So what is Sales and Service Performance Management?  Formally Sales and Service Performance Management (SSPM) is the practice of leveraging performance management technology and change management processes in customer servicing and selling environments.  Further, SSPM initiatives must have 3 characteristics:

• Data integration from all sources in the operation
• Accurate reporting across a dynamic hierarchy consisting of thousands of employees
• Performance data delivered to every employee in the organization with the means to take immediate action and change behavior

More practically, SSPM is a combination of process and technology that helps organizations execute on their key initiatives including:

• Increasing customer satisfaction and experience
• Aligning sales incentives with corporate objectives 
• Introducing sales into service operations
• Up-sell and cross-sell programs
• Reducing attrition
• Improving coaching and development

Because sales and service operations (e.g. field sales, retail sales, partner operations, contact centers, field service, and back-office organizations) are typically people intensive, employee behavior change and culture transformation are the drivers of sales and efficiency gains.  By empowering every employee in the organization with actionable information, not just executives and analysts, individuals across the organization can make better fact-based decisions guiding their daily activities. By automating key administrative activities, front-line managers are able to become more effective and efficient, having more time and better information to coach and develop their teams. And finally, with a complete view of performance, executives are able to identify emerging trends and take action more rapidly.