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Right Organizational Structure For Sales Performance Management (SPM) Operations

Author:  George O’Connell

I have observed a wide range of organizational structures for Sales Performance Management (SPM) operations. Compared to any other organizational operation, SPM operations are somewhat an oddball because there is no single department in the organization that is a natural fit to take full ownership. Roles and responsibilities are often undefined and spread across multiple functional groups.  There isn’t a standard best demonstrated structure that fits all businesses. The SPM operational responsibilities are by and large split evenly between the HR, Finance, and Sales Operations teams.

To ensure the most effective practices, the organizational responsibilities should be assigned to the most qualified, and experienced resources available in the organization.  Anticipated business changes, in addition to the existing workload, should be a factor in deciding how to build SPM organization.

If, at any given time, a particular department needs to focus their attention on other critical business issues, they should be excused from SPM’s operational responsibilities. For example, HR may be dealing with high turnover, core HR system installations, or a lack of experienced resources needed to manage programming staff.  Likewise, Finance and Sales Management, and Sales Operations will have their own specific challenges.  In fact, Sales Operations may be viewed as too closely controlled by Sales Management to be appropriate gate keepers for commissions and bonus payments.  Nevertheless, each one of the organizational options can be designed with all the appropriate management controls.

The right resources in any one of the three departments can produce excellent SPM operations results. For most companies, an evaluation of current talent and performance is needed to select the team with the highest probability for success.  Once the dedicated SPM operations group has been selected, it can function successfully under the guidance of any one of the three departments.

The following three steps will help guide a company through the organizational set up:

SPM Advisory Board

The company should setup an SPM advisory board to oversee and approve changes to compensation plans and processes. The approval process will involve many aspects, such as legal issues, HR compensation policy, cost analytics, strategic financial decisions, sales management objectives, systems capacity, security, performance issues, etc.  The senior advisory board should be the governing body that makes the final decisions for all SPM related projects and investments.  A well functioning board will give the SPM operations team clear and timely direction so they can deliver effectively on companywide pay for performance objectives.

The senior leadership group should be comprised of representatives from HR, Finance, Legal, Sales Management, and Technology.  Once the most qualified department is selected for direct SPM responsibilities, the board should monitor the performance of the dedicated team responsible for all SPM operations.  The most senior SPM manager should have a seat at the advisory board meetings.

RACI Chart

Once the SPM organization is formed, the detailed responsibilities and scheduled interaction with the advisory board should be documented.  Every company should put together a RACI chart to outline various functions involved in SPM and clearly define responsibilities and ownerships around these. Sample RACI Chart can be downloaded here. The best SPM organizations have “end to end” process responsibilities–from data capture, vendor management, SPM system design, plan development, pay calculations, testing, and reporting, to on-going support.   Effective management of these end to end processes insures that the SPM team delivers accurate and timely results critical to maintaining excellence in sales performance.

Another important role of the SPM team is to keep the advisory board apprised of systems development, data or calculation issues, company sales payout trends, resource requirements, and all other operational factors impacting pay plans, projects, and cost.

Flexible Staffing Model

SPM operations usually require close interaction with the company’s IT organization, HR payroll staff, Financial Planning, Sales Management, New Product Marketing, and Legal departments.   Due to the quick turnaround requirements, and the impact of revised or new annual compensation plans, SPM is best managed with a flexible resource pool.

Incremental resources from other departments, vendors, or outside consulting firms are frequently required to meet project deadlines.   It is unlikely that a cost effective Sales Operations team can deliver a new compensation plan within 60 to 90 days using only in-house staff and management.  SPM organizational resource needs are fluid, project based, and sometimes seasonal.  The quality and timeliness of the incremental resources are often critical to the success of delivering pay for performance responsibilities.

In summary, org structure for SPM operations is unique for every company. An SPM advisory board can provide guidance and decisiveness. A RACI chart helps clarifying who does what, and creating a flexible staffing model will ensure an effective SPM operation.

About the Author:  George O’Connell has on premise and SaaS expertise in the area of Sales Performance Management (SPM) and Incentive Compensation Management (ICM). His experience includes design, development, operations, governance, and analytics for a company with $2.5 billion in sales to over 500,000 customers.   He has managed SPM operations for a wide range of sales channels including telephone sales, sales executive channels, union contracts, new business start-ups, call centers, third party vendors, sales management plans, and director / sales VP compensation.



“Broken” SPM / ICM Systems

broken-chain - Copy (320x80)“Our incentive compensation management software is broken. We need something new.”

Over the past few months I’ve heard that statement and similar sentiments from at least four companies. All were using Gartner defined Sales Performance Management (SPM) “Leaders” ) yet all believed their SPM system was failing them. The companies complained about the lack of flexibility to adapt to their changes and some were moving to manual processes to get commission calculated.

Speaking further with these companies highlighted the same core issue at each firm and it had very little to do with their SPM technology and everything to do with their staffing decisions. For instance, one of these companies had been successfully operating their sales compensation system for over three years. Three years of success and then the only trained person to maintain and operate the system left the company.  Then, much to the company’s surprise, everything came to a screeching halt. The company blamed the software for not being flexible enough and set off to find a new system.

While it’s easier to blame a vendor than to accept responsibility, this company was operating with a naïve assumption that anyone could step in at any time and keep the system running.  IC systems are complex and require the proper staffing, training, and maintenance to keep them operating smoothly. Single points of failure are never safe (would you fly with only one pilot?). Maybe it was the original sales pitch that told them how easy things would be that led them to this point? Maybe it was a short term situation that turned into a long term situation? Regardless, if you want to minimize your risk of a service disruption and make proper use of your SPM solutions, take the following steps.

1. Document
You must maintain some minimum level of documentation. In the case cited above, there was nothing in writing – it was all in the head of the one user. Start with a simple ‘run book’ that documents the major steps in your commission cycle (i.e., data loading, calculations, QC steps, outputs) as well as a Data Flow Diagram. Each cycle, make note of special cases and exceptions and use the history of multiple cycles to guide you to process improvements.

2. Staff Appropriately and Cross-train
It’s important to have skilled people (more than one) supporting your IC system. Companies all too often fail to appreciate what it takes to manage an SPM system well – trusting too much in the tool’s much advertised flexibility. Companies that do this well, acknowledge that this is a specialized skill set and requires people who are adept at managing multiple constituencies and who are able to translate requirements to produce deliverables. Be sure to anticipate and address peak staffing needs as well by cross-training beyond your core support team (for example, you can have the person who is responsible for quota maintenance also learn your ICM system).

3. Stay Current
SPM/ICM vendors are constantly rolling out new features. Pay attention to those and proactively work to incorporate those into your configuration. That means staying on (or near) the latest version of the software as well as investing in training – both base-level training to new staff and advanced training to more tenured staff. Join and participate in local user group meetings and attend the vendor’s national conference (i.e., Callidus’s C3 and IBM’s Vision) each year.

4. Archive Old Components
Be sure to allow for time to archive and remove unused components (rules, data, reports, etc.) from your system to keep as clean as possible. Doing so extends the overall life of your incentive compensation system, keeps the processing speeds faster, and allows for faster configuration changes.

In summary, managing sales compensation programs takes considerable focus and proper staffing. Recognizing and addressing this is critical to its successful operation. To discuss this further feel free to email us at info@spectrumbiztech.com or call us at (408) 813-1443.


About the Author: Dan Ganse has 20 years of deep expertise in the area of Sales Performance Management (SPM) and Incentive Compensation Management (ICM). His experience includes assisting customers in all aspects of enterprise-wide incentive management and brings a unique combination of business and technology expertise to address customers’ incentive management issues.



How To Communicate Compensation Plans Effectively

2015 is nearly upon us and many of you are preparing to roll out new sales compensation plans and supporting documentation. How do you ensure that your plan document has all the right ingredients and is communicated to the sales reps in the best way? Here are a few tips you may find useful.

Distribute the Plan Document Early
It is critical distribute the plan documentation as close as possible to the start of the plan year, preferably within the first week of the new plan year. At least two states – California (AB 1396) and New York (Section 191 of the Labor Law) – require that employees who are paid on commission must be provided a written contract which sets forth the method by which the commission shall be computed and paid. These laws further require that the employer provide a signed copy of the commission agreement to the employee and obtain a signed receipt for it. Delaying indefinitely (or skipping) formal documentation is no longer simply a bad business practice but put you on the wrong side of the law. Do whatever you can to get your plans out on time.

Setup Webinars
Often, major changes are incorporated in the new sales plan and simply pushing the document to the sales reps is not enough. If there are significant changes to the design, setup webinars with the reps and walk them through the plan components. Give them a platform to ask questions and clarify; their questions may even give you important inputs to make suitable changes to the document.

Provide Clear Guidance on How to Sign the Document
Many systems allow you to capture an electronic signature. However, sales reps often plead ignorance about this when clear instructions are not provided. Focus on a couple of things here: First, provide a clear guidance on the signature process. Second, clearly indicate the due date and send reminder emails couple of days before the due date. Send follow up emails to those who miss the deadline and copy their direct manager. And consider what some companies do – withhold commission payments until you have a signature on file.

Make Your Plan Document Lean and Precise
We often see plan documents that are too bulky which make them tedious to read and hard to follow. Most of the bulk comes from the Terms & Conditions of the compensation policy. Focus the document on the plan components and corresponding business objectives and make the Terms & Conditions as a common appendix.

Consider Adding a Clause About Windfall Payments
You may periodically experience a windfall sale – a large sale that the selling rep didn’t have much influence over. This often translates to a large, singular payment of two to five times the annual target commission target. Instead of simply paying this out, consider the safeguard action of having a windfall clause in your plan like “Under extraordinary circumstances, the company has the right to adjust the total commission payment based on a common sense business approach.”

Use Charts and Graphs for Visual Appeal
The compensation plan document can be a great motivational tool. If you include graphs and charts which creates an imagery of how compensation figures grows when attainment levels rise, it attracts your sales reps attention immediately. A picture paints a thousand words!

Communicate Linked Components Clearly and Concisely
Some plans will link the payment of one component with the performance of another component. For example, a sales rep could carry both a product and a service quota. Companies that link components don’t want a rep to be satisfied with payment on a single component at the expense of the other. Typically these plans work in such a way that the rep does not get a product accelerator unless he also meets the service quota (or vice versa). Numeric examples should be used to help the rep understand their compensation under various scenarios. Each scenario can depict a service-product quota break up and projected earnings.

Cover a Single Position or a Role
There can be situations where an individual has carried out the responsibilities of two roles for a limited period of time. For example, take the case of a manager who has filled in for a sales rep who has quit the company. For such cases, do not create a new plan. The individual should be assigned two separate plans for each position or handled as an exception and with senior management approval.

Now that you are ready to go out with your plan, one last thing!

Make sure the plan document is reviewed and blessed by all stakeholders (i.e., HR, Legal, Sales, Finance) before you communicate to your sales reps. The last thing you want is to make yet more changes to the plan document after the rollout.

Make it a good year!



5 Lessons SPM Professionals Can Learn From The Mayflower Pilgrims

Mayflower

The Mayflower’s voyage was a test of will and survival. The pilgrims had sold nearly all their possessions and worked hard to pay for their passage. The voyage was a stormy and unpleasant one with many of the passengers so seasick they could scarcely get up. After more than two miserable months on the Atlantic Ocean, the band of 102 people finally managed to reach the New World.

The colonists spent the first winter, which only 53 passengers and half the crew survived, living onboard the Mayflower. Once they moved ashore, the colonists faced even more challenges. During their first winter in America, more than half of the Plymouth colonists died from malnutrition, disease and exposure to the harsh New England weather. Without the help of the area’s native people, it is likely that none of the colonists would have survived. An English-speaking Pawtuxet named Samoset helped the colonists form an alliance with the local Wampanoags, who taught them how to hunt, forge, and grow local crops. At the end of the next summer, the Plymouth colonists celebrated their first successful harvest with a three-day festival of thanksgiving. We still commemorate this feast today.

Sales Performance Management professionals can learn a few lessons from the way the pilgrims battled the odds and demonstrated their survival instincts. We listed some of them below:

1. Have faith in your purpose
The pilgrims were known for their unwavering conviction of reaching their destination. They had a strong purpose to settle and had full faith in their belief in God and confidence in themselves to survive the testing ordeals.

From an SPM professional’s standpoint, having a clear goal or purpose is crucial for sustaining your performance. You should clearly understand how your role in sales operations enriches the effectiveness of the salesforce and how the belief in your own contribution supports and drives the strategic goals of the entire organization.

2. Practice Discipline
The Pilgrims demonstrated an example of disciplined living, not only by completing the long and difficult voyage but also the way they had survived in a new and completely unknown geography by being adaptable and flexible. Their ethic of self-mastery and discipline is a learning deck for SPM professionals.

An SPM professional’s job has multiple facets. You cannot afford to lose sight of one at the expense of another. You must constantly work towards making the salesforce more productive. You work on providing better analysis to help them make better and faster decisions, shortening the sales cycles, increasing the sales frequency, and increasing sales deal size.

It’s about understanding your role, committing to the process and delivery schedule, understand how you fit into your role, communicating with the key stakeholders, letting them understand and appreciate your role, and taking proactive steps rather than just let wait for people to come and ask for things.

The practice of discipline to drive salesforce efficiency with flexibility and adjust processes to meet business demands is the hallmark of your success.

3. Care About Others
The Pilgrims had social concern. They lived with locals who looked different than then did and had a different religion and culture. They knew that they were citizens of another world, but they sought to improve the world they were passing through. The Pilgrims made their new world better, not by tearing down the old, but by constructive work and fair dealings with their new neighbors.

In an SPM professional’s world, there are multiple stakeholders like Sales, Finance, Human Resources, Legal and IT involved in a sales incentive plan. You cannot adapt a reckless approach to deal with all these stakeholders. You need to be politically savvy to interface with them while maintaining the focus on supporting the sales organization.

In addition to the internal stakeholders, pay attention to your external ‘customers’ – the salesforce itself. Understand how business conditions and natural disasters can affect them. For instance, when Hurricane Katrina struck in 2005, many of the leading sales organizations adapted to the situation to give quota relief to their salesforces. Remember, your salesforce is your customer. Be compassionate and flexible. Make exceptions to the rules at the right times and for the right reasons to make your sales team function better.

4. Dream Great Dreams
The Pilgrims dreamed great dreams. They dreamed of a haven for themselves and for their children. The Pilgrims’ strength of spirit was forged by a strong faith in God, tough discipline, a foresight, and by regular habits of winning against odds.

As an SPM professional, do not lose yourself in your regular daily activities. Take a holistic approach and look at your function as the binding key between the corporate business goals and sales execution. Put on your system thinking cap to build structured processes around quota setting, territory alignments, sales compensation management et al, not for the sole purpose of moving up the value chain as an individual contributor. You are here to help the entire corporation in achieving its mission. Think big!

5. Triumph of survival instinct
The pilgrims exhibited tremendous fighting instincts during the voyage. After battling the storms and sea sickness for more than two months, when they finally reached the Plymouth Rock, they had no home or food. It was winter, and most of them were too weak, cold and hungry, to survive. However, they had the indomitable spirit and mental toughness to survive the trying conditions.

SPM systems have their own storms and trying conditions – they face frequent data disruptions and continuous changes in strategies and internal IT systems. There are numerous dependencies and external factors that can very quickly bring in significant changes to business processes, incentive plans, and resource availability. This is the reality of your job.

In spite of these difficulties you have to be able to adapt and guide the processes and procedures to support an organizational goal – to make your salesforce succeed in the field. It may be cliché but “change is the only constant factor.” You cannot do much to stop or avoid the changes, but you can accept the changes and adapt your systems and processes to adjust to those changes.

Be tough and let your survival instinct come to the forefront. You will always triumph at the end!

Have a safe and happy Thanksgiving!



Key Questions to Ask SPM Vendors Before You Buy

You have done the hard work with internal assessments of your sales performance management needs distributing RFIs and RFPs. Now you are getting vendors to come in for sales talks, and you better be prepared to ask them the tough questions.

Spectrum and its consultants have worked with well over 100 firms deploying SPM systems and based on our experiences, we have assimilated some key questions that will help you in the final selection process.

The questions fall under three categories – product features, pricing, and support.

1) Product Features

Basic feature evaluation is covered by most teams. Here are some of the important but often ignored areas to question the vendors:

SaaS versus On-Premise – If vendors offer both on-premise and SaaS deployments, understand if the vendor has a clear preference. In case of many vendors, only the SaaS product is being actively managed and upgraded.

Data Integration – Does the SPM product have a built-in ETL tool or does it rely upon other external ETL tools? Some SPM products include this while others do not. Typically if they’re included your end users can do more ‘heavier lifting’ within the product.

Reporting – You should understand what it takes to build new reports. This task is easier in some tools than others. Are there any out-of-the-box reports available? Are they useful for your organization?

Workflow – Another important question to ask your vendors is about the workflow possibilities. Ask the vendor if the software handles disputes, territory alignments, quotas (setting, communication, approval, and/or relief). Can the system generate email and other types of alerts?

Mobile Use – Look at how the end user experience is on mobile devices, especially for sales reps. How easily is that experience supported (heavy and specific mobile configuration efforts or part of general definition that then translate well to mobile)? Understand if the vendor has an app that they use or if this is done via web browser.

2) Pricing

Your vendors may provide you a range of pricing models. You have to spend some time to understand the pricing parameters of the contract and understand what may increase the prices. If it is SaaS model bid, you have to size up the hardware and build out databases. If the actual data used is much more than planned, you will end up paying more (sometimes a lot more) money to the vendor. Ask questions to understand the storage variables and how sensitive this is.

Most companies also base pricing on payee or overall user counts. Get your vendors to provide the incremental cost if your users increase as well as saving if your user counts fall.

Be sure to ask about the pricing after the initial term and seek a rate hike cap on the future pricing. Check if there is an early termination fee, and if so, seek to eliminate or negotiate this fee lower.

Don’t forget to ask about not-so-obvious costs related to implementation, training, upgrades, test environments, data retention, data archival, data backup, etc.

For implementation fees, you may have fixed bid contracts on the table which come with a set of fixed assumptions. Often these assumptions are broad enough that they leave your implementation vendor plenty of leeway to seek additional fees. Pay attention to these assumptions and seek to clarify them so you really understand the implementation parameters of your project.

3) Support

Be sure to clarify the ongoing support model with your vendor – what’s available for purchase and what you are in fact purchasing.

You want to first make sure your vendor provides a helpdesk and/or web support and then look for a service level agreement (SLA) on response times for fixing bugs and addressing product defects. Understand what self-help tools are available (i.e., online help, knowledge bases, user community, etc) and work to gauge their level of helpfulness (some are not actively managed and are more to simply say a YES on RFP responses).

Most vendors provide product support but not configuration support. You need to understand whether the support is a skill you want to build and maintain in-house or if you prefer to use outside assistance. If you want outside help, some of the software vendors provide this as an optional service as do specialized 3rd party SPM/ICM service providers, including Spectrum Technologies.

Last but not the least don’t limit your reference checks to customers provided by the vendor. Use your network to find out more customer references independently to gather as much information as possible to guide your decision.

Good luck with your upcoming vendor evaluation!  To discuss this further feel free to email us at info@spectrumbiztech.com.com or call us at (408)-813-1443.



5 Reasons Why SPM Projects Fail

failure-success-300x225

Sales Performance Management (SPM) projects are complex and most don’t complete on time or within budget.  As a specialized SPM services firm, Spectrum has worked on numerous SPM implementations with a variety of technologies.  The following our five of the top reasons why SPM implementations run into issues and our take on what can be done to mitigate those risks.

# 1 – Lack of Executive Sponsorship

SPM projects involve participation from multiple business functions like Sales, Finance, HR, Legal et al.  There is always a possibility of participants losing momentum on project tasks, as they also need to focus on other regular job.  The presence of a senior leader as an Executive Sponsor of the SPM project, who everyone looks up to for directions and guidance, helps in keeping the focus of the team on the project priorities.

Decision making in a multi-dimensional team comprised of mid-level managers is a challenge.  The project runs into time pressure frequently.  The executive sponsor understands the success factors and constraints too well.  With the authority to take quick decisions, he helps aligning the team to his directives and ensures that timelines are met.

# 2 – Poor Project Governance Model

Since multiple functional departments have participants in the project, involving all the stakeholders throughout the life cycle of the project is an absolute necessity.  A consistent, proactive and methodical communication platform ensures that the all the stakeholders are well informed of all the elements of the system that are being impacted during the project.  It is important to form the steering committee very early in the project that lays down a simple and transparent project governance model, identified the dependencies and risks in the project, establish a versatile project plan involving all stakeholder participation and a sound  communication platform that keeps the directives clear.

# 3 – External Dependencies

SPM projects impact multiple functions such as Sales, Finance, Legal, HR, IT etc, and at the same time get impacted by multiple functions.  This puts SPM projects at high risk, especially the projects with long project timelines.

Several external factors like – a new executive, launch of a new product line, an M&A announcement, economic downturn or legal lawsuits, can very quickly bring in significant changes to business processes, incentive plans and resource availability.  The new VP of Sales walks in with new visionary ideas that put the in-flight project back to design phase!  An enhancement applied to ERP system breaks the data interface and so on.

It is important to realize that SPM projects are not happening in silo.  There are lots of dependencies!  While it is impossible to predict the unforeseen, one has to put in a conscious effort to look beyond the horizon and anticipate the factors that may impact the project.  If there are too many changes expected in the near term, you should consider pushing out the project kick off.

# 4 – Poor Resource Planning

Operational and project responsibilities are different, and it makes sense to keep them separate.

Can the driver of the car also be made responsible for engine tune up?  Yeah, maybe, but generally you wouldn’t expect one person to take on the dual role.  However, in SPM projects, we often see the commission operations team carrying on the added responsibilities for supporting the new project, especially testing.  This leads to severe operational conflict with project tasks.

Like any other complex projects, different specialists are needed to be assigned to specific roles.  Bigger the project, greater will be the resource needs.  If it is so deemed that operational team has to be the one doing testing as well, then one has to plan for the month/quarter ends, when operational team would have no bandwidth for the project.  Don’t assume 100% availability.

Planning of vendor resources is also important.  I have seen projects where multiple vendor resources are on-boarded on the project kick off, even though the ground work of the project is not yet completed!  It’s like getting construction workers on the ground when the floor plan is not even approved.  This burns a lot of money over idle vendor resources causing budget crunch for later phases of the project.

# 5 – Testing Approach

Most popular testing approaches are – Parallel Run and Test Case based testing.  Most often there is not much thought given to which approach is best suited for the project.

Parallel Run approach requires running the legacy (or current) system in parallel with the new (or enhanced) system, and comparing the results for a quarter or two.  This approach does not work, if there are significant changes in the plan design and expected results.  I have seen testing resources working arduously to identify and explain the gaps between the two systems.  If the new plan design is very different, or the old system has lots of known issues, then why waste time in doing reconciliation!  In such a situation, test case based approach is more suitable. However, building numerous test cases, test data, and expected results, is a time and effort intensive approach.

One needs to evaluate the two options, and take a conscious decision on which testing approach is most suited. Very often a hybrid approach works much better.  Compare the results with the old system where there are no changes, and build exhaustive test cases for some selected modules.

About this Blog’s Author
Maneesh Gupta is the founder and Managing Partner at Spectrum Technologies.  Spectrum is a Silicon Valley firm providing specialized services in the area of Sales Performance Management Systems since 2006.  Maneesh can be reached at mgupta@spectrumbiztech.com
 



5 Tips to Manage Annual Changes to Your Sale Incentive Plan

By: Dan Ganse, Spectrum Technologies

It’s that time of the year again, the leaves are changing, pumpkin lattes are back, and you’re starting to hear about changes to next year’s sales incentive plan.

You could sit back and wait and for these changes to find you, hope that they’re small and will be easy to make…but if you’re wrong, you’re setting yourself up for long days and a late program rollout.  It would be wiser to seek out these changes now and carefully analyze their impact on the current IC system.

Here are 5 tips that will help plan for next year:

1.  Start Early

An IC steering committee – typically formed with HR, sales, sales operations, finance, and other stakeholders – often decides on the annual plan changes.  And it’s not uncommon for major changes (e.g., new data sources driving new metrics) to take 2-3 months to implement.  It’s also not uncommon for this group to finalize these changes in mid/late December.  Failing to anticipate these changes will only put pressure on your timelines and the quality of your initial payroll and other deliverables.  And making mistakes – for any reason – will take you 3-6 months to regain credibility.

2.  Run It Like A Project

The key to managing annual plan changes is to make the stakeholders recognize what the key deliverables are to a new plan year rollout.  Push the steering committee to provide final compensation plans as early as possible.

Communicate timelines to all stakeholders early and publish and track dates to reinforce dependencies and accountability.  Establish a weekly meeting with all key stakeholders to share timelines, assess project risks, and resource plan for all roles (HR, support, IT, etc.).  If you’re planning to engage a vendor to help with your changes, secure the resources early on.  Don’t wait for the final plans to be ready as you’ll need to account for enough time for the vendor to plan their own staff and ramp up on your requirements.

3.  Model the New Plan

Modelling the new plan is crucial to ensure that the plan behaves as expected.  Monte Carlo simulation (running repeated simulations with random sets of data) can be particularly helpful to gauge the financial sensitivity of the plan.  You’ll want to understand how the plan behaves under a variety of conditions in order to (1) adjust the plan if the behavior isn’t desired before you launch and (2) serve as a baseline and reminder later in the year when discussions arise to change the plan.

4.  Archive Old Components

Too often, little or no time is spent archiving or removing unused components (rules, data, reports, etc.)  The reasons for not doing this are many – you assume this is a feature of your IC system, you don’t have enough time to do this and make the required changes, or it simply didn’t occur to you to do – but the consequences of not “pruning” these unused components is a more complicated system that is harder to understand and make changes to.

Be sure to allow for time to archive and remove unused components from your system to keep as clean as possible.  Doing so extends the overall life of your IC system, keeps the processing speeds faster, and allows for faster configuration changes.

5.  Communicate to the Salesforce

Your company is spending a lot of money on sales incentives.  Don’t assume that  just because you implement the changes requested that the salesforce knows what those changes are.  And just because you updated the Terms and Conditions of the plan for the new year, that also doesn’t meant the salesforce understands the plan or changes made to it.

Each and every year, it is essential to remind and educate the salesforce on their sales incentive plan.  This can be accomplished through a variety of ways such as testing and certification, road shows promoting the plan, sessions at a national sales meeting, webinars, on-demand videos, and more.  The key is that a concerted effort is made to remind, educate, and drive home the sales plan’s key metrics and overall corporate strategy of your organization.  Doing so, drives the performance of your sales organization and strong ROI in your sales incentive plan.

This is always a busy time of year, where you can be pulled in multiple directions.  Don’t let next year’s sales compensation needs sit idly by – take the time to prepare for what is to come.  Make it a good 2015!



Sales Compensation Management Is Tough: 3 Keys to Doing It Well

3-KeysBy: Dan Ganse, Spectrum Technologies

Sales incentive compensation management (ICM) is a tough ballgame and has unique challenges.  ICM operates at the intersection of corporate strategy, behavioral psychology, and multiple corporate IT systems.

Managing sales compensation is a continuous process that does not end when a new ICM system is brought online.  Good ICM software clearly helps, but there are three critical factors required to effectively manage the sales compensation process.

  1. Expect change
  2. Seek continuous improvement
  3. Staff appropriately

Expect Change
Businesses are always changing and many of those changes have a direct impact on your sales compensation plans.

Events like acquisitions and layoffs impact the sales team size, causing account alignments to change which impact sales quotas; new products are launched and/or abandoned, impacting sales quotas; field sales personnel move in and out of selling roles throughout the year often which has an impact on how those people are goaled, their contest eligibility, sales coverage of their departing territory, and more.  The list is endless – but all require the sales IC system to adapt quickly.

It’s critical for those supporting these IC systems to build flexibility into their system and processes to accommodate change.  Whatever can be parameterized, should be.  Components like quotas, target incentives, commission rates, are easily accommodated by most designs.  Policies should be established for common conditions and adhered to.

Larger changes are difficult to anticipate, but should be approached in a structured manner with standard change control procedures.  Care should be taken to remove old code / rules / parameters to make future changes easier to make and maintain.  When this care is not taken, you are shortening the life of your ICM system.

Seek Continuous Improvement
At the end of every processing cycle, review your processing procedures and be sure to note areas for improvement.  Focus on both improving your team’s productivity as well as the field sales org and executive management user experience with better analyses and analytics.   Take time to update procedural documents, look to automate frequent manual tasks, and maintain a “punch list” of necessary system changes and enhancements.

Staff Appropriately
Companies all too often fail to appreciate what it takes to manage an IC system well – trusting too much in the tool’s much advertised flexibility.  Companies that do this well, acknowledge that this is a specialized skill set and requires people who are adept at managing multiple constituencies and who are able to translate requirements to produce deliverables.

It’s important to have skilled people supporting your IC system, but also to have enough of them.  You should have enough staff to produce ‘higher value’ analyses that deliver true insight into how well your sales plan is performing and identify areas to drive your overall corporate performance versus simply managing to produce a payroll file.  Be sure to anticipate and address peak staffing needs as well by cross-training beyond your core support team (for example, you can have the person who is responsible for quota maintenance also learn your ICM system).

For a longer term impact, there is an increasing amount of companies who are engaging SPM/ICM professional service firms to help them year round.  These firms know the domain, the toolsets, and often provide their own cross training to mitigate your people development and maintenance costs.  The more you use a firm, the better they will understand your business and systems, which increases their productivity and contribution.

In summary, managing and improving sales compensation takes considerable focus.  Having an approach that concentrates on improving the effectiveness of your sales support operation is critical to its success.



5 Lessons SPM Professionals Can Learn from the Success of the Ice Bucket Challenge

ALS IBCThe ALS Ice Bucket Challenge has taken over social media and its success has far exceeded all expectations. The objective is clear and simple, and the challenge doesn’t require much effort from participants: donate online and/or pour a bucket of ice water on yourself.

Sales Performance Management professionals can learn a few lessons about human behavior from the success of the Ice Bucket Challenge. We listed five of them below:

1. Challenge to Motivate
When people are challenged (especially, if done publicly), they get motivated to succeed. The ice bucket challenge did this very successfully utilizing social media.

From an SPM standpoint, the challenge is for the sales team to make its sales goal. Sales goals or quotas need to provide motivation for the sales team to push hard towards those numbers. Beware of goals that are too aggressive – you’re just as likely demotivating the very team you need to achieve your goals.

Frequent communication around your sales goals – and overall sales incentive compensation – is critical to maintain mindshare and motivation with the sales team. Multiple channels, from monthly statements, to leader boards, and communications from sales executives are necessary to keep the sales team on target.

2. Build a Sense of Urgency
We procrastinate! By giving a deadline of 24 hours, the ice bucket challenge made it difficult for people to put it off and forget.

Building and maintaining a sense of urgency within the sales plan is certainly more challenging, but consider establishing shorter term goals (semi-annual or quarterly from annual) to keep the sales team always ‘sprinting’. If this is difficult, other ways to maintain urgency are contests, leader boards, and other public recognition of top sales reps throughout the year.

3. Align to Good Karma
Human beings have an innate desire to do good things. Most of us would go extra mile, if it helps a charitable cause.

Attributing a tiny part of corporate’s resources to social charitable activities, would not only provide a team-building exercise, but also build personal pride for the company they work.

4. Create Social Visibility and Peer Pressure
Peer pressure can get us to do things that we left on our own, would not have done. There is an element of social disgrace for those who choose not to participate.

From an SPM standpoint, set highly visible goals and challenge your sales team to accomplish them. Don’t let the goals be buried in a once-a-year produced ‘goal sheet’ – or only listed on a monthly commission statement. Make the leaders public and let lesser performers know how they stack up against those leaders.

5. Money isn’t Everything
Hardly anyone would have poured cold water on their head, if all they were getting in return was some money. People did it for reasons other than money, and in fact, most actually did it, and also gave money. What a deal!

Money alone may not be the only motivational tool for your sales team. Consider other motivational tools that can complement your cash rewards, like yearend recognition trips, merchandise, extra PTO days, and more.

 



Plan Changes and Locked Calculations within IBM Cognos ICM

Managing a sales compensation program is not a “set it and forget it” process.  It takes constant attention as people move in and out of new roles, sales strategies change and evolve, new products are launched and discontinued, and more.  Key to it all, is a controlled change management process – one that allows a system to adapt in a structured and responsible way.

Plan changes occur to accommodate changing business conditions and impact the rules and mechanics of a sales compensation plan, such as goals, accelerator rates, payout percentage, etc.

When a compensation plan is built in an ICM tool, the data associated with the plan is stored in tables and business rules are applied to provide results based on the parameters of the plan. When plan changes are requested, these changes often require updates to table data , business rules, and reports.

Cognos ICM Calendar Locking

One specific ICM tool, IBM Cognos ICM, contains a core business function which is the Calendar Locking function. This function involves locking the calendar of the model in order to prevent changes to the data. This functionality is vital in keeping the integrity of historical data intact and preventing important aspects of the system, such as reporting and compensation information from being affected. A portion of the locking task is to lock the calculations within the selected model.

While this process is necessary and provides benefit to the business, the locking functionality prohibits users from changing the structure (formula, number of columns, etc.) of calculations. One way to accommodate structural changes within the existing plan is to apply the changes to only where the specific calculations need to be modified. The following is a list of the step-by-step procedures to accomplish this:

1.  Create an alternate version of the calculation.

Although a locked calculation cannot be changed in certain ways, it can be copied.

When copying a calculation, the system requires adding a suffix as a means to change the name, as no two calculations can have the same name. Once the copying process is complete, create a name that will allow other users or developers to easily identify with what’s happening in the model (i.e., Old Calculation = ‘Get Eligibility’; New Calculation =‘Get Eligibility 2014’)

2.  Create an end date for the old (locked) calculation and a start date for the new (copied) calculation.

Locked calculations can be changed in certain ways, such as changing the start and end dates of the calculation. In this case, after you have created a copy of an old calculation, modify the end date in the old calculation that will end the results at a certain point (particularly through the end of the locking period). Then modify the start date in the new calculation that will start calculating results at a certain point (particularly the start of the unlocked period).

Example

Old Calculation

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New Calculation

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3.  Merge the calculations.

In the case that only a date has been set in the old and new calculations, the best option is to merge these two calculations together. Usually this can be achieved by adding the rows of the new calculation to the rows of the old calculation, while it is being used by another calculation that depends on its results. Otherwise, it would be ideal to create a brand new calculation (on an unlocked calendar so that results will be calculated for the unlocked periods) and merge the two calculations there.

4.  Create a new Data Grid to display the new calculation data.

In addition to date changes, a locked calculation can also have columns added to it, if necessary.

In the case that this occurs, the new calculation will have to be utilized in the report in a different Data Grid so that the original Data Grid is not affected. Because the business will likely still be viewing the older report, the original Data Grid cannot be changed or removed. In this case, we will need to create a new Data Grid to display results from the new calculation.

  • Create a copy of the Data Source and modify it to use the new calculation.
  • Copy the old Data Grid and modify it to use the new Data Source.
  • Rename the new Data Grid using a similar convention as renaming a new calculation.

Summary

In conclusion, both plan changes and preserving historical data are essential to a business regarding compensation practices and IBM Cognos ICM provides a means to accomplish these tasks. Though the locking process has the ability to impede the progression of performing plan change duties, there is a way to circumvent it. Creating alternative versions of the calculations, Data Sources and Data Grids can provide continuity of the Compensation process without hindering the business’s everyday objectives.

If you’d like to contact the authors of this post, Spectrum’s Firoz Razak and Larry Jackson can be reached on LinkedIn.