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Sales

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Sales

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  1. Sales

  2. Team Composition Sales Senior Account Representatives /Account Representatives (6) Accountability – revenue generation Technical Pre-Sales (1FTE equivalent) Accountability – provide technical support for all sales related activity. Customer Usage Engineer (1) Accountability –provide proactive support for existing customers. Manage and maintain customer reference program. Manage and secure renewal revenue.

  3. Sales Process/Methodology Efficient Lead Generation –Analytics measuring our return on spend. Efficient Lead Development Process (NASCCAR Sales Methodology) Efficient Opportunity Development Process CUSTOMER SATISFACTION TEAM The four pillars of Satisfaction • Implementation NASCCAR Sales Methodology • Training • Support • Usage Key points: • All employees are inside corporate. No expensive field based selling or implementation resources. • Revenue is recognized on a monthly basis as service is delivered. • Deferred revenue accumulation leads to revenue predictability. • Median new customer subscription is $11,000 • Subscription & Customer Retention rates up to 93% and 85% respectively in ’06 from ‘04/’05 averages of 50% & 62%. • Customer generates $51,348 in contribution margin over a five year lifetime (69% contribution margin over five years).

  4. Sales Cycles & Close Rates

  5. Competition by Segment

  6. Customer Satisfaction

  7. Team Composition Customer Satisfaction Director - Customer Satisfaction (1) • Accountability – Manage Customer Satisfaction Engineers and ensure successful deployment through implementation/training. Provide reactive support for existing customer base • Customer Satisfaction Engineer (4) • Accountability – ensure successful deployment through implementation/training. Provide reactive support for existing customer base.

  8. Responsibilities • Implementation • Managed remotely • 30 days or less • Best Practices • Training • Formalized Training (End-User/Admin.) – module/capability based • Self-Service – video library, quick-start guides, pop-ups • Customized – fee based • Support • Email –customersupport@expensewatch.com • Case submission via application interface • Phone – 866-399-2824 • Standard Hours – 8am-5pm EST (M-F) • Usage • Product Usage – patterns and trends • Customer Follow-ups – data capture and issue/account management • Program Participation – marketing participation, reference program and client counsel • Customer Renewals – secure renewals

  9. Differentiators

  10. Differentiators - Generic • Operating Expense Control – Automation, Control, Visibility across all expenses • Intuitiveness, Adoptability, Ease-of-Use • Customer Support – Reactive and Proactive • Pricing Model – All Inclusive

  11. Differentiators – Concur Specific • Support – Poor reputation and burden on Administrator • Pricing - a la carte (implementation, imaging?, currency, budgeting, off-line) • Intuitiveness/Ease-of-Use – multiple pop-ups • Feature/Function: • No support for personal credit cards • No support for attributes • No support for line item rejection • Limitation on # of approvers in SAF • No support for adding approvers • Faxing only – not toll free • No support for line item assignment of images

  12. Customers

  13. Customer Acquisition by Segment Company Size Average Annual Median Annual Avg.# Sub. Total # By # of Employees Billings Win % Subscription Subscription per accountsubscrip. 0 – 50 $ 765,665 57% $ 5,441 $ 3,682 32 2,627 (23%) 51 – 100 $ 505,851 65% $ 6,566 $ 5,694 39 1,160 (10%) 101 – 500 $1,143,607 50% $13,377 $ 7,562 89 3,762 (33%) 501 – 1000 $ 287,741 22% $19,049 $19,418 82 817 ( 7%) 1001 – 2500 $ 409,976 27% $31,195 $ 5,680 124 1,124 (10%) 2500+ $ 203,320 13% $22,091 $12,955 219 1,757 (16%) 170 Total Customer 16 or 9% come from accounts with more than 1000 employees 28 or 16% come from accounts with more than 500 employees 73% of historical billings come from accounts with less than 500 employees. 52% average close rate in accounts with 500 employees or less. 27% average close rate in accounts with 501 employees or more. Companies with less than 100 employees constitute 62% of our customers but only 33% of our subscribers.

  14. Customer & Subscription Retention Rates 2004 2005 2006 2007 Q1 2008 Companies up for renewal 16 34 52 83 20 Companies that renewed 9 22 44 56 17 % of Companies Retained 56% 65% 85% 67% 85% Subscriptions s up for renewal 773 1,453 1,990 4,448 1,351 Companies that renewed 462 635 1,858 3,613 1,181 % of Companies Retained 60% 44% 93% 81% 87%

  15. Top 10 – Cumulative Sales Customer 1 $320,340 Customer 2 $172,698 Customer 3 $110,000 Customer 4 $ 91,097 Customer 5 $ 90,080 Customer 6 $ 89,539 Customer 7 $ 89,423 Customer 8 $ 82,792 Customer 9 $ 76,213 Customer 10 $ 75,038

  16. Top 10 – License Count Customer 1 1057 Customer 2 1012 Customer 3 909 Customer 4 570 Customer 5 512 Customer 6 431 Customer 7 390 Customer 8 . 328 Customer 9 321 Customer 10 256