B2B Marketing Data vendor Clearbit partnered with Revenue Operations Platform Clari to deliver enriched contacts into CRMs. Clari identifies external contacts from emails and meeting activity, helping fill out the buying committee. According to Clari, only 30% of sales-engaged contacts are entered into the CRM. By automating the contact identification process, sales reps have a clearer view of the full demand unit, allowing them to target messaging by function and recognize potential gaps in their knowledge of the buying committee.
By expanding knowledge of the demand unit, Clari can identify the broader set of decision-makers and reduce deal risk through multi-threaded relationship building. Relying on one or two contacts has multiple risks:
The sales rep may not be messaging to the full demand unit
Their point of contact may be sidelined or leave the firm
Multiple points of contact may be set up dealing with different vendors, each providing a siloed perspective on the deal.
Post-sale, if users and administrators weren’t involved in the decision, adoption rates might be low, leading to higher churn rates.
The project champion may depart before renewal, forcing the rep to scramble to re-establish relationships at renewal time.
The expanded knowledge also helps marketing teams identify the key personas involved in deals and customize content and messaging.
“Now all the contacts that showed up for a sales meeting, even the ones that were added to the invite by the prospect, are automatically associated with the opportunity without your rep needing to lift a finger.”
Clari Marketing Programs Manager Maggie Kullman
Clearbit enriches the contacts with title, job function, and level. Firmographic and technographic details are also appended.
“As budgets get tighter and operating plans are reworked, having your prospects’ finance team involved early on is critical to accelerating the deal toward close,” wrote Clari Marketing Programs Manager Maggie Kullman. “With the combination of Clari, Clearbit, and a little bit of automation, you can trigger an update to an opportunity field any time a CFO gets added to a meeting with the sales rep. Now you can easily track which of your deals are missing a critical decision-maker and take actions to drive that relationship.”
Demand Units are a term coined by SiriusDecisions a few years ago when they updated their Demand Waterfall model for B2B sales and marketing. Each opportunity is associated with a set of decision-makers (e.g. technical, financial, functional directors) and influencers (e.g. users, admins). Demand Unit discovery is still in the early stages of development, but looking at email headers, out of office messages, and meeting attendees is a promising approach for organically identifying buying committee members.
Sales Engagement vendor Outreach presented its 2020 product roadmap at its Unleash virtual conference. The most compelling announcement was Kaia, its voice-enabled sales assistant that works alongside sales reps during video calls to record, transcribe, and deliver real-time assistance. Other new capabilities include Sequence Intent Reporting, Outreach Voice Connectors, and Bombora Intent Scores.
“I’ve been waiting five years for Outreach Kaia. This is the most powerful tool to be introduced in the sales industry in a long time, and we are very excited to be bringing the next generation of sales technology to life,” crowed Outreach CEO Manny Medina, who demoed the digital assistant during his keynote. “Now more than ever, sales teams need Outreach Kaia — especially when so many of them are working remotely. Outreach Kaia’s ability to surface real-time information exactly when a sales rep needs it during a live conversation is powerful.”
“Imagine you’re on a sales call, and someone asks you a question about your product or your competitor’s pricing, and you don’t know the answer. Well, Outreach Kaia will automatically pull up the information you need – in real-time. This level of intelligent assistance will make sales teams productive immediately. Outreach already drives a nearly 5x return for our customers. Now, with Outreach Kaia, we expect that ROI to soar.”
Outreach CEO Manny Medina
Kaia (Knowledge AIAssistant) delivers guided engagement for sales reps. At the outset, reps are shown meeting and attendee information. Tabs provide additional details on the account and opportunity, providing a quick pre-meeting review opportunity. As the call gets underway, real-time transcription and analysis take place so that reps do not need to jot many notes during the call. At any point, the rep can set a bookmark or add a short note. As the note is stored in context, it might only require a word or two (e.g. Roadblock, Budget).
Kaia both records and analyzes the discussion, providing in-line prompts to the rep, such as a quick overview of a third-party mentioned during the call, short answers to technical and product questions, or objection handling tips. The answers and objection handling are customer-defined, ensuring that company-specific details are displayed on a just-in-time basis. Not only does each content card provide a technical and product backstop for new sales reps, but it allows experienced reps to speak with confidence on more technical details or dynamic topics from which they might shy away.
Content and people cards are trackable, “so managers can see which cards produce the best results and scale these insights across their teams,” wrote Product Storyteller Sunny Bjerk.
Kaia also notes action items during the call, again relieving reps of note-taking duties. After the call, a summary is emailed to the rep with a set of action items, bookmarks, notes, and attendees. The rep can then customize the document and share it with other stakeholders.
Kaia is displayed as a meeting participant, with attendees alerted at the beginning of the call that is it being recorded. Transcripts and recordings are “securely stored within Outreach, which has enterprise-grade security measures already in place.” Transcripts are available for training or review after the call.
Outreach Kaia is available for Early Access Signup for the summer 2020 beta and will be generally available in late 2020. It is currently available for Zoom video conferencing with additional video partners in development.
CEO Manny Medina used his Outreach Unleash virtual conference, which was rescheduled from an early April live event, to inspire and motivate leaders to pivot their businesses. Noting that his company nearly failed before finding value in some internal sales engagement tools that saved his company, he discussed two strategies for companies: hunkering down or pivoting. His recommendation was to pivot into new markets, products, and messaging. For most companies, their “customer’s realities have changed, and the old value proposition won’t work.”
Some will hunker down, pare employees, marketing, and spend, hoping to wait out the storm. This is a survival strategy, but it leaves the company weakened when things improve and demand returns. Hunkering down assumes that the current situation is temporary and won’t have a long-term impact on their markets. Firms that hunker down may survive, but they cede market share, ongoing product development, and an understanding of evolving market requirements. Bolder competitors continue to build their product, establish relationships, and prepare for the thaw.
There are a few companies in segments where demand is exploding. These lucky firms need to manage explosive growth around e-commerce, e-delivery, or digital services. To these firms, Outreach is asking how can we best meet your needs? But most companies do not fall into those categories.
“A lot of customers are coming to us looking for guidance on how to get through this. They want insight into how to manage their teams remotely and how to pivot their business.”
Outreach CEO Manny Medina
Medina recommends pivoting in search of new markets, products, and opportunities. Doing so requires that firms carefully analyze their skills, assets, and messaging. Firms need to “measure and iterate,” “be one with the customer,” and “act with urgency.” Sales reps and management need to be doing more check-ins with clients. The goal isn’t to be selling today, but sharing ideas, building trust, and empathetically discussing needs. Sales reps need to be disciplined and ”listen to understand, not to respond,” while management must identify new markets, personas, and messaging.
Medina views the pandemic and subsequent crisis in demand as an opportunity to grow, become more efficient, and get closer to one’s customers. In a shrinking market, the bold may not grow revenue; still, they will increase market share, investigate new opportunities, and build relationships, which will allow them to outperform when the market improves.
Outreach is “working hard to master the ability to create trusting relationships — at a distance,” said Medina. “Only two months ago, it was religion that you needed to meet someone in person to build trust – now we are doing it all over video.”
Now, COVID has given everyone an excuse to come in below their number this year. However, you have no excuse for not answering yes to the following questions.
– Did your teams become more efficient? – Did you iterate and pivot until you found a sweet spot that worked? – Did you level up your sales process to make WFH successful?
Now is the time to act on the things you CAN control. To build for the future.
Outreach CMO Max Altschuler
Internally, Medina has emphasized communications, switching from weekly emails to weekly videos and weekly office hours via Zoom. “It helps me be visible and showcase both a serious tone and an optimistic one.”
Outreach is also building loyalty amongst its staff. It has retained all of its 550 employees. To assist WFH parents, Outreach is providing $100 per week for educational materials, tutoring, tools, and supplies. Outreach has also provided additional support beyond its healthcare plan to employee families impacted by COVID-19.
Outreach chose not to apply for PPP loans even though its investors suggested they do so. The firm, however, continues to invest 40% of its revenue in product development, preparing for the next market inflection point.
Outreach also chose to continue its expansion. It opened a London EMEA office in February with plans to its first East Coast office in New York City later this year. The firm has over 400 clients headquartered in NYC, nearly ten percent of its customer base. The new office will be led by Regional VP David Rubenstein who has over fifteen years of industry experience, the past six years at Salesforce.
Sales Engagement vendor Groove secured $12 million in Series A Funding. The round was led by Level Equity and Capital One Ventures, who joined existing investors Uncork Capital and Quest Venture Partners. The round brought total investment to $16 million. Groove has roughly doubled its revenue each year, reinvesting its income into product and engineering. The San Francisco-based firm was founded in 2014.
The new funds will be deployed to “drive greater awareness of our unique market position and competitive differentiation. Sales engagement platforms consistently rank as the number one most impactful sales technology investment that a company can make, and we are poised to lead the category’s expansion with a broad range of capabilities beyond the prospecting use case.”
“Groove has grown 103% year over year on average in a largely organic way and has invested deeply in product and engineering up until this point. This funding round enables us to drive greater awareness of our unique market position and competitive differentiation. Sales engagement platforms consistently rank as the number one most impactful sales technology investment that a company can make, and we are poised to lead the category’s expansion with a broad range of capabilities beyond the prospecting use case.”
Groove CEO Chris Rothstein
Rothstein is a former Google sales manager who co-founded Groove to address the sales problems that his reps faced at Google. Rothstein then signed Google as Groove’s first client.
“We believe that sales engagement will become a multi-billion-dollar market,” said Craig Rosenberg, chief analyst of TOPO Research. “Until now, the sales engagement market has been concentrated in the tech industry and focused on the prospecting use case. Other industries don’t have sales development teams dedicated solely to prospecting, but they do have thousands of sales reps trying to engage with their customers. Successful expansion into account executives will open the enterprise market for these platforms. We are seeing this trend accelerate post-COVID-19 as companies that have been slower to adopt remote working technologies are forced to embrace digital transformation.”
Groove describes itself as “the only sales engagement platform optimized to meet the customization and security requirements of enterprise revenue teams.” While most Sales Engagement Platforms initially focused on the Sales Development Rep (SDR) and later expanded into other roles, Groove was built to increase productivity for Account Executives with an emphasis on “ease-of-use, advanced activity capture, and cross-team collaboration.” Operations managers can configure the Groove platform “to meet the complex requirements of different divisions and organizations within an enterprise.” The firm also touts its unique architecture that “ensures the highest levels of security and compliance.”
Another difference between Groove and other SEPs is its data architecture. Other firms maintain a standalone database and sync it with Salesforce, but Groove leverages Salesforce as the system of record and runs as a managed package within SFDC. Employing Salesforce as their system of record allows Groove to manage custom objects, deliver zero-latency data display and reporting, and reduce administrative work. All fields are updated in real-time. Groove emphasizes that this architecture allows firms to quickly “onboard new hires into a proven system,” which supports “deployments of any size.”
Core features include
Flows (i.e. cadences), including phone, email, SMS, Sendoso (swag), and LinkedIn SNAP (Connect and Send InMail) steps
Email templates that pull dynamic variables from all Salesforce fields. Reps may personalize emails with the platform calculating personalization percent.
Email event capture, including reply, bounce, complete, import, open, and meeting booked. Branching logic supports task creation, linked flows, stop flow, and stop all flows across the account.
An integrated click dialer supports local presence, call outcome logging, voicemail drops, call recording, and international dialing. The click dialer is available within Gmail, Microsoft 365, Salesforce, Groove, and LinkedIn Sales Navigator.
Call coaching features, including whisper, join, and listen
Inbound calls support a popup with reverse call lookup. Calls are routed to either a softphone or a mobile device.
Editable, customizable account lists which update Salesforce
Activity capture, including custom fields and objects. Firms can track the type of meeting, type of interaction, primary topic, and meeting outcome, helping managers understand “how much time they’re spending on demos versus support calls, or how many emails are cold prospecting emails versus answering questions about pricing.”
Analytics include activity reporting, account-based engagement levels, the best time of day and week for calling, and template performance.
A native meeting scheduler, which supports round-robin scheduling, calendar view links, and the option to offer specific times in emails. The scheduler supports custom field display based upon the type of meeting.
A Chrome extension that works alongside Gmail, Microsoft 365, and Salesforce. The sidebar is customized by role and allows users to click to related objects and search on all activities.
Out of Office capture with Flow pause
GDPR and CCPA compliance
Workspaces are a unique feature that allow users to build custom reports with flexible report selects and custom fields. Workspaces may be shared with colleagues and support task assignments. Groove describes the functionality as a dynamic worksheet with Salesforce data.
Because it is native to Salesforce, Groove can integrate with over 7.5 million applications via the Salesforce AppExchange. Additional direct partners include LinkedIn, Sendoso, Gong, Chorus, Vidyard, and HighSpot.
At some customers, Groove is deployed alongside Outreach, with Groove supporting Account Execs, Customer Success, and Business Development and Outreach deployed for SDRs.
Groove supports all revenue and customer success functions.
For a Series A funded Sales Engagement Platform, Groove provides a deep set of functionality and configurability; however, there are a few gaps. While the service offers many of the key partners supported by other vendors, integrations are primarily available through the Salesforce AppExchange. Groove does not provide any sales intelligence partners for lead generation or data enrichment. A power dialer for SDRs and a mobile app are also missing, though their platform is mobile responsive. Finally, Groove does not support AI-driven lead prioritization or next best actions, but it does have other AI-based capabilities.
Groove caught the attention of Capital One Ventures after it was successfully rolled out to Capital One field sales reps “while providing sales leadership with real-time visibility into their daily sales activities and performance.” Other business lines subsequently adopted the platform as a result of its initial success.
“When evaluating Groove as an investment, we felt that the company was poised to be the clear category winner. The sales engagement space is thriving right now, and Groove’s focus on supporting sophisticated AE use-cases and complex enterprise environments is setting them apart from the rest of the pack. As enterprises in new industries continue to adopt sales engagement platforms to make their revenue teams more productive, they will quickly see the unique advantages that Groove offers in terms of internal adoption, customization, and security.”
George McCulloch, Co-CEO, Level Equity
Groove has over 450 clients, including Google, Uber, Capital One, Atlassian, BBVA, and Veola Water. Over 50,000 sales, marketing, and customer success professionals use the Groove platform, with the average installation supporting 88 users. Core segments include Internet Services and Software, Financial Services, Education, Media, Manufacturing, and Professional Services. 17% of Groove’s revenue is derived from international clients.
Pricing is on a per-seat basis and runs $110 per user for all applications. Clients may also purchase seats by function with a subset of features at a lower per-seat price.
Groove was also one of 395 companies to make Inc.’s Top Places to Work list. The firm scored 100% on employee engagement. Groove also made the 2019 Inc. 5000 list, ranking #407.
“While Groove is in the business of helping sales and customer-facing teams drive more revenue, productivity, and customer satisfaction, we are equally committed to fostering a culture where employees feel supported, challenged, and fulfilled,“ said CEO Chris Rothstein.
Groove continues to list over twenty open jobs across product development, engineering, sales, and customer support.
Continuing my conversation with Sunshine Levin (Part I), Director of Customer and Analyst Relations at SalesLoft. One of the key features of Sales Engagement Platforms is cadences (aka sequences) which automate a set of outbound, multi-channel communications and monitor the response.
Because cadences are automated, reps do not need to schedule most tasks. Instead, next steps are automatically tracked, and current activity is recorded and synced with Salesforce. Furthermore, SEPs monitor response rates and support A/B testing. Levin recommends that admins review reports and dashboards to determine changes in the efficacy of tactics and messaging.
Another benefit of activity tracking concerns management visibility into sales rep activity and prospect engagement. In the current environment, where family members may be ill, and children are at home, managers need to be sensitive to each rep’s situation and not focus on traditional productivity metrics. To assist with planning, SalesLoft offers prioritization tools such as Hot Leads and a Pipeline View, their newly introduced, native offering resulting from the recently acquired Costello solution:
“For Salesforce users, SalesLoft Deals can give you a holistic view of everything that matters when managing a deal. Within SalesLoft Deals, Pipeline View will help your team prevent opportunities from slipping through the cracks, while Deal View can facilitate coaching and strategy conversations about opportunities during one-on-ones. Finally, keep an eye on deal health by reviewing Deal Gaps to identify opportunities that may be slipping and what you should do to get deals back on track.”
Live Call Studio and Conversation Intelligence allows managers and trainers to listen in on sales calls, whisper suggestions to the rep, and join calls. These tools are particularly valuable for new reps that may have had little face-to-face training before offices were closed and for target accounts where reps are looking for additional assistance on major deals. Calls may be recorded, transcribed, and analyzed, providing a basis for call post-mortems and training. Automated indexing allows reps and managers to review critical points (e.g. Next Steps, Pricing, Competitors) afterward. Analytics also assess engagement (was it a true back and forth or a few comments with long monologues) and calculate the frequency of filler words. Playlists provide a library of sales best practices, allowing new hires to listen to snippets around product, pricing, competition, objection handling, etc. Should a rep have difficulties on a topic, she can forward a conversational snippet to the appropriate expert or subject owner (e.g. manager, product marketing, customer support) for feedback. Conversational snippets present the voice of the customer to the subject matter expert, providing an unfiltered view of the question or concern.
Leaderboards help encourage healthy rivalry between reps.
SalesLoft noted that home Wi-Fi connections could be spotty, so reps may need to connect through their router directly. A second option is to set up call passthrough where the call is initiated from a mobile app or the browser and is handled as a mobile or landline call. Call passthrough provides an alternate, higher quality channel while recording both sales activity and conversational intelligence.
SalesLoft’s platform has matured from a Cadence service to SDRs to a broader sales engagement platform that supports account execs, customer success managers, and WFH use cases. The core cadence feature set is now accompanied by conversational intelligence, enhanced analytics, and deal management tools buttressed by a growing ecosystem of application partners.
I had the opportunity to discuss the benefits of using Sales Engagement Platforms (SEPs) for work from home (WFH) staff with Sunshine Levin of SalesLoft. Levin emphasized that many Sales Engagement tools assist remote sales reps and managers. SEPs help with sales productivity, activity and account prioritization, sales messaging, activity capture, pipeline analytics, and rep coaching.
Levin was recently promoted to Director of Customer and Analyst Relations and had expected to be discussing SalesLoft’s new product positioning and product packaging at their March REV2020 conference. Instead of greeting 2000 customers and prospects in San Francisco, the firm conducted its keynote session virtually and is now communicating their value proposition in a new work environment.
At the heart of Sales Engagement Platforms are multi-channel cadences that provide a multi-step approach to establishing an initial relationship with prospects. Reps are not only working from home but so are most of their likely targets. Thus, cadences and messaging should be adjusted in the near-term. Reaching out to prospects via standard channels is likely to be low yield due to WFH, so diversifying communications across multiple channels such as phone, email, social, SMS, and tactile (swag and e-gifting) make sense.
Also, with prospects at home feeling isolated, personalized one-to-one videos are likely to be even more effective. Reps can insert personal videos into emails or social links. SalesLoft research indicates that videos from Vidyard, Videolicious, and VidGrid generate two to three times the email open rates versus general emails.
While Sales Engagement Platforms offer templated emails, they are more effective if personalized. SalesLoft’s research found that 20% personalization is optimal. Personalization helps refine the message for each client and conveys authenticity. It also allows reps to modify their messaging around the current work, health, and economic environment.
SalesLoft, along with many of its peers, offers LinkedIn SNAP connectors, which are integrated into cadences. Reps can send InMails, request connections, submit introduction requests, and conduct research from within SEPs and CRMs.
“LinkedIn-specific steps help salespeople stay focused, do less application switching, and deliver a better sales experience.”
Sunshine Levin, SalesLoft Director of Customer and Analyst Relations
SalesLoft now supports LinkedIn’s Data Validation Flag, which warns users that a contact is no longer at a company listed in the CRM. If the company differs between LinkedIn and the CRM, a “Not at Company Flag” is written to the CRM. The flag is displayed to the rep and available as a trigger for contact clean-ups and removal from marketing campaigns. SalesLoft automation rules can then trigger workflows based on whether a buying committee member has left or whether an admin or champion at a customer has changed jobs. These insights help reps evaluate whether an opportunity may be in jeopardy, the likelihood of closing this quarter pushed out, or they need to move quickly to identify new buying committee members or champions.
“Customers leveraging LinkedIn Sales Navigator Data Validation are now able to use real-time insights to influence critical workflows when their prospects and customers change jobs,” said SalesLoft CMO Sydney Sloan. “Ultimately, this saves time spent reviewing customer data manually, and it will increase the quality of all opportunities as salespeople progress through the buying cycle.”
Conversation Intelligence vendor Gong announced the availability of Deal Intelligence, their new AI-driven insights service that provides a “clear, up-to-date view” of deal status, recent interactions, and at-risk deals. Deal Intelligence also helps sales managers provide targeted coaching and assess pipeline activity.
Intelligence allows us to do quicker pipeline inspections and validate with a
third party that we really are where we say we are in the process,” said Armen
Zildjian, VP of Sales at Drift. “It is not to micromanage but to continue
to coach and give reps the next best step with the customer, so we really can
rely on that business.”
Deal Board: Quickly understand which deals are healthy and which require immediate attention.
Deal Warnings: Spot warning signs such as a lack of recent activity and close date in the past. Planned warnings include no future calls scheduled and no decision-maker involved.
Account Page: Centralizes deal-related interactions across email, web conference, and phone to proactively identify risks and review conversations
Engagement Map: Ensures that a deal is multi-threaded and that reps are engaged with the right people in the right way.
“Consider what can be done when you have every phone call, email, and customer interaction automatically captured and the ability to analyze those interactions. It will allow organizations to get a sharper picture of prospect intent and where an account is in the sales process.”
TOPO Sales Analyst Dan Gottlieb
Pipeline Analytics and deal risk are an emerging category of sales analytics. Firms such as Gong, Costello (recently acquired by SalesLoft), and Clari provide a single-pane view for identifying deal risk, assessing multi-threaded engagement, and conducting pipeline reviews.
Intelligence is available to all current customers as part of their core
offering. Admins must turn on email sync from popular clients such as G
Suite and Microsoft 365. Sales Engagement partners include SalesLoft,
Outreach, Groove, and Xant.
Intelligence is view-only and does not support Opportunity record updating.
CRM sync is a planned feature.
supports a broad set of conferencing and dialing tools, including Zoom,
UberConference, BlueJeans, WebEx, GoToMeeting, Join.Me, RingCentral, Dialpad,
Amazon Connect, Google Meet, and Skype.
does not publish any pricing and simply states that pricing is based upon “how
many recorded reps you have,” not the number of listeners.
AI-powered sales engagement service ScaleX.AI announced the availability of SocialFlow, which leverages employee networks for warm introductions at target buyer personas. According to ScaleX, most firms use only 3% of their employees’ professional networks. Social Flow unlocks the remaining 97% of connections for generating warm introductions.
“Successful outbound requires a perfect mix of quality and quantity. With the launch of SocialFlow, we’re further enhancing the quality that our clients have come to expect. This is truly the first-ever AI for Social Selling engine on the market today!”
ScaleX CEO Chad Burmeister
virtual BDR automates social outreach in parallel to phone and email. Once
one of these channels makes a connection, the other channels are halted.
ScaleX features include
Social & Email Automated Cadences
Agent-assisted power dialing
Social & Email templates with proven conversions
Leads from Zoominfo, DiscoverOrg, Lead411, and SalesIntel at a monthly rate vs. an annual commitment
Digital paid ads optimized for impressions
positions itself as an automated BDR at a lower cost than direct sales
staff. The firm describes its ideal customer as “companies who
either can’t afford to hire a full-time SDR or BDR (Sales or Business
Development Representative) or companies who want to augment their in-house
sales team with outsourced Virtual BDRs that are 7-10X more productive.”
ScaleX Virtual BDR (BDR as a Service) starts at $3,000 per month for data and
digital outreach, and $7,000/month for data + digital (email, social, paid-ads)
+ data. Monthly outbound communications include around 3,000 emails per
month, 3,000 social sales activities, thousands of impressions, and 3,000
cited research by one of their Board members that the SDR function grew 500
percent from 2012 to 2017 and another 80-90 percent in 2017-2019. Burmeister
questions how long SDR employment growth will last before automation improves
the efficiency and effectiveness of SDRs, causing the role to plateau, and
was originally called Sales Hack, but they changed their name when Outreach
acquired Sales Hacker.
I had four tradeshows canceled this month and next. They were opportunities for me to meet with customers and prospects (and conduct research for my industry newsletters). At this point, I’m assuming that at least two more will fall by the wayside in H1. I’m sure many of you are in a similar boat. Your marketing calendar is in a shambles, your field and inside sales reps are cloistered at home, and you are uncertain about how to manage remote workers.
Here are some ideas about how to retain momentum and deploy technology to mitigate pipeline and operational risks:
If you haven’t deployed video widely across your workforce, due so ASAP. Vendors such as Zoom, WebEx, BlueJeans, Join.Me, and GoToMeeting provide reliable video conferencing solutions for multi-party meetings, demos, and document sharing. Video Meetings are a do not pass Go, donot collect $200 requirement. Every customer-facing, development, management, and planning employee should be able to join meetings from home or the office.
Setup scheduled video meetings for the next three months so they are blocked out on team calendars. This could be a 15-minute corporate call every few weeks, weekly team calls, and one-on-ones. Standing meetings should all be web-based. Office-based employees are going to feel disconnected socially, so build in some social fun at the team level (e.g. recognizing birthdays and work anniversaries, celebrating wins and releases, etc.)
I would also build training time into video meetings. It shouldn’t be all top-down. Give your staff the opportunity to cross-train peers. A sales rep could discuss her latest victory with lessons learned or provide insights into a target vertical. Marketing can review the latest product positioning and new collateral. Product Management can train on new products, review the product roadmap, and discuss the competitive landscape. The goal is to provide training, communications, coordination, and social interaction.
Record meetings and make them available to those who miss meetings with Slack or Team links. Expect that meetings will be missed due to illness, parenting requirements, and meeting conflicts.
As event marketing is off the table, marketers will need to be flexible in how they deploy their budgets. For those that planned on hosting events, they should at least proceed with their Keynote as a webinar. For H2, a roadshow in September or October can be planned, but mitigate risk in your contracting and through joint shows (shared cost and risk).
Marketers will need to deploy or expand their use of other channels including webinars, press releases, analyst outreach, blogging, social, and video. Direct mail is problematic as prospects are likely to be working from home, but e-gifting is a viable option. Look at e-gifting vendors that are supported by your Sales Engagement platform (e.g. Sendoso, PFL, Alyce)
Here is an opportunity to test additional channels and provide your event marketing team with some cross-channel development.
Canceled shows are also a reason for re-engagement campaigns. You can restart the marketing nurture process with a message around “not being able to talk to you this season.” Keep the message short and serious. You don’t know if your prospect is worried about his or her job, family members, or personal health. Also, don’t appear to be taking advantage of the situation. Be empathetic, not opportunistic.
Also, make sure to reschedule meetings from those cancelled conferences. These are likely to be phone or video calls, but reps and executives should reconfirm calls now.
Once you have standardized meetings, make sure they are recorded and transcribed. This is particularly true for sales meetings. Conversation Intelligence vendors such as Gong, ExecVision, and Chorus record calls, transcribe them, and perform NLP/AI processing on the conversations. Conversation Intelligence allows sales reps to be more present during calls as they no longer need to focus on note-taking.
Transcriptions and analytics have multiple benefits:
Sales Reps can quickly review calls and return to key topics and issues (e.g. pricing, next steps).
Sales Managers can review calls related to accounts and opportunities at risk to provide coaching tips to reps.
Analytics identify both the strengths and weaknesses of reps versus their peers. They also flag missed actions (e.g. discussing next steps), customer concerns, and competitors. To assist with training and opportunity scoring, Conversation Intelligence vendors identify filler word frequency, monologue length, and conversational engagement.
Reps can forward snippets to peers for questions and help. If there is a question about a bug or support issue, the snippet can be forwarded to support personnel for an update. If a sales rep feels that they handled a question or issue poorly, a snippet can be forwarded to sales management or training for advice on how to better handle the issue next time. Snippets allow peers to hear the voice of the customer.
Snippets can be stored in a library for training purposes. These would include exemplars for objection handling, competitor parrying, value discussions, etc.
Product Managers can perform bulk analysis of sales calls to identify requested features, competitor discussions, and product issues. Vendors allow for keyword customization and analytics.
Sales Cadences, also called sequences, are at the core of Sales Engagement. Cadences set up a structured set of multi-channel outbound communications supported by email templates, dialers, social, and SMS text. Cadences improve sales efficiency by eliminating follow up tasks, recording activities to CRMs, and deploying A/B tested content (emails, attachments, cadences, call scripts). While most commonly used for SDR outreach, cadences can also be used for meeting reminders, setting up quarterly account reviews, and training follow up.
SEP vendors understand that authenticity is the key to sales success. Simply blasting mindless emails at prospects is futile. Cadences can be customized by target role, industry, company size, technographics, and stage in the buyer journey. Furthermore, reps are expected to personalize emails before sending them out (SalesLoft says 20% is the optimal level). Most of the vendors now support 1-1 embedded videos from Vidyard, Hippo Video, or Videolicious.
SEP Vendors also provide a deep set of analytics. Initially, these focused on communication efficacy (e.g. open and click-through rates, best time of day to call), but now analytics assess conversations, call out deal risks, prioritize accounts, and suggest next best actions.
SEPs are now commonly deployed amongst SDRs and Inside Sales, but may still be foreign to field sales reps; however, field sales reps will be operating more like inside sales reps for the next quarter, so deploying SEPs to field sales makes sense.
Beyond outbound communications, SEP vendors are beginning to support meeting management (setting up calls), conversational intelligence, and opportunity management. SalesLoft and Outreach are the farthest along in supporting these emerging feature sets. SalesLoft acquired and integrated NoteNinja (meeting management) and Costello (opportunity management) into its platform.
SEP Vendors have taken two approaches to partnering. SalesLoft, Outreach, and Xant have partner App Directories while the other vendors integrate key vendors (e.g. Vidyard, LinkedIn Sales Navigator, Zoominfo) into their offerings without a formal partner ecosystem directory.
For B2B sales, there is no social platform more trusted than LinkedIn. Sales reps can leverage their networks by sharing marketing content (they should include some comments of their own) as well as writing their own content.
LinkedIn also offers an excellent Sales Intelligence product called Sales Navigator. It is available as both a desktop and mobile solution and provides additional communications channels:
InMail: An outbound email alternative, InMail allows you to message prospects for whom you lack emails and direct dial numbers.
Chat: A quick short-message way to keep in contact with members of the buying committee. It is also useful for quick reach out after establishing a LinkedIn connection with a prospect or to send a quick, congratulatory note. Chat messages are retained archivally, providing a conversational log. I have had success providing my Calendly link with initial chats, providing a mechanism for new connections to easily schedule a call (my Calendly includes my video meeting details so there is little friction).
Smart Links: Forward one or multiple attachments to a prospect via social, InMail, or email. Viewing and forwarding are tracked by LinkedIn, helping reps know which content was viewed and when. Forward tracking helps expand their understanding of the buying committee. Smart Links maintain corporate branding.
Sales Navigator provides several other high-value features:
SNAP connectors display LinkedIn content and Navigator functionality (e.g. icebreakers, mini-profiles, InMail) within Sales Engagement Platforms, CRMs, and other enterprise software.
TeamLinks allow you to leverage co-worker relationships for reaching out to prospects.
Build a List lets reps assemble Lead (contact) and Account lists within Sales Navigator. Lead and Account lists may also be synced from the CRM, allowing reps to track news and updates about key companies and contacts. While LinkedIn does not permit upload of account and contact data, they make exceptions for notes, tags, and messages entered by the rep in Sales Navigator. They also just added a thin record upload of contacts to CRM and the ability to flag execs that have left a company.
List Sharing — After building a list, users may share them with co-workers who have Sales Navigator licenses.
Sales Navigator can be a bit pricey, so running a test amongst your inside sales and field sales reps makes sense, particularly if you are concerned about H1 pipeline delays. Given the difficulty of reaching anybody by phone (made worse by prospects working at home) or email, adding additional sales communications channels is well worth testing out.
There are other LinkedIn services worth investigating or trialing. LinkedIn Marketing supports highly targeted B2B campaigns. Unlike other platforms, LinkedIn can target by company, job function, level, industry, geography, and education. LinkedIn provides campaign metrics and allows marketers to set daily budgets. Both CPM and CPC pricing are available. Pricing is based upon second-best auctions (you pay 1 cent above the second best bid price).
For larger companies, LinkedIn Elevate should also be considered, particularly with remote workers. Elevate provides a curated feed of content to company employees for social media distribution (e.g. LinkedIn, Twitter, and Facebook). Elevate amplifies corporate messaging and reduces the level of effort for sales reps and other employees to share content through social networks.
LinkedIn Learning is offering sixteen courses at no charge covering topics related to working from home, remote management, tools, and mindset.
“In the coming days, we will make 16 LinkedIn Learning courses available for free including tips on how to: stay productive, build relationships when you’re not face-to-face, use virtual meeting tools (Microsoft Teams, Skype, BlueJeans, Cisco Webex and Zoom), and balance family and work dynamics in a healthy way.”
Ryan Roslansky, LinkedIn SVP of Product
Sales Intelligence services help sales reps build prospecting lists, quality leads, refine account messaging, expand into new departments and locations, track accounts, and target additional buying committee members.
Many sales intelligence services also offer B2B DaaS services for updating CRMs and MAPs. Salesforce data hygiene is maintained through Lightning Data connectors, a sub-category on the AppExchange. Because data is synced with CRMs and MAPs, it is continuously updated, ensuring that firmographic data is accurate and that departed contacts are removed from sales and marketing activity (BTW — contacts decay at 30% per annum, so maintaining your enterprise software contact data is a valuable investment)
Sales Intelligence vendors also provide full workflow integrations into CRMs which allow reps to build lists; view and update accounts, contacts, and leads; and perform account qualification and account planning within CRM I-frames.
Sales Intelligence vendors include
Zoominfo: Deep contacts, emails, org charts, and technographic content. They are the leader in technology sales intelligence and recently added visitor intelligence, trigger-based workflows, and webforms. Zoominfo (FKA DiscoverOrg) also supports Ideal Customer Profiling (ICP), email verification, and B2B DaaS.
D&B Hoovers: The deepest set of global company intelligence for strategic sales reps. Includes full family trees, public company financials and filings, analyst reports, industry market research, SWOTs, European private company financials, and sales triggers. Dun & Bradstreet also supports ICP, B2B DaaS, Visitor Intelligence, Programmatic Marketing, and Customer Data Platforms.
InsideView: A global database with greater depth in North America and Europe, InsideView offers strong sales triggers and integrated social media viewing. InsideView also supports B2B DaaS and ICP.
Sales Genie: The best solution for reps that sell to both companies and individuals (e.g. insurance agencies, mobile, office supplies, landscaping). Features include light sales force automation for firms that have yet to implement a CRM, new businesses, new homeowners, email templates, integrated dialer, and marketing services (SEO, site design, direct mail).
RelPro: A specialist vendor targeting financial services companies.
Artesian Solutions: A UK-based social selling vendor with deep sales triggers and mobile-based meeting prep. They also offer a US solution.
Cognism: A UK-based sales intelligence vendor with sales engagement functionality, B2B DaaS services, and ICP tools.
Vainu: A Nordic-based sales intelligence vendor that also covers the Netherlands (France, US, and the UK are in beta). They also support B2B DaaS and trigger-based workflows.
Research has shown that firms that continue to invest during recessions come out of the downturns much better prepared to grow market share and revenue than those that stop investing. Marketing is an investment in your pipeline and brand. B2B Data-as-a-Service is an investment in your data quality and ability to target prospects effectively. It also reduces sales and marketing waste in efforts directed at weak prospects and departed contacts. SalesTech and MarTech purchases are investments in your revenue generation capabilities.
This is also an opportunity for your sales and marketing teams to cross-train, develop new skills, and test out new tools and processes.
When we come out of the backside of what, hopefully, is a short-term recession, you want to be better prepared to meet latent demand for your products and services. While cutting back on investment and cash burn may be necessary for survival at some companies, don’t cut back on your ability to serve the market in 2021 unless you have to do so. Let others sacrifice the future of their revenue generation operations out of short-term concerns. Bank your savings in travel expenses and event marketing, but don’t cut back in other areas unless necessary.
We are entering a terra incognita for the next three to six months, so steady, empathetic leadership should be your objective. On 9/11, our CEO pulled us into the room and talked to us. I don’t remember his words, but I remember that he was calm and understood that we were all upset and anxious. Business was the least of his concerns that day. He wanted to show a steady hand at the tiller and sent us home to be with family.
Our raison d’être is not to work, and sometimes we are jolted back into that reality. Family, friends, and health are a higher priority. COVID 19 is not the new normal, but simply a bad storm that will pass.
Sales Engagement vendor Outreach opened its London EMEA headquarters, intending to treble its London customer-facing headcount by the end of the year. The firm already has over 20 local staff in support, sales, professional services, and customer success. The firm has over 500 customers with local or global teams in Europe, including DocuSign, Deliveroo, and Protegrity.
“We see a very real opportunity to help evolve the sales industry and customer experience in Europe, and we see London as the best place to do so. U.S. teams are engaging with customers in new and innovative ways. Our customers in Europe have shared with us that they believe Outreach can provide European customer-facing teams with the tools they need to transform the sector and turn sales into a true engine for business growth.”
Outreach CEO Manny Medina
“I want to
thank our customers here in the U.K. who have been on this journey with us
since we launched, said Outreach CEO, Manny Medina. “Thanks to their
early and ongoing support, we knew we had market fit – we just needed the right
person to grow and lead our team here.”
was named the head of EMEA sales, where he is “hard at work” assembling the
London sales office. Castley has over twenty years of experience building
“high functioning” technology sales organizations. He previously led
Apptio’s pan-European account team and held several sales roles at Oracle.
sales industry needs to brush up on its image of an industry full of mavericks
who magically secure their sales pipeline at the last minute. We think
it’s time we put this cliché to bed,” said Castley. “This is
why we’re swapping it for a data-driven approach that helps create a steady
flow of prospects filling the pipeline and replaces the ‘peaks and troughs’ of
the sales cycle with a predictable process. Companies can then arm their
team with relevant data to not only perfect the art of customer engagement but
also increase the productivity of the sector and give the board a simple system
to predict their revenue.”
Outreach has over 450 employees and 4000 global customers. Last year, the firm nearly doubled its revenue to $70 million, according to Forbes.