Managing a world class sales team partner n able june 2014

1

Build and Manage Your

Dream Sales Team

Frank Colletti

Vice President of Sales, N-able Technologies

2

It all Starts with the Funnel

40,000

Dials

2500

Leads

500

IP’s Booked

400

IP’s Completed

80

80%

20%

20% Close Ratio

• How many Funnels?

• New vs. Existing

• Avg. Completed /Rep

• Avg. deals Rep

• Avg. deal Size

3

MSP Sales Funnel

1000

Dials

75

Leads

15

IP’s Booked

12

IP’s Completed

2.5

80%

20%

20% Close Ratio

4

What you need to Build & Manage

a Sales Organization

1. Market, Customer & Profile Segmentation

2. Pre-Sales Tools & Lead Generation

3. Defined Sales Process

4. DNA of a Successful Team

5. Hiring, Training & Motivating Top Talent

6. Selling Strategies & Productized Offerings

7. Database Management CRM

8. Activity & Sales Management

9. Reporting | Key Metrics

5

2500+

Enterprise

250 - 2500

Mid-Enterprise

75-250

Medium

5-75

Small Business

1-5

SOHO

Segmentation | Market

• Verticals

• Partnerships

• Target Decision Maker

• Geography ?

6

Segmentation | Customer

• New Customer Acquisition – Value Proposition

– Competitive Differentiator

– Sales Approach

• Existing Customer– Upsell and Cross Sell

– Missed Opportunity

– Conversion

7

Segmentation | Profile

8

Pre-Sales | Lead Generation

• Lead Generation

– Business Directories:

• Manta, Yelp, Zoominfo, YellowPages , Business.com

– Social Media:

• LinkedIn, Twitter, Blogs, Forums

– List Sources:

• InfoUsa, Dun & Bradstreet

9

Pre-Sales | Lead Generation

• Networking Events

– Chamber of Commerce

– Business Network International

– Entrepreneurs’ Organization (EO)

• Customer Referrals

– 1 per month

• Writing & Videos

– Blogs, case study, newsletters

10

Pre-Sales | Tools • CRM Tools:

– PSA | Connectwise, Autotask

– Salesforce.com

– Microsoft CRM

– SugarCRM

– Act!

• Predictive Dialer System:

– PhoneBurner

11

What Does Your Sales Process Look

Like? (N-able’s)

Raw Lead Initial

Technical/Trial

BP/ROI

Quote SentDeal Time CLOSED LOST

CLOSED WON

CLOSED FUTURE

OPPORTUNITY

12

What Does Your Sales Process Look Like? (MSP)

Raw Lead Initial

Technical

Assessment

Business

Analysis

Proposal Deal Time CLOSED LOST

CLOSED WON

CLOSED FUTURE

OPPORTUNITY

13

The DNA of Successful Sales Team • Inside Sales

– Focused on lead generation

– Prospecting & cold calling

– Books qualification meetings

• New Customer Acquisition Sales– Focused on new client acquisition

– Manages the entire sales cycle

• Account Representative – Manages the customer life

– Retention, cross sell, up sell

14

Hiring and Retaining Top Talent

• Compensation Plans | Profile of Rep

• Recognition

• Awards

• Autonomy

• Presidents Club

• Star Awards

• Spiffs

– Weekly, Monthly, Quarterly

15

Training Top Talent

• Weekly sales training

• Weekly content training

• New hire training

• Product training

• Training, training, training, training..……

16

Selling Technology vs. Business Solutions

• Technology gets consumed when needed or purchased

• They purchase as much as they currently need

• They buy in the manner that preserves their cash

• You cannot push a technology purchase through the pipeline

• A business solution is an investment in their business

• It affects their profitability

• It has urgency

• It creates an emotional sale with need to purchase

17

Productized Sales OfferingFully ManagedProactiveEssential A La Carte

Server - $100• Advanced Performance Monitoring

• Key Application Maintenance

• Scheduled Preventative Maintenance

• License & Asset Management

• Managed Anti-Virus

• Managed Backup

• Additional Support Billed at T&M Rates

Network - $25• Quarterly Network Health Review

• Firewall Management & Maintenance

• Router Monitoring

• Switch Monitoring

• Additional Support Billed at T&M Rates

Workstation - $20• Availability Monitoring

• OS & 3rd Party Patch Management



• Hosted Anti-Spam

$650/month $32.50/user/month

Proactive Options• Hosted Backup - $70 + $0.75/GB

• Managed Mobile - $5/device

• Managed Compliance - $4/IP

Per User - $199Cloud Services

• Virtual Online Workplace

• Application Management

• Microsoft Office Suite

• Hosted Exchange

• Backup & Disaster Recovery

• Secure Cloud Storage

• Mobile Device Access

OnPremise Services

• Workstation & Infrastructure

Management


• Unlimited Remote & Onsite support

• Guaranteed Service Levels

$3980/month $199/user/month

Cloud Services Options• Managed Mobile - $5/device

Server - $250• Advanced Performance Monitoring

• Configuration Management

• Key Application Maintenance


• Real Time Server Optimization


• License & Asset Management


• Managed Backup

• Managed Audit


Network - $65• Firewall Management & Maintenance

• Router Monitoring

• Switch Monitoring


• Monthly Network Health Review

Workstation - $60• Advanced Performance Monitoring

• Configuration Management &

Enforcement


• Real Time Workstation Optimization



• Hosted Anti-Spam

$1830/month $91.50/user/month

Managed Options• Hosted Backup - $70 + $0.75/GB

• Managed Mobile - $5/device

Supplemental

Billable Services - $100-$150/hour• End-user support (Helpdesk)

• Onsite & Remote Support

• Moves, adds, changes

• Project Planning

• Upgrades & Hardware

• After hours Support

Billable Services - $100-$150/hour• Project Planning


Billable Services - $100-$150/hour• End-user support (Helpdesk)

• Onsite & Remote Support

• Moves, adds, changes

• Project Planning


• After hours Support

Essential IT Support – Free• Light Monitoring

• Asset/Software/Hardware Reporting

• Branded Sys-tray Icon

• Remote Control

Managed Anti-Virus - $3/device• Integrated AV deployment

• AV Monitoring

• AV Updates

• Threat/Status Reporting

Managed Patch - $3/device• Windows Patch Management

• 3rd Party Patch Management

• Patch Reporting

Managed Backup - $100-$150/server• Integrated Backup Deployment

• Backup Management & Monitoring

• Capacity/Status Reporting

Hosted Backup - $70 + $0.75/GB• Offsite storage to a secure datacenter

Managed Mobile - $5/device• Mobile management, support & reporting

Managed Compliance - $4/IP• Monthly Vulnerability/Compliance

reporting

$50 - $250/month

18

Database Management |CRM• All data should live in your CRM system

• Activities Tracked

– Calls, emails, tasks, notes

• Reporting

• Leads & Accounts Model

• Opportunities

• Sales Pipeline

• Revenue

19

Activity & Sales Management

• Weekly

– To review the critical activities and pipeline

– To catch issues on deals quickly

• Monthly 1on1

– To analyses all aspects of the reps business

– From prospecting to close

• Monthly Pitches

– Have they lost touch

20

Reporting

• Worldwide Sales Pipeline – Weekly/Monthly

• Deals at Risk

• Weekly Leads

• Presentations Completed

• CMT – Weekly/Monthly Report

21

Summary • Get in the front lines and know your pipeline

• Work the pipeline with your reps

• Define the value proposition & sales process

• Consistency, Repetition, Execution, Value Proposition

• Productize your service offerings

• Implement weekly/monthly sales meetings

• Challenge your reps

• Don’t be afraid to upgrade your team