Agile sales : delivering customer journeys of value and delight / authored by Brad Jeavons ; edited by Emily Jeavons.

Format:

Book

Author/Creator:

Jeavons, Brad, author.

Contributor:

Jeavons, Emily, editor.

Language:

English

Subjects (All):

Selling.

Physical Description:

1 online resource (xxxi, 170 pages) : illustrations

Edition:

1st ed.

Place of Publication:

New York, New York ; Abingdon, Oxon : Routledge, [2020]

Summary:

"The Agile philosophy has grown and achieved success initially through the Technology Design and Development teams of some of the world's largest organizations including Google, Netflix, and Microsoft. Recently, it has been adopted by the marketing departments of these organizations and others and new techniques are evolving for defining, engaging and providing customers amazing unique experiences. Sales teams are becoming disrupted by technology and the differentiated experiences marketing teams using Agile techniques are building for their customers online. Sales organizations have been looking for a way to avoid disruption and get back into the game with value. Agile is now starting to be adopted by sales teams, enabling these teams to revolutionize the way they engage customers with value and delighting experiences which result in greater value for the customer and themselves. This book outlines how Agile can help sales teams develop a culture of innovation focused on their customers. The book takes the reader through the customer buying journey (Agile technique) outlining tips and tricks that have come from Agile deployments within sales functions to help them get started. The key benefit for the reader is the introduction of a proven philosophy and techniques that will help them avoid disruption, elevate themselves from the commodity trap and achieve success again. The book provides the reader insights into how to achieve sustainable change using real life case examples. The reader will also gain enjoyment and delight through the stories told and case examples provided"-- Provided by publisher.

Contents:

Cover

Half Title

Title Page

Copyright Page

Dedication

Table of Contents

List of Figures

Figure I.1 Agile Sales

Figure 1.1 Pareto Principle and 80/20 Rule

Figure 1.2 Persona Map

Figure 1.3 Personal Map of Driven Bob

Figure 1.4 Customer Contextual Interview Form

Figure 1.5 Empathy Map

Figure 2.1 Catch Ball Process

Figure 3.1 Multi-Level RVMs

Figure 3.2 Scrum Board

Figure 3.3 Winson Group's Values and Behavior

Figure 3.4 Team Behavior Change Tracker

Figure 3.5 Burn-Up Watermelon Chart

Figure 3.6 Ingham's Daily Operations Review Board

Figure 3.7 Ingham's Action List

Figure 4.1 Quality Kanban Flow

Figure 4.2 Push-Based Production System Overburdened

Figure 4.3 Sales Pipeline

Figure 4.4 Pull-Bases Sales Opportunity Pipeline Using Kanban Approach

Figure 4.5 Sales Performance Bell Curve

Figure 4.6 Sales Opportunity Kanban Using Post-Its

Figure 4.7 Salesforce CRM Opportunity Kanban

Figure 5.1 Deming Cycle

Figure 5.2 Sprint Cycles

Figure 5.3 Sprint Kanban

Figure 5.4 Sprint Kanban Card

Figure 5.5 PICK Chart

Figure 5.6 5 Whys Root Cause Analysis

Figure 6.1 Change Pareto Principle Bell Curve

Figure 6.2 Time Management Matrix (Covey, 1989)

Figure 6.3 Front-Line Leader Standard Work Form

Figure 6.4 Coaching Process

Figure 7.1 The Customer's Journey

Figure 8.1 Sales Pipeline Cohort Chart

Figure 8.2 Key Elements for Understanding Your Customer

Figure 8.3 CameraPro's Visual Customer Journey

Figure 8.4 Customer Initial Perception

Figure 8.5 Touchpoint Comparison

Figure 8.6 Hard to Get Meeting Process

Figure 9.1 Formal Pre-Meeting Question Planning Template

Figure 9.2 Simple Bullet-Point-Checklist Approach

Figure 9.3 Deep-Dive Questioning Iceberg

Figure 9.4 5 Whys

Figure 10.1 Customer Journey Map, Signet.

Figure 10.2 Waterfall Chart

Figure 10.3 Commercial Storytelling

Figure 10.4 Hidden Costs of Poor Load Containment, Signet

Figure 10.5 Tertiary Optimization Results, Signet

Figure 10.6 Sales Excellence Maturity Index

Figure 10.7 Signet Process Optimization Program

Figure 10.8 Check-In Process

Figure 10.9 Handling Objections with Abundance

Figure 12.1 Financial Life Cycle

Figure 12.2 Kano Model

Foreword

Preface

Acknowledgments

About the Author

Introduction

1 Agile Sales Concept 1: Customer Understanding

The Pareto Principle

Living in Their Shoes

Tools for Understanding Your Customer More Deeply

The Persona Map

The Contextual Interview

The Empathy Map

Service Safari

Shadowing

Suggested Actions for Customer Understanding

2 Agile Sales Concept 2: Hoshin Kanri

Executive Level Plan

Divisional Team Plans

Department (Front-Line) Plans

Individual Plans

Lead and Lag Measures

Suggested Actions for Hoshin Kanri

3 Agile Sales Concept 3: Scrum

History of the Scrum

In Sales

Throughout the Entire Organization

How to Establish an RVM

Agenda for an RVM

Culture Building in an RVM

Strategy Execution in an RVM

Trend-Line Chart

Action Orientation in an RVM

Suggested Actions for Scrum

4 Agile Sales Concept 4: Kanban

Setting Up a Kanban Board for Sales Opportunities and Improvement Ideas

Determining Kanban Capacity/Volume

Suggested Actions for Kanban

5 Agile Sales Concept 5: Sprints

Sprints in Sales

Implementing Sprints

Prioritizing Sprints

Sprints for Challenging Opportunities and Out-of-Control Kanbans

Suggested Actions for Sprints

6 Agile Sales Concept 6: Leader Standard Work

Leading Change

Sustaining Constant Focus on Important, Not Urgent

Key Skills for Conducting Effective Leader Standard Work.

Embracing Early Adopters

Defining Behaviors and Leading Them

Creating the Right Environment

Develop Your Coaching Skills

Suggested Actions for Leader Standard Work

7 Agile Sales Concept 7: Sales Process Aligned to Your Customer's Buying Journey

8 Discovery

Step 1: Build Your Target Cohort

Step 2: Build a Foundation of Trust with Your Customer

The Importance of Empathy

Understanding and Relating to Customers

Step 3: Connecting with Abundance

Relatedness When Connecting

Multiple Touchpoints

The "Hard to Get Meeting Process"

Developing Your "Why You Want to Meet" Statement

Suggested Actions for "Discovery"

9 Research

What Answers Are Customers Looking For?

Asking the Right Questions, the Right Way

Question Planning

Elevate Your Conversations

Empathic Listening

Deep Dive on Key Topics

The 5 Whys or RCA

Suggested Actions for "Research"

10 Purchase

Simplify the "Purchase"

Limit Barriers to "Purchase"

Creating a Holistic, Agile Organization

Understand Your Internal Customers

Motivate the "Purchase"

How to Calculate Payback

How to Calculate ROI

Build Buying Tension through Commercial Storytelling

Quote Nashis, Not Apples

Leading the Journey to "Purchase"

The Sales Excellence Maturity Index

Sales Process Aligned to the Customer's Journey

Selling Toilet Paper with Value

Close with Abundance

Check-In

Handling Objections with Abundance

Suggested Actions for "Purchase"

11 Delivery

Collaborating to Achieve Excellence in "Delivery"

Collaborating with Internal Customers

Customer Collaboration - Co-creation

Surprise and Delight - The 3 Umbrella

Suggested Actions for "Delivery"

12 Devotion

Cyclical Value-Adding Customer Engagement Approach

Ongoing Surprise and Delight

Suggested Actions for "Devotion".

13 Leveraging

Leveraging Your Sales Process

Leveraging Customers

Leveraging People

Suggested Actions for Leveraging

Conclusion

Bibliography

Index.

Notes:

Description based on print version record.

ISBN:

1-000-05650-3

0-367-81691-1

9780367816919

OCLC:

1135091167