INDEX 3M , 340. B bandwidth of salespeople 132 7, 171, 189, 198

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1 INDEX 3M , 340 A ABC 131 account managers 14, 27, 49, 107, 151, 165, 184, 190, accounts see customers activity, sales 176 7, 232 3, 267 activity-based sales force sizing 242 5, , activity-based specialization 130 1, 137, 151 2, 161, 171 2, 179 see also roles added value 68, 90, 94, 120 bundled services 13, 20, 42, 76, 77 8 see also value creation strategy administration cost of 235 salespeople doing 25, 144, 151, 192 3, 232 3, 241, 373 advertising sales 4, 61 2, 79, 106, 108, 131, 280, 294, 325 agency selling 103 4, 112, 197 Agere 351 ALARIS Medical Systems 59 AlliedSignal 321 Amazon.com 57 America Online 12, 138, 140 American Hospital Supply 75 Amway 2, 91, 135 Apple Computers 19 application engineers 200 assessment processes 51, AstraZeneca 21 2, 353 AT&T 226 automobile/parts industry 90, 110, 111 Avon 2, 16 17, 35, 48, 91, 129 B bandwidth of salespeople 132 7, 171, 189, 198 Bank of America 142 banking see financial services benchmarking best practice 371 Bourns 105 Bracco Diagnostics 120 Brenton Banks 337 brokers, use of 36, 84 5, 115, 197 business-to-business selling 61, 74, 86, 88, 93, 104, 106, 190, 195, 207 Butterball 76 buying channel choice 104 decisions 72 3 orientation 89 process 55, 72, 88 9 roles 81, 83, 89 C Cahners Research 190 call capacity 241 call centers see telesales call frequency 253 Carbis Inc. 285 Cardinal Health Medical Products and Services 75 carryover of effort 96, 222 4, 237, 296 Celebrity Cruises 149 change acceleration in pace 5 complexity of 372 external and internal 6 7, external pressures of forces driving sales force 4 24, , framework for internal pressures of 20 4 management of 294 8, staff resistance to 32, 121, 143, 283, 284, , 352 4, 371 structures to facilitate/ hamper 143, 156, 166 7, timing of 22, , 372 see also restructuring channels 4, 43, 48, 95, , 193 6, 207, 241 choice of 39, , 278 9, 282 conflict 48, 78, 111 cost issues 49, 73 4 customer choice 111 different roles for 111 high-touch and low-touch hybrid 16, 111, 119, independent and owned new 7, 48 see also Internet, telesales for remotely located customers 74, shortening types 43, 48, use of variety 37, 39, 43, 48 9, 74, 92, 95, 102, 115 Charles Schwab chemicals sector 3, 19 20, 32, 91, 147, 242, 339 CIBA Vision 24, Cisco Systems 78, 122, 193, 335, 345 Citibank 13 14, 45 clothing sector 75, 103 Coloplast 359 commission see compensation commoditization 19, 23 communication with customers 2, 112, 120, 188, 230, 351 internal 21 2, 156 7, 175, 296, 348, 352 Compaq compensation issues 2, 10, 14, , 190, 224, 230 1, 235, 268, 283 4, 289, 291 2, 296 7, , 312, 326 7, 336, 345, commission 17, 26, 112, expansion-friendly schemes 300, 359 salary versus incentive pay 230, 284,

2 376 Index transitional 284, 300 1, 352, 355, 359 competition position of firm 90, 233 5, on price 6 response to changing strategy 90 1 competitors 6 7, 227, 228 changes in 18 Complete Guide to Accelerating Sales Force Performance xv computer industry 2, 15 16, 19, 62, 63, 65, 78, 88, 90, 100 1, 102, 105, 117, , 133 5, 172, 174, 193, 205, 335, 345, Computer Associates 366 confectionery sector 36, 113 construction sector 3, 294 consumer products 259, 293, 304 contact points 139, 321 see also channels control, span of 127, conversion rate 107 coordination and control , 175, 177, 271 cosmetics industry 2, 16 17, 35 6, 48, 69, 79, 80, 101 2, 109, 129, cost of buying 94 of disruption economic of salespeople 50, 251 investment in marketing 106 management of sales process 50, 116, 120, 167 8, 367 per contact in business markets 106 of relocation 295 saving measures 12, 73 5, 141, see also efficiency of sales force, various 3, 224, of sales force as proportion of sales 2 3, , 225, Costco 89 cross-selling 114, 139, 142, culture, corporate 93, 142 3, 286, 316, 345, 366 customer/customers assignment to salespeople 46, 51, 217 see also territory base, changes in , 356 behavior 61 3, 67 8, 227, 228, concentration 90 corporate 23 4, 142 (see also business to business) demand 335 dispersed 74, 109, 186, 189, 195, 197, 257, 279, 292 education/training 41, 72, 76, 91, 109, 200, 248 knowledge about 296, 351, lifetime value 97 major/key 11, 24, 30, 46, 84 5, 139, 147, 152, 190, 201, 213, , 232 3, 243, 271, 281, 297 8, 350, 361 needs 10 14, 48, 63, 82 5, 87 90, 104, 110, 118, 120 1, , 244 needs vs sales force size 45, 227 new 26, 96, 188, 202, 204 5, 232 3, 320 offering 40 2, 48, 72 8, 84, 94, 127, ownership , 145 potential see potential of customers profile 61 relationship management (CRM) 89, 158, 217, 321 relationship with sales people 2, 11 12, 31, 51, 112, 118, 186, 229, 239, 283, 293, 294 5, 298, retention activities 82, 188, 209 sales structure based on 11, 27 31, 137, 142, 180, 281 satisfaction rating 7, 209 segmentation 28, 40 2, 48, 55 71, 145, criteria for 60 65, 110 two approaches 66 7 size 36, 82 5, 92, 110, 130, 147, 189, 201 2, 313 small 13, 38, 83 5, 147, 152, 186 support 4, 43, 89, 91, targeting information 359 validation of sales force size by 268 vulnerability 59, 68 customization of products/offerings 2, 48, 62, 76, 83 4, 90, CV Therapeutics 366 D data analysis of customer 66, 261 sources of 71, 244, 254 7, 293 4, 305 decision making, level for 30 1, 37 delivery sector 23, 77 delivery issues 76 Dell 15 16, 19, 62, 78, demographic issues 8, 61, deregulation of utilities 17, 94, 114 design of sales force holistic view 47 8 key questions 37 process for see also restructuring, structure direct mail 107 8, 195 direct sales force direct selling 2, 16 17, 35, 48, 91, 102, 243, 271 Disney 207 disruption, management of 283, 286, distribution 11, 22, 47, 102, 105, 112, 362, 363 downsizing see size E Ecast 122 education sector 57 8, 60, 65, 67, 68 effectiveness initiatives 187, 190 1, 338, 341 efficiencies 26, 47, 73, 95, 115, 187 and effectiveness trade-off 85, 105 8, 137, through using indirect sales

3 Index 377 in production and materials acquisition 73 electronics sector 3, 105 Elf Lubricants emarketer 121 end-user specialists 207 energy sector 17 18, 94 environment company 93 country and industry 93 4, 364 economic, impact on sales forces 7, 15 18, 92 3, 227, 228, sales 223, 227 F Fairchild Semiconductor 200 FedEx 63 financial services sector 2 3, 12 14, 37, 45, 65, 73, 84 5, 142, 228, 337, 351 financial specialist support to sales 4 financial assessment/validation of sales force size 235 7, FleetBoston Financial 142 food and drink sector 36, 46, 76, 89, 117, 142, 144, franchises 103 G GE Medical Systems 72 gemba, going to the General Mills 117 geographic concentration method of sales force sizing issues 13 14, 46, 198, 278, 292 reporting see also territory Giftcorp 193 global account management 14 globalization 13, 73, 203 4, go-to-market strategy 43 4, 48, , 218, 338, 368 reassessment of 123 goal, sales 211, 245 6, 323, 346 see also objectives Google.com 57 Grainger 131 Hanna Andersson 75 health and beauty aids 79 80, 102, 136, 154 5, 294, 359 see also cosmetics Herman Miller 123 Hershey Foods 36 Hewlett Packard 141, hiring of sales personnel 18, 116, 117, 129, 212, 224, 283, 288, 312, 326 8, 331, 356 7, 365, 369 Hollister 136 Honeywell 321 hub and spoke design hunters and farmers 130, 139, 204 5, I IBM 105, 133 5, 141, 161 implementation issues 27 31, 51, 178, 282, incentives see compensation indirect sales 19, 30, , 207 industrial products 64, 65, 115 information available to customers 12, 83, 122, 188 gathering, as sales force role 2, 244 services sector 88 systems for sales support 28, 32, 129, 369 Initiate Systems 360 insurance industry 2, 65, 115, 118 Intel 86 interest creation 80 1, 83 see also lead generation International Paper 26, 152 Internet as information resource 193 as sales medium 4 5, 15 17, 23, 47, 48, 108, 119, 121 2, 152 service suppliers 78 tool for salespeople 15 Iron Mountain 364 IVAC Medical Systems 59, 60, 63, 67 J job sharing 208 K key accounts see customers, major/key Kinko s 23 4 Kraft 201 L Laird Plastics 93 Land s End 103 launches, new product 205 6, 217, 263 4, , timing see also product, new; strike force lead generation 18, 151, 248 leisure products 77, 122, 149 Linde Gas Therapeutics 339 Lucent Technologies 147, 336 M management allies map of change of disruption 294 8, effectiveness 328 levels of local and central roles of sales forces 26, 128 9, , 283 5, 301 8, , selling by time requirement see also implementation issues MAPS margin of contribution 92, 291 margin leverage market-based approach to sales force sizing , 267 marketing coordination with sales , validation of sales force size markets changes in 227, characteristics 90 1 labor 18 new 7, 23, 95 6, 114, 123, 363 segmentation 40, 55 71, 145 7, 171, specialization see specialization volatility 325 Marriott Vacation Club 331 Mars 36 measurement ,

4 378 Index of alignment criteria of customer potential see potential medical products 5, 22 3, 26 7, 41, 59, 61 2, 67 9, 72, 75, 113, 116, 118, 120, 129, 140, 148, 161, 200, 207, 247 8, 287, 288, 339 see also pharmaceuticals Medtronic 5 6, 287 mechandisers/merchandising 79, 151, 259, 272 3, 293 mergers of sales forces 6, 21 2, 285 6, 345, 353, 358, Microsoft 86, 138 9, 154 morale , 268, 277, 291 motivation 32, 136, 361, N negotiation in sales process 90 newspaper industry 25 6, 42, 65, 81 2, 325 NewStar Media 115 New York Times 325 Nextel 130 Northwestern Mutual Insurance 118 not-for-profit sector 63, 192, 194, Novartis Group 333 O objectives, company 138 9, 341 see also goals office equipment sector 27 31, 43 4, 65, 69, 113 see also computer industry office products sector 92, 95 6, 100 1, 123, 152, 185 6, 194, 279, 294 online delivery 42 Oracle 152, 195 ordering systems 76 organization charts 44, 128 9, , 164, see also structure of sales forces outsourcing of sales forces P packaging industry 8 9 Pareto Principle 184, 350 partnerships channel 111 customer supplier 76 with indirect sales force 113 joint supplier 104, 105 supplier retailer 11, 103 synergy through 114 pay see compensation Pepperidge Farm performance frontier 8 9, management measures 14, 319 personal selling Pfizer 197 pharmaceuticals sector 2 3, 9 10, 21 2, 57 8, 60, 65, 68 9, 92, 114, 150, 158, 166, 172 3, 197, 198, 206, 229, 234, 261, 290, 294, 298, 337, 350, 353, 366 pipeline method for sales force sizing , 260 PlaceWare 226 post-purchase activities 43, 81 3, 187, potential of customers 59, 63 4, 68, 95, 110, 257, 270, 272, 275 7, 306, 332 high 74 5, 93, 253 low 74, 93, 241, 253, 257 measurement of territory see territory pre-purchase activities 43, 81, 83, 189, 195 presentations, sales 15, 123 price competition 6 pricing strategy 72 processes and systems to support sales 355 Procter & Gamble (P&G) 11 12, 26, 74, 86, 94, 103, 142, 147, 207 product specialists 4, 23, 27, 30, 36, 37, 49,148 50, 185 6, 199 productivity 10, 272, drivers of , 322 3, , 335, , enhancement initiatives 227, 228 products characteristics affecting sales process 91 2, 109, 135 configuration 4, 109, 141 difficult to sell 189 diversity of 7, 24, 91, 129, maturity 92, 109 management 266 new 24, 95 6, 139, 205 6, 217, 263 4, 266 7, , 334 5, 350, 363 offering 42, 48, 153 see also customer offering portfolio 136, 189, 290 positioning conflicts 114 size 91 strategically important 141, 220 profit maximization 50, 95, 224 5, 235 7, 240, 267, 291 promotions 152, proposals, customer 15, 84, 260 Q quality control 76 quick checks R R. J. Reynolds Rapid Coat 313 redundancies 285 6, regulatory issues 94, 361 relocation 295 reporting relationships 37, 45, 126 7, , 177, 295 geographical integrated matrix 45, separate responsibilities, assignment 46 see also territory assignment results, company 319 restructuring of sales force 27 32, 107, 138, 141, 170, 178, 280 2, 358, times between 47 triggers for 138 9, , see also change, structure retail sales 3, 11, 35 6, 74, 79, 103, 109, 112, 123, 259 Revlon 35 6 risk factors 92, , 181, 216, Roche Diagnostics 129 role of salespeople 2 4, 37, 49 50, 84, 112, 120 1, 126 7, 131, 176 7, ,

5 Index , 242 5, 316, 319, 320, effectiveness-oriented , efficiency-oriented of managers metrics for need to redefine 187 types of 188, 190 Royal Caribbean International 149 S sales break-even forecasts/projections 250, 261 growth potentials 97 per salesperson sales assistants 9, 25 6, 152, 188, 189, 191, 192 sales force activity measurement see measurement complacency 7, 25, 329 cost see cost decline 7 dedicated 141 direct or indirect effort as driver of sales 221 4, 252 internally focused 241 mergers see mergers of sales forces new , 287 9, 358, needs for 363; timing for creation 365 realignment see restructuring, territory size see size splitting 136 see also team organization Sales Force Monitor Sales Force Performance Scorecard 318, Sales Force Productivity Framework , 330 sales process 42 3, competitive advantage through components of 79 82, 119 coordination with other company activities 116 design factors influencing length 352 transactional, consultative and enterprise 86 value creation in 77 8, 94 5 salespeople activity specialization 130 1, 137, 151 2, 161, 171 2, 179 bandwidth see bandwidth career paths 186 change in personnel 31 2, 280, 297, 350 1, , 362 generalist 144 5, 154, , 185, 188 9, generalist versus specialist 8, 36, 37, 49, 100 1, 108, 131 2, 144, 173 4, 185 6, 368, 370 independent 188, number in United States 2 organization see structure of sales forces, team organization part-time 196 7, 293 performance 269, product knowledge vs selling skills 22 quality 116 resistance to change see change retention 25, 197, 323, 347 roles see roles of salespeople skills/capabilities 9, 18, 22 3, 319 as solutions providers 20 specialists 126, , , 163, 185 6, 190 too many, irritating customers 140, 229, 234 top-performing 32, 121, 284, 285, 330 2, 352 types of specialization sales response modeling 260, Sam s Club 89 SAP SBC Communications 206 scenario analysis Schlumberger 88 SCP Pool 77 Sear s 103 seasonality 92 segmentation see customers, market selling styles 86 services sector 3, 145, 162 3, 200, 205, 226, 364 services as adjunct to sales 26, 62 3, 76, 161, share of voice 19, 233, 265, 267, 356 shareholder viewpoint 7, Shell Energy 17 18, 114 Siebel 104 size of sales force 37, 45, 127, change in size 4, 24, 50, 96, 268, 282 5, 288 9, contribution of alternative downsizing 19, 21, 115, 268, 284 5, 308, 336, 356, 358, 360 2, methods to assess 45, of largest sales forces 2 pay as you go strategy and profitability too large , 236 too small 226 7, 230, 236 workload see workload software for sales force alignment 48, software industry 37, 69, 104, 111, 122, 133 4, , 152 3, 154, 194, 200, 360 SonoSite 22 3, 116, 200 specialization strategies 171 2, 185 6, activity-based 130 1, 137, 151 2, hybrid 152 6, 163 market-based 145 7, 173, , 200 product-based , , 199 stakeholders 348, validation by 238, strategy, company 7, 227, 228, go-to-market see go-tomarket shifts in 20 4 strategy, sales xv, 40 4, 53 97, 136 7, 364 competitive 90 1 focused 95

6 380 Index lowest price and value creation 72 8 major activities 54 profit maximizing see profit maximization stress, sources of 344 5, strike force structure of sales forces 26, 44 5, , , coordination and control in 26 7, elements of five step process for determining restructuring see restructuring within design process 128 see also team organization T Takeda 114 target return per call 250 2, team organization 11, 13, 20, 37, 49, 102, 167, 212, 325, 337, 362 by activity 46, 130 1, 137, by customer type 11, 27 31, 36, 46, 145 7, 281, 372 geographical 13 14, 46 by market 20, 145 7, 173, 370 by product category 11, 27, 46, , 158, 173, 281, 370 vertical 11, , 154 team selling approach 38 technical support 27, 117, 161, 165, 194, technology, impact on selling process 4, 15, 57, 75, 78, 88, 121 3, 208 telechannels telecommunications impact on selling process 4, 15 sector 38, 130, 147, 172, 174, 200, 226, 336 telemarketing 194, 262 telesales 4, 15 16, 43, 49, 74, 84 5, 106, 108, 120, 152, 187 8, 193 6, 219, 362 regulations 6 Teradyne 117 territory, sales 9, 46, 49, 144, 257 9, 262 alignment 10, 92, 253, (audit questions 309; criteria for 291 4; software for 304 8) assignment 46, 51, 117, 127, holding 286 new personnel matching to 308 9, 361 potential of 8, 275 6, 288, 291 2, 309, 325, 331, 332 size 9, 132, 188 9, 198, 262 3, 285, 361 splitting , 231, synced or mirrored vacant 222 3, 275, 309 see also team organization time allocation 10, 25, 41, 50, , 312, 328, 361 time interval for reviewing go-to-market strategy 123 for reviewing sales force design 47 tire manufacturing 153 trade shows 106, 109 training for customers 72, 76, 91, 109, 121, 200 for salespeople 5, 24, 25, 28, 116, 217, 312, 320, 331, 335, 336, 353 travel cost/time 12, 20, 25, 26, 49, 188, 230 3, 257, 272, 278 9, 292 trust 63 4 Tupperware 91 U United Parcel Service (UPS) 23, 77, 91 Universal Technical Institute (UTI) 57 8, 60, 61, 67, 68, V vacation sector 149, 207, 331 value added see added value value-added resellers (VARs) 112 value creation strategy 72 3, 75 8, 94 5 Varco International 113 W W. L. Gore 143 W. W. Grainger Wal-Mart 74, 86, 94, 117, 142, 184 Watlow Electric Manufacturing Co. 109 web sites 15 17, 76 as information resource 120, 193 order tracking via 16, 77, 91, 111 see also Internet wholesaling 3, 36, 103, 112 win-back specialists 206 workload average 240 change-related size/adequacy 45 6, 51, 136, 147, 167, 273 4, 282, 290, 291 related to sales force size 226, 230, 240 X Xerox 27 32, 113, 200, 208, 282, 344, 369, 370 Z ZS Associates xix, 305 6