How to build and manage a sales team that consistently achieves great results

1. 1
Build and Manage Your
Dream Sales Team
Frank Colletti
Vice President of Sales, N-able Technologies

2. 2
It all Starts with the Funnel
40,000
Dials
2500
Leads
500
IP’s Booked
400
IP’s Completed
80
80%
20%
20% Close Ratio
• How many Funnels?
• New vs. Existing
• Avg. Completed /Rep
• Avg. deals Rep
• Avg. deal Size

3. 3
MSP Sales Funnel
1000
Dials
75
Leads
15
IP’s Booked
12
IP’s Completed
2.5
80%
20%
20% Close Ratio

4. 4
What you need to Build & Manage
a Sales Organization
1. Market, Customer & Profile Segmentation
2. Pre-Sales Tools & Lead Generation
3. Defined Sales Process
4. DNA of a Successful Team
5. Hiring, Training & Motivating Top Talent
6. Selling Strategies & Productized Offerings
7. Database Management CRM
8. Activity & Sales Management
9. Reporting | Key Metrics

5. 5
2500+
Enterprise
250 - 2500
Mid-Enterprise
75-250
Medium
5-75
Small Business
1-5
SOHO
Segmentation | Market
• Verticals
• Partnerships
• Target Decision Maker
• Geography ?

6. 6
Segmentation | Customer
• New Customer Acquisition
– Value Proposition
– Competitive Differentiator
– Sales Approach
• Existing Customer
– Upsell and Cross Sell
– Missed Opportunity
– Conversion

7. 7
Segmentation | Profile

8. 8
Pre-Sales | Lead Generation
• Lead Generation
– Business Directories:
• Manta, Yelp, Zoominfo, YellowPages , Business.com
– Social Media:
• LinkedIn, Twitter, Blogs, Forums
– List Sources:
• InfoUsa, Dun & Bradstreet

9. 9
Pre-Sales | Lead Generation
• Networking Events
– Chamber of Commerce
– Business Network International
– Entrepreneurs’ Organization (EO)
• Customer Referrals
– 1 per month
• Writing & Videos
– Blogs, case study, newsletters

10. 10
Pre-Sales | Tools
• CRM Tools:
– PSA | Connectwise, Autotask
– Salesforce.com
– Microsoft CRM
– SugarCRM
– Act!
• Predictive Dialer System:
– PhoneBurner

11. 11
What Does Your Sales Process Look
Like? (N-able’s)
Raw Lead Initial
Technical/Trial
BP/ROI
Quote SentDeal Time CLOSED LOST
CLOSED WON
CLOSED
FUTURE
OPPORTUNITY

12. 12
What Does Your Sales Process Look
Like? (MSP)
Raw Lead Initial
Technical
Assessment
Business
Analysis
Proposal Deal Time CLOSED LOST
CLOSED WON
CLOSED
FUTURE
OPPORTUNITY

13. 13
The DNA of Successful Sales Team
• Inside Sales
– Focused on lead generation
– Prospecting & cold calling
– Books qualification meetings
• New Customer Acquisition Sales
– Focused on new client acquisition
– Manages the entire sales cycle
• Account Representative
– Manages the customer life
– Retention, cross sell, up sell

14. 14
Hiring and Retaining Top Talent
• Compensation Plans | Profile of Rep
• Recognition
• Awards
• Autonomy
• Presidents Club
• Star Awards
• Spiffs
– Weekly, Monthly, Quarterly

15. 15
Training Top Talent
• Weekly sales training
• Weekly content training
• New hire training
• Product training
• Training, training, training, training..……

16. 16
Selling Technology vs. Business Solutions
• Technology gets consumed when needed or purchased
• They purchase as much as they currently need
• They buy in the manner that preserves their cash
• You cannot push a technology purchase through the pipeline
• A business solution is an investment in their business
• It affects their profitability
• It has urgency
• It creates an emotional sale with need to purchase

17. 17
Productized Sales OfferingFully ManagedProactiveEssential A La Carte
Server - $100
• Advanced Performance Monitoring
• Key Application Maintenance
• Scheduled Preventative Maintenance
• License & Asset Management
• Managed Anti-Virus
• Managed Backup
• Additional Support Billed at T&M Rates
Network - $25
• Quarterly Network Health Review
• Firewall Management & Maintenance
• Router Monitoring
• Switch Monitoring
• Additional Support Billed at T&M Rates
Workstation - $20
• Availability Monitoring
• OS & 3rd Party Patch Management
• Scheduled Preventative Maintenance
• Managed Anti-Virus
• Hosted Anti-Spam
$650/month $32.50/user/month
Proactive Options
• Hosted Backup - $70 + $0.75/GB
• Managed Mobile - $5/device
• Managed Compliance - $4/IP
Per User - $199
Cloud Services
• Virtual Online Workplace
• Application Management
• Microsoft Office Suite
• Hosted Exchange
• Backup & Disaster Recovery
• Secure Cloud Storage
• Mobile Device Access
OnPremise Services
• Workstation & Infrastructure
Management
• Managed Anti-Virus
• Unlimited Remote & Onsite support
• Guaranteed Service Levels
$3980/month $199/user/month
Cloud Services Options
• Managed Mobile - $5/device
Server - $250
• Advanced Performance Monitoring
• Configuration Management
• Key Application Maintenance
• OS & 3rd Party Patch Management
• Real Time Server Optimization
• Scheduled Preventative Maintenance
• License & Asset Management
• Managed Anti-Virus
• Managed Backup
• Managed Audit
• Unlimited Remote & Onsite support
Network - $65
• Firewall Management & Maintenance
• Router Monitoring
• Switch Monitoring
• Unlimited Remote & Onsite support
• Monthly Network Health Review
Workstation - $60
• Advanced Performance Monitoring
• Configuration Management &
Enforcement
• OS & 3rd Party Patch Management
• Real Time Workstation Optimization
• Scheduled Preventative Maintenance
• Managed Anti-Virus
• Hosted Anti-Spam
$1830/month $91.50/user/month
Managed Options
• Hosted Backup - $70 + $0.75/GB
• Managed Mobile - $5/device
Supplemental
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Billable Services - $100-$150/hour
• Project Planning
• Upgrades & Hardware
Billable Services - $100-$150/hour
• End-user support (Helpdesk)
• Onsite & Remote Support
• Moves, adds, changes
• Project Planning
• Upgrades & Hardware
• After hours Support
Essential IT Support – Free
• Light Monitoring
• Asset/Software/Hardware Reporting
• Branded Sys-tray Icon
• Remote Control
Managed Anti-Virus - $3/device
• Integrated AV deployment
• AV Monitoring
• AV Updates
• Threat/Status Reporting
Managed Patch - $3/device
• Windows Patch Management
• 3rd Party Patch Management
• Patch Reporting
Managed Backup - $100-$150/server
• Integrated Backup Deployment
• Backup Management & Monitoring
• Capacity/Status Reporting
Hosted Backup - $70 + $0.75/GB
• Offsite storage to a secure datacenter
Managed Mobile - $5/device
• Mobile management, support & reporting
Managed Compliance - $4/IP
• Monthly Vulnerability/Compliance
reporting
$50 - $250/month

18. 18
Database Management |CRM
• All data should live in your CRM system
• Activities Tracked
– Calls, emails, tasks, notes
• Reporting
• Leads & Accounts Model
• Opportunities
• Sales Pipeline
• Revenue

19. 19
Activity & Sales Management
• Weekly
– To review the critical activities and pipeline
– To catch issues on deals quickly
• Monthly 1on1
– To analyses all aspects of the reps business
– From prospecting to close
• Monthly Pitches
– Have they lost touch

20. 20
Reporting
• Worldwide Sales Pipeline – Weekly/Monthly
• Deals at Risk
• Weekly Leads
• Presentations Completed
• CMT – Weekly/Monthly Report

21. 21
Summary
• Get in the front lines and know your pipeline
• Work the pipeline with your reps
• Define the value proposition & sales process
• Consistency, Repetition, Execution, Value
Proposition
• Productize your service offerings
• Implement weekly/monthly sales meetings
• Challenge your reps
• Don’t be afraid to upgrade your team