David Rosenbaum’s Post

More interesting thoughts from those who worked customer side at Consumer Goods companies on how agents can improve the work of humans in real use cases.

We spend all of our GTM efforts on the smallest part of the Buying process. This is no longer only true for "Enterprise" products, but even for ACV's of $10K or less. Why is that? Because software (and services) today are often replacing existing tools / processes. It's one thing to add a new tool from which the team needs to show value delivered, but there is WAY MORE RISK to the Champion to replace an existing tool or process. Yet all of our Marketing and Sales efforts focus on only the Benefits / Value Delivered. Part of enabling the Buyer to Buy is to provide them a real world view of what is required for success, beyond our Product. This helps them "derisk" the decision. This is no longer just a sales requirement, this is a GTM requirement. #BuyerLedGrowth

Solutions looking for a problem create 0 value. Solutions that cure create massive value. Many companies focus on the customer's problem but don't know how to cure the pain. Instead, they band-aid it with features and benefits. This is why ROI calculators and all the software in the world have not cured the pain they promised to cure. This is also why sales become unpredictable and unprofitable as the GTM team grows. The best way to change this is to talk to your customers frequently. I mean, have a conversation, be willing to be surprised, and listen intently. I encourage CEOs to schedule 30 minutes everyday for customer conversations in early-stage companies. Eventually this can become 2-3 conversations per week plus an engaged customer advisory board. Customer conversations mean you: 1. Toss out what you think you "know" to be true 2. Clarify something that doesn't make sense 3. Are willing to be surprised and humbled 4. Determined to get to the core need 5. Listen intently and speak rarely 6. Assume nothing Do this consistently for 30 days. Document your findings. Find common threads. Share with your team. Develop a plan to address customer needs and quantify the value. Build the habit for you and your team and you’ll discover many cures. 👆 This is the foundation for a learning roadmap: a roadmap that prioritizes what customers want and how much they'll pay before you build features that no one uses. Now, go cure your customer's real pain.

The LAER model truly emphasizes the importance of a comprehensive approach to customer success—from initial engagement all the way to renewal. It's a reminder that every stage, especially adoption and expansion, is essential for fostering long-term relationships and sustainable growth. Excited to see how this concept is helping integrators build stronger, service-driven customer journeys! #RecurringRevenue #CustomerFirst #Process

Want to know the secret to retaining customers? It’s not a revolutionary tech hack or a fancy marketing automation tool. It’s empathy. Think back to a time when you received truly empathetic service. How did it make you feel? Seen. Heard. Valued. That’s what your customers want. And if you don’t give it to them, they’ll go to a competitor who will. Here are some quick tactics to show empathy and retain customers: 1. Listen actively: put away distractions and really listen to their needs. 2. Apologise sincerely: if something goes wrong, take accountability and show genuine empathy. 3. Personalise the experience: tailor your interactions to their preferences and past behavior. 4. Take action: go above and beyond to solve their problem or meet their needs. Empathy is not only good for customer retention, it’s good for business. It builds trust, loyalty, and creates long-term value for your company. Focus on empathy, and your customers will focus on you.

𝐓𝐡𝐞 𝐋𝐀𝐄𝐑 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐌𝐨𝐝𝐞𝐥 Understanding and managing monthly #recurringrevenue streams is more critical than ever. Imagine a #customerengagement model that not only lands new clients but also ensures they adopt your technology, expand their usage and consistently renew their contracts. That's the power of the #LAER model. This proven framework is designed to help #integrators create a cost-effective and efficient customer engagement strategy that drives profitable long-term growth.   𝗟𝗔𝗡𝗗 Landing a customer marks the initial stage of the customer engagement journey. This involves all the sales and marketing activities required to make the first sale to a new customer and ensure the initial implementation of that solution.   𝗔𝗗𝗢𝗣𝗧 This stage involves all the activities that help customers fully utilize the solution and achieve their desired outcomes.   𝗘𝗫𝗣𝗔𝗡𝗗 Once customers see value in the solution, and usage increases, they are more likely to consider expanding their spending. This stage involves upselling and cross-selling.   𝗥𝗘𝗡𝗘𝗪 The final stage focuses on retaining customers and renewing their contracts. It is crucial to ensure ongoing satisfaction and demonstrate the continued value of the solution. This is an excerpt from the Technology-as-a-Service Playbook, which is one of our favorite selections for the #NavigateBookClub and recommended companion reading for #NavigateAcademy Module 55: Leading with a Services-First Mentality. A must read for all integrators! Read more here ▶https://lnkd.in/eqwdjBvQ Thomas Lah, TSIA

Systems So many patterns in life. Flow is not about integrating. It’s about allowing. Submitting to the data. We don’t force the systems in place. They are already there. Infinite intelligence. The problem is, we have been programmed to be in control. We are the sum of all our decisions. The decisions are based on a false reality. Meaning, the language we speak is our perception of reality. Predetermined concepts and ideologies. Frameworks observed by others. So, we are told. I have had many 1) not understand 2) upset that I must observe their organization first. Before integrating. Most owners want to imprint their PERSONAL REALITY and it interferes with their systems. You can’t really adopt software until the right systems exist. The optimization of software, for me, is directly influenced and dependent on the systems. And because of this, sales is a by product. Not something you focus on. Not even close. So, once systems and software are integrated, the only thing to integrate in sales is the best community around the product or service. Have fun. What is best for the consumer? We are players in the game. Not the coders.

Last week, I spoke with a mid-market company where the RevOps team revealed their salespeople often need up to 121 clicks to create a quote. 121!! When they surveyed the sales team, the top request was to change the quote system. As companies grow, their quotation and downstream processes often become more chaotic. The pain is real. And so is the impact of not giving your team the right tools. Hours spent clicking could be better used to understand and solve customer problems. Have you seen processes lengthen over time as managers add more and more controls?

As your company scales, maintaining sales efficiency can become challenging. Disorganised processes and outdated tools lead to missed opportunities. The key to overcoming these hurdles is implementing scalable systems and frameworks. 👇 #SalesEfficiency #SmallBusiness #BusinessScaling

Do you know when you should automate? It is as simple as that: the very moment when the tasks become routine. When you think tools are expensive, think about the time your team spends doing the same work manually. An optimal toolkit for a full-circle sales process can cost you $340. In 9 out of 10 cases, you can save hundreds of dollars 😉