CASE STUDIES

Negotiation Resources works with a variety of clients, training their top people to negotiate effectively and sometimes negotiating along with them in critical situations.  The following case studies represent just a few of our client successes.


Case #1  Drug approved after successful negotiations with FDA


Case #2  Customer service satisfies customers while keeping revenues and profits


Case #3  Reversal of slipping revenues and margins - worldwide


Case #4  Better negotiations with standards agencies in 70 countries saves $ millions


Case #5  Improved morale, messaging, and margins for 1,000 person sales force


Case #1

 

 Drug approved after successful negotiations with FDA

Client

Pharmaceutical Firm - Silicon Valley, CA

Problem

After several years in research and development with development costs of $250 million, the company moved into negotiations with the FDA in Washington, DC.

Negotiations at this stage are critical, because they determine not only approval but how the drug may be marketed.

Solution

We delivered the Special Ops Program with outstanding success. During a 2- month window, a combination of research, training, coaching, planning, rehearsal and execution resulted in drug approval, including creation and approval of the product insert materials.


The training session, “Street-Smart Negotiating for Technical Professionals,” was followed by the selection and coaching of a team through the negotiation process. This process involved preparation, strategy, tactics, and role-plays with another team from within the company representing the government agency, as well as coaching the team through the negotiation itself.

Results

The product insert accurately reflected the client’s views and the drug was approved. The company team became educated to sophisticated strategies, which were incorporated in all future drug approval negotiations.

 

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Case #2

 Customer service satisfies customers while keeping revenues and profits

Client

Telecommunications Company - West Coast

Problem

In an effort to satisfy a customer, the service department only used a single solution for solving problems: inappropriate financial payback that cut into the bottom line (at any price).

Solution

Customized negotiation training delivered to service department personnel by Negotiation Resources trainer.


A large telecommunications company found that its customer service department of our client was, in an effort to satisfy customers, "giving away the farm" every time they received a complaint. Although well intentioned, this practice dramatically affected the bottom line.


After a period of observation and interviews, Negotiation Resources created a customized version of "Negotiating When Relationships Matter." Designed to teach employees how to walk the fine line between satisfying a customer without giving up revenue needlessly, training classes were given over a period of three months to every line person and manager in the customer service division.

Results

Company sponsors felt that the program hit the mark, and stopped the needless outflow, which directly impacted the bottom line. The program was so successful that similar trainings were held in sister utilities in both the Southeastern and Northeastern U.S.


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Case #3

 Reversal of slipping revenues and margins - worldwide

Client

Technology Manufacturing Company - West Coast with Offices Worldwide

Problem

After dominating a market for several years, our clients found themselves faced with increased competition and extreme pressure to compete strictly on price. Margins were slipping, and revenue was stagnant.

Solution

After a thorough assessment and interview phase, we created a highly customized 90-Day Sales Negotiation Intensive program which included consulting, training, coaching and 24/7 support via phone & email. The essence of the program was to teach the sales force to professionally and articulately build value, to not give in to price demands, and to become masters at positioning themselves as the premier company in their industry.


We launched the program at the International Sales Meeting, starting with an overview and small workshop and followed by intensive hands-on coaching sessions. The hands-on work was done on actual customers in real time, and included customized planners designed for the particular situations faced by the sales force. We also conducted coaching for the managers to implement the concepts and skills installed during the sessions. The program was implemented in the US, South America, and Europe.

Results

To date, every division who has completed the process has made its numbers every quarter.


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Case #4

 Better negotiations with standards agencies in 70 countries
 saves $ millions

Client

High Tech Manufacturing Company

Problem

Our client distributes their high-end technical product lines in 70 plus countries worldwide. Many of the countries in which they distribute have their own departments of technical specifications regarding safety and acceptability. As you might expect, cultural issues entered into the negotiations, and to further complicate the situation, many of those countries have their own testing facilities which serve as profit centers.


The thrust of the project was to influence technical regulators in those countries to adopt as standard the technical specifications of our clients existing manufacturing standards, which were very high. This would eliminate the daunting prospect of manufacturing trying to satisfy different specifications for every country.


Elements standing in the way were the profit motive mentioned above, the issue of pride and resistance to perceived intrusion by Americans, and the fact that very important, highly sensitive negotiations were being conducted by technical professionals who had very little experience or training in negotiations.

Solution

After interviews and visits, during the research phase, we customized the “Street-Smart Negotiating for Technical Professionals” to fit the client’s situation. It was delivered personally in the US, Europe, and Asia. Follow-up sessions/review were conducted via e-learning on the web, with great success.

Results

Our client reports, that the negotiation conducted since the intervention have resulted in saving “tens of millions” of dollars, due to not having to manufacture to different sets of technical specifications. As an added benefit, the participants report that their relationships with the foreign regulators are at a new level of respect and communication.


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Case #5

 Improved morale, messaging, and margins for 1,000 person sales force

Client

Transportation Services Organization ($2.1B in annual revenues) - Mid West

Problem

A large transportation firm located in the Midwest needed help in finding a solution for decreasing margins caused by increasing competition. This problem was complicated by the fact that the sales force had never had to articulate value in what was once a regulated industry.


To secure business and increase sales volumes, the sales force of nearly 1,000 had begun to cut prices. These actions led to consistent gross revenues, but decreased margins.

Solution

Customized field sales teams training delivered via video by company executives

In response, Negotiation Resources created a highly customized version of its sales program, "Negotiating High-Profit Sales". The program was produced on video, utilizing company executives to demonstrate creative ways of handling the situations salespeople encountered in the field.


Using the video as the basis for discussion, Negotiation Resources conducted training for vice presidents who were then tasked to deliver the program to the sales force. To reinforce key messages and ensure consistent techniques were driven through the sales teams, the video was accompanied by an Instructor's Kit, participants' kits, exercises, and visuals.

Results

Results in the field were immediate. Not only did the executive team feel well prepared to deliver key messages to the organization, but margins increased and morale improved. Now, almost five years later, the company continues to utilize the program, which is regarded by the executive sponsor as "the best money ever spent on training."


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