Transcript Document

The Presale Stage
EXECUTIVE PROGRAMS SERVICE DELIVERY EXCELLENCE PROGRAM
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
This is the Third Module in the Service Delivery
Excellence Program
Web-Based Training Program for the Service Delivery Excellence Program
Module #
Topic Covered
1
Introduction to Service Delivery Excellence
2
Overall Guidance for Service Delivery Excellence
3
Stage 1: Presale Definition and Guidance
4
Stage 2: Architected Onboarding Definition and Guidance
5
Stage 3: Value Planning Definition and Guidance
6
Stage 4: Value Delivery Definition and Guidance
7
Stage 5: Value Review Definition and Guidance
8
Stage 6: Renew Definition and Guidance
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Presale Stage
Topics Covered in This Module:
• Definition of the Presale Stage
• Guidance for Service Delivery
associates in the Presale Stage
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
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In the Presale Stage, We Work With Sales Associates to
Expand Our Membership Network
Presale Stage of the Service Delivery Process
Presale Stage Definition
The Presale Stage refers
to all activities that are
conducted to secure
new Members
It concludes when the
contract is booked and
the Onboarding Stage begins
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
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Membership Growth Is Everyone’s Responsibility
Guidance on Allocation of Time Spent Working With Sales to
Close New Memberships
Service
Delivery
Activities
Typical
Business
Development
Activities
Additional
Business
Development
Activities
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Delivery associates will
spend between 10% to 20%
of their time on growing
and developing business,
depending on their skill set
and Member volume
Membership Growth Is Everyone’s Responsibility
Guidance on Allocation of Time Spent Working With Sales to
Close New Memberships
Time
New associates
Business
Development
Time
Senior associates
Business
Development
Don’t have a full base
of Members to support
Have selling experience
throughout their tenure
In Executive Programs
RVP or team leader can provide more guidance on
when and how you specifically should grow business
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
A Strong Partnership With Sales Helps Both Sales and
Executive Programs…
A strong partnership…
…benefits Sales associates…
Sales Team
Sales associates gain…
Service Delivery Team
 Account growth opportunities
and leads — both for Executive
Programs and other Gartner
products and services
 A better understanding of how
Members benefit from
Executive Programs
 Help in closing important deals
 Long-term relationships with
strategic personnel in
Member organizations
 Input into the Impact Assessments
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
…and Service Delivery
associates
Service Delivery
associates gain…
 Growth of ExP
 Critical early inputs for
effective value delivery
 Smoother Onboarding
due to more accurate
expectations setting
 Useful Member
intelligence
 Higher Member
satisfaction and
renewal rates
…and Contributes to a Positive Member Experience
A strong partnership…
…brings our members…
Sales Team
Service Delivery Team
…a positive experience
Members will…
 Hear a consistent story
from everyone they talk
with at Gartner
 Experience an appropriate
level of shared information
within Gartner
 Understand who to work
with when at Gartner
 Experience their Gartner
contacts working together as
a team focused on their needs
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Delivery Associates Should Engage in Several
Activities to Build the Partnership With Sales Associates
How to Build a Stronger Partnership With Sales Associates
 Understand and leverage the Gartner Sales process,
Sales tools, ValueSelling ® methodology, and metrics
 Support Sales associates at appropriate points in
the Sales process and include Sales associates at
important points in Service Delivery
 Help Sales associates understand and leverage
Executive Programs Value Planning
 Provide Sales associates with appropriate
Member intelligence obtained through
Service Delivery activities
 Partner together to build strong Impact
Assessments for Members
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
The Account Plan Is a Great Source of Information
About the Member
Tools Maintained by Sales Associates
Account Plan
Opportunity
Assessment
Account Plans — Key Points
 Includes descriptions of the client goals,
strategies, and initiatives
 Maps important relationships, plans for
ValuePrompter®
Pipeline
value expansion, relationship history, and
other important information
 Depth and breadth varies by client and
Sales associate
 Review the Account Plan to understand
the strategic business context in which
the Member operates
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Review Opportunity Assessments to Understand Details of a
Particular Sales Effort
Tools Maintained by Sales Associates
Account Plan
Opportunity
Assessment
ValuePrompter®
Pipeline
Opportunity Assessment — Key Points
 Contains a summary of critical information about
a specific Sales opportunity. Might include:
 Critical issues
 Compelling event
 Stakeholders
 Win strategy
 Other information
 Review the Opportunity Assessments with the Sales
associate when partnering to close a prospect
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
ValuePrompters® Are Critical Tools for Executive
Programs Sales Efforts
Tools Maintained by Sales Associates
Account Plan
Opportunity
Assessment
ValuePrompter®
ValuePrompter® — Key Points
 Used to develop
questions before —
and to track critical
information during —
the Sales dialog
 Provides critical input
Pipeline
for Value Planning
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
ValuePrompters® Are Critical Tools for Executive
Programs Sales Efforts
Tools Maintained by Sales Associates: ValuePrompters®
#1 high-level challenge, such
as quality, productivity, cost
management; directly tied to
company goal; often related to
Member’s metrics for success
The Solution’s impact on
Member, both business
and personal
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
ValuePrompters® Are Critical Tools for Executive
Programs Sales Efforts
Tools Maintained by Sales Associates: ValuePrompters®
Business and personal
obstacles that stand in the
way of resolving the
Business Issue
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
ValuePrompters® Are Critical Tools for Executive
Programs Sales Efforts
Tools Maintained by Sales Associates: ValuePrompters®
Business and personal
obstacles that stand in the
way of resolving the
Business Issue
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
ValuePrompters® Are Critical Tools for Executive
Programs Sales Efforts
Tools Maintained by Sales Associates: ValuePrompters®
Power & Plan
 Identify steps to
contract commitment
Sales plan box
 Outlines what the
prospect needs
 Understand what role
we need to play in the
Presales process
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Pipeline Reporting and Winback Plans are Designed to
Maintain and Grow Gartner
Tools Maintained by Sales Associates
Account Plan
Opportunity
Assessment
Pipeline— Key Points
 Sales maintains a pipeline to which shows
new business and renewals
 Work with Sales to ensure you know which
ValuePrompter®
new business and renewals are currently
being worked on
Pipeline
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Sales Has a Multitude of Tools and Programs Available to Support
Prospect Cultivation, Decrease Sales Cycles and Increase NCVI
Local &
Regional
events
CIO Academy &
Academy for LD
Structured
Sales calls
Symposia / Forum
club programs
30 days
Webinar
or ATCs
Sales Tools
and
Collateral
Passport
Suspect
S-D
AE and AM
Lead Engagement
Majestic
• Assigned ExP Resource
Prospect
(C - A)
90 days
Partner with Service Delivery
(increasing resource from ExP)
ExP Passport
• Assigned ExP Resource
• Pre/Onsite/Post Meetings
• 1 Initiative
• Taste of best of ExP
and Gartner
• Brings ExP to life as a
proof of concept
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© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Gartner Sales Associates Manage Executive Programs
Membership Prospects Through a Five-stage Sales Process
Gartner Sales Stages…
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Advancement
Trigger:
Initial
exploratory
discussion
scheduled
Client
confirms
need
Sales decides
to pursue
Client agrees
to procure
from Gartner
Contract
finalized
Sales Moves an Opportunity to the Next Sales Stage When They Reach
the Advancement Trigger Shown Above…
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Delivery Associates Are in an Ideal Position to Help
Sales Locate Suspects
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Definition for the S-Suspect Sales Stage
 New opportunity, very early in the Sales cycle
 Develop hypotheses of how Gartner can provide
value based on role/industry
 3% expectation of closing
Guidance for the S-Suspect Sales Stage
 Help Sales associates in pre-call planning (particularly new, less
experienced, or reps who have not sold Executive Programs)
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Delivery Associates Are in an Ideal Position to Help
Sales Locate Suspects
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Within Member Organizations
 Ask Members to refer other
internal candidates for
Executive Programs
Outside Member Organizations
NEW
SUSPECTS
 Use knowledge gained
from delivery relationships
to identify prospects in the
Member organization
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
 Ask Member if they know peers
outside their organization who
might benefit from Executive
Programs
 Use network and knowledge
outside of Member relationships
to identify prospects
Identify and Qualify Stages Defined
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Definition for the D-Identify Sales Stage
 First meeting scheduled with prospect
 Learning about initiatives, decision makers, business objectives, budget
 15% expectation of closing
Definition for the C-Qualify Sales Stage
 Client confirms the need for Gartner services
 Map offerings to needs, secure internal resources,
review solutions with prospect
 33% expectation of closing
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
In the Identify and Qualify Stages, Service Delivery Associates
Are Generally Not Involved
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Guidance in D-Identify & C-Qualify Sales Stages
 As a rule, the Sales stage where we confirm interest (D: Identify) and
decide to pursue (C: Qualify) should be managed by the Sales associate
 If asked for help, debrief with Sales after the CIO Sales call to validate
the ExP solution, and offer suggestions for the next CIO meeting
 Suggest to send the prospect to an ExP event
 Determine if the prospect should be placed in the Passport
to Gartner program
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
In the Identify and Qualify Stages, Service Delivery Associates
Are Generally Not Involved
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Guidance in D-Identify & C-Qualify Sales Stages
 If the Service Delivery associate has a personal relationship
that can be leveraged to accelerate these early stages, they
should offer to assist the Sales associate
 Refer Sales to Executive Programs collateral and Sales tools on Eagle
 If asked to participate in either D or C stage opportunities,
consult with your manager
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Delivery Associates Should Confirm a Qualified
Opportunity Before Helping With Development Activities
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Definition for the B-Develop Stage
 Solution outlined – confirmed with prospect, Vision-match obtained,
understand procurement process, discuss timelines
 60% expectation of closing
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Service Delivery Associates Should Confirm a Qualified
Opportunity Before Helping With Development Activities
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Guidance for the B-Develop Stage
 Is this a qualified opportunity?
 Is the call with a CIO?
 Does the CIO have budget?
 Have you identified the key Business Issue?
 Have you made a Sales call on this prospect
already and presented Executive Programs?
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Once an Opportunity Is Qualified, Service Delivery
Associates Should Make Themselves Available to
Help Develop This Opportunity
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Value in the B-Develop Sales Stage
 Provide support on well-qualified prospect calls and visits

Discuss the CIO Survey and CIO research agenda
 Demonstrate an inquiry with a CIO research analyst
 Schedule and engage the prospect in a Substantive Interaction
 Accurately set Member expectations about the program
 Invite prospects to Executive Programs events
 Showcase Executive Programs events (balance 10% prospect to 90% Member attendance)
 Leverage standard proposal templates
 Direct Sales to use the Executive Programs content in the online Proposal Generator
 Escalate nonstandard proposals to your manager
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Once an Opportunity Is Qualified, Service Delivery
Associates Should Make Themselves Available to
Help Develop This Opportunity
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Guidance of should not do in B-Develop Stage
 Do not participate in calls, visits, VTCs or ATCs with
unqualified prospects
 Do not agree to nonstandard deliverables without
management approval
 Do not work on selling the program to someone other
than the CIO or the most senior IT leader
 Do not invite unqualified prospects to events
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In the Commit Stage, the Prospect Signs the Contract
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Definition for the A-Commit Sales Stage
 Proposal out. Expected to close – client has agreed to terms and solution.
Booked and submitted
 80% expectation of closing
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
In the Commit Stage, the Prospect Signs the Contract
S
D
C
B
A
Suspect
Identify
Qualify
Develop
Commit
Executive Programs Guidance in the
A-Commit Sales Stage
 Closing the deal and gaining contract signature should be managed by the
Sales associate with little or no participation by the Service Delivery associate
 Engage the Member-to-be by discussing what happens after
the contract is signed
 Discuss Architected Onboarding activities
 Explain the Value Plan that will be created and begin populating the information
 Bring in your manager to help with large or complex deals
 Participate in last-minute closing activities to demonstrate personal
service that comes with membership
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There Are Many Points in the Service Delivery Process Where
Service Delivery Associates Should Involve Sales Associates
Stages of the Service Delivery Process That Involve Sales
Where to Communicate and Involve
Sales in Service Delivery
Service Delivery
associates should
proactively communicate
and involve Sales at
every stage of the
Service Delivery process
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Thank You for Participating in This Training
Topics Covered in This Module:
 Definition of the Presale Stage
 Guidance for Service Delivery
associates in the Presale Stage
© 2013 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
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