Marco Paffenholz - Change Management, Sales Development for Selected Financial Services
Experience
Change Management, Sales Development for Selected Financial Services
Sozialbank, Bank für Sozialwirtschaft, Grey Solutions GmbH
- Developing and operationally implementing effective pre-sales activities for new customer acquisition
- Operational development and implementation of best practice conversation strategies
- Process development and process optimization
- Key metric measurement and regular communication
- Coaching the involved sales staff and managers
- On-the-job phone training with demonstration in customer conversations
- On-the-job sales coaching for sales with demonstration in customer conversations
- Change management of pre-sales activities
Increasing Sales and After-Sales Revenue
VW Autohaus von Keitz GmbH & Co. KG
- 3 years interim set-up, development and leadership of customer service, BDC with technical and disciplinary leadership, relevant metrics as well as motivation and control to achieve targets and improve results for sales & after-sales
- Consulting and restructuring of service processes for various service offerings
- Restructuring leadership and management of B2B field sales
- Restructuring sales metrics and regular communication for management and sales leadership, also for field sales control
- Building, developing and coaching dialog marketing
- Acquisition training for external B2B sales consultants
- Sales manager training for motivating field sales reps with sales metrics
- Phone training for sales, after-sales, parts service and dialog marketing
- On-the-job sales coaching for sales, after-sales and parts service with demonstration
- Potential coaching with clear targeting of status, deltas and development steps for sales staff and managers
- Sales training with emotional benefit argumentation
- Project management for group-wide implementation discipline
- ~ €50 revenue increase per vehicle invoice with full service package
900% sales increase in air conditioning services, from 50 to 500 p.a.
200 units sales performance p.a. of newly introduced air conditioning cleanings, from 0 to 200
Increasing Sales and After-Sales Revenue, Building In-House Dialog Marketing
Mehrmarken Autohausgruppe DRESEN
- 5 years interim set-up, development and leadership of customer service, BDC with technical and disciplinary leadership, relevant metrics, as well as motivation and control to achieve targets and improve results for sales & after-sales and B2B sales
- Restructuring leadership and management of B2B field sales
- Restructuring sales metrics and regular communication for management and sales leadership, also for field sales control
- Acquisition training for external B2B sales consultants
- Sales manager training for motivating field sales reps with sales metrics
- Consulting, identification and restructuring of sales processes in sales & after-sales, especially customer orientation
- Introduction of air conditioning cleaning services
- B2B acquisition and sales training
- Customer orientation training 'Customer for Life'
- Phone training for sales, after-sales, parts service and dialog marketing
- On-the-job sales coaching for sales, after-sales and parts service
- On-the-job sales coaching with demonstration in customer conversations
- Consulting, identifying sales potential with existing customers in sales & after-sales and realizing that potential
- Potential coaching with clear targeting of status, deltas and development steps for sales staff and managers
- Interim head of B2B sales with technical and disciplinary leadership, including involvement in new hire recruitment process
- Restructuring internal warranties, insurance and customer retention tools for revenue growth and longer customer loyalty
- Consulting on implementing operational GDPR compliance
- Staff training for GDPR compliance
- Compensating revenue declines from e-mobility by addressing neglected service offerings
- Project management for group-wide implementation discipline, controlling and monitoring of necessary information from relevant departments and external service providers
€8,740,000 revenue increase in after-sales from 2014 to 2020
6,700 service appointments p.a. through follow-up calls to non-responders after service reminders with over 26% appointment rate and over €2,100,000 in revenue
400% sales increase in air conditioning services, from 1,000 to 5,000 p.a.
- 5,000 units sales performance p.a. of newly introduced air conditioning cleanings
Increasing Sales and After-Sales Revenue, Building In-House Dialog Marketing
Mehrmarken Autohausgruppe Schönauen
- 4 years interim set-up, development and leadership of customer service, BDC with technical and disciplinary leadership, relevant metrics, motivation and control to reach targets and improve results for sales & after-sales
- Restructuring leadership and management of B2B field sales
- Restructuring sales metrics and regular communication for management and sales leadership, also for field sales control
- Acquisition training for external B2B sales consultants
- Sales manager training for motivating field sales reps with sales metrics
- Mapping the customer journey in the existing CRM
- Consulting, identification and restructuring of sales processes in sales & after-sales, with a focus on customer orientation
- B2B acquisition and sales training
- Customer orientation training 'Customer for Life'
- Phone training for sales, after-sales, parts service and dialog marketing
- On-the-job sales coaching with demonstration in sales, after-sales and parts service
- Consulting, identifying sales potential with existing customers in sales & after-sales and realizing that potential
- Potential coaching with clear targeting of status, deltas and development steps for sales staff and managers
- Interim head of B2C sales with technical and disciplinary leadership, including involvement in recruiting new staff
- Restructuring customer data management and customer satisfaction
- Staff training on handling and implementing GDPR
- Compensating revenue declines from e-mobility by addressing neglected service offerings
- Project management for group-wide implementation discipline, control and monitoring of necessary information from relevant departments and external service providers
€175,000 revenue increase p.a. in after-sales
400% sales increase in air conditioning services, from 200 to 1,000 p.a.
500% sales increase in air conditioning cleanings, from 100 to 600 p.a.
Opel SME Initiative for Dealers
Adam Opel AG, MC Trademarketing GmbH
- Consulting and coaching to fully align dealers with commercial sales, small fleet segment
- Adapting all relevant processes to the manufacturer's requirements: customer acquisition, customer data management, product portfolio, terms, financing options, vehicle orders, reporting codes, vehicle delivery, workshop service, marketing activities
- Consulting, design and implementation of sales processes, sales management, KPI measurement, regular communication and competitions
- Acquisition training for corporate sales advisors B2B
- On-the-job phone training with demonstration in customer conversations
- On-the-job sales coaching for sales with demonstration in customer conversations
- Consulting, identifying sales potential with existing customers in sales & after-sales and realizing that potential
- Further development of the introduced CRM for error-free customer service handling
10.4% market share, up from 7.6% market share of supported dealers
Increasing sales performance in Sales and Telesales
Soloplan GmbH
- Interim setup, development and leadership of telesales with technical and disciplinary management, relevant KPIs, plus motivation and control to hit targets and improve results
- Design and as-needed updates of call scripts with emotional value propositions for Sales and Telesales
- Restructuring the management and control of field sales domestically and internationally
- Restructuring sales metrics and regular communication for management and sales leadership, also to monitor field sales
- Consulting on further development of the existing CRM to optimize the mapping of the customer journey
- Acquisition training for KAM and field sales consultants in B2B
- Sales manager training for motivational leadership of field sales reps with sales metrics
- Potential coaching with clear focus on status, gaps and development steps for sales staff and managers
- Further development of the sales strategy from product selling to advisory discussions with process analysis and value selling focused on benefits and value delivery
- Phone training for Sales, Service and Telesales in the B2B segment
- Sales coaching on the job for Sales and Telesales in the B2B segment
- Sales coaching on the job with "lead by example" in customer meetings in the B2B segment
- Enhancement of the existing CRM for efficient and error-free customer handling in customer service
- Over 40% performance improvement in qualified telesales leads
- Over 25% performance improvement in qualified customer appointments in Sales
Change management in sales: building a B2B sales department
Autohandel Gebr. van Eupen GmbH
- Establishment, development and coaching of passenger and commercial vehicle sales to corporate customers
- Interim sales management of the department
- Development and implementation of relevant sales processes
- Mapping the customer journey in the existing CRM
- Operational leadership, control and monitoring of B2B field sales reps
- Sales metrics and regular communication for management
- Acquisition training for B2B field sales consultants
- Consulting, design and implementation of sales processes, sales management, metric measurement, regular communication and competitive analyses
- On-the-job phone trainings with "lead by example" in customer meetings
- On-the-job sales coaching for Sales with "lead by example" in customer meetings
- Potential coaching with clear focus on status, gaps and development steps for sales staff and managers
- Consulting, identifying sales potential with existing customers in Sales & After Sales, and realizing that potential
- Handover of sales management to the successor
- 25% increase in sales compared to the previous year
- 142 vehicles sold in the period
- 500 offers in the period from 1,400 personal and 1,200 phone contacts
- 1,200 qualified leads from 4,300 prospect contacts
Stabilize after-sales revenue due to expected decline from e-mobility
Daimler AG, Mercedes Benz Niederlassung Stuttgart
- Consulting and restructuring of service processes for air conditioning disinfection, air conditioning maintenance and UVV inspection
- Establishment of tools and meetings for sustainable employee leadership and motivation
- Sales coaching of customer service advisors with "lead by example" in customer meetings
- Over 75% increase in sales of relevant service offerings
Implement CRM and systematic customer management
Elspass Autoland GmbH & Co. KG
- Implementation of a CRM along with error analysis for flawless customer handling
- Definition of relevant data maintenance in CRM
- Continuous coordination with IT and the CRM provider
- User trainings for CRM operation
- Mapping the customer journey in the existing CRM
- Sales trainings for systematic customer approach including data and contact maintenance in CRM
Stabilize after-sales revenue during the pandemic
Mercedes Benz Autohausgruppe
- Consulting and design of processes for introducing air conditioning disinfection
- Establishment of tools and meetings for sustainable employee leadership and motivation
- Implementation across the entire dealership group
- Online sales trainings with all involved managers and staff in Service and dialogue marketing, BDC
- Follow-up phone coachings with all involved staff and managers to ensure sustained implementation
- Project management for group-wide implementation discipline
- Over €49,000 revenue increase in 2 months
Boosting sales performance in dialog marketing
UGW AG
- Consulting and restructuring dialog marketing processes for B2B customer orders
- Designing conversation guides with emotional value propositions
- Telephone training for dialog marketing in the B2B segment
- Sales coaching on the job with demonstrations in the B2B segment
- Train-the-trainer with call center coaches for feedback and goal-setting talks with agents, including demonstrating effective calls
- Advising on the further development of the existing CRM to optimally map the customer journey
- Training project managers on measurement and management with KPIs, recruiting suitable staff, and regular communication
20% increase in quantitative lead generation
40% increase in qualified leads with defined needs and purchase timing
Improving revenue and profitability in after-sales
Volvo Autohaus AutoNova
- Consulting and restructuring service processes for air conditioning disinfection, AC maintenance, and UVV inspection
- Identifying and leveraging untapped potential in full-service packages
- Sales coaching on the job with demonstrations in customer meetings
- Sales training with emotional value arguments
- ~ €200 revenue increase per leased vehicle with the Volvo full-service package
€51,000 annual revenue increase
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Transportation, Automotive, Banking and Finance, and Professional Services.
Business Area Experience
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Experienced in Sales, Customer Service, Marketing, Project Management, and Operations.
Summary
For over 25 years I have been in charge of driving transformations in sales, pre-sales and after-sales across various industries, achieving significant improvements in sales performance, in specific areas as well as on an overall level. As a sales creator, I passionately identify hidden revenue potentials, friction losses and system weaknesses across a company's entire sales processes. In coordination with management, I initiate the necessary changes to fully leverage the company's existing assets. In doing so, I ensure not only quick wins but also sustainable developments for productive, smooth operations with a win-win approach. This benefits companies, employees and customers. As a doer type, I speak inspiringly and clearly without lofty dialogues. As a team player, I always act as your partner on an equal footing. On request, I personally demonstrate successful customer and employee communication in practice. I take over "sales conversations" in practice. This avoids "typical" seminar effects and lowers barriers to behavior change.
Skills
Processes
Sales And After-sales
Telesales And Dialog Marketing
On-the-job Operational Training
Training External B2b Sales Consultants
Acquisition Training For External B2b Sales Consultants
Acquisition Training For New Customer Acquisition
Acquisition Training At Management Level
User Training For Dms/crm System Implementation
Potential Coaching With Clear Targeting Of Status, Deltas And Development Steps For Sales Staff And Managers
Performance Coaching In Sales With Accountability For Results
Fish! Motivation Training For Managers And Staff
Sales Training With Emotional Benefit Argumentation
Upselling And Cross-selling Training In Sales & After-sales
Demonstrating Desired Sales Successes In Real Customer Conversations
Sales Training For Active Account And Market Development
Phone Training For Sales, After-sales And Telemarketing
Sales Manager Training For Motivating Field Sales Reps With Kpis
Consulting - Process And Sales Expertise
Restructuring Leadership And Management Of B2b Field Sales
Restructuring Sales Metrics And Regular Communication For Management And Sales Leadership, Also For Field Sales Control
Restructuring Sales Processes In Sales And After-sales
Implementing Digital Processes, Partly Automating Them
Introduction And Further Development Of Dms And Crm Systems
Designing Successful Conversation Strategies For Sales, After-sales And Bdc
Setting Up And Developing Bdc And Telesales For Sales & After-sales
Restructuring Used Car Management, Purchasing And Marketing
Restructuring Gdpr: Documentation, Mapping In Dms & Crm, Obtaining Customer Consent, Staff Training
Restructuring Customer Retention Tools, Warranties And Insurance
Project Management For Consistent Implementation Discipline, For External Service Providers
Interim Management
Sales Leadership Of Sales Staff With Technical And Disciplinary Management, Relevant Metrics, Motivation And Control To Reach Targets And Improve Results
Leading Customer Service – Bdc With Technical And Disciplinary Leadership, Relevant Metrics, Motivation And Control To Reach Targets And Improve Results
Staff In Sales & After-sales And Dialog Marketing, Customer Contact
Key Account Managers, Field Sales Staff
Regional Managers, Service Managers, Sales Managers
Managers, Managing Directors, Board Members
Automotive
Banking, Financial Services And Insurance
Dialog Marketing
Wholesale And Retail
Hospitality
Beverage Industry
Real Estate
Software, It
Spark And Ignite: Enthusiasm That Multiplies
Live And Lead By Example: Inspiring Role Model With Driving Motivation
Adapt And Connect: Affinity With Sensitive Empathy
Delegate And Lead: Team-oriented With Transparent Goal Tracking
Do And Act: Burning Passion With Disciplined Activity
Develop And Plan: Inspiration With Head Cinema For The Heart
Deliver And Realize: Productivity With System Efficiency
Think And Aim: Creative Strategy With Boundless Vision
Sales Coaching With "Demonstration" For Lasting Behavior Change: Selective Use Of Real Customer And Sales Conversations For Motivational Learning Transfer Without Barriers, With Genuine Sales Performance
Sales Bang ® Method For Lasting Growth: Creating Performance Coherence Through Technical-factual And Aligned Energetic-emotional Development
E-mobility In After-sales: Proven Solutions For Revenue Stabilization Amid Declines Due To E-mobility
Languages
Education
Commerzbank AG
Bank Clerk
Certifications & licenses
Trainer and Lecturer
RED Consult GmbH
Statistics
Experience
Expertise
Qualifications
Profile
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