Monthly Archives: October 2020


Our latest Expert Speak comes from Pierpaolo Bertocco, CPM Italy, on omnichannel retail and e-commmerce.

 

During the Italian event IT’S ALL RETAIL, organized by Brainz, which brought together the main Retail, GDO and Fashion players to talk about challenges and market opportunities, Pierpaolo Bertocco outlined CPM’s point of view on sales in an increasingly phygital context and stressed the relevance of identifying promptly online sales threats and having access to a flow of steadily updated insights on sales.

 

How are sales changing in an increasingly phygital context?

The increase in online sales due to the restrictions imposed by the pandemic is plain to see.
Over a couple of months we saw what would normally happen in a few years (5 according to a recent report by IBM). The impact was on the switch between physical and online sales on one hand, and on the driver of the transformation on the other. To explain; until a few months ago digital sales were driven by technology and companies. The Big players (Amazon, Alibaba, etc) first, followed by sector companies, have made available e-commerce and delivery platforms and services, anticipating a latent need for most consumers, except perhaps the big cities and the youngest generations. With the pandemic the consumer is more and more the decision maker, he is the hare or rather the conductor.

An orchestra conductor who has made the smartphone his baton, directing his purchasing decisions based on ratings, reviews and, of course, the availability of product information.

According to a study by the Politecnico of Milan University and the research institute Nielsen, 58% of individuals that bought online had not done so before. Furthermore, 83% of these stated that they would continue to buy online even post-Covid.  The percentage of online buyers goes up to 80% if we consider the European data of Detail’s study done in partnership with Kantar.  We all know that e-commerce has seen a significant increase in sales, especially in the first weeks of the lockdown – 81% more than in 2019, according to data reported by Nielsen – this trend is confirmed: IBM stated that purchases in department stores will decrease by 60% at the end of the year, while e-commerce would grow by around 20%. Additionally, 80% of shoppers consult their smartphones on purchases they’re about to make in a physical store.

What we see at CPM, not only in Italy but through comparison between the countries we in which we operate internationally, is that the near future represents a great challenge for the CEOs of every sector and even more so for Sales Directors. In the coming months they will find themselves having to understand how to manage a strong change in the weight of purchase channels, and consequently in the distribution chain, and particularly of their mindset and their digital skills. And, of course, omnichannel. This is a race with no finish line.

 

The pandemic has accelerated the transition from retail to e-commerce: making sure that your products are visible on the channels of online retailers has become even more crucial. What can be done?

Common practices for physical retail, such as monitoring and developing stock levels, product availability, consumer information, and last but not least, sales and competitors’ audit, have moved massively on-line, for the reasons mentioned before. Those brands that use retailers (primarily Amazon but also other e-commerce retailers), rather than their own platforms, often have to – it seems a nonsense – check by hand, maybe sample by sample, what happens to their online offer.

The product search landscape is changing and being visible in Google is no longer enough. Retailers have become complex search engines using algorithms to rank products on the digital shelf. Furthermore, retailers are willing to have (and display) the largest selection of products. Within this context, imagine a product, perhaps food specifically for intolerances with the wrong description, or a fake brand product sold by third parties, or trivially indexed on the parameters of size and characteristics (a smart tv for example)  which therefore does not appear in the search by potential shoppers. This is easy to image. However, it’s not as easy to image the potential loss of business, especially if the consumer tastes the product offline and then buys it online, maybe even while they are in the store.

There are some platforms that support online product management on all aspects mentioned above and Detail is the partner that CPM uses to maximize product visibility, monitor sales and, ultimately, help to push online sales. “Polite” spyders work at night when there is less traffic, adapting to the time zones of each country, without disturbance, and returning daily the point of the situation allowing the leadership to remedy or make informed decisions.

An example? On average, even before the pandemic, 40% of online products were categorized incorrectly3 or sold out, resulting in a reduction in potential sales. And it’s not hard to imagine how this data has potentially increased with the pressure to which online retailers were subjected during the lockdown and in the following months.

In the end, only with a constantly updated analytical insights framework can you identify lost sales opportunities and act as quickly as possible to turn them into profit.

The ECCCSA nominations recognize CPM’s exceptional service to customer and employee experience, and transformative CX approach adopted in response to the COVID pandemic

 

Barcelona, 6th October 2020 – CPM International Contact Centre, a leading provider of outsourced customer experience and sales solutions, is delighted to announce that it has been shortlisted in five categories of the 20th European Contact Centre and Customer Service Awards (ECCCSA); recognizing industry leaders and innovators in the fields of Customer Experience and Contact Centres.

 

Under Operational Effectiveness categories, CPM has been shortlisted for Most Effective Management of Peak Demand with our partner New Balance, and for Best Outsourcing Partnership together with our client Harley-Davidson.

 

In addition, CPM has been selected as finalist for Best Quality Management Team and Best Contact Centre Support Team within Team Awards categories.

 

From the employee experience side, CPM’s inhouse Learning and Development team has been shortlisted for Most Effective Learning and Development initiative.

 

“These five nominations are an opportunity to recognise and celebrate our team’s exceptional contribution to the customer experience industry. We work in a fast changing, hectic business environment and we are very proud of our teams’ innovative ways to effectively respond to the new market dynamics driven by the global pandemic. Being an ECCCSA finalist is a prestigious accolade to our strategy of continuous improvement and collaborative partnership. We are extremely excited to be in the final stage, and jointly with our client partners, New Balance and Harley-Davidson.” says Annette John, Leadership Director.

 

Original finalist shortlist available here.

 

About the ECCCSA
In its 20th year, the European Contact Centre and Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
Highly regarded for its robust judging process, the ECCCSAs honour organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.
Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars. The programme is seeing incredible growth with 24 countries participating in 2019 and over 1,300 people attending the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.

 

About CPM International Contact Centre
CPM International Contact Centre is an award-winning provider of omnichannel customer experience solutions. We are part of CPM Group and a member of the Omnicom Network of Companies. We offer boutique and bespoke solutions to our amazing client partners through high skill, customer intimate Customer Experience (CX) and Sales teams; harnessing the power of digital capabilities and human contact in everything we do. Our EMEA hub is based in Barcelona, Spain and we have multiple contact centres in the United Kingdom supporting the UK & Ireland markets. We provide 24-7 global coverage in 26+ languages for international clients spanning High Tech, Consumer Electronics, eCommerce, FMCG, Pharma, Automotive, Travel and Retail industries.

 

 

For further information, please contact:

 

Rachel Doyle | M: +34 638 140 620 | E: rachel.doyle@es.cpm-int.com |W: www.cpm-int.com/icc/
Irene Gras | M: +34 683 112 790 | E: irene.gras@cpm-int.com| W: www.cpm-int.com/icc/

Discover how to reach your full revenue potential with this proven award-winning formula

 

We are approaching the last quarter of the year and you are far from meeting your revenue objectives. It’s getting challenging with the new market dynamics driven by the pandemic. Also, in a B2B environment, mastering sales can be much more complex due to scope, scale and extended sales cycles.

 

You know outsourcing your sales team might help accelerate your results but you’re hesitant on external support.

 

We’ve got your covered.

 

With over 30+ years contact centre sales experience working with clients across varying sectors and markets; CPM International Contact Centres have developed unrivalled expertise in creating high performing B2B sales teams, delivering incremental revenue growth of up to 10% in just 3 months. How have we done it? Our strategy formula encompasses people, process, customers, technology, and partnership.

 

In this article, we will be covering our 5 top components to creating a best in class outsourced B2B sales team and provide you with best practices on how to achieve it.

 

1. Defining what success looks like: Process definition & improvement

Defining business aims and challenges together is the first step to establish an effective sales process framework and a clear strategy for sales pipeline management. A streamlined framework can promote speed and agility and allows for innovation, constant development, and growth. There are two key considerations at this stage:

 

  • Effective integration:
    Take a holistic plan to design and optimize processes. A combination of sophisticated technology and a collaborative approach helps build up a dynamic business relationship with your partner. Together, you can develop and interpret insights, perform transparent root-cause analysis, create joint business plans, and execute continuous improvement.

 

  • Progression and achievement:
    Keep track of performance, productivity and quality to detect issues rapidly and provide the knowledge needed to improve processes. Different data sources including CRMs, web forms, CSAT scores, etc. can be fed into data visualization reports through tools such as PowerBI to provide deep, actionable insights to reach your goals swiftly.

 

2. Developing your motivated team: People training & performance

People are your most important asset. In particular, in a B2B environment the sales team usually deals with customers who are already subject matter experts, so account managers have to be product savvy and also knowledgeable on business development. Understanding the employee journey is essential to have a highly skilled sales team – from hiring passionate people, onboarding and training, to motivating and empowering professionals.

 

  • The Training journey:
    An ongoing sales training plan is the basis of your team member’s performance capacity. For this reason, training does not stop at onboarding and brand immersion; a continuous coaching approach with a focus on client’s products, services, and new technologies is critical for enhanced results. Furthermore, as sales is centred around people and building relationships, soft skills such as ability to relate, communicate and actively listen are as just as important focus to drive high performing sales teams.

 

  • The Talent Development journey:
    Career development, along with a positive work environment and employee engagement strategy are integral to keep the team motivated, retained and driving results. A clear Personal Development Plan (PDP) enables employees to own their career progression, based 100% on meritocracy, with an emphasis on examples of going the extra mile and look for opportunities to add value to client relationships.
    In addition to PDPs, and as a standard with all sales focused programmes, financial incentives are a great way to keep sales team members motivated on closing sales. KPI targets and incentive schemes are typically defined in line with the financial year and can be based on a monthly, quarterly or half yearly payment, subject to each project’s needs. Performance measures encompass results, quality and productivity outputs. Our approach to setting, measuring and financially rewarding performance is simple: does it meet our client’s objectives, does the customer have a good experience and are we creating the right behaviours within our teams?

 

3. CX equals sales: The Customer journey

Delivering great customer experience results in higher sales conversions. That is why having a customer-centric culture in place is so noteworthy for a sales team. Understanding customer needs helps optimize the customer journey towards a 360 approach where cross-selling and up-selling opportunities can be created. Working on an account management basis can assist the customer journey as the manager can focus on nurturing the customer relationship. It is a more personalised selling process resulting in higher sales and customer satisfaction.

 

In the B2B environment, only 23 percent of B2B companies have embraced a customer centric approach (Forrester, 2019). However, the growth window of adopting this strategy have been proven to be enormous and it definitely creates competitive edge. What are you waiting for to embrace it?

 

4. Accelerating informed decisions: Technology & Insights

Whilst the sales process is mostly powered by people skills, technology is a meaningful factor which should not be overlooked. Technology can be used by sales professionals to improve visibility and generate more leads, build a new business pipeline, optimize conversations, nurture and accelerate conversions.

 

In addition, investing in state-of-the-art technology allows to visualize business impact and its projection to make the right decisions faster. Operational effectiveness is achieved thanks to CRM systems, real time reporting and predictive analysis. Innovative tools should be adopted by sales teams to not only fuel the sales process but also complement and aid in the relationship development approach. For example, tools such as LinkedIn Sales Navigator have been proven to help speed up the sales cycle by focusing in on the right prospects 90% faster.

 

5. Great partnership: working together

Outsource your sales team to a partner, not a provider. It is all about a win-win situation in which trust and communication are the foundation.

 

  • Two-way communication and collaborative approach:
    A solid cooperation between the outsourcing agency and the client will make the sales programme more agile. We recommend working with an open-door policy across both businesses to coordinate and plan together according to transparent objectives and expectations.

 

  • How client can benefit from the partnership:
    Outsourcing your sales force drives cost efficiencies and increased sales. You will be hiring sales specialists, highly trained and working in an optimised team structure for which scaling is organic and natural. Moreover, experienced sales people keep up with latest trends and have access to tools and tactics needed to thrive in any business climate. External sales teams are not only responsible to provide accountability and reporting but also make recommendations or adjustments, helping to create sustainable sales strategies aligned to your business growth objectives.

 

B2B sales team

 

 

What if you could rely on a trusted partner who knows how to seamlessly employ this winning formula? You will be able to benefit from a high-performing B2B sales team focused on growing your business while leaving you free to get on with what you do best.

 

Don’t miss out on the competitive advantage of an outsourced B2B sales team and get started with the 5-step strategy today. Contact us at infobcn@cpm-int.com to find out how we can build up a bespoke sales programme tailored to your business objectives and needs.

 

 

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