Improve Relationships & Revenue: Global Distributor

Improving Relationships & Revenue at a Global Distributor

Client Case Study

Situation

To grow market share in an increasingly competitive marketplace, this global high tech distributor (Revenue: $1 billion) realized they needed to do two things:

  1. Enhance the customer service skills of every employee that interfaced with their customers (e.g., customer service reps, inside sales reps, and tech support)
  2. Equip inside sales reps to develop strategic partnerships with their re-sellers and to identify stated and unstated needs

 

Complications

  • Increased Competition: Competitive pressures and client expectations were rising rapidly for similar services
  • Poor Relationships: Re-sellers did not have positive or strategic relationships with the distributors
  • Minimal Skills: Customer interfacing employees lacked the sales and service skills required to meet customer and re-seller expectations

Approach

  1. Consultative selling skills: Inside Sales Reps were trained to operate effectively in a consultative selling role in order to better understand and meet the needs of their resellers as well as demonstrate the value of their unique solution.
  2. Customer Service Skills: Through training, customer service and tech support reps learned to exceed customer expectations, enhance customer intimacy, and appropriately respond to critical customer events.
  3. Re-Seller Education: To enhance the value of strategic partnerships between the company and its re-sellers  re-sellers were invited to participate in a Re-seller Education Program we presented that included Selling and Customer Service skills.
  4. Partnership Skills: Advanced level sales reps participated in a Value Based Partnership program to strengthen their basic business knowledge and enable them to provide value-added business consulting to their re-sellers.
  5. Strategic Selling Skills: Account Executives in a very price-competitive market attended a customized, strategic selling course aimed at equipping them with the skills to establish the value for a higher end solution in a commodity-driven marketplace.

  6. Performance Coaching Certification: We implemented a Management Certification program to develop managing and coaching skills while reinforcing the skill development process.

Results
In twelve months:

  • additional $25m in incremental revenue
  • 875% return on training, coaching and consulting investment

Related Information

ServiceSource has relied on LSA Global’s expertise for a variety of core initiatives, from strategy design and implementation, to business sales skills, to sales coaching. We recently engaged LSA Global to create a competency matrix for our inside sales team that will serve as our roadmap for employee on-boarding, development, succession planning, and retention. This project had a tight timeline with high visibility. LSA Global completed the deliverable ahead of schedule and surpassed our expectations.

PMO and Outside Sales Operations
Senior Vice President

Service Source

The sales strategy and goal setting session was right on target. It was a very valuable process that I highly recommend to any sales team.

Phil Rosenberg
Senior Vice President of Sales

For the past 5 years LSA has consistently delivered top notch value to Seagate’s Corporate University Program. The level of facilitator involvement and continuous program evolution has kept the sales negotiation training content and lessons engaging and relevant. We look forward to working with LSA in the future.

Geoff Purnell
Sales Executive, Seagate Data Recovery Services

Seagate

We recently hired LSA Global to help take our sales team to the next level. Specifically we focused on targeting the ideal client, differentiating our solutions, getting more qualified leads, and closing a higher percentage of our pipeline through a proven referral selling methodology.

So far, the results from the business sales training have been great. We were pleasantly surprised with the results-oriented approach and thoughtful follow-through plan to ensure that the new sales practices “stick.” We look forward to a long-term relationship, and I would recommend LSA to anyone looking to increase the effectiveness of their sales force.

Patrick Arnold
President

Filice

LSA Global has been a great partner in helping us move toward being “the leading developer of talent in the service performance management industry.” I have engaged LSA to help develop best-in-class programs in the areas of: Executive On-boarding, Manager Training, Sales Training, Employee Engagement and Instructional Design. They have consistently met or exceeded my (very) high expectations and are always responsive to my needs.

Mike Normant
Senior Director, Training & Development

Service Source

This was our first experience working with LSA, and we were not disappointed. From beginning to end, they were as invested in making sure the program succeeded as we were. They not only met the needs of our organization, but they helped us meet our very tight launch deadline. The consultant operated with the sense of urgency necessary to ensure that by the end of the training the trainer sessions we were ready to roll the program immediately out. Without their dedication and expertise we would not have been able to launch the program with the success that we did. Thank you LSA for being a valued business partner!

Erin Surprise
PHR, Manager - L & D

LSA always helps us provide the right sales, management, and leadership programs at the right time to meet the unique needs of both individuals and departments. I especially appreciate their ability to deeply understand our business and our culture so that they can recommend the appropriate solutions.

Sarah Parks
Senior Project Manager

Hyperion

Seagate has always found LSA to be a valuable resource. LSA delivers top quality solutions when we need them with just one call. The recent business sales training programs they’ve delivered for Seagate University have been the right solution, highest of quality and customized to our business and culture. I would highly recommend LSA to any company interested in offering top notch learning solutions.

Tammy Dujmovich
Sales, Marketing & Customer Service

Seagate

We engaged with LSA Global to deliver a sales territory planning and management workshop. LSA Global had a unique ability to quickly understand our business and needs. This keen understanding allowed for tailoring of content that was specific and impactful, which created a new awareness of how one’s role and how and with whom one spends their time, can directly influence sales success. Their facilitators were well prepared and ingrained themselves to become one of us. We’ve come to see LSA Global as a partner.

Pratiksha Patel
Assistant Vice President Talent

L'Oreal

We selected LSA over a handful of other experts to assist with a key sales leadership imperative. LSA added value every step of the way throughout the entire engagement. Their customized approach to sales presentation training exceeded expectations, and we are excited about global implementation across our offices in more than 100 countries. LSA’s unique Strategy-to-Results approach is an added game changer.  I recommend them to anyone looking to get high quality results when it matters most.

Eric Mugele
Executive Director Global Learning

Grant Thornton

We value the relationship we have had with LSA over the years. LSA has delivered top quality solutions when we needed them. They pay special attention to ensuring the content fits our current needs and that the facilitators are familiar with our business and culture. I would recommend them to anyone looking to greatly improve the skills of their sales force.

Carol M. Harbin
Manager, Worldwide Sales L&D

AMD

LSA Global’s negotiation training assessment and workshop provided sales negotiation tools and practices that have significantly enhanced our negotiations process. Their facilitators understood our business, its challenges and framed the learning in a way that we understood. I am very happy with the value we have received from this program, and would highly recommend LSA to others looking to improve their sales negotiations results.

Jeff Bizzack
President

Service Source

LSA custom designed and delivered the best sales training session that I have ever attended. They focused on our industry, our customers, and our competitors. The materials and facilitators were world class. They were passionate about helping our global sales force understand the fundamentals necessary to be successful and not leave money on the table. I recommend them to any sales force looking to drive profitable revenue and beat the competition.

Carl Dickenson
Sales

Cutera

We recently hired LSA to help us take our client delivery methodology to the next level as we continue to grow and help our clients succeed. The custom strategy and design session exceeded our expectations. They really understood our business and delivered within tight time frames.  They were the best I have seen for this type of complex, visible, and strategic work. LSA’s ability to get a group of 20+ executives from around the globe on the same page, push their thinking to new heights, and ensure an executable plan was excellent. I would recommend LSA to anyone looking to take their strategy and strategic execution to the next level.

Rob Sturgeon
EVP Client Delivery

Service Source

Originally, we launched a RFP to partner with a sales training provider to improve the sales skills of our global distributor network. LSA Global challenged our thinking by suggesting we focus on the systemic strategy, culture and talent factors that create sales success before we invested in the more symptomatic needs of sales skills and knowledge. LSA Global identified the two strategic actions to improve overall sales performance and then designed and delivered world class sales training across the globe to help increase revenue and margin.  I’m so happy we took a more strategic approach to sales performance.

Kim Benson
Director Human Resources

Trimble

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