Contents

Foreword by Neil Rackham

PART 1 Metrics, Metrics Everywhere

CHAPTER 1 CRM, Reporting, and a False Sense of Control

The War Room

Got Control?

The Source of the Problem

How Sales Has Trailed Its Peers

PART 2 The Sales Management Code … Cracked!

CHAPTER 2 What Can We Really Manage?

Great Sellers Evolve into Great Managers … Maybe?

It’s the Sales Manager, Stupid

Can You Manage a Number?

Our Journey Begins

The Question

Activities, Results, and the Stuff In-Between

The Code Begins to Crack

CHAPTER 3 Business Results—the Company’s Health

Back to the War Room

Doing Well

The Problem with “Managing by Results”

CHAPTER 4 Sales Objectives—the Sales Force’s Mandates

Smile … For a While

Behold, the Sales Objective

Stuff for Sales Management to Worry About

The Sales Force as Ground Cover

The “Capable” Sales Force

Acquire, Retain, Grow, Repeat

Sell Something … but Not Just Anything

The Sales Force: Revenue Machine or Strategic Weapon?

CHAPTER 5 Sales Activities—the Drivers of Sales Performance

The Missing Metrics on the Wall

Sales Processes, You Say?

The Building Blocks of Control

Fact: Better Processes = Better Sales Performance

PART 3 Using the Code to Manage Your Sales Force

CHAPTER 6 Building the Foundation for Control

The Building Blocks

Which Sales Process Is Best for Our Company?

Rightsizing Your Sales Process

Off the Shelf or Off the Mark?

Does That Also Come in Gray?

CHAPTER 7 Selecting and Collecting Your Metrics

If Sales Management Were a Snap

Choosing Activity, Objective, and Result Metrics

Bringing Back the Smiles

The Shape of Things to Come

Learning to Let Go

Speaking of Reports …

CHAPTER 8 Managing with Processes and Numbers

Now It’s Time to Manage

Managing Call Managers

Managing Opportunity Managers

Managing Account Managers

Managing Territory Managers

And Sales Force Enablement

Which Process for Which Objective?

The Treasure Map

An Advanced Degree: Selecting A-O-Rs for the Individual Seller

CHAPTER 9 Mission Accomplished

In Reflection

The Ultimate Status Check

And Finally …

Appendix: Troubleshooting Guide

Index

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