Customer Centric - An Overview

An Overview of Customer Centric
Helping you improve your commercial effectiveness

Sales Coaching
Effectiveness Effectiveness

Sales
Effectiveness

Management Strategic
Effectiveness Effectiveness

www.customercentric.com.au ©Copyright . All Rights Reserved 2004-2009

We have delivered great results for
many top companies, including:


Unique, real life, proven methodologies

Customer Centric specialises in helping Pharmaceutical, Healthcare and a
growing range of other companies in various industries, improve commercial
effectiveness and results

Our unique, experiential programs and real life workshops involve and
engage your staff working with their real customers in real situations so they
deliver immediate, sustainable results and significantly accelerate your
company's performance

We use proven methodologies based on our experience and that of our
affiliates that have delivered results for top companies in Australia and across
Europe and North America.


An Overview of Coaching Masterclasses
for Managers and Field Trainers


Coaching Masterclasses
For Managers and Trainers

Unique - an Industry first
Often described as "the ultimate coaching and learning experience."
Unique opportunity to observe, measure and benchmark Manager’s coaching skills.
Representatives selling to your real target Customers (GP’s, Specialists, Pharmacists, Nurses etc).
Ensure consistency in the approach and measurements used in coaching.
Sets and raises the standard of coaching for your company.
Participants share knowledge and skills to ensure continuous development.
Feed directly into individual’s development and your strategy going forward.
Enable you to drive excellence in coaching and development, to a new level.
Uses proven methodologies (000’s of assessments in the Pharmaceutical industry.)
Customised to your requirements.
Have a direct impact and improvement on Sales, Market Share and excellent ROI.


Typical Outputs of a
Coaching Master Class
Comparisons of : What is currently happening (re what is believed is happening) re :
Pre Call planning
Actual Sales Calls By your Representatives, each Manager, by all Managers, by senior
Sales Call Evaluation Sales Managers and by your Customers, respectively, through
Post Call Analysis observation and comprehensive feedback.
Coaching

Opportunities, in a transparent, candid, constructive and seamless manner to :

Increase individual’s, team’s and company’s standards, including correlations, agreement and
benchmarks re coaching and in-field development of your sales representatives
Improve skills required to achieve and overachieve those on an ongoing basis
Build your people through the practical usage of your processes and methodologies (eg sales
call, customer call analysis and coaching checklists, current and new) in a realistic, impactful and
engaging way using real target Customers and unique, significant peer review.
To get your Managers to commit to what they will ‘Stop’ doing, ‘Start’ doing and will ‘Continue’ to
do with respect to coaching going forward in line with your strategy & objectives.

All leading to more effective performance, more productive sales calls and thus greater
sales and market share across your sales forces and your brands.

Powerful, detailed
Feedback, Data, Reports
Each Manager/Trainer will receive :
You will, in addition, receive :
Assessments & Feedback on their coaching skills The Reports on your Managers coaching skills,
benchmarked across the team as a whole;
Plus the Doctors feedback on your
From Manager peers Representatives performance as well
From Senior Managers/Assessors
From Representatives ( via 360° feedback) Representative
Event ICQ Average
Role Region T erritory A%
82%
B%
88%
C%
86%
D%
96%
E%
78%
F%
88%
G%
76%
H%
85%
I%
83%
Event Masterclass Averages
J%
69%
K%
67%
L%
63%
M%
53%
N%
55%
O%ICQ Average
65% 76%

Incorporated into quality reports 100%

90% 88%
96%

88%
86%
85%
83%
82%

80% 78%
76% 76%

PerCent
69%
70%
67%
65%
63%

60%
55%
53%

50%

40%
A% B% C% D% E% F% G% H% I% J% K% L% M% N% O% ICQ
Average

Masterclass Total distribution

3.5 60%
No of RBM's
Percentage of RBM's 3
3
50% 50%

2.5
40%

2
2
33%

Number

Percent
30%

1.5

20%
1

Their video recording of their coaching call 1 17%

10%
0.5

Input into their personal developmental plan for action 0
0

40+ to 50
0%
0
0%
50+ to 60 60+ to 70 70+ to 80 80+ to 90
0

90 to 100
0% 0%

& follow up in-field
Range of Masterclass Total

Summary of key learning's from the Coaching Masterclass


Sales
Effectiveness

In Call Quality (ICQ) workshops


In Call Quality Workshops –
Full Day of Half Day
Real-life training scenarios to assess, benchmark, train and develop your sales people.

An investment that pays big dividends.
An extremely flexible tool that can be applied in any environment and at any venue.

For a regional team, one Sales Force, multiple Sales Forces
At National / Sales Conferences, Product Launches, Regional Meetings, Initial Training Courses, Developmental Training
Calls made on your real (target) Customers (GP’s and Specialists etc)
Highly experiential, impactful, and motivating full on day
Measures how your individual sales people perform in front of real customers, who give objective assessments of skills,
detail and impact on their behaviour and prescribing
Direct Feedback from those whose opinion counts the most….your Customers
Independent and/or your own Observers can also assess the calls and add to the power of the data
Your sales people will benefit enormously from the real life experience and feedback. They can apply their new and
enhanced skills to work immediately
Use the outputs and comprehensive reports to focus on specific areas requiring further training and development during
the event itself and going forward


ICQ produces powerful, detailed
Feedback, Data, Reports (these are a few examples)

Benchmarking…. Your sales forces, regions, states
Your company Individual Representatives

Other reports,
which are not shown here,
can include :
Detail Behaviour profile
Behaviours radar chart
League table/comparisons: + valuable customer feedback
By Representative, immediately after each call.
By State
By Manager
By type of Customer/segment
+ all original written feedback via
Other’s as per your needs assessment forms
etc etc

Management Effectiveness

Improving
Individual and Team Performance


Key to
Peak Performance and Results

Mastery of skills including

Leadership
Teamwork

Relationship Management
Influencing and negotiating
Key Account Management

Recruitment and Interviewing
Appraisals and Staff Development
Disciplinary and Grievance
Conflict resolution

Creating Exceptional Customer Experiences

Executive Coaching


Programs and Modules
Ranging from Half Day, to 1, 2 and 3 Days

Use innovative, engaging and impactful experiential methodologies
Achieve buy in, commitment and improved and sustained performance in key competencies in
the real world
Customised to individual and team need
Unique opportunities to observe, measure, benchmark and improve skills in real situations
Using :
Your own staff
Your real target Customers
and/or experienced actors – as appropriate
Real life is so much more effective than role playing
Participants grasp concepts much more easily
They see, hear and experience them for themselves
Understanding and skills improvement is more immediate and effective, producing better results


Real life = Real Value

Everything is seamless and fits with your strategy, culture and ongoing development of your staff.

We take care of all the arrangements, logistics and provide expert facilitation and management

Your staff benefit most from the experience and achieve optimal results.

- High quality data, reports and feedback further embed the learning's and
reinforce the action planning and follow up leading to sustained results.

Your staff will acquire, improve and practice skills they need

Skills that will have an immediate impact on their own performance and the performance of their team.


Executive Coaching

For individuals and teams including directors, national sales managers, marketing managers, and
product managers, regional managers and “rising stars” to help them achieve and overachieve their
objectives.

Our fresh, impartial approach works in synergy with our Customers.

Our coaching provides the candour and objective feedback and development that accelerates,
nurtures and improves performance.

Three Times More Effective than typical training programs in producing results

Conclusions from a study of 370 coaching participants.

Training alone produces an increase in productivity, however when followed by coaching that
productivity is increased fourfold.

Proven track record of achievement in a number of markets and industries with world class
companies.


Strategic Effectiveness

Improving
Company Performance


A winning strategy is pivotal for success
Managers and staff need to make the best possible business decisions that help their companies become
more productive and drive profitability and value.

A refreshingly different approach
Helps you formulate powerful, winning strategies.
Ensures that your strategies get implemented by your staff
Results go straight to your bottom line.

We work with you and your staff to help you identify where your company really is.
Identifying the Here and Now, through candid, challenging strategic perspectives.
We determine with you what you want to be in your future, i.e. the There, through strategy.
We facilitate and help ensure implementation of that strategy.

Using customised mobilisation methodologies

Practical tools that inspire and enable high performance teamwork and leadership, creativity, discipline and
passion that will accelerate your staff and your business from Here to There, faster.
We work at various levels to accelerate any teams, initiatives, projects or programs.
We have a proven track record of success.


ProfitAbility Business Simulations
Unique, engaging, highly experiential and very effective

Help your managers and staff improve your bottom line results using better commercial and financial acumen
By driving the right strategies.
Used by world class companies to achieve better results such as Pfizer, Abbott, Novartis, Merck-Serono, Nestlé,
Diageo, Ford, etc
Run at many of the world’s best business schools including Harvard, Stanford, Wharton and Henley every year.

Tailored to mirror your company

Leverage your key drivers of success, incorporate strategies and objectives you want to achieve.
Participants learn how best to make key decisions by working hands-on in an engaging, competitive simulated
business environment.
By learning by doing, your staff really understand how to use new concepts and strategies
They can apply in their jobs and with their colleagues in real life; back on the job, straight away.

Better communication using the same language

Getting everyone on the same page and all working in the same direction to common goals
Improving business and financial results significantly
Changing behaviour, incorporate new methods of working, improved communication, better team work
Focussing on business strategy, better decision making and greater profitability.

Other real-life simulations address the challenges of knowledge management, managing change, customer focus, and
cultural issues and are just as powerful.

Why use Customer Centric?

Unique, Industry first, proven methodologies are used in all our programs.

Everything is real life so your people and your company get real value and an excellent return on investment.

Using Real Customers ie GP’s, Specialists, Pharmacists, Nurses etc and your own staff - ensures reality. Not role-play.

We engage your staff with leading edge, experiential learning and development in all our programs.

Hundreds of assessments for top Pharmaceutical and Healthcare companies in Australia, across Europe and North America.

We design and customise solutions and programs for you, with you, to deliver the best return on your investment.

Everything is relevant and seamless; fitting with how you work and synergistic with your current/future learning and development.

All arrangements are taken care of for you, recruitment of your Customers, logistics and briefings – depending on the program.

Your staff are able to focus on the experience, optimising their learnings and skill and achieving optimal results.

High quality Data/Reports (tailored to your requirements) to embed learning's, enable action planning, follow-up and accelerate results.

Everyone benefits – Your Managers and your Representatives – Your Marketers – Your Management team : all your staff.

We are renowned for helping companies improve their performance and achieve exceptional results and return on investment.


Customer Centric - An Overview

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