PROCESS
How We Do It
We understand how organizations are staying relevant and competitive in today's competitive marketplace, and which ones are doing it best.
We will apply our proprietary process using proven tools and our resources to empower and facilitate your sales and marketing process to achieve maximum results.
DISCOVERY PHASE
Working with you as a client to review the current state of affairs, including the history of your sales improvement programs, is the start of your sales force transformation. Immediately, we engage with your employees and drill down on the specifics of their activities, while also making sure they know their voice has been heard as a foundation for their buy into a new program.
In our experience with previous engagements, common limiting issues are:
Salespeople working their own plan as lone wolves
Limited or no central management
Lack of consistent follow-up on sales opportunities
High turnover (particularly by emerging top performers)
Lack of consistent management tools, process, and analytics.
An important takeaway from the discovery phase is that the changes required in behavior and process are often so broad, that there was really no way for the top corporate team to lead this effort, as one might ordinarily do. Instead, the client found a benefit to having our outside perspective and sales specific experience, combined with our ability to work directly with both the middle of the company’s sales hierarchy and with the salespeople themselves.
In larger organizations, we work on making area and regional managers to become committed and effective leaders for change. A central workshop location is used where they learned to use new tools and processes, including standardized performance metrics, diagnostic reports, and a client-specific tool to track and promote accountability for every single sales lead that comes in the door.
Once the managers have finished the training, each of them simultaneously rolls the new tools and processes out and helps those working under them to apply them. To ensure the changes would endure, we work with you to institute recurring, structured coaching and accountability sessions in which area managers used the performance tools to evaluate sales managers and pinpoint and address what was missing the mark.
Furthermore, in our discovery process, we interview directly with managers and reps so that they know their voice has been heard and how adoption and implementation of the new process will help them.
BRANDING
In our engagement with you, we use branding as a label for how and what is being done by your company to cue up potential customers as prospects that your sales force can develop a relationship with and transact.
A newer and significant area of focus is in digital technology because of how it has loosened control over brand messages by creating new media channels and social networks that you don’t directly control. Instagram, Facebook, Twitter, and Snapchat mean that the relationships between brands and their customers have now become more open-ended as online discussions extend the brand experience after purchase.
We help you manage this complexity and sales growth through digital advantage, by bringing together objective analysis and broad experience to take the uncertainty out of your branding process and assist your salespeople with increased prospect potential.
CUSTOMER LIFE-CYCLE ANALYSIS
Empower Group helps you maximize revenue and margin at every step of the buyer decision journey, from initial contact, through to acquisition, upsell/cross-sell, and retention management. We work with clients to analyze the behaviors and needs that characterize their most valuable customers, determine the right objectives to balance new customer acquisition versus retention and identify the best targeting and action methods for reaching them.
In practice, our work focuses on three primary activities:
Driving customer lifetime value through deep analytics. We help clients quickly access and analyze considerable amounts of data by working with you to ensure the right IT-enabled sales tools are in place.
Implementing front-line customer interaction change. Based on the customer data insights, we extend our transformation program to help your existing customers have an even better experience, including the appropriate and timely offer of additional services you can provide.
Improving the customer experience. Optimizing the entire “customer experience” from the first contact, through to sales transaction and beyond, will create significant value for your company overall. Empower Create Group will work with you through the entire sales process for your organization and develop the appropriate CE, based on customer expectations, your strengths, and implementing change within your sales staff, along with robust technology for monitoring their efforts and enhancing CE.