Grand Slam Educational Sessions
Technology Trends, Business Models & Customer Engagement
Jeff Hayes, president, InfoTrends
We have heard it all before. From MFPs to MPS to mobility, the cloud and workflow solutions, dealers need to transform their businesses — or die. The reality is technology adoption varies dramatically by type of customer and there is no one business model that fits all dealerships. The most successful dealers keep their eyes on technology trends and competitors while staying close to their customers and clear-eyed about their companies' strengths and weaknesses. In this session, Hayes will provide a state-of-the-industry review of technology trends and the office technology channel. He will share insights from extensive research with end customers on their changing needs and buying behaviors, and he will provide recommendations to help you understand your market, evolve your business model and engage with your customers to achieve sustained growth.
Hayes is the president and co-founder of InfoTrends, a leading analyst firm tracking the office technology and services, production printing and media, and consumer and professional imaging industries. With more than 75 professionals, InfoTrends helps technology vendors, dealers and end customers understand opportunities, grow their businesses and improve their operations. What makes InfoTrends unique is its combination of deep subject-matter expertise, innovative tools and data, and exceptional customer service.Dealer PanelCompany Culture & Your Bottom Line
Moderated by Sally Brause, director of human resources consulting, GreatAmerica Financial Services
Company culture is critical to the success of any organization. Peter Drucker says that culture eats strategy for breakfast. There is little argument about the impact of company culture and employee engagement on your bottom line. Some studies say that companies with highly engaged employees have as much as 18-percent-higher operating margins than those with employees who are not as engaged. But what is culture and what are the key things leaders need to pay attention to in order to improve and sustain it? Every company has a culture — and most happen by accident. It is a lot better when the culture and related employee engagement are part of a plan and given attention. This dealer panel will help us understand the definition of company culture, the seven "levers" we as leaders can focus on in order to have a positive impact on our company cultures, as well as the best practices dealers have implemented and the results they have experienced.
Brause is the director of human resources consulting for GreatAmerica Financial Services and leads its hiring and training offering, PathShare® HR Services. Her areas of expertise are attracting, motivating and developing top talent. Brause has been sharing this expertise with office technology dealers. She is certified as a senior professional in human resources (SPHR) and has been certified as a compensation professional through World at Work. Brause has a master's degree in organizational leadership and participated in the Wharton School of Business' Leading Organizational Change program.
Dave Barrows is corporate director of sales at Gobin's Inc. in Alamosa, Colorado. His career at Gobin's Inc. began in 1994 as an outside salesperson in Alamosa. Barrows was promoted to branch manager in 1996 and he has been instrumental in growing the Alamosa area customer base. Through his ingenuity and foresight, he is reducing his clients' expenses with the company's Printwise program and recently introduced document management to his clients. During his 15 year tenure at Gobin's, Barrows has been extremely active in Alamosa and the surrounding communities, serving on many non-profit boards. Recently, he has led the company's culture team to determine Gobin's "WHY" and "C.A.R.E values." Barrows has been successful in leading the early stages of adjusting the culture at Gobin's from a matured company to a growing company.
Dave Johnson is vice president of sales/branch operations at EO Johnson Business Technologies in Eau Claire, Wisconsin. He has been with EO Johnson for 33 years. Johnson began his tenure with the company as a sales representative and was promoted to positions of increasing responsibility and leadership including Eau Claire branch territory manager and branch manager. He was named vice president of sales/branch operations in 2012. Johnson currently serves as chair elect of the Eau Claire Chamber of Commerce Executive Board. He is past chair of the Friends of Sacred Heart Hospital Board (Eau Claire, Wisconsin), past president/founder of Eau Claire Whitetails Unlimited and past president of the St. Paul's Lutheran Church board. In business since 1957, EO Johnson was founded by Emery O. Johnson and has offices in Wausau, Eau Claire and La Crosse, Wisconsin; Minneapolis and Rochester, Minnesota; and Cedar Falls, Iowa.
Chris Taylor is president, CEO and co-owner of Fisher's Technology, headquartered in Boise, Idaho. During his nine years at the helm, the 79-year-old company tripled in size and received numerous awards. Taylor was also selected as one of the 2014 CEOs of Influence by the Idaho Business Review. Prior to Fisher's, he worked for Micron Technology, Andersen Consulting (now Accenture) and KPMG Consulting (now Bearingpoint). Taylor serves on the board of directors for the Boise Metro Chamber of Commerce, is an officer and serves on the board of directors for the Copier Dealers Association, is the past president of the Young Presidents' Organization (YPO), is an executive board member and past president of the board of directors for the Discovery Center of Idaho, serves on the University of Idaho's special advisory group to the president, serves on the board of directors for the Idaho Technology Council, is on the marketing committee for the Treasure Valley YMCA Board of Directors and is a member of the Vistage CEO leadership group.
Future-Proofing Your Dealership
Mitch Morgan and Chris Ryne, partners, Growth Achievement Partners
BTA Channel dealers can put themselves in a great position to take advantage of one of the most relevant topics on the planet today — technology. Businesses of all sizes have recognized their increased dependency on a broad range of technologies to help achieve their strategic business goals. During this session, Morgan and Ryne will focus on the six keys to success in moving upmarket with technology, including: following a repeatable sales process; recognizing transactional versus strategic accounts; linking business goals and how your "solution" can impact them; optimizing business processes; leveraging the "relevance of technology" for managed IT services; and getting outside the base.
Morgan is a partner at GAP. He founded the Connectivity Dealer Program from NIA in 1991. After his business was acquired by IKON Office Solutions in 1996, he led its Technology Services division. In 2001, he formed the Professional Services division for IKON. Morgan has been consulting with CEOs on strategy, operations, organizational development and sales since 2005.
Ryne, a partner at GAP, brings significant experience in driving growth and profitability, possessing a comprehensive understanding of the industry that includes traditional and emerging markets from both a sales and operations perspective. His tenure includes 10 years with IKON, where he built and led a successful professional services business unit from startup to a well-integrated team.
Advanced Selling Skills for Winning the Complex Sale
Tom Cooke, founder and president, and Kim Ward, director of training and development, Learning Outsource Group
Today's sales leaders who consistently win larger, more complex sales create competitive differentiation by combining the power of buyer/seller intelligence to optimize results. Understanding research-based behavior, the politics of a decision influence group and the strategies needed for success in this environment will be presented in this session. Attendees will learn the 10 must-have strategies and skills for winning complex sales and identifying gaps in their current go-to-market sales processes. They will also receive a sales competency self-assessment to analyze individual strengths and weaknesses. Plus, this session will help attendees better understand the politics of a complex buying team and the importance of more effective account planning and team selling strategies.
Cooke is the founder and president of Learning Outsource Group and the managing principal of Print Management Solutions Group. As a nationally recognized speaker and facilitator, he has been a featured speaker at numerous office technology industry conferences for a variety of organizations and OEMs. Cooke has authored or co-authored various training programs including Selling Managed Print Services and Sales Management Leadership University. Thousands of executives, managers and sales professionals have participated in programs he has created or facilitated since 1992. Cooke is highly respected as an industry authority in sales education and sales management leadership development.
Ward is the director of training and development for Learning Outsource Group and shares the same responsibilities for Print Management Solutions Group. He has been involved in the training and consulting industry in a variety of capacities since 1990 and most recently authored the company's newest advanced consultative selling program, Cooperation Selling. Ward is a nationally recognized speaker, facilitator, consultant and coach to the office technology industry, and has personally worked with more than 20,000 industry professionals. During the past 20 years, he has worked extensively with a large number of industry OEMs in addition to hundreds of office technology dealers.
3D Printing Moves From Hype to an Innovative, Disruptive Force
Keith Kmetz, vice president of hardcopy solutions and services programs, International Data Corp. (IDC)
The stage is clearly set for 3D printing to move from a much-hyped market opportunity to an innovative platform to disrupt traditional product creation processes. Not only do we continue to see new levels of performance capabilities from existing market players, but conventional print manufacturers are demonstrating more than just a passing examination of 3D printing's unique value proposition. IDC anticipates that today's considerable product development activities will lead to eventual 3D printer market entries in the not-too-distant future. This presentation will discuss IDC's latest view of this burgeoning market with forecast and trend analysis, as well as adding the voice of the customer that highlights market needs and requirements.
Kmetz is the vice president of IDC's hardcopy solutions and services programs. He is responsible for all written research in these areas, including analysis on the copier, printer and MFP markets, as well as related hardcopy software and services developments. Kmetz has been conducting research and consulting in these markets with IDC since 1995. He joined IDC with more than 10 years of IT marketing and market research experience. Previously, he has served in various product and marketing positions within the hardcopy vendor and channel communities. Since joining IDC, Kmetz has successfully launched the company's U.S. hardcopy research services and helped develop IDC's global hardcopy research efforts.
Understanding & Increasing the Value of Your Dealership
Jim Kahrs, president, Prosperity Plus Management Consulting Inc.
Whether you are planning for retirement, are interested in selling your business today or 10 years from now, want to secure a line of credit from your bank or want to create a partnership buy/sell agreement, you need to know the true value of your dealership. This session is designed to provide dealership owners with an understanding of what determines long- and short-term value in their businesses. Kahrs will get into the elements of the business that drive value, how to best understand that value and, most importantly, how to increase the value. He will discuss how potential buyers place value on a copier/MFP dealership and how to make sure your business and books are prepared for presenting to potential buyers or bankers alike. Finally, Kahrs will provide an overview of the formulas buyers are currently using and discuss the pros and cons of each. Attendees will leave this session with a good understanding of the valuation process and how it applies to their particular situations.
Kahrs has been in the office technology industry for more than 27 years. He has been recognized as a top sales producer, sales manager, operations manager, business executive and business consultant, and has held positions in sales, sales management, wholesale management and as a dealership executive. Kahrs formed Prosperity Plus Management Consulting in July 2001 to help dealerships improve their operations and help business owners and managers attain their personal and professional goals. He has been a featured speaker for numerous professional associations, trade associations and manufacturers large and small.
Preparing the Way for Digital Information Management Systems Organizations
Stephen Rolla, senior partner, Pros Elite Group
This session will shed light on how an office technology dealership can successfully transition to the office imaging/managed IT services organization of the future, creating a profitable environment of growth for current sales and service employees. All of the experts agree that the transition to managed services is completely dependent on having a high-performing office imaging platform on which to build this new offering. In this session, Rolla will focus on the eight to 10 "must haves" in order to make the transition.
Rolla has been in the office imaging industry for 43 years and is one of the few company presidents in the industry who has come from a service background. Most in the office technology industry know Rolla as the president of organizations that have achieved IKON's CEO of the Year Award or the Global Imaging Systems Chairman's Award. Rolla authored the first industry benchmarking model with Tom Johnson during their time together at Alco Standard and Global Imaging. Today, he is a partner in the Pros Elite Group and is responsible for the Pros Elite 100 Dealer Group. In 2012, he published the "Pros Elite Sales Playbook," which outlines 13 critical sales management activities, associated benchmarks and execution skills to achieve them.