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MD Management:
                Relationship Program




Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
Advisor and Corporate Planning Process


                         Total Company Plan
                                   New
           Customer
             Plan        +       Business
                                   Plan
                                                     =          Total Plan


  Plan Tracking   Work Load          Marketing         Hot Topics       Sales Support




Sales Rep #1          Sales Rep #2               Sales Rep #3            Sales Rep ‘n’


                         Sales Representative #1

                                   New
           Customer
             Plan         +      Business
                                   Plan
                                                     =          Total Plan



  Plan Tracking   Work Load          Marketing         Hot Topics       Sales Support




Customer Value. Right. Now.
Relationship Prospect Program Plan
                                          ROI




Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
Prospect Program: Pre-call Marketing




• Marketing pieces are timed to go out 8 days prior to planned calls
• Key Messages vary by segment
• Personalized from rep
• Drives calls, request for information and key contact data


Customer Value. Right. Now.
Quarterly Blueprint Email Program




Customer Value. Right. Now.
Targeted Relationship Program


                         Landing Page
Landing Page Strategy Map




Customer Value. Right. Now.
Reps Can Edit Each Program and Plan Who They Will Call




                                                 Bulk
                                                 Assignment

Select
Customers
                                                 Edit
                                                 Status




  Program
  Summary


                                               Call Dates




            Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
Automated Fulfillment to Info Requests




Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
Sales Support




                                         Scripts
                                                   Messages
                                                      Sales Tools

                                                         Talking Points
                                                                    Objections




Customer Value. Right. Now.
Key Relationship Data




                                                         Preferences




Needs and
Interests                                            Competitive
                                                     Relationships




                                                         Objections




            Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
MD Fuse Marketing – Email Selections




Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
Reps Activities are Updated with Call Requests




  Customer Value. Right. Now.
Sales Activity Management




Customize
Report Filters




                                                            Review Key
                                                            Metrics




                 Customer Value. Right. Now.
The Shift: From Sales Coaching to Management


    Feedback
                                                       Sales Activity




Strategy & Analysis                               Sales Management

                                                                                      Sales
  Desired State                            Performance         Sales Activity     Effectiveness
                              Sales          Review            Management         Management
                             Training                                                  Sales
                                           Sales data & key    Calls, meetings,    effectiveness
  Current State                            success metrics     proposals, sales   data, Coaching
                                                                                      activities




             Customer Value. Right. Now.
Best Practice: Relationship Strategies


                          Customer Experience
                         Create Customer Value



                                Sales
           Marketing &          Activity           Marketing &
            Support                                 Support


                               Feedback
                              Management

                               Technology


                     Plan – Execute - Manage - Learn




Customer Value. Right. Now.
Test, Learn & Roll-Out Strategy

         Learning

Test 1               Roll-Out 1


                              Learning

                    Test 2                 Roll-Out 2


                                                    Learning

                                         Test ‘n’              Roll-Out ‘n’




List Testing                             Sample            Low          High
Response of 5.0%                            5,000            4.40%        5.60%
Response of 5.0%                           10,000            4.57%        5.43%
Response of 5.0%                           20,000            4.70%        5.30%
Response of 5.0%                           40,000            4.79%        5.21%
Response of 10.0%                           5,000            9.17%       10.83%
Response of 10.0%                          10,000            9.41%       10.59%
Response of 10.0%                          20,000            9.58%       10.42%
Response of 10.0%                          40,000            9.71%       10.29%
Response of 15.0%                           5,000           14.01%       15.99%
Response of 15.0%                          10,000           14.30%       15.70%
Response of 15.0%                          20,000           14.51%       15.49%
Response of 15.0%                          40,000           14.65%       15.35%




                Customer Value. Right. Now.
Results




                                             Results are statistically
Overall Conversion
                                              valid with a confidence
    Relationship Prospect          y%
    Program                                   interval of 95%
    Control Group                  x%        Test and control
                                              groups were tracked
Incremental Lift                  159%        for over 48 months




    Customer Value. Right. Now.

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Raybec Case

  • 1. MD Management: Relationship Program Customer Value. Right. Now.
  • 2. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 3. Advisor and Corporate Planning Process Total Company Plan New Customer Plan + Business Plan = Total Plan Plan Tracking Work Load Marketing Hot Topics Sales Support Sales Rep #1 Sales Rep #2 Sales Rep #3 Sales Rep ‘n’ Sales Representative #1 New Customer Plan + Business Plan = Total Plan Plan Tracking Work Load Marketing Hot Topics Sales Support Customer Value. Right. Now.
  • 4. Relationship Prospect Program Plan ROI Customer Value. Right. Now.
  • 5. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 6. Prospect Program: Pre-call Marketing • Marketing pieces are timed to go out 8 days prior to planned calls • Key Messages vary by segment • Personalized from rep • Drives calls, request for information and key contact data Customer Value. Right. Now.
  • 7. Quarterly Blueprint Email Program Customer Value. Right. Now.
  • 9. Landing Page Strategy Map Customer Value. Right. Now.
  • 10. Reps Can Edit Each Program and Plan Who They Will Call Bulk Assignment Select Customers Edit Status Program Summary Call Dates Customer Value. Right. Now.
  • 11. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 12. Automated Fulfillment to Info Requests Customer Value. Right. Now.
  • 13. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 14. Sales Support Scripts Messages Sales Tools Talking Points Objections Customer Value. Right. Now.
  • 15. Key Relationship Data Preferences Needs and Interests Competitive Relationships Objections Customer Value. Right. Now.
  • 16. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 17. MD Fuse Marketing – Email Selections Customer Value. Right. Now.
  • 18. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 19. Reps Activities are Updated with Call Requests Customer Value. Right. Now.
  • 20. Sales Activity Management Customize Report Filters Review Key Metrics Customer Value. Right. Now.
  • 21. The Shift: From Sales Coaching to Management Feedback Sales Activity Strategy & Analysis Sales Management Sales Desired State Performance Sales Activity Effectiveness Sales Review Management Management Training Sales Sales data & key Calls, meetings, effectiveness Current State success metrics proposals, sales data, Coaching activities Customer Value. Right. Now.
  • 22. Best Practice: Relationship Strategies Customer Experience Create Customer Value Sales Marketing & Activity Marketing & Support Support Feedback Management Technology Plan – Execute - Manage - Learn Customer Value. Right. Now.
  • 23. Test, Learn & Roll-Out Strategy Learning Test 1 Roll-Out 1 Learning Test 2 Roll-Out 2 Learning Test ‘n’ Roll-Out ‘n’ List Testing Sample Low High Response of 5.0% 5,000 4.40% 5.60% Response of 5.0% 10,000 4.57% 5.43% Response of 5.0% 20,000 4.70% 5.30% Response of 5.0% 40,000 4.79% 5.21% Response of 10.0% 5,000 9.17% 10.83% Response of 10.0% 10,000 9.41% 10.59% Response of 10.0% 20,000 9.58% 10.42% Response of 10.0% 40,000 9.71% 10.29% Response of 15.0% 5,000 14.01% 15.99% Response of 15.0% 10,000 14.30% 15.70% Response of 15.0% 20,000 14.51% 15.49% Response of 15.0% 40,000 14.65% 15.35% Customer Value. Right. Now.
  • 24. Results  Results are statistically Overall Conversion valid with a confidence Relationship Prospect y% Program interval of 95% Control Group x%  Test and control groups were tracked Incremental Lift 159% for over 48 months Customer Value. Right. Now.