Mastering the Redesign Phase: Where Change Takes Shape

After assessing the environment in which customers buy, organizations must move into the redesign phase—a decisive step toward building a high-performing sales team. This phase often requires transformation in four key areas:

1. Leadership and Management Skills: Leading from the Front

Change starts at the top. To meet evolving customer demands—especially those from larger and strategic clients—leaders must embrace agility and adaptability. Customers increasingly impose stringent requirements on suppliers, demanding innovative solutions and seamless collaboration.

Effective leadership during this phase involves developing:

• Financial expertise for value-driven decision-making.

• Advanced communication skills across teams and geographies.

• Cross-functional and cross-country coordination to align resources with customer needs.

• Consensus-building capabilities to foster collaboration within and across organizations.

When leadership sets the tone for change, it empowers teams to rise to new challenges and deliver exceptional results.

2. Sales Strategy: Targeting Growth Opportunities

A well-crafted sales strategy is the backbone of organizational success. It defines how resources are deployed to target customers with the right products, services, and solutions. At its core lies customer segmentation, a powerful tool that identifies high-potential customers and aligns them with tailored solutions.

Why does segmentation matter? Because different customers offer varying growth and profit potential—and when matched with optimized sales channels and strategies, organizations can achieve accelerated revenue growth and productivity gains. Yet, segmentation is often overlooked, falling into the gap between sales and marketing responsibilities. Bridging this gap unlocks opportunities for sustainable growth while ensuring resources are allocated effectively.

3. Sales Processes: Redefining How You Sell

To achieve strategic objectives, companies often need to rethink how they sell—whether to existing customers, new customers, or both. Redesigning sales processes can also lead to redefining roles within the organization.

For example:

• A company may shift from deploying product specialists to account or solution specialists who collaborate with technical experts to better serve customers.

• Structural changes may follow process adjustments, ensuring alignment between customer orientation, strategy, and execution.

By reshaping processes and roles, organizations can create a more agile and customer-focused sales force that drives results.

4. Technology and Sales Support Programs: Energizing Performance

Technology and support programs are essential for empowering sales teams during organizational redesigns. Training initiatives, performance-based compensation structures, rewards systems, AI-driven tools, automation platforms, and supervisory frameworks all play a vital role in energizing teams and sustaining success.

Investing in these areas ensures that your sales force has the tools it needs to adapt quickly and perform at its best in an ever-changing market.

Are you ready to take your sales organization to the next level?

Contact us for expert guidance through every stage of your change program—from assessment to implementation.

Inna Hüessmanns, MBA

What Defines a High-Performance Sales Organization?

A high-performance sales organization is characterized by its ability to consistently exceed customer expectations while outpacing competitors in key metrics. These organizations excel at:

Accelerated Revenue Growth: Achieving revenue growth rates that surpass industry averages.

Successful New Product Launches: Seamlessly introducing and gaining market adoption for innovative products.

Strategic Customer Acquisition: Consistently attracting and securing significant new customer accounts.

Exceptional Customer Retention: Maintaining high levels of customer loyalty and minimizing churn.

Effective Account Penetration: Expanding their footprint within existing accounts by selling across multiple buying centers.

Talent Retention: Cultivating a culture that attracts and retains top sales professionals.

Optimized Sales Expenses: Maintaining sales expense ratios below industry averages.

These characteristics are not merely aspirational goals; they are the tangible outcomes of a deliberate and well-executed strategic framework.

Navigating Change: A Systematic Approach

Sales organization change management programs involve a strategic realignment of resources to effectively serve the most valuable customers. This requires sales leaders to challenge existing assumptions and embrace a customer-centric mindset. Academic research highlights that successful change programs typically follow a structured five-step process:

• Assessment: Thoroughly evaluating the current state of the sales organization and the external market environment.

• Redesign: Reconfiguring sales processes, structures, and strategies to align with customer needs.

• Measurement: Establishing key performance indicators (KPIs) to track progress and measure the impact of changes.

• Sales Support Programs: Implementing training, technology, and resources to empower the sales team.

• Implementation: Executing the redesigned sales strategy and continuously monitoring performance.

The Critical Assessment Phase

The assessment phase is crucial for understanding the evolving customer landscape. It requires acknowledging that customers are changing how they buy and conduct business. If organizations fail to adapt, they risk becoming obsolete.

While customer focus is vital, sales organization change initiatives involve much more than segmentation. Change management also encompasses key account management, sales competencies of salespeople and sales managers, lead generation, market orientation, sales strategy, and sales processes, among other areas. These elements are critical to building a high-performing sales organization, and each requires its own dedicated assessment and strategy for improvement. Additionally, there are several other areas of assessment that may vary depending on the unique needs and goals of the organization, highlighting the importance of tailoring change initiatives to specific circumstances.

This article focuses on the critical components of the assessment phase, with a specific emphasis on strategic customer renewal as the foundation for driving meaningful change.

Defining a Clear Change Vision

Companies embarking on change management programs must have a clear vision of their desired future state. This vision should:

Prioritize Long-Term Results: Avoid the temptation to pursue short-term gains at the expense of long-term strategic goals.

Engage the Sales Force: Secure buy-in from the field sales force early in the process.

Prepare Management: Equip management with the skills and knowledge to effectively lead the change initiative.

Start Small and Scale: Begin with targeted initiatives and gradually expand the scope of the program based on results.

Steps to Effective Change

To successfully implement change, organizations should follow these steps:

• Mobilize Commitment: Engage employees in a joint diagnosis of business problems.

• Develop a Shared Vision: Create a shared understanding of how to organize and manage for competitiveness.

• Foster Consensus and Competence: Build consensus around the new vision and equip employees with the necessary skills.

• Spread Revitalization: Extend the change initiative to all departments without top-down pressure.

• Institutionalize Revitalization: Embed new processes and systems into the organization’s culture.

• Monitor and Adjust: Continuously monitor progress and adapt strategies based on feedback and results.

The Benefits of a Results-Driven Approach

A results-driven approach to change management offers several key benefits:

• Targeted Innovation: Implement managerial and process innovations only when they are demonstrably needed.

• Empirical Testing: Measure the impact of each change to determine its effectiveness.

• Frequent Reinforcement: Motivate employees with short-term, tangible results.

• Continuous Learning: Build on the lessons learned in each phase to continuously improve the process.

Customer Focus: The Cornerstone of Success

Being customer-focused involves aligning selling strategies and tactics with customers’ buying processes. This requires regularly examining buyer segments and adapting to changing customer requirements.

Strategic Renewal of Customers

One effective methodology for evaluating customers involves characterizing them according to three dimensions:

Strategic Impact: The customer’s importance to the supplier organization’s long-term strategy.

Significance: The customer’s overall contribution to the supplier organization’s revenue and growth.

Profitability: The customer’s profitability, considering all associated costs.

Our guide for strategic customer renewal serves as a starting point to help you transform your sales organization. It is designed to be a valuable resource as you embark on your change management journey, offering insights to evaluate your current approach and identify opportunities for growth.

Strategic renewal is an ongoing process that requires thoughtful planning, collaboration, and adaptability. By applying the principles outlined here, you can begin to align your organization’s efforts with long-term success and strengthen relationships with the customers who matter most.

Take the First Step Towards Strategic Renewal:

Ready to transform your sales organization and achieve sustainable high performance?

Contact us to help you with the assessment, redesign, measurement, and implementation stages of your change program. Reach out for a complimentary 60-minute consultation.

Inna Hüessmanns, MBA