Introduction
Annual planning is the cornerstone of any successful business strategy, bridging the gap between lofty goals and the often-tight constraints of budgets. This crucial process is about aligning your organization’s objectives with its available resources. It ensures that every dollar spent and every hour worked contributes to the company’s growth and success. Within revenue organizations, smart territory planning plays a pivotal role in achieving this alignment. In this comprehensive overview, we will delve deeper into the concept of territory planning, its importance, and provide real-world examples of how it can revolutionize sales and customer success organizations.
The Role of Territory Planning
At its essence, territory planning is the bridge that connects your high-level strategy with on-the-ground execution. It’s the process of ensuring that your resources, especially your sales and customer success teams, are deployed effectively to acquire new customers and retain existing ones. When viewed through this lens, territory planning becomes the linchpin of productivity and success. For both sales and customer success representatives, productivity encompasses how well they manage their territories, engage with customers, meet their targets, and contribute to the organization’s goals. Let’s explore the five distinct phases that unlock the full potential of territory planning.
Phase 1: Understand Your Customers
To effectively plan territories, you must begin by gaining a profound understanding of your customers. Start by identifying common customer profiles. You can then determine which characteristics to use to categorize them into segments. Commonly this is done based on firmographic and geographic attributes. It is also important to consider other aspects of your customers such as purchasing behavior or usage behavior. This segmentation approach helps you create a nuanced view of your customer base. For example, consider a software company with a diverse customer base. They segment their customers into small businesses, mid-sized enterprises, and large corporations. Within these segments, they further differentiate based on industry, such as healthcare, finance, or retail.
Once you have defined these segments, the next step is to map out the customer journey for each one. Understand how your customers interact with your business at different stages of their journey and the varying levels of complexity involved. This deep dive helps you tailor your approach to meet their unique needs at each step.
In the case of our software company, they analyze the journey of a small business customer from the initial contact through onboarding, feature adoption, and renewal. They identify touch points where personalized assistance can make a significant difference.
Lastly, consider the complexity of interactions at each stage of the customer journey. Recognize that customer interactions and needs evolve over time. By understanding this complexity, you can ensure that your resources are allocated appropriately. For instance, the software company discovers that while small businesses require personalized assistance during onboarding, large corporations often prefer self-service options. Understanding these intricacies guides their territory planning efforts.
Phase 2: Match Strategies to Journey Needs
With a deep understanding of your customer segments and their journey, the next step is to align your strategies with their specific needs. This involves creating models and programs that seamlessly support customers at each stage of their interaction with your business.
For example, consider an online collaboration platform that serves both individual users and business accounts. When multiple individual users belong to the same organization, it strives to convert them into business customer accounts.
In this case, when an individual user initially signs up, they may offer features that cater to single users, such as a limited free trial. However, as customers progress through their journey, this platform strategically introduces features and pricing plans that appeal to teams and organizations.
For example, you may do a test to determine what type of usage best signals an opportunity to convert an account. Are multiple users from a single account a sufficient indicator? Or is it more important to see activity such as an uptick in collaborative sessions among users within the same company?
By continuously refining and adapting your strategies, you’ll keep pace with your customers’ evolving needs and preferences. This dynamic approach ensures that your territory planning remains relevant and effective over time. The annual planning process is a great time to refresh your understanding of what interactions work best for your customers.
Phase 3: Allocate Resources for Execution
Matching customer interactions with your organization’s available resources is a crucial aspect of territory planning. This involves assigning specific roles and responsibilities to different parts of your team. This includes sales representatives, sales engineers, etc. as well as customer success teams. (In fact, customer success operations, including implementing territories for CS, is perhaps the best investment for decreasing churn and increasing ARR.) Allocate resources strategically to ensure that each customer segment receives the attention it deserves, optimizing efficiency, and maximizing return on investment (ROI).
As an example, consider a customer engagement platform. This platform analyzes its accounts based on various criteria, including the probability of closing a deal. When an account’s probability to close exceeds 70%, the platform assigns dedicated customer service representatives. This strategic allocation ensures they have the necessary dedicated resources to provide high-quality onboarding and ongoing support to these high-value accounts.
Resource allocation decisions can significantly impact the customer experience. By identifying key criteria and triggers, such as the probability to close, organizations can effectively allocate resources to maximize customer satisfaction and the likelihood of successful conversions.
Phase 4: Prepare for Common Challenges
Regardless of your customer segments, certain territory planning challenges are universal. These challenges include changing market dynamics, evolving customer preferences, and unexpected external factors. Interestingly, maintaining the status quo can be one of the most common challenges. It’s crucial to anticipate these challenges and have contingency plans in place to address them swiftly and effectively.
As an example, let’s consider a B2B logistics and supply chain management company in the context of territory planning. Traditionally, they have focused on geographic regions as their primary segmentation strategy for territory management. However, this approach, although common, doesn’t align with the unique needs of their customers or the efficiency of their operations. This challenge can be referred to as “forced segmentation.”
In response to this realization, they embark on a strategic transformation of their territory planning. Instead of adhering to legacy geographic segmentation, they choose to segment their territories based on the form of transportation (air, ground, freight, etc.). This shift in strategy allows them to allocate resources more efficiently, tailoring their services to the specific requirements of customers.
In the world of sales and customer success, challenges often come in the form of shifting consumer behaviors or competitive market dynamics. To address these challenges proactively, you might employ data analytics to identify early trends and pivot your strategies accordingly. This approach helps you stay one step ahead, making your territory planning efforts more robust and adaptable.
Phase 5: Evolve Your Strategy
The business landscape is dynamic, and strategies must adapt accordingly. To remain agile and responsive to changes throughout the year, integrate planning and execution closely. Regularly review and adjust your territory plans as needed to align with shifting market conditions, customer behaviors, and business objectives.
As an example, consider a company that provides project management software tailored for various industries. At the beginning of the year, they set ambitious sales targets for each territory based on historical data and market projections.
However, a few months into the year, they notice a significant shift in customer preferences. Many organizations are now seeking project management solutions with integrated collaboration tools to support remote workforces, a trend accelerated by unforeseen global events. To stay competitive and meet the evolving needs of their customers, the company decides to pivot its strategy mid-year.
In response to this shift, they reallocate resources to prioritize the development of collaborative features within their software. They also adjust their sales messaging to highlight the benefits of seamless remote teamwork. They increase the number of sales resources allocated to that segment of accounts. By integrating these changes, they can effectively address this evolving market demand.
This example highlights the importance of agility in territory planning. The only way to be able to implement changes this quickly is by integrating and automating your planning to execution. For example, by connecting lead routing to your territory structure, you eliminate the need to completely re-do routing when you have changes in territory structure. By regularly monitoring market dynamics, customer behavior, and industry trends, B2B companies can adapt their strategies to seize new opportunities and overcome challenges as they arise. This flexibility allows them to align their territory planning with the evolving needs of their target customers, ensuring continued success throughout the year.
Conclusion
Smart territory planning is the key to translating strategic goals into actionable results. The phases detailed in this article should happen in an iterative process with the broader organizational budgeting and goal setting processes.
By understanding your customers, matching strategies to their needs, allocating resources effectively, preparing for challenges, and maintaining flexibility, your sales and customer success organizations can navigate the complexities of annual planning with confidence.
In today’s ever-evolving business landscape, mastering territory planning is not just a one-time task but an ongoing journey. As you implement these five phases of territory planning, you’ll not only bridge the gap between strategy and execution but also position your business for sustained growth and success in an ever-changing marketplace. Remember, territory planning is not a static process; it’s a dynamic approach that allows you to adapt and thrive in a constantly changing business environment. By applying these concepts, you’ll be better prepared to tackle the challenges and opportunities that lie ahead. Check out our webinar with Modern Sales Pros on this topic: Unlock Territory Potential: Best Practices for Managing Sales Territory Planning Challenges.
