Jacki Leahy ✨

Great B2B SaaS Sales Reps leave in <18 months if they don't see a path to close <50k deals in 1 quarter at a >30% win rate. Losing great sales talent has 6-figure costs to "re-hire", onboard, ramp, drive pipeline & close deals again. That is why we together with Ermin Dzinic & AWS host a workshop specifically for Enterprise Sales. 👉 Register for one of the last spots here? https://lnkd.in/emnYZ83m

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Outbound not working? Strip it all back. You need a 15 step sequence. A complicated clay table. 27 inboxes in rotation. Just focus on having conversations with prospects and if they're not interested, ask them why? If you can;t get into conversations. Well that's the first problem you need to solve. Find the problem, apply a solution and repeat.

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Want to drive more expansion? Here's the playbook I learned at Salesforce - Find gaps with customers - Create offers to address gaps - Market this to your expansion list - Introduce offer in sales and CS mtgs - Lay the groundwork and spark interest - Start sales conversations with stakeholders - Close Expansion Opportunities and grow Accts! Whitespace is a key way to find those gaps. 𝗣𝗥𝗢𝗗𝗨𝗖𝗧 𝗪𝗛𝗜𝗧𝗘𝗦𝗣𝗔𝗖𝗘 - What products does each customer have? - What products does each customer NOT have? - Which products have you yet to present to them? *This is pretty basic but so often not executed well! 𝗦𝗧𝗔𝗞𝗘𝗛𝗢𝗟𝗗𝗘𝗥 𝗪𝗛𝗜𝗧𝗘𝗦𝗣𝗔𝗖𝗘 - Which key stakeholders do you know? - Which key stakeholders do you NOT know? - Where can you open up new key relationships? 𝗢𝗩𝗘𝗥𝗟𝗔𝗣 - Where do these overlap? - You can sell a new product to an old contact - You can sell more current product to a new contact - But man is it easier to sell new products to new contacts Let me share some examples from my days at Salesforce: - VPs of Sales bought Salesforce (Sales Cloud) - VPs of Service/COOs bought Service Cloud - CMOs bought Pardot or Marketing Cloud - CFOs bought more licenses at discounts We had a different play for each product and each stakeholder. It wasn't this cut and dry though. Sometimes VPs of Sales bought Service Cloud or Marketing Cloud. CFOs often wanted the best contract terms and were my bread and butter for expansion, but it wasn't always them driving this. Most often, though, our relationship started with the VP of Sales who bought Sales Cloud and didn't really care about anything else we had to sell. This playbook is how Salesforce "landed and expanded" accounts and doubled spend for the average customer within 12 months of the initial purchase when I was there. More details in the 📰 𝗥𝗲𝘃𝗢𝗽𝘀 𝗪𝗲𝗲𝗸𝗹𝘆 📰 https://lnkd.in/ezX9iMjr ✌️

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Our revops “team” at Chili Piper does A LOT OF automations. If you’d see our list, you’d think we have a full train of rev ops folks working here at Chili Piper (spoiler alert, we have 1 and a half). Here’s an example of an “unconventional” automation We assign churned accounts to SDRs. Yep, we automate outreach to churned accounts Here’s why and how First, let me tell you, it breaks my heart to see any customer churn. I feel like my heart is asking but always aim to learn from it and make everything better for them if they were to come back. Hence, we want to learn what made them leave, fix the problem, and win them back And the good news is that we win many of them back . Here are the nitty gritty on how we do this : We setup these rules for assigning churned accounts to our SDRs: – Account Status = updated to Churned – Transaction End Date = 91 days – Round Robin across SDRs and update SDR Owner – SLA: after 12 working hours, check if there was activity yesterday AND ROE phase ≠ unfit to work, send Slack notification – SLA: after 12 working hours, check if there was activity yesterday AND ROE phase ≠ unfit to work, reassign – Provide a Slack notification to the AM (80 days post-contract end date) – Provide a Slack notification to the SDR once the Account has been assigned (91 days post-contract end date) – Provide SDRs with information on why the account is churning in SFDC to give them the context to sell into the account effectively. If you are curious about more details on this, let me know!  

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Are your renewals killing your quarter? Here are 10 ways to make sure you have a terrible Q2 10. Don't update them on new features they were asking for 9. Have a complicated renewal process. 8. Having misaligned data in the CRM  7. Mismanage your renewal process by not tracking discounts or giving away free services that weren't budgeted for. 6. Ignore them because usage is high, so "everything is cool" 5. Ignore them because it's auto-renewed 4. Never contact the Champion and just work with the admins 3. Don't have meaningful renewal conversations. 2. Start the renewal process in the same month its due 1. Never articulate the value they are getting from your product How are you going to have better Q2 numbers?

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I did an informal poll on CSM vs Sales commission splits. I was pleasantly shocked to see over 95% of companies do not have Sales take a commission on renewals unless it’s a particularly challenging one, the AE is there to help with it as a “bounty renewal”. in this case, the AE gets a % but not taken from the CSM. Other interesting data points : "Commission on upsells and renewal made up 30% of the total compensation package. However, the exact commission % was determined by dividing the 30% by $$$ into the total ARR managed by the CSM." What metrics should this be based on? Most followed this model to Typically companies that are earlier in their CS maturity will base this off a few leading indicators(adoption milestones, EBRs, etc.), and then move to comping on lagging indicators(retention, expansion, NRR, etc.) once their leading indicator activities have been proven. The following are examples of metrics you can use, not an exhaustive list: Leading: QBRs and/or EBRs (attained vs scheduled) Product adoption milestones (product dependent) Lagging: Net Revenue Retention(NRR) - this is likely the most common Retention Expansion Advocacy (hard to make this scale across large teams and mixed portfolios - this is better as a SPIFF or annual metric to Bonus on) From there you can determine the weight of each metric on the bonus. I'll give an example using a bonus that is achieved by a renewal retention goal and an NRR goal. Criteria for 100% Bonus Attainment: 90% Renewal Retention (50% weight) 125% Net Revenue Retention (50% weight) "This keeps it pretty simple with two priorities. Retain and Expand Revenue. The Retention goal being assessed separately ensures CSMs don't have significant churn masked by massive upsells. In this example, if a CSM had 85% Retention and 115% NRR, they'd end up at 93.22% to goal for their overall commission/variable comp."

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Sometimes... it's rare... but sometimes we at Roofing Business Partner - RBP Consulting are lucky enough to have Chad Hohn work on OUR stuff, instead of all those pesky needy clients. :lol: (slack doesn't work in LinkedIn??) Jokes aside. REALLY cool work that he is doing on the NEW BETA HubSpot SALES dashboard.. not to be confused with "prospecting" dashboard. (apparently even Hubspot is still confused... as you will hear in the video 😁 ) Very Cool DING DING 🛎️ slack message dopamine hit he built for the handoff from Market Development Reps to the CLOSERS. Thought some of you might want to see! #hubspottipsandtricks HubSpot Tips and Tricks https://lnkd.in/gB4ypC3c

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"How do I get to the root of pain points?" (Here are 3 Steps!!) Its a question I was asked at The 1 Day Elite Account Executive Accelerator. There are 3 steps to figure this out on a discovery call. Step 1: Prepare your Perspective Prior to the meeting with the prospect, ask yourself "What are they looking to achieve?" And "How are they going to achieve that?" Bring a perspective to the meeting with the limited information you have. Step 2: Ask Their Opinion. When you get to the "Pain", ask their opinion "Whats your take on what's causing this problem?" Let them speak! Step 3: Curiosity, dig 3-5 levels deep into answers e.g. Question their answer 3-5 times!! "tell me more" "Can we unpack that?" "Could you expand on that?" "Can we brake that down?" "can you share a bit more detail?" Aligning root cause with your solution will increase win rates. ♻ p.s. if your an AE looking to exceed quota in 2024, then shoot me a DM.

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SDR Dashboards - what do you want to see? Gimme your top 3 stats/charts/reports you like to see on YOUR dashboard for pipeline gen. There's the obvious activity levels and SQL/SAL volumes but what else do you like to see.....

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How much retention would go up? If... - The Customer Success org starts with Solutions - There's a Chief Solutions Officer on the board - AEs consult with SEs on all ongoing deals - Customers talk 80% in conversations - Focus is on adoption, not renewals I'm guessing by A LOT. That's the GTM SaaS world I envision. P.S: True customer adoption nearly guarantees renewals. #presalesevolution #customersuccess #saas

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Salesforce and HubSpot are so painful to use.... Every B2B business owner knows the drill. You’ve got a promising lead, a meeting on the calendar, and now the clock’s ticking. Cue the manual prep work that takes up valuable hours. For me, the process starts with warming up the prospect—learning everything about their needs, values, and preferences, and making sure I'm not walking into a room cold. Then comes the real-time sink: researching detailed insights about each person I’m about to meet. This isn’t just a quick LinkedIn scroll; it’s a full 30-minute dive into everything relevant so I can be fully prepared to connect. But with every passing minute, I’m acutely aware of all the other tasks piling up in the background. Then I met Johnson Lin, someone who really gets this pain. He was helpful to some technical questions we had at Engage AI and he’s tackling the very problem I face every day with his startup, Chirp. Johnson’s bringing his technical expertise and experience to create a solution that makes prospect prep feel like a breeze. I’m really looking forward to what he’s building with Chirp—an AI sidekick for B2B professionals like us who want insights and connections without all the manual work. #Ai

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B2B Enterprise SaaS sellers, Here are 7 things you can do to make more money than you could do alone. 1. Leverage a reseller channel 2. Engage reseller partners early in the sales process 3. Bring partners into deals 4. Protect partner margins 5. Never go direct 6. Help partners make money 7. Rinse and repeat Here's what you're probably doing instead. 1. Not using partners 2. Using partners to transact 3. Only bringing partners into deals when you have to 4. Sacrificing partner margins for the greater good 5. Going direct when you have to 6. Not caring if partners make money 7. Hustling harder The choice is yours. Keep grinding or start leveraging. One option will lead to a never-ending cycle of hard work. The other will lead to a path of least resistance. Choose wisely. 👉👉 Check out how I help Enterprise B2B sellers create time freedom and financial freedom. Leverage your commissions to retire faster and save on taxes. Grab your success blueprint here: https://lnkd.in/env-fv78 #TechSalesInvestors #SalesCoaching #saassales

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Why is CS so neglected? Customers are the easiest prospects And yet we don’t have a process for growth Why is that? When funding was flooding in, the focus in so many companies was all on new business. This funding flowed into SDR hires, sequencing tools, marketing budgets and lead generation programs. As this happened, we saw CAC reach often unsustainable levels and it left little budget for Customer Success. More importantly, it wasn’t a top priority for leadership. The process to identify unhealthy accounts and get them healthy and to retain and grow healthy accounts was often missing. Customer Success still rarely falls under the CRO, as if to say that retaining and growing existing customers isn’t part of the revenue engine. I’m seeing it more and more but we still have a long way to go. We’re in desperate need of a reset. There is no better opportunity than to retain and grow an existing customer and it deserves the same investment, resources, strategy, process, data and tools that new customer acquisition has been getting the last 10-20 years. Why do you think so many companies are still dragging their feet here? 🤔

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Why is CS so neglected? Customers are the easiest prospects And yet we don’t have a process for growth Why is that? When funding was flooding in, the focus in so many companies was all on new business. This funding flowed into SDR hires, sequencing tools, marketing budgets and lead generation programs. As this happened, we saw CAC reach often unsustainable levels and it left little budget for Customer Success. More importantly, it wasn’t a top priority for leadership. The process to identify unhealthy accounts and get them healthy and to retain and grow healthy accounts was often missing. Customer Success still rarely falls under the CRO, as if to say that retaining and growing existing customers isn’t part of the revenue engine. I’m seeing it more and more but we still have a long way to go. We’re in desperate need of a reset. There is no better opportunity than to retain and grow an existing customer and it deserves the same investment, resources, strategy, process, data and tools that new customer acquisition has been getting the last 10-20 years. Why do you think so many companies are still dragging their feet here? 🤔

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Are your renewals killing your quarter? Here are 10 ways to make sure you have a terrible Q4 10. Don't update them on new features they were asking for 9. Have a complicated renewal process. 8. Having misaligned data in the CRM  7. Mismanage your renewal process by not tracking discounts or giving away free services that weren't budgeted for. 6. Ignore them because usage is high, so "everything is cool" 5. Ignore them because it's auto-renewed 4. Never contact the Champion and just work with the admins 3. Don't have meaningful renewal conversations. 2. Start the renewal process in the same month its due 1. Never articulate the value they are getting from your product How are you going to have better Q4 numbers?

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(Part 2/6) Your emails can help you increase AOVs.   Bring more $$$ from the same customer.   Here's #2 of #6 ways to increase your AOV 👇   #2: Use volume discounts. Sending a generic "20% off" email will NOT improve your sales. You need to be creative. You need to give them incentives. Volume discounts play with the brain like nothing else. It's simple psychology → SAVE MORE BY BUYING MORE. Nobody can resist this. Look at how Tradesy does it 👇 (This email works because it gives you different tiers to reach) Part #3-6 on the way! Part #1 in the comments!

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Throughout last year, I heard many complaints from Customer Success teams about the inadequate transition from Sales. Quick "hacks" to fix this are below: CEOs and CROs - if you don't fix this, you will break your revenue. Your investors and Boards will turn you down or replace your team. You will continue to have to sell more deals to make up for churn. The signs of dysfunction are evident right from the beginning of the customer journey. Lack of communication between teams, repeated information to the sales team, and a disjointed process are common occurrences that can deter customers. Even established companies struggle with smooth transitions from sales to post-sale functions. This problem often originates early on in the company's development and can become ingrained in its culture if left unaddressed. Customers can smell dysfunction right from the kickoff. "Do you guys talk to each other?" "We told your sales team these answers several times. " (this one hurts the most) Sound Familiar? Even Mature companies have poor sales transitions to post-sale teams. This Pattern starts early. 🔴 Get this fixed early, or it will be the culture A non-evolved company can follow these steps: 🔴 Level 1 - Very easy- a form in the CRM upon deal close 🔴 Level 2 - Sales ops can make mandatory flags before sending out the contract 🔴 Level 3 - Finance can hold commissions if the process is not followed correctly A smart organization will follow these steps: 🟢 Get an Implementation consultant or a CSM on a presales call. 🟢 The post-sale team should have a standard 3 slides to show that they are a team, follow a process, and have had success (this means faces, timeline, and logos) 🟢 A non-commissioned resource that asks great questions, knows the product in and out and can answer what other companies in your prospects' vertical are doing 🟢 Once the deal is closed, hold a 30-minute internal handoff call 🟢 Have the salesperson sit in on the kickoff call to ensure everyone is aligned. This also prevents the "Salesperson said we can do this" syndrome Sales leadership should know how important this is, but they are KPI'd on different things. How are you fixing this problem?

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Marketing and Sales alignment is actually happening! We interviewed the CMO and CCO of GWI for a blueprint of how they make it work. Rhiannon Staples and Carrie Seifer. Coming this week on the Sales Is King Pod 🎥 #b2bmarketing #b2bsales #podsales #team

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Ashi from Gong is fast (😮‍💨10k) But not as fast as Gong Engage users when they use Lavender. Access to your Gong calls in our personalization assistant ✅ Access to our coach & "Ashi fast" personalization in Gong ✅ Better 🤝 Faster 3.0 (and so much more) coming soon

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