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Making sure that your most important customers increase their spending with your company is a crucial revenue strategy. But are your sales teams really building effective and executable plans for growing your key accounts? Are you leaving money on the table with your best opportunities for growth? Most companies are. This webinar features guest Mark Lindwall of Forrester.
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How to Drive Key Account GrowthMark Lindwall, Senior Analyst
Wednesday, 22 October 2014
© 2014 Forrester Research, Inc. Reproduction Prohibited 2
Agenda
›Are You Leaving Money On The Table?
›Key Account Growth Strategies
›Engage Buyers With Empathy
›Embrace Complex Decision Making
© 2014 Forrester Research, Inc. Reproduction Prohibited 3
Are You Leaving Money On The Table?
Understand accounts at a deeper level
© 2014 Forrester Research, Inc. Reproduction Prohibited 4
Organize Accounts By Legal Definition
Account?
Account?
Account?Account?
What is an account?
Account?
© 2014 Forrester Research, Inc. Reproduction Prohibited 5
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© 2014 Forrester Research, Inc. Reproduction Prohibited 7
Leaving Money On the Table
FedEx Source:
Total Revenue (TTM) 44,287 (Million) Morningstar
IT Budget as a % of Revenue 7% 3,100$ (Million) Forrester
Spend on Infrastructure 75% 2,325$ (Million) Forrester
Spend on Storage 17% 395$ (Million) Forrester
Looking through the lens of FedEx as a legally defined entity, Forrester estimates that FedEx spends roughly $395 million on storage.
Account win = $3.6 million!
© 2014 Forrester Research, Inc. Reproduction Prohibited 8
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Accounts are complex, but they are also entirely knowable – with the right approach
© 2014 Forrester Research, Inc. Reproduction Prohibited 11
Implications for territory planning
Make a customer list based on a legal construct:
• Define and organize entities using legal and financial standards
• Segment territories and accounts to best solve customer problems.
Assign accounts based on how a company is legally structured and defined:
•Map current spending and identify upside opportunities inside existing accounts.
• Align resources to best solve customer problems.
© 2014 Forrester Research, Inc. Reproduction Prohibited 12
Determine Your Account Growth Strategy
Use the Five-E Framework
AB
CD
Not all buyers are the same
© 2014 Forrester Research, Inc. Reproduction Prohibited 14
AC
BD
Drive key account growth by moving from existing to desired relationship levels
Enrich
Enlarge
Extend
Expand
Elevate
Sell transformation solutions to C-
level execs
Sell process solutions to
current or new departments
Sell more products to
new budgets centers
Sell same more of same
to existing buyers
Sell new or complimentary
products to existing buyers
© 2014 Forrester Research, Inc. Reproduction Prohibited 15
Implications for account planning
Inventory your account relationships:
• Analyze relationships at and within each relevant business entity.
• Identify which buyers you currently work with and what their decision drivers or motivations are.
Establish one or more of the five strategies, to move relationships to higher value:• Make rep assignments based on ability to align with
relevant buyer types. • Establish accountable account plans and supporting
actions to elevate relationship value.
AC
BD
Sample Visualization to Segment/Prioritize Accounts
Po
ten
tial V
alu
e
Current Performance
Sample Visualization – Large Account Strategy
FedEx Supply Chain
FedEx Trade Network
FedEx Home Delivery
FedEx Home SmartPost
FedEx Custom Critical
FedEx Office
FedEx TechConnect
FedEx Freight
FedEx Services
FedEx SupplyChain
FedEx Ground
d
d
d
Pen
etra
tion
Hig
hLo
w
SolutionTactical Strategic
© 2014 Forrester Research, Inc. Reproduction Prohibited 18
The Answer Is Buyer Empathy. What’s Your Question?
Understand buyers at a deeper level
Common meeting agendas of sellers
Source: Forrester Q4 2013 Global Executive Buyer Insights Survey
What makes a conversation valuable for executives
Source: Forrester Report - “What Do Executive Buyers Find Valuable?“
Are vendor sales people frequently prepared for your meetings in the following ways?
Salespeople are misaligned with executive buyers
Are vendor sales people frequently prepared for your meetings in the following ways?
Salespeople are misaligned with executive buyers
© 2014 Forrester Research, Inc. Reproduction Prohibited 23
IT decision-makers Business decision-makers
Base: 418 Global IT and business decision makers
Source: Executive expectations of sales interactions online survey, Q4, 2012
25%
26%Average
10%US
14%UK
How often do you accept follow-on
meetings?
27%
You get delegated to the people you sound like
…and relegated to their spending authority as well
You get delegated to the people you sound like……so message to their level
© 2014 Forrester Research, Inc. Reproduction Prohibited 26
Implications for aligning with buyers
› Close gaps in buyer empathy, executive selling skills, knowledge, and behavior
› Improve account and buyer planning
› Provide buyer-centric sales content
© 2014 Forrester Research, Inc. Reproduction Prohibited 27
Embrace Your Customers’ Decision Making Process
Navigate Agreement Networks
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A traditional sales relationship
Your Seller
© 2014 Forrester Research, Inc. Reproduction Prohibited 29
A more complex view of relationships
Manager
Vice-President
CIO
Your Seller
Processes
Today companies are an interconnected web of domains and processes
… comprised of many different departments and groups – each with budgets
Integrated workflows
© 2014 Forrester Research, Inc. Reproduction Prohibited 31
Decisions and funding are determined by agreement networks
Multiple sales within a sale…
Your Seller
Altitude Levels
Role Maps
Implications for navigating agreement networks
Understand buyers altitudes and desired outcomes:
• Determine what level of buyers will be involved in decisions for your solutions.
• Identify which buyers you currently work with and what their decision drivers or motivations are.
Inventory your account relationships:
• Analyze relationships at and within each relevant business entity.
• Identify which buyers you currently work with and what their decision drivers or motivations are.
CEO Level
CXO Level
VP Level
© 2014 Forrester Research, Inc. Reproduction Prohibited 34
Key takeaways
1. Sales and marketing professionals must understand and plan for growth across complex accounts.
2. Inventory account relationships and grow using strategies to elevate buyer value.
3. Prepare reps solve business problems (vs. pitching products) to align with executive buyers and budgets.
4. Equip reps to navigate agreement networks who make decisions and fund purchases.
5. To capture more wallet share sales teams need information and planning tools to execute growth strategies in key accounts.