The client did not have a clear picture of the effectiveness of their sales force or have a clear model for how to effectively train their sales force to reach optimal efficiency. Cicero began by conducting focus groups to segment the customer base. Cicero used Factor Analysis and Cluster Analysis to bundle the customer base into distinct groups by industry, tenure, and product. Then Cicero used this analysis to create cost estimates for every customer group.
Cicero developed training materials and support systems to improve efficiency and effectiveness among the sales force, and then convened a steering committee to aid it in refining the basic framework and filling the holes in the plan with best practice tools. In collusion with local leaders, Cicero developed a pilot plan to prepare for a full company-wide launch. Pilot sites were selected based upon a formula of readiness and potential impact.
In the implementation phase, Cicero developed individual implementation plans for each area based upon factors unique to those areas. Cicero brought members of the client’s local leadership teams from the various areas to learn about the new initiative. Cicero desired to ensure the sustainability of this new initiative, so a three phase “I do, you do, we do” process was developed and implemented over a three month period. In this process Cicero maintained a thought-leadership and facilitative role, while the client’s sales representatives took the initiative in implementing these programs. This ensured that the sales representatives had the appropriate skill sets to sustain these processes after Cicero’s involvement ended.