Rachel Provan

Love these tips from Daphne to stop CSM’s being reactive and start being proactive

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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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What's a fair salary for a CSM? Last week Noah Little blew the CS corner of the internet with a hot take that CSMs should be paid like sales reps. Needless to say, when it comes to money, the more the merrier. 🤑 But should CSMs and Sales Reps be paid in the same "structure"? Probably not... Different roles and different tasks, therefore different comp structures. So instead of comparing ourselves to sales, we need to be able to: 1- compare ourselves to the rest of the industry 2- align the comp of the CSM to the revenue it generates That's how we fight for more of the pie. The issue is that if you are in Europe, it's really hard to get good salary data to even start this process. That's why I partnered with some of the top CS brands in Europe to collate a survey that helps us understand our local salary landscape. The report will help: - Leaders design fair and equitable compensation packages - CS Professionals benchmark their offers and salaries Link to answer the survey is in the comments section! #csm #customersuccess #salary #compensation #growthmindset

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Our partnership with Brex now gives us unparalleled insight and breadth in SaaS purchasing reports

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Do you attend meetings that don't have an agenda? 👀 No matter how short the meeting is, an agenda can set expectations and keep everyone on track. Calendly's go-to agenda template can set your future meetings up for success. 🙌

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Top H1 takeaway from QBR's about our Rev Org: "We're an ecosystem, not a hierarchy." (h/t Alexandra B.) We collaborate, everyone's voice matters, and we strive to put people in roles they love so they can be madly successful. Hearing this statement was validation that what we are building in the Revenue Org at LibraryPass is unique, and scalable, and contagious. And we have roles coming soon! So if you're interested in being part of an ecosystem, let's chat. Here's to an even better H2!

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Calling all my friends in CS! 📣 Learn how to maximize customer renewals with the right Calendly plan at this upcoming webinar. Let me know if you've signed up! See you there.

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🔥 Hot take on Customer Success 🔥 In my experience, the most successful Customer Success teams prioritize proactive customer education over reactive support. It’s not enough to simply solve problems as they arise – we need to anticipate and prevent them altogether. By educating customers early and often, we help them unlock the full potential of the products they use. This approach leads to fewer escalations, stronger customer relationships, and ultimately, higher retention rates. At the heart of it, it’s about empowering customers to achieve their goals without having to rely on support for every roadblock they hit. The more equipped they are to solve challenges on their own, the more value they find in the product – and that’s a win for both sides. After spending over 3 years in Customer Success at Bridge I’ve seen firsthand the impact of being proactive. Whether it’s through tailored onboarding, educational webinars, or self-service resources, investing in customer education is the foundation for long-term success. Let’s shift the conversation from “How can I help you?” to “Here’s how you can succeed.” What are your thoughts on this approach? Do you see the same impact when focusing on education with your customers? #CustomerSuccess #ClientRetention #CustomerExperience #TechSupport #ProactiveService

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With the amount of information available, final pre-call research used to take me hours the night before important meetings. It was a guaranteed way to cut through the noise and stand out against 15 other seller calls an exec had that day. Over-prepare, deliver with confidence, and the results will follow. It worked. Lately, I've been using ChatGPT to inform outreach and quickly make messaging more impactful -- building custom models for each account. This takes time to set up, but it's a no brainer for strategic customers or top prospects to cut down research time while improving relevancy. I'm evolving the strategy, but phase one looked like this: 1. Collect important investor materials → 10K, 10Q, Earnings transcripts, Investor Summit PDFs, Leadership bios, top news articles. 2. Create GPT → Upload docs and ask to familiarize with materials, your role, and mutual goals you're working towards with the customer 3. Draft a series of prompts → Provide clarity around your market, platform, and typical customer value points. Start simple:   • I work in sales for [x company] and we provide [x service]. Customers usually see value in these areas: [driver 1], [driver 2], [driver 3].  • Typically, our customers are most interested in solving [pain point 1], [pain point 2], or [pain point 3].  • Our website can be found at [website]. (helps to include individual product pages where applicable) • Based on the information shared, will plan to ask a series of follow up questions to validate how our solutions can benefit [x company]. Does this sound ok? 4. Save as [Customer Name] GPT Model  → Repeat for each customer and save in personal ChatGPT environment for future promoting. You now have unique GPT models, each with advanced knowledge of your top customers or prospects -- contextualized around your offerings. Let's test it out. Ask a few questions: • Knowing that I work in sales for [your company name], what opportunities should I focus on when talking with [customer/prospect company name]? • Given your knowledge of [your company name], what strategic initiatives could we most likely impact at [customer/prospect company name]? • What are some of the top risk factors challenging [customer/prospect company name] this year? Next time you have an EB or Go-No-Go call and need to understand positive business outcomes leadership could be evaluating them on... boom! Want to make sure your POV is targeted, based on C-Level strategic initiatives... here you go! Care to see if they were featured in any podcast, video, or interview... and what points may be useful... ask GPT! AI + Automation is changing the way we work, and sales is no exception. Sure beats my old method of CTRL + F searches on SeekingAlpha transcripts. 🔍 Give this a try and let me know what you think. Any other GPT tips for sales?

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CS professionals, does your compensation reflect the hard work and dedication you put in every day? Until now, there has been zero data on customer success salaries in Europe. Imagine wanting to know: 🤨 Average salary for a CSM 🤨 Compensation breakdown: base vs. variable 🤨 Salary trends as you advance to leadership 🤨 How relocation affects your earnings You just couldn’t find reliable info. But that changes today! I teamed up with Customer Success Snack and other top CS communities to survey over 1500 professionals across Europe. Together, we created the ultimate salary benchmarking tool. Here’s what we uncovered: - CSMs earn an average of €48K - There’s a €25K gap between Western and Eastern Europe - 53% of CS pros would move countries for better pay - Each year of added experience can boost your salary by €5K - Senior roles like Director and CCO can reach up to €250,000 OTE. Knowledge is power ⚡ With the right information, you can negotiate better and ensure you’re paid what you deserve. Dive into the full European Salary Benchmark in the comments. Let's get you what you’re worth! #customersuccess #CSM #revops #CX #salary #jobfairy

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If you want to become a strategic leader in your career, here 3 things you need to do. This morning Toni Hohlbein posted this after a bit of a backlash from the #RevOps community. Giving proper advice on how to move forward is the best way to answer gracefully in my opinion. We had a quick back-and-forth in the comment and I wanted to share with the rest of the class what was said. So if you want to become a strategic leader in your company here are 3 things you need to do: 1. Don't wait for a seat at the table, add a chair. Don't wait for the C-suite or board members to tell you what to do. Instead, find a hard problem to fix that is costing millions to the company. This can also be an unseized opportunity. 2. Learn how to read P&Ls, QBRs, and other board-level resources. You can't find hard problems to solve or opportunities to seize if you are not constantly looking at the most important KPIs in your company. 3. Follow points 2 to 3 from Toni's post down here. This one is more for RevOps folks: Finance should be your best friend in the company if you don't report to them. P.S. I'm excited to see what Toni and his team will do in the future.

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The most underrated role on Go-To-Market teams: Revenue Operations A great Rev Ops leader gives your revenue team leverage. I waited too long to hire for this role, instead choosing to do the job off the side of my desk. I was being lazy. I didn’t fully understand what “sales operations” or “revenue operations” meant. I hadn’t taken the time to sit down and write out the job description. But once I found the right person, it was like the world opened before my eyes. Our Rev Ops leader was my partner in running the revenue team. They were involved at the strategic level and at the tactical level. They knew where all the bodies were buried. So what does Rev Ops do? I’ll do my best to list some of the key responsibilities: - build the revenue model - weekly sales forecast - select, implement, and maintain the tech stack (CRM, sales engagement tools, etc) - design sales compensation plan - run the sales compensation report monthly - own the TAM data in the CRM (super important!!) - analyze sales team performance - manage lead distribution The list goes on. If you have 3 or more sales people on your team and you are planning to scale, hire a Rev ops leader ASAP. Who is your favorite Rev ops leader? Tag them!

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Sales people make the money. Sales Ops / Rev Ops / Biz Ops count the money. Sales Enablement explain the missing money 😏 . Building and leading a Sales Enablement function from the ground up is extremely challenging for C-Level Executives who succumb to the mainstream practices because of lack of time and understanding of what the role is all about. Doing more of the same doesn't fit today's economic climate, especially for early-stage startups with limited resources and high demands for fast outcomes. Put simply, Leaders today have a shorter runway. Don't waste it on trial & errors. I've introduced the Moneyball approach back in 2017 and have implemented it successfully ever since. Project Moneyball in a nutshell is a Revenue Intelligence approach to Sales Enablement, exactly what scaling businesses need in times of uncertainty. Hit "Book an appointment" and let's take it from here.

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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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The results are in! Gong has been named a leader in the new report, The Forrester Wave™: Revenue Orchestration Platforms, Q3 2024. In this report, Forrester analyzed and scored 12 top vendors in the market. Gong received the highest scores possible for more criteria than any other vendor, including:   ⭐ Innovation ⭐ AI and automation differentiators ⭐ Range of analytics insights ⭐ Platform UX and integration “Gong’s AI reveals unique buyer and seller insights to improve deal outcomes. One of the few companies founded with AI at its core, Gong has used its nine-year AI résumé to create transformative insights for revenue organization." Check out the full report here: https://lnkd.in/dzmzU62Y

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Want to elevate your sales game and win over C-suite executives? 📈 Learn from the best with ZoomInfo's top sales tips, including insights from our CEO and Founder, Henry Schuck!  Discover the definitive guide to selling to the C-suite in 2024: bit.ly/4aSCL3i

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