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Some Details about the Epic Sales Force and Sales Process

Posted Jan 24 2011 12:00am

Mr. HIStalk has just provided us with a fascinating and detailed look at the Epic sales force and sales process (see: Monday Morning Update 1/24/11 ). Great job. I provide it for you below in an unedited form:

Epic Sales

Readers sent in quite a few thoughts about the Epic salespeople and sales process. Here are some of those that I found interesting.

  • Epic has 6-7 salespeople, all of them women (the reader provided their names).
  • Despite company growth, the sales team hasn’t gotten much bigger.
  • Almost nobody knows an Epic sales rep, current or former. Even sales recruiters have never spoken to one.
  • All salespeople are required to have done installation work at Epic. Epic does not direct hire people into sales.
  • Epic does not do traditional marketing. They focus only on a few conferences and don’t run billboards, sponsorships, or ads.
  • Salespeople do not earn commissions, although their performance is taken into account at appraisal time for raises and bonuses.
  • CEO Judy Faulkner steps in herself for the big prospects or if it looks like Epic will lose the deal.
  • Some folks have been forced out. They call it “flying too close to the sun,” with the sun being Judy.
  • The job of the salesperson is less about selling and more about managing the process. Epic has separate teams for RFPs and demos, a legal team for negotiations, and budget/pricing teams for managing the implementation timelines and budgets. If sales needs help from anyone in Epic, that person is expect to drop everything and go to a customer meeting or do whatever is needed.
  • Those PMs serve as product experts along with clinicians and developers, with much of their role being to demonstrate the philosophy and culture, not to be salespeople with a passing interest in getting a contract signed.
  • The entire company makes the sale, not the salesperson. Customers get good implementation support, an individually assigned technical service rep, and a “customer happiness” rep who will escalate any concerns.
  • Until 2009, Epic was making just 10-15 new sales a year and many of those were just for ambulatory or inpatient alone, but the percentage of enterprise sales has increased each year. In 2010, they supposedly made around 40 new sales....
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