1. Commercial Operations
Jack Sosnowski

2. Commercial Operations / Jack Sosnowski
Today’s topics
Overview
Our Team & Function
2018 Recap
2019 Priorities
“A day in the life of…”
Focus on Sales Productivity
Commercial Operations / Jack Sosnowski

3. Our Team… Strategy Drives Structure Project Improvements
Organizational Support across functions
NDA and Commercial Contract Management
Marianne Trimble Business Process Improvement Leader
Jenn Brown Channel Analyst
Michelle McGuire, Manager of Customer Engagement
Greg Spears
Manager, Customer Solutions
Orders
Customer Service
Post Sales
Judie Dillon
Manager, Technical Applications
Technical Orders
Quotations
Technical Support
Key Accounts
Industrial
OEM / DCS
Commercial Operations / Jack Sosnowski

4. Commercial Operations / Jack Sosnowski
Interesting facts
Figures and improvements
We receive over 100,000 phone calls and s per year or 400 per day!
Quotes up 11% YoY (5,401 vs. 4,872) with a 21% improvement on cycle times (now 29%<24 hours)
Tech support activities are up 33% YoY while maintaining 99% first call answer 75% staffing levels
Meeting/beating 50%+ reduction in order processing time goal
10% YoY improvement in EDI line count
30% increase in completed NDA’s
Providing weekly sales team updates on activities and pipeline reporting
Driving multiple key organizational initiatives and imperatives
Commercial Operations / Jack Sosnowski

5. CE Management Operating System (MOS)
High Level Overview
Plan-
Principles, Strategy Alignment
& Prioritization 1 1
Execute Day-to-Day-
Key Business Processes, Work Standards
& Tiered Accountability 2 2
Monitor Performance-
Feedback, Metrics & Tracking 3 3
Optimize The Organization-
Colaborate, Communicate, Align the Orgainzation & Improve 4 4

6. Commercial Operations / Jack Sosnowski
Key Themes for 2019
Continued focus and improvements on the Customer Experience
Speed
Efficiency and Effectiveness
Cross functional alignment and support
Improved “say-do” ratio
Driving a performance based culture
Commercial Operations / Jack Sosnowski

7. So what’s it like being a Customer Service Representative?
Commercial Operations / Jack Sosnowski

8. A day in the life of a Customer Service Representative…
An upset customer
Commercial Operations / Jack Sosnowski

9. Commercial Operations / Jack Sosnowski
Leads to…
Unhappy sales team
Commercial Operations / Jack Sosnowski

10. Commercial Operations / Jack Sosnowski
So what happens next?
We get the call or …
Commercial Operations / Jack Sosnowski

11. Commercial Operations / Jack Sosnowski
How do we respond?
A few options…
Option #1
Option #2
Commercial Operations / Jack Sosnowski

12. Commercial Operations / Jack Sosnowski
Option 2
Impulsive Response or “Below the Line”
Commercial Operations / Jack Sosnowski

13. Commercial Operations / Jack Sosnowski
Results:
Event + Response = Outcome
Commercial Operations / Jack Sosnowski

14. Commercial Operations / Jack Sosnowski
Results:
Event + Response = Outcome
Commercial Operations / Jack Sosnowski

15. Commercial Operations / Jack Sosnowski
Results:
Event + Response = Outcome
Commercial Operations / Jack Sosnowski

16. Commercial Operations / Jack Sosnowski
Option 1
Skillful response or “Above the Line”
Commercial Operations / Jack Sosnowski

17. Commercial Operations / Jack Sosnowski
Results:
Event + Response = Outcome
Commercial Operations / Jack Sosnowski

18. Happy Customer Engagement People Make Happy Customers…
Commercial Operations / Jack Sosnowski

19. Commercial Operations / Jack Sosnowski
Happy Customers make…
Happy salespeople!
Commercial Operations / Jack Sosnowski

20. Focus towards Sales Enablement and Sales Productivity

21. Commercial Operations / Jack Sosnowski
Interesting factoids
Some things to think about…
According to Insidesales.com, what % of sales go to those companies that respond first?
Google found that X% of all buyers are millennials?
According to Marketingdonut.com, 80% of sales require 5 follow up calls after the meeting. What % give up after 1 follow up?
According to Top Sales World Magazine, 91% of customers say that they would give referrals. What % of sales people ask for referrals?
According to Hubspot, what % of buyers trust reps?
According to Dale Carnegie, what % of customers believe a sales person understands their needs?
According to The Brevit Group, 63% of customers remember presentation stories. What % remember statistics?
Answer %
Answer - Nearly 50%
Answer - 44%
Answer - 11%
Answer – 3%
Answer - 13%
Answer - 5%
Commercial Operations / Jack Sosnowski

22. Are Customers Changing?
SFDC Sales Article “15 Sales Statistics That Prove Sales Is Changing “(11/17)
Stephanie Jansen
Trend #1 – “Customer Experience” is now the top Sales benchmark…
“79% of business buyers say it's absolutely critical or very important to interact with a salesperson who is a trusted advisor-not just a sales rep – who adds value to their business”
Trend #2 – High-Performing Sales teams are adopting new approach…
“60% of sales professionals say that collaborative selling has increased productivity by more than 25%...”
Trend #3 – Teams are reducing inefficiencies with tech…
“79% of sales teams use or are planning to use sales analytic technology to increase efficiency”
Trend #4 – Adopting artificial intelligence (AI, Guided Selling, POS etc) for smarter selling…
“Top sales teams have already realized the power of AI to craft a compelling customer experience”
Commercial Operations / Jack Sosnowski

23. Sales Productivity vs. Efficiency vs. Effectiveness
Is there a difference?
Sales Productivity is boosted by improving the efficiency and effectiveness
Sales Efficiency is can be improved by either eliminating or re-allocating current sale efforts to other functions
Sales Effectiveness can be more challenging because it requires improve sales capabilities
Commercial Operations / Jack Sosnowski

24. Sales Productivity vs. Efficiency vs. Effectiveness
In simplest form…
Sales Productivity = Efficiency X Effectiveness
Commercial Operations / Jack Sosnowski

25. How Do we Spend Our Time Today?
A typical week…
Only 48% of the week is spent selling
23% of your time is on Customer Support
23% of your time is administrative
16% of your time is on tech and app support
What should this look like moving forward?
How can we help improve how we spend our time?
What could this mean?
Commercial Operations / Jack Sosnowski

26. So Why Is This Important?
Here’s some things to ponder…
A 1% improvement on current opportunity hit rate = $417,000 +/-
A 1% improvement on improving non sales activities = $540,000 +/-
A 1 day improvement on quote to shipment cycle time = $700,000+/-
Multiple others we will be working on to help us meet or exceed our goals!
Commercial Operations / Jack Sosnowski

27. Commercial Operations / Jack Sosnowski