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AEP Energy is a competitive retail electric service provider affiliated with American Electric Power, Inc.
• Built and executed operating plan of 21% growth making core competency ending FY at $19.8M in sales
• Winner of National ICS Champions competition in ’07 & ‘08 • Responsible for hiring/firing/personal management &
development growing sales team by 50%• Defined and implemented new compensation packages,
commission drivers and monthly earning reporting• Monthly management & reporting of financials and
forecasting• Linkage growth of BAS2SERVICE• Facilitated internal training driving a “Systems” culture• Developed and trained Strategic Project, Pricing and Account
Management processes• Established sales/operations “Best Practices”• Consolidated “Systems” presentation & marketing utilizing new
• Executed operating plan doubling the growth of the turnkey/design build business ending FY at $7.4M in sales
• Start-up business of comprehensive solutions/performance contracting with expected sales of $5M in 2009
• Built team adding 7 FTE’s of sales and operations implementing performance management/development
• Defined and implemented new compensation packages, commission drivers and monthly earning reporting
• Monthly management & reporting of financials and forecasting• Linkage growth from existing account base initiatives• Developed and trained Strategic Project processes• Established sales/operations “Best Practices”• Conducted market analysis and marketing plan• Engaged state lobbyist and procurement consultant• Leadership involvement with NAESCO and other professional
organizations• Networking with other offices who built business• K-12 and Healthcare initiative corporate training• Implemented Appointment setting and tracking
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Service Business Development
Delivery & Support
Develop
New
Markets
Life
Cycle
Management
Customer
Penetration
Building
Analysis &
Optimization
Service Business Development
Service
CompetencyService
Quality
Service
Marketing
Service Delivery & Support Functions
Service
Controller
The Customer Experience
North Region
District Offices
South Region
District Offices
West Region
District Offices
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Building Technologies7
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Focused sales programs to capture increased market share!!!
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Service Sales Competency
Phase I (’04-’05)
Service Strategies and Tools
Sales reinforcement of the Service offering aligned with the creation of value propositions that address customer business goals
Built on the foundation of Strategic and SPIN Selling
Supported with new Service Handbook tools, resources and Service initiatives
Participants experience real world customer interaction via case study, role-play and on the job activities – (206) participants thru class 02/’05
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***Service*** Handbook
CD
&
Resources Built and Archived
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Service Sales Strategies and Tools Delivery Schedule
Region District Qtly Deliveries
Canada Region (US $) East Canada District *2*
Canada Region (US $) West Canada District 3-'05
North Region District 1 *Great Lakes District
Mid Altlantic District *Mid-Central District
New England District 3-'05
Metro District *
South Region
Carolinas District
Chesapeake District 3-'05
Gulf Coast District
Nashville District
Southern Florida District
Texas District
Virginia District *
West Region Heartland *Midwest District
Northern California District
Pacific Northwest District 2-'05
Rocky Mountain District
Southern California District
Southwest District
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Service Sales Strategies and Tools Feedback
…“liked the use of real life client selling situations…”
… “will help sell at a higher level than I’m used to….”
“…I especially liked the change of thinking when approaching a new TSP opportunity to truly access customer business needs…shorten sales cycle….”
“…great emphasis on selling on value, not just a list of services, improving quality of proposal….in the sales process and extended in the operations communications”
“…it’s great to have a service sales process to follow to close a value oriented service solution…”
“…liked the content interlaced with the new Service Handbook CDtools and resources use to sell services…”
“….I learned new ways to sell specifically to Vertical Markets…”
“….very good class, this will pay dividends for me…”
“….good course organization & presented in a very real life, practical manner….”
Productivity rating before training…..after….avg. increase 30%
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Project Overview: - Service Competency Phase I, Service
Sales Strategies
PROJECT DESCRIPTION: Service Sales Strategies
Development path of Service Sales competency aligning the Bests Total Service offering with the
creation of value propositions that address customer business goals/objectives. Built on the
foundation of Strategic and SPIN Selling, supported with new Service Handbook tools
FINANCIALS:
.
TIMELINE:
RESOURCES /ISSUES –
Education Services Resources: handoff the delivery of program 3Q’05 to sustain
RVP and District Management: buy in and endorsement, align with districts business plans and mandate
participation
Coaching and Reinforcement: allocate Coaching time and skill reinforcement requirements within
Management responsibilities
Measure market acceptance
FY 2005
O N D J F M A M J J A S
Non-reccurring costs
Sales increase
Add. sales
Add. GM from add. sales
Gross proft
all values in thousand USD
720
40% 40% 40% #DIV/0!
1800
1440
3600 1800
720
FY 05/06
35
FY 06/07 FY 07/08
100
FY 03/04 FY 04/05
C D D ROLPhase 1 A
O N D J F M A M J J A SD J F M A M J J A S
FY 2004FY 2003
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Service Competency
BAU Service Strategy
Service
Penetration
Service
Quality
Improve
Penetration Rate
Strategic
Customer Prgrams
Sales
Capacity
Cust. Satisfaction
& Loyalty
Building Analysis
And Optimization
Pull-Through
Service Integration
Existing Service
Positioning
Remote Service
Platform
New Service
Development
Optimize Field
Processes
Optimize Product
Functionality
Service Productivity
Programs
Life Cycle
Management
Hardware
Migration
Software
Services
Overall Service
Migration Strategy
New Market
Development
Identify Alliances
& Acquisitions
Competitor
Migration Services
Expand Mechanical
Service Business
TSP
Repositioning
World Class
Services@Siemens
Service Value
Reporting
SAP
Implementation
Platform
Migration
Open Systems
Impact to Service
System Adds
& Extensions
Service
Competency
How Buildings
Work Program
Advanced Customer
Experience
Account
Management
Sales
Development
Service
Compensation
Service Structure
& Organization
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SOLUTION DESCRIPTION
DEFINED SOLUTION
• Training platform featuring Siemens best front line field personnel, customers,
senior executives delivering supporting principles and competencies in an
engaging and interactive learning environment
• “Best Selling” Customer Loyalty content that will be reviewed, approved &
customized reinforcing learning that drives behaviors that create loyal Customer
experiences
DELIVERABLES
• The equivalent of 5-6 days of training, delivered over a two year period, with
• Administrated validation service solutions for GMP areas, initiating the Districts’ first offering of this kind teaming with corporate and CE districts successes
• Facilitated Design/Build/Negotiated Q Building Life Sciences project, closed $2.3M, validated, Apogee, extensive CE project, teaming with corporate CE support, District BDM’s, multiple branches and operations
• Strengthened Turner Construction relationship significantly
• Provided integrated BTS solutions of lab, critical environments, fire alarm, CCTV, utilities services
• Administrated validation service solutions for GMP areas, initiating the Districts’ first standardized offering of this kind, teaming with corporate and CE districts support staff
• Project team built high level of commissioning, company wide standards that can utilized and supported efficiently for future
• Strengthened Gilbain G.C. and Amersham world-wide relationship significantly for all segments of related Siemens divisional offerings
6/15/2011 William F. Middleton
Systems & Services Sales -
Business Development & Account
Management
Commercial Office
– John Hancock • Developed & sold business solutions: VAV DDC retrofit, full
time operator, chiller plant optimization, utility archive and management, stack effect study, System 600 upgrades, maintenance management
• Managed and administrated operations of (3) full time engineering/specialists within TSP
• Maintained account development goals, systems sales & extensive technical support program support with attractive margins retained
– 1603 Orrington PC, 333 Wacker, 900 North Michigan, Associate Center, United Methodist
6/15/2011 William F. Middleton
Systems & Services Sales -
Business Development & Account
Management Asset Management/Government
– Cook County Department of Facilities
• Negotiated new business proposition providing full time manager of system implementation services
• Database development of facilities assets over (40) buildings and O&M procedures directing (32) trade unions
• Facilitated off-site business strategy initiative with district, corporate engineering, product management, human resources and software partner
• Developed attached Asset Management business plan addressing requirements to pursue opportunity
6/15/2011 William F. Middleton
Systems & Services Sales -
Business Development & Account
Management Industrial
– Fel-Pro
• Team sold District’s first performance contract, $307K annual guaranteed savings, full time operations TSP
• Negotiated new business proposition providing full time manager of utility services within 3 year TSP
Healthcare– St. Francis Hospital
– Ravenswood Hospital
– Grant Hospital
Education– Evanston Township High School
– Fairview
6/15/2011 William F. Middleton
“STARS” Summary
Business Processes & Tool Sets
Business Development
“Salesmen of the Year” Award
Training & Performance Development
Initiative Strategic Accounts & Cross Selling
Award recipient – Sales Stimulation
6/15/2011 William F. Middleton
“STARS” – Business Processes &
Tool Sets
Strengths & Achievements– Navigator Frameworks &
Estimating Training, Worldwide Field resource, Best Practices Processes, Certification
Services Compliment– Tools, links, rollout, Best
Practices, e-business and online collaboration, certification, Global standardization, sustainability, CSC
Business Impact & Results– Service Growth
– Increased Customer Satisfaction
And Loyalty
– Value Creation
– Reduced Sales & Operations Costs
– Improved Quality
– Improved Sales & Ops Efficiency
– Effective Sales to Ops turnover
– Reduced delivery costs
– Increased customer/market exposure
– Remain competitive
– Be recognized as an Service Industry Innovator
– Lessen TSP cancellation
– Employee attract/retain/sustain
6/15/2011 William F. Middleton
“STARS” – Business
Development
Strengths & Achievements– Lab for Sales, Pharmaceutical
module - solutions sets integration, CE Business Plan, CE Business Unit member, see CE Development Path Presentation/ -presentation link
Services Compliment– CE Service!!! , CEBU service
participation, Sales & Ops Development/Training, Certification & Competency measures, Best Practices, e-business and online collaboration, toolsets, implementation of standards, market business tasking & measurement ISS, Solution Set/Top+ Service compliment, Teaming, CSC
– Selling services, sales & operations support, teaming, Service Group compliment, customer satisfaction, business development, market knowledge, financials, field recognition
Business Impact & Results– Service Growth
– Increased Customer Satisfaction/Loyalty
– Value Creation
– Reduced Sales & Operations Costs
– Improved Quality
– Improved Sales & Ops Efficiency
– Effective Sales to Ops turnover
– Reduced delivery costs
– Increased customer/market exposure
– Remain competitive
– Be recognized as an Service Industry Innovator
– Lessen TSP cancellation
– Employee attract/retain/sustain
6/15/2011 William F. Middleton
“STARS”- Training &
Performance Development
Strengths & Achievements– 3yr. Ed Svcs./Sales Training
Services Compliment– Development paths, Competency &
Certification, Customer Training TSP-Baseline/Competency/Business, Business Dev., Service Group compliment, Strategic Accounts, CE, Initiative Rollouts
Business Impact & Results– Service Growth
– Increased Customer Satisfaction/Loyalty
– Value Creation
– Reduced Sales & Operations Costs
– Improved Quality
– Improved Sales & Ops Efficiency
– Effective Sales to Ops turnover
– Reduced delivery costs
– Increased customer/market exposure
– Remain competitive
– Be recognized as an Service Industry Innovator
– Lessen TSP cancellation
– Employee attract/retain/sustain
6/15/2011 William F. Middleton
“STARS”
Strategic Accts.
Strengths & Achievements– Development & Facilitation of