Tag Archives: Sales Management

Purpose before Self-Your mission as a leader

In an era when many business leaders seek celebrity at the expense of their companies, others are quietly focused on something else entirely: the business.

What they care most about is carrying out the mission of the business, delivering the promised results, and building an organization they can be proud of.

They have a sense of purpose that goes beyond their own personal desire for extraordinary wealth, status, self-aggrandizement, or power. They put a broader purpose before interests that benefit only them.

Magnetic Leadership

Look around your organization and you’ll likely see leaders who are always thinking of what’s best for them or what will make them look good.

Then there are others who are driven to create something meaningful and enduring. Their purpose might be to make the organization the most respected in its industry, or to develop the best workforce in the world. One CEO I know has made it his purpose to recast his company as an innovation-driven organization.

These are the leaders people typically gravitate toward. The ones we trust, and who we want to be more like — not because of how much money they make, how much power they have, or how well-known they are, but because of who they really are, their inner substance.

Given the public transparency of the 21st century, leaders who put purpose before self are the ones to follow — and to emulate.

Actions Speak Louder Than Words

Some leaders make impassioned speeches about their glorious mission or lofty goals, but their actions reveal their true motivations. They want their own fame, power, and fortune more than anything.

Are you the type who says the right things, or the type who does the right things? Is your self-interest served by meeting a higher purpose?

Put yourself to the test by being intellectually honest in answering the following questions:

1. Are you willing to give up some of your turf for a broader purpose?

In 2005, a $20 billion company underwent a major reorganization, and one of the senior executives approached the CEO to tell him a portion of the executive’s new job really should belong to someone else.

What was he thinking? He was in a horse race to succeed the CEO and already had the smallest scope of all his peers and fellow contenders for the top job. Under those circumstances, many leaders would try to expand their span of control. But he believed the organization would work better if certain areas went to someone else.

This leader was not naïve or unambitious. It’s just that he truly wanted the business to succeed. Of course he hoped that his thinking would be recognized and appreciated. When his boss and the board get close to the succession decision, no doubt they’ll remember that this person revealed he’s not a greedy empire builder.

Caring about the good of the organization can mean ceding a portion of your span of control, voluntarily agreeing to cut back on projects in order to meet a budget goal, or sharing part of your leadership responsibilities with an up-and-coming leader who needs a development opportunity.

It might also mean giving up valued team members who would better serve the organization in a different capacity. In today’s global organization, letting go of good people is almost an imperative.

2. Do you place a high value on relationships?

Leaders who lead with a purpose understand that they must build and sustain relationships — with customers, suppliers, employees, colleagues, and others whose favor or contributions are important to their organization’s success.

They don’t see relationships as an immediate exchange of benefits. Their primary concern is not “What’s in it for me?” In fact, it may not even be clear exactly how a relationship could ultimately prove beneficial. Nonetheless, they’re happy to devote the time and energy.

One legendary leader who understood this was John Weinberg, the former head of Goldman Sachs. He was famous for regularly calling to check in on clients, even when he had nothing to sell them. He just wanted to be available to them to help with any issue he could.

The payoff was that he built deep, trusting relationships with his clients, who would often turn to him for advice. These relationships in turn helped solidify the reputation and strength of his business. It’s part of what brought him recognition as a great leader.

3. Can you value — and leverage — different perspectives?

If you lead with purpose, you understand that there’s little value — and much short-sighted paranoia — in dismissing or deflecting viewpoints that differ from your own.

If you try to create a picture from a higher altitude, namely the corporate viewpoint rather than a departmental or divisional viewpoint, you’ll be better able to reconcile conflicts. To do that, you have to be able to step into someone else’s shoes and see things through their eyes.

Are you given to clashing with other leaders in your company, or do you seek to build strong working relationships with them based on your shared commitment to the common good of the organization? Do you automatically push back on customer demands for earlier delivery dates, discounts, or more favorable credit terms, or do you try to understand why these requests are being made and work with the customer to arrive at solutions that benefit both parties?

Leaders who put purpose before self can recognize, accept, and even leverage different perspectives — often to tremendous advantage

4. Are you comfortable with transparency — because you have nothing to hide?

Transparency is the order of the day, and people are more willing to work with, work for, and partner with people they trust. Trust is, after all, the crucial glue of collaboration.

Those who are narcissistic, who cut corners, and seek the easy path when the right path appears too difficult, and who clearly put themselves first, are less effective because they’re held in much lower regard.

If, on the other hand, a higher purpose guides your actions, others will know where you stand and what you’re about because you have nothing to hide.

Mark Twain observed that if you tell the truth you don’t have to remember anything. He offered this as a humorous observation, but as a leader you should take the spirit of the message seriously. If you put purpose before self, you’ll spend little time covering your tracks, “spinning” bad news, brandishing your image, or seeking to rebuild trust with others. And, as a result, you’ll have that much more energy to devote to your purpose.

Disclaimer: source and author unknown.

Rethinking Account Management Strategy, Part 2a

First, a note to all the loyal readers of this blog, about 30 by now:). I have been abscent for a few weeks, and for that I am sorry. To my surprise, I received some inquiries about future posts. With no further delay, here is part 2.a) of  Major accounts management & strategy:

CONGRUENCE MODEL FOR KEY ACCOUNT MANAGEMENT

Effective key account management requires consideration of several complex elements in an overall management process. Consideration must be given to several interconnected building blocks that I term the key account congruence model.

  • Strategy                      
  • Organization of Key Accounts
  • Human Resources
  • Systems and Processes

Successful implementation of this model will be achieved only if senior corporate executives fully understand the issues involved in key account management and are prepared to put in place the organizational, technological, financial, and human resources necessary to manage the firm’s key accounts on a long-run basis.

I have personally witnessed on more than one occasion SMB suffer in acquiring and managing major accounts, because senior management failed to understand their roles in the success of the model.

Today, I will share my thoughts on the strategy, as a key point of the congruence model.

The following four major points are necessary to the success of the congruence model management must make sure are in place. They are what I refer to as KPIs, or key performance indicators, which if measured properly, will form the basis of a successful strategic plan.

  1. Defining Key Accounts Values:
  1. Identify target clients and corresponding profits they represent to your organization.
  2. Develop factual understanding of what the most profitable customers expect and value from company.
  3. Identify which of these expectations impact their decisions to partner with organization.
  4. Formulate and quantify how key accounts rate your company’s performance versus its competitors.

        2. Designing Key Accounts Experience:

  1. Thoroughly understand the experiences your best customers currently have with your company.
  2. Identify the critical touch points which make up the customer’s experience touchline.
  3. Design new service experiences that will deliver your company’s promise in a way that is consistent, differentiated, and valuable to targeted key accounts.
  4. Identify specific team members’ behavior required to deliver the key account promise at each point.
  5. Develop fully integrated and comprehensive change strategy to implement the new relationship and assure success.

       3. Equipping People and Delivering Experience:

  1. Develop internal communication plans to build commitment, understanding, and clarity around the implementation of the new relationship.
  2. Assure that leaders/managers at all levels understand their roles and champion the key account experiences.
  3. Prepare all team members with the skills and knowledge required to deliver the key account experience.
  4. Be proactive in improving people, processes, and services to deliver the key account experience.

       4. Sustaining and Enhancing Performance:

  1. Develop systems to continually collect customer and employee feedback and how it can improve the relationship.
  2. Implement a balanced set of performance metrics that provide executives on both sides with objectives, timely feedback, and how ENSR measures against its promises.
  3. Have a reliable, effective training program that continually builds capabilities to deliver customer experience.

Because of the increasing importance of key accounts to your firm’s longterm success, management must make critical resource allocation decisions around KAM. At a fundamental level, it must decide on the level of corporate commitment to key accounts in general, on a vision for the key account program as a whole, and on the types of key account relationships it wishes to develop. More specifically, it must identify specific criteria and selection processes for choosing key accounts, considering both current and potential revenue and profit streams, and other important issues. Both in making critical key account selection decisions and for allocating resources among its key accounts, a variety of portfolio approaches may provide significant managerial guidance.

Potentially useful criteria that can be used in the key account selection process are grouped into two major categories—direct sales revenue and profit, organizational interrelationships.

1.      Direct sales revenue and profits

  • Current Sales Revenue.
  • Current Profits.
  • Future Sales Volume and Profit.
  • Financial Security.

 2.     Organizational interrelationships

  • Coherence with Firm Strategy.
  • Cultural Fit.
  • Your company valued by potential customers

Better Strategy for a Healthy Growth Rate

Whether you make products or deliver services, you are at the mercy of how well you get your message through to your potential customers. That is why you need an adept sales force.

By that I do not mean a well structured sales organization comprised of a sales manager, regional directors, and the foot soldiers we have all been at some point in our careers. Look at any successful organization, from the brick-and-mortar, traditional Fortune 500, to the nouveau riche companies like Google and Amazon. The organizational lines that define departmental functions are not as clearly defined.

This is to say that everyone in the organization, from CEO to admin, from IT to deployment, are all sales people. They all share the same vision, the same mission, and speak the same tongue. They have consumed the proverbial kool-aid. If this sort of culture is not what you are accustomed to seeing in your company, be assured you most likely do not work for a top notch organization.

What is at play here is the unmistakable belief that these folks may not make a commission on the sales, but they all get rewarded equally when a sale gets finalized and the check clears the bank. Continue reading