SalesLoft Conversation Intelligence

Sales engagement vendor SalesLoft rebranded its Meeting Intelligence functionality as Conversation Intelligence.  SalesLoft describes four sets of features which help reps schedule meetings and then listen to, understand, and engage with customers and prospects.  SalesLoft supports a broad set of conversation tools including appointment setting; automated recording, transcription, and indexing of calls; time-stamped notes, and call analytics.  This functionality is available for prospect, customer, and internal calls.  Managers, mentors, and trainers can join calls or whisper into a sales rep’s ear.

“Through the evolution of SalesLoft’s platform and user experience, one feature has changed so much that its prior name no longer did it justice,” wrote SalesLoft Head of Community Aly Merritt.  “Meeting Intelligence is now Conversation Intelligence, because sales isn’t just meetings – it’s every conversation and interaction.”

Call recordings can be stored in a training library or shared for coaching or questions.  For example, if a sales rep does not know the answer to a question, it can be forwarded directly to customer support or engineering for a response.

Conversation Intelligence supports both SalesLoft’s native dialer and leading web meeting applications: Zoom, GoToMeeting, join.me, UberConference, Cisco WebEx, and Cisco WebEx Enterprise.

Sales calls come in many forms: prospecting, discovery, demos, stakeholder alignment, and so on.  All of these interactions make up the foundation for the long-term customer relationship.  High-value customer relationships are made possible when prospects feel that the relationship they are entering into is mutually beneficial.

How can you build such a relationship?  By working to ensure your prospects feel heard and confident that you understand their needs.  Work to engage them throughout their journey.  After all, sales doesn’t stop when the deal closes, nor does engagement cease when a seller hangs up the phone.

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SalesLoft said that it is “designed to flex around the needs of the user based not only on their role but also on their preferred workflow.  This empowers SalesLoft customers to offer consistent value at every stage.”

“Sales meetings are the moments in the sales cycle where you have the opportunity to provide the most value for your customers.  As such, they are some of the single biggest opportunities for your team to influence revenue.  It’s where your deals are won and lost,” wrote the firm.  “Despite this, sellers often don’t get the opportunity to improve on this critical component of the sales process.  Combine this with the challenges that face sales leaders around how much time it takes to digest sales meetings, gain visibility into what’s really happening, and be proactive in the deal cycle.”

SalesLoft CEO Eats His Own Dogfood

SalesLoft Meeting Intelligence transcribes and indexes Zoom calls to share with stakeholders.
SalesLoft Meeting Intelligence transcribes and indexes Zoom calls to share with stakeholders.

I always enjoy hearing about companies eating their own dogfood, but it is rare that it is the CEO utilizing his or her own platform to demonstrate product value post-sale and collecting meaningful customer intelligence.

Last week, Kyle Porter gave a master class on how he has deployed SalesLoft functionality to build relationships with SalesLoft’s top new clients.  Not only does it magnify goodwill at the beginning of a relationship, but Porter garners insights into his company’s product and sales process while offering tips to new customers.

Briefly, here is how SalesLoft leverages Salesforce and SalesLoft to delight its top customers:

  1. Salesforce kicks off a cadence email for each closed/won opportunity over $50,000. The email is a congratulatory note to the primary account rep who closed the deal.  It includes a request for an introduction to the executive sponsor.
  2. The email is forwarded by the sales rep to the sponsor with Porter cc’d.
  3. Porter responds and forwards his open times (SalesLoft calendaring technology)
  4. Porter joins the Zoom call with four objectives: Thank them for their business; solicit feedback on the SalesLoft sales experience; share the company vision and roadmap; and share three pro tips which “If they get out ahead of these, they will be wildly successful in sales engagement.” (Zoom is a SalesLoft partner)
  5. The SalesLoft bot automatically transcribes and analyzes the conversation which is shared with internal stakeholders.
  6. Porter sets up a follow-up cadence for six months later.

Before sales engagement, this would have required a substantial number of manual tasks and likely have been limited to top brands or million-dollar contracts.  But with SalesLoft’s cadence and meeting management tools, it is likely that the time involved on the sales side is four minutes for Porter (note response and scheduling the six-month follow up), two minutes for the sales rep (email forward), and the time meeting with the executive sponsor at the new customer (a high-return use of Porter’s time).

Sometimes the dog food tastes good.

LinkedIn Q4 Sales Navigator

Sales Navigator now supports custom Account and Lead lists.
Sales Navigator now supports custom Account and Lead lists.

LinkedIn rolled out its Q4 Sales Navigator release in November, but I failed to blog about it.  (Q1 will be covered next week in this blog.) The release contains several nascent initiatives including custom lists and the collection of “Reports To” data to assist with organizational mapping.  Other feature sets include three new alerts, an improved accounts center, PointDrive activity logging, and additional SNAP connectors.

LinkedIn is beginning to collect data around who reports to whom.  As sales reps or others learn about reporting relationships, they can add them to executive profiles.  The data is then shared across the LinkedIn contract with co-workers but not more broadly.  Following after last quarter’s support of buying committees, it is evident that LinkedIn is looking to infuse additional project and reporting relationships within Sales Navigator.

“We’re laying the foundation for full-blown org charts by adding a new “Reports To” field on the Lead Page,” blogged Head of Products for LinkedIn Sales Solutions Doug Camplejohn.  “Once you learn who someone’s manager is, you can add that info to their page by searching for a name or browsing our recommendations.  Any additions you or your colleagues make will only appear to those in your company’s Sales Navigator contract. So, the next time you or a team member looks that lead up, you’ll see who they report to, who added that connection, and a reporting history.”

An unlimited number of custom lists of accounts or leads may be built within the LinkedIn desktop or mobile app. Users may post notes on saved leads or accounts and filter the lists by people who have changed jobs in the last 90 days, people who have posted on LinkedIn in the past 30 days, companies who have had senior leadership changes in the past 3 months, etc.

LinkedIn does not yet support custom list uploading. Custom Sharing is part of the Q1 release.

LinkedIn Sales Navigator added three new alerts
LinkedIn Sales Navigator added three new alerts

LinkedIn added three new alerts:

  1. Someone at a saved account viewed your profile
  2. A saved account has just raised funding
  3. A saved lead has engaged with LinkedIn posts from your company

which accompany six current alerts:

  1. A saved lead started a position at a new company
  2. A saved lead has a new position within the same company
  3. A saved lead viewed your profile
  4. A potential lead recently joined a saved account
  5. A saved lead has accepted your connection request
  6. A saved lead was mentioned in the news

Alerts are now included in the main menu bar of both the desktop and mobile editions.  Camplejohn noted that LinkedIn has improved the “signal-to-noise ratio” of its alerts.

“Think of our Alerts as a trusted sales advisor tapping you on the shoulder with information about your saved leads and accounts when it’s most important and relevant to you,” said Camplejohn.

LinkedIn has simplified its admin experience and “made it much easier to do tasks from assigning users to managing groups.”  LinkedIn also unified its administration module across Sales Navigator, LinkedIn Learning, and LinkedIn Recruiter.

Advanced Searching was added to the Sales Navigator mobile app, bringing it to list building parity with the desktop application.  Earlier this year, LinkedIn enhanced its company and lead profiles, also bringing them to parity with the desktop application.

“LinkedIn’s recent updates to its Sales Navigator management tool makes it a more robust platform for sales teams.  More importantly, the moves to bring more of its desktop features to the mobile app are evidence that LinkedIn finally understands how crucial a mobile experience is when designing a sales tool focused on lead management.”


Amy Gesenhues, MarTech Today

PointDrive, Sales Navigator’s multi-media sharing application, will begin writing activity history back to Microsoft Dynamics.  Salesforce PointDrive sync will come in 2019.  PointDrive presents documents and video to end users as a landing page and tracks views and shares.

“Now when you send that pricing proposal to a prospect in PointDrive and members of the buying committee engage with it, you’ll be able to see that activity in both Sales Navigator and your CRM,” blogged Camplejohn.

LinkedIn continues to expand its SNAP partnerships, adding Zoom as their first web conferencing partner.  Users can now hover over an attendee name and view Sales Navigator intelligence including their profile photo, title, and common connections.  

The Zoom LinkedIn SNAP integration provides meeting attendee insights and connections from within Zoom.
The Zoom LinkedIn SNAP integration provides meeting attendee insights and connections from within Zoom.

Four vendors launched v2 SNAP integrations which provide broader access to Sales Navigator actions:

  1. Yesware (Email Engagement)
  2. Leadfeeder (Visitor ID Analytics)
  3. Groove (Sales Engagement)
  4. Outreach (Sales Engagement)

SalesLoft, Salesforce, and Microsoft Dynamics previously released V2 SNAP integrations.

In the Salesforce Winter Lightning release, admins will be able to configure Sales Navigator and add support for Person accounts without having to go to the AppExchange.

This year, Sales Navigator focused on improved functionality and display for accounts, leads, and list building in their mobile and desktop applications; SNAP integrations; GDPR compliance and security; CRM opportunity management and buyers circles; alerting; employment analytics; and PointDrive CRM integration.  Details on earlier releases are available in my blog: Q1, Q2, Q3.