Sales
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Sales. Team Composition. Sales Senior Account Representatives /Account Representatives (6) Accountability – revenue generation Technical Pre-Sales (1FTE equivalent) Accountability – provide technical support for all sales related activity. Customer Usage Engineer (1)

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Sales

Sales


Team composition

Team Composition

Sales

Senior Account Representatives /Account Representatives (6)

Accountability – revenue generation

Technical Pre-Sales (1FTE equivalent)

Accountability – provide technical support for all sales related activity.

Customer Usage Engineer (1)

Accountability –provide proactive support for existing customers. Manage and maintain customer reference program. Manage and secure renewal revenue.


Sales process methodology

Sales Process/Methodology

Efficient Lead Generation –Analytics measuring our return on spend.

Efficient Lead Development Process

(NASCCAR Sales Methodology)

Efficient Opportunity Development Process

CUSTOMER SATISFACTION TEAM

The four pillars of Satisfaction

  • Implementation

NASCCAR Sales Methodology

  • Training

  • Support

  • Usage

Key points:

  • All employees are inside corporate. No expensive field based selling or implementation resources.

  • Revenue is recognized on a monthly basis as service is delivered.

  • Deferred revenue accumulation leads to revenue predictability.

  • Median new customer subscription is $11,000

  • Subscription & Customer Retention rates up to 93% and 85% respectively in ’06 from ‘04/’05 averages of 50% & 62%.

  • Customer generates $51,348 in contribution margin over a five year lifetime (69% contribution margin over five years).


Sales cycles close rates

Sales Cycles & Close Rates


Competition by segment

Competition by Segment


Customer satisfaction

Customer Satisfaction


Team composition1

Team Composition

Customer Satisfaction

Director - Customer Satisfaction (1)

  • Accountability – Manage Customer Satisfaction Engineers and ensure successful deployment through implementation/training. Provide reactive support for existing customer base

  • Customer Satisfaction Engineer (4)

    • Accountability – ensure successful deployment through implementation/training. Provide reactive support for existing customer base.


  • Responsibilities

    Responsibilities

    • Implementation

      • Managed remotely

      • 30 days or less

      • Best Practices

    • Training

      • Formalized Training (End-User/Admin.) – module/capability based

      • Self-Service – video library, quick-start guides, pop-ups

      • Customized – fee based

    • Support

      • Email [email protected]

      • Case submission via application interface

      • Phone – 866-399-2824

      • Standard Hours – 8am-5pm EST (M-F)

    • Usage

      • Product Usage – patterns and trends

      • Customer Follow-ups – data capture and issue/account management

      • Program Participation – marketing participation, reference program and client counsel

      • Customer Renewals – secure renewals


    Differentiators

    Differentiators


    Differentiators generic

    Differentiators - Generic

    • Operating Expense Control – Automation, Control, Visibility across all expenses

    • Intuitiveness, Adoptability, Ease-of-Use

    • Customer Support – Reactive and Proactive

    • Pricing Model – All Inclusive


    Differentiators concur specific

    Differentiators – Concur Specific

    • Support – Poor reputation and burden on Administrator

    • Pricing - a la carte (implementation, imaging?, currency, budgeting, off-line)

    • Intuitiveness/Ease-of-Use – multiple pop-ups

    • Feature/Function:

      • No support for personal credit cards

      • No support for attributes

      • No support for line item rejection

      • Limitation on # of approvers in SAF

      • No support for adding approvers

      • Faxing only – not toll free

      • No support for line item assignment of images


    Customers

    Customers


    Customer acquisition by segment

    Customer Acquisition by Segment

    Company Size Average Annual Median Annual Avg.# Sub. Total #

    By # of Employees Billings Win % Subscription Subscriptionper accountsubscrip.

    0 – 50 $ 765,665 57% $ 5,441$ 3,682 32 2,627 (23%)

    51 – 100$ 505,851 65% $ 6,566$ 5,694 39 1,160 (10%)

    101 – 500$1,143,607 50% $13,377$ 7,562 89 3,762 (33%)

    501 – 1000$ 287,741 22% $19,049$19,418 82 817 ( 7%)

    1001 – 2500$ 409,976 27% $31,195$ 5,680 124 1,124 (10%)

    2500+$ 203,320 13% $22,091$12,955 219 1,757 (16%)

    170 Total Customer

    16 or 9% come from accounts with more than 1000 employees

    28 or 16% come from accounts with more than 500 employees

    73% of historical billings come from accounts with less than 500 employees.

    52% average close rate in accounts with 500 employees or less.

    27% average close rate in accounts with 501 employees or more.

    Companies with less than 100 employees constitute 62% of our customers but only 33% of our subscribers.


    Customer subscription retention rates

    Customer & Subscription Retention Rates

    2004200520062007Q1 2008

    Companies up for renewal 1634528320

    Companies that renewed 922445617

    % of Companies Retained56%65%85%67%85%

    Subscriptions s up for renewal 7731,4531,990 4,4481,351

    Companies that renewed462 6351,8583,6131,181

    % of Companies Retained60%44%93%81%87%


    Top 10 cumulative sales

    Top 10 – Cumulative Sales

    Customer 1$320,340

    Customer 2$172,698

    Customer 3$110,000

    Customer 4$ 91,097

    Customer 5$ 90,080

    Customer 6 $ 89,539

    Customer 7 $ 89,423

    Customer 8$ 82,792

    Customer 9 $ 76,213

    Customer 10 $ 75,038


    Top 10 license count

    Top 10 – License Count

    Customer 1 1057

    Customer 2 1012

    Customer 3 909

    Customer 4 570

    Customer 5 512

    Customer 6 431

    Customer 7 390

    Customer 8 . 328

    Customer 9 321

    Customer 10 256


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