Q&A with Erik Charles, Vice President and Solutions Evangelist at Xactly Corporation

Erik Charles, Vice President and Solutions Evangelist at Xactly Corporation is an accomplished professional with over two decades of experience in Marketing, Consulting, and Product Evangelization. Erik focuses on helping companies drive expansion and growth by better aligning positions, responsibilities, and incentives.

Erik serves as a subject matter expert in the area of Sales Performance Management to ensure that Xactly’s marketing, sales and product teams have the necessary strategic input for industry leading messaging, positioning, and future direction.

MEDIA 7: When did you start working and what was it?
ERIK CHARLES:
  In early 1980s, I wrote software on TRS-80 model II coded in BASIC to enable for computerized quotes for a life insurance agency. I was in middle school at the time, that was a contract work. My next job was at a software store back when software used to be bundled up into a cardboard box with inserted floppy disks and then it went on from there.

M7: You have an astounding experience of over two decades with industry pioneers like Apple, Sun Microsystems, Canon and recently Xactly Corporation. What has been the driving force behind your remarkable career?
EC: 
There are two things: as a marketer, I don’t believe in mistakes, I only believe in experiments and what we can learn from them, that has kept me moving forward. I keep on trying new things and seeing what works. I assume that just because it worked last week doesn’t mean it’s going to work tomorrow. So, I’ve never allowed myself to get into a rut. I have always been more than willing to find people who can provide excellent advice at critical moments, even on a specific direction. Finding someone that I can speak with, that can give me a few tips, tricks, hints, ideas, direction or path on moving on. So, I have never been afraid to ask just how could I do this better.


"Sales and marketing have to be best friends, they have to be fully aligned with each other, and they have to know what each other is doing at all times so they can partner. Companies that don’t do that cause themselves a lot of heartache."

M7: As the Vice President and Solutions Evangelist at Xactly Corporation, what are some of the challenges that you face and what has helped you in overcoming them?
EC:
The biggest challenge I face – it is a changing marketplace out there. As we know, from a pure marketing perspective, there’s plenty of data sources out there. 60-70% of the buyer’s journey occurs without ever talking to the sales organization which puts more pressure on the marketing team.

Over the course of this interview I’ve already received two inbound phone calls that are unmarked/unlicensed or I don’t have in my directory. I just reject them automatically, they go straight to voice mail, I later read the transcribed voicemail and decide if I want to talk to them. So, cold-calling is not necessarily dead but it does take more work. I wake up every morning and delete approximately 50 cold emails, oftentimes from people who haven’t done any research on what my company does. They’ll hunt my name and my company but they don’t even realize what we do. So, I flip that to my own role in supporting Xactly and make sure that our voice is heard in an appropriate fashion.

The biggest challenge that I work on the most is in the area of thought leadership in terms of not ‘the same old all over again’ but actually being able to talk about what is going on in any given industry/market. I provide that advice backwards and set up Xactly and myself as the thought leaders and experts in the space, so customers have someone to turn to, to know where you should be going next.


"From a pure marketing perspective, there’s plenty of data sources out there. 60-70% of the buyer’s journey occurs without ever talking to the sales organization which puts more pressure on the marketing team."

M7: You’ve been in leadership roles for both sales and marketing functions, how do you think this alliance has evolved over the years and how significant is it for upcoming organizations to align both the departments?
EC:
If you don’t have sales and marketing aligned, all you’re going to do is go through a revolving door of firing your CMO or firing your CRO every 18 or so months. Sales and marketing have to be best friends, they have to be fully aligned with each other, and they have to know what each other is doing at all times so they can partner. Companies that don’t do that cause themselves a lot of heartache. I believe that everybody should work in sales at some point in their lives. Even if it’s retail sales at the shopping mall, dealing with the general public, dealing with the challenges of a sales organization at minimum just doing ride-alongs with the sales organization to see what their life is like.

How on earth can you create a presentation deck for sales to use if you’ve never delivered it yourself or at least heard it being delivered in a customer or prospect facing situation. If you haven’t done that you get yourself into trouble very fast in my opinion. In smart organizations, the CMO and the CRO should be going out for coffee and cocktails whenever possible and talking about what’s working or not working in a non-threatening, not a senior staff offsite situation but more of a “Huh, we have this challenge how can we work together better?” But too often I’ve seen companies where marketing and sales are not in partnership. One of my advantages has been because I’ve been in sales, because I’ve carried a bag, because I’ve had a quota it has helped me significantly. So, when I’m talking to sales I can say, “Here’s a different way I might present this information, see if it works for you and if it does please let me know and we can share it out with the other members of the team”.

M7: You are a regular speaker at summits. Could you share some insights into being an industry thought leader?
EC:
Yeah, don’t sell your product, provide information. Provide interesting, current, actionable information that is backed by both data but entertained with anecdotes. You have to remember things like the Ebbinghaus curve which gets into the fact that within 20 minutes how much people have forgotten and within 2 weeks how much more they have forgotten. I want people to walk out of my sessions and if somebody asks, “What did you learn in there?”, they should be able to list off almost bulletized format, three to five total things that they learned that they’re going to take away and act upon. And if they do that two weeks later, if they didn’t write it down, they’re still left with three of them and they’ll actually be able to get value out of my talk. I work very hard so that when people walk out they don’t think they’ve been sold to.


"In smart organizations, the CMO and the CRO should be going out for coffee and cocktails whenever possible and talking about what’s working or not working."

M7: According to you, what are the key marketing areas that industries will need to focus on in the coming 5 years?
EC:
From a marketing perspective, one is to make sure you are adjusting your channels of communication to meet the next generation of employees. Millennials and the follow-on generation are taking over the workforce, and personally I welcome them. I think it’s magnificent, but note how they are communicating – people text as opposed to calling, they are using tools like Whatsapp to communicate. That is slowly shifting the communication medium and how people wish to absorb information on the business side as well. So, that’s going to be critical.

The other is people have gotten very good at detecting false narratives being used solely to sell product. People are looking to learn – constant learning is important for professionals but if you treat your outbound conversations also as constant learning people will respond positively. I had a customer at Xactly ask me, “Look, I’m a customer now, but can I still come to some of the talks and webinars and learn something?” And the answer is, “Of course!” That’s how they became a customer, they were interested in the education that we provided and that actually raised our profile as a company within the marketplace and it makes people want to do business with us.

M7: What have you learned from your experiences?
EC:
You’re going to stumble and fall a lot, mistakes will be made, mistakes will happen. You will butt heads with opposing personality and you’ll have to learn to work with people with a variety of different interaction, styles, and skills, introverts and extroverts, people that go on the attack very quickly, etc. Understanding the personal side of the professional world is very important. People can claim that they can turn it off, I don’t think that’s true, especially now that it’s a 24/7 world.

I do international business so it’s always work time someplace on the globe for someplace that my company does business and I just have to accept that. So at the same time, I need to be able to accept that for my employees and for the people I’m talking to. They do have a personal life; unfortunately, personal life is blended into their professional life. Recognize it, accept it, work around it.

ABOUT XACTLY CORPORATION

Xactly delivers a scalable, enterprise platform for planning and incenting sales organizations, including sales quota and territory planning, incentive compensation management, and predictive analytics. Using this powerful sales performance management (SPM) portfolio, customers mitigate risk, accelerate sales performance, and increase business agility. Combined with Xactly Insights™-- the industry’s only empirical big data platform, Xactly empowers companies with real-time compensation insights and benchmarking data that maximize the bottom line. With an open, standards-based architecture, Xactly seamlessly integrates within an enterprise’s existing infrastructure, with the ability to work with any ERP, CRM, or HCM application, while meeting the highest enterprise standards in security, reliability, and privacy.

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FORTREA SELECTS COGNIZANT AS ITS TECHNOLOGY TRANSFORMATION PROVIDER

PR Newswire | January 05, 2024

Cognizant and Fortrea, a leading global provider of clinical development and patient access solutions to the life sciences industry, today announced that Cognizant has been selected as Fortrea's strategic technology transformation provider. By partnering with Cognizant, Fortrea aims to continue advancing its mission and delivering solutions to its pharmaceutical, biotechnology and medical device customers – and to the patients those customers serve – within the confines of a sound and secure digital infrastructure. Over the four-year agreement, Cognizant is expected to transform Fortrea's global technology environment. Cognizant's approach to the project is expected to bring the speed and agility necessary for the deployment of the next generation hybrid cloud and platforms required for a new era of digital innovation for Fortrea. The state-of-the-art technologies and services are designed to empower Fortrea to transform into a "born digital" organization, enabling a seamless digital experience with agility and efficiency across many different touchpoints. In June 2023, Fortrea successfully completed its spin-off from its former parent company in a move designed to enhance its agility; capitalize on growth opportunities in phase I-IV clinical trials and patient access; and extend its leading positions in oncology, clinical pharmacology and partnership models. In 2024, Cognizant will play a fundamental role in the exit from Fortrea's Transition Service Agreements with its former parent company, facilitating a smooth switch and the establishment of the global Fortrea infrastructure, application management, and end-user services. Cognizant's strategic services are expected to elevate Fortrea's data and analytical capabilities with the goal of setting new standards in the CRO industry and driving modernization required to support Fortrea's global operations. Fortrea also expects to benefit from Cognizant's robust life sciences and healthcare technology experience to help address the evolving needs of its customers, including some of the industry's leading enterprises. "Today's announcement reflects Fortrea's renewed organizational agility following our spin-off," said Alejandro Martinez Galindo, Chief Information Officer of Fortrea. "We are selectively investing in clinical applications and platforms that give us and our customers an advantage in the race to bring life-changing treatments to patients faster. As we build the infrastructure that's essential to supporting these platforms and quickly delivering the insights our customers rely on, we have the opportunity to be 'born digital.' Our new modern ecosystem will be designed to speed decision making with innovation in clinical development. Cognizant's deep expertise will help make our vision a reality." "Cognizant is proud to partner with Fortrea as they leverage technology to build a world-class culture of excellence that benefits customers, patients, employees and shareholders," said Cognizant EVP, Software and Platform Engineering, Prasad Sankaran. "With our deep domain expertise in clinical trial platforms, medical administration automation and secure collaboration, we can help Fortrea fortify its position as an independent, best-in-class digital, global Contract Research Organization." "We're looking forward to bringing Cognizant expertise from across our service portfolio to support Fortrea's goal of providing a seamless digital experience for their customers. And we expect our work together will help Fortrea achieve a step-change from the legacy systems common across the industry, to a fully digital ecosystem leveraging the latest technology, which should result in better customer experiences and greater efficiency," said Cognizant EVP & President of the Americas, Surya Gummadi. About Cognizant Cognizant engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. About Fortrea Fortrea is a leading global provider of clinical development and patient access solutions to the life sciences industry. We partner with emerging and large biopharmaceutical, medical device and diagnostic companies to drive healthcare innovation that accelerates life changing therapies to patients in need. Fortrea provides phase I-IV clinical trial management, clinical pharmacology, differentiated technology-enabled trial solutions and post-approval services. Fortrea's solutions leverage three decades of experience spanning more than 20 therapeutic areas, a passion for scientific rigor, exceptional insights and a strong investigator site network. Our talented and diverse team of about 19,000 people working in more than 90 countries is scaled to deliver focused and agile solutions to customers globally.

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Performance Validation Joins ValGenesis Partner Program as Service Partner for the U.S. Market

PR Newswire | January 24, 2024

ValGenesis Inc., the market leader in enterprise validation lifecycle management systems (VLMS), and Performance Validation, Inc. a 100% employee-owned company serving the life sciences industry since 1988, have partnered to deliver unique compliance-focused digital validation solutions for life sciences companies in the US. Performance Validation is an industry leader with over 30 years of experience in analyzing, identifying, and testing the most critical elements of the manufacturing process for FDA-regulated industries. The company provides environmental mapping, commissioning, qualification, computer system validation, and quality system consulting services. ValGenesis is the industry innovator of digitized validation. The company's platform, which includes its flagship VLMS offering, is used in over 100,000 GMP systems worldwide, helping life sciences companies advance their digital transformation strategy, enforce compliance, and enable standardization with 100% digital, risk-based validation software. In this partnership, Performance Validation will implement and manage next-generation digital validation tools developed by ValGenesis, including ValGenesis VLMS and VLMS Express, a simplified cloud-based digital validation solution for startups and midsized companies. ValGenesis and Performance Validation are providing an integrated governance approach to further strengthen risk and compliance across their customers' manufacturing processes. "We are excited to partner with Performance Validation. Their extensive experience and our industry benchmarked digital validation platform can help life sciences companies implement their digitization plans efficiently according to Industry 4.0 standards," says Bo Olsen, ValGenesis' SVP of Partners. "By establishing a clear strategy that addresses their risk and compliance implications upfront, we can assure them of true business transformation." "Performance Validation is thrilled to embark on this collaborative journey with ValGenesis, leveraging our extensive experience and knowledge of digital validation solutions. It's a powerful combination – our hands-on validation experience and their innovative digital tools. For our clients in the life sciences, this means more efficient, streamlined, and compliant solutions. We're not just adapting to Pharma 4.0; we're helping our clients lead the way in digital transformation," says Brad Henry, Vice President of Service Lines at Performance Validation. ABOUT PERFORMANCE VALIDATION Performance Validation (PV) is a global validation partner for pharmaceutical and medical device manufacturers. Headquartered in Indianapolis, IN, we specialize in turning compressed timelines into compliant ones using innovative, adaptive approaches that balance production realities with strict regulatory requirements. Our best-in-class, cGMP-compliant services cover diverse needs from fully managed CQV to on-demand temperature mapping, smoke studies, software assurance, and more. With a dedicated team consisting of more than 95% engineers, we work closely with regulators and equipment suppliers to keep validation ahead of production curves and keep quality moving forward. ABOUT VALGENESIS ValGenesis, Inc. is the creator of an innovative software platform that serves as a foundation for managing compliance-based validation activities in life sciences companies. ValGenesis, Inc. is the provider of the first enterprise application that manages the corporate validation lifecycle process. This solution is fully compliant with U.S. FDA 21 CFR Part 11 and Annex 11 requirements. As the first fully paperless solution for electronic management of validation execution and approval, ValGenesis was selected by an industry peer review committee to receive the Parenteral Drug Association (PDA) New Innovative Technology Award in 2005.

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Xactly delivers a scalable, enterprise platform for planning and incenting sales organizations, including sales quota and territory planning, incentive compensation management, and predictive analytics. Using this powerful sales performance management (SPM) portfolio, customers mitigate risk, accele...

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