Building a Client Success Organization in Automotive
Business Challenge
This $8B entity had multiple disparate sales organizations operating with multiple disparate sales methodologies and 17 separate CRM instances. Product-focused sellers could offer a single slice of an automotive solution, but couldn’t coordinate to approach clients holistically, understand their issues and offer a single comprehensive solution.
This company needed a single go-to-market approach, which required building one sales organization using one common, consultative sales methodology that put clients’ needs first.
Symmetrics Group Approach
Our approach was to first assist the client in building a single sales organization for their top 220 accounts. We designed account team roles and responsibilities and worked with HR to build the new organization of 100+ individuals.
Next, we developed a new client engagement model that included a single common sales methodology which was built into a new common instance of Salesforce.com. We added processes and tools for account and territory planning, opportunity management, relationship growth, and consultative selling as well as processes for new sales managers.
Finally, we facilitated more than 30 account planning sessions so our client could gain traction with their most important customers immediately.
Results
The new Client Success dealer sales organization is currently driving revenues of approximately $950M, up from $750M at its inception 3 years earlier. Voice of the customer research indicates that most customers have a better understanding of the client’s entire solution portfolio and that their overall customer experience has improved.
COMPANY BACKGROUND
Our client is the largest single provider of technology solutions and services for automotive manufacturers and dealers. Their solutions span inventory acquisition & management, marketing, sales, CRM, and ownership & retention services. This organization grows primarily through acquisition and had historically allowed each acquired company’s sales force to operate independently.
MEET A TEAM MEMBER
CRUCIAL TO THEIR SUCCESS
Hope Eyre – Hope is a sales effectiveness expert who regularly works side by side with clients to transform their sales organizations and has helped numerous complex organizations rethink the way they serve their largest accounts.
The Multigenerational Sales Team
More effectively leverage talent across generations who think, sell, and buy in vastly different ways and overcome generational obstacles to drive improvements in both individual and organizational performance.
