (TPA)

NA

610

NA

32

616

-7

44

648

NA

57

674

-19

62

614

-19

62

614

2009 Notable Accomplishments:

• CIC & PMSS team combined to deliver 107% of sales goal (28% growth over 2008)

• CIC involved POS grew 8% over 2008 number

• CIC originated sales grew 13% over 2008 number

5

2010 SPN PM Strategy

Implementation

Objective: Increase CIC attach rate

Measure: Customer satisfaction

Capability

Objective: Consistent quality & capacity

Measure: Customer satisfaction with CIC

Sales

Objective: Improve win rate and increase sales

Measure: CIC originated and collaborative rev

Marketing

Objective: Build opportunity pipeline

Measure: Partner registered opportunities

Building a

stronger

partner

network.

6

New Commission Structure

Objective

• Grow CIC originated sales by creating an incentive for CICs to drive additional self originated

sales

Overview

• CICs receive 25% commission for CIC originated new software and AMP sales, 15% for LN

originated sales or sales to existing base, and 10% for AMP renewals

• Deal registration enabled through Total Source PRM / lead form on portal

http://law.lexisnexis.com/spn/involvement.aspx

• Originated CIC sales identified through both CIC and PMSS order entry process

• Disputes validated with Total Source

• Fee for CIC listing on SPN Portal is $1,000 annually – effective 6/30/10

• Fee waived for CICs with > $5,000 in prior year annual commissionable sales ($2,500 ytd through 6/30/10)

• PMAs excluded from sales threshold

• Software implementation leads distributed consistent with sales production

2010 CIC Channel Initiatives

http://law.lexisnexis.com/spn/involvement.aspx

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DE

MT

OR

ID

WY

COUT

NV

CA

AZ NMOK

TX

ND

SD

NE

KS

LA

AR

MS

WI

IL

MN

MO

IA

AL GA

TN

KY

OHIN

MI

WV

FL

SC

NC

PA

MD

VA

MA

ME

VT

NY

NJ

RI

CT

HI

AK

DC

Amy [email protected]

Jonathan [email protected]

James [email protected]

NYC

Casey [email protected]

Chappy Floyd [email protected]

Stacey [email protected]

Anna [email protected]

Jeremy Tabery [email protected]

Rick [email protected]

Kap [email protected]

Tim Jarnigan 706-654-0133

Maryann Hafner 770-586-0369

WA

NH

2010 PMSS Territories

8

CIC Certification Requirements

Objective

• Ensure all CICs are current on certifications and active

Overview

• De-list CICs that do not complete endorsement training on the latest software version within 6

months of release

• Full certification training required after de-listing

• Effective 3/31/10

• Endorsement training and certification exams

• Endorsement certification fee of $325

• Exam extension fee of $125

• Please visit http://www.lexisnexis.com/university/ to view course schedules and complete your registration

• Time Matters®

Time Matters® v10 CIC Endorsement Training (01/14/2010)




• PCLawTM

PCLawTM v10 CIC Endorsement Training (01/21/2010)





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9

CIC Marketing Enablement

Objective

• Enable CIC community to execute more self directed marketing

• 2 CIC marketing events per region per month (20 total per month)

Enroll CICs to Support LexisNexis Sales & Marketing Programs

• Visibility to quarterly LexisNexis marketing calendar

• Develop measurable initiatives suited to CICs expertise and business model

• Outbound calling support is an expectation for Sales Assist & Premiere CICs

• National Events –specific topic (feature pack) PMSS works leads with presenter, generic topic

PMSS engages CIC at their discretion as appropriate

• Speaker promotes themselves at the webinar and in follow-up content delivery

Tools & Programs

• Market Development Funds

• Marketing Plan Consultation

• Product Expo Days

• Website Development – branding updates, content distribution, templates


10

Marketing Development Funds Program Overview

Objective

• Enable CIC community to execute more self directed marketing

• 2 CIC marketing events per region per month (20 total per month)

Allocations

• R.O.I. based – tied to the goals and objectives of the promotional activity

• Preference for activities with measureable payback

• Investments based on CIC commitment

Utilization

• Tradeshows, Seminars, Events, Advertising, Direct Mail, Webinars, Telemarketing

• NEW IDEAS

Structure

• Eligible Expenditures, Additional Resources, Reimbursement Amount, Reimbursement

Requirements, Approval Process

• Requests initiated and evaluated with LexisNexis CIC Business Partner Relationship Manager

• Leads tracked centrally in Total Source


11

Marketing Development Funds Support

Supporting Materials for Selected Marketing Activities

• Tradeshow – Signage, Collateral, Display Materials, Promotional Give Away, Lead Generator

Door Prize, At Show “Deal Closer” Discount (15%)

• Seminars – Invitation Template, Invite Distribution, Sample Agenda, Content Development

Guidance, Planning Support, Door Prize

• Events – E-Mail Lists, iContact E-mail Distribution Tool, Event Invite Template, Door Prize

• Advertising – Co-branded Ad Templates & Guidelines, Placement and Scheduling Guidance

• Direct Mail – Co-branded Mailer Templates & Guidelines, Mailing Distribution, Planning

Consultation

• Webinars

• National – invitation development, national invite distribution, content development assistance, event

registration, conferencing facilities, logistics support, Post-event lead management and CLE credit fulfillment

• Regional – invite distribution, content development assistance, registration, conferencing facilities and

logistics support

• Telemarketing – Call Scripts, Vendor Selection Assistance, Calling Lists

Cooperative Funding

• Co-Investment In Success

• Based on payback projections and competitive products involvement

• Co-Payment Rate: Up To 50%


12

Partner Relationship Manager Module Deployment

Objective

• Improve LexisNexis ability to collaborate, communicate, support, and manage CIC relationships

Overview

• PRM will be an extension of TotalSource providing access to the same tool used by LN Sales

• TotalSource is powered by Siebel Sales Force Automation

• TotalSource is widely used within LexisNexis with +2,000 users

• Leads and Opportunities will be available to CICs using PRM

• Leads passed to CICs

• Leads discovered and entered by CICs

• CICs will be associated with specific customers which will allow access to customer information

within TotalSource

• PMSS and CIC will be able to view the same customer, lead and opportunity information

• Contacts

• Activities

• Sales Stage with Revenue Estimates

• Additional CIC information to be tracked within PRM

• Certifications

• Organizational information (Affinity Consulting = Cindy Emmerson, Steve Best, Debbie Foster, etc.)

• Partner Applications

• Marketing Funds

• SPN Portal content will be transferred to PRM Portal

• Release date to CIC Community scheduled for late Q1 / early Q2 2010


13

SPN Portal Content Transferring to PRM Portal

Objective

• Utilize industry standard portal framework and improve accessibility of content.

Overview

• Current SPN Portal content and Find CIC functionality will be migrated to the PRM portal

framework

• SPN Portal content will require login/password access

• Find CIC webpage will continue to be accessible to customers and prospects

• Search criteria will be consistent with current approach

• Links within the Practice Management product pages will be directed to new Find CIC webpage

• Changes to CIC listing on Find CIC

• Consulting group company name hyperlinks must be directed to consistent URL

• Example – Affinity Consulting Group must be directed to an Affinity Consulting Group website and cannot be directed to

individual CIC specific website

• Consulting group email hyperlinks must be directed to consistent email domain

• Example – [email protected]

• Profile updates will need to be completed by the CIC community by March 31, 2010


mailto:[email protected]

14

CIC Customer Cross Reference Lists

Objective

• Leverage known CIC customer relationships for sales / marketing initiatives, technical support,

customer satisfaction measurement, AMP penetration, renewal rates, etc.

Overview

• List CIC on LN customer record within fulfillment systems and business intelligence database

• Ability to include CIC on marketing lists

• Generate AMP renewal tickler lists for distribution to CIC

• Customer satisfaction survey can include CIC information

• Identify CIC / Customer relationship within TotalSource

• New leads can be sent to CIC that is already engaged with customer

• Tech Support will have ability to search customer record and perform a warm transfer for CIC assistance

• Approach to developing initial CIC / Customer cross reference list

• Request list of customers from Authorized Sales Assist and Premier CICs

– Performed billable work within the last 18 months

– Sold LN product or AMP within the last 24 months

– Key field requirement is PM Customer Number (please contact your customers to gather this data point)

– Should not include list of prospects

• LN to pull list of PM sales transactions for last 24 months

• Merge/match to identify discrepancies

• Merge/match will also identify customers associated with multiple CICs

• Change in CIC / Customer relationship will require letter from customer

• List request emails will be sent to Authorized Sales Assist and Premier CICs on January 8, 2010


15

AMP Renewal Process

Objective

• Leverage CIC Relationships to promote AMP Renewals

• Include CICs in the revenue stream they provide

• Reward CICs with 80%+ renewal rates

Overview

• Phase I (Q1 2010)

• Create an Account/CIC Cross reference in current systems

• Provide all Premier and Sales Assist CICs with their clients renewal dates so that they can manage them

• Provide these CICs with the Monthly PROMO CODE

– for the 10% discount that is in affect until the 15th of the month.

• Phase II (Q2 or Q3 of 2010)

• Use the Account/CIC Cross reference

• Know what clients are up for AMP Renewals (60 day window)

• Create a Campaign for the CICs to see in PRM

• Have CICs move the Campaign to Lead to Close

• Monitor results, and rate CICs based on their AMP Renewal Rate

• When a CICs renewal rate meets or exceeds 80% Lexis will pay them for all renewals of their

customers, even if the CIC is not involved in the actual sale.

• Renewal catch up commission will be paid in January 2011 along with December 2010

commission


16

Juris Partner Program

Objective

• Expand Juris sales market reach and increase implementation capability

Overview

• Create 2 types of Juris Partners

• Sales Partner

– Requirements and expertise being defined

– Minimum training (2 days)

– 25% Finders Commission and 10% Collaboration Commission

◦ 1st year Software POS is basis for commission (not services)

◦ 25% Finders Fee is for NEW customers brought to Lexis

◦ 10% Collaboration is for existing customers and deals or where Lexis asks for your support

– Q1 2010

• Implementation Partner

– Requirements and expertise being defined

◦ Premier level minimum

◦ Also includes CPA, Technical and Legal market experience

– Training process and program being defined

– Sub contract services for initial rollout


17

2010 SPN PM Strategy

Implementation

Objective: Increase CIC attach rate

Measure: Customer satisfaction

Capability

Objective: Consistent quality & capacity

Measure: Customer satisfaction with CIC

Sales

Objective: Improve win rate and increase sales

Measure: CIC originated and collaborative rev

Marketing

Objective: Build opportunity pipeline

Measure: Partner registered opportunities Building a

stronger

partner

network.

CIC Action LN Support

• Execute self directed

marketing events

• Marketing development

funds process and criteria

• Marketing program in a box

• Monthly promotion calendar

• CIC website templates


• Uncover, work, and close

new software & AMP sales

• Minimally sell $5K annually

• New commission structure

• PRM module deployment

• Deal registration

• Optimize SPN portal layout

• Hosted demo environment


• Certify on latest version of

software

• Move to Premier or Sales

Authorized tier

• Client sat with CIC surveys

• New certification guidelines

• Known issue database

• SPN portal listings

• LN University


• Ensure productive use and

satisfaction of client

• GSS offering

• Implementation lead dist.

• CIC customer list

• Set client expectations

18

Agenda



- Sales Tim Angst





Product Update










19

WebStar Response Times

Current

Average

Response

Time (in days)

Severity 1

issues

Severity 2

issues

All other

issues

TPA/TM/BM Same day 2 days 4 days

PCLaw Same day 2 days 2 days

Note: Average response time represents average time from when an issue is escalated via WebStar to the first

appointment with an Engineer, including business days only (no weekends/holidays).

PCLaw backlog cleared in Dec 09 returning response times to 2 days for all Sev Levels.

20

1L CSat Results

TPA/TM/BM Speed of

Answer*

Courteous /

Professional*

Product

Knowledge*

Overall Quality

of Agent*

Overall Quality

of Support*

First Call

Resolution

Jan 2009 3.0 4.4 3.8 3.9 3.5 44%

Feb 2009 3.1 4.3 3.9 3.9 3.5 46%

Mar 2009 3.4 4.4 4.0 4.0 3.8 46%

Apr 2009 3.5 4.4 3.9 4.0 3.8 51%

May 2009 3.5 4.5 4.0 4.0 3.8 53%

Jun 2009 3.5 4.3 4.0 4.1 3.8 58%

Jul 2009 3.7 4.6 4.2 4.4 4.0 63%

Aug 2009 3.7 4.6 4.3 4.5 4.1 69%

Sept 2009 3.8 4.6 4.4 4.5 4.2 72%

Oct 2009 3.9 4.8 4.6 4.7 4.4 78%

Nov 2009 4.1 4.9 4.7 4.8 4.6 78%

Dec 2009 4.2 4.8 4.7 4.7 4.5 82%

PCLaw Speed of

Answer*

Courteous /

Professional*

Product

Knowledge*

Overall Quality

of Agent*

Overall Quality

of Support*

First Call

Resolution

Jan 2009 3.1 4.3 3.9 4.0 3.7 55%

Feb 2009 3.3 4.5 4.0 4.1 3.9 63%

Mar 2009 3.4 4.4 3.9 4.0 3.8 58%

Apr 2009 3.4 4.4 4.0 4.0 3.9 62%

May 2009 3.4 4.4 4.0 4.0 3.9 65%

Jun 2009 3.6 4.4 4.2 4.3 4.0 63%

Jul 2009 3.7 4.6 4.4 4.5 4.2 72%

Aug 2009 3.6 4.7 4.2 4.5 4.2 82%

Sept 2009 4.0 4.7 4.5 4.6 4.4 78%

Oct 2009 4.2 4.8 4.6 4.7 4.5 80%

Nov 2009 4.1 4.8 4.7 4.7 4.6 79%

Dec 2009 4.2 4.8 4.7 4.7 4.5 81%

Trends:

• Improvements Noted in all areas since Aug 09

•Agent scores continue to trend up

•First call resolution continues improvement.

•Overall PM 1L survey participation continues to improve (1Q09 - 4%, 4Q09 - 10%) of total inbound volume.

•2L survey participationcontinues to remain low (25 Respondents for December). Evaluation shows predominantly customer responses.

*Note: Scores are 1-5

scale where 5=Excellent

21

Customer AMP Requirement

Valid Customer AMP Required for CIC‟s Calling Tech Support (effective 1/4/10)

• Automated Attendant prompts for CIC Number and Customer Number.

• Call routing based on Certification and Customer AMP.

• AMP policy is for the Incident

• Issues requiring more than 1st call will be Webstar‟d per normal procedure for ongoing effort

CIC Certified AMP Plan Call Routing

Y Y 2L

Y N - If complimentary call available, 2L

- If not, Sales

N Y 1L

N N - If complimentary call available, 1L

- If not, Sales

Y CIC NFR Issue (Not Customer Related) 2L

N CIC Issue (Not Customer Related) 1L

22

Progress Update

• CIC Hotline Database Issues– Database time out error identified and temporarily fixed

– Long term fix targeted for Feb 2010

– Modifications to AA that will route CICs to 1L if future failures occur

– Note: The recent database failure and application of the AMP process has produced good feedback

and insights on workflow challenges. CS will continue to evolve AA options for needed improvements.

• Known Issues– Beta Version Remains Active

– Data clean-up and addition of workarounds on course for 1Q10

• TM v8 Support Documentation To Portal– Creation and addition of content targeted for 1Q10

23

Agenda



- Sales Tim Angst





Product Update










24

Managing Year End Call Volumes

• Year end call volume spike for PCLaw and Juris of 15% to 30%

• Below are the actions we are taking to help manage the volume and our response

capability

Training:

• Customer Just in Time training for PCLaw year end activities– 1099‟s - Year End Adjusting Entries

– Closing Month and Year Ends - Bank Reconciliation

– End of Month Maintenance - General Ledger Reconciliations

– Year End Reporting

• Customer eLearning sessions @ $50 per module or $150 for the 4 class bundle– Bank Reconciliation - General Ledger Reconciliation

– Adjusting Entries - Closing Month and Year End

• CIC Trouble Shooting classes– PCLaw – Billing Issues

– PCLaw – Accounting Issues

– PCLaw & Time Matters – Linking Issues

– PCLaw – Installation Tips & Tricks

25

Managing Year End Call Volumes

Customer Support Operations:

• Implemented Auto Attendant option for direct year end assistance for Juris

• Key year end materials available on Support Center (1099 and year end checklist)

http://support.lexisnexis.com/– Agents directing customers to support center for year end assistance

• Suspend non-critical training needs

• “All hands on-board”

Support Center Web Site:

• “End of Year” processes featured on the top left corner

• Featured articles on “End of Year” information on the landing page

• “Just in Time” training link on the landing page

Customer Communications:

• Email blast to all active customers (twice in December)

• Additional email blasts in January

• PM Newsletter in January

http://support.lexisnexis.com/

26

Agenda



- Sales Tim Angst





Product Update










27

Time Matters v10 Adoption Rate

0%

20%

40%

60%

80%

100%

Time Matters v10 Adoption Rates(as percentage of AMP customer base)

• Steady market acceptance over time

– Thank you to everyone who has assisted through installations, presentations,

blogs, etc.

– We want to continue this trend

28

Time Matters Browser Edition (World Server) Update

Time Matters Browser Edition v10 available now

• LN to ship to eligible customers this week

Product sunset

• Three year maintenance mode period

• Sunset of all support and maintenance December 31st 2012

Sunset communication schedule

• Verbal notification to key customers complete

• Statement and FAQs available on Time Matters CIC Forum today

• Written notification to customers week of January 11th 2010

29

Annual Maintenance Plan Policy Update

Policy updates will effect:

• Time Matters

• Billing Matters

• Time Matters Browser Edition (World Server)

• PCLaw

LN team working through final details and internal approvals

Plan to send email notification to CICs in the next two weeks

Cover in more detail during February CIC call

30

– PCLaw version 10 adoption rate has been steadily increasing, and service packs have corrected most issues reported to Customer Support

– Sometimes firms wait for service packs and to close prior year‟s books before adopting a new version. January 2010 and SP 10.03 meet these thresholds, so adoption rates are expected to continue to increase

PCLaw v10 Adoption Rates

Date 2-Nov-09 18-Nov-09 7-Dec-09 5-Jan-10Past Month’s

Variance

PCLaw AMP Penetration 31.75% 36.73% 39.94% 44.60% 7.87%

31

One enhancement

• Change to accommodate Law Society of Upper Canada real estate transactions rate increase

Key Bug Fixes

• Billing, Pre-Bill

– On SQL systems, a second mass pre‐bill only shows one time entry per matter

– Client totals on client summary only including the last matter for the client

• Reports, Journal Billing Fees: Hours for timekeepers incorrectly rounded in some cases

• Data Entry, Time Sheet: Negative time entry rounds the hours incorrectly

• Conversion - Lawyer Budget Figures, hours not converted to the new format (seconds)

• Split Billing issues: Transactions entered for sub matter not being included on the bill

• Transactions entered for sub matter not being included on the bill

• Under certain circumstances, correcting a trust receipt to reduce the amount generates an incorrect warning

about overdrawing the Trust Account

PCLaw Service Pack 10.03

32

Agenda



- Sales Tim Angst





Product Update










33

Location

• Las Vegas, NV

• Potential regional customer event

Program Overview

• Day 1 Sat, 9/11/10 Advisory Council arrivals & dinner

• Day 2 Sun, 9/12/10 Advisory Council Meeting

Optional golf scramble (LN organized, CIC pay to play)

CIC Registration

CIC evening welcome reception / cocktails

• Day 3 Mon, 9/13/10 CIC Conference all day

OffSite dinner / entertainment

• Day 4 Tue, 9/14/10 CIC Conference until 3:00pm

Evening closing reception / cocktails

Departures

• Day 5 Wed, 9/15/10 Endorsement training (if available)

Agenda Detail

• LN to draft high level flow and engage the CIC Advisory Council for breakout topics

2010 PM CIC Conference

34

Agenda



- Sales Tim Angst





Product Update










35

2010 LexisNexis Focus

• On time and high quality software releases

• Continued improvement in customer support

• Solution re-positioning

• New software sales and AMP penetration

Requested 2010 CIC Focus

• Marketing

• Take advantage of LN marketing support and execute self directed marketing activities

• Sales

• Uncover, work, and close new software & AMP sales

• Minimally sell $5K annually

• Capability

• Certify on latest version of software

• Move to Premier or Sales Authorized tier

• Customer Satisfaction

• Ensure productive use and satisfaction of client

• Attend CIC regional meetings as possible

Cary, NC Wednesday January 20th 2:00 – 5:00

Dayton, OH Tuesday January 26th 9:00 – 12:00

St Louis, MO Wednesday January 27th 9:00 – 12:00

Washington DC Wednesday January 27th 9:00 – 12:00

Kansas City, MO/KS Thursday January 28th 9:00 – 12:00

Chicago, IL Thursday January 28th 9:00 – 12:00

Boston, MA Tuesday February 2nd 9:00 – 12:00

New York, NY Thursday February 4th 9:00 – 12:00

Philadelphia, PA Friday February 5th 9:00 – 12:00

Bellevue, WA Tuesday February 2nd 9:00 – 12:00

Los Angeles, CA Wednesday February 3rd 9:00 – 12:00

San Francisco, CA Friday February 5th 9:00 – 12:00

Birmingham AL Tuesday February 23rd 9:00 – 12:00

New Orleans LA Wednesday February 24th 9:00 – 12:00

Memphis TN Thursday February 25th 9:00 – 12:00

Houston, TX Tuesday March 2nd 9:00 – 12:00

Phoenix, AZ Thursday March 4th 9:00 – 12:00

Lansing, MI Tuesday March 9th 9:00 – 12:00

Colorado Springs , CO Thursday March 11th 9:00 – 12:00

2010 Strategy Summary

36

37

CIC Tiers

Requirements PremierAuthorized

(Sales Assist)

Authorized

(Implementation Provider)

PM Product Certifications

Current Release or Previous

Release

• Minimum of two

partners/employees in the

consulting group with a

combined certification of the

following PM products.

• Time Matters

• PCLaw

• Certifications must be split

between individuals to ensure

deep product knowledge

• Minimum one PM product

certification

• Minimum one PM product

certification

Technical Certifications

• One of the following SQL

certifications

• MCP (based on SQL content)

• MCTS (based on SQL content)

• MCDBA

• Plus one of the following

network certifications

• MCSE

• CCNA

• CCNP

• NCA

• These two certification can be

held by the partner/employee or

can be subcontracted

• A subcontractor is limited to

supporting a maximum of 5 CIC

consulting groups

38

CIC Tiers

Requirements PremierAuthorized

(Sales Assist)

Authorized

(Implementation Provider)

LexisNexis Sales Certification

• LNTPA Certification completed by

at least one employee

• The following must be completed

by all employees holding a PM

product certification:

• Total Practice Solution value

proposition training

• OneTeam Sales Process training

• Professional Selling Skills 1

• Professional Selling Skills 2

• LNTPA demonstration and value

proposition if Time Matters certified

• Total Practice Solutions value

proposition if PCLaw certified

• OneTeam Sales Process training

• Professional Selling Skills 1 & 2

Lead Response

• Respond to new leads within 24

hours

• Respond to new leads within 48

hours

Primary Contact

• Identify primary contact person for

all sales leads

• Identify primary contact person for

all sales leads

Organizational Structure

• Must be a defined legal

organization

• Inc.

• LLC

• LLP

Find CIC Listing

• Consulting group company name

hyperlinks must be directed to

URL that is consistent across all

members of the consulting group

• Consulting group email hyperlinks

must be directed to consistent

email domain


hyperlinks must be directed to URL

that is consistent across all




email domain


hyperlinks must be directed to

URL that is consistent across all




email domain

39

CIC Sales Training Requirements

Premier

• LNTPA Certification 10 hrs

• OneTeam (sales stage definitions) 60 minutes

• Professional Selling Skills 1 40 minutes


Authorized Front Office

• LNTPA Certification 10 hrs




Authorized Back Office

• Total Practice Solutions Value Proposition 45 minutes




Optional

• Opening Statements That Work 15 minutes

• Effective Follow Up Calls 15 minutes

• Overcoming The Brush Off 15 minutes

Documents

Practice Management 2010 Channel Strategy and Initiatives · • TotalSource is powered by Siebel Sales Force Automation • TotalSource is widely used within LexisNexis with +2,000