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Tag: #salesperformance

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Best Practices Management Personal Development Sales

Help Me…To Help You.

If you’ve ever read an article you liked from me, thank you (whether you hit a “like” button or not). To keep the research-based quality of my articles up, I need something from you.

Here’s the thing:  The time I spend writing is dwarfed by the time I spend reading and studying.  I want to be the person who can consume information and curate key insights for my readers.

One of My Main Resources is You.

Indirectly, at least. I have been called a data hound. Sure, I read a lot of books from authors in the fields of economics, marketing, psychology, leadership, and more. I also consume research, and always have. Research is built when people like you invest your time in a researcher’s data gathering.

A key research source that I use in my articles is CSO Insights.  They are the pre-eminent research house for sales intelligence.

  • They have the world’s foremost authorities on Sales Enablement
  • They conduct the world’s most complete and insightful research on Sales Operations.
  • They have the world’s most sophisticated tracking data into best practices in B2B sales.
  • They are the world’s best resource for benchmarking data. They help you answer questions like “is my attrition rate something I need to do something about?”
  • Their Study of Sales Performance helps leaders know what works and what doesn’t.
  • They study buyers.  Because of CSO Insights, I can keep up-to-date on how buyers want to buy, and what kind of sellers they want to buy from.
  • Their data drives talent and hiring tools to help you hire the right people, and put them in the right roles.
  • They produce the information I use to help clients put the right analytics in place.

In short, these are researchers who build the data you need most in order to do your job.  When people contact me for advice or help, it’s informed by this research, among other things.  I’m grateful for all of those in years past who have contributed their time.

You Need Me on That Wall.

Even if you don’t want to read research yourself, you benefit from it.  When you read my articles, you are consuming this research indirectly. If you find value in what I write, you benefit from CSO Insights’ work product.  For those who have asked me for insights, I have an admission:  it’s not just my brilliance.  My advice relies on people who gather hard information.

Please help me to help you. This year’s Sales Practices study is open, and I respectfully ask your help by participating. Especially if you’re in a leadership role in the sales, sales operations, sales enablement, or corporate management disciplines.  I know that surveys are tiring, but this one’s important..

And I Need You…Your Time, at Least.

For those who wonder if this is going to lead to a sales solicitation, the answer is no.  I will repay your time with mine if you want, though. Use this link and, if you provide your name, I’ll not only send you my personal thanks, I’ll make sure you have access to research reports (if you want them.).  Following up with all of you who respond is becoming a time investment, but I am happy to do it. Of course, you’ll also continue to see the research reflected in my articles.

Thank you, and I look forward to being notified that you helped, when you use this link.

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Best Practices Human Resources Management Marketing Personal Development Sales

There Are Two Kinds of Training. Only One Works.

For as long as I’ve been working, I’ve experienced training. We all have. We also know that it doesn’t’ always “stick”. This is especially true of sales training. Let me share one big “why”.

As my role transitioned into sales leadership, and now consulting, I had to figure out why some training works better than others. When an initiative involves training, whoever owns the results of that initiative (sometimes different from who leads the training) must understand why…and what to do about it.

There Are Two Kinds of Training.

The two kinds of training are really related to two kinds of content:

  1. Content that trainees can “know”.By this, I mean that information in the training is simply transferred with little or no behavior change. Examples in the sales world are how to prepare a bid or enter an order, or how to find collaterals. General examples might be how to log into the company networks or get help, where to go for an access badge, etc. In banking, we had “how to spot and report possible money laundering” training. The point: learning is simple knowledge transfer. Training works fine for this kind of content.
  2. Content that addresses what trainees “do” (behavior content).A lot of sales training falls into this category. It introduces and defines specific selling behaviors…perhaps with some role-playing for practice. A training department might erroneously measure “success” via post-course content retention testing. By contrast, the vice president of sales owns results responsibility; for him or her, success means permanent behavior change. Millennial-friendly hip multimedia content, video role-playing or easily digestible micro-eLearning modules won’t change behavior. These innovations are great at achieving “know”: they effectively transfer knowledge and introduce desired behavior, but they don’t drive behavior change.

The second kind of training doesn’t work…without help. Behavior change training alone works for only a very small percentage of self-starting and highly capable sellers.

I have watched many companies fail to distinguish between the two kinds of content. As a result, they unconsciously cripple a “sales training” initiative by applying a “know” solution to a “do” problem. They fail to adequately reinforce behavior change after a “do content” training event.

Changing Behavior is Simple, But Not Easy.

The difference between “know” content and “do” content is the level and type of follow-up required. “Do” requires follow-up coaching. Until recently, coaching required a personalized coaching regimen delivered via old-fashioned human interaction. (more about new innovations in that area below). The graphic above shows a table of the difference between a training event and coaching for “do” content. Notice how coaching focuses on adopting or changing behaviors. The differences are pretty self-explanatory.

The gold standard of coaching behavior content is and has always been manager-delivered. Due to the one-on-one nature of effective coaching, a seller’s immediate manager is the logical person to deliver effective coaching.

I was one of the first in my company to become fully certified in the full suite of (Miller Heiman Group) coaching methodologies. I now help not only my own clients, but those of several colleagues to build coaching acumen in their management corps. It’s a hugely rewarding part of my consulting practice: I grow sales careers by growing sales managers’ careers.

Artificial Intelligence (AI) Comes to Coaching

The promise of AI is that it can act as an expert system that tirelessly monitors behaviors looking for gaps. An AI system has the time that a sales manager lacks. This is a powerful management tool. It also requires a huge underlying data set to “teach” the system to recognize both behaviors and behavior gaps.

I work with one of the first systems capable of recognizing critical selling behaviors. It diagnoses selling gaps proactively. It’s able to spot deal risks and recommend corrective selling behaviors in time to change the deal trajectory, a major innovation. This system operates from an expert system database built from the deepest experience base in existence: the largest, most successful B2B selling organization in the world. This knowledge base is poised to become the first to use machine learning (one form of AI) to diagnose sales opportunities via CRM data. This requires a different CRM that collects behavior data rather than today’s usual “activity-based” tracking. For instance, you can’t coach from “how many calls did this salesman make”. You can coach from data about meaningful conversations. CRM data isn’t today’s activity-based tracking; it’s metrics with insight into a buying decision…selling behaviors.

While personal coaching is still the gold standard, an expert-based system focusing on selling behaviors lightens the load on front-line sales managers. Sales managers are a very overloaded group, and can use the help.  A system which can automatically catch and notify sellers of the most common behavior gaps allows managers to concentrate their coaching on higher-value issues. Managers can follow up when sellers don’t react to machine-based suggestions, coach for more subtle points, etc.

Don’t Address a “Do” Problem With a “Know” Solution

If you and your company want to embark on a sales performance improvement journey, make sure your plan distinguishes between “know” and “do” content.  Then make sure that you do “do” correctly: with a robust coaching component. Also look for a solution which has a clear future into automated ongoing coaching using AI or some similar technology.

If you’d like a fresh set of eyes on your situation, I’d be happy to spend some time hearing your situation out, and your thoughts. Contact me at mark@boundyconsulting.com if you’d like to access a free sounding board. Comment below if you have any additional insights or questions to share.

To your success!

Categories
Personal Development Sales

CRM:  Compliance Hammer or Performance Instrument?

“Thanks to my CRM for helping me win that deal” said no salesperson ever.  In fact, CRM is almost universally looked on as serving management, not sales.  Salespeople view CRM as a hammer to measure compliance, not a tool.  CRM utilization is a constant battle, where management doesn’t trust reports compiled from inadequate usage.

Why the shortcoming?

Today’s CRMs, in even the most sophisticated implementations, track seller activities, not deal-moving sales behaviors.

I just finished reading a new client’s sales process document, which defines sales stages, tells the company’s sales professionals what tasks should be completed in which sales stage, and what resources are there to help them. It was a very thorough document, obviously well thought out and logically presented in considerable detail. It was tightly integrated with the company’s CRM system, and sellers can easily track the activities outlined in the playbook.  Of “selling process/CRM integration” efforts I’ve seen, this one is above average.

Here’s the thing:  in 35 pages, the customer’s buying process was almost invisible:  There was almost no insight into the customer’s journey, what it might look like, or who might be involved.

  • While several common roles were mentioned, zero coverage was given to what each role commonly looks for, or how they interact.
  • There was no mention of common value drivers at all – unless you count “provide test reports on features where we outperform competitors”. That is, there was not attempt to ascertain which product advantages might actually result in customer value.  And, actionable information like which value drivers might apply to which common buying personas was completely off of the radar screen.
  • While the sellers were doing all of their well-regulated selling activity, there was no mention of what complementary buying actions they should expect the customer to be doing.
  • There was strong emphasis on investing time and resources on the best customers, but no real definition what “best customer” looks like, other than “spends the most”.No particular mention of whether they are a fit for this company’s premium products, and certainly no attempt at a scoring system for “best customer”.

The difference between “above average” and “world class” is powerful.  World class selling organizations implement sales methodologies which address these (and other) gaps.  Miller Heiman Group clients have had the ability to overlay such methodologies on their CRMs.

What does the difference get you?

When you have a methodology that aligns selling and buying processes, then helps sales people diagnose the actions that will keep customers moving along their buyer’s journey, several things happen:

  1. You can identify deal-moving sales behaviors
  2. You can diagnose at-risk deals in time to rescue them…and know how.
  3. You can replicate high-performance behaviors across your entire sales team.

This sounds pretty powerful, right?  When sales leaders, particularly front-line sales managers, are able to diagnose and coach within a dynamic coaching culture, sales performance outcomes improve dramatically.

A new generation of CRM is the next innovation in sales performance:  What if your CRM was able to do some of the diagnosis automatically, so that front-line sales manager diagnosis time wasn’t the bottleneck? You’d really have something, wouldn’t you?

The new generation of CRM is here.  It’s an instrument for sales performance improvement, not the same old compliance hammer.  It’s combined with the world’s most highly respected methodology for complex selling…a methodology updated for even greater results for today’s generation of sellers. Where traditional CRMs measure seller activities, this new CRM is centered on selling behaviors that move deals, identify at-risk deals, and coach performance electronically.

Is the view worth the climb?

Adopting any new system is a substantial investment of resources.  While having a more manageable sales system is valuable to managers; real ROI comes from having a dynamic coaching culture.  Close rates climb by an average of 18%.  The view – the return – is high.  The results have been proven over decades.

Our new system is the easiest to implement way to achieve that dynamic coaching culture in existence. The climb – the cost — has never been easier.

This set of instruments are easy to customize to many businesses.  I’m happy to spend some time with you learning about your unique situation to see if we can apply this powerful solution to your needs, the way you need.  Contact me if you want to talk more.

To your success!

Categories
Marketing Personal Development Sales

Sales Culture, Elevated.

This article is part three of a three-part series on the future of sales performance.

In parts 1 and 2, I wrote that:

  • CRM alone not enough; in fact, many companies have found it’s the tail that wags the dog.
  • Process, and even more importantly, methodology are real difference-makers. Coaching process and methodology makes performance improvement sustainable.

In this article, we’re going to dig a little deeper into the coaching that drives long term sales success. Sustaining world-class performance is about sales culture; culture that ingrains process into the operating rhythm of the organization. Process and methodology do no good unless they are internalized by a sales organization, and the process of internalizing establishes a strong sales culture. When a methodology becomes the default go-to-customer approach for your organization, it enables the three goals of a sales system:

  1. Drive deal-winning behaviors, not simple activity-based measures.
  2. Re-vector at-risk deals, identifying and mitigating risks with opportunities.
  3. Replicate winning across, raising the performance of all sellers in the team.

Dynamic coaching culture

CSO Insights has conducted extensive research supporting the value of a dynamic coaching culture.  The research shows that companies whose coaching culture captures analytics from successful sales, refines sales data into define winning sales behaviors – then supports sales leaders as they coach those behaviors across the sales force outperform their peers.  Dynamic coaching culture is different than simple coaching:  there is a closed loop between results and how process and methodology is emphasized by the organization.  This loop drives self-sustainment and continuous improvement.

Dynamic coaching cultures experience far superior outcomes than average sales organizations:

  • A higher percentage of these companies meet revenue plan.
  • More reps make quota. The gains come from across the sales force, not just a few high performers
  • Win rates are higher. This means forecasts are more accurate
  • Late loss rates are lower. Fewer of those resource-sucking late losses that ruin sales productivity
  • Staff turnover is lower. Lose fewer of the people you want to keep, rehab more of the marginal performers, converting them to keepers.

A robust self-sustaining coaching culture builds the foundation for two things:

  1. Sales performance. The outcomes above are worthwhile goals in themselves, but…
  2. Self-sustaining culture (manager bench strength, coaching acumen, leadership succession/career path). Building a sales culture to last means building sales careers worth having.

The Past, Present and Future of Dynamic Coaching

Let’s look at where we’ve been, and where we’ve led our industry: coaching on CRM-resident tools.

I’ve worked with Miller Heiman Group (and its predecessor, Miller Heiman) tools for almost 30 years. Success in my business is all about delivering outcomes for clients. The reason Miller Heiman Group is the largest in the B2B space is that we’re the partner sales organizations keep engaged with longer…we have the least leaky bucket…growing our clients is how we grow.

Based upon thousands of client engagements, I can tell you with absolute conviction that the key to long-term success is in not conducting training events, but executing long term change in selling behavior organization-wide.  A successful engagement is almost universally the one with a robust component of sales manager coaching, where front line managers become the primary change agents.

The gold standard of coaching is personally diagnosed and delivered by the front-line sales manager (FSM).  This kind of coaching is high-touch, requiring not only discipline by the FSM, but a corporate capability in developing coaches and prioritizing coaching activity over the many other demands on an FSMs time.

While manager-delivered coaching is preferable, it is not always available at the right time for every deal.  We have also noticed that a large proportion of coaching is on a core set of selling behaviors.  That is, managers tend to diagnose and coach the same behaviors over and over.  With the right methodology and the right CRM system (one that helps track deal-moving behaviors, not meaningless activities), an intelligent coaching platform is possible.

Where you can go:

  • Instead of manager-initiated intervention, how about system-led?
    • Not today’s activity-based prompts. Selling behavior-based prompts…seller actions that moves deals, not activity that occupies selling time
  • A rules engine, based upon 40 years of Miller Heiman Group expertise, which can diagnose those repetitive selling
  • AI/big data capabilities which can take it even further.

Where are You?  Where Do You Want to Go?

When you’re tracking and managing to activities, today’s CRM can work just fine.  On the other hand, when you’re trying to establish a rigorous selling culture with a consistent management cadence, you can more efficiently accomplish the three goals of a world-class sales system::

  1. Drive winning selling actions. This means actions, not activities.
  2. Change deal outcomes more rapidly identify at-risk opportunities and figure out how to re-vector them toward success.
  3. Replicate success. Learn what behaviors predict success in your business, and turn them into a rules engine for your sales tool to automatically recommend.

We Can Take You There

Miller Heiman Group has leveraged over 40 years of sales performance expertise into a powerful set of tools.  They have bundled methodology with a dynamic coaching application, which can be freestanding or integrated with a CRM system. It helps front line sales leaders by lightening the routinized part of their coaching load, allowing them to concentrate their time on higher level opportunity strategy.  Sellers become more effective by building sound selling behavior habits.  Finally, senior sales leaders see improved results, and have insight-producing analytics into how to improve sales even more.

I’m excited about this new capability, and am thrilled to offer it to clients. Contact me to discuss whether we might drive winning actions, change deal outcomes, and replicate success in your organization.

Categories
Best Practices Personal Development Sales

CRM: Is the Tail Wagging the Dog?

Note:  This is the first of a three part series on how sales performance management is evolving

According to their marketing materials, Customer Relationship Management (CRM) applications solve just about every sales problem your company has ever experienced. Are the promises true?  Or…does CRM just help make your existing processes (good or bad) more efficient –at best? Do your sales people feel like you own your CRM or that your CRM owns them? Is CRM the tail wagging the dog?

CRM systems have powerful functionality, and are able to analyze more data all the time.  And yet, an alarming percentage of CRM implementations don’t meet expectations – see the chart below (CIO magazine recently found 33%, a more current figure, but not out of line with history).  Those numbers look worse when you examine how “expectations” were defined.

What’s going on? CRM Alone is Not Enough

 There are a couple of reasons why CRM implementations miss expectations:

They typically focus on selling process alone.  I’ll discuss this in greater depth next week, but selling process is the easy part: aligning with the customer’s buying process is where big gains in effectiveness happen.

CRM can only analyze the data it has access to. Order history reports tend to be pretty accurate, but opportunity pursuit data is almost always sketchy at best…especially for lower-performing sales people.

For sales people, CRM is often simply a compliance tool; that is, it’s an administrative system to track actions. If it doesn’t help sales people win opportunities, it doesn’t get used.

Even worse, the actions tracked aren’t quality actions that lead to success, and everyone knows it.  If CRM’s intent is to streamline customer interactions, most implementations don’t measure up. Why? Many companies fall into the trap of tracking what is easy to capture, not what’s important.  Analyzing non-predictive data gets you lots of numbers, charts and graphs, but no real insights.

The tail wagging the dog:

If all CRM is in your organization is a tool to track (the wrong) activities… and you’ve become a slave to tracking those activities, you exist to serve your CRM, not the other way around.

There is a huge difference between a tool that makes sellers more effective and one used by managers to gather semi-meaningful data.  While I don’t want to ignore the importance of lightening a front-line sales manager’s reporting burden, that benefit may not be worth the cost s of implementation.

While they’re billed as sales performance tools, most companies’ CRM implementations fall short. When CRM becomes merely a compliance and reporting tool, you’re in trouble.

Worse, if you fall into the trap of measuring only the wrong activities (unfortunately, that means measuring activities that CRM finds easiest to measure and track), you’re in the worst kind of trouble.  You’re not leading with measuring the right things.  Opportunity counts mean nothing.  Winnable opportunity tracking means something. Understanding how to turn an at-risk opportunity into a winnable one is everything.

What should CRM be and do?

While CRM should also be able to analyze post-sale information, it should be a tool for sales professionals. Companies should set a high bar for their expectations. To be a genuine tool for sellers and their leaders, the next generation of CRM needs to:

1. Drive effective selling behaviors(not mere activity tracking). My expertise is selling behaviors that drive sales – as opposed to activities that sales people could perform.  For example: I want to drive great conversations with the right people, not number of calls completed.  Today’s CRM implementations typically help leaders track the latter, when they know they should be driving the former.  The ideal CRM should help alert sales people to the right behaviors at the right times.

2. Change deal outcomes: using expertise, a CRM system should proactively identify which opportunities in your funnel are at risk…and more importantly, why.  That same CRM system should automatically tell individual sellers what to do about it. Early risk identification and management (mitigation or de-resourcing) would be gold in the hands of a selling organization.

3. Replicate Winning Behaviors. The sales behaviors that predict selling success are observable, trainable, trackable and coachable. Uncovering those behaviors, then replicating them sales force-wide by training, coaching, and tracking those behaviors, allows you to bring all of the sellers on a team to a higher level. A CRM that does this would be a huge advantage for a selling organization.

Where CRM has been.  Where It’s Going

CRM has evolved through three major generations:

  1. Contact manager.An automated Rolodex and tickler file.
  2. Massive powerful DB that does everything – some are capable of managing the ordering and assembly logistics of a space shuttle…although integrating proposals and contracts with enterprise resource planning, etc. were common uses.
  3. Today, State of the art CRMs “’Manage’ the selling process”; that is, ather seller data on their activities.
  • Activity-based selling fits today’s CRM tools best.
  • Activities and behaviors that align selling activities with customer buying processes (customer-centric sales methodologies) are firmly out-of-scope.

My company has had, for years, a skinny software stack for CRMs that allows sellers to practice methodology within CRM.  It allowed sellers to benefit from CRM as a performance-enhancement tool.  Because of that, many clients find that CRM utilization by sellers dramatically increases, yielding data accuracy benefits to the organization. (Ironically, some companies have bought sales training –at least initially–to finally achieve acceptable compliance with CRM).

Today, even the best coaching is done in-person, by managers examining meeting plans, account plans and opportunity pursuits, diagnosing selling behavior gaps, and conducting coaching conversations.  The skinny stack is great for this. Tools that score opportunities and selling methodology behaviors (methodology is what connects sales process to customer buying process) have enhanced the skinny stack tool even further.

The three requirements of a great CRM implementation above are met with this skinny stack.  The challenge:  coaching is almost 100% in-person, a large demand on front-line-manager time resources.

What if there was a true sellers-first tool, that helped sales professionals be great?  What would that look like?

Watch this space…or contact me right away to learn more.

To your success!

Categories
Best Practices Management Personal Development Sales

You Can’t Test Your Way to (Sales) Performance

In the sales performance space, there is a growing disconnect between performance focus and learning focus.

If my email and voice mails are any indicator, there is an explosion in learning technology options crowding into the sales enablement world. An important part of my business is learning about these powerful tools for knowledge dissemination, especially as they apply to sales forces.

Learning and training tools are more accessible, more available, more efficient and more effective than ever before. There has never been a better time to be involved in the adult learning industry. However, adult learning is the least interesting part of my business. My true business is achieving lasting results for my clients.

There are two big differences between a learning focus and a results focus:

  1. Improving sales performance requires far more than knowledge acquisition.
  2. Knowledge acquisition isn’t the weak link in the chain.

My own company, The Miller Heiman Group, is innovating in many areas including improving the learning portion of the “sales performance improvement” chain. The chain metaphor fits: knowledge transfer without behavior change achieves little of lasting commercial value. If all my firm became known for was innovation in learning, we would fail our clients. “Watch this space” for exciting innovative performance management tools, though.

Sales performance improvement is far more than “training…poof!”

A great instructor can teach all of the techniques of a golf swing—grip, stance, backswing, body motion, hand action, hip turn, follow-through, etc. – in a couple of hours. That couple of hours won’t land anyone on the pro tour, though. That’s even if the student scored 100% on a post-training assessment; confirming that they acquired every atom of the instruction.

Similarly, sales performance is about adopting new selling behaviors; working to turn them into “muscle memory”. Teach those behaviors and test for comprehension all you want, but without coaching and guided practice, little or no performance change will result.

Alarmingly, many learning professionals claim that “training effectiveness” should be measured by testing for effective knowledge acquisition. The trap: testing for knowledge acquisition is easy via (electronically-administered) tests. This is a classic application of John Tukey’s quote “Far better an approximate answer to the right question than a precise answer to the wrong question…”. Testing for comprehension is so much “the wrong question” it verges on criminal: sales training comprehension alone won’t deliver the results sales leaders need. Sales training simply isn’t that kind of simple “know it = do it” material.

The pitfall to “teach-and-test only”:

Knowledge acquisition isn’t the weak link in the chain.

Training events are easy… compared to getting your sales teams to consistently adopt sales methodology behaviors. Behavior adoption requires observation and effective coaching over an extended period. Think about the time to train you to swing a golf club vs. the time it takes to achieve proficiency — then excellence. Also, think of the difference that great coaching can make in ramp-up time.

Sure, training and testing have their place. Training introduces and describes desired behaviors. Testing confirms understanding. Knowledge and understanding are important steps along the adoption path. It’s difficult to coach effectively without a clearly communicated set standards and expectations.  Thus, there is a chain of events –with training and testing for comprehension as one link.

In my experience, a training event ends where the most powerful work starts. That’s where behavior coaching begins, where new habits are formed, and where lasting results are embedded…where a performance initiative becomes consequential.

The “weak” link in the chain is building new habits with your people. I call it the weak link not because of a lack of coaching tools, or ineffective ones. Rather, weak refers to the reality that people and organizations generally struggle with change. Unsurprisingly, changing behaviors is the most common failure point in a sales performance initiative. Organizationally, behavior change requires that you plan, communicate, involve, lead, and commit. Individually, sales leaders need to develop, observe, diagnose, coach, and persist. Once behaviors are instilled, the methodology becomes sustainable. I use the chain metaphor because if a coaching/sustainment piece is missing, the whole initiative risks missing on the desired outcome – and the investment has limited return.

A stronger chain

To achieve strong results, put together all of these elements:

  1. Great sales methodologies…yes, and teach them effectively. I’m aligned with the most successful B2B methodologies in the world, and can tell you why. My company is now a leader in learning innovation, and I’m proud align myself with them.
  2. Great coaching and training tools that help front-line sales managers (one key point of differentiation between success and disappointment) become effective behavior coaches. My clients can access a full set of rich coaching and sustainment tools, plus my commitment to integrate those tools into working solutions that result in meaningful outcomes.
  3. A great execution and change plan individualized for your organization. Just buying “butts in seats” from any training company — no matter how good their material is — runs the risk of assuming away this critical component. This link in the chain doesn’t come from a training company.

Understand: testing for material mastery is not a predictor of outcomes. Not even remotely.

The overwhelming differentiator in successful sales performance initiatives is effective behavior change, not behavior description. Make sure you have a clear change management path before you decide to “train your people”. Be sure you understand how your learners will be coached into becoming performers.

I’ve seen some e-learning tools claiming to perform automated coaching – verifying behavior change. Now that’s a cool concept, and I’m eager to see those technologies mature. In the meantime, feel free to contact me if you’d like to discuss behavior change and organizational change management that works. For you, your organization, and your aspirations.

To your success!