Insights

Good discovery takes the guesswork out of sales and customer success work.  It lets a new buyer tell us exactly why they are talking to us and what might motivate a purchase.  It lets an existing customer tell us what could lead to an account expansion.  The best...

The heart of an authentic buyer journey lies in guided buyer discovery. The reality, however, is that good buyer discovery is a broken skill. Sales conversations should be about conducting GREAT buyer discovery. Ask the right questions, in the right order and you will...

CEOs and revenue leaders often ask me “What is the most important thing I can do to drive sales revenue more consistently?”  My response is always the same: train your sales team to start and end every sales conversation on buyer goals and payoffs.  If you stop...

The most important part of any sales meeting is the last ten minutes.  Many sales meetings overload on product discussions or demos and then end abruptly with “Good meeting, thanks for your time, I will email you next week to follow-up.”  The best sales meetings, in...

Customer Success, like Customer Service, sits in the post-sale phase of the buyer journey, but the two teams engage customers in very different ways.   Some companies make the mistake of blurring the lines of responsibility between Customer Service and Customer...

While they are all revenue-oriented teams, Sales, Marketing, and Customer Success each have their own personality and culture.  Sales is stereotypically “coin-operated,” focused on putting points on the board and earning more incentive comp.  Marketing is filled with...

The current B2B selling environment is information rich, but buying insight poor.  Potential buyers have access to almost unlimited amounts of information about vendors and their competitors from websites, peer review sites, and social media sites.  More information,...

In the current noisy, competitive market environment with very busy buyers, sales teams need to shift from a focus on individual sales transactions to a focus on continuously deepening and expanding value across a series of connected conversations.  The best tool to...

Content marketing, in all its many forms, plays a critical role these days in supporting purchasing decisions. However, despite increasing volumes of content being produced for use in sales, marketing and customer success, the great majority of content is missing the...

CEOs and revenue leaders often ask me “What is the most important thing I can do to drive sales revenue more consistently?”  My response is always the same:  “Train your sales team to start and end every sales conversation on buyer goals and payoffs.”  If you anchor...

People in sales and business know instinctively that trust is key to selling.  LinkedIn’s annual State of Sales report reinforces this with its survey data, calling the need for building trust building skills “an enduring trend.” In the 2018 report 49% of sales...

In the fall of 2019, I was on a video call with Christina Yu, Mursion's Vice President of Marketing, strategizing on how the marketing team could do more to support the company’s rapid sales growth.   In 2015 Mursion had started the market for immersive, virtual...

When AdmitHub was emerging as the premiere AI-based conversational messaging platform to help colleges with new student enrollments and higher student retention rates, most of its new prospect leads were inbound from director-level or manager-level staff in admissions...

The current selling environment is complex.  As Gartner has shown there are often 7+ buyers in the B2B sales process and vendors participate in less than 20% of the entire buying process. All of this means less opportunity for quality conversation and more potential...

Sellers do not close deals, buyers close deals.  The role of the seller is to guide the buyer to a close with the right questions - questions that surface a prospects’ pain and turn them into potential value.  This sales truth was impeccably documented1 by Neil...

The majority of sales meetings miss the mark for both the buyer and seller.   A few years back Forrester did research showing that 80% of executives do not find meetings with sales representatives valuable. Recent research from Xant (formerly InsideSales) on more than...

Sales teams make two big mistakes in their prospecting work.  First, in their messaging they rely too heavily on product pitching, content and attention grabbers that lead to an information blur and cause prospects to check out.   Second, in their outreach approach,...

Most sales and marketing teams spend too much time leading with their product and product functionality. Product pitching typically causes buyer disengagement. A few years back Forrester found that 80% of executives believe meetings with sellers are a waste of time...

​Deal Drift Most mid-stage deals are poorly qualified . Recent research from Xant (formerly InsideSales.com) on more than a quarter million sales deals shows that only 28% of closed deals are predicted accurately 90 days out, and the actual close amounts differ by 31%...

Cold Calling is Dead When the Internet, then email, then social media came along to transform the way people and businesses communicate, the “death of the sales representative” was widely and broadly predicted. Even Neil Rackham, creator of SPIN Selling asserted in...