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Innovation in Expand Selling Programs

Offered to: Expand Selling Members

This award recognizes the company that demonstrates the most innovative approach in utilizing services touch points to generate leads, drive revenue growth, and provide better outcomes with existing customers.

Overview: What You Did

Provide an overview of your innovation at a high level. Details* might include, among others:

  • Business challenges that led to the innovation
  • Changes to the customer engagement model
  • Functional involvement and program ownership
  • Before and after process flows
  • Processes or tools to enable effective internal communication and knowledge sharing
  • Processes or tools to enable effective communication with customers
  • Soft skills or other training programs that staff were required to complete
  • Incentives for employees across functions (i.e. sales, services, customer success, marketing) to encourage and reward desired business behaviors
  • The role of technology in the innovation
  • Data analytics practices you used to improve program results
  • Roadblocks or challenges faced, and how you overcame them
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Innovation Has Helped Your Company

Describe how your innovation has impacted business outcomes for your company.  Provide supporting metrics*, such as:

  • Growing service/product revenues with existing customers
  • Customer loyalty/satisfaction/retention rates
  • Broad-based participation in the program
  • Lead generation and upsell and cross-sell metrics
  • Percentage of customers purchasing multiple product and service offerings
  • Efficiencies in sales and marketing processes
  • Sales and marketing cost savings
  • Measures of employee performance (i.e. productivity, satisfaction, turnover, etc.)

Customer Impact: How This Innovation Has Helped Your Customers

Detail how your innovation has positively impacted outcomes for your customers. Provide supporting evidence*, such as:

  • Impact on your customers’ desired business outcomes:
    • Grow their revenues
    • Optimize their cost structures
    • Comply with industry regulatory requirements
  • Customer satisfaction scores
  • Metrics related to consumption of products/services
  • Customer testimonials

Your application will also be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a unique and/or compelling “best practice” or is it truly innovative in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (ie. business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?

* All of the criteria lists above are suggestions only, and provided to give an idea as to the appropriate type and level of detail. These are not comprehensive lists nor intended to limit your response in any way.

 

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