At the 2014 Chief Sales Executive Forum, Dave Clark, Vice President of Sales Systems, Services and Solutions at Johnson Controls, realized his company needed to change its customer relationship. He listened to his customers who were telling him they needed a more holistic approach to coverage where sellers could show them how everything worked together.
Key points Dave made were:
- Organize around customers not products – He combined three sales forces into one with Account Managers representing the whole line and specialists offering deeper insight into technical product where needed.
- Target the right resources at the right accounts – Dave created three tiers of accounts and scaled the amount of resource each account received according to size and potential. The largest received dedicated pre-sale team support.
- Know the customer – Understand the decision makers and their goals and help them meet their objectives by using your products and services. Sell how they want to buy.
The illustration below from graphic recorder Kelly Kingman illustrates Dave’s presentation in a most innovative way. Enjoy!
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