The Interview

Kluster's Take

Josephine spoke with John Lorenc, Vice President Sales Operations at PointClickCare. He provides a fascinating discussion of upskilling reps from an Ops perspective.

John looks for simple metrics that tell the story. He believes that creating a process allows you to continually review data. Metrics are driven forward by weekly, monthly and quarterly performance reviews.

John explains how he holds people accountable for results. It’s key reps understand how you use metrics. When reps put in quality work, he works with them to improve performance. By putting good data in, they’re able to work out how to help.