Health scores are hailed as the panacea 💊 in Customer Success. The reality is that they give yet another excuse to not be proactive in CS. Health scores must be built on top of success journeys that lead to the goal of the customer to be effective.
Most conversion rates are actually only displayed on a ‘one-month basis’ in CRMs, so a month-on-month comparison approach to funnel analytics would already be an improvement. Nevertheless, the blended conversion rates on those month-on-month comparisons, don’t give actual insights about process improvements or individual improvements made over time. Hence, a plea for actionable sales cohorts per sales rep.
This article sheds a light on actionable KPIs to measure the performance of managers. Sales reps are transparent, everything is measured. Sales managers, however, only need to report realized revenue numbers – something that they do not directly influence.
Don’t talk bad about your competition. End of story. I am asking why? And how should I talk about them instead?
On the one hand, we should sustain momentum after a bad call, make more calls, and not dwell on the bad experience, but we probably will not learn. On the other hand, we should stop, reflect, adjust & learn, but then probably lose our ‘flow’. How to combine positive ‘blinders’ thinking with learning from every given opportunity?
Swearing increases chances to close by 50% – what about addressing someone informally in countries of two-level distinctions?
Predictable Revenue has defined a sales process that >95% of all SaaS companies adhere to – specialization. The main argument is ‘people do few things better’. Recently, however, more and more SaaS companies have opted back to the more traditional full-cycle sales process. This article describes the arguments of each side and tries to point the reader in the appropriate direction.
Is your sales team’s performance determined by your weakest or your strongest sales rep? The answer determines how you should go about training them. One thing is clear, a sales team’s performance is determined by the level of their manager.
Improve your playbook by looking at what is working and what is not working and causing deals to get lost.
Your culture can be anti or pro-sales, which is a key enabling factor in sales performance.
With love from Amsterdam, The Netherlands
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