Aligning Behaviors and Outcomes to Execute at the Speed of Scale
Selling solutions to the enterprise market is a team sport which requires a myriad of knowledge, skills and behaviors artfully applied across the buying journey to create compelling customer value. Achieving scale requires aligning enterprise reward and incentive systems to drive the right behaviors and outcomes at each touchpoint across the customer lifecycle.
As the Coach of customer-facing teams, RevOps is responsible for defining the performance management system which enables the consistent application of habits and routines across customer-facing teams. With a clear understanding of the buyers’ expectations for a superior customer experience, Revenue Operations helps build the coaching, development and reward systems which create a culture of transparency and accountability and drive continuous performance improvement.
“Culture is simply a shared way of doing something with a passion”
Behaviors and Outcomes
An outside-in perspective of the customer experience ensures appropriate alignment and integration of customer-facing teams towards a common objective.
Behaviors and outcomes are the building blocks to developing a strong corporate culture and scaling organizational performance.
Financial and non-financial measures of success are the results which are achieved as a result of our collective behaviors and outcomes.
Rewards and Incentives
The appropriate investment in technology / tools (e.g. software, templates, etc) improves the efficiency and/or effectiveness of performance management programs.
The appropriate investment in training programs ensures that teams have the requisite competencies to deliver upon the intended customer experience.
The appropriate investment in coaching programs ensures that programs are in place to reinforce the right behaviors and outcomes believed to represent the core values of the company.
Performance Management
The organizational structure should be continuously contemplated based on its ability to support the intended customer experience.
Training programs/paths should be specific to the role the individual / team plays in delivering the desired customer experience.
Coaching programs should be aligned to specific behaviors and outcomes based on the the core values of the company.