For years, the Holy Grail of training has been the ability to go beyond information delivery and simple skills assessment to identify a direct, positive impact on business results. Sales managers in particular are frequent victims, frustrated by their inability to associate training investments to sales performance and new revenue acquisition. The good news is that in the current era of Big Data, mobile and gamification, managers have powerful new options for monitoring and measuring learning transfer, making it possible for trainers and educators to document with increasing precision what sales teams really know, and then make that data available and actionable for managers. Join LTEN and Qstream for this interactive webinar reviewing how to apply predictive analytics to training outcomes, helping teams connect the dots between sales metrics such as engagement, performance and content proficiency to actual business results. Attendees of this webcast will discover the 3 C’s of successfully transforming real-time data from your training program into executive insights that managers love, including: • Coaching, • Confidence, and • Correlation to sales performance.

1. The Three C’s of
Successfully Linking
Training to Business
Results
Jeff Borkowski | Vice President | Qstream!
October 9, 2014!

2. 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

3. How Does Training Create Value?
Learning x Transfer = Results
Source: Roy Pollock; The 6D’s Company
(Application on the Job!)

4. 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

5. 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

6. 1. Coaching
2. Confidence
3. Correlation
The Three C’s:

7. 1. Coaching
2. Confidence
3. Correlation

8. “Yes! Coaching is Important……
(Sales Management Association; 2014)

9. “…but I don’t have time….”
(Sales Management Association; 2014)

10. “Even though I know it works…!”
High-­‐performing
organiza0ons
provide
15-­‐20%
more
coaching
0me
than
low
performing
companies.

11. 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

12. Manager Insights
Weekly summaries provide actionable coaching insights and tools

13. Drill-down on individual, team, region performance
Manager Insights

14. Qstream “Heat Map” Representation

15. 1. Coaching
2. Confidence
3. Correlation

16. 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!

17. 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

18. 1. Coaching
2. Confidence
3. Correlation to
Performance

19. But, where does
the data live?

20. 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

21. Today, technology provides the answer!
• Gamification!
• Push notifications!
• Mobile devices!
• Ideal for reps on-the-go!
Uh, not quite

22. 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

23. 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?

24. 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

25. 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?

26. 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?

27. You CAN Do It!

28. Questions?

29. Thank you!
Jeff Borkowski | Vice President | Qstream!
jborkowski@qstream.com!
www.qstream.com!
!
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