2017 Miller Heiman Group Sales and Service Summit


Year-over-year you need to make sure to drive quotas, close deals, and uncover new strategies to strengthen customer relationships, build loyalty and ensure customers are dedicated. That’s why this year’s Miller Heiman Group Sales and Service Summit is essential to your business. It’s no longer just about sales or just about service, it’s a blend of the two that will bring success—the thirst from sales to win and the drive from service to strengthen and build.

Join us and increase your view of the market, your insights into business, and your understanding of what prospects and customers are hungry to consume. We would love to help you elevate your sales and service strategies to drive customer loyalty.

Register Today

Location—Where it all will happen


The Grove is more than just a luxury five-star hotel. It is set in 300 acres of Hertfordshire countryside in the south of England and only 18 miles from central London. The former home of the Earls of Clarendon is now a championship golf resort, award-winning spa and unique venue for meetings.

Book your room now

Join us for the 1st Miller Heiman Group Golf Challenge!


Take your chance to participate in the 1st Miller Heiman Group Golf Challenge which will take place at the Grove’s golf court where Tiger Woods once won the British Masters.

Improve your golf skills, network with peers or simply lay the foundation for your golf career by completing a 3-hour golf practice for non-golfers.

We will then invite you for a great evening reception with buffet, cocktails and the Golf Award Ceremony!

Be fast! There is only a limited number of golf tickets!

Save your ticket now!

Impressions of the 2016 Sales and Service Summit


Get some impressions of last years summit in Munich!

Agenda – Sessions and Presentations


Thursday, 29 June

10:00 am

Registration open

11:00 – 5:30 pm

1st Miller Heiman Group Golf Challenge

1:00 – 4:00 pm

Golf practice for Non-golfer

5:30 – 7:00 pm

Post Golf Drinks

7:00 pm

Welcome Reception

8:00 pm

Buffet Dinner
Golf Award Ceremony
Buffet & Cocktails

Friday, 30 June

7:30 am

Registration open

8:00 – 8:30 am

Registration & Refreshments

8:30 – 8:45 am

Welcome & Introduction
Richard Hilton, EMEA Managing Director, Miller Heiman Group

8:45 – 9:30 am

Opening Kickoff
Byron Matthews, CEO, Miller Heiman Group

During this introductory keynote, Byron Matthews, President and CEO, Miller Heiman Group, will examine the state of the industry by exploring key trends, recent research and data that forecasts where the industry is headed. This engaging session will provide crucial insights that empower sales leaders and sellers to prepare for the coming changes and become more successful as they manage through the impending shift.

9:30 - 10:00 am

Customer Best Practice
Mark Ingleby, Senior Vice President, Atos

10:00 – 10:30 am

Spotlight: How to approach sales force enablement successfully to drive sales performance?
Tamara Schenk, Research Director EMEA, CSO Insights

In the digital age of the customer, sales force enablement is a growing discipline. But are sales productivity and performance increasing at the same time? Unfortunately not. Based on our research, only one-third of organizations achieve their enablement expectations and impact sales performance significantly. In this session, you will learn how to set-up a scalable foundation for effective sales force enablement, as well as strategies how to provide more effective enablement services (content, training, and coaching) to master ever-changing, digital buying behaviours.

10:30 – 11:00 am

Morning Break & Exhibits

11:00 – 11:30 am

Customer Best Practice: How to anticipate the shift in buying power in a health care environment
Wim Stoffelen, Director Sales Training & Development, Abbott

Over the last years, the medical device industry has experienced a big shift in buying power, away from the “clinical” buyer to a more “economical” buyer. This shift requires a new set of skills in the sales organisation ranging from the upper management down to the individual sales rep. In our company, we have implemented a strategic selling as well as a negotiation skills programme. In this talk, I will address which process we have used to roll-out those programmes and how we ensure this methodology becomes part of the DNA of our global sales organisation. We will also discuss the challenges we have experienced in ensuring that this common methodology and vocabulary gets applied. I will describe how we measure the impact and outcome of those programmes, which metrics can be used and how we make sure to continuously refresh the field force to obtain a long-term behavioural change.

11:30 – 12:30 pm

Workshop Session 1

The 9 biggest challenges to successful sales transformation, and the best practices to overcome them
Harry Dunklin, Partner, Miller Heiman Group

Harry Dunklin, the Global Partner leading our Strategy Ready Consulting Practice, will discuss the nine most threatening challenges to any sales transformation, and will share best practices supported by research and experience, that greatly enhance the chances for a successful outcome. Workshop participants will be given the chance to share some of their own stories about challenges they have encountered or are concerned about, and will be given the chance to begin developing their own “change story”, a vital element of the success of any transformational change.

The journey to sustainable Customer Advocacy
Guy Boyd, Trainer, Miller Heiman Group

Achieving and retaining Customer Loyalty has never been so challenging. Customers have more choices than ever before – in both where and how they can buy, and even more critically where and how they can share their feedback in real-time, and become very public Promoters or Detractors for your brand. The 24/7 connected world means that “Word of Mouth” is now the least of your worries!
Miller Heiman Group’s Service Ready Series equips your Customer-facing staff with the latest research, tools, and behavioural skills to create true Customer delight across your organisation, delivered via the very latest learning technology platforms.
In this interactive session Guy will introduce you to the core principles of achieving Service excellence, and enable you to experience first-hand some of the learning activities that will help participants turn concept into practice, and create sustainable Customer Advocacy for your brand.

The Sales Formula: Relationship x Process = Performance
Michael Hopke, Sales Consultant, Miller Heiman Group

Wouldn’t it be nice to find out where your sales organisation ranks compared to others by simply answering a few questions? And where you are today in comparison to where you will need to be in the near future? By applying CSO Insight’s Sales Relationship Process Matrix this is easy to achieve. Solve the sales formula, get an initial assessment, and kick-off your journey towards sales performance in this interactive session with Michael Hopke.

12:30 - 1:15 pm

Spotlight: Adapting Sales Models to the New Buyer Journey
Paul Vinogradov, Vice President and Europe Practice Leader, Alexander Group

There is a growing body of research pointing to a fundamental shift in B2B buying behavior which is forcing sales organizations to adapt their go-to-customer sales models. More and more, the buyer journey is starting without YOU, the sales person. Increasingly buyers are looking to peers, social and third parties to be persuaded to purchase. The changes are even more dramatic after the sale as customers demand immediate and continued value and a positive experience. Leading B2B sales organizations are adapting their pre- and post- sales models to align to these new buyer trends. This requires a shift in paradigm, sales investments, sales process, sales talent… the entire sales model. In this session Paul Vinogradov from the Alexander Group outlines the impact of these trends and actions revenue leaders must take to adapt.

1:15 – 2:15 pm

Lunch / Networking & Exhibits

2:15 – 2:45 pm

Customer Best Practice: Selection of best concept to support ambitious Sales growth and challenges in implementation
Nicole Beissler, Commercial Excellence Director, DS Smith - Plastics Division

DS Smiths European Plastics Division, a leading producer of packaging solutions for various industries has decided in 2014 to support its growth strategy with a Sales Excellence Programme. The divisional organization consists of three different business groups focusing on different industry segments and operates in the market with very diversified pan-European sales teams. The presentation will share the process of selecting the best concept for this programme, the way it was executed, the results achieved, the level of cultural adoption two years after the start of the programme and the lessons learnt.

2:45 – 3:45 pm

Workshop Session 2

Why Sales Manager Enablement Requires More Than Coaching
Tamara Schenk, Research Director EMEA, CSO Insights

Sales enablement is a fast growing discipline. In 2013, only 19% of our study participants reported having an enablement initiative or function. In 2016, more than 30% had an enablement program, initiative or function. But enablement’s success is not growing with the same speed. Instead, only 30% meet or exceed their expectations. One of the key reasons is the poor enablement of (frontline) sales managers. In this session, you will learn, based on our latest research, how to assess your sales managers’ maturity, how to design a holistic sales manager development program, and how to formalize your sales coaching approach to achieve two-digit improvements in key sales performance indicators.

The Role of Talent Management in Successful Sales Transformation
Harry Dunklin, Partner, Miller Heiman Group

Harry Dunklin, the Global Partner leading our Strategy Ready Consulting Practice, will discuss the importance of the critical elements of Talent Management in a Sales Transformation and how to prioritize and sequence the actions required to achieve quick wins and to optimize ROI over time. Workshop participants will be asked to share best practices about how Talent Management is rapidly evolving to optimize productivity in today’s workforce, particularly in mixed generational workforces.

Social Selling
Yann Ropars, VP of Digital Marketing, Miller Heiman Group

You will learn some best practices for sellers around the 4 pillars of social selling: Personal Branding, Find the right people, Engaging with prospects, Building rapport. We will discuss routines and what results means when engaging through social selling.

Cracking the Channel Management Code: How Does Your Company Stack Up?
Greg Nutter, Executive Sales Director, Channel Enablers

Anyone who depends on significant business through the channel knows there are unique challenges that channel sales professionals face. Join this session for a unique opportunity to compare your company’s channel management practices against new channel sales insights and data around:

• Which channel management skills are most likely to correlate to channel performance and what companies see as their most significant gaps
• How varying levels of field-level process relates to channel manager revenue target achievement
• How partners perceive their vendor relationships and how this impacts sales target attainment
• What are today’s key gaps in partner enablement and support that most impact partner performance

3:45 – 4:15 pm

Break

4:15 – 4:45 pm

Customer Best Practice: Selection of best concept to support ambitious Sales growth and challenges in implementation
Ed van Ingen, Managing Director, ESRI Nederland B.V.

DS Smiths European Plastics Division, a leading producer of packaging solutions for various industries has decided in 2014 to support its growth strategy with a Sales Excellence Programme. The divisional organization consists of three different business groups focusing on different industry segments and operates in the market with very diversified pan-European sales teams. The presentation will share the process of selecting the best concept for this programme, the way it was executed, the results achieved, the level of cultural adoption two years after the start of the programme and the lessons learnt.

4:45 – 5:45 pm

Keynote: Taming Tigers
Jim Lawless, Motivational and Inspirational Speaker

Everybody has a Tiger. It is the thing that snarls at us when we think about making a change in our lives and stops us developing and achieving our potential. In Taming Tigers Jim Lawless shares his proven and inspirational framework to help you achieve your dreams by taming the Tigers in your life.
Now for the first time, you can learn how to use these highly practical rules to overcome your fears and do things you never thought you could - in both your professional and private life.
Read case studies from people who have changed their lives by following the rules, and hear about Jim's experience of grabbing his own Tiger by the tail, as he went from a thirty-six-year-old overweight non-riding consultant, to a fully-fledged jockey and UK freediving record holder in 12 months - proof that Taming Tigers works!

5:45 – 6:00 pm

Closing Notes
Byron Matthews, CEO, Miller Heiman Group
Richard Hilton, EMEA Managing Director, Miller Heiman Group

6:00 – 9:00 pm

Drinks Reception & Departure

Meet our Speakers

Hosted by our EMEA Managing Director, Richard Hilton, who has a wealth of knowledge and history driving double-digit sales growth—and a proven track record of success. Richard, along with other industry experts and leaders will uncover insights for sales organizations that are invaluable to maximizing growth and revenue.

Byron Matthews

President & CEO, Miller Heiman Group

Tamara Schenk

Research Director EMEA, CSO Insights

Jim Lawless

Motivational and Inspirational Speaker

Impressions of the 2016 Sales and Service Summit


Get some impressions of last years summit in Munich!