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© 2009 The Corporate Executive Board Company. This document may not be reproduced or redistributed without the expressed permission of the Corporate Executive Board Company.
The Integrated Sales Executive Council has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the Integrated Sales Executive
All Rights Reserved. Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Integrated Sales Executive Council is not engaged in rendering legal, accounting, or other professional services. Its reports
should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither the Corporate Executive Board nor its
programs are responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by the Integrated Sales Executive Council or its sources, or b) reliance upon any recommendation
made by the Integrated Sales Executive Council.
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© 2009 The Corporate Executive Board Company. This document may not be reproduced or redistributed without the expressed permission of the Corporate Executive Board Company.
The Integrated Sales Executive Council has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the Integrated Sales Executive Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Integrated Sales
All Rights Reserved. Executive Council is not engaged in rendering legal, accounting, or other professional services. Its reports should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither the Corporate Executive Board nor its programs are
responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by the Integrated Sales Executive Council or its sources, or b) reliance upon any recommendation made by the Integrated Sales Executive Council.
Sales Executive Council Creative Solutions Group
Lead Consultants Senior Graphic Design Specialist
Mary Detterick John Gendreau
Arren Spence
Sales Executive Council Contributing Designers
www.sec.executiveboard.com Contributing Consultants Michelle Aldrich
Shauna Ferguson Erin O’Donnell
Washington, D.C. Hadley Heffernan
Telephone: +1-571-303-3000 Andrew Kent Senior Publications Editor
Fax: +1-571-303-3100 Jessica Pitts Kevin Mullooly
Chicago Julie Verry
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Definition of Coaching
1 2 3
“…ongoing…” “…dynamic…” “…job-embedded…”
Coaching is not a single event or even a series of Coaching evolves over Unlike training, coaching is integrated real
events, but a focused, continuous improvement time as coachee needs and time with day-to-day workflow and directly
effort. Coachees never “graduate.” sales situations change. relevant to actual business situations.
4 5 6
“…sales manager…” “…diagnose…specific to that individual.” “…behaviors…”
Training While managers may offload some Coaching is completely customized to the Coaching is primarily about the
coaching to others (e.g., specialists, peers), individual. It targets only relevant and pressing application, not the acquisition, of
they do not relinquish responsibility for needs and is tailored to coachee’s specific skills and knowledge. It is concerned
overall coachee development. personality. with doing, not simply knowing.
97%
“We first launched our coaching efforts in our inside sales
group and saw an immediate $90/hour ($3,600/week/rep)
impact.”
EVP, Sales and Operations
90% Hospitality Company
n = 2,600.
107%
+8%
99%
Proportion 30% ● ■ ● ■
of Reps
Population Scoring Population Scoring
Coaching Effectiveness Coaching Effectiveness
in the Bottom Third in the Top Third
Performance improvements are
● ■ ● ■
likely to be marginal at either end
of the performance spectrum.
● ■ ● ■
10%
0.0 0.5 1.0 Key Takeaway
Bottom 10% Median Top 10%
(Equivalent to < 60% of Goal) (Equivalent to ~100% of Goal) (Equivalent to > 140% Coach the core for performance
of Goal)
and the stars for retention.
Relative Sales Performance*
* To account for different distributions depending on sales context, gap-to-goal numbers were converted to deciles. Source: Sales Executive Council research.
This document may not be reproduced or redistributed without the expressed permission of the Corporate Executive Board Company.
The Integrated Sales Executive Council has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the Integrated Sales Executive Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Integrated Sales
Executive Council is not engaged in rendering legal, accounting, or other professional services. Its reports should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither the Corporate Executive Board nor its programs are
responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by the Integrated Sales Executive Council or its sources, or b) reliance upon any recommendation made by the Integrated Sales Executive Council.
6
Watch Your Step
“Land Mines” on the Path to High-Quality Coaching
Ensure Coach
Recognize Train Incumbents Provide Coaches
Create Sufficient and Coachee Measure and World-Class
Coaching in (and Precertify with Tools and
Time/Capacity for Share Common Reward High- Coaching
Is Key Lever to New Hires for) Guidance to Drive
Coaching Understanding Quality Coaching Program
Boost Performance Coaching Skills Coaching Sessions
of Coaching
This document may not be reproduced or redistributed without the expressed permission of the Corporate Executive Board Company.
Source: Sales Executive Council research.
The Integrated Sales Executive Council has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the Integrated Sales Executive Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Integrated Sales
Executive Council is not engaged in rendering legal, accounting, or other professional services. Its reports should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither the Corporate Executive Board nor its programs are
responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by the Integrated Sales Executive Council or its sources, or b) reliance upon any recommendation made by the Integrated Sales Executive Council.
7
Boosting Sales Coaching Quality
Aligning Coaching Strategy to Individual and Business Needs
I. II. III.
Establishing a No-Exceptions Limiting Coaching Sustaining Focus
Threshold of Coaching Skill to Highest-Value Activities on Coaching Quality
Upskilling Incumbent Managers Reinforcing High-Performance Behaviors Expanding Coaching Beyond the Line
#1 Closed-Loop Coaching Development Process #3 Stage-Aligned Coaching Road Maps #5 Multilevel Coaching Framework
A simulation-based training program, accompanied by tailored Process-embedded coaching guidelines help managers surface Quarterly coaching sessions extend up and down the
in-field coaching support, ensures baseline coaching capability immediate development needs in the context of opportunity organization, ensuring focused coaching at each level
in management force. management. and overall alignment with corporate strategy.
p. 24 p. 46 p. 66
#2 Tiered Coaching Accreditation Program #4 Dynamic Coaching Content Toolkit #6 Senior Executive Assessment Panel
Managers are stratified by the level of demonstrated coaching A field-accessible coaching toolkit enables managers to efficiently Sales leadership panels conduct qualitative territory and team
proficiency and incentized to pursue ongoing improvement. and effectively diagnose rep capabilities, prioritize needs, and build development reviews with each FLSM, creating manager
customized coaching plans. accountability for executing thoughtful team coaching
strategies.
p. 35 p. 53 p. 79
Appendix
*
* Pseudonym.
This document may not be reproduced or redistributed without the expressed permission of the Corporate Executive Board Company.
The Integrated Sales Executive Council has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the Integrated Sales Executive Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Integrated Sales
Executive Council is not engaged in rendering legal, accounting, or other professional services. Its reports should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither the Corporate Executive Board nor its programs are
responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by the Integrated Sales Executive Council or its sources, or b) reliance upon any recommendation made by the Integrated Sales Executive Council.
8
SALES, MARKETING, AND COMMUNICATIONS PRACTICE
INTEGRATED SALES EXECUTIVE COUNCIL
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© 2009 The Corporate Executive Board Company. This document may not be reproduced or redistributed without the expressed permission of the Corporate Executive Board Company.
The Integrated Sales Executive Council has worked to ensure the accuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and the Integrated Sales Executive
All Rights Reserved. Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Integrated Sales Executive Council is not engaged in rendering legal, accounting, or other professional services. Its reports
should not be construed as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither the Corporate Executive Board nor its
programs are responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by the Integrated Sales Executive Council or its sources, or b) reliance upon any recommendation
made by the Integrated Sales Executive Council.