IMPROVING SALES EFFECTIVENESS John Kieffer

Business Transformation Director

Working from a Position of Leadership and Growth

• Global Sales: $26.6 Billion (65% International)

• Net Income: $4.0 Billion

• R&D & Related Investment: $1.4 Billion

• Earned 589 U.S. Patents

• Global Reach: Sales in ~200 Countries

• Five Market-Leading Business Groups

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Through our five business groups, we turn ideas into ingenious products and solutions that make life better for our customers and end-users every day

Safety & Graphics Keeping you safe, your world secure and enhancing visual communication and interactivity

Industrial From underground to outer space – changing how industry works

Health Care Promoting health and improving quality care

Electronics & Energy Enabling the global power and telecommunications networks and the world's electronic devices

Consumer Simplifying life and work

Enabling Customer Success: Our Business Groups

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Sales & Marketing

Manufacturing/Converting

Technical Capabilities

Driving Progress Around the World

Mexico

Brazil

Colombia

Venezuela

Argentina

Chile

Costa Rica

El Salvador

Panama

Ecuador

Peru

Uruguay

Guatemala

Italy

France

UK

Turkey

Greece

Morocco

Canada

Jamaica

Dominican Republic

Puerto Rico

Trinidad & Tobago

Poland

Czech Republic

Germany

Lithuania

Latvia

Estonia

Hungary

Romania

Ukraine

Kazakhstan

Russia

Japan

China

Taiwan

Vietnam Thailand

Singapore

Indonesia

Hong Kong

Korea

Philippines

India

Israel

Egypt

Pakistan

UAE

Kenya

Malaysia

Sri Lanka

South Africa Belgium

Portugal

Spain

Netherlands

Austria

Switzerland

Finland

Sweden

Norway

New Zealand

Australia

Denmark

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An Ecosystem

of Ideas

Uncommon

Connections

Unparalleled

Quality

Collaborative

Culture

Trusted

Partnership World Class

Innovation

Creative Passion Curious Problem

Solvers

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The Sales Effectiveness Opportunity

An Ecosystem

of Ideas

Uncommon

Connections

Unparalleled

Quality

Collaborative

Culture

Trusted

Partnership World Class

Innovation

Creative Passion Curious Problem

Solvers

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© 3M 2013. All Rights Reserved.

STANDARDIZE SALES PROCESSES

From To

• Not consistent or documented process

• High cost resources working on lower cost

tasks

• Duplication of effort leads to inefficiencies

• Clear, consistent documented processes

• Delineation of roles & responsibilities

• Focus on specific tasks/Focus on driving process

efficiencies/Rhythm of regular review

• Merchandising

• Data cleansing

• Reporting

Business Services

• Lead qualification

• Lead nurturing

Inside Sales • Lead conversion

• Opportunity mgmt

• Key account development

Field Sales

• Order mgmt

• Cross sell/Up sell

Customer Service

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Sales Channel Cost

Sales Rep Time Allocation %

25% 30% 45%

0% 20% 40% 60% 80% 100%

Time Spent

Non Value Add

Value Enabling

Value Add

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LEVERAGE DATA AS A CORPORATE ASSET

Order Processing

Call Centers

Field Sales

The Web

Marketing Program

Management

Pricing POS

Customers

From To

• Customer data held in multiple systems

• Duplicate customer records with inconsistent

information

• Multiple processes & people creating and

managing customer information

• Complete view of the customer across businesses,

countries and touch points

• Improved customer experience

• Consistent process & standards for creating &

managing customer records and customer

hierarchies in single platform

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OPTIMIZE CONNECTION POINTS

From To

• Utilize email and meetings to share information and status on sales efforts

• Challenge in identifying and tracking activities with key accounts across businesses and countries

• Facilitate collaboration across functions in the sales process with tools like Jam

• Enable global key account management through greater visibility and coordination of customer interactions

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FOCUS ON SATISFYING OUR CUSTOMERS

From To

• Sales rep time spent during off-hours, catching up on computer work, results in longer cycle times to respond to customers and stale CRM info

• Culture less oriented with sharing information on the fly

• Sales teams communicating customer information and activity real-time, thereby improving responsiveness to customers

• Sales team sharing tablet-based communications with customers, thereby accelerating sales process

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One Actual Example

18

35 34 41

45

4 1

32 30

57

40 38

10

32

47 47 48

32

14

4

49

93

81

71 72

8

24

58

83 77 79

1 1

50 52

62

94

68

11

2

22

77

90

82 79

20

32

72

100

61

74

15 18

49

83

97

115

85

0

20

40

60

80

100

120

140

Total Orders per Day

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Key Learnings

• The CRM journey is a marathon, not a sprint

• It’s not about the tool, it’s about the process

• WIIFM for the users is critical for success

• Top-down support is critical for success

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