Richard Blank’s Post

Here’s why one serial entrepreneur with multiple successful exits told me *rep* scoring is just as important as lead scoring: Every rep is different. - Some are better at follow-up, others at outreach - Some are better at selling hardware, others software - Some are better selling to SMBs, others to enterprise You’ve got to have the right rep working the right lead at the right time. And the only way to do that is to score both your leads AND your reps. Know how each rep is performing in specific areas, and you’re able to assign them to the right leads depending on who that lead is or what they need. This principle applies to CX too, especially contact centers. CX leaders can use performance data to better understand which reps are most effective at handling certain requests, and deploy them to those. That’s a win-win-win—for your customers, your reps, and you. The data is at our fingertips. It’s up to us to pull out the insights and use it to inform our strategies. Check out my full conversation with Jason Goldsmith on the CX Innovation Playbook Podcast. Link in comments.

Amit Basak and I talk lead scoring and rep scoring in this clip from The CX Innovation Podcast. If your company is not doing both than you're missing an easy layup on significantly improving the performance of your leads.

“Creating an amazing experience is no longer optional. How are you differentiating? How are you making it feel easy and delightful to book labor? How are you making it simple to track what’s going on? What are all those touch points that you’re elevating on both sides?” ~ Brittany Hodak, Customer Experience Expert and Author Check out our latest Avionté: Digital Edge podcast featuring Brittany Hodak, customer experience expert, entrepreneur, and author of "Creating Superfans: How to Turn Your Customers into Lifelong Advocates." In this intriguing conversation, Brittany explores how rethinking customer service can transform your customers and talent into superfans—advocates who can help drive your business to new heights. 🎧Listen here - https://hubs.la/Q02BP2dg0 #staffing #staffingindustry #staffingtrends #customeracquistion #staffingsales #talentengagement

In this episode of "Metrics that Measure Up", Andy Paul, the host of The Win Rate Podcast and Ray discuss how and if the modern B2B Seller is different today than yesterday. Topics covered include the motivation of sellers to serve their customers and help them make an informed purchase decision, or providing buyers unique insights into a new way of approaching a business process. Why quota may be an outdated concept, and even why a famous British economist's research shows that when a measure becomes a target, it loses its value as a measure...think QUOTA!!! Andy also shares the differences between a "manager" and a "coach" and why companies should consider investing in professional coaches to help sales professionals deliver maximum output. Within this discussion, we discuss the proven benefit of a positive mindset, why a functional organization may be outdated, and the possibility of instructing around customer acquisition, retention and growth versus sales, marketing and customer success. This episode is for anyone thinking about how to re-engineer the sales professional and accelerate revenue performance. Listen now on https://lnkd.in/eMRZkFg7

I had such a blast recording this podcast with Rachel Provan! 🙌 🥳 I’m sure Rachel enjoyed it as much as I did, how about it Rachel? 😉 Here’s the full podcast if you’re interested in watching 👉 https://lnkd.in/dqcQAkxK Rachel and I touched upon a very important topic in customer success - Upselling. 🔺📈 Here are some points of summary from the podcast "How To Nail Upselling in Customer Success” 🟢 Always ensure that customers achieve the desired outcomes before initiating upsell conversations 🟢 Focus on understanding customer’s needs and expectations and find out the customer’s definition of ‘value’. Be curious and ask questions to identify what customer wants so you can align your product accordingly 🟢 The customers will not get to their desired outcomes on their own, you need to create a sense of urgency and guide them. Always try to provide coaching and support throughout the customer lifecycle to help them get success
 🟢 There is no standard format to initiate an upsell conversation. It is important to align upsells and expansions to the customer’s needs and analyse if the upsell will actually bring value to the customer. It must never feel like a forced conversation, but rather one that provides real value. 🟢 Recognise the importance of customer success by owning revenue in some capacity to ensure long-term viability and influence within the organisation 🟢 It is important to find the right balance between customer success, sales, and upselling strategies to drive organic and sustainable growth. (If you'd like to listen to the audio podcast, links are in the first comment) Provan Success, LLC #CustomerSuccess #Upsell #CustomerSatisfaction #CustomerRetention

Ed's THE GUY when it comes to understanding manufacturing channels outside of tech. If you're interested in channel outside of tech, definitely worth a follow. He's got some great insights and our conversations have been outstanding. Excellent post around channel in manufacturing. It's a different world. And, yes, it's channel. #channelpartners #manufacturingchannel

Great episode of Ayna Insights podcast with Ayna.AI's Gaurav Batra and Titan International, Inc. Paul Reitz. Worthwhile throughout - yet a couple key takeaways: ≈ 17:40 - the importance of #IndependentDirectors with complementary skills. Not mentioned, but obviously driven by a well planned, strategic directors' skills matrix. Part of what Reitz mentions earlier is how his combination of accounting and marketing education have helped - the same is true of a board. It's got to be more than just the manufacturing wonks. #ManufacturingMarketing and #IndustrialSales are often lacking. And therefore, the perspective adopting the process engineering and operational rigor (Overall Revenue Effectiveness™ Framework) from manufacturing for revenue growth is never included in board conversations. ≈ 31:00 - A) There are significant challenges in industrial #ChannelSales. Companies have to embrace the friction and persevere in creating a #ChannelEcosystem. That means parallel relationships with partners and end users. There are huge opportunities here for technology that even sophisticated manufacturers haven't tapped. (Excited about some of the work I'm doing with Mindmatrix to unlock these opportunities.) B) You must understand what how your products are impacting the end users' businesses. That's what drives innovation. Nobody cares about your product (my words, not Reitz') they care about how it changes their business. If you can't understand, explain and build on that, you're just pitching widgets. Listen to the full episode here https://lnkd.in/eZzJWkZp #AdvancedManufacturing #MadeInAmerica #RevenueGrowth #BoardofDirectors #ChannelManagement #nearbound #PartnerSales #PartnerMarketing nearbound.com Vaughn Mordecai Akash Singh Nick Santhanam

In this episode of "Metrics that Measure Up", Andy Paul, the host of The Win Rate Podcast and Ray discuss how and if the modern B2B Seller is different today than yesterday. Topics covered include the motivation of sellers to serve their customers and help them make an informed purchase decision, or providing buyers unique insights into a new way of approaching a business process. Why quota may be an outdated concept, and even why a famous British economist's research shows that when a measure becomes a target, it loses its value as a measure...think QUOTA!!! Andy also shares the differences between a "manager" and a "coach" and why companies should consider investing in professional coaches to help sales professionals deliver maximum output. Within this discussion, we discuss the proven benefit of a positive mindset, why a functional organization may be outdated, and the possibility of instructing around customer acquisition, retention and growth versus sales, marketing and customer success. This episode is for anyone thinking about how to re-engineer the sales professional and accelerate revenue performance. Listen now on https://lnkd.in/eMRZkFg7

I recently listened to episode #98 of the Exit Five podcast, hosted by Dave Gerhardt, with the esteemed guest Tas Bober. Here's a glimpse of the insights I gathered from their conversation... -    Trust your gut, nurture your network, and track your analytics. The lack of interaction on a post doesn't necessarily equate to invisibility. This underscores the importance of understanding your audience. Are you consistently delivering valuable content that offers them insights, knowledge, and tangible benefits? -    Within your team, define what success looks like, but don’t be afraid to make it fun. Set expectations and stay aligned, as your performance is directly tied to the strength of your team. -    PEOPLE BUY FROM PEOPLE. #Marketing #Growth #ExitFive #Insights #Benefits #B2B #Customer

Adding functions and expanding the product line can sometimes feel like the top priority. However, more features don't always equate to a better customer experience (or more revenue).