Business Challenges
- To be No. 1 in Customer Satisfaction within Canadian Pharmaceutical industry
- Develop and retain the best sales force
- Sustain sales revenues during an impending merger
Initiatives
- Focused & Developed strategically aligned Sales Competencies
- Established a common vocabulary of Sales Competencies
- Identified opportunities for improved Customer Satisfaction
- Implemented an intensive coaching program based on a new Sales Competency framework
- Developed a process to coach & influence Key Opinion Leaders
- Developed & conducted a series of Coaching Clinics for key sales field personnel and their managers
- Designed a new set of Marketing Competencies
- Developed a set of Management Competencies
- Developed & installed a learning system to support Seibel CRM tool implementation
- Led initiatives to align CRM tool, sales compensation, recruitment, performance management system, including changing sales reps PDP (Performance Development Plans)
- Developed competency development tracking software with clients IT Department
- Coached senior managers during the merger
- Merged two training departments
Results
- Increased repeat access to key opinion leaders
- Empowered key sales personnel to view themselves as independent CEOs of their territory
- Developed an Influence Model
- Customer Satisfaction ratings improved from 4th to 2nd inside 12 month period
- Company made their stretch sales target while going through a merger
- Senior management attributed increase in sales to the above
- Level of coaching of reps increased 300%
- Call averages rose 110%
- Canada was rated as best managed merger by Corporate HQ
Update
- Currently implementing a series of Coaching Clinics for Management.
- The Canadian Division is serving as a referral site for transferring the
model to other divisions.
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