Onboarding Designed to Engage and Delight Customers by Dan Fisher and Gerry Gadoury at Engage 2016

Onboarding Designed to Engage and Delight

CustomersGerry Gadoury & Dan Fisher Menemsha Group

Dan@Menemshagroup.com(617) 398-6190

Agenda• Why Training Fails to Deliver ROI• Critical Success Factors• Mapping the New Hire’s Sales/Recruiting Journey• Deploying Regimented Milestone Training• Tracking the Effectiveness of Your Training• Sustaining Change with Playbooks, Coaching the

Coaches

Common Reasons Training Fails to Deliver ROIInformation through a Fire Hose: Focus on “speed to completion” & turn loose rather than internalization and adoption. Shadow Training or training by “osmosis.” Managers wait for reps to “figure it out.”

Results: 80% of revenue from Top 10% of reps/accounts. Inability to scale the business; Revolving Door Syndrome

Sales Coaching: Business development vs. talent development. Product-Focused Training creates peddlers, objections, and roadblocks

Lack of Commitment: Managers fail to enroll themselves in training. Failure to “coach the coaches.” Managers fail to coach to the message, model desired behaviors.

On-Boarding Critical Success Factors That Drive ROI

Mapping Your Sales Process

Map the Recruiter/Sales Rep Journey

Sales Methodology 83% achieve quota vs. 54% with no methodology

Accelerate Learning-Drive Consistency-Predictable Results

Job Scorecard (Sales Rep)Attribute Weight Raw ScoreGrow revenue X%

Open X new accountsAverage X GP marginsExpand account A by X % • Objectivity vs subjectivity

Regimented Milestone-Based Training

How Long Will it Take My Rep to Complete Training?

Training Deployment Plan

Training Engagement & Adoption Metrics

Sustaining Change30/60/90 Day Challenge: Establish certification expectations to establish standards for success. Role Play Competition: Competition in front of peers/supervisors; panel of judges.

Quarterly Workshops: 100% participation-based. Monthly Calls: Share best practices, success stories.

Virtual Reinforcement: Share online voice/videopresentations and test pitches

120 Day Challenge: Select 5 accounts to apply new sales methodology and training content

Sustain Change with Playbooks &“Coach the Coaches”

Consistent coaching can boost performance by 19%

Corporate Executive Board

Sales leaders who consistently coach their reps grow revenue by

25% year-over-year on averageKurlan & Associates

Top performing sales leaders invest 50% or more of their time

coaching repsSales Performance International

19%

25%

50%+

Create a Culture of Continuous Learning• Make sales assets available through portal or LMS

– Templates, case studies, value props, videos, training courses, playbooks

• Create & engage in healthy competition EVERY DAY– Salesforce.com reported use of gamification

increased sales performance 11-50%– Aberdeen Group revealed that 31% more first-year

reps achieved quota when supported with game mechanics.

• Encourage risk with A/B testing • Establish short-term (weekly) improvement goals

– Voicemail messages to return calls, emails sent, emails replied to

– Connects to meaningful conversations