Sales on the Move Niels van der PuttenSeptember 2012

© 2012 BearingPoint 2Sales on the Move

Products and portfolios become more complex due to complex customer needs One person cannot sell everything and needs to involve experts to get a deal More consultative selling required to become a trusted business partner Companies become more complex and organizational matrices put a strain on the

coordination of the sales force effort and customer dialogue Sales needs to align with other departments to provide full service More partners/ alliances are involved in the selling process There is so much data and reports available that they are often ignored

Sales force environment is increasingly complex

This Point of View focuses on how Sales Reps can be supported in bringing the right message with the biggest impact to the market

Our sales forces are faced with an increasing challenging commercial environment with many factors influencing the customer dialogues

© 2012 BearingPoint 3Sales on the Move

Sales reps are less customer focused due to internal alignment of the customer dialogue

SalesManager

‘Your visit frequency is too low. Step up on your visits’

Commercial Analytics

‘We found a new segment. Can you develop it?’

MarketingManager

‘You need to get more exposure for this campaign’

ProductManagers

‘Tell you customers about this new feature!’

Customer Services

‘Your customer has called a lot with issues lately’. Can you check?’

Sales Reps

‘Can you fill in for me? I am home sick’

Sales reps are often the primary contact with your customer base and everyone wants a piece of their conversation. Instead of focusing on the customer, the rep is focused internal alignment

Sales Rep

Customer

© 2012 BearingPoint 4Sales on the Move

Reps should be in the field talking to customer with relevant dialogues

Sales reps are very capable of steering the dialogue in the direction that yields most results. It is their job. What they need is a way to drive an engaging dialogue that fits the occasion of the customer meeting

CampaignsPrevious

visits

Eventinvitations

Advice

Orderintake

ProposalsContracts

Surveys

QuotasIssues &

questions

Productintros Analytics

© 2012 BearingPoint 5Sales on the Move

Mobile solutions offer distinctive advantages to make the most of sales forces’ time in the field

Actionable Analytics On the road analytics Driving sales activities Providing focus on optimal

results Trend analysis keeps rep on

long term targets

Engaging Interactions Interactive customer

dialogues Multi-media marketing

collaterals Easy product configurators

and proposal generators Automatic sales visit admin

Sales Enablement Visual route & visit planning Tailored interactive training

modules Chat functions for corporate

social communities Easy sharing of documents

Easy to use tool supports Sales in their daily work. Interactive, multimedia tooling supports engaging customer dialogues. An enabled, independent sales force needs less steering and control mechanisms to achieve results

‘How can I engage my customer?’

‘What can I do more?’

‘What should I do?’

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© 2012 BearingPoint 6Sales on the Move

Scope of key functionality Mobile Sales

Sales Quota Analysis

Lead Opportunity Management

Micro Segment Whitespace

Analytics

Prospecting Analytics

Dialogue Builder

Advice Tool

Product Configurator &

Proposal Generator

Campaign Management

Cross-functional Service

Customer Profiling

Contract Management

Training

Activity Management

Collaboration

Actionable Analytics Engaging Interactions Sales Enablement1 2 3

© 2012 BearingPoint 7Sales on the Move

Actionable Analytics: Sales force steer themselves to the optimum result

While on the move a rep can use easy to interpret analytics to drive his efforts to the optimal result. The analytics provide the tools to help a sales rep to make the right decisions

ReportsReports

Win/Loss Ratio:“I am winning far more deals than

losing and the trend is up!”

Reports

“I need to focus more on following

up my leads to keep a healthy pipeline”

“Two of my open opportunities have

not changed for over a week?!”

Pipeline Value:“Wow, not good! I need to focus on lead generation

quickly!

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© 2012 BearingPoint 8Sales on the Move

Central coordination can develop flexible, best-of-breed apps/tools of which the rep always has the latest content available. The rep can modularly use these tools to the advantage of each customer visit

Engaging Interactions: Sales force have access to the relevant tools to engage their customer

Customer Surveys

Marketing collaterals

Campaigns

Proposal configurator

Product Introductions

‘This gives me an easy, interactive and attractive

support before, during and after a customer visit!’

Interactive mobile

tool(box)

Sales selects relevant support

Central coordination & development

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© 2012 BearingPoint 9Sales on the Move

Sales Enablement: make the most of a day in the field

Between visits the rep can make use of the mobile tool to make the most of a day. The easy interaction makes even menial tasks more fun

‘Where are my customers and

prospects? What is my optimal route?’

‘What is there to know about my

customer?’

Academy

‘How can I improve my skills?’

- EXAMPLES -Route & visit planning Training Academy

Academy

Customer profiling

‘Many apps from the app store are easy to use to my

advantage ’

Flexible out-of-the-box apps

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© 2012 BearingPoint 10Sales on the Move

Customer messages are centrally prepared and easily distributed to the sales force with quick feedback loops of each follow-up

Relevant customer dialogues: Sales rep have powerful tools to add so much more to a customer visit

Consistent branding and interactive dialogues through centralized marketing collaterals Via gamification a sales force can be motivated to do menial tasks like customer data

updates Flexible CRM App infrastructure; easily updated/changed following market changes and

new customer needs Tablets are easy to use on the road with quick access, interface and long battery life

Key conclusions of using mobile tools

Tablets enables a company to provide their sales force with new differentiating, interactive and engaging tools to make a customer visit more relevant

Tablets and interactive apps provide a distinct advantage for a sales forces to provide engaging dialogues with their customers

© 2012 BearingPoint 11Sales on the Move

Mobile Sales Round Table

© 2012 BearingPoint

Mobile Sales and industry relevance

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Industry Relevance Example Companies

Insurance Intermediary B2B Improved interaction and control with intermediaries: full scope of Mobile Sales functionality is relevant

Reaal, ACHMEA, Aegon, NN, ING, Meeus

Insurance Intermediary B2C Mobile sales can be used by insurance company to provide added value for Intermediaries: almost full scope of functionality is relevant All larger Insurance intermediaries

B2B Banking SMB Bankers benefit from Analytics, Dialogue builder, Advice tool, Product configurator, Customer Profiling and Contract Mgt All banks

Private Banking Main benefit is in Engaging interactions (Dialogue Builder, Advice Tool) and somewhat in Analytics Van Lanschot, Deutsche Bank

Electronics & High Tech Full scope of Mobile Sales functionality is relevant: specifically product configurator

Siemens, Philips, Cisco, ASML, FEI Company

Telecom B2B Mainly for SMB: full scope of Mobile Sales functionality is relevant, for LE relevance for Engaging interactions

KPN, UPC, Belgacom, Telenet, ZIGGO, Vodafone

FMCG Food & beverage Full scope of Mobile Sales functionality is relevant Heineken, Friesland Campina, Refresco, Nestle, Douwe Egberts,

© 2012 BearingPoint

Mobile Sales and industry relevance

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Industry Relevance Example Companies

Life & material sciencesFull scope of Mobile Sales functionality is relevant: specifically Analytics, Dialogue Builder, Advice Tool, Product Info, Campaigns, Activity Management Novartis, DSM, GSK,

ChemicalsFull scope of Mobile Sales functionality is relevant: specifically Analytics, Dialogue Builder, Advice Tool, Product Info, Campaigns, Activity Management

Bayer, BASF, Celanese, Ciba, Degussa, AkzoNobel

Utilities Main relevance for Engaging Interactions NUON, Delta, Essent

Industry & ManufacturingFull scope of Mobile Sales functionality is relevant: specifically Analytics, Dialogue Builder, Advice Tool, Product Info and Proposal Generator, Activity and Contract Management Corus, CRH

Food industryFull scope of Mobile Sales functionality is relevant: specifically Analytics, Dialogue Builder, Advice Tool, Product Info and Proposal Generator, Activity and Contract Management

Numico, Refresco

Automotive Main relevance for Engaging Interactions PON, Kroymans, OEMs: Louwman & Parquis, Peugot,

© 2012 BearingPoint

Proposed Agenda for Round Table

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TIME TOPIC Lead OBJECTIVES

TBD 1. Introduction/ Welcome BE Objectives, rationale, participants

TBD 2. The world of Apple AppleTBD: the world of Apple and relation with Sales. E.g. case study of Apple devices and technology in sales execution

TBD 3. Mobile Sales Business Transformations BE World of mobile sales: BE Vision

Mobile sales organizational transformation

4. Mobile Sales Technical Implementations Xaton TBD Mobile Sales: Technical implications

Mobile Sales APPS: trends, opportunities and challenges

© 2012 BearingPoint 15Sales on the Move

To get there...

…Together.