If the past six months haven’t convinced you that you need to digitize your processes, then I’m not going to try to convince you of that here. Simply putting your head in the sand and waiting for the pandemic to end will leave your business highly vulnerable now and after the pandemic. Your competitors now understand that sales, marketing and support need to be digitally mediated. Instead of trying to convince you of this, I’m going to skip the digital strategy pitch and offer multiple digital strategies for revenue teams to consider.
Sales Engagement platform help unify your communications across all of your revenue teams. Sales Engagement platforms support
Automated Cadences that schedule multi-channel communications across email, voice, social, and direct mail. Features include e-mail templates, phone scripts, playbooks, click dialers, power dialers, voice mail drops, inbound call routing and alerting, and LinkedIn SNAP integrations.
A/B testing for refining your email templates and cadences.
Reporting and analytics for tracking remote sales performance, analyzing message performance, and identifying what coaching individual reps need to elevate their performance
Account Prioritization which dynamically adjust call/email lists throughout the day.
Next Best Actions for moving accounts forward and identifying strategic gaps and risks
Sales Coaching for both reps and managers
Integrated Meeting Scheduling
Some vendors have Meeting Analytics built into their service (Outreach KAIA and SalesLoft) while others partner with conversation intelligence vendors. Calls are recorded, transcribed, indexed, and analyzed; allowing sales reps to be more present during meetings. AI-based real-time analysis provides live coaching during calls with recommendations and short advice cards.
Integrated Partnerships for conversation intelligence, social media integration, e-gifting, video, chat, etc. Some vendors have formal app partners (Outreach Galaxy, SalesLoft App Directory) while others integrate a smaller set of partners without building a formal partner ecosystem.
While they initially focused on the SDR team, Sales Engagement platforms now support the full revenue team including account executives, managers, operations, and customer success.
Sales Engagement solutions require significant training and setup, so if you are considering them now, you need to act quickly to have one in place by December.
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 enablement vendor Brainshark and AI-based sales pipeline management vendor TopOPPS announced a strategic partnership that “will empower sales organizations to deliver ‘in-the-moment’ guidance that improves reps’ skills at key points throughout the sales cycle.” The combined solution is tailored to the individual learning needs and styles of each rep across the buyer journey. TopOPPS delivers sales pipeline insights and forecast metrics that help management “understand pipeline activity and identify deficiencies before they impact yield.” The combined solution identifies skills gaps and then suggests Brainshark learning content.
organizations try to do pipeline analysis through their customer relationship
management (CRM) systems – but these systems are simply data repositories that
provide no actionable insights for sales leaders,” said TopOPPS CEO Jim
Eberlin. “TopOPPS brings that data to life – providing activity analysis
at the individual rep level, which enables a much more accurate assessment of
pipeline health and productivity. This enables sales leaders to then use
Brainshark to act on this data by delivering targeted coaching that directly
Brainshark training metrics are displayed in a combined Coaching view (see the
figure on the right). The view helps managers “track training processes
and knowledge retention to understand the readiness of each sales rep and sales
team’s ability to sell at the highest level.” The view also includes over
twenty trended sales measures, training insights, and pipeline metrics.
lot of times, will just coach reps generally or are guessing on what they need
coaching on. Our AI (artificial intelligence) will actually pinpoint and
make it more precise on exactly what a rep needs coaching on,” said TopOPPS CEO
firms have a joint go-to-market strategy and revenue sharing agreement.
partnership, along with Brainshark’s recent acquisition of sales scorecard
vendor Rekener, is part of Brainshark’s mission to deliver “a true data-driven
sales readiness platform.”
“Through our acquisition of Rekener last month, and now our partnership with TopOPPS, Brainshark is transforming sales-readiness from art to science,” said Brainshark CEO Greg Flynn. “With our data-driven platform and associated technologies, sales leaders will always have easy access to the information they need to orchestrate and execute effective sales-readiness strategies that deliver quantifiable growth in corporate revenue.”
Cien announced the availability of its Hidden Revenue Assessment report which analyzes the strengths and weaknesses of sales reps to determine which qualitative factors are limiting their success. Cien ingests data from Salesforce Enterprise to “reveal the factors that are preventing their teams from achieving their numbers.”
Cien Head of Marketing Damien Acheson noted that firms such as Gong and Chorus are more prescriptive while Cien is diagnostic, helping managers identify skill gaps and determining where reps add or destroy value during deal flow.
individual scorecards, Cien employs over 100 AI models to identify issues in
sales enablement, training, and onboarding. Cien does not believe in
cloning the best sales reps as reps have different strengths and weaknesses.
Instead, reps are assessed for value-add across the pipeline, helping
determine where reps need coaching, which reps are creating value, and which
reps are benefiting from a rich set of leads but not adding significant value
their models indicate that addressing weaknesses is the best method for
improving sales outcomes and reaching quota. If a rep is weak at any of
the key sales skills, he or she is unlikely to reach quota. As reps are
only as successful as their weakest skills, it is better to identify gaps and
coach accordingly. Cien holds that the best path to driving revenue
growth is focusing on mid-level success reps as they are the ones with the
greatest opportunity to improve their performance.
it comes to managing sales teams, it’s important to understand that no sales
rep is created equal, and no opportunity is created equal,” contends Cien CEO Rob
Käll. “To date, Cien’s
Hidden Revenue Assessments have uncovered between 20-40% worth of lost revenue
due to gaps in selling skills.”
“Cien’s AI models search for correlations between reps’ skills and attributes and their impact on the final value of opportunities. This is the basis for a set of patented algorithms called the Cien Value Chain. Cien determines the relative value of each lead as it enters your CRM and tracks its value at the end of the sales cycle. The Cien Value Chain measures the value-added at each stage of the opportunity and the skills and attributes that drive incremental value.“
Hidden Revenue Assessment is available as a free report to technology companies
with at least ten sales reps and a minimum of one year of Salesforce data.
It provides an assessment of a few sample reps across work ethic, product
knowledge, engagement ability, and closing ability. The Hidden Revenue
Assessment also evaluates CRM data quality to provide a level of confidence in
the assessment. Firms that have deployed Sales Engagement Platforms such
as Outreach and SalesLoft often have complete data as they automatically gather
activity data and sync it with their CRM.
Hidden Revenue Assessment includes a 30-minute walkthrough.
Cien app, available for $49 per month per rep, provides mentor prescriptions
that help prioritize coaching. While flagging weaknesses can be
demotivating, Cien inverts the model and calculates the revenue opportunity
available to reps who focus on developing their skills. Being told that
you are weak at prospect engagement is unlikely to motivate a rep. Being
told that focusing on prospect engagement can retire $200,000 worth of quota is
much more likely to motivate the rep to focus on his or her weak-link skills.
Cien app provides data on all of the reps and covers a broader set of skills.
The app also provides dynamic data indicating how the reps are performing
Cien is Privacy Shield certified and does not gather Personally Identifiable Information beyond rep names. Cien received a $3.5 million seed round in June.
At Dreamforce, Salesforce rolled out a set of Einstein Voice capabilities which will be launching in the coming months. New services include Einstein Call Coaching for sales, Service Cloud Voice, and Einstein Voice Skills for developers and Salesforce admins.
Service Cloud Voice provides an integrated console which unifies, phone, digital channels and CRM data in real-time. The service also performs real-time voice-to-text transcription allowing Einstein to offer recommended responses, support content, and next best actions. Service Cloud Voice will enter its pilot phase in February with a June GA date.
“Voice is a huge shift for the industry and will be as impactful in businesses as it’s been in our homes. With Einstein, Salesforce is bringing the power of voice to every business, giving everyone an intelligent, trusted guide at work.”
Salesforce Chief Product Officer Bret Taylor
During an insurance claims call, for example, Einstein
would recognize the nature of the claim and pull up the policyholder’s coverage
specific to the claim, delivering a faster and superior customer experience.
Next best actions such as additional riders or cross-selling
opportunities are presented to the rep. During its beta, State Farm
closed cases 31% faster.
80% of consumers stated that speed is the most
important element in delivering an “amazing customer experience.”
Finally, the call notes are automatically transcribed
for the rep, allowing him or her to quickly move on to the next support call.
“Einstein is specifically designed for simplicity.
It’s designed for Salesforce Admins or Developers to be able to set up
for a Salesforce user to be able to understand, and, as a result, folks that
use Einstein get real results,” said VP of Einstein Products Marco Casalaina.
“So, how can you become successful with Einstein? It all starts
with a question. You need to formulate a question that makes sense for
Questions could be which opportunities will convert,
which customers will drop, will a researcher engage with my email, or will the
customer buy this item?
Einstein Voice Skills will be in beta in February with
a 2021 general availability. Voice Skills will allow admins and
developers to deploy custom voice apps across the Salesforce Customer 360
Platform. For example, a technician can call up a customer’s service
history while en route.
“Each app is purpose-built for the specific needs and
processes of each role. Plus, admins can also control how the information will
be read back to the user, including the ability to offer next steps or
follow-up tasks within the response, and which channels and devices that the
skill is accessible on, such [as] smart speakers or phones,” said Salesforce.
Salesforce has been teasing voice services since the last Dreamforce when they launched Einstein Voice Assistant which supports routine Salesforce CRM functions such as creating or updating customer records, getting personalized daily briefings, and exploring dashboards. This year, they announced Einstein Call Coaching, Service Cloud Voice for transcription and AI-powered recommendation services, and Einstein Voice Skills.
Einstein Call Coaching is currently in pilot and should be generally available as a Sales Cloud High Velocity Sales (SEP) service in June. Call Coaching utilizes natural language processing against call transcripts. Managers view “insights and trends within conversational data.” NLP tags keywords, alerts managers about spikes in competitor mentions, and monitors pricing discussions and objection handling. Managers can then focus their coaching based upon individual rep needs.
“Companies with dynamic sales coaching programs see
28% higher win rates, unbelievable results. And Einstein call coaching is
your coach. This is an AI feature that can process audio clips to serve
up those key moments for this type of coaching,” said Sarah Patterson, SVP of
Being able to track keywords, discussion topics, and
competitors should prove highly valuable for one-on-one and team coaching
sessions and broader analytics. Sales reps often fail to record
competitor and objection details (or they are trapped in notes). Even
when custom fields are set up to capture these details, they are often weakly
populated. Being able to track objections and competitor discussions provides
improved coaching and product road mapping input. This is far better than
querying sales reps to be told that they lost on price or aren’t sure who won
Product tracking and objections also assist with
gathering early intelligence following a product launch. Are the sales
reps balking at discussing the new offering, unable to handle objections for
which they weren’t trained, or tripping on a missing feature that should have
been included in the MVP?
“You launch a new product, but you have no idea
whether your reps are actually comfortable selling it,” said Patterson.
“Well, now you are getting the insight you need to know if they are.
And if they’re not, you can lean in to guide them, to coach them, to help
them. More than this, you can even customize this to look for things that
matter to your business.”
Call Coaching provides “management-level visibility
into key moments during a sales call” allowing the coach to listen to those
moments and how the rep handled them. Those moments are then immediately
available for one-on-one review or group coaching.
Call Coaching Insights include tabs for objection
mentions, product mentions, talk / listen ratios, and custom topics. For
State Farm Insurance (the Dreamforce demo), this includes life events.
Call Coaching conversation trends help identify market
shifts, opportunities for bundled offerings, and emerging competitors.
“73% of managers spend less than 5% of their time coaching their reps, and we wanted to make the most of that time. Einstein Call Coaching helps managers more effectively coach individuals, provides the ability to scale those learnings across teams and gain deeper insights into customer needs and experiences.”
Efrat Rapoport, Director of Product Management, Salesforce Sales Cloud
“Just like athletes can sit down with their coaches
and look at video clips, now sales reps can sit down and listen to audio
clips,” said Patterson.
Call Coaching also supports a library of best-practice call excerpts for new hire training and sales refreshers.
Tomorrow, I will discuss the other voice tools launched at Dreamforce.