At Arizona State University’s Center for Services Leadership annual Symposium, The INSIGHT Group led two well attended sessions. Attendees provided feedback on a self assessment questionnaire at the beginning of each session. The participants were ‘self-selected’ and the insights provided are revealing.
What are challenges for Selling Value-Added Services and Solutions?
The statements that the group answered most positively with either ‘agree’ or ‘strongly agree’ responses were:
Conversely, the statements with the most significant gap or lowest ‘agree’ or ‘strongly agree’ were:
The survey results show that the attendees firms have dedicated services and solution business development (services sales) teams in place with a solid sales coverage model that includes account relationship management. Yet more work is required to help these teams develop and replicate ‘first of a kind’ offerings and to implement a sales plan that leverages services / solutions sales and strategic accounts.
Below is a chart with the group’s full Services / Solutions Readiness self assessment responses.
|1. A sales coverage model is in place that supports account relationship management and services/solutions business development.||20%||43%||30%||8%||3.0|
|2. We have dedicated business development (service/solutions sales) teams in place.
|3. The business development teams are trained and proficient in consultative selling.||13%||29%||42%||16%||2.4|
|4. Our services/solutions sales plan leverages a services/solutions specific strategic account program.||8%||29%||45%||18%||2.3|
|5.Account managers and Service practice leaders have deep understanding of the customer’s industry and the top services needs and solutions.||13%||31%||56%||10%||2.7|
|6. Key services delivery professionals are involved in the selling process.||8%||51%||26%||15%||2.6|
|7. Compensation and incentive programs are in place that focus on rewarding individuals and teams for selling valued services and business solutions contracts.||5%||37%||34%||24%||2.3|
|8. We have common documented processes for sales engagement/deal making with clear roles and responsibilities.||5%||38%||41%||15%||2.5|
|9.We have common documented processes for identifying, selling and rolling out multiple mass customized ‘first of a kind’ services offerings.||5%||23%||50%||23%||2.3|
*The above scale ranged from a 4 for “Strongly Agree” to a 1 for “Strongly Disagree”. The Analysis is based on a total of 40 respondents with a total average score of 21.1 out of a possible 36.
How does your assessment of your company compare with these results?