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Our Favorite Sales Training Software Features
As a sales manager, director, or founder, it’s your job to give your sales team the tools they need to be successful. No pressure, right? But the truth is, without effective sales training processes and techniques in place, you’re basically playing a big game of telephone with your values and strategies. What you taught to your first hires might get passed on correctly… or it might not. Yikes!
Gone are the days when a training program was as simple as handing out a sales playbook, having a few training sessions, and sitting in on a few calls. We understand that the sales profession looks much, much different than it did 20 or even 5 years ago. Today’s sellers are dealing with the high expectations of buyers, decision-by-committee, disruptive technology, mergers and acquisitions, product innovations… and so much more.
However, as a proud member of the SaaS world, we know that with the right sales training ideas and resources, you’ll l be able to share all of your knowledge, experience, tricks, and sales strategies into an easily digestible format for new hires. In fact, truly effective SaaS training requires a much greater investment of resources and time. That’s why we’re big fans of sales training software.
What Is Sales Training Software?
Sales training can come in different learning formats, such as on-site sessions, eLearning, or online courses. These approaches can be enhanced with sales training software that provides on-demand access to engaging content, such as video-based presentations and interactive quizzes. In today’s economy, buyers are more educated and markets are more diverse. It’s key that sales reps understand not only what they sell, but how and to whom they sell it. In fact, firms that use technology effectively are 57% more effective at sales training and development than ineffective technology users, according to the Sales Management Association.
Must-Have Features to Look for in Your Sales Training Software
Selecting the right online sales training software can revamp the performance of your sales reps for the better—and your business in general. But with several types of sales training programs and software solutions out there, how do you prioritize what’s essential and decide what features to look for in the right sales training software? Here are some features that we feel are non-negotiable when it comes to great sales training software.
- A user-friendly interface: It’s important to find a single platform that covers all the bases or easily integrates with other solutions for a great user experience. Make sure to look for a platform that makes it easy for trainers and managers to create, update, and share training content. Then, make sure it’s just as user-friendly for your sales reps to complete and search for training.
- An onboarding component designed for results: Let’s face it. Onboarding is important for every company to nail. In fact, 69% of employees are more likely to stay with a company for three years if they experience great onboarding. Look for a solution that pushes out onboarding training on an automatic basis and makes it easier to deliver onboarding for a longer period of time.
- The ability to practice and perfect: Learning new skills and information is one thing. But, being able to apply new knowledge and skills is a whole new level of sales training success. That’s why we think every great sales training program should include the opportunity to practice and hone new skills within your training platform. This helps ensure your reps grasp what they are learning and allows you to provide efficiency coaching and feedback.
- Custom learning and certification solutions: If you’re looking to create a culture of learning within your sales organization, it’s also important to give your reps the chance to learn and grow on their own time. A great sales training platform makes it easy to create custom training paths that address training needs and gaps. Additionally, you may want to have your reps become certified in a certain topic or skill within the same solution.
- Tracking and measurement tools: Measuring training is hard. The good news is that a great sales training system brings training data into easy-to-use dashboards that help teams visualize how their sales training program is doing. In fact, the most effective sales training techniques include ongoing iterations and improvements to their training program over time.
Sales team software matters. And while there are plenty of solutions out there, they aren’t all created equally. That’s why it’s important to make a list of your wants and needs when it comes to choosing the right sales training solution partner. You can also take a look at sales training software comparisons and read unbiased reviews from other companies who use certain training software.
Do Better Work with Lessonly’s Sales Training Software
When reps practice everything from first calls and product demos and receive helpful coaching and feedback they thrive when it’s game time. See how our sales teams across the globe use Lessonly’s sales training software to decrease ramp time, hone essential skills, and close more deals. Check out this quick preview.
The post Our Favorite Sales Training Software Features appeared first on Lessonly.
Startups reinventing insurance
At The Family, we believe ambition can be taught. That’s why we organize many events in order to educate our community and help the next generation of ambitious founders to build giant tech companies here in Europe.
One of our recent events was about one specific industry: insurance. We gathered experts and entrepreneurs to give you insights about ongoing industry trends, examples of growing startups, and ways to identify new opportunities. We were delighted to have with us Rob Moffat (Partner at Balderton), Hugo Saias (CEO at Coverd), Léa Joussaume (Head of Marketing at Luko) & Mihaela Albu (Growth & Sales Strategy at Alan).
https://medium.com/media/13b315b684da941b5856db9a4cd4e28e/hrefHow big is the insurance market? Multi-trillion dollars — in other words, gigantic :)
Still, insurance feels pretty dusty, without much innovation happening, even though it’s an industry where data and software can bring real change. Success in insurance is about great underwriting, low-cost operations and effective distribution — which can all be improved using digital technology.
It’s not controversial to say that insurance companies don’t have strong customer relationships. People don’t really like insurers, they feel like they receive little value compared to the money they pay. In the startup world, that creates tremendous opportunities for new actors. It’s completely possible to provide a product that’s much better than that offered by current players, even at scale.
Still, it’s not easy to enter the insurance market (if it was, everyone would do it ;). And that’s the main reason for the relative lack of change. The big challenges are:
- Mastering the jargon. There’s a ton of vocabulary in the field: MGA, loss ratio, solvency 2…
- Regulation. You can’t just insure people, you need to get accredited.
- Capacity. Insurance requires a big balance sheet, meaning you need a lot of capital to start. You can either do as Alan did and go after substantial pre-product fundraising to get your licence, or you can partner with existing insurers, which allows you to get going with relatively little capital. The best partners are often the big reinsurers, but they’re also the ones who are likely to be slow and inflexible.
- Historic claim data. How do you price your insurance? With data. How do you get access to historic data? By partnering with insurers… except they want to keep it a secret, not sharing it with anyone.
You can, however, bypass some of these challenges. For example, Luko didn’t have any capital. And in home insurance, you need 20M euros sitting in a bank account to go along with your licence (an accreditation or white label). Luko decided to be an MGA, partnering with a big insurer and being authorized for underwriting thanks to that partner’s licence. It becomes a question of strategy, a decision you need to make between accreditation and growth.
For historic data, there’s also a way to fill the gap:
- Get access to open-source data
- Pay insurers for their data
- Scrape challengers’ websites
- Ask your customers questions during the onboarding process and create your own rich dataset. At Luko, 100% of their insurance is sold on the website, helping them to centralize the data. Clients have to precisely locate their houses on a map, giving Luko the ability to calculate the size of the roof, the pool, the risk due to proximity to a river, etc.
It’s definitely hard, but the rewards can be huge. Successful international companies such as Lemonade, ZhongAn, and Zego are proof of that.
So what are the three main options when building an insurance company?
B2C Insurance (Luko, Coverd) 😎
For individuals, signing up for insurance can be either optional or required.
When selling optional insurance like Coverd (mobile phone insurance), the first step is to make people know & love your brand. Explain to your audience why your product is worth it. Give them data on accidents, give them proof that it’s a good idea.
Right now, for example, Coverd is testing the resistance of all the smartphones they cover, filming everything so that the consumer understands from day one why they should purchase this kind of insurance.
Little things make the difference. To build an insurance brand, you don’t want people to see you as a financial product. Give them more for their money, go the extra-mile and send them things to help cover them against risks.
And more than anything, go all in on NPS. Stay focused on your claimants. The more claims you handle the right way, the more your brand will resonate.
On the other hand, when a customer buys home insurance, the first reason for doing so is because it’s mandatory. In this case, people usually see insurance more as an obligation than a value. Therefore they choose based on price/coverage and UX (when you have a problem you either want the experience to be super reassuring or to get more money than you expected).
But even when insurance is mandatory, if you want people to buy your insurance, you need to go above and beyond the contract.
That’s important because people also don’t like insurance because it’s linked to bad moments in your life. They aren’t really interested in it, it’s hard to get positive engagement. That’s why you need to offer them more. At Luko for example, they use:
Prevention
They help to monitor your home thanks to IoT before any catastrophe (fire, flood…) happens. People want their house to be safe above all else.
New services
Today, a home insurer will basically speak to the customer only once in ten years. There’s practically zero contact. Find new services to create regular touchpoints in their daily lives (spare keys with Luckey, repair services for things at home, instant & direct money with Lydia).
Trust
30% of premiums goes to the service (tech, support..) and the rest to claims. If there’s anything left over, the money goes to a charity of your choice. So basically, if you defraud Luko, you’re actually defrauding charities.
You can get engagement and customer love. Positive word of mouth will provide strong, organic growth. Luko uses 2–3x less money on ads & acquisition than the rest of the market because of this strategy.
B2B Insurance (Alan) 🤠
Even though Alan now has a new positioning as a healthcare company rather than as an insurance company, they started on the insurance market because insurance stands at the center of the healthcare system, at the intersection of different flows of data & revenue.
The main difference compared to the B2C side of things is that in B2B, getting a licence is usually better. As you are selling big contracts to companies, hacking your way in is more complicated. But after that, the value you need to build is quite similar to that of Luko or Coverd, going beyond simple coverage.
At Alan, they focus a lot on a fluid, mobile-first product. By simplifying the offer, they can easily move on to other value drivers. Sales matter a lot for a B2B insurer, but you need to pay attention to what you sell and the long-term value you want to bring — having this smart, soft sales approach will differentiate you from the competition.
B2B Tools for Insurers (Shift Technology) 🤓
Insurers are big. And the bigger you are, the bigger your pain points are. Shift Technology understood that really well, and targeted two of them: Fraud detection & claim automation. Fraud is a universal issue insurers have to deal with. And the more you automate claims, the more data you have on fraudsters. Even though regulations prevent Shift from sharing data regarding fraud, that too can become an advantage: using Shift gives you the benefit of their collective knowledge; if you don’t use Shift, fraudsters can target you.
The market is big, and new actors can enter without necessarily being insurers. With 300 employees and 100M+ euros raised, Shift is the perfect proof of that. Starting small, with no data or capital, is challenging but not impossible, so long as you can build the right demo and find someone willing to take a risk and trust you. If the client likes it, then you build and try to scale the solution.
These are usually really long sales cycles, so it’s best to be patient, humble and ask for feedback, even during sales meetings. This creates engagement and an increased desire to work with you. That’s how you can prioritize your feature development even when you don’t have any clients yet.
The insurance industry has become accessible
Technology is changing everything, even in this market that has always had high barriers to entry. You can finally hack your way in, build customer love, sell differently… Customers are ready for new solutions, insurers are ready for new partners, and everyone sees the UX gap when compared to everything that is happening in the tech sphere. The market is huge, it just takes a bold & smart strategy, great execution, and a bit of luck :)
https://medium.com/media/6cbec121f01221796e808b1b00a5df96/hrefWanna join The Family? Apply on our website.
Join our Meetup Group to never miss an event.
Subscribe to our podcast (Apple, Spotify… You can find all the links to your favorite platform on Anchor)
LOVE 💜
PS: Thank you Kyle for your precious help, you rock as always :)
Startups reinventing insurance 🔮 was originally published in Welcome to The Family on Medium, where people are continuing the conversation by highlighting and responding to this story.
Spotify : des sondages dans les podcasts pour améliorer l’interactivité
TikTok prend des mesures contre les publicités de régime « nocives »
Auchan Retail déploie la reconnaissance automatique des produits en rayon
Pour gagner en productivité, les enseignes alimentaires sont des plus en plus nombreuses à vouloir automatiser certains process, en particulier le merchandising. L’objectif est d'apporter aux détaillants une vision claire de la sortie de rayon par rapport à la rupture de stock mais pas seulement, comme le montre l'exemple d'Auchan Retail au Portugal.
En février dernier, la licorne Trax implantée à Singapour et cofondée par Joel Bar-El et Dror Felheim rachetait la start-up Qopius créée à Paris par Roy Moussa et Antonin Bertin. Depuis les entreprises qui développent toutes les deux une plateforme intelligente avec reconnaissance d’images pour aider les distributeurs à optimiser leur merchandising en magasin, ont enrichi leurs offres et signé de nouveaux contrats. Le . . .
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Pour soutenir ses lecteurs pendant cette période compliquée et les aider à rebondir après la crise, Les Clés du Digital ont conçu une offre spéciale Rebondir : seulement 1 euro TTC le premier mois, ensuite 25 € TTC par mois, sans engagement. J'en profite !
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L’article Auchan Retail déploie la reconnaissance automatique des produits en rayon est apparu en premier sur Les Clés Du Digital.
Switch collective : * Outplacement en ligne ( le soir ou le midi)
Une aventure collective de 8 semaines pour aider à passer de la réflexion à l’action : programme de mails quotidiens avec des vidéos de conférences pour avancer dans sa démarche, une soirée par semaine tous ensemble en visio-conférence pour débriefer les exercices, répondre aux questions et aller un cran plus loin en petits groupes. Le tout est animé par un membre de la Switch Team qui veillera à répondre à toutes les questions !
- Vous ne vous reconnaissez plus dans votre job et vous avez envie d'en changer mais vous ne savez pas par où commencer,
- Vous voulez redonner du sens à ce que vous faites mais vous n'avez pas encore de projet précis,
- Vous avez du mal à vous lancer dans ce processus de changement, vous n'arrivez pas à trouver du temps pour vous poser ?
UN PROGRAMME DE MAILS QUOTIDIENS *******A compter du 3 avril******
Tous les jours, un mail avec des vidéos de conférences ou d'ateliers pour nourrir la réflexion et des exercices à faire pour avancer concrètement dans la démarche.
UNE SOIRÉE / SEMAINE *******A compter du 11 avril******
Ensuite, on se retrouve une soirée par semaine (le mardi ou le mercredi selon la session choisie), tous ensemble en visio-conférence, pour débriefer les exercices de la semaine passée, répondre à toutes les questions et aller un cran plus loin par petits groupes.
L' ACCÈS À LA SWITCH FAMILY ... À VIE !
À la fin du programme, intégration dans la Switch Family, le réseau de tous les Alumni du programme "Fais Le Bilan, Calmement". Plus de 300 personnes, tous métiers et secteurs confondus, qui sont eux aussi en train de switcher et avec qui il est possible d'échanger, de s'associer par thématiques de réflexion (l'Éducation, l'Entrepreneuriat, l'Environnement, ...)
Et bien sûr, toujours du contenu, des vidéos, des articles toutes les semaines pour nourrir son switch et rester motivé.
C'EST QUAND LES PROCHAINS DÉPARTS de ce programme 100% online?
3 avril 2020 (séances le soir)
Ce format online est spécialement conçu pour les Mineurs en région ou à l’étranger. Il est aussi particulièrement adapté à tous les actifs qui ont peu de temps et doivent être efficaces dans leur changement d’orientation.
Inscrivez-vous directement sur le site : https://www.switchcollective.com/fais-le-bilan-formule-online#prochainsdepartsFLBonline
Pour bénéficier du tarif négocié pour Intermines Carrières, allez tout en bas et ajoutez le code promo : SWITCHMINES avant de valider votre panier.
Zesture — Control your music, movies and slides with hand gestures
“
👋 Hey everyone!
Touchless technology is the future (especially after the Covid-19 pandemic).
Introducing 👋 Zesture, a Mac/Windows app that lets you control your favourite media, entertainment and presentation applications using hand gestures.
💻 Supported Apps
- Music: Spotify, Apple Music, Amazon Music
- Video: VLC Media Player
- Presentation: Microsoft Powerpoint and Keynote
🌐 Supported Websites (needs Zesture Helper chrome extension as well)
- Music: Spotify (Web Player), YouTube Music, Amazon Music (Web Player) and Deezer
- Video: YouTube and Netflix
✌️ Supported Actions:
- Play/Pause
- Next/Previous Track
- Enter/Exit Fullscreen
- Forward/Rewind
- Mute/Unmute
- Volume Up/Down
🤩 Highlights:
- Control media in the background while you are checking your emails or doing some other work
- Control your screen from a distance
- Groove to your favourite music while cooking without the fear of your screen getting dirty
- Enjoy exercising while listening to music or watching videos
- Control your Presentation staying away from your laptop
- No extra hardware needed
⬇️ Download it now to get a 7-day free trial (no credit card required).
🔒 Privacy: Using your webcam is totally secure. Gesture recognition is done locally on your computer and hence we don't record, save or send any images or videos at all. Your camera is turned off automatically after a certain period of inactivity (configurable via the app).
🙏 We’d love to get your feedback and look forward to answering any questions!
”
– Krsna
Timeline Manager — Hide Facebook posts you don't want to see.
“
Hey hunters, creator of Timeline Manager here! I made this little Windows program because conventional adblockers were just not up to task of removing unwanted posts, not just ads from my Facebook profile. I would spend way too much time arguing with people who can’t be reasoned with, which was detrimental to my wellbeing. Simply put, it is exhausting both physically and mentally.
Timeline Manager has a simple but effective keyword-based filtering. It will collapse the posts that contain the keywords you set. If your curiosity ever gets the better of you, simply expand the hidden post and have at it:) To some extent, it will also recognize keywords inside images, but that feature is still being improved and developed further.
2020 is proving to be a very turbulent year and I hope Timeline Manager can make our online social spaces a little bit friendlier and less polluted with malicious influencers and otherwise toxic people.
”
– Robert Williams
Live Captions for calls coming to all Pixel devices w/ 4a launch
While the Google Pixel 4a is the headline star, there are some more notable software additions that have also come to the fore — the latest being Live Captions in audio and video calls for Pixel devices.
The post Live Captions for calls coming to all Pixel devices w/ 4a launch appeared first on 9to5Google.
Drift Prospector — Connect with more buyers, faster
“
David and the team are back at it again. But this time it looks like it’s a product for...Sales?! Drift Prospector does all of the heavy lifting for sales teams prospecting into target accounts by centralizing all account and contact data in one place for reps to easily take action on. And it wouldn’t be Drift if you weren’t able to engage in a real-time conversation with their shiny new desktop app.
”
– Hiten Shah
Comment Hubware accompagne les entreprises en pleine croissance
Gérer l’expérience client d’une entreprise en pleine croissance n’est pas chose facile : les conseillers doivent répondre vite et bien, tout en gardant une proximité avec les clients. C’est là que nous intervenons !
Dans cet article, vous découvrirez comment nous accompagnons nos clients et leurs opérations pour les aider à atteindre leurs objectifs de qualité et de délai de réponse.
Notre spécialité, l’Assistance
L’Assistant Professionnel de Hubware permet de soulager un service client en automatisant certaines tâches répétitives et pénibles, que les conseillères et conseillers exécutent chaque jour.
L’Assistant est une brique logicielle qui accompagne le conseiller à plusieurs niveaux :
- reconnaître le client
- comprendre sa demande
- identifier les bonnes procédures et décisions à prendre
- pour enfin formuler la réponse la plus adaptée
Certaines réponses sur des catégories de demandes récurrentes : « Comment modifier mes coordonnées ? », « Où est mon colis ? » peuvent être totalement ou partiellement automatisées.
Depuis toujours, ce sont les besoins de nos clients qui nous aident à affiner notre produit. Notre mission ne s’arrête pas aux suggestions de l’Assistant.
Qu’il s’agisse de l’optimisation de leurs réponses-types et des éléments variables qui y sont associés, de la restructuration des processus de livraison ou de retour, de l’amélioration des procédures de formation des nouveaux conseillers ou encore de l’analyse de la satisfaction client, nous adaptons notre suivi pour que notre Assistant soit le plus performant pour chaque service.
Le besoin de nos clients
En théorie, le service client fonctionne sur des cas bien identifiés, avec des procédures et des réponses établies à l’avance.
En réalité, les questions ne sont jamais aussi simples, les conseillers s’adaptent et modifient les modèles de réponse.
Cette situation gagne encore en complexité lorsqu’on introduit le détail d’une procédure, qui dépend du contexte de la demande.
Pour démarrer un projet, Hubware aide d’abord ses clients à y voir plus clair dans leurs emails et analyser finement les questions-type et les variantes des modèles de réponse.
Exploration des réponses
Afin de gagner du temps et de conserver le même ton d’une réponse à l’autre, un service client peut utiliser des contenus pré-écrits (sur Zendesk, des macros), rangés dans une collection mise à la disposition du service.
Mais nous constatons parfois que les modèles de réponse ne sont pas utilisées, d’après les statistiques du logiciel de relation client. Pourtant, dans les réponses envoyées, des formulations récurrentes sont bel et bien présentes.
En réalité ces modèles de réponse proviennent de collections personnelles, propres à chaque conseiller, insérées par copier-coller depuis un éditeur de texte.
Il est vrai que ces méthodes offrent aux conseillers la liberté de rédiger leurs propres réponses et de maintenir une relation personnalisée avec le client. En revanche, en plus d’être chronophage, cela rend hétérogènes les réponses envoyées et donc difficile tout processus d’automatisation.
Constitution des macros
Grâce à nos outils d’analyse du langage, nous pouvons extraire, parmi l’ensemble des réponses de nos clients, les plus représentatives du vocabulaire du service. Notre expérience du domaine du e-commerce nous permet de sélectionner les plus pertinentes pour chaque catégorie de demande.
Nous validons ensuite cette proposition avec les experts métier de l’entreprise, à partir de deux supports :
- Un deck de présentation leur permettant de diffuser et d’analyser nos propositions de macros avec leur équipe (i.e. présentation des catégories de demandes fréquentes, propositions de macros à insérer dans Zendesk, indication et définition de chaque contenu variable permettant de personnaliser la réponse).
- Un tableau de données, reprenant ces mêmes modèles de réponses, dans un format récapitulant leurs catégories associées, leur titre, leurs contextes d’application, permettant une inclusion plus facile dans Zendesk.
Après validation de cet ensemble de macros, nous accompagnons nos clients sur la traduction en anglais de celles-ci. Nous préparons également leurs macros en prévision de la personnalisation automatique des réponses à partir de données récupérées depuis leur système d’information, ainsi qu’avec une signature personnalisée à chaque conseiller.
Configuration de l’Assistant Professionnel
Très rapidement, les conseillers s’adaptent et prennent en main cette nouvelle manière de travailler : répondre au client en utilisant les macros que nous avons définies ensemble, alors disponibles sur Zendesk.
Durant un mois, nous enregistrons l’activité du service client afin de créer le jeu d’entraînement de notre modèle d’intelligence artificielle. En parallèle, nous fournissons des rapports hebdomadaires de cette utilisation afin d’aider les managers à sensibiliser leur équipe sur l’importance de ce nouveau processus.
Une fois installé, notre Assistant fournit des informations utiles aux conseillers au sein même de leur interface habituelle. Il opère généralement en deux étapes : premièrement, la classification du message entrant. Nous commençons alors par détecter les catégories de demandes des plus fréquemment reçues, telles que « Où est mon colis ? », « Où en est mon remboursement ? », « Mon colis est incomplet », etc.
Cette catégorisation nous permet ensuite de suggérer les macros les plus adaptées à la demande du client, voire de pré-remplir le champ de réponse du conseiller ! Lors de la première itération du processus, on obtient une suggestion dans environ 50% des cas, permettant typiquement d’économiser entre 15 et 25% du temps d’un conseiller.
Tableau de bord
Tous les utilisateurs ont accès à un espace depuis lequel il est possible de suivre et de superviser l’Assistant. En effet, nos Assistants s’accompagnent d’un tableau de bord dans lequel chaque utilisateur dispose d’un espace personnel. Cette interface donne accès à plusieurs vues permettant de connaître l’activité de l’Assistant et son impact sur le service client.
On y retrouve, par exemple, le taux de messages clients couverts par l’Assistant, l’estimation du temps gagné par les conseillers et le client final, les performances globales de l’Assistant, par catégorie de question et par conseiller, etc.
Et ensuite ?
Mise à jour du modèle prédictif
En moyenne, nous mettons à jour le système de catégorisation de notre Assistant deux fois par an, afin de l’adapter à l’évolution des problématiques gérées par l’entreprise, et l’évolution du vocabulaire des clients.
Ces mises à jour sont plus fréquentes pendant les premiers mois suivant l’installation de l’Assistant, le temps de couvrir l’ensemble des catégories utiles aux suggestions, et de clarifier les processus métier du service.
Ainsi, lorsque cette mise à jour sera activée dans l’Assistant, ce dernier couvrira davantage de messages provenant de demandes plus diverses (« produit endommagé », « annulation de commande », « problème avec la carte cadeau », etc).
Nous espérons, à terme, assister le conseiller dans 70 % des cas et lui faire gagner entre 30 et 35 % de son temps.
L’accès à un autre type de données
Nous avons également pour objectif, dans un second temps, de déployer une Assistance plus étendue au service client. Nous travaillons avec nos clients pour ouvrir un accès au système d’information de l’entreprise.
L’Assistant pourra ainsi accéder à un tout autre type de données. Des informations concernant la gestion des commandes des clients, des paiements, des stocks, des suivis des livraison, etc. qui pourront être mises à disposition des conseillers automatiquement !
L’ouverture du système d’information permet aux spécificités du service client d’être maintenues. Cela nous permet d’affiner nos suggestions, selon les données nouvellement récupérées et les règles métier, et de proposer les réponses les plus pertinentes en bout de chaîne.
Catégorisation et routage des emails non-répondus
Au sein d’un même service client, les conseillers se répartissent la prise en charge des tickets en fonction de leur thématique. Cette division ne s’effectue pas nécessairement selon les mêmes lignes que la catégorisation des tickets sur laquelle notre Assistant s’appuie pour suggérer une réponse.
Cette thématique est incluse manuellement par les conseillers dans des champs annexes associés aux tickets Zendesk : la distribution des tickets entre membres de l’équipe constitue une tâche supplémentaire à réaliser !
Nous avons donc développé le projet de prédire cette thématique, afin de router directement les tickets Zendesk/Salesforce vers les conseillers les plus aptes à y répondre, économisant ainsi la saisie manuelle habituellement effectuée.
Visualiser ce routage sur le tableau de bord permettrait également au service client d’avoir une vue d’ensemble des messages arrivés, par exemple, durant le week-end, permettant de réagir plus rapidement en cas d’imprévu.
En bref
Comme nous venons de le présenter, il existe de nombreux leviers pour rendre un service client encore meilleur !
Nous employons toute notre expertise pour faire gagner du temps et de l’énergie aux conseillers, que ce soit en optimisant leur collection de contenus prédéfinis, en leur permettant d’utiliser au mieux leur plateforme Zendesk/Salesforce, en leur donnant les capacités d’observer et de piloter leur activité, et enfin en étant à l’écoute de leurs besoins.
Nous sommes très heureux de travailler avec nos clients et impatients de leur proposer la meilleure assistance possible !
Comment Hubware accompagne les entreprises en pleine croissance was originally published in Blog d'Hubware sur l'Assistance Professionnelle on Medium, where people are continuing the conversation by highlighting and responding to this story.
Un seul compte WhatsApp pour plusieurs appareils, c’est (enfin) possible
The Business Case for AI for Marketing
The adoption curve for AI-based marketing is slow. Here's how to accelerate adoption at your company.
The post The Business Case for AI for Marketing appeared first on MarketMuse.
What to Watch for in Congress' Big Tech CEO Hearing
The Facebook and Amazon Documents That Captivated the Hearing
How Sales Engineers Have Become The Sales World's Secret Weapon
This week, Jim Benton was joined by Matt Finch, Vice President of Global Solutions Consulting at Mavenlink, to discuss a secret weapon hiding in your sales organization: Sales Engineers. A secret weapon, superheroes, whatever you want to call them - SEs are a powerful resource that can make the difference between a scripted demo meeting and an engaged soon-to-be customer.
Before diving into the data, Matt shared that his team is 15 SEs strong at the moment. “We map to our sales organization,” he said. “We are really supporting our clients throughout the entire client journey.”
Mavenlink, a powerhouse collaborative platform for services, has never been more relevant than in a new, remote work normal. “If you run a services organization,” Matt said, “you should be running in on Mavenlink.”
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Percentage of deals progressing with Sales Engineers
What was discussed
The data covered this week put the spotlight on the way that the sales process is changing, how demos have adapted to match that change, and how SEs make all the difference.
A Changing Sales Process for the New Normal
Overall, productivity is down only about 8% since January. This is remarkable considering where the market is.
“Q3 is getting to a slower start with the holiday and the summer softness,” said Jim.
When asked how this plays on the Mavenlink field, Matt said that they were surprised by the productivity they’ve seen.
“We’ve found working from home dramatically increased the amount of productivity we’ve been doing,” he said.
“We’ve certainly found on our lead development side that it’s easier to get a hold of people,” said Matt. “In theory, we’re having more first and second calls.” Though they have been navigating some stark differences since Q1.
“Our enterprise team was on planes every week. How do we replace that? The first few weeks were trying to understand our new sales motion. It was a really interesting transition to working from home.” Still, they immediately invested in making each team member’s workspace compatible with the work they were expected to perform, including green screens and consults with the IT team. “The amount of productivity went way up after that.”
In terms of enterprise deals, however, Matt said that they’re continuing to run smoothly.
“The motion is relatively similar - we run a well-oiled process. You don’t get the hallway conversations, the coffees, or maybe the cocktails at the end of the day. So how do you build the same quality of relationships? You’ve got to get straight on Zoom, and straight to the point,” he said.
“[Building relationships] was so unconscious before. Now it’s very conscious,” he added. “You have to actively go and do that.”
We’re seeing more of these demo-discoveries. Where typically you’d separate these two processes, they’re really coming together now. In the enterprise motion, this is new.
Demos are Earlier, Faster, and More Focused
Sales Cycles in some segments are shortening. And we are seeing that demos are getting more focused as they start earlier in the call and take up less time.
As a result, the line between demo and discovery becomes a little more blurred.
“We’re seeing more of these demo-discoveries,” said Matt. “Where typically you’d separate these two processes, they’re really coming together now. In the enterprise motion, this is new.”
Matt’s perspective on the demo to disco overlap? Cautiously optimistic.
If you jump from discovery to demo too quickly, you often get caught trying to solve a problem you don’t know about yet.
“It’s good if you set the context. It’s a fine line,” he said. “Using it to inspire further conversation is great, but turning it into a 45-minute demo instead of a 45 discovery call isn’t.”
The value of extremely well run discovery is more important now that teams are trying to show value sooner and get into the product more quickly. “If you’ve done great discovery, you’ve uncovered challenges they’re facing. And when you're in a demo, it’s really important for you to connect back to that first call.”
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Demos are Starting Earlier
Before, demos would start about 12 minutes in. But now we’re seeing them start at about 10 minutes, which is when they started pre-COVID. This is likely due to both sides of the call checking in to ask how they’re doing, build rapport, and genuinely ask about welfare.
“When we first got into this situation,” Matt added, “We spent a lot of time asking if the other person was okay because we’re all in this situation together.
As we move through that process, we kind of got used to our new normal...I don’t think we need to apologize for getting along with business now. When you’re on your third, fourth, or fifth call with someone, you’ve moved away from asking if people are okay.”
Demos are Laser Focused
Demos are 15% shorter than they used to be.
“This is an element of becoming more polished in this environment,” said Matt. I’ve seen a real uptick in the quality of our activity. We’re more focused on getting to the point. Getting to the value a lot quicker.”
Impact Sales Engineers have on deals
A great demo is not a monologue. A great demo is an engaged conversation. A great SE is someone who engages in conversation.
The Role of an SE in a Demo
Sales Engineers add a tremendous amount of expertise and customization to the demo experience. With an enhanced discovery and an engaged SE, the demo is more powerful and your product’s value is more clear.
“ A great demo is not a monologue. A great demo is an engaged conversation,” said Matt. “A great SE is someone who engages in conversation. You might have this elaborate story that ends in a great point at the end. But then talk. Engage in the conversation and find out more.”
The well-kept secret of SEs to make the difference on a call is now out. Sales Engineers participated in 25% more calls in June compared to January. There’s a seasonal - end of quarter - jump to about 10% more participation, but this spike is new.
By average contract value (ACV), we see this spike in participation lean heavily on Enterprise deals. SEs participate 50% more on Enterprise deals than they in the next highest ACV, Mid Market.
“This should be by design,” said Matt. “What you want your SEs to do is to be reactive to deep technical things on much larger deals. But also, you need to be helping on the smaller ones as well, but in a much more targeted fashion. This is great data that we see on our end as well, and it’s by design.”
Sales Engineers Get the Deal to the Next Stage
In our data, we saw that 20% more deals progress when an SE is involved in the meeting. This is indicative of the system working by design, as well as the true value of bringing an extra resource onto your call.
“My bias is: ‘Well, of course, that’s the case!’ But we know that if you put your SEs on the deals with the highest likelihood of closing, it will. You want to put your SEs on the best-qualified deals with a high likelihood of closing. You need a really great deal qualification.
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Looking Ahead to Q3 2020
Matt’s take on the next quarter and half of the year? Very bright.
“It continues to be very bright,” he said. “And, logically, we were able to be very agile from the start. For us, commercial has been a tough performer all the way through.
But we are very optimistic about the second half of the year. We help people work from home, so we see ourselves as a real enabler of this world. It’s more important than ever to look at solutions like ours, like Chorus like Zoom to help you enable the work-from-home world.”
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Après le Covid : Premiers résultats
Nous avons souhaité vous présenter les premiers résultats récoltés lors de notre enquête ouverte le 12 Mai 2020. Les membres de l’observatoire technologique et digital ont sollicités leurs réseaux et contacts.
Nous avons souhaité couvrir un large panel des enjeux opérationnels des entreprises, par 24 questions courtes et fermées.
Sans analyse, voici les premiers chiffres que nous pouvons publier :
1. La crise sanitaire remet-elle en cause votre modèle d’activité?
Oui : 58,33%
Non : 41,67%
2. Pensez-vous voir votre activité en 2020, baisser ou augmenter?
Baisser : 75%
Augmenter : 25%
3. Avez-vous identifié lors de cette période, des opportunités d’affaires?
Oui : 51,67%
Non : 46,67%
Ne se prononce pas : 1,67%
4. Avez-vous confiance dans les capacités de vos collaborateurs à évoluer vers le télétravail?
Oui : 81,67%
Non : 16,67%
Nssp : 1,67%
5. Etes-vous satisfait du niveau d’adaptation et d’agilité de vos équipes en télétravail?
Oui : 68,33%
Non : 31,67%
Ne se prononce pas : 1,67%
6. Allez-vous poursuivre ou renforcer vos activités en télétravail?
Oui : 88,33%
Non : 11,67%
Nous avons souhaité étendre la durée de notre enquête jusqu’au Vendredi 10 Juillet 2020.
Le questionnaire est accessible ici.
Chorus 101: Snippets, Comments, and Scorecards
Using Snippets, Comments, and Scorecards can motivate, improve, and accelerate your sales team.
Here's how.
This month, we introduced our weekly tip series Tip Tuesday. Our Customer Success and Product teams put together actionable tips for our users by focusing on those that they think would be most helpful.
In the first of many Tip Tuesday round-ups to come, we went back to basics. Discover a few ways you can creatively use Chorus to motivate your teams and improve their calls.
Here are four tips to get the most out of Chorus today:
1. Share a Win with Your Team
It’s easy to find and point out the parts of a call that need some help. But your coaching shouldn’t stop there. Your coaching is more likely to stick if you also celebrate small wins and successes.
If you are working with the team on a new skill or talk track, find great moments of them putting it into action and share it with your team. Reinforcing what good looks like will help make it stick.
Sharing a snippet of a call helps you share the important or impactful moments that help you drive a point home.
Here’s how you can easily share a win with your team:
- Find the call recording
- Click Share
- Crop your snippet (from both beginning and end of the call!)
- Share it via a link via slack, email, text with anyone.
Pro Tip: You don’t need to have a chorus account to watch it, so share away.
Sharing snippets allows you to send a segment of a call to the people who would benefit the most from hearing directly from the customer or rep.
For example:
- Reps can share snippets from their call with their executive buyers to showcase how excited the buyer’s team is about the product.
- Customer Success can enable the product and marketing teams by sending a snippet of a customer giving poignant feedback on the product.
Share a Win with Your Team
2. Leave Public or Private Feedback on Your Reps' Calls
Providing feedback is essential for reinforcing good, repeatable behaviors in your reps and AEs. It is also a cornerstone of correcting or challenging behaviors you’d like to change. And sometimes discretion can go a long way.
There are a few ways to provide feedback on calls in Chorus. We typically see customers leave feedback in the form of either a public or private comment on a call, and "@" mentioning the person.
Here’s how to set your comments in Chorus to be visible publicly or privately:
- Select the call and find the moment you want to comment on
- Click “Comments”
- Write your comment. Make sure the timestamp and “@” handle are both correct
- Determine whether you want the comment to be public or private
- Click on the lock to change the privacy setting. (Unlocked is public, Locked is private)
- Click “Add”
- And, you’re done!
There are plenty of reasons why you would determine a comment to be public or private.
Here are a few we often come across:
- You just listened to a call between one of your reps and a prospect where a pricing objection was handled perfectly. Leave them a quick comment at that exact moment to publicly praise them for how well they handled it.
- Another rep on your team received the same pricing objection, and their response could use improvement. You can leave a comment on that moment, but make it private so that the feedback is for that reps’ eyes only.
Watch the Tutorial
Leave Public or Private Feedback on Your Reps' Calls
3. Create a Playlist (and Add Calls and Snippets to it)
We hear a lot from our customers about how they’d like to share a collection of calls or moments with their teams.
By creating a Playlist, you can quickly curate this collection and easily share it with anyone.
Here’s how to create a Playlist inside of Chorus:
- Click the “Create a New Playlist” button at the top right of the page
- Name your Playlist
Curate your newly created Playlist even more by adding entire calls or specific moments by using the clipping functionality.
Here’s how to clip and add a Snippet to a Playlist:
- Go to the call with the moment you would like to add
- Click the "Share" button in the upper right corner
- If you'd like to share a single moment from the call, slide the video cropping tools to capture just that moment
- Name your clip so you can find it later
- On the bottom right quadrant, click to add the moment or call to the specific Playlist
Pro-Tip: If you'd like to add the whole call, don't worry about adjusting anything -- just click "Finish Cropping."
Creating Playlists and adding to them is a great way to organize and share related themes in practice.
Here are a few ways we’ve seen customers use Playlists and Snippets creatively:
- To scale onboarding and training programs
- Increase ramp time for new hires
- Show what “good” looks like
- ...and many more!
Create a Playlist (and Add Calls and Snippets to it)
4. Get Involved in Your Teams' Coaching Curriculum
If you are rolling out a new coaching curriculum, you’ll want to evaluate how it affects team performance. Chorus can help you manage the coaching initiatives and measure the impact over time.
Here’s how to customize your scorecards to evaluate how your team is performing with your new curriculum:
- Ask your Chorus Admin to unlock these features for you
- Have your Chorus Admin go to User Management settings
- Click on “Roles and Permissions”
- Edit a permission called "Manage Coaching Initiatives" and assign initiative management of scorecards to your team your team
- Next time you log in, go to the Coaching tab and you'll see a new button to "Create Initiatives"
- Create away!
Get Involved in Your Teams' Coaching Curriculum
The Rise Of Privacy As A Business Model As Weak Link To Dominating Tech Giants
It was September 25th, 2008.
Gabriel Weinberg, had time and money to devote to projects he felt passionate about. He had been tinkering with hundreds of projects in the last couple of years, since he had sold his previous company.
Until he finally found the project he felt more passionate about. How did he know? He kept working at it.
The idea might have not sounded exciting at the time. Gabriel wanted to develop a search engine, that would be focused on three elements (which he thought Google was missing).
First, provide a search engine less skewered toward advertising. Second, a search engine able to provide direct answers to users‘ questions (what DuckDuckGo calls “Instant Answers”).
Third, and what would prove DuckDuckGo‘s killer application over the years, was the focus over privacy. In short, DuckDuckGo challenged the classic assumption, that search engines, to make money, had to harvest huge amounts of users‘ data.
Instead, DuckDuckGo, provided relevant answers and advertising mainly on a context-basis. And it threw the data on the fly.
At launch day, on September 2008, there were no international newspapers’ headlines.
There wasn’t a single trace of DuckDuckGo’s launch.
That didn’t happen because it was not what Gabriel Weinberg was looking for.
He just wanted to know whether he was on the right track to building the kind of search engine he had in mind.
That day he launched DuckDuckGo on a forum, Hacker News,
From there he gathered quick feedback, and in the next three years he iterated on that feedback.
DuckDuckGo would gain traction by 2011, when he also raised $3 million from Union Square Ventures. From there growth has followed the so much dreamed Hockey Stick Growth curve:
Since a few years, people are questioning whether DuckDuckGo would keep growing, as privacy might become less of a concern in the future.
And yet, what I like to call, privacy as a business model, has proved extremely powerful for DuckDuckGo. Privacy becomes a business model because it influences the whole business.
Negative marketing against tech giants works as a positive lever
Another note of thise privacy-driven business models, is about how marketing works via negativa. In short, the privacy-based business model will work to dismantle given assumptions on which current tech giants have been built upon.
Therefore, it provides an alternative, and as such it gives an option in markets that are mostly dominated by one or a very few players.
This type of marketing is inspired by the frustration developed over the years, as former startups turned tech giants (what we can call the scaling dilemma).
As DuckDuckGo pointed out “Our vision is to set a new standard of trust online. The Internet shouldn’t feel so creepy and getting the privacy you deserve online should be as simple as closing the blinds.”
This sort of liberating vision is quite compelling and works as a basis to lower the switching costs associated with getting used with a new search engine.
If you’re really motivated by privacy you will push through the initial friction of getting used to DuckDuckGo.
From asymmetric to symmetric
To recap, as a result of a web that got mostly monetized in an asymmetric ways, in the last decades we saw the following:
- Money asymmetry: users get a free product, companies pay to gain visibility through that product. The product is completely subsidized.
- Data asymmetry: to sustain this model, product have built-in mechanisms to harvest data, which is used to offer a better service, but it’s also repackaged and sold to companies as attention currency. The asymmetry here is that the data the user gets from the free service is small compared to the ability of the tech company to use and monetize that data. In short, where the user has the data in the form of entertainment (news in the feed), this data the user gets is not scalable, and it has limited value. On the other hand, the users’ data get processed by the tech giant in a scalable way. This triggers network effects, that makes the advantage of the tech platform much larger compared to that of the user. It’s important to highlight that this asymmetry works at individual level, not necessarily at societal level.
- Marketing asymmetry: as the key stakeholder (the user) and the key customer (the company paying for visibility) are two separate entities. The platform has to hide as much as possible the monetization process from users (take the case of Google’s advertising redesign to make them look as organic results). This creates a belief in users that most of what they see is free, and the average user ignores the fact that there is a monetization going on (and perhaps the user doesn’t care as long as the service works well). This sort of asymmetry in the communication, transforms marketing in a set of engineering processes, to hide as much as possible how the company monetizes its core asset, so that the user doesn’t feel like a product.
Key takeaways from privacy-as-a-business-model
A privacy-based business model, will have specific features that influence its technology, how it monetizes it and how it communicates it. More precisely:
- It affects product engineering, as a privacy based business model has to make sure that it collects the minimum amount of data necessary to make the service work well, while throwing it on the fly.
- It changes the monetization strategy: as also the way the platform makes money, even if hidden, it has to be context-based, not behavioral-based.
- It lowers switching costs as the sole fact that the product offers privacy as value proposition, it makes the user pass through the initial friction to switching up.
- It is a different type of marketing, what we can call contrarian marketing, as it offers an alternative to the current, dominant players, by dismantling their core assumptions.
Read more:
- DuckDuckGo Business Model
- DuckDuckGo Story
- Google Business Model
- Go-to-market strategy
- Context-based entry strategies
More resources:
- What Is Business Model Innovation And Why It Matters
- Types of Business Models You Need to Know
- The Complete Guide To Business Development
- Business Strategy Examples
- Marketing Strategy: Definition, Types, And Examples
- Marketing vs. Sales: How to Use Sales Processes to Grow Your Business
- What is Growth Hacking?
- Market Segmentation Guide
The post The Rise Of Privacy As A Business Model As Weak Link To Dominating Tech Giants appeared first on FourWeekMBA.
Digitalisation des rendez-vous de vente : 3 points-clés pour maximiser ses succès
S’il y a bien une chose que 2020 aura apporté, c’est une explosion nécessaire du télétravail et une vraie révolution dans nos façons de travailler et de vendre. Rester chez soi, garder ses distances avec les autres… des consignes qui nous font revoir notre façon d’appréhender les rendez-vous, notamment quand on a l’habitude de penser que le face à face est la clé pour finaliser une vente.
Des aléas du rendez-vous commercial par écrans interposés
Pendant deux mois, nous avons pu tester plus de solutions de visioconférence que pendant toute notre vie professionnelle. Néanmoins quelque soit l’outil utilisé, nous avons tous plus ou moins connu les mêmes situations, pas toujours confortables :
- la personne qui n’arrive pas à se connecter,
- les qualités de connexion très variables,
- les bruits des environnements de chacun,
- les micros coupés et le manque d’interaction,
- etc.
La visioconférence nécessite une préparation, une adaptation et souvent aussi de la patience !
Au-delà des aléas techniques, les rendez-vous à distance nous confrontent à des situations qui peuvent être déstabilisantes. Un partage d’écran mal préparé peut rapidement envoyer des signaux négatifs à un interlocuteur (arborescence mal rangé, fichiers mal nommés, dossiers confidentiels…).
Le fait de présenter son écran, de ne pas voir son interlocuteur et ses réactions ne donnent pas d’indication sur l’intérêt qu’il porte à la présentation et peut être désorientant.
Rien de plus désagréable que de sortir de rendez-vous et de ne pas savoir concrètement quel impact a eu son rdv dans l’adoption potentielle du client !
Sweet Show vous donne 3 clés pour professionnaliser vos rendez-vous commerciaux à distance et concrétiser vos ventes.
1. Préparez et repensez vos RDV commerciaux à distance !
Un rendez-vous à distance ne doit pas être la duplication d’un rendez-vous en face à face, où la seule différence serait l’écran qui vous sépare de vos interlocuteurs ! Un bon rendez-vous à distance se prépare différemment.
Tout d’abord, en anticipant l’outil à utiliser : pensez à faire vos invitations en amont afin de soulever de potentiels soucis de connexion chez vos interlocuteurs.
Lors d’un rendez-vous par visioconférence, les timings sont différents de ceux des réunions en présentiel. Chacun étant dans un environnement différent, l’attention est beaucoup plus réduite et la concentration moindre : au-delà de 45 minutes, vous avez de grandes chances de perdre vos interlocuteurs !
Essayez de synthétiser au maximum votre présentation commerciale, de la rendre dynamique et de ne pas dépasser 30 minutes dans la mesure du possible afin de laisser un temps d’échange en fin de rendez-vous. Si votre présentation nécessite plus de temps, ayez des temps d’échanges réguliers et évitez les monologues, voire, prévoyez une pause au milieu de la réunion !
2. Créez un environnement dédié à chaque RDV commercial
Si votre réunion commerciale implique que vous deviez partager votre écran, anticipez-le ! Préparez tous les documents qui pourraient être utiles, ouvrez les pages web pertinentes et nettoyez votre bureau !
Mettez-vous à la place de votre interlocuteur et enlevez tout ce qu’il n’a pas besoin de voir. Ce qu’il verra sur votre écran, le rangement des dossiers, la dénomination des dossiers, aura forcément un impact fort sur la perception global qu’il aura de vous.
De la même manière, le fait de rechercher vos dossiers à tout va pourra donner le sentiment d’une mauvaise préparation et donc que son dossier vous paraît secondaire.
Quand vous disposez de l’outil d’aide à la vente Sweet Show, vous créez un véritable environnement dédié à votre réunion commerciale. Votre prospect est ainsi plongé dans l’univers de votre marque, sans entrer dans le côté privé de votre poste de travail. Vous pouvez facilement naviguer entre les documents utiles à votre échange et les partager en deux clics. L’idéal pour professionnaliser vraiment votre rendez-vous à distance : effet garanti sur votre prospect !
3. Obtenez des données fiables !
En partageant son écran, on perd généralement l’aspect visio et on peut vite se retrouver très seul devant son écran ! En effet, impossible de savoir l’intérêt que portent vos interlocuteurs à votre présentation commerciale sans voir leur visage et leurs réactions.
Si vous en avez la possibilité, pensez au double écran ! Vous pourrez alors visualiser votre interlocuteur et capter ses réactions afin de vous adapter à celles-ci : passer une partie peu pertinente ou au contraire insister davantage sur une autre.
Encore une fois, n’hésitez pas à poser des questions à votre interlocuteur pour créer de l’échange et préciser ce qui l’intéresse ou non.
Sweet Show vous permet également d’obtenir des données très concrètes sur votre rendez-vous à distance, mais aussi après celui-ci ! En effet, après avoir présenté, vous pourrez avoir le tracking de votre présentation commerciale, c’est-à-dire le temps passé sur chaque support et chaque slide, et ainsi conserver l’historique de ceux qui ont suscité le plus de conversation.
Après avoir envoyé les supports commerciaux à votre contact via la plateforme d’aide à la vente Sweet Show, vous pourrez également avoir des données actionnables immédiatement : quels documents ont été ouverts, quand, combien de temps… De quoi recontacter votre interlocuteur au bon moment, et sur la bonne problématique commerciale !
Vous souhaitez obtenir un diagnostic de vos outils de vente à distance ? Prenons rendez-vous pour un diagnostic express de 15 minutes et des solutions d’aide à la vente à mettre en place immédiatement !
2020 Sales Coaching Resolutions
Sales call coaching and sales tools are all en vogue this season, but it’s easy to get lost on the way to the catwalk. At Tapclicks, frontline sales managers are super passionate about sales coaching styles and using sales tools properly.
These are the top 5 ingredients that I will continue to use in our 2020 recipe for Coaching Success.
1. Prioritize Your Tech Stack - Less is More
“Without Hustle, Your Talent Will Only Get You So Far.” ― Gary Vaynerchuck
Tech and talent go hand in hand. They make your reps’ job easier and yours as a coach as well.
Tech can show you what you might have missed. With each level of tech you add to your stack, you complicate your methods. If not done well, you may not establish a routine that is repeatable and may not be able to deliver results right away.
Choose your tech that fits your needs and limit “point solutions” as much as you can. Your C-Level will thank you and so will your team when they have 1 less login to remember.
Download
Frontline Manager Coaching Cheat Sheet
2. Short-Term Laser Focus
“The One Thing You Want to Focus On Is Getting the Next Meeting.” ― Stephan Schiffman
As a manager, you can give your team goals and objectives for the day. But, ultimately, they are the master of their schedule. Give them a roadmap/plan that is specific, but allows them to own it and build their habits.
Start and end the day with a conversation to touch base. Discuss goals and objectives, top targets, answer questions, and offer reflection.
Between those times to talk, allow them to be guided by their prospects and territory. Schedule mornings as planning and research focused time and empower them to have tunnel vision in call blocks.
This will prevent distractions like email/slack from dominating times where they achieve flow state and also give them time to truly hone in on their follow-up and emails.
Each short term block should build off the previous and establish a repeatable routine that they look forward to while also letting them build those blocks into a house of long term success.
3. Marathon Mindset
“It's how you start off a curb server, end up a boss. It's how you win the whole thing and lift up a cigar: With sweat drippin' down your face 'cause the mission was hard…” - Nipsey Hustle
Starting out as a BDR or SDR is for the ambitious to try their hand at the hustle. It’s not easy work, but the BDR that thrives is the BDR that keeps their eyes on the prize. They want the checks, they want the President’s Club trophies, they want the full pipeline of deals to close.
There are two types of dreams in life and sales: Passive and Lucid. Your teams have to work towards their goals together. That means that every single day your teams should revisit, reflect, and act on those insights together.
Keeping a marathon mindset can be difficult in a sales org with managers and directors/VPs wanting results today. However, with each small victory and improvement, they have momentum that can be used today, tomorrow, or next quarter.
Have them try to channel a little bit of that positive momentum in each activity to keep their short term and long term goals in line. Be prepared to celebrate your success with piña coladas at the end of it all!
Download the Ebook
6 Principles to Design a Sales Coaching Curriculum
4. Consistency is Key
“The Start Is What Stops Most People.” ― Don Shula
Never put off until tomorrow what you can do today. It is hard to get started, but as a coach, you have to be consistent with your team.
Fires, emergencies, and “by the way”s will come up anyway so don’t be tempted to break the routine. You are the captain of the ship and if your team sees your dedication to the process, they will buy into the routine of sales coaching.
The more consistently you do it (and the less you change the process), the easier it will be for them to follow your lead and also see the results!
Leading by example is the biggest key and the more you continue on the journey with the team, the more they will look forward to your sessions!
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The Crazy Busy Sales Leader's Guide to Coaching
5. Empower to Build a Coaching Culture
“If You Put Out What You Truly Believe In, It Will Create the Law of Attraction, and It Becomes Reality.” ― Conor McGregor
We all want our teams to be the top performers of the org and the industry. However, no team comes together overnight.
Coaches cannot just tell their team what to do, we have to demonstrate and show them how to do it. You have to be willing to give a peak behind the curtain and empower your team to not just receive coaching but also give it out as well.
To truly learn, you have to teach. Ensure that your team feels empowered to coach their peers themselves. Even if coaching isn’t in their future, make sure they have the confidence to identify areas to improve within the org.
This will increase buy-in to the tech and time/resources you invested in the team with your coaching efforts. Chorus has an amazing guide that we have used to build our coaching culture.
2020 is a huge year, kicking off an entire decade. Smart investments in tech and initiatives, keeping a long term vision with short term habits and focus, and building off momentum to establish a true coaching culture is a way to ensure success as you move ahead!
Stay in harmony, and always be kicking tail! Your clients, managers, and self will be thanking you for it later!
Author: Anthony Conrad, Director of Sales Operations at Tapclicks, is a well-traveled sales veteran. Cutting his teeth in Bogotá, Colombia in the fin-tech sector, he loves to get to the human element of sales and also helping others to find their own sales voice. When he's not telling bad puns and optimizing his team's performance (in that order) his life involves a lot of hiking trails outside Boston, exploring the less known regions of Latin America, and going down the rabbit hole of Jazz and Funk LP collecting.
4 Essential Additions for Your Sales Team Even Now
The past few weeks have seen innumerable articles spring up online about the changes that COVID-19 will bring (and has brought) to the business landscape. As that initial dust settles and you look at your sales team, it’s equally important to remind yourself about the things that will stay the same.
While the early year bull market is a thing of the past, the business has not totally ground to a halt. Buyers and investors still exist, and they’re still willing to put their hands in their pockets. This goes double if you’re able to offer a service that helps businesses or consumers function normally in this unusual climate. The key, therefore, is to get your sales team selling like never before while tailoring the way you sell to meet the challenges around you.
To respond to these roadblocks, you may have to expand your sales team — either introducing new responsibilities to your existing pros or taking on new hires. Having the right professional resources to keep your pipeline healthy during COVID-19 is vital. Here are a few new additions your sales team will benefit from in times like these.
'Why Should We Be Hiring?‘
Recruitment generally sat at the back of most sales teams’ minds during the early stages of the outbreak. It’s understandable — one of the foremost measures for determining whether or not you should be hiring is the strength and stability of your revenue model. Payroll, and being able to maintain it, is a pressing worry for many companies in the SaaS space.
However, the other measures for determining whether you should be hiring — overworked employees, key time being lost, customer service standards slipping — all suggest that now is the time to add to your ranks.
You can also assess hiring logic from the perspective of your pipeline. Keeping your company afloat depends on pipeline health. And being able to maintain the health of your pipeline is partly dependent on being able to shift sales tactics according to changes in the market. So, if your sales approach requires a much different tack — or if your business has actually seen an increase in demand — you likely need new additions to your sales team.
For some companies, adding to payroll at these times is a non-starter. That’s why “new additions” doesn’t have to mean “new hires.” Even if you can’t afford to hire right now, “adding” to your team is still an achievable and desirable goal. You can do so by re-addressing your existing sales team’s abilities and, where sensible, expanding the responsibilities of your team members. And you can do this in a balanced way, widening workloads slightly with astute management and the right tools without stretching your employees too thin.
In short, hiring strategy during (and after) COVID can involve a reshuffling of existing personnel as much as bringing in new ones. You can think of it as part of a general strategy in revamping your management style during COVID.
The Daily Briefing Executive Summary
4 New Additions Your Sales Team Can Benefit From Now
In any market downturn, wherever your hiring priorities lay, never forget — there is currently as much, or more, value in your existing customer base than in new business.
Making additions to your sales team in the current climate means optimizing the value you’re getting from the customers you already have. You can do so by bringing in new additions to your sales team whose job is to help those customers see the value that they so sorely require from you.
1. Account Executive
An account executive (AE) is vital for locking down existing business. An account executive acts as a general overseer of client satisfaction with your product and connects your customers to other professionals in your company (e.g., customer support) when required.
The lifetime value (LTV) question, always fundamental in SaaS, has become paramount in this climate. The companies that will survive and thrive through COVID will be the ones that maximize the amount of value each customer brings into the business (LTV) against customer acquisition cost (CAC). The account executive sits at the heart of this effort. By securing those existing accounts that are providing monthly recurring revenue (MRR), as well as offering upsell packages to customers (where appropriate), the AE is key to unlocking expansion revenue.
Think of expansion revenue as a value that is already latent in your customer base — customers who are on one plan but could see the greater value by upgrading to an expanded plan. It represents a dependable, easy-to-access business with a much lower CAC than new business. All of this is extremely hard to come by otherwise in a market downturn, making it an ideal pursuit for this climate. You and your sales team should look at expansion revenue as the determining factor in keeping your business afloat while your sales representatives and development department fight hard for new business.
Whether you get in a new hire or add the responsibility to an existing sales team member, the AE is important. You can convert regular sales reps into AE roles with minimum friction and without excessively adding to their workload. Do so by employing a reliable CRM and restructuring your sales goals to perhaps include an expansion revenue component.
2. Customer Success Specialist
We spoke about Customer Success in detail not too long ago. The customer success specialist, a growing role in SaaS and beyond, is ideal in these conditions, particularly where securing expansion revenue is concerned.
In a market downturn, buyers are worried about the exact same thing as vendors: value. Buyers who may be facing budget cutbacks or scale-down will be frantic to ensure that they’re getting the most out of the products they’re paying for. A sales professional whose specific duty is to help provide a smooth, personalized onboarding and launch experience for new customers makes this much easier to achieve.
Whether you’ve managed to upgrade an existing customer to a more involved feature tier or you’re dealing with new business, the onboarding experience is a key sales process area. The launch-lifecycle, which occurs immediately after a customer begins using their new product, is a churn hotbed (23% of all customer churn occurs here). You can count on that number to rise after COVID now that customers feel more skittish about value.
Therefore, it’s vital to have a specialist there, specifically to guarantee customers’ safe passage from first contact to getting real value from your product. Customer success specialists can also provide a wealth of data that’s key for shoring up strategy decisions in an uncertain market. The way they observe customers using your product helps them understand your customers’ pain points and needs. Finding out why your customers think your product is useful in these conditions is key to navigating a tricky market successfully.
Customer success specialists are harder to convert from existing members of your sales team if you don’t already have them on hand. When you’re bringing new customer success pros on board, consider empowering them with sales tools that make commanding the context around a sale easier. Knowing exactly who a customer is, and what they need, can set up your new customer success specialists for positive outcomes.
3. Onboarding Specialist
If you aren’t able to hire a bespoke customer success specialist, then fashioning an existing sales team member into an onboarding specialist can work as an alternative.
The onboarding specialist sits in the all-important SaaS sweet spot between HR, customer support, and sales. The role isn’t as comprehensive in duty as a customer success specialist, who will often spend the first three-to-six months of a customer’s experience in close contact with them and provide an auxiliary support function afterward. However, they are still there to guide your customers through that challenging onboarding phase. They help customers get maximum value from your product from the get-go, and that goes most of the way toward keeping your clients loyal in an uncertain market.
With the use of tools like Deal Hub, even a newbie onboarding specialist can easily manage the sale-to-use transition. If sales priority and time allows, you can add a degree of onboarding responsibility to your sales reps’/AEs’ duties. If you’re managing a stretched sales team, you may even consider talking things over with your company’s HR department and drafting someone in from elsewhere to help with onboarding.
4. Engagement Officer
One of the things about a market downturn that’s most obstructive to business is what it does to people’s patterns of thought. One minute, you’re in a bull market, and one prospect after another is ready to strike a deal for your product or upsell on their existing plan. The next minute, everything’s in flux, and valuable prospects’ attention naturally goes elsewhere.
That’s why engagement officers are another strategic addition to your sales team. Competing for attention in a COVID-influenced market can be difficult with both organic traffic and paid advertising taking an early hit. You can purpose either existing sales development representative (SDR) personnel or a new hire into this role, which primarily resurrects previously qualified leads who are either inactive or went silent.
It’s true that not all your previous prospects will be looking to buy in this market — some won’t be able to afford the outlay any longer. However, some will be in desperate need of just what you offer and either forgot about your product or weren’t aware of it in the first place.
Your engagement officer’s job is to connect those would-be customers to departments beyond your sales team. They assist sales management in liaising with your finance department. Harder times call for smaller, more palatable offerings/subscription tiers that newly price-sensitive prospects can more easily afford. And your engagement officer, particularly if they have SDR experience, can use their buyer persona knowledge to demonstrate what an attractive new package will look like.
On the other end, your engagement officer will be actively involved with your marketing department to help make your plans more appealing. Buyer persona adjustment, content marketing, and SEO are vital in times like these. Pursuing the right branding in times of crisis — demonstrating that your company is calm, in control, and looking to help, while not being opportunistic — can be decisive in helping prospects see your value. Marketing and sales are always closely aligned, but in a market downturn, they are inextricable.
Match these kinds of inter-departmental efforts with a dedicated re-engagement campaign and an engagement officer can easily become one of the most influential new additions to your sales team.
The Weekly Briefing
Sell Steady
The biggest mistake to make in this uncertain market is to presume that there isn’t any business to win. Make no mistake, you’ll find selling during the COVID outbreak harder than usual. Short-term, quick wins will be fewer than usual; you may find that the sales cycle is longer and keeping your sales team steady and patient can be hard (especially if you’re remote). Begin by adjusting your sales goals and targets.
However, times like these not only reward persistence — they reward the progressive-minded, too. Nowhere is that truer than in your sales team. By bringing the right new hire into your ranks, you’ll find your horizons broaden even in these unpredictable times.