Ricardo Urrea Ayala

SDRs - Struggling with your ramp? Here are 5 tips to immediately improve your results and beat your ramp 1. Meet with 3 top performing BDRs, pick their brains on everything from Prospecting, Research, Sequences, calls, emails, Linkedin DM's etc. Once you have a good pool of knowledge on strategies that are working in the current market you can adapt it and make it your own. 2. Problem enablement: The most important thing to know is WHO you help and HOW you help them. Speak to your AE's who've closed business, CSMs and your own internal personas. The goal is to be able to crisply articulate how you can help a target persona in a target account get to their desired state. No one cares about WHAT you do, they care about how you can help them. 3. Volume: Practice makes perfect, you're not going to get good without the reps so get out there and prepare to fail. 4. Double down: If you find one medium is yielding more meetings then double down on that one, e.g if you're booking 5 meetings a month through call and 1 via email, try changing to a call only sequence for a while to see if it ups your results. 5. Feedback loops: Regularly ask your top-performing peers, AEs and your manager in your 121 for SPECIFIC advice. This means you'll always be growing your skillset. Make sure you're not getting advice from everyone though as this will dilute your focus P.S I'll do a part 2 of this next week but anything you'd add? For now, enjoy a picture of Emre Ceyhan and me at our recent Spike Week!

60

15 comentarios

Maximize Your Momentum: Elevate Your End-of-Month Goals with These Key Strategies 🔥 💰 For Sales Reps: Prioritize your pipeline: Focus on deals that are closest to closing. Evaluate your prospects based on their buying signals and the sales stages they're in. Alignment with Prospects: Make sure you're asking the right questions about the timeline to avoid any surprises. Ramp up your follow-ups: Persistence pays off. Increase the frequency of your follow-up communications, ensuring you provide value with each interaction. Ask the organization for help: Sales is a team sport, don't be afraid to reach out to colleagues and other departments for support. 💥 🤩 For Sales Leaders: Set realistic targets: As a leader, it's important to set achievable goals for your team. Unrealistic targets can lead to burnout and demotivation. Offer strategic support: Work with your reps to identify bottlenecks in their pipeline and strategize on how to overcome them. Motivate and incentivize: Recognize and reward your reps for their hard work and successes. Creating a positive and motivating atmosphere can boost morale and drive results. Continuously coach: Don't wait until the end of the month to address any issues or provide feedback. Regularly check in with your reps and offer coaching and support. Celebrate along the way, stay positive, and foster a culture of winning 🙌 What strategies work for you? Reach out if you have a specific situation! #SalesTips #EndOfMonth #SalesStrategy #Teamwork #Motivation

62

3 comentarios

Build a sales process playbook. Here's the recipe. Codify how your top sellers approach each stage of the sales process with playbooks tailored to your verticals, market segments, personas, use cases, and messaging. Leverage data to identify the attributes of your Closed-Won deals. Interview customers. Get marketing involved to ensure messaging alignment. This resulting specificity of your playbook will equip all your reps to replicate winning techniques and behaviors.

1

9 Sales KPIs every merchant acquisition team should be tracking 1- New leads in the pipeline -What it measures: The number of new leads added to each rep’s pipeline during a specific time of period. -Why it’s important: Based on your conversion rates, you will likely need a specific number of leads to hit a specific number of meetings. 2- Average age of leads in pipeline -What it measures: How long leads remain in the pipeline without becoming a closed deal. -Why it’s important: Reps know a full pipeline is a healthy one — but only if leads are actively moving toward a sale. Stalled deals are a drain on rep time that could be spent moving more viable deals down the pipeline. 3- Number of meetings -What it measures: Number of meetings in a specific period of time for a specific sales rep against leads and prospects. -Why it’s important: You can measure the ability of your team members to conduct meetings out of their leads and prospects. 4- Conversion rate -What it measures: This is the percentage of each rep’s meetings that are converted to closed deals. -Why it’s important: This will show you how good is your team in closing deals. 5- Merchants Signed Vs Merchants live -What it measures: Number of merchants signed in a specific period of time vs. number of days that the same merchants go live. -Why it’s important: It measures how long it takes from signing a specific merchant to go live. 6- Redemption Rate -What it measures: The number of redemptions that happened for a specific merchant in a specific period of time. -Why it’s important: While you sign and onboard merchants, you need to know which type of merchants are performing well, which city, which area, and which category. If not performing well, you need to investigate the reason. 7- Merchant retention rate -What it measures: The percentage of merchants who continue to renew their contracts. -Why it’s important: While new merchants add to revenue, they also take significant resources to secure. By watching merchant retention and focusing on opportunities to upsell and cross-sell, you’re generating predictable revenue with a loyal merchant base and maximizing ROI. 8- Customer lifetime value -What it measures: The value of all revenue & redemptions, that a merchant makes over the course of their relationship with your company. -Why it’s important: CLV is a clear indicator of how successfully your team is building trusting, value-first, and loyal merchant relationships that lead to upsells, cross-sells, and renewals and, as a result, predictable revenue. 9- Rep retention -What it measures: Percentage of reps who remain in your organization for a set period of time after hire. -Why it’s important: A low rep retention rate can disrupt carefully nurtured customer relationships, which can result in lost upsells, cross-sells or just lost customers. Is there any other KPIs that merchant team should be tracking? Share your thoughts #leadership #kpi #sales #partnership #success #ksa

15

5 comentarios

Comparisonitis (😷) in your SaaS Sales Career: helpful, or harmful? 👍Helpful: - Using the teams' KPIs as a way to benchmark below-average, average and excellent performance. - By noticing input VS output KPIs, asking your best-performing colleagues how to become more efficient in your outreach and/or have a higher conversion rate. 👎Harmful: - Feelings of inadequacy if you are unable to match their performance. - Constant pressure that results in high stress or even burnout. - Loss of Focus: you are too distracted focusing on your 'weaknesses' that you forget about your strengths. The solution? Balance 'self-improvement' with 'self-acceptance' 🤝

4

SDRs and AEs Do you want more money? Do you want a promotion? Do you want growth? Everybody wants it ......Right? But why are you not getting it even after doing your numbers? It is because you are not telling it to the right person in your organization. Explaining why you deserve this and that to your colleagues won't help but rather create unnecessary frustration and gossip because you both can't do anything about it. If you want any of the above-mentioned things, say it loud and clear along with why you deserve it in your 1-1 with your managers, their managers, and the leadership team. Learn to make your 1-1 with your managers and leadership team more meaningful where you just don't talk about numbers and accounts but also about your aspirations and expectations. Try it in your next 1-1 Happy Monday Reviews!!! #career #growth #sales #b2b #saas #sdr #ae

48

3 comentarios

SDRs/BDRs - here are three simple yet powerful strategies to level up your sales approach. 1/ In the lively SaaS sales world, try using data to see what customers need before they even say it. when you can predict what they want, you show them that you really understand their business and can help them succeed. 2/ Tell stories when you talk to potential customers. instead of just listing features, share stories about how your product made a real difference for other companies. this makes your solution feel more real and important to them. 3/ Use technology to work smarter, not harder. automate boring tasks with AI tools so you have more time to talk to customers and understand their needs and problems. this will help you build better relationships and align with what they're aiming to achieve. What would you add? feel free to share your thoughts below.

29

10 comentarios

🚨 We're hiring for 2 more SDRs based in Eastern Europe and/or Colombia! If you someone who knows someone who might be interested feel free to tag them in the comments! Quick facts: - We're currently 3 SDRs, 4 AEs, and 1 marketer - We exceeded quota last quarter. All of our reps hit their own individual quota - We used Warmly to exceed quota so you'll know the product inside and out and be able to talk to how YOU are finding success with it - Our SDR motion has been very successful. You'll learn how we do signal based + omnichannel selling and waste less time on deals that don't convert

86

26 comentarios

Customer Success is a massive revenue engine! Retaining and expanding customers is often more profitable than chasing new ones. Smart teams are shifting from reactive support to proactive growth: 1. Onboard for Impact: help new customers see value fast. As 🐶 Jacco van der Kooij states "Recurring Impact leads to Recurring Revenue" 2. Track Health Metrics: A quiet client is a churning client. If someone isn't using the product, how can they be seeing impact? If the product isn't meeting their needs, do you think they'll stick around? Identify churn risks early to get ahead of the dreaded "Hey we won't be renewing" email. 3. Focus on expansion: I know to some CS folks, "sell" is a bad word so this post may be considered to PG-13 now, but Cross Sell and Upsell when the timing is right. Get into new departments, get the folks crushing on your product on a higher Tier! Growth from retention and expansion is nonlinear and can exponentially grow your business! Growth doesn’t stop after the first deal: it's just beginning! How does your team identify expansion opportunities?

9

2 comentarios

Want to be a great CSM? - - - Find a way to get things done. Board deck need updating? Data need analysing? JTBD need verifying? Sizzler vid need recording? If you can do it now, just do it now. 🤳 Avoid distractions - try closing emails & slack for 50% of your day. They’ll be there when you get back and the world won’t have ended. 🙅‍♂️ Say no more - yup you know this one already. Tip: make your priority list or OKRs public to bring data to your decision making (Asana, Notion etc). 🏗 Build your track record - try sharing customer soundbites with SLT to generate buy-in. Your approach works and you need to protect more time to increase output. Just find a way to get things done - do this 2 or 3 times a week and you’ll be outperforming your peers by the end of Q4. That’s the post. #customersuccess #timemanagement #saas #b2b

6

Next week I'll dive into #sales pipeline management concepts for the #revenueoperations community I hope you can join I'll preview content from my Sales Ops Masterclass content ➡️ Suggested cadence ➡️ Pipeline hygiene scores ➡️ Core data points and definitions ➡️ Hygiene leaderboard See you there! Go forth and operate 👋

21

1 comentario

Your tech stack should impact your KPI’s In #RevOps, the tools we choose have a direct impact on our KPIs, yet, too often, there’s a gap between the tools we invest in and the results they’re meant to deliver. Recently, I had a conversation with Rouel Agustin about Cybrary's decision to implement Sweep as their lead routing tool. Initially, cost was a significant factor – understandably a key KPI for any RevOps team. However, what truly stood out was Rouel’s revelation: they hadn’t realized the potential for such a dramatic improvement in #speedtolead. The impact on their business was immediate and far beyond the savings of a cheaper tool. We all understand the importance of responding to leads quickly to increase conversion. Yet, it’s easy to believe this is about technical debt or human factors, overlooking the role our tech stack plays in enabling processes. Measuring the effectiveness of RevOps isn’t straightforward. What defines "good" RevOps can be elusive. Invest in your tech stack buying process, understand what the impact is- and keep your vendors accountable for that- be Rouel ❤️ The full case study is linked in the comments.

25

1 comentario

🤝 Most undervalued skills in customer success - relationship building Everyone will say that being a great CSM means you have to be strategic, revenue minded, empathetic, and so much more. 😰 (The list is endless) But truly what makes you stand out in CS is your ability to build rapport with both your internal and external stakeholders. ☝ Building strong relationships will lead to being strategic and revenue focused. Most people think building rapport and building strong relationships is a natural skill as a CSM, but just like everything else you have to work hard to maintain your strong relationships with your clients and colleagues. But why is it important to build internal and external relationships in CS? Well because it takes a village to make your customers successful and when you build strong and meaningful relationships with your colleagues in other departments it will make it much easier to ask for help when trying to make your customer successful. 🤷‍♀️ 🤷‍♂️ But how do you develop your relationship building skill set as a CSM? 🙉 Actively listening, but take notes, a lot of notes, and then refer back to the notes the next time you talk to a customer. You need to really understand someone else’s perspective and ask them open ended questions to encourage them to really share with you what they are looking for and what their goals are. Don’t forget to take notes and paraphrase back to your clients and your colleagues what you discusses to show that you are actually listening. 🙊 Effective communication. Working on making sure you articulate yourself well to your clients and your colleagues can seem straightforward but there is a science behind this as well. I would always suggest to adjust your communication style to reflect how your client or your colleague communicates. Do they always slack you messages at the end of the day, slack them back at the end of the day. Do the prefer a quick call, pick up the phone and call them. Mimicking and mirroring are all tactics that should be utilised as a CSM to ensure you are communicating effectively. 🙈 But all of this doesn't come naturally, it takes training and practice. I am here to help. I am offering a FREE masterclass in 2 weeks where I will be coaching all about how relationship building leads to becoming a revenue minded CSM. Interested? Join my waitlist in the comment below! ✍️ Would love to hear your thoughts. ♻️ Reshare if this helped you.

78

22 comentarios

My most popular framework is my “Good Day Framework.” Done right, it will give you complete predictability for what you need to do each day to hit quota. After a few months of using the “Good Day Framework” you should know exactly how many points per day you need to have success. Here are the data points you need (preferably over at least a three-month period): Total points earned Total opportunities created Average deal size Win rate Now, some very easy math to figure out exactly how to hit quota: 1) Average points needed to create an opportunity How to calculate: Total points earned / Total opportunities created Example seller: 510 points earned in a quarter / 22 opportunities created = 23.2 points required to create one opportunity. 2) Opportunities needed to hit quota How to calculate: Quota / average deal size / win rate Example seller: $150k quota / $27k avg deal size / 30% win rate = 18.5 opportunities needed to hit quota. 3) Points needed to hit quota How to calculate: Opportunities needed to hit quota x Average points needed to create an opportunity Example seller: 18.5 opportunities needed x 23.2 avg points = 429.2 points needed 4) Daily points needed How to calculate: Points needed to hit quota / working days in a quarter (account for holidays and PTO) Example seller: 429.2 points needed / 55 working days in a quarter = 7.8 points each day. Start tracking with the “Good Day Framework” today, and soon you’ll have a very strong idea of what you need to do every single day to hit (and exceed) quota. Get started (no cost) here: https://lnkd.in/g879yrCK

96

68 comentarios

Delivering Remarkable Customer Success is More Important Than Ever First - Customer Success > Customer Service It's an incredibly competitive world, so offering basic customer service doesn't cut it anymore. Companies need to shift their focus to Customer Success—ensuring your clients achieve their goals, not just answering their questions. Second - The Role of AI: Powerful but Limited AI can revolutionize customer interactions—speeding up responses, automating routine tasks, and offering data-driven insights. But when it comes to true Customer Success, AI should be a tool, not a replacement. Genuine relationships require human touch. Third - Customization is Key No two customers are alike. Tailoring your approach to each client’s specific needs and goals is essential. A one-size-fits-all strategy may work for service, but for success? It’s the fastest route to failure. Fourth - Hearts to Serve 💖 The real differentiator in Customer Success isn’t technology—it's people. Employees with a genuine heart to serve make all the difference. They listen, understand, and care. This empathy is something no AI can replicate. Fifth - Stand Out by Standing Up In what looks like a sea of competitors, the companies that rise to the top are those that actually care. By going above and beyond—delivering on your promises, showing up when it matters, and always putting your clients first—you can set yourself apart from everyone else. Sixth - The Human Promise Ultimately, Customer Success is about making a human promise: "We are here for you, and we will do whatever it takes to ensure your success." This promise builds trust, fosters loyalty, and turns clients into long-term partners. We are all more reliant than ever on technology, so it’s easy to lose sight of the importance of the human element. By prioritizing customized, empathetic, and genuine customer success, your company can not only differentiate itself, but also build lasting relationships that drive sustained growth. It's Vsimple! Very proud to be part of a Team that eats, sleeps, and breathes Customer Success & fortunate to have people like Elia Tautua, Mary Mittel, Mack Blincoe, and Henry Lynch on the team who live this everyday with our clients! #CustomerSuccess #AI #CustomerExperience #BusinessGrowth #Leadership #Vsimplelife

28

2 comentarios

Tactical things AEs can do to increase their Win Rates & Average Deal Size. ➡ Slow Down: Particularly in the early stages of the sales process. Go deep in discovery to identify and implicate pain. The bigger the business problem you attach to, the larger the deal. ➡ Deal Qualification: Again, particularly crucial at early stages. Don't invest your time or cross functional resources in opportunities you a) can't win or b) are tied to surface level customer pain. Qualify out early and often. ➡ Sales Process Rigor: Don't skip stages. Meeting the exit criteria between stages, particularly if they're customer verifiable, will help you develop solid opportunities and not end up with a bunch of stalled S2-4 deals in the pipeline. ➡ Multi-Threading: Identify a Champion, build a Champion, and earn the right to engage the broader buying committee, including the EB. ➡ Exec Alignment: Facilitate Exec to Exec relationships and do it early. Many AEs leave it too late or don't do it at all.   ➡ Cross Functional Partnership: e.g., Services, Solutions Consulting, Value Advisory, Customer Success. Bring them in early. They will help you identify and implicate business pain, communicate business impact and increase the buyer's confidence in your ability to deliver value post sale. It will also help you multi-thread. ➡ Creative Commercials: Particularly key in the midst of increased budget scrutiny and tool consolidation. Creative commercials e.g., multi product bundling, multi year step ups, etc can help increase your size of a pie that isn't necessarily expanding. #sales #salesenablement #salesleadership

54

3 comentarios

Top 10 Sales Newsletters You Should Subscribed in 2024.    1. Accelerate Newsletter ↳ For sales operations and leadership tips. 2. Prospecting From The Trenches ↳ For real, on-the-ground advice. 3. Gong Newsletter ↳ The Edge for a data-driven approach. 4. Practical Prospecting ↳ For growth journey insights. 5. Marketing Brew ↳ For marketing & sales news. 6. The Close Sale Brief ↳ For sales tactics and resources. 7. SalesFolk Newsletter ↳ For mastering cold outreach. 8. Sales Hacker ↳ For revenue strategies and outreach strategies. 9. The CRM Lab ↳ For CRM tips and strategies. 10. Dave Gerhardt’s Newsletter ↳ For marketing ideas and B2B expertise.    P.S. Which newsletters are in your inbox? Any other great options we should know about?  🔔 Follow Zain Arif for Daily Sales Tips 📌 Free Sales Audit: https://lnkd.in/dk4CEaAr #sales #professionaldevelopment #salesnewsletters 

23

25 comentarios

Are you wondering why your CSM strategies don't get your the results you are looking for? 🤔 🛑 Let's stop throwing all our energy as CSMs into catch up calls and chasing ghosting customers, but how? This is where your journey begins, join me at CSM RevUP Academy. 100s of you shared with me how hard it is being a CSM in today’s demanding world. I thought I would share with you how CSM RevUP Academy will make your life easier as a CSM. I’ve designed this course to help you be a lot more systematic about being a CSM. You are going to learn how to create systems that build your confidence, get customers to trust you, learn the lingo on how to upsell without sounding sleazy, and ultimately how to become a top performing CSM without working overtime. With CSM RevUP Academy, you'll learn how to: ✅ Create discovery questions that drive upsell with your customers ✅ Craft value propositions to align with customer outcomes ✅ Handle objections in upselling ✅ Understand and build customer revenue success plans ✅ Understand how the role of a CSM impacts a business ✅ Recognize and overcome traditional CSM mindsets ✅ Identify common pitfalls and challenges in traditional CSM approaches ✅ Develop a deep understanding of customer goals and challenges ✅ Strategies for establishing credibility as a trusted advisor And so much more... Don't leave your career up to chance. Join CSM RevUP Academy and unlock your full potential as a Customer Success Manager. 💬 Comment 'send me more' and I will give you more information on why this course will be GAME CHANGING for your career! ⬇️ Check out the comments below on how you can enroll today! (Enrollment closes on Wednesday July 3rd! There are only limited spots available in this course, once they are sold out that's it, so make sure you sign up!) #customersuccess #csm #careercoach

17

5 comentarios

The higher the number of customers per CSM, the lower the odds for success. If CSMs have to handle hundreds of customers they are put in reactive mode by design. They are not able to - understand customer problems well enough - build accurate success plans - deliver the right education and training inputs - track progress and detect churn risks in time but spend all their time quick-fixing, band-aiding, and firefighting. Ultimately, customers will leave due to poor results anyway at the cost of CSMs burning out sooner or later. CSM is not a quantity game and it’s not a cost center. The question is not how low can you go in terms of headcounts until your business implodes. It’s to ask how many CSMs you need to maximize customer value and revenue impact in return. Because you can get way more revenue from your existing customers than you can save from lower wages. There’s not an easy formula to find that number, it’s an iterative process with variables like - product complexity - subject complexity - customer level (think beginners vs seasoned professionals) that requires patience. But once you stop overloading your CSMs you’ll see the magic happen. PS: Join 5.5k+ subscribers and sign up for my weekly newsletter if you like this post→ https://lnkd.in/dtC7MEjP

638

28 comentarios