Delivering customer impact

By: Gary Tubridy Chief Sales Executive Events, Sales Coverage

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!

Delivering Customer ImpactWe look forward to sharing more graphic recordings of more keynote presentations from the 2014 CSE Forum in the coming weeks.

Don’t miss the 2015 CSE Forum Series. Reserve your spot today!

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Gary Tubridy

Gary Tubridy is a senior vice president with the Alexander Group, and the general manager in charge of the firm’s management consulting business. He is located in Stamford, CT. Gary’s consulting work is focused on increasing marketing and sales effectiveness with particular emphasis on technology and medical products companies. He has personally managed projects in sales organization design, sales force sizing and deployment, sales performance management and sales compensation design. Gary has deep functional expertise in diagnosing sales management issues and helping clients execute action plans to improve results. He is currently researching and chronicling best practices of leading sales organizations in North America and enjoys organizing events specifically for top sales executives, including the Chief Sales Executive Forum. He is one of three founding stockholders of the Alexander Group.

Gary has been with the Alexander Group for over 20 years. Prior to that, he was in sales with the IBM Corporation. At IBM he was responsible for accounts in the manufacturing, process and financial services industries. He coordinated large account marketing activities, customer and sales representative training seminars and local selling efforts for four national account sales teams. Gary holds a B.A. from Brown University and an MBA from the Graduate School of Business at Columbia University.