Sales Training Success: CustomerCentric Selling® helps Halcom boost revenue by over 19 percent.

Business Problem
Halcom Group, market leader for electronic-banking solutions and services in Central and Southeast Europe, initially reached out to Bosworth & Kenney Selling, a CustomerCentric Selling® Business Partner, to address their sales performance challenges. The largest challenge was overcoming a declining revenue trend that indicated a far bigger problem within Halcom's sales organization due to a lack of a customer-centric process.

The CustomerCentric Selling® Solution
With only 100 employees, Halcom manages to excel in a variety of national markets and different business fields. Dr. Mirko Musié, a member of Halcom's Board of Directors, explains, "Our salespeople face numerous business cultures and customers from different industries on a daily basis. Their ability to deeply understand customer needs on one hand side and to manage the selling process on the other is the winning combination.

We started reengineering our internal sales process in 2006 by training selected individuals from sales, marketing, development and finance departments and teaching them to use one sales language, one set of tools and one sales methodology. At that time Bosworth & Kenney Selling delivered their first training in Slovenia, representing the market entry of the CustomerCentric Selling® methodology in Southeast Europe. Their excellent contribution was embraced by all the training participants as well as the management, so this year the third generation of our new hires was trained in Croatia. Altogether, more than one half of all Halcom employees have now been trained in CustomerCentric Selling®."

 

Dr. Musié continues, "Halcom's implementation of the CustomerCentric Selling® methodology was a gradual yet persistent process. Several tools were localized and methodology in some parts simplified to account for different business environments in numerous national markets. CustomerCentric Selling® helped our management gain a better insight and control over an increasing number of business opportunities and a growing number of existing customers. In addition, our planning process is now managed in a better way. After the last CustomerCentric Selling® training, our salespeople started to meet weekly on internal workshops in order to exchange ideas, discuss their business opportunities and help each other manage them more efficiently. This novel approach is completely based on their own initiative!"

Persistent growth and success of Halcom's business significantly affect its market value, with shares that have gained more than 10% in last 12 months.

"After the last CustomerCentric Selling® training, our salespeople started to meet weekly on internal workshops in order to exchange ideas, discuss their business opportunities and help each other manage them more efficiently. This novel approach is completely based on their own initiative!"

--Dr. Mirko Music, Member of Halcom's Board of Directors

If you have questions about this client, please contact Steve Bosworth at stevebosworth@customercentric.com or Mike Kenney at mkenney@customercentric.com for more information.

Benefits to Halcom:

• Increase in revenue by over 19%
• Improved communication and efficiency within the organization
• Defined and codified sales process based on best practices that allow sales to better connect with customers and prospects
• Toolset of resources and supporting materials to help facilitate the new, customer-centric sales process
• More insight for sales management to monitor progress and identify problem areas