Transforming sales performance system through harmonised execution.

Pickles

Behaviour, process, tech. Finally aligned.

Pickles recognised an opportunity to strengthen sales performance and customer engagement across multiple business divisions. While CRM technology was already in place, adoption was inconsistent, data quality varied and sales execution lacked a common framework to support proactive customer engagement.

The objective was not simply to optimise technology, but to create a more connected approach that aligned sales behaviours, performance management and CRM capability.

The Challenge

Sales performance was constrained by inconsistent behaviours and fragmented insights.

Teams engaged customers in different ways, making it difficult to create a consistent customer experience and replicate success across the organisation.

At the same time:

• CRM adoption varied between teams and individuals

• Customer insights were fragmented across systems and processes

• Managers had limited visibility to coach effectively

• High-value opportunities were not always prioritised consistently

• Performance reporting lacked clarity and actionable insights

While the organisation had capable people and the right technology foundations, the elements needed to support high-performance execution were not fully aligned.

Our Approach

Aligning sales behaviours, execution disciplines and technology.

Quadrivium worked with Pickles to integrate the Diamond Framework with CRM, creating a more structured and insight-led approach to sales execution.

Key initiatives included:

• Embedding the Diamond Framework as a consistent sales methodology

• Aligning CRM processes to the desired sales behaviours

• Redesigning CRM modules and workflows to support execution

• Implementing dashboards and performance measures to improve visibility

• Establishing coaching and reinforcement mechanisms for sales leaders

• Supporting adoption through capability development and change management

The focus was to create a system where performance, execution and technology reinforced one another rather than operating independently.

The Outcome

Stronger sales execution supported by better visibility and accountability.

Pickles established a more consistent approach to customer engagement, supported by aligned sales processes, clearer performance measures and optimised CRM capability.

The program delivered:

• More consistent sales behaviours across teams

• Improved CRM adoption and utilisation

• Better visibility of customer opportunities and priorities

• Stronger coaching and performance management capability

• More proactive and insight-led customer engagement

• Improved accountability through standardised reporting and KPIs

Most importantly, Pickles created a more connected sales performance system that enabled teams to engage customers more effectively, focus on higher-value opportunities and drive more consistent results.