Traditionally, incentive compensation management (ICM) has been a powerful tool for organizations to drive sales performance. However, the modern business landscape paints a different picture. Today, we recognize that closing a sale is just the beginning of the customer journey. A study by the Aberdeen Group found that companies fostering strong collaboration between sales and delivery teams achieve a 24% higher win rate and a 10% growth in average deal size. This underscores the critical role delivery teams play in the overall customer experience. True success hinges on the seamless delivery of services or products, ultimately leading to high customer retention and the potential for future organic growth.
ICM for the Delivery Team:

1. Enhanced Sales Performance

2. Precision and Efficiency:
A study by The Hackett Group found that organizations leveraging automation tools for incentive compensation management experienced a 30% reduction in administrative costs and a 20% improvement in accuracy. Critical performance metrics germane to the delivery team can be meticulously monitored, with incentives automatically computed. Leveraging specialized tools such as Certinia streamlines this process, ensuring accuracy and efficiency.

3. Transparency and Equity:

4. Data-Informed Decision Making:

5. Employee Engagement:
Encouraging participation from the delivery team in small-scale sales engagements not only uncovers latent talents but also nurtures a culture of revenue generation that extends beyond conventional sales functions. Research by Gartner reveals that companies with effective incentive programs see a 23% increase in employee engagement. This engagement can lead to a more committed and motivated delivery team, driving better results and customer satisfaction.

6. Augmented Adoption Rates:
An ICM solution holds the potential to catalyze increased adoption rates for Professional Services Automation (PSA) platforms like Certinia, paralleling its efficacy in enhancing uptake of Customer Relationship Management (CRM) systems.
Exemplary Incentive Compensation Models for the Delivery Team:
- Customer Satisfaction (CSAT) score
- Employee Net Promoter Score (eNPS)/Net Promoter Score (NPS)
- Generation of future sales references
- Team utilization metrics
- Budgetary compliance
- Timely project milestone adherence
- Client feedback on proposed solutions
- Identification of upsell/cross-sell opportunities
- Client feedback
- Performance ratings
By harmonizing incentive structures with these pivotal performance indicators, organizations can effectively galvanize their delivery teams toward achieving project success and fostering enduring growth trajectories.
Future-Forward Use Cases
- Talent Acquisition and Retention: Incentives tied to recruitment outcomes and employee satisfaction promote talent retention crucial for ERP strategy execution.
- Training and Development Effectiveness: Aligning incentives with skill acquisition and training program success enhances workforce readiness for ERP system utilization.
- Employee Engagement: Incentives linked to engagement metrics cultivate a positive culture, facilitating ERP adoption and effectiveness.
- Financial Performance: Incentivizing accuracy in forecasts and financial metrics ensures reliable data for ERP-driven decision-making.
- Operational Efficiency: FP&A-driven cost management and efficiency initiatives directly impact ERP ROI and effectiveness.
- Strategic Alignment: Incentives tied to strategic alignment and value-added analysis integrate financial planning with ERP strategy execution.
In conclusion, extending incentive compensation management (ICM) benefits to non-sales teams such as HR and FP&A proves instrumental in fostering a cohesive organizational culture focused on performance excellence and strategic alignment. By incentivizing key metrics relevant to each department’s role in supporting the ERP strategy, organizations cultivate a workforce committed to talent retention, operational efficiency, and financial acumen. This holistic approach not only enhances the effectiveness of ERP implementation but also drives sustainable business success by ensuring that every facet of the organization is aligned with broader strategic objectives. Ultimately, ICM serves as a unifying force driving collective efforts towards achieving overarching business goals. To explore how ICM can transform your organization’s performance, contact us today.