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11. Customer Experience: How To Connect Customers To Your Organization

Given the global nature of Johnson Controls Power Solutions and our customers’ increasing expectations across regions, we needed to implement a holistic Customer Experience program supported by tools and technology that: 1. Captures the voice of the customer in a consistent way, allowing us to establish a better connection and alignment with our customers. 2. Establishes world class techniques and tools to interpret VoC and embed it in our business metrics and processes. 3. Enables action planning that allows us strengthen the relationships with our customers. We established a team that represented cross functional and cross regional advocates to review best practices from all survey and data gathering programs globally. We established a standard set of questions that had flexibility for channel, customer role, and regional variations. We are developing outcomes that will tie directly to financial, operational, and employee engagement metrics. In addition, we have created a central repository of customer feedback and a single access system for action planning and follow up from the contact level, to account level, to regional and global systemic issues. We have a single point to understand feedback, create action plans, measure the outcome of those actions, and monitor the impact from the annual survey process. This system is integrated and supported with CRM system(salesforce.com) and our Customer Experience partner, Walker Consultants.

Author(s): Kristy Elmore, Ex. Director Sales Operations, Johnson Controls Power Systems; Daniel Viera, Manager, Customer Experience, Johnson Controls Power Systems; Brad Linville, Principal, Senior Vice President, Walker Information

Publication Date: 6/8/2015

Resource Type: Presentation handout

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13. Accelerate, simplify, and scale your SAM process

A panel discussion featuring SAMA members, the challenges they have overcome using software, and the impact tools can have on improving customer engagement.  Panelists will share their experiences and provide insights on how to system-enable your SAM program and improve commercial results with customers.

Author(s): Jerry Alderman, CEO, Valkre Solutions; Tom Kurt, Strategic Account Manager, Sonoco

Publication Date: 6/8/2015

Resource Type: Presentation handout

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14. A true one stop shop for all things SA - the DHL CSI journey of its CRM solution from concept to implementation to user adoption

Are you thinking about implementing a CRM system? Have you recently done so and are looking to drive user adoption and a true performance culture? Or are you simply interested in exchanging on best practices and how to implement account management processes that add value to users, are interconnected and help the sales organization to focus on what’s important? Join us for a session where we will share the experience and journey of DHL Customer Solutions and Innovation and how we went from a fragmented system landscape with challenges and reluctant usage to a state of the art, true one stop shop for all things account management that is embraced by the organization. We will introduce some of our key processes, show the before / after and talk about how we gained the buy-in from the organization. See you there!

Author(s): Sebastian Sprenger, Vice President - Sales Best Practices & Development, DHL Customer Solutions & Innovation; Anand Kulkarni, VP Customer Visibility & Performance Management, DHL Customer Solutions & Innovation

Publication Date: 6/8/2015

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15. Stop Falling Down on SAM Execution

Many organizations are waking up to the value of having a SAM program, making account retention increasingly difficult. Customers will readily detect organizations that are unable to sustain the discipline required. Conversely, as competition heats up, you must be in a position to objectively assess the health of your key account relationships and allocate scarce resources accordingly. In this session, we will review how one organization successfully implemented a dynamic customer scorecard that objectively monitors progressive customer responsiveness. They also integrate it with the action plans their account team must execute to continue to create value for selected key accounts.

Author(s): Adrian Davis, President & CEO, Whetstone Inc.

Publication Date: 6/8/2015

Resource Type: Presentation handout

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16. Understanding Customer Types

Is there only one approach to manage your most strategic customers? No. We do not see a “one size fits all” but several management models between transactional sales and high end strategic account management. In 2014, SAMA launched a survey for gaining empirical foundation on a structured segmentation of Strategic/Key Account Management types. Based on this study practitioners will be able to find the best fit management models for different environments and will improve the efficiency of their approach . Join our esteemed panel of practitioners as they discuss the results of the study and the practical applications. No matter the management models that fit your account portfolio, this session will help you improve the business outcomes of your most strategic customers.

Author(s): Dominique Côté, Executive Director, Commercial Operations and Excellence , Zoetis; John Gardner, President, Global Strategic Accounts, EMERSON Process Management Group; Bernard Quancard, CEO & President, Strategic Account Management Association; Hajo Rapp, Head of Strategic Accounts, Siemens

Publication Date: 6/8/2015

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17. Strategic Account Selection and De-Selection Criteria

This presentation will present Sherwin Williams’ fit and attractiveness model that can be used as a tool for the Strategic Account Manager to determine if a prospective account fits the criteria to be a true Strategic Account. Protective & Marine Coatings Vice President of Global Accounts, Doni Riddle will present key areas of focus and showcase a tool to be used for account comparisons.

Author(s): Doni Riddle, Protective & Marine Coatings Vice President of Global Accounts, Sherwin-Williams Company

Publication Date: 6/8/2015

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18. Monetizing Value Going beyond selling value to getting paid for value

The world of sales and strategic accounts has been disrupted by a perfect storm: customers – corporate purchasing is having a dramatic effect on the way our sales teams need to conduct their business; competitors – new entrants, technologies and competitors are disrupting the customer – seller conversation; and commerce – pay for product is not enough - we need to find new ways to get paid for value. With more than 20 years at the helm of SKF’s successes, Bill Moore will explore the changes SKF is experiencing, their approach to the challenges that value commerce brings and how they have successfully recaptured control of the value conversation. Topics to be addressed include people - often not trained to act strategically and do not define own value proposition well; pitches - keeping ahead of the buyers, finding points of leverage, leveraged negotiation; and partners – be successful while defining / understanding / delivering distributor partner success.

Author(s): Robert Maguire, Partner, Maguire Izatt LLP; William Moore, Senior Vice President, Sales Development and Channel Management, SKF

Publication Date: 6/8/2015

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19. How & When to Form a Strategic Alliance

Most SAMs could strengthen their presence in their Account and/or Marketplace immediately if they had strong Alliance Partners. But most SAMs have ill-founded fears or loss of control or loss of budget dollars. So, because of these fears, an Alliance Partnership is a “tactic of last resort” instead of a “tactic of first choice.” But forming a relationship with “partner” that can withstand the test of time and the challenges of doing business within a common customer necessitates a common vision based on a six-point joint Value Proposition. Without which, the relationship becomes vulnerable to vision decay, just another “good idea” going bad. Participants attending this advanced session will leave with an understanding of: - How to “shop” for the right partner - How to establish a healthy Communication Strategy for sustaining a healthy relationship for the partnership - How to establish the basis for a partnership - How to qualify if you are philosophically aligned with your partner, and - How to create an unmatchable Value Proposition for your partnership

Author(s): LaVon Koerner, Chief Revenue Officer , Revenue Storm; Michael Leonetti, CEO, ASAP; Mark McMichael, Vice President, Business Development, Revenue Storm

Publication Date: 6/8/2015

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20. The Future Model of Sales: Precision Guided Selling

Yesterday, sustainable competitive product advantage lived happily alongside annual strategic planning, static customer needs and all the legacy sales enablement solutions designed for this same world. In today's market, your value is shifting constantly as is that of your competitors. Ditto for the needs of your customer. What Strategic Account Managers need is specific, customized and actionable data that helps them compete at every stage of the new buy/sell cycle with technology that houses the data all in one place. In this session, SAFC shares best practices in understanding their emerging role of making better decisions on behalf of their company and guiding customers to make higher value decisions with compelling financial results in SAFC’s favor.

Author(s): Carrie Welles, Partner, Vice President, Think! Inc. / 5600blue; Benjamin Shoham, Ph.D., Senior Strategic Relationship Manager, SAFC; Kevin Kolell, Director, Strategic Account Program, SAFC

Publication Date: 6/8/2015

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22. Know your customer

Winning SAM programs know their customers better than the customers know themselves. In a very short time the art of the possible has made it easier and less costly to identify value “fit” insights with customers, and customers’ customers, using the right technology and processes. Recent research has shown that SAM’s who can provide unique insights and guidance to their customers show superior performance, but how can an organization make this repeatable and scalable? Our recent survey with CEO’s and leaders of commercial operations have shown that 75% believe they do NOT have a repeatable process, 65% believe the insights of their SAM’s are critical to the success of the customer, but 80% of the interviewees lack the systems and processes to deliver this value at scale. A critical framework is missing: the understanding of how information can effectively be sourced and actioned to help SAM’s deliver on the expectations, what tools to use, and how to implement. Applying approaches such as big data, predictive analytics, social software, internet of things and data visualization can open up new possibilities for SAM program heads and executives to educate their SAMs on how to understand their customers, differentiate in their trusted advisor role by helping customers understand themselves, and understand their customers’ customers.

Author(s): Roger Bottum, Principal, The Bottom Line; Roland Dietz, President & CEO, Focused Connections Partners; Darrell Gunter, Founder & CEO, Gunter Media Group; Dr. Janny Vos, Strategic Partnerships Director, CAB International

Publication Date: 6/8/2015

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23. Challenges of Establishing SAM in Emerging Markets

As companies extend their reach into new geographic markets, one challenge is often the absence of channel partners with capabilities that are a “given” in established markets. Strategic Accounts expect similar levels of support around the world, so adopting a less solution-oriented business model is typically not an option. Deciding how to develop new channels, including training and support, and how to divide responsibilities for delivering solutions between suppliers and channel is a challenge. This presentation will highlight leading practices in channel design and management, and include anecdotes that strategic account managers can learn from as they evaluate how to gain leverage through their channels.

Author(s): David Hartman, Principal, Blue Canyon Partners

Publication Date: 6/8/2015

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24. Strategies for being Customer-Centric with Procurement

This session will focus on laying out an approach to help with the following - gaining the right strategic knowledge of the Procurement organization; establishing relationships and credibility with Procurement (and Procurement executives in particular); gaining access to senior level Procurement executives; powerfully communicating in a customer focused way with Procurement; positioning your company and you as a customer centric resource with real value rather than just a vendor; and differentiating you and your company from its competitors.

Author(s): Mark Shonka, Co-President, IMPAX Corporation; Scott McMeekin, Senior Vice President of Sales, Healthcare Data Solutions

Publication Date: 6/8/2015

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26. Redefining CRM

Software for B2B companies is valuable when it brings structure and speed to an individual and scale & sustainability to an organization…at the same time. Unfortunately CRM typically does not deliver on any of these dimensions ‘out of the box’ for SAMs and SAM Programs. As a result, CRM deployments for SAM organizations struggle to gain adoption beyond being a system of record for deals in the pipeline. In this session SAMA corporate members share best practices on how they are adding new insights and workflows to their opportunity management process that structures and speeds up the work of a SAM…providing the adoption required for scale and sustainability…and ultimately increasing customer engagement to move the pipeline along.

Author(s): Steve Atherton, Transportation Sales and Logistics Manager, C. H. Robinson; Brian Kiep, COO, Valkre Solutions

Publication Date: 6/8/2015

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28. 7 Gaps in Strategic Account Support Jeopardizing Your Client Engagements

Strategic account managers beware—a lack of effective account support is a top deficit jeopardizing accounts. In fact, according to new account data from the AskForensics Knowledgebase of $11.7 billion dollars’ worth of contracts and proposals of Fortune-ranked companies, 35% of strategic level clients cite a lack of account support as a major gap that, if fixed, could make the company a “best in class” partner. This presentation reveals the top seven strategic gaps in account support that are putting your client accounts at risk, as well as insight into how to close the gaps.

Author(s): Rick Reynolds, CEO, AskForensics; Timothy Grant, Associate Vice President, Strategic Development, Aramark Higher Education , Aramark; Hans Lindh, Vice President & Head of Global Client Group , Aramark

Publication Date: 6/8/2015

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29. Product-focused to Customer-focused: Bringing the Strategic Accounts Organization into the Product Development Process

Large, multi-product companies have strategic accounts organizations to understand the needs of and bring solutions to customers. Operating outside of the product sales and product development organizations, the strategic accounts organization can bring new insights about solutions that cross product lines, but it can also create challenges in getting its voice heard inside the company. Best practices will be examined with examples from SAMA members about how to rally the organization around the decisions that are needed to achieve success in providing real solutions.

Author(s): David Hartman, Principal, Blue Canyon Partners; Doni Riddle, Protective & Marine Coatings Vice President of Global Accounts, Sherwin-Williams Company; Bernard Souche, Director of Health Systems, Medtronic Canada; Tony Stanich, Vice President Global Corporate Accounts - Food and Beverage for Water and Process Services, Nalco

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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30. Blasting Through Plateaus

Would you like to take the accounts you manage to the next level? Maybe you've done well in the past, but want to do better in the future. Maybe you've had some turnover on your team or at the client. Maybe the account has stalled in growth. Or, possibly, you've got a big renewal on the horizon. Whatever the reason, account teams hit plateaus from time to time. It’s what you do to blast through that plateau that can make all the difference. These presenters will take you through a powerful six-step strategic planning methodology that will help you develop a game-changing strategy to take your account management to the next level. This high energy session focuses on aligning high level strategy with in-the-trenches habits to create sustainable, ongoing success in growing a portfolio of business. You’ll learn how to use the GrowBIG® framework to blast through plateaus, drive growth, exceed client expectations, and move to a growth orientation that adds a lot more value to your customers. Each participant will receive the 20-page GrowBIG® Module ‘Growing a Portfolio of Business’ to take back with you, along with six job aids that will help you implement the process. You’ll leave with practical ways to accelerate account growth in a strategic way and have fun doing it!

Author(s): Mo Bunnell, President, Bunnell Idea Group; Robert Blaisdell, Sr. Director Sales Training & Communications, Express-Scripts

Publication Date: 6/8/2015

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31. Winning the Future: Transformational Issues Facing Customer-Centric Organizations

In this session, Zurich executive vice president JP Fowler will be joined by two of his most successful SAM’s to discuss the transformational issues that are facing customer-centric organizations today. Fowler will provide the executive perspective on a number of “hot topics,” explaining what senior management wants in each strategic area (the vision level). Discussion will then segue to the SAM’s to explain how they get it done as they attempt to balance the tensions between management expectations and the demands of their strategic customers (the execution level). Steve Andersen will facilitate audience participation and Q&A and participants will have the opportunity to rate the effectiveness of their own execution against a model of transformational issues that will be provided.

Author(s): Steve Andersen, President & Founder, PMI; Vincent Bellusci, CPCU, CRM Team Leader, Customer Relationship Management , Zurich Global Corporate in North America ; J.P. Fowler, Executive Vice President, Head of Customer Relationship Manager, Zurich Insurance; David Henson, Global Relationship Leader, Zurich Financial Services

Publication Date: 6/8/2015

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32. Conversations that win - three critical conversations your sales team must master

You can do everything right as a company, but sales success still comes down to salespeople with their lips moving. The ability of salespeople to articulate value has been identified by industry analyst firm SiriusDecisions as the top reason you do or don’t hit revenue targets. Whether it’s having an initial, follow-up or closing conversation, today’s sales reps must be armed and ready to articulate value across different stages of the buying cycle and with different buying influences. In this presentation, you will learn about three key value conversation “moments” that all salespeople must master and how to: 1. Create Value – to break through the status quo barrier and differentiate from the competition 2. Confirm Value – by connecting solutions to the business and financial needs of executive decision-makers 3. Capture Value – making sure to maximize deal size and profits Specifically, attendees will walk away with one big idea for improving each of these three value conversations, including how to: • Identify and sell to “unconsidered needs” to create urgency and uniqueness • Communicate “current state/business change” in the context of metrics that matter to executives • Establish “pivotal agreements” that exchange value throughout the buying cycle

Author(s): Tim Riesterer, Chief Strategy and Marketing Officer, Corporate Visions Inc; Audra Scheer, Senior Director, ES Sales Operations, ADP

Publication Date: 6/8/2015

Resource Type: Presentation handout

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33. The Role of the Customer Executive Sponsor: How to identify, align, engage, and integrate into Strategic Account Management

While Executive Sponsorship remains a critical aspect of effective strategic account management, realizing its benefits remains elusive for most companies. Unclear roles, responsibilities, accountability, and governance result in “best effort” activities for both the sponsor and the SAM, with inconsistent business impact and results. In this session, find out lessons learned and what works - based on the experience of leading companies who have implemented and are evolving executive sponsor programs. We will hear three unique perspectives on Executive Sponsorship: Program Practitioner: Designing, launching, and managing an E. S. program; Sales Leader: Leveraging Executive Sponsors and the program to elevate customer engagement and drive mutual benefit and accelerated results; and Customer: The impact that Executive Sponsors and a supporting program bring, both positive and negative – from a customer’s perspective.

Author(s): Kirk Dittmar, Principal, The Summit Group; Gordon Galzerano, Director, Global Enterprise Business, Cisco Systems; Cam Hyde, Senior Managing Director, The Summit Group; Kimberly Park, Worldwide VP, Customer Strategy and Innovation, Merck

Publication Date: 6/8/2015

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34. Success or Failure; Your Interaction with Executive Management will Determine the Outcome

Success, measured in terms of traditional performance metrics (revenue, margins, share gain, etc.) doesn’t always guarantee management’s acceptance and support of a Strategic Account program. If you are seeking to launch a SAM program or drive your developing program to the next level, this session will provide you with insights on when and how to successfully interface with your Executive Management team (EMT). The discussion topics will include: 1. The required timing of EMT “buy in” 2. Managing through EMT assumptions 3. Defining EMT roles and responsibilities 4. Agreeing on the definition of success.

Author(s): Bob Erickson, Director, Business Development, Fuji Filter Manufacturing Company

Publication Date: 6/8/2015

Resource Type: Presentation handout

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35. Turning Insights into Winnable Opportunities

The idea of “insight selling” in strategic account management is hot. But so often insights and new ideas that hold so much promise and get companies so excited don’t materialize into actual sales. Companies have difficulty creating conversations around new ideas, leading conversations focused around ideas and insights, and getting clients to “drink the punch” of pursuing a new opportunity with you. Mike Schultz, President of RAIN Group and bestselling author of Rainmaking Conversations and Insight Selling, and Van Hansen, Director – Customer Accounts at Hitachi Solutions, will discuss the key components of planning what insights will most likely capture the attention of accounts, communicate those insights, and turn the insights into winnable sales opportunities. Van Hansen will speak to Hitachi Solutions' successes in turning insights into winnable opportunities. He’ll share specific stories about how the process of planning and implementing the leading-with-insights approach has worked and the results produced, as well as what he's learned along the way for what works and what doesn't.

Author(s): Mike Schultz, President, RAIN Group; Van Hansen, Director, Customer Accounts, Hitachi Solutions

Publication Date: 6/8/2015

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36. Getting to Yes with Procurement: Managing Common Challenges of Negotiating with Procurement

Sales teams today face an increasingly challenging selling environment — not least because of the rise in involvement and influence of the procurement organization in the sales process. Often, sourcing and purchasing professionals seem far less concerned with the true needs of the business they represent, the importance of trusted relationships, or with strategic considerations, and the realization of maximum long-term value, than they do with obtaining immediate discounts and price concessions. Based on their recent article in Velocity Magazine, Vantage Partners will explore the five biggest challenges they see their clients struggle with most in their negotiations with procurement, including: procurement as a gatekeeper, selling value when Procurement seems only to care about price, negotiating when it feels like Procurement has all the leverage, out to bid: managing Procurement’s reliance on the RFP process, and dealing with threats, stalling and other hardball tactics. Presented with representatives from both Vantage’s Sales and Procurement practices, Vantage will describe both the best practices it sees high performing sales teams use in overcoming these challenges and engaging procurement, and from the perspective of procurement, describe how they hope sales teams will engage with them. Providing advice from both sides will help sales teams understand how to tailor their strategy in a way that is informed by their procurement organization’s maturity level, whether they are using a collaborative Supplier Relationship Management approach, or are highly adversarial and relatively immature.

Author(s): David Chapnick, Senior Consultant, Vantage Partners; Mark Gordon, Partner, Vantage Partners, LLC ; Jonathan Hughes, Partner, Vantage Partners

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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37. Building and Sustaining a Successful Strategic Account Management Program

Whether you're considering a new approach to a few strategic customers, just launching a new regional or global SAM program, or seeking to drive your developing program to the next level of execution and growth, this session will provide you with SAM insights, best practices, and tools to apply immediately. We will challenge your current thinking! Topics covered: • The three critical phases (and supporting elements) for building an effective SAM program and self-assessment tool (a 3D Model) • Account selection and prioritization criteria process and tool • The challenge of Alignment • Opportunity Planning • Account Business Planning • John Deere will co-present and share examples from the implementation of their SAM Program and how it enables execution of the John Deere Enterprise Strategy. He will also describe their plans for continuing their SAM journey

Author(s): Jay Mohr, Manager, Global SAM Implementation, John Deere; Michael J. Stevens, Senior Partner, PMI

Publication Date: 6/8/2015

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38. The four megatrends upending sales and how to approach them B2B Sales Handout

Hand out from ""The four megatrends upending sales and how to approach them"". Sales leaders are facing major disruptions: onslaught of digital connectivity opportunities, the rise of the B2B ""consumer"" buyer, how millennials are changing the procurement game, and the rise of a sharing-based economy. The sales organization that ignores or under appreciates these trends does so at their peril, and the ones that adapt are likely to be the ones outperforming their peers. Jennifer Stanley will share research and insights into what the winners do.

Author(s): Jennifer Stanley, Associate Principal, McKinsey & Company

Publication Date: 6/8/2015

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38. The four megatrends upending sales and how to approach them How your customers buy Handout

Hand out from ""The four megatrends upending sales and how to approach them"". Sales leaders are facing major disruptions: onslaught of digital connectivity opportunities, the rise of the B2B ""consumer"" buyer, how millennials are changing the procurement game, and the rise of a sharing-based economy. The sales organization that ignores or under appreciates these trends does so at their peril, and the ones that adapt are likely to be the ones outperforming their peers. Jennifer Stanley will share research and insights into what the winners do.

Author(s): Jennifer Stanley, Associate Principal, McKinsey & Company

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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