Sales Force Effectiveness ¹¹

Excellence in execution will determine the companies which prosper in today’s fast moving market place. Being able to assist your team in scheduling their calls across the entire cycle gives you the edge.

Need to see all your A grade customers in the first week of the cycle? Or tie into promotional activity?

FieldForce Planning’s Cycle Planner builds customised cycle plans for each sales territory. The results can be easily integrated into your existing sales automation software, or provided in numerous flexible formats. The results can be output to Google Maps or provided as vcal files for integration in Outlook diaries. A truly flexible solution providing efficient call cycles across the whole of you team. Drive out costs and spend more time with your customers – selling!

Calling on a store too many times is almost as bad as calling on it not enough. The problem is what is the appropriate call frequency for each sales call?

FieldForce Planning’s Frequency Analysis combines your existing sales and call history with our sales potential data and expertise. Our analytical tools uncover trends in your sales data and derive an optimum call frequency for each customer. We then work with you to align this to your sales process map and product cycle.

The result is a tailored call frequency for each customer. Customers which have been over serviced are managed and those under served identified and the team refocussed. Precious sales time is no longer wasted.

Finding new sales leads is essential to growing your business. Sending reps into the field armed only with a telephone directory is no longer an option!

FieldForce Planning’s Gap List gives you the names and addresses of businesses which are most similar to your existing customers. The data is sourced from Retail Locations – the industry’s leading data supplier. Continually researched the database is used by many of Australia’s largest and most successful businesses.

Your existing customer base is comprehensively matched against the Retail Locations universe. You receive back selected records which aren’t your customers at present but who share their key characteristics. The listings can be generated by your sales territories and provided in spreadsheet format for easy manipulation and dissemination. Maps are also available.

The result is a tightly targeted and focussed prospecting effort!

It is vitally important to see where you stand. Fieldforce Planning’s BenchMark gives you a 360 degree view of your sales effort. In depth analysis of your sales calls, prospects, sales territories and cycle plans measure your performance.

Getting the mix of sales roles right is often one of the most important pieces of the sales puzzle.

FieldForce Planning’s Team Builder allows you to test different configurations of sales teams and see their likely impact on sales and costs.

This in depth project digs deep into your sales effort and levers the massive datasets at FieldForce Planning’s disposal. These, together with your own customer and sales data, allow you to explore all the options before they hit the ground.

This is an invaluable tool to any sales team facing changes in their market; from new products and regulatory changes to increases in award rates and petrol prices.

Inefficient Territories waste your sales team’s time and stop you from realising your business’ true potential. Often simple changes reduce the amount of driving a rep has to do by over 17% .

FieldForce Planning’s Territory Cutter is a combination of software and expertise which gives you a competitive edge. Territories are built using your own customer data enhanced with FieldForce Planning’s unique datasets. The results are territories which are flexible enough to be truly workable while efficient enough to drive out excess travel allowing your team to concentrate on doing what they do best – sell!

Territories can be “fixed” around existing locations or allowed to float to the optimal locations. Not all territories have to be equal: part timers and full timers can be accommodated with ease.

FieldForce Planning’s territory cutter process ensures a successful implementation for you to reap the benefits.

We all have from time to time an under performing territory in need of resuscitation. FieldForce Planning can provide a jump start.

By taking your existing customers in the territory and running them through the FieldForce Planning Territory System we can provide you with:



Call cycle plan to visit each existing customer an appropriate number of times a cycle
Maps showing day by day cycle, plug in itineraries fro industry standard gps units
Prospect lists to grow sales
List of existing accounts with growth potential
List of “maxed out” existing accounts
Sales Action Plan
Updates for the length of our agreement

Benchmarking sits at the core of who Blackdot are, and what we do. We believe that you can’t improve what you don’t measure.
As sales leaders, you are tasked with a diverse range of responsibilities and target pressures that leave you asking a number of key questions:

Convert new opportunities and address significant performance gaps: Drive and expedite a sales transformation that creates new or better exploits existing sources of sustainable competitive advantage
Better identify sources of competitive advantage: Crystallise what immediate and long term success looks like and build consensus around your strategic priorities
Build an Army of True Believers™: Create more True Believers™ – sales leaders and frontline staff who follow the organisation’s sales process and who believe it actually enables them to sell more

Most businesses inherently appreciate the importance of the customer. Very few organisations, however, manage their customer assets well. For example, the global benchmark in customer best practice, SCHEMA™, is currently averaging around 35%.
How well does your organisation manage the acquisition of new customers to ensure the "best" customers, with highest lifetime value, are acquired over lower value (LTV) customers? What is your customer retention rate, and how can it be improved? Do you have a large share-of-customer in your existing customer base?
Customer Connect Australia has specialised in tackling these issues over the last decade or so, across a wide range of businesses including telecommunications, financial services, consumer goods and high technology.

Customer / Stakeholder strategy is a key part of organisation strategy. In customer-centric organisations, one of the first strategic steps is to decide which customers / stakeholders we are going to serve, with what value proposition(s). This then guides subsequent strategic decisions such as product / service offerings, geographic locations, employment and skill development.
Other aspects to strategy include segmentation, customer lifecycle management and engagement strategies.

Customer performance is central to organisation performance. Organisations do things that lead to good or bad customer experiences. These in turn lead to customer outcomes such as acquisition, retention and share of wallet which in turn determine overall organisation performance.
Managing customer performance requires the development and implementation of the right measures. It's no use implementing an advocacy measure such as Net Promoter Score if you are in an industry which customer's typically won't recommend!
Customer Connect Australia specialises in the development and implementation of measurement frameworks that optimise the usefullness to the organisation with real, actionable measure linked to strategic outcomes. These include retention, share of customer, loyalty, advocacy, identification, effort and preference.

Managing customers and stakeholders effectively takes more than just good intentions and good luck. High-performing organisations recognise that customer capabilities must be constantly assessed, developed and improved in order to acquire, retain and grow high-value customers.
Whilst other organisational capabilities, such as managing accounts or inventory, have an established framework of best practice, customer management is often not well understood. The worldwide performance for customer management averages only 35% according to the global benchmark, CMAT™.
Customer Connect Australia has a long history with helping organisations to improve their customer management capabilities. We are accredited CMAT™ assessors and we have developed a wide range of our own tools and methodologies to assist organisations in this area.

In today's competitive not-for-profit sector, it's not enough to have a good cause. Donors, volunteers and other supporters choose between a wide range of worthy causes when giving their time and money. Often, the determining factors are recognition, alignment, communication effectiveness and relationship management.
Customer Connect Australia has specialised in tackling these issues over the last decade or so, across a wide range of NFPs including universities, charities and industry superannuation funds.

Public sector organisations are increasingly expected to understand and manage their key stakeholders rather than just deliver a service. In many cases, this translates into taking a "customer" focus to constituents, rate payers, clients, funding organisations and the public. Furthermore, social value is increasingly recognised as a key determinant in public sector success.
Customer Connect Australia has specialised in tackling these issues over the last decade or so, across a wide range of organisations in the business, not-for-profit and public sectors.

Long term sustainable relationships are built on mutual value. What value does the stakeholder derive from the relationship? Conversely, what value is created for the organisation by the stakeholder? Understanding value, how it is created and how it can be sustained over time are essential components for the acquitiion and retention of customers and other stakeholders.
Value management starts with stakeholder identification and value profiling - what do customers see value in? This leads to the construction of effective value propositions, value co-creation processes and value measures. In turn, assessment of customer lifetime value, taking into account retention rates and future margin, is a key element in determining value back to your organisation.

Clients can access services to assist them design best-practice supplier scorecards across all areas of marketing, IT and procurement. - Business Process Capture & Advice - We help clients map their existing business processes and gain an understanding of how our solution will underpin those workflows.

Increasingly, clients prefer to outsource the program administration process to us, either in whole or in part. Given we have acquired significant expertise working with many clients around the world; this makes a lot of sense. - Project Management - Over 10 years we have developed project management processes and templates to ensure that our clients deploy on-time and with the highest level of quality.

All solution administrators enjoy access to our Support Team and on-line resources, which provides them with an efficient and fast response time to user enquiries. -

We provide a range of standard and customized training; across many channels; web-conferences, face-to-face training, on-demand learning modules to share knowledge and up-skill all stakeholders.