Novantas Continuous Sales and Service Improvement (CSSI)

CSSI is an integrated program to accelerate sales growth, across all channels. It consists of sales & service assessments + sales training + active coaching + management system implemented in a reinforcing building blocks.

Retail and small business leaders face three common challenges in driving their branch performance and competitive advantage to higher levels: defining the customer experience, focusing team members, and driving change from headquarters to the street. CSSI is an integrated program of sales & service assessments + training + management system + coaching that helps banking leaders quickly implement their sales initiatives, generating results faster and more predictably.

Challenges	How CSSI Contributes
Define sales and service outcomes	Defines the customer experience to be achieved through the sales and service process, including sales models, and sales standards.
Focus team members	Defines and implements structured routine sales and service management activities that focus behavior change efforts on the right leverage points, focus sales and service team members on the right customers, prospects and opportunities, and maintain that focus over time.
Drive increased results from HQ to the street	Introduces new sales and service skills and activities "quarterly" through a “management cascade” – managers at each level train their direct reports to ensure commitment, coaching, and accountability.

What is CSSI?

CSSI helps banks accelerate change and execute sales strategy and tactics more consistently and more effectively. CSSI consists of four major activities, integrated and implemented together to generate results that traditional training or change management programs can't provide independently or together:

StratShop™ Assessments provide six-sigma based comprehensive "outside in" analysis of sales behaviors and comparison with competitors to identify the specific behaviors to focus training, coaching and management, in each market. StratShop also delivers tactical deliverables to improve performance, benchmarks to measure progress and specific best sales practices.

On-the-Job Sales Training is divided into easily digestible and implementable sales and service components for all branch staff, delivered through the management team and refreshed quarterly.

Active Coaching focuses and extends the sales training to 'make it stick,' branch to branch, sales rep to sales rep, day to day and reinforces sales management skills.

Sales Management Operating System provides the structure and discipline to line executives and managers to 'make the training deliver results' across the network.

CSSI is implemented in series of quarterly initiatives called Sprints. Each Sprint is an integrated building block that combines planning + assessments + training + sales & service management + coaching to increase results by developing new sales and service capabilities and reinforcing sales and service capabilities introduced in previous Sprints.

CSSI generates new value for banks in 4 key ways

1. Drives and sustains growth: Planned, predictable, continuously-expanded CSSI activities are implemented in quarterly Sprints. They focus all retail and small business team members on specific performance targets, generate a sense of urgency, and create accountability for sales and service activities and results. Sprints also expand team member skills and knowledge needed to manage customer conversations and increase sales.
2. Accelerates results and reduces costs: Research-based and experienced-based branch sales & service best practices, combined with StratShop competitive sales practice insights and client behavior benchmarking, focus management coaching and training activities on the activities that matter the most to increase sales levels and generate desired growth results.
3. Decrease risk of defects or failure: Frequent, focused performance management and coaching, supported with independent assessments of sales and service experiences, guided by industry best practice benchmarks, reduces the risk of sales or service execution failure.
4. Reduces cycle time for changes: The Sprint process develops new organizational capabilities and specific methodologies for implementing change or driving new initiatives to the field, from new product introductions to new systems launches, to new sales strategies.