Best Practices of World-Class Sales Organizations and their performance against Key Performance Metrics; Data for specific industry segments is available; call or eMail Medio Waldt, 610 659 3489, medio.waldt@millerheimangroup.com

1. Critical Research Insights on Sales Performance
Sales Process driving Sales Performance
Medio Waldt
Consulting Partner, Sales Performance
February 2017
medio.waldt@millerheimangroup.com
610 659 3489

2. Content Outline
2
• Critical Research Insights on Sales Performance
– from CSO Insights; Methodology Agnostic
• Sales Best Practices Study: 70+ Behaviors tracked, 13 years running
– B2B Buyer Behaviors and Expectations from 2015
– Top 12 Behaviors of World Class Sales Organizations from 2016
– 9 of Top 12 are NEW – Coaching, Social Selling, Analytics, Funnel Management
• Sales Performance Optimization Study: we track 450 + KPMs
– Insights on on Key Performance Metrics from 2016
– Correlated to Quality of Sales Process and Customer Perceptions of your Value
– What is the impact of a 5% improvement in key metrics for your Company?
• What does this mean for your Company and Sales team?
– How does it connect to your CONCEPT on Sales Process & Sales Performance
– What you want to Accomplish – Fix – Avoid
• Other Studies, Open Discussion, and Next Steps
• Appendices: 40 Years, 5 Beliefs, Be Ready, Sales Ready Platforms
– Who we are, what we do, and how we do it

3. From our 2015 Sales Best Practices Study
3
The B2B Buying Process is becoming more complex
More Buyers AND Sellers involved every year;
takes longer to reach a decision
Becoming more formal, with ROI required, often a
Request for Proposal (RFP or RFI)
Buyer Expectations focus on Competency and Adding
value even before the Sale is concluded
Sales Professionals are expected to provide a competent
PERSPECTIVE and deliver VALUE (education, content, new
insights) during the selling process, even before the contract
is signed.

4. More People Involved
Buyer: 5.8 2015 /4.74 5yr avg
Seller: 4.4 2015 / 4.1 5yr avg
More Formalized Process
Significantly formalized:
61% 2015 / 45.2% 5yr avg
Average sales cycle time:
+ 2.82% 2015 / 2.6% 5yr avg
More Political Decisions
Our Customer requires formal ROI:
61.4% 2015 / 40.2% 5yr avg
Retention rate increase:
+ 5.4% 2015 / 4.8% 5yr avg
Time
Value
EXPECTATIONS
Don’t
Waste
My Time
Know My
Business
Know
Your
Solution
Add
Value
Ask
Insightful
Questions
The Expectation Of The Buyer Is Rising
and The Process Becoming More Complex
4

5. OLD WORLD
NEW WORLD
Sales Process
Product/Service
Delivery
Client Expectation of When
Value is Delivered
Client Expectation of When
Value Is Delivered
► Help buyer’s navigate the purchasing
process; sharing systems and
methods for evaluating decisions
► Providing tools and methods for
assessing/calculating ROI
► Understanding and documenting
unintended consequences of various
decisions
► Assisting in creating implementation
plans
Providing Perspective
Signed Contract
Customers Expect The Sales Process And Seller To Provide
Perspective. This Comes By Combining Expert Customer
Knowledge With Expert Solution Knowledge
5

6. From our 2016 Sales Best Practices Study
6
• “Drawing Back the Bow: Position, Enable, Follow Through”
– For the past 13 years, the message of the Sales Best Practices Study
has been the same.
– The best always strive to get better.
• World-Class Sales Performers outperformed All Respondents by
more than 23 % in key metrics, including …
– Number of Qualified Opportunities, New Account Acquisition, Average Account
Billing, Year-Over-Year Existing Customer Growth, Quota Achievement
– By identifying the behaviors and attributes of World-Class Sales Performers that
lead to results …
– Our Sales Best Practices Study provides an aspirational benchmark for other sales
organizations that are working toward achieving high-performance results.
• “How do World-Class Sales Performers do these things?”
– Process is the answer, hiding in plain sight in the list of top 12.
– Process: repeatable, consistent, measurable, and continually improving.

7. From our 2016 Sales Best Practices Study
7
• Sales Process
– repeatable, consistent, measurable, and continually improving
• 3 of the top 12 behaviors exhibited by World-Class Sales Performers in
this year’s study were also in the top 12 last year
– Sales and Marketing are aligned in what our customers want and need.
– Our organization is highly effective in allocating the right resources to pursue large
deals.
– We know why our top performers are successful.
• 9 of the top 12 behaviors exhibited by World-Class Sales Performers in
this year’s study are brand NEW.
– Social Selling Guidelines
– Coaching and Professional Development
– Relationship Management
– Funnel Management

8. Critical Behaviors driving Sales Performance
Source: 2016 Sales Best Practices Study, CSO Insights
Top 12 Behaviors driving Performance
8
World All
Class Other
1. Sales and marketing are aligned in what our
customers want and need. 94% 39%
2. We have successfully implemented social media
guidelines for our client-facing personnel. 71% 20%
3. Our organization is highly effective in allocating the
right resources to pursue large deals 94% 40%
4. In a large deal, we always gain access to key
decision makers. 90% 38%
5. We have relationships and dialog at the highest
executive levels with all our strategic accounts. 97% 40%
6. We have an effective process for managing
our global accounts. 91% 32%

9. Critical Behaviors driving Sales Performance
Source: 2016 Sales Best Practices Study, CSO Insights
Top 12 Behaviors driving Performance
9
World All
Class Other
7. We know why our top performers are successful. 94% 44%
8. Our process for getting new hires to full productivity
is highly effective. 82% 22%
9. Our sales performance metrics are aligned with
our business objectives. 91% 51%
10. We use sales analytics to measure and predict
sales performance. 94% 30%
11. Our organizational structure allows us to easily adapt
to our customers’ changing needs. 92% 39%
12. In an average month, our sales managers definitely
spend adequate time coaching each individual on
the sales team. 88% 32%

10. From our 2016 Sales Performance
Optimization Study
10
Participants answer a series of questions on the
quality of their relationship with their Customers, and
on the rigor and discipline of their own Sales Process.
Assigns them to one of three Performance Levels.
Participants then answer specific questions as to how
well they perform against Key Performance Metrics.
Level 1 = 30%; Level 2 =44%; Level 3 =26%
Level 3 Firms perform BEST on all Key Metrics
Some Insights follow.
24% of all Sales Opportunities will result in NO DECISION
Average Sales Funnel Win Rate is 45.8% - LESS THAN THE
ODDS OF WINNING AT ROULETTE IN LAS VEGAS
Direct correlation between Quality of Sales Process
with % of Sales Professionals achieving Quota and %
of Companies achieving their Business Plan

11. Sales Relationship / Process Matrix
11
• Where do you think you are or …
• Where does your Client say you are on the Relationship (vertical) Axis?
• Where do you think you are on Sales Process (horizontal) Axis?
• What does all this mean? … Level 3 Firms perform BEST on all Key Metrics
Medio
Waldt,
medio.waldt@mhiglobal.com,
610
659
3489
Sales Performance Optimization Study – 2016 Key Trends Analysis
11

12. Sales Relationship / Process Matrix
12
• Since 2012, the % of firms identifying themselves in the TOP Tier 3
has been declining or is down from 2012 peak
• One implication may be that as the US Economy got better, the quality of our collective
Sales Process declined - losing the rigor & discipline of great Sales Process
Medio
Waldt,
medio.waldt@mhiglobal.com,
610
659
3489
y – 2016 Key Trends Analysis
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12

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Improving Performance – a 5% difference
13
• Modest changes in the “right” Selling Behaviors can drive significant
improvement in overall Sales Performance.
• What would be the impact on your business IF …
– You could improve any one of these metrics by 5%
– You could have 5% more of your Sales Reps. achieving quota
– You could recycle the resources lost on the 24% of deals that result in “No Decision”

14. What We Study
Study Description
Sales Best
Practices Study
• Identifies practices/behaviors which drive World-Class Sales Performance
(e.g. implementing social media guidelines for client-facing personnel)
• Covers 70 key practices across the Sales System, Highlights top 12 differentiating items/year
• 13 years running
Sales Performance
Optimization Study
• Collects 100+ sales metrics (e.g. % of salespeople achieving quota); Correlates metrics (e.g.
organizations consistently using a sales methodology have ># of salespeople making quota)
• Uses Sales Relationship/Process™ (SRP) framework to identify tiers of performance
• Includes mini case studies throughout to illustrate concepts
• Trending and comparisons to previous periods of time, 22 years running
Sales Enablement
Optimization Study
• Provides organizing framework for Sales Enablement programs (sales training, content
development, sales team coaching, effectively leveraging technology)
• Collects data on common challenges and best practices for execution
• 2nd year
Sales
Compensation and
Performance
Management Study
• Used to assist in the design or improvement of compensation plans
• Collects data from sales leaders on how they measure, monitor, and reward sales and sales
teams’ performance (e.g. % of companies which use customer type to define territories)
• 7 years running
…and more • Additional studies (Channel Management), reports (Sales Management Optimization report)
and points of view (Sales Enablement Research Notes, CSO’s Guide to Transforming the
Sales Organization) can be found in the CSO Insights Research library
14

15. Open Discussion and Next Steps
15
• What additional information do you need?
• What actions do we need to complete, on both sides?
• When can we meet next?

16. Thank you for your active participation
Medio Waldt
medio.waldt@millerheimangroup.com
610.659.3489

17. APPENDICES

18. 18

19. The most important decision we make as sales people,
managers and leaders is how to connect with our
customers.
Talent is one thing, but a scalable, consistent selling
methodology is everything.
Customers expect a perspective; not a sales pitch.
The best are always looking for ways to improve.
Those that prepare win more and win more consistently.
40 YEARS 5 BELIEFS
19

20. AN UN-PARALLELED SUITE OF SOLUTIONS
Miller Heiman Group offers a full suite of solutions that deliver what Sales
and Service leaders need
20

21. Winning and Losing
WINNING
FAST
=
GREAT
WINNING
SLOW
=
GOOD
LOSING
FAST
=
OK
LOSING
SLOW
=
WORST
POSSIBLE
OUTCOME
NEVER,
EVER
LOSE
SLOW
21
21

22. SKILLS
You’re Good.
You just want
to get better.
EFFECTIVENESS
You Need
A Recognized
Problem Fixed.
And Fast.
TRANSFORMATION
You Need
A Strategy
and Culture Shift.
INDIVIDUAL TEAM ORGANIZATION
HOW WE HELP
We uncover what the customer needs and see that requirements fit
into three distinct categories
22
Sales Improvement Continuum: Where are you?
Get Better Get Results Create Culture

23. DISCOVERY DESIGN DEVELOP IMPLEMENT SUSTAIN
Deployment Of A World Class Client Engagement
Methodology Ensures That Clients And Sellers
Cover All Aspects Of The Sales Journey
► Research
► Field Study
Interviews:
• Executives
• Management
• Customers
► Assessments
► Identify the Team
► Change Management
► Communications
Planning
► Project Definition
► Implementation
Advice
► Sustainment Plan
► Launch
► Create Organizational
Alignment
► Develop a
Communication
Strategy
► Develop Customized
Learning Tools
► Ready the
Organization for
Change
► Develop Sustainment
Tools
► Facilitator Preparation
► Program Kick Off
► Project Status
Tracking
► Share Results
► Develop a Strategy
► Train Leaders,
Coaches, and
► Track Coaching
Progress
► Reinforce Key
Messages and
Concepts
► Measure and Share
Results

24. How ready
to perform
are you?
Getting
you ready
CUSTOMER
The Miller Heiman Sales System Puts
The Customer At The Center Of What We Do.
24
Diagnostic – Prescriptive - Strategic

25. Drivers of change for customers
The Sales Ready Sales System
The Sales Ready platform
Agenda
What We Uniquely Do …
To Drive Selling Performance
25
Sales ReadyTM - Building tailored, proven solutions that help your Sales team perform

26. Three Levels of Engagement
26

27. Thank you for your active participation
Medio Waldt
Consulting Partner, Sales Performance
medio.waldt@millerheimangroup.com
610 659 3489