Lennox Industries, Richardson, TX
Company: Lennox Industries, Richardson, TX
Company Description: Lennox Industries has been built on a heritage of integrity, quality and innovation dating back to 1895. We are a leader in the indoor comfort industry. Our innovative solutions include energy-efficient air conditioners, furnaces and heat pumps, as well as a variety of other indoor comfort and air quality products and services.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Sales Process of the Year
Nomination Title: Lennox Industries Sales Process
Tell the story about your organization's sales process implementation since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Accelerating Opportunities from Identification to Conversion
Anyone can generate leads and opportunities, it is only what you do with them that really matters. The Lennox sales CRM allows our field sales team to quantify opportunities and collaborate to put the correct resource on each opportunity. Having a consistent process to manage opportunity, whether from a new or existing customer, is important in shortening the time from opportunity identification to conversion. In 2013, Lennox made enhancements to the sales process to allow each TM to more quickly identify the next steps to take with each opportunity. Whether it is an approval that they need from a manager, a question they need answered to quantify a deal, or the specifics of a proposal they are working on for a new dealer, the sales CRM helps guide them through the process and engage with the appropriate team members to keep the opportunity moving forward.
Establishment of Consistent Planning and Coaching Methodologies
Our sales leaders are responsible for securing revenue and driving future growth. This is facilitated by effective goal and objective planning at the Region and District level and through account-by-account planning at the Territory level. The sales CRM provides a consistent planning process for each role in the sales organization so that information can be consolidated and quantified and then tracked to see our progress in achieving our plans. Real-time dashboards and reports give visibility to our key performance metrics so we can monitor performance and make adjustments without waiting until the end of the quarter to know if we achieved our goals.
The sales CRM provides the framework necessary to support our customers' business needs and do something even more powerful, allow our sales leadership to effectively lead, manage, and coach our district and field personnel. Developing world class sales talent is a critical discipline that we continually focus on with all of our sales managers. Information that was once fragmented (Customer purchase history, a stray note, product mix, a customer impression, personnel within a dealer) is now readily available to the managers of our field sales team to use in coaching scenarios.
Increasing Productivity and Effectiveness through Collaboration
The development of the Lennox Field Sales CRM Steering Committee has allowed us to tap into the sales team and engage them in ways to help improve the effectiveness of the tool they use on a day-to-day basis. The committee is made up of sales reps and managers from across North America to get widespread input on enhancements and developments. A monthly webinar and team focus on functional areas has helped us prioritize the things that are most important to their performance and deliver tools they will use.
The input we receive from the steering committee helps us define the roadmap for future development with the sales leadership team. This collaboration has improved the adoption of the sales CRM over the last year, placing the ownership where it truly belongs, with the users. They count on the sales CRM to provide insight and information to help them be more successful with engaging and understanding their customers.
Provide a brief (up to 125 words) biography about the leader(s) of the team that developed and/or implemented the nominated sales process:
Mark Yonai, the Lennox Sales CRM Manager, has worked with Sales Leadership over the last eighteen months to execute sales process changes in the sales CRM for the Lennox Residential Sales group. Mark has been with Lennox since 2009 and has over fifteen years’ experience in marketing strategy, program development, and sales enablement execution. His team is also responsible for Customer Analytics, working to help the field sales team to understand customer behaviors and take action that will lead to stronger customer retention and growth.
Utilizing the Salesforce.com platform, Mark and his development team work with Sales Leadership and IT Management to outline the yearly roadmap of functionality and feature requirements and then work with internal and external resources to execute against that strategy.