Gainsight

SEPTEMBER 27, 2023

We’ve all been in a situation where a customer’s health score doesn’t match reality. If your company is in this situation, start your health score development by focusing on more qualitative data, like CSAT or NPS. First, you need a well-defined set of Playbooks tasks, assigned to specific CSMs.

Onboarding KPIs 52

Onboarding KPIs Webinar Customer Experience Data Visualization 52

Product Management University

JULY 23, 2019

In sales situations, the goal of every product demo is to create an urgency to buy! Even in non-sales situations, you’re still trying to sell something like and idea, a plan, etc., Using Product Demo Themes to Improve Your Sales Win Rate. Related Articles. Demonstrating Solutions vs. Products.

Demo 100

Demo Transportation Workshop Presentation 100

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. The opportunity emerged out of a shift in how we practice sales. Starting a new sales team is not unlike doing improv. Have a bias toward “yes”.

Weak Development Team 171

Weak Development Team Customer Experience User Testing Customer Feedback 171

Userpilot

DECEMBER 21, 2022

RFM analysis is a user segmentation tool used in sales and marketing for targeted customer engagement. Build a playbook detailing your outcomes for each segment and your engagement strategy. For sales or marketing teams , the frequency of interactions will be how often the customer makes a purchase within a period of time.

Analytic Tools 95

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 95

Product Management University

JULY 25, 2018

Product presentations and demos can be the determining factor in winning or losing a sale. ” Think back to a sale you lost when you clearly had the superior solution, or a sale you won when you clearly didn’t. .” The Playbook: Stop Leading With “We” and Start Leading With “You.”

Demo 113

Demo Presentation Differentiation Positioning 113

Business of Software Conference

AUGUST 10, 2023

Moving on from founder-led sales to a more repeatable and scalable process is a common challenge in software and SaaS but vital to the long term success of a business. Here’s how Autobooks made the leap from founder-led sales. If you can relate to the situation, read on. If that wasn’t in place, sales people would just drown.

White Paper 52

White Paper User Testing Demo Customer Experience 52

Sachin Rekhi

NOVEMBER 28, 2023

Rob Fitzpatrick has written the definitive playbook on how to ask questions in customer conversations to ensure they can't like to you. The challenge with this question is we are asking for an opinion on an hypothetical situation from someone who is likely to be overly optimistic and want to make us happy.

User Testing 78

User Testing Customer Feedback Product Research Customer Experience 78

Intercom, Inc.

JULY 30, 2018

In sales, there’s one number we obsess over – our quota. As an Inbound Sales Development Rep, I face the challenge of not having any control over the leads that get passed to me. Most models for SDR compensation require sales opportunities to reach a certain stage before they count toward an SDR’s quota. Set the right pace.

Inbound 157

Inbound Strategy Outbound User Testing 157

Business of Software Conference

JUNE 28, 2021

This means that: Customers are starting to want API & microservices level options Simon sees the value in potentially building a set of developer tools/services to give customers more power and potentially become a more developer-led instead of sales-led business. What are the trade-offs? Tactical Decisions.

Customer Experience 66

Customer Experience Vision Startups Events 66

Gainsight

NOVEMBER 4, 2020

When these situations happen, customer relationships can quickly become a churn hazard. That way, you can know all the right contacts to engage in specific situations. . These account insights can be valuable assets for sales, executives, or anyone else engaging with customer stakeholders.

Data Visualization 52

Data Visualization Customer Feedback Management Management 52

Business of Software Conference

JUNE 25, 2021

This allows you — the entrepreneur or innovator — to truly understand the “job” that the customer is attempting to get “done” in a particular situation. By understanding the job the milkshake was being hired for in this situation it became easier for the company to speak directly to their customers’ needs.

Framework 64

Framework Research Software User Testing Customer Feedback 64

Intercom, Inc.

JULY 29, 2021

Well, at the beginning of 2020, no one had the playbook for that. In fact, in some form or another, he’s been working in sales for most of his career. Building a great sales team: How Intercom fosters and maintains its sales culture. I’ve been about 15 years in sales and about 10 years in SaaS sales.

Feedback Software 223

Feedback Software Reporting Tools Customer Experience Weak Development Team 223

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. Despite that value, however, there’s a drawback – a lack of formal sales training and sales process can seriously undermine those initial efforts. Put a well-defined sales process in place.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Intercom, Inc.

APRIL 20, 2021

In this kind of situation, it can be difficult for support managers to find the necessary time to make long-term, strategic improvements on top of everything else, particularly when the status quo is still “good enough”. There’s no specific playbook; the key thing is to look for skills, not titles. Customer success?

Data Visualization 156

Data Visualization User Friction Customer Experience User Testing 156

Gainsight

FEBRUARY 21, 2020

But from our observations, the majority of CSM growth is coming in established companies that realize they need a new team focused on proactive customer adoption and outcomes, in parallel to existing customer-facing teams like Sales, Account Management, Renewals, Professional Services, and Support. Figuring out role clarity. Scaling CS.

Data Visualization 82

Data Visualization Onboarding KPIs Customer Experience Consulting 82

Gainsight

MAY 7, 2020

Given that retaining customers is more important than ever , your Customer Success teams are likely in situation #3 – doing more with the same or less. And the follow-up should be part of the overall system of playbooks for CSMs. post-case, post-sale, post-onboarding, NPS) and analysis into Gainsight.

Analytic Tools 59

Analytic Tools Customer Communications Feedback Software Customer Experience 59

The Accidental Product Manager

AUGUST 28, 2023

That news follows a round of layoffs earlier this year, when the company tried to deal with its situation by cutting a third of its 3,000 staff. These cuts come amid regulatory crackdowns on flavored e-cigarettes and a sharp decline in Juul’s sales. An investment like this would look good on anyone’s product manager resume.

Product Management 65

Product Management Product Manager Government Technical Review 65

Gainsight

SEPTEMBER 29, 2021

There has to be a designed playbook for CSMs to address these issues and provide a path to mitigate escalations for each incident. Believe it or not, Sales is very much a partner in the communication path. Aligning with Sales on these motions will help close the deal. That includes reading people in every situation.

Reporting Tools 59

Reporting Tools Data Visualization Analytic Tools Feedback Software 59

Product Innovation Educators

JULY 11, 2022

He is now the co-founder and CEO of Boulevard, which provides a SaaS platform for spas and salons to increase sales, in part by increasing client bookings and decreasing no-shows. It was a no-win situation for business owners. I’m eager to hear how Matt has made this happen. We try to automate as much of the mundane as possible.

Research Software 100

Research Software Feedback Software Reporting Tools User Testing 100

ProductPlan

JULY 27, 2023

The jobs-to-be-done framework provides a playbook for uncovering your customers goal without blindly delivering a bunch of extraneous features. The JTBD approach to discovery The JTBD approach to discovery involves digging into your customer’s actual experiences rather than asking them to guess what they may do in hypothetical situations.

Research Software 63

Research Software Framework Customer Experience Product Research 63

Under 10 Consulting

DECEMBER 28, 2019

You can probably find some customer documentation and help screens, release notes, product plans, sales and conference presentations, white papers and ebooks, and sales enablement tools. Go on some sales calls. When you’re on a customer visit with your sales team, you’ll hear how the product is being sold—right or wrong.

Technical Review 52

Technical Review White Paper Reporting Tools Product Management 52

Gainsight

JULY 16, 2020

While still based in his hometown of London in the mid-2000s, Ross established and led both presales and post-sales strategy for a £ 250m ($500m) gain share revenue model business for Computacenter, Europe’s largest technology services company. . Incentives should be aligned with other revenue-generating functions, like Sales.

B2B 52

B2B Customer Experience Technology Data Visualization 52

Gainsight

MARCH 26, 2020

Use the current situation as a chance to reset with your customer. Standardize Your Playbook For Negotiating. How can you maximize terms that create “win-win” situations for the client and you. If new sales are slow, can you have Account Executives rotate into Customer Success Management for a while?

Reporting Tools 90

Reporting Tools Data Visualization Customer Experience Healthcare 90

Product Management University

APRIL 15, 2020

Situational Competitive Battle Cards: Why Sales Loves Them! Product Management Playbook. What to Do When Customer Priorities Have Been Thrown into a Tailspin! Is It Easier to Position Products You Haven’t Built Yet? Three Ways Product Management Can Improve Its Reputation & Influence. WEBINAR: April 23rd, 1:00 ET.

B2B 26

B2B Magazine Product Management Product Manager 26

ProductPlan

JULY 27, 2023

The jobs-to-be-done framework provides a playbook for uncovering your customers goal without blindly delivering a bunch of extraneous features. The JTBD approach to discovery The JTBD approach to discovery involves digging into your customer’s actual experiences rather than asking them to guess what they may do in hypothetical situations.

Research Software 40

Research Software Framework Customer Experience Product Research 40

ProductPlan

JULY 30, 2021

They bring in some of their assistants, put individual contributors into new roles, and utilize their terminology and playbook, giving them an outsized effect on the entire organization. What matters most here is breaking down silos , playing to people’s strengths to help them grow, and the flexibility to adapt to the situation at hand.

Leadership 80

Leadership User Testing Customer Experience Product Research 80

Andrew Chen

OCTOBER 31, 2016

Growth is an emerging field, and there’s hardly a playbook on how to ace your growth interview (whichever side of the table you’re on), and yet hiring and team could be the most important “growth hack” of all. Growth is a critical role but not one that hiring teams can succinctly test for. And on Culture.

User Testing 92

User Testing Weak Development Team Technical Advisors Analytic Tools 92

Usersnap

JUNE 30, 2022

Customer acquisition, expansion, conversion, and retention are product-driven instead of sales-driven. Are you using a sales-led or product-led growth method? Sales-led growth, however, is driven by the sales process. What is the best tactic to use in today’s fast-paced market? What’s the difference between the two?

Feedback Software 52

Feedback Software Research Software Analytic Tools User Testing 52

Business of Software Conference

JULY 7, 2021

In this guest post Paul Kenny (founder of Ocean Learning and long time BoS participant and speaker) argues that software and SaaS “proven sales playbooks” are BS. Over that time, we have become much more sophisticated in collecting and analysing sales data. “ Proven Sales Playbooks are BS.”

Research Software 69

Research Software Technical Advisors Customer Experience Data Visualization 69

Gainsight

SEPTEMBER 24, 2019

The first step in building a sponsor change playbook is understanding who the people are in your customer and how they relate to your company and to each other. If you’ve been through a sponsor change situation, you know you’re never the first person to know. That means building out a playbook. Identify contacts.

Data Visualization 12

Data Visualization Customer Communications Customer Feedback Customer Experience 12

Product Management University

JUNE 22, 2021

What are some easy ways to improve sales effectiveness? Here are three areas in which you can improve sales effectiveness that are relatively quick and easy. 5 Plays Every Sales Playbook Should Have. Situational Competitive Battle Cards: Why Sales Loves Them! Discovery & Qualification. Negotiations. .

Product Research 130

Product Research Differentiation Presentation Naming 130

Intercom, Inc.

SEPTEMBER 19, 2019

This is the recipe for a mediocre sales team. On this week’s episode, I caught up with Steli to chat all things sales. It’s a timely conversation for us, coming hot on the heels of the release of our book Intercom on Sales last month and Steli’s own book The 2020 Startup Sales Playbook this week.

Weak Development Team 184

Weak Development Team Customer Experience Startups Reporting Tools 184

Intercom, Inc.

APRIL 4, 2019

The fastest growing software companies in recent years all have something in common – they started with little to no sales team. But even for companies with this early viral growth, there comes a point in time when this organic growth needs to be supplemented with formal sales. Yes, Slack started off with no sales team.

Weak Development Team 162

Weak Development Team Outbound User Testing Research Software 162

Mind the Product

JULY 19, 2018

Lean Product Playbook author Dan Olsen broke down a concept that tends to be oversimplified – product/market fit. Ethics can be simpler to understand in situations that are life and death, but can be much harder in areas where the consequences aren’t so black and white. Unlocking Product-Market Fit.

User Testing 19

User Testing Product Research Weak Development Team Research Software 19

Business of Software Conference

NOVEMBER 30, 2023

There’s no perfect playbook laying out all the right turns to take and potholes to avoid. Long story short, Shah left the company and built the application, and later entered into a partnership with them, where they agreed to split the revenue from the application’s sales. Starting any business is hard.

Customer Experience 52

Customer Experience User Friction User Testing Enterprise 52

Userpilot

JULY 30, 2022

Build automated flows which launch based on the context, and make sure to carefully choose which UI pattern makes sense depending on the situation (i.e. Choose the right customer success playbook for the complexity of your product, and offer in-app support options so customers can solve their own problems. What is user onboarding?

Onboarding KPIs 92

Onboarding KPIs User Testing Customer Experience Customer Feedback 92

Gainsight

OCTOBER 22, 2020

In the current, increasingly complex economic situation, many CFOs , and others in the organization are reviewing key metrics—particularly Cost of Retention and Customer Acquisition Cost. According to research , a modest bump of 5% improvement in retention can result in anywhere from 25% – 95% increase in profits.

Research Software 59

Research Software Reporting Tools User Testing Customer Experience 59