LTEN Qstream Webinar: The 3 C's of Successfully Linking Training to Business Results
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Transcript of LTEN Qstream Webinar: The 3 C's of Successfully Linking Training to Business Results
The Three C’s of Successfully Linking Training to Business Results Jeff Borkowski | Vice President | Qstream!October 9, 2014!
The Business of Training
Training’s outcome is improved performance. Training’s value is how much it helped meet business objectives.
Source: Roy Pollock; The 6D’s Company
How Does Training Create Value?
Learning x Transfer = Results
Source: Roy Pollock; The 6D’s Company
(Application on the Job!)
Why Connect Training Outcomes to Business Results?
• Demonstrate accountability to the business • Validate current and inform future investments • Identifies areas of success that can be replicated • …or issues that need attention
What Should You Measure? • Start with the desired end
result… – % market share attained – % of quota attainment – % revenue growth, etc.
• …but understand the behaviors
and competencies to get there – Communication skills – Brand or product messaging – Clinical and product knowledge – Sales skills – Negotiation
1. Coaching 2. Confidence 3. Correlation
The Three C’s:
1. Coaching 2. Confidence 3. Correlation
“Yes! Coaching is Important……
(Sales Management Association; 2014)
“…but I don’t have time….”
(Sales Management Association; 2014)
“Even though I know it works…!” High-‐performing organiza0ons provide 15-‐20% more coaching
0me than low performing companies.
Data Insights = Better Coaches • Align training pull-through with field coaching • Enable data-driven visibility into team • Drive data into the field - dashboards via
email • Identify gaps in real time - remediate • Understand coaching actions taken
Manager Insights Weekly summaries provide actionable coaching insights and tools
Drill-down on individual, team, region performance Manager Insights
Qstream “Heat Map” Representation
1. Coaching 2. Confidence 3. Correlation
Why Confidence Matters • Brain science…!
• Management Insight!• Indicator of likely behaviors!• Presentation and communications skills!• Establishing authority, credibility within an account!• Ability to effectively present messages!• Capability to defend competitive challenges!
Customer Insight!
Coaching - Confidence Connection
• Front line managers are the most effective coaches. • Set the expectations of their team • Drive adoption and participation, ideally by example • Answer, “What’s in it for me?” • 6D’s: “Can I?” versus “Will I?”
• Observers of the desired behavior changes
1. Coaching 2. Confidence 3. Correlation to
Performance
But, where does the data live?
LMS • Course
Participation • Certifications • Test Scores
HR • Assessment scores • Experience • On-Boarding data • HRIS Data • Performance evals
CRM • Total pipeline • Call quantity, quality • Average Size • Time to Close
Finance • Quota Attainment • Prescriptions written • Total Revenue • Margins
Multiple Sources to Consider
Today, technology provides the answer! • Gamification! • Push notifications! • Mobile devices! • Ideal for reps on-the-go!
Uh, not quite
Real-time Visibility & Reporting
“Tag” reps and questions by relevant indicators
Continuous real time data views and manipulation
Provide field insight at a granular level
Area Region District Rep
Topics & Trends
Poll: What is the biggest barrier to training success in your organization?
q Budget and/or Resources? q Time? q Management Demands? q Field Connection?
Common Barriers to Success Budget &
Resources • Consistently do more with less • Inadequate staff
• Need it NOW. FDA Approval – Product Launch • Right NOW – competitive threat, sales results
Management Demands
• I don’t feel they know their messaging • RM’s think they need better competitive responses • Who are you to disagree?
• They came – they learned – they liked it - they left • It worked. We assessed them and they did well…
Field Connection
Time
Behavior Change: Plan for Success
Develop an Annual Plan • Informed by events • Quarterly execution
Continuous improvement: - Monitor, coach and remediate - Evaluate data and plan interventions - Engage sales management
Build quality questions for optimal learning AND
meaningful data
Ask yourself: “What do I/we need to
know?
Valid Data Enables Informed Investments
Performance Knowledge
Clinical Excellence
Combined Oncology Team
Crucial at any cost? • Investment to move from “B” to “A” • Does it correlate to sales performance?
New Product Performance
Combined two teams • 12 months plan to identify and close gaps • Early results? Data vs. hypothesis!
Is there a performance correlation? • How does knowledge compare to results by product,
region, manager? • Engagement correlation stronger than knowledge
Can we move the middle? • Standard distribution based on Veeva actuals • Can we move the middle?
You CAN Do It!
Questions?
Thank you! Jeff Borkowski | Vice President | [email protected]!www.qstream.com!!To learn more:!• Watch our "Qstream in 2 Minutes” video • Read our blog • Sign up for a free, 2-week trial !