A Customer 360 Meeting is an annual event during which all points on the circle of your relationship with your customer are discussed. These meetings deepen partnerships and can transform your relationship from transactional to strategic.
Three key meeting components
A 360 Meeting should include these three key components:
Account Support Activity. Use AI to collect call reports. Then have AI list these by date and the activities and cost reductions your company has executed to support your partnership during the last two years. This gives the customer details on the time and effort you have invested to keep their business running smoothly.
This section should include technical support calls, emergency deliveries, training sessions provided, custom solutions developed, problem-solving initiatives, and cost-saving recommendations implemented.
Sales History. Be transparent with your sales history. Openly review the last two years of sales. AI can provide annual and year-to-date total sales broken down by category, including totals for deliveries, invoices, back orders, and sales rep visits.
Data transparency demonstrates your commitment to the relationship. It reveals trends in customer purchasing patterns, identifies optimization opportunities, and showcases the full scope of your partnership.
New Action Plan. Developing a new action plan is your opportunity to collaborate with the customer on growing their business using your consultative abilities. Transparency in account support activity and sales history encourages customers to share new insights about their business challenges and opportunities.
This is your time to listen actively so that you understand the customer’s evolving needs. You need to identify new ways to add value and align your offerings with the customer’s strategic goals. Remember to commit to specific actions and timelines.
Serving Multiple Purposes
Customer 360 Meetings serve multiple critical purposes. They defend against competition by making switching costs psychologically higher. They reveal revenue growth opportunities through open dialogue. They provide early warning signals when customer engagement changes and they elevate you from vendor to trusted advisor.
Take action
Don’t wait for problems to emerge or competitors to attack. Engage in activities that proactively demonstrate product or service value and build trust with your clients. I suggest you have a Customer 360 meeting with each of your Top Ten Accounts annually. Book it now!
Macro key performance indicators (KPIs) serve as the lifeblood of a growing, profitable business.
In AI-Enabled Sales Management, the ultimate goal in the relationship between a sales manager and professional salesperson is ensuring the rep knows exactly what success looks like. I believe that both micro and macro tools are critical to keeping track of that goal.
In a recent article, I discussed how micro tools — including agentic AI call reporting, calendar planning, AI-generated prospecting, and auto-filled dashboards—help salespeople understand whether they’re winning.
In this article, I look at how the use of critical KPIs, together with micro tools, helps confirm sales results and drive strategic decision-making. The KPIs I recommend you review areSales, Gross Margin, and New Account Margin, as shown in the chart below. The Sales indicator tells you how your strategy is working. Gross Margin is your profitability indicator. New Account Margin indicates your growth.
Stay on track with KPIs
In conclusion, micro tools give salespeople a clear understanding of what drives their business. The macro review of Sales Results with KPIs provides proof that those micro tools are working effectively. In my 50+ years of sales management experience, I know of no exceptions. Consistent growth in micro indicators always produces exciting results in macro sales result KPIs. Lastly, to stay on track and maintain momentum, sales managers must review these results monthly with each direct report.
Before a manager and salesperson can create a strategic plan for the future, they must scrutinize past and present performance through Key Performance Indicators (KPIs). Both year-over-year (YOY) trends and month-over-month (MOM) momentum are essential for accurate analysis.
Understanding the Numbers
Sales: The Revenue Story
By comparing sales in the same months in different years (YOY), you can draw accurate conclusions despite seasonal fluctuations in consumer behavior. This comparison provides a quick indication of whether the salesperson needs to adjust their selling strategy. For example, do you need to ramp up prospecting efforts or focus more attention on existing accounts?
In contrast, MOM momentum reveals immediate trends within your business or market. MOM signals when it’s time to introduce new products to existing accounts or to pivot your approach.
Review both YOY and Year-to-Date (YTD) sales changes in both dollars and percentage. Each metric tells part of the story.
Gross Margin: The Profitability Indicator
While sales numbers may fluctuate, businesses ultimately succeed by controlling net profit. Since gross margin is calculated by subtracting the cost of goods sold (COGS) from total sales, the salesperson’s pricing decisions directly impact profitability.
AI tools for the distribution industry are evolving rapidly. With rising costs, supply chain disruptions, and shifting customer expectations, AI-powered pricing tools help maximize profitability amid new challenges. To stay ahead, distributors must embrace innovative pricing strategies, advanced customer segmentation, and digital transformation. A monthly review of gross margin ensures that salespeople are effectively engaging these tools and making smart pricing decisions.
New Account Margin: The Growth Engine
Monitoring the growth of new account margin is as important as monitoring existing account gross margin. The new account margin ensures reps understand that they are consistently adding new business — the lifeblood of growth — especially in a down economy. Use this KPI review to focus on new account conversions. I strongly recommend incentive plans with aggressive bonuses tied to new account margins to drive this critical behavior.
The bottom line
Reviewing KPIs is important to sales success. While micro tools track daily activities, macro KPIs confirm success. Both are essential for sales growth and profitability.
While macro indicators shape overall sales impact, a select group of micro indicators truly drives measurable success. These key metrics are essential to monitor regularly, as they directly influence performance outcomes. Also, to maximize results, sales managers and reps should review these indicators—either face-to-face or virtually—on a monthly basis.
Micro Metric Indicators
Here are critical micro metrics that should be agreed upon and reviewed monthly by sales managers and reps.
Monthly Dashboard Overview
Understanding Each Indicator
New Business Margin: Your ERP will provide monthly data on new business margin using a 12-month roll-off of all new accounts in your territory. Also, this metric tracks your ability to expand your customer base and generate revenue from fresh relationships.
Penetration Margin: This measures you’re growing wallet share within your current customer base. To increase sales in existing accounts, omnichannel opportunities now exist. Use your eCommerce platform with integrated AI for sales support. It can provide a customer with a one-stop shopping experience that is seamless and unified by brand.
In the Funnel Margin (ITF): This metric tracks the total margin dollars expected from all prospects set to close within the next three months. Moreover, this forward-looking metric ensures your pipeline remains healthy and predictable.
Prospective Calls: The manager and each rep agree on a specific number of prospective calls per month, then record and review them regularly. Consistent prospecting activity is the lifeblood of future sales success.
New contracts: In today’s business environment, all deployed assets must operate under contracts. Record and review both new and renewed contracts to ensure accountability and consistency. AI can track and inform you of pending renewal dates, ensuring no opportunities slip through the cracks.
Sales Performance
In conclusion, dashboards drive performance and success in today’s marketplace. Make sure your sales dashboard has the micro metrics that count in today’s digital world. Lastly, these metrics provide clarity on what success looks like daily, weekly, and monthly—regardless of external market conditions.
A great deal has changed in the world of sales, but certain aspects remain critically important. For example, call reporting, calendar planning, and prospecting are still fundamental to a successful sales strategy. The application of digital tools to these tasks has made them even more effective, giving the sales dashboard a new look. Modern sales dashboards drive performance through focused, actionable metrics.
What Defines True Success
For the outside sales rep (OSR) to be successful, he must have a strong bond with the sales manager. The rep must understand specifically what he or she needs to do.
The macro view of year-to-date sales and margins is not enough to direct a successful sales strategy. Economic changes, supply chain disruptions, product availability, pricing pressures, and delivery times all impact a rep’s ability to close deals and maintain customer satisfaction. While these macro external considerations are important, reps must also pay attention to key micro indicators to ensure the business is moving forward.
Key Micro Indicators
New Business Margin – tracks your ability to expand your customer base and generate revenue.
Penetration Margin – measures you’re growing wallet share within your current customer base.
In the Funnel Margin (ITF) – the minimum total of margin dollars for all prospects that close in 3 months.
Prospective Calls – Each manager and rep agrees on a specific number of calls to complete each month.
New contracts – record and review new and renewed contracts.
Dashboards drive performance
Amber Johnson, a leadership development consultant, informs us: “When teamwork is stressful, it’s often because you have expectations others don’t share. Unfortunately, you may be missing expectations others have for you as well. To prevent these frustrations and ensure that your team performs better over time, design the team by defining clear goals, roles, and protocols.” Creating a sales dashboard with the proper micro metrics enables your team to move forward toward a shared goal. Dashboards drive performance and success in today’s marketplace.
