Create Customers | Keep Customers

Business leaders seek growth and profitability, and control of their sales and operational processes and outcomes. Control and even predictability are achievable by simplifying processes and defining work habits that help employees clearly understand their version of “how.”

Beyond job-oriented capabilities, employees need clarity on how they contribute to all customer building processes. That clarity generates:

  • Understanding and repeatability,
  • Effective customer-facing behaviors, and
  • Integrated work activities that create pipeline predictability.

These attributes are leveraged even further in a positive company culture.

Customer Building Playbooks

Playbooks Improve Growth, Profitability … and Control

The “heavy lifting” is done. So, it’s affordable and happens fast.

We customize Selling and Serving Playbooks to fully align to your company.


Playbooks support all employees companywide, regardless of their seniority, experience level, or job description.

Playbooks are:

  1. Custom-tailored. Some Playbooks reflect a smaller company’s entrepreneurial needs; others require more customization.
  2. Visual Roadmaps. To accelerate comprehension, Playbooks are highly graphical roadmaps of company processes, best practices, and “customer-centric” responsibilities.
  3. Simple. With true clarity on HOW to accomplish job responsibilities, individual and team performance are improved.
  4. Training Toolboxes. We train-the-trainer and key personnel using scenario-based and role-playing that improves capabilities and performance outcomes for current and future employees.

Playbooks help your employees to ATTRACT and RETAIN more customers.

EVERYBODY sells and serves the customer … in some manner.


Improve Revenue and Profitability

PLAYBOOKS are NOT generic training manuals. They are customized roadmaps.

They are a collection of best practices, simple and therefore repeatable processes, “now I understand” roadmaps, and practical tools that shape specific employee activities—”the Plays.”

When “the Plays” are well-accomplished by ALL employees—in ALL roles and responsibilities inside the company—the company is successful. EVERYBODY is then Selling and Serving their customers.

Playbooks aren’t the typical training binder at a seminar that only a few employees attend and where 90 days later most content is forgotten. They aren’t generic training manuals applicable to all industries.

PLAYBOOKS frame a custom-tailored, companywide commitment to excellence, to optimize customer creation, customer engagement, customer care, and customer retention.

Playbooks make your business outcomes more consistent and predictable.

Playbooks improve SELLING and SERVING capabilities and your company’s financial metrics. Let’s build one together.

Client Testimonials

“The Marsden Sales Playbook (MSP) principles have become a centralized standard for our sales leadership team and the entire sales force. We went from an 8.4% organic sales number to 10.3 by the end of year 1. In 2017, we are on pace to hit and organic sales number that is even higher than what we achieved last year. Better defined and documented processes, tactics, and strategies with the MSP has proven to be a worthwhile investment for which we are already receiving a solid R.O.I.”

Richard M. Catchman, Chief Sales Officer
Marsden Services LLC

“GAPWORX … used their extensive professional experience and a variety of tools … to lay out a marketing strategy and a Roadmap for us to move forward. One of the most enlightening activities was the visioning exercise, where its collaborative nature helped us to see the direction we wanted to take our company in the future, and gain insights from multiple perspectives … and as a result we’re a better company today.”

Small Commercial Subcontractor
Senior Executive

“The CX Audit feedback from GAPWORX was valuable and eye-opening. We have declared 2016 as the Year to Optimize Customer Experience.”

Mike Fafinski, President
SYAND Corporation

“We have brought Mark in on several occasions to write marketing materials for our business proposals … (which) led into his company performing a branding and marketing strategic analysis. Mark has excellent visioning and communication skills which made it easy for our company to understand the marketing direction we needed. “

Iowa-based Architectural Firm

“Starting a new business is a challenging venture. (You) helped us to … make our first year extremely successful. From strategic insights about the marketplace and the leadership of a joint venture initiative, to the development of our brand identity and marketing tools, your support has been and continues to grow our business. “

Design-Build General Contractor

Improving Financial Outcomes

SELLING and SERVING is about taking care of customers. It is accomplished with knowledge, capabilities, processes, and specific behaviors. We can help make your business outcomes more consistent and predictable.

Contact Us Today