Smarter Not Harder’s Post

Nobody likes dealing with churn. It’s one of the hardest challenges in business, and ignoring it only makes things worse. That’s why we created Plan2Renew. Plan2Renew sits within your Salesforce renewal opportunity, showing you how you are positioned for the renewal (your Strengths) as well as where the biggest Risks are. Each renewal opportunity has a real-time and dynamic 'Plan Risk' profile graphic, designed to give you a quick visual representation on the current predicted level of risk for your renewal opportunity. Check out our tips on how to start preventing churn, and get in touch if you’re ready to move from a reactive to a proactive approach!

The Signature Success Plan helps customers get the most value from Salesforce

You get an automated email about your renewal - It’s the first time you’ve ever heard from your AE/AM - It’s the first you’ve heard from the company since last year - It has generic messaging asking for time to discuss the renewal On a scale of 1-10 how excited are you to block 30 mins for this? 🤔 The AE wants to expand the account. I get it. But automating the renewal process misses a huge opportunity. Here’s the process I learned at Salesforce to expand customers: 1. Get the Fundamentals in Place - It’s hard to expand unhealthy customers - We need good processes to create healthy customers - This is an obvious prerequisite for everything below here 2. Identify Healthy Customers - It’s hard to identify the healthy ones without data - Identify specific usage metrics and risk signals to track 3. Segment by Industry/Company Type and Role - It’s hard to be all things to all people at once - Segment the list and focus on on type at a time - One role within one type of company 4. Research and Form a POV - Do the research and bring a point of view - Specific to the role and the type of company Anything you’d add? 🤔 I broke this down in much more detail in yesterday’s 📰 𝙍𝙚𝙫𝙊𝙥𝙨 𝙒𝙚𝙚𝙠𝙡𝙮 📰with some tangible examples of ways I worked my +300 existing customers at Salesforce and expanded them by millions of dollars of $ARR. Get it here: https://bit.ly/4g7QrKM ✌️

65% of customers expect instant answers when they call a business☎️, according to Salesforce. But what happens when they’re left waiting? They hang up. They call your competitor. They never come back. 💸 Every unanswered call is more than just lost revenue—it’s a lost customer, a missed relationship, and a hit to your reputation. Imagine this: 📞 A frustrated caller stuck listening to “Your call is important to us” for minutes on end. ⏱️ A busy customer, fed up, saying, “Forget it, I’ll just call someone else.” 💔 A loyal client, disappointed and wondering if they matter to your business. In today’s fast-paced world, customers don’t wait—they move on. Here’s the question: How many calls can your business afford to miss before the damage becomes irreversible? 💭 If this hits close to home, it might be time to rethink how your business handles calls. #CustomerExperience #CustomerSatisfaction #BusinessGrowth #VoicebotTechnology #AIForBusiness

“Counting Clicks in Action“ Have users ever sat and complained because they get lost in their screens? Have you ever had users enter inaccurate information; due to numerous steps to satisfy the customer? Have you had users bypass current processes and not use the tools they have been given?   We like to refer to the solution process as “Counting Clicks in Action”.     If you are up for increasing productivity in your group, then let’s start with the “Current State” of the process. In our scenario, the current state is as follows: A customer is having issues maintaining the calibration set on a product. Our support team sent a quote to replace the product, and the customer is thinking about the new purchase. To alert our sales team of the quote being sent to the customer, our team must create an opportunity, populate several fields, link the opportunity number to the case, and send out an email. Wow, that seems like a lot of steps to take just to keep the Sales team involved. Our team has tried to bypass the process and just send the sales team an email, still referencing the case and copy of the quote. However, this is causing the management team frustration because no one else knows about the potential win the support team has identified. The salesperson was asked to follow up on the quote but forgot because they were working out of their email and the large replacement order fell by the wayside.   Let’s look at our “Future State”!  Reducing clicks…   …to accomplish the desired behavior.   …to keep all information about a customer in one location. …to keep users engaged in passing along the information to other departments.   We are ready to assist you in “Counting Clicks in Action” for any of your current and future processes. Contact us to Make a Technology Customer Friendly in your Salesforce.com instance.  

Great advice to improve your 'Question Intelligence' from 🎺 Rory Sadler.

Perfectly written post. - Ditch the hard script for a conversation framework - Pick your discovery avenues wisely - leverage 2nd order and 3rd order Q’s to avoid sounding like an interview It only takes 2-3 uncovered impacts to secure their buy-in, but you’ll never secure their purchase without authenticity.

Sales Leaders and Sales AE- found this as an excellent reminder from Rory. We are all guilty of this and there is an art to the right amount of discovery. Prospects are pushing back more on the "discovery call". Exploration is needed but be careful on the right amount of questions upfront. Try: - Discovery through Demo. - Ask questions as you give the customer some value on what your product does/looks like. - As you build trust you will get more information. #sales leadership

Discovery fatigue is on the rise according to Gong 'But I need to fill out the MEDDICC fields on Salesforce' I hear you. We need to know XYZ to qualify an opp and guide them to the right decision. But we need to stop ❌ Asking questions you can find the answer to online ❌ Grouping questions so it feels like an interrogation ❌ Reading scripts of questions, it's no fun being on the other end of this The best-performing reps have conversations, not discovery calls. Start ✅ Asking the right questions, not just the ones you have listed ✅ Emailing before the call, asking any routine questions so you can make the best use of your time together eg "what CRM do you use?" ✅ Dig deeper into their answers before moving on to the next question - this is where you unlock the invaluable insights that can drive a deal forward ✅ Thread your questions throughout your calls and demo Mastering the art of discovery is a true skill but it's the foundation of becoming a top 1% seller How do you approach your discovery calls?