Effective knowledge transfer through Salesforce
By Paul Field – C.O.O @ Improved Apps
‘The Infinite Sales Monkey Conundrum’
An infinite number of monkeys typing at random would eventually reproduce the works of Shakespeare. One might therefore imagine that, with an infinite number of average salespeople, at least one of them could achieve business-enhancing, target-trashing, customer–pleasing sales.
Both of these statements would appear to be truisms, but beware: The odds of any given monkey reproducing Shakespeare’s works are the same as 25,000,000 consecutive flips of a coin all resulting in tails. The other slight problem is that “infinite” is a number beyond the budgetary reach of most companies in their sales hiring policies.
Given the general but unfortunate perception that salespeople (in the UK much more so than in the US) are somewhere below tax collectors, estate agents and parking attendants in a hierarchy of “people you would like to spend time with”, it’s amazing that they ever manage to sell anything.
Salespeople make a key contribution to customer loyalty
It may come as some surprise then that a recent CEB survey of 2500 customers across various industries and geographies, revealed that 53% of customer loyalty is attributable to satisfaction with the sales process, as well as the way they were dealt with by sales representatives. Salespeople do clearly play an important role in matching the solution that they’re selling to the buyer’s needs. Furthermore, the relationship that they build at a personal level generally serves to define and inform the relationship between their respective companies.
The challenge therefore would appear to be to make more individuals within the sales force behave like those who are actually genuinely delivering and adding to customer satisfaction.
Sharing the know-how
So having now established that the work force is likely to remain a number rather less than infinity, and having ascertained that sales talents will always form a standard deviation curve, the problem resolves itself into being one of bringing the average performers up to the standard of the best.
Coaching is a great way of bridging the gap – this can be peer to peer coaching (that is by watching and learning from the best performers) or by sales management passing on their knowledge and experience to those in need. The only problem is that neither the top performing sales people nor sales management, are likely to have an excess of free time. So just how do we get the knowledge and experience that these people have and put it into the minds and hands of those that need it?
Before we look at an answer to this dilemma, it is worth taking a moment to revisit our monkey problem: A project in Paignton Zoo recently put a computer in a monkey enclosure to see how they got on. The monkeys typed five pages, mainly consisting of the letter “s”, and then promptly used the keyboard as a toilet!
A new approach to an old problem
Here at Improved Apps we believe we have solved the infinite monkey conundrum and provided a much better use for a keyboard! Our solutions are designed to transfer the expertise within the enterprise to those who need it…and you won’t need infinite resources to implement our solutions either.
But don’t take our word for it…Find out what our satisfied customers have to say about our solution, Improved Help, and how they are enjoying the benefits of effective knowledge transfer through salesforce.
And why not give us a call to discover how our tools will enable quick and easy knowledge transfer to up-skill, educate and ultimately drive the success of your sales personnel using Salesforce.
Paul Field – C.O.O @ Improved Apps