Managing the Process of Change
Emergent Business understands that any attempt to shift company culture, develop new skills, improve process and introduce new practices is essentially an exercise in change management that will be met with varying degrees of resistance from your staff.
We also understand that legitimate differences exist in staff experience, skill and motivation that affect engagement and adoption. To address these realities our process includes “3 Fundamental Phases” that enable us to create a learning environment of engaged and enthusiastic participants that experience the practical benefits of the consulting and coaching services we provide.
1 • Strategic Assessment (Process Improvement)
The strategic assessment is the consulting phase of our work with clients. It provides us with a thorough understanding of the unique character of your business. By design, it provides new levels of awareness that clarify assumptions, prioritize areas of need, and create an accurate baseline from which an effective client-specific skill development and process improvement strategy can take place.
As a prospective client, our assessment process begins the minute we begin speaking with you about your business - the goals you are trying to achieve, the challenges that are inhibiting your efforts, and our ability to help you achieve desired results.
As prospects transition to clients, discovery transitions into a formal series of meetings with executive, management and staff level personnel that enable us to evaluate the skills and competencies of your staff as well as the effectiveness of the process, practices, systems and resources that are meant to support them. The strategic assessment enables us to identify staff motivation, areas of resistance, discuss concerns, and personalize the individual and collective benefits of working together.
Our strategic assessment incorporates a defined set of value-based performance indicators that allow us to accurately assess the strengths, weaknesses, and omissions that are positively and negatively affecting individual, team and enterprise performance.
2 • System Design
All Emergent Business clients are the beneficiaries of client specific resources that support the process and practices of value creation. Resources are designed to address areas of weakness identified in the strategic assessment.
You can expect us to design and deliver resources in the following areas:
• High Impact Value Identification and Narrative Development
• Ideal Value-Added Relationships
• Skillful Guided Discovery and Motivation-Based Methods of Inquiry
• Strategic Sales Management Process and Profiles
• Strategic Account Management Process and Profiles
• Value-Added Channel Sales & Partner Development
• Proactive Customer Service Engagement Strategies
• Service-Driven Leadership and Relationship Development
It is important to note that our work in value identification, narrative development and guided discovery often provides insights and connections that are useful to marketing communications professionals responsible for the development of collateral, presentation materials, and proposals.
The design phase may also include refinements to existing computer application interfaces and dashboards, digital tools and reporting. In some cases, we may provide recommendations regarding the selection and implementation of new systems to ensure their integration with the Value Creation Framework.
Recommendations for optimizing systems typically include:
• CRM, Lead and Opportunity Management
• Individual, Departmental and Enterprise Performance Objectives
• Key Performance Indicators, Metrics and Reporting
• Professional Development Plans
It is important to note that the integration of prior and current client investments in systems, resources and training remains a cornerstone of our framework. We remain committed to maximizing their impact within the context of the Value Creation Framework.
3 • Strategic Coaching (Performance Improvement)
Strategic coaching is comprised of routinely scheduled executive, management and staff level coaching sessions that are delivered in small group and individual formats.
You can expect to be introduced to new concepts, to engage in discussion, embrace new skills and to role-play. All coaching sessions are results-driven and emphasize the application of newly learned skills in practical workplace situations where your staff will identify opportunities, engage those opportunities, discuss outcomes, and make real-time course corrections in order to achieve positive outcomes. Group sessions are limited to ten participants in order to maximize staff participation and comprehension. Executive and management participation in each session is expected to ensure the full integration of our approach among senior and staff level personnel.
We know from experience that individual successes that lead to greater understanding, lead to increasing levels of enthusiasm, competence and success in and among employees.
Session content is designed to consistently build upon the skills and practices introduced in prior sessions. Sessions also reflect changes and refinements in process, practices, systems and resources. Session objectives and certification criteria are clearly defined and intended to set staff expectation, increase comprehension and maintain progress. Their complete integration in the day-to-day activities of your team is an integral part of each session.
We have come to value routine executive and management communication as essential to success. Coaching sessions include staff progress debriefings, potential course corrections, process and performance management review, and strategic sales and account management planning. Individual staff sessions are equally valuable, and used most effectively to address staff specific areas of weakness, accelerate the adoption of new skills, develop effective strategic sales and account management skills, and to provide make-up sessions for absentee participants.
The Sobering Reality of the Sales and Business Development Professional
“As Managing Principal for the New Mexico operation of a national financial planning company, I engaged Joe Merlino's services to assist with training for financial advisors. Joe met with me several times over a number of weeks with a goal of fully understanding our products and processes. I found Joe to be an expert in training methods as well as the competencies I needed him to work with, which included personal marketing and values based selling. In spite of this expertise, he made significant effort to successfully understand the specifics of our company's approach. Although the program he designed was initially intended for newly hired trainees, we found the program to be significantly beneficial to senior members of our operation.”