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Conference 7.286::digital

Title:The Digital way of working
Moderator:QUARK::LIONELON
Created:Fri Feb 14 1986
Last Modified:Fri Jun 06 1997
Last Successful Update:Fri Jun 06 1997
Number of topics:5321
Total number of notes:139771

3082.0. "Closing Rank" by CSOA1::STUTSON () Thu May 19 1994 15:59

    Imagine you work for a large computer mfg and systems integrator
    and you have uncovered a potentially lucrative opportunity.  Your
    client didn't know you could delivery such a service (sound familiar)
    and has invited you to tell your story.   So...you march over to your
    reference account  database and do a search on certain keywords
    for product, consulting, etc..  It works for about 30 seconds and comes
    back with a list if 20 companies.  You then review these wins that 
    show the customer problem, solution, return on investment, etc. etc.
    Every win report has a fixed format.  You pick the top three and within
    a couple hours are ready to demonstrate a real track record with your
    customer.   The customer is so impressed with what you have done for
    other client's bottom lines that he invites you to get billable on
    a phase I study of  their problem.  This is sales, 101.  
    
    At most companies, it is MANDATORY to submit win and loss reports that
    are entered into the system in a fixed format.  At Digital, its
    strictly optional.  To accomplish the above would take several days of 
    phone calls to reps, industry specialists and product managers.  In fact, 
    we are now offering monetary incentives to persuade people to
    submitt references.    This is ludicrous!  A win/loss database should be 
    considered a strategically vital tool of a company with our mission.     
    
    Why not inject some discipline into our system by making this mandatory
    and tracked?  Digital has always been weak (getting better) about
    closing rank and leveraging its past successes to win new business.
    I'm sure this would also help morale in the company if people could
    see some of the imspiring wins that would otherwise go unnoticed.
    
    DS
T.RTitleUserPersonal
Name		DateLines
3082.1VTXDRAWRS::DEVIrecycled stardustThu May 19 1994 16:307
    I just checked through the VTX Integrated Repository infobase, keyword
    IR, and you can find Customer Testimonials, Reference accounts, and
    Wins.
    
    All of this information has been available through VTX for years.
    
    Gita
3082.2Talk to the Knowledge AquiferBOSDCC::CRONKThu May 19 1994 16:3910
    Interesting thought process.  If it is win information you want, what
    better time to collect it - when you win.  For years we have required
    certain information with all orders.  Access to that information is not
    used to the best of my knowledge.  Instead we seem to want to create
    another admin. practice for Sales Reps.  As for losses.  It's usually
    marketing, product management, etc. that can make best use of this
    data.  If there engaged with live prospects, supporting active sales
    activity, the support person will have the reason for loss data and be
    able to record it.  Talk to the Knowledge Aquifer they may be able to
    help you.
3082.3Hit and MissCSOA1::STUTSONThu May 19 1994 17:5418
    re: .1
    
    Yes, information is available but its hit and miss.  The only way 
    data makes it to the Integrated Repository (to the best of my
    knowledge) is by the good will of those interested enough to submitt
    it.   Therfore, a lot of very important wins may never make it to 
    the repository.  This is why you see all these 911 All-in-1 mails
    asking (pleading) for a reference account on XYZ topic.
    
    Some of my closest friends work for SAIC and EDS.  They get sent to 
    the dungeon if very well written reports are not entered into their
    databases after a succesful win/delivery.   It's not optional.  
    Their managment is dedicated to making sure references are current and 
    effective.  Ours is not.  
    
    DS
3082.4Who do?ANGLIN::ROGERSSometimes you just gotta play hurtFri May 20 1994 16:575
    Re:  .2
    
    
    What support person?  You mean sales support?  Getting scarcer than
    hen's teeth.
3082.5References are my businessA1VAX::BOSEPM::COXTue May 31 1994 16:2231
    
    
    I, too, wish that it was mandatory to have Sales and Sales support submit
    Win and Reference information to the database.
    
    Part of my job is to submit the information you see on VTX IR References 
    and getting this information from the field can be a very painstaking 
    operation.  I totally rely on Sales to give me the information you see 
    on the database and their response is not always the best.
    
    Some Sales people have been terrific and give me all the information I 
    need, unfortnately, this is only half of those I contact. 
    
    The other half either ignore my requests, don't return my phone calls or 
    tell me they don't have time to fill out my silly reference forms. Of 
    course, these are the same people who call me looking for references and 
    can't understand why I don't have the information they need!
    
    I understand that revenue is a top prority right now and Sales does not
    have much time, however, references are important in the selling process 
    and sometimes without a reference there is no sale.  Our competition 
    (Novell, IBM, HP etc...) have a good handle on referencing and if 
    Digital wants to stay competitive we have to also.  
    
    The word needs to reach those in charge that reference selling is hot and 
    the only way to get a customer to reference is with Sales leading the way.
    
    Just my opinion.
    Alexis