Initial commit
This commit is contained in:
Zhongwei Li
257
skills/customer-success/SKILL.md
Normal file
257
skills/customer-success/SKILL.md
Normal file
@@ -0,0 +1,257 @@
|
||||
# Customer Success
|
||||
|
||||
**Onboarding, retention, expansion, and customer lifecycle management**
|
||||
|
||||
## Customer Success Framework
|
||||
|
||||
### Customer Lifecycle Stages
|
||||
|
||||
1. **Onboarding** (Days 0-90) - Initial setup, training, quick wins
|
||||
2. **Adoption** (Months 3-6) - Feature expansion, workflow integration
|
||||
3. **Value Realization** (Months 6-12) - ROI measurement, outcomes tracking
|
||||
4. **Expansion** (Ongoing) - Upsell, cross-sell, new use cases
|
||||
5. **Renewal** (Annual) - Contract negotiation, value demonstration
|
||||
|
||||
---
|
||||
|
||||
## Onboarding Best Practices
|
||||
|
||||
### First 30 Days Checklist
|
||||
- [ ] Welcome email and kickoff call
|
||||
- [ ] Implementation plan creation
|
||||
- [ ] Quick wins identification
|
||||
- [ ] Training schedule establishment
|
||||
- [ ] Success metrics definition
|
||||
|
||||
### Implementation Playbook
|
||||
```
|
||||
Week 1: System setup and configuration
|
||||
Week 2: Team training (basic features)
|
||||
Week 3: Advanced training and workflows
|
||||
Week 4: Go-live and initial support
|
||||
Weeks 5-8: Optimization and check-ins
|
||||
Weeks 9-12: First value realization milestone
|
||||
```
|
||||
|
||||
---
|
||||
|
||||
## Health Score Model
|
||||
|
||||
### Engagement Metrics (40%)
|
||||
- Login frequency
|
||||
- Feature usage depth
|
||||
- Active users / Total users
|
||||
- Session duration
|
||||
- Support ticket volume
|
||||
|
||||
### Product Metrics (30%)
|
||||
- Feature adoption rate
|
||||
- Workflow completion
|
||||
- Data quality
|
||||
- Integration usage
|
||||
|
||||
### Relationship Metrics (20%)
|
||||
- Executive sponsor engagement
|
||||
- QBR attendance
|
||||
- NPS / CSAT scores
|
||||
|
||||
### Business Metrics (10%)
|
||||
- ROI achievement
|
||||
- Renewal likelihood
|
||||
- Expansion potential
|
||||
|
||||
### Health Score Calculation
|
||||
```
|
||||
Green (80-100): Thriving, expansion ready
|
||||
Yellow (60-79): At risk, needs attention
|
||||
Red (0-59): High churn risk, intervention needed
|
||||
```
|
||||
|
||||
---
|
||||
|
||||
## Retention Strategies
|
||||
|
||||
### Proactive Outreach
|
||||
- Weekly check-ins (first 90 days)
|
||||
- Monthly business reviews
|
||||
- Quarterly executive reviews
|
||||
- Annual strategic planning
|
||||
|
||||
### Value Delivery
|
||||
- Regular ROI reports
|
||||
- Success metrics dashboards
|
||||
- Best practice sharing
|
||||
- Industry benchmarking
|
||||
|
||||
### Risk Mitigation
|
||||
- Early warning system
|
||||
- Churn prediction model
|
||||
- Intervention playbooks
|
||||
- Win-back campaigns
|
||||
|
||||
### Renewal Process Timeline
|
||||
- **90 days before**: Initial conversation
|
||||
- **60 days before**: Proposal preparation
|
||||
- **30 days before**: Contract presentation
|
||||
- **Renewal date**: Execution and celebration
|
||||
|
||||
---
|
||||
|
||||
## Expansion Playbook
|
||||
|
||||
### Upsell Triggers
|
||||
Health score > 80
|
||||
High feature adoption
|
||||
Executive engagement
|
||||
Positive NPS score
|
||||
Budget season timing
|
||||
|
||||
### Expansion Types
|
||||
1. **Seat expansion** - Add more users
|
||||
2. **Feature upgrade** - Higher tier
|
||||
3. **Add-on modules** - New capabilities
|
||||
4. **Professional services** - Implementation help
|
||||
5. **Training programs** - Certification
|
||||
|
||||
### Conversation Framework
|
||||
1. Review current success
|
||||
2. Identify growth opportunities
|
||||
3. Present relevant solutions
|
||||
4. Quantify incremental value
|
||||
5. Propose and close
|
||||
|
||||
---
|
||||
|
||||
## Customer Segmentation
|
||||
|
||||
### Enterprise (High-Touch)
|
||||
- Dedicated CSM
|
||||
- Custom success plan
|
||||
- Quarterly QBRs
|
||||
- Executive sponsor program
|
||||
|
||||
### Mid-Market (Medium-Touch)
|
||||
- Shared CSM (10-15 accounts)
|
||||
- Standardized playbooks
|
||||
- Semi-annual reviews
|
||||
- Group training
|
||||
|
||||
### SMB (Low-Touch/Tech-Touch)
|
||||
- Automated onboarding
|
||||
- Self-service resources
|
||||
- Webinars and group training
|
||||
- Email campaigns
|
||||
|
||||
---
|
||||
|
||||
## Key Metrics
|
||||
|
||||
### Leading Indicators
|
||||
- Onboarding completion rate
|
||||
- Time to value
|
||||
- User activation rate
|
||||
- Feature adoption
|
||||
- Health score trends
|
||||
|
||||
### Lagging Indicators
|
||||
- Net Revenue Retention (NRR)
|
||||
- Gross Revenue Retention (GRR)
|
||||
- Customer Lifetime Value (LTV)
|
||||
- Churn rate
|
||||
- Expansion rate
|
||||
|
||||
### Target Benchmarks (SaaS)
|
||||
- NRR: 110-120%
|
||||
- GRR: 90-95%
|
||||
- Onboarding completion: 90%+
|
||||
- NPS: 50+
|
||||
- Annual churn: <5%
|
||||
|
||||
---
|
||||
|
||||
## QBR (Quarterly Business Review) Structure
|
||||
|
||||
### Agenda (60 minutes)
|
||||
1. **Executive Summary** (5 min) - Key achievements and metrics
|
||||
2. **Business Objectives Review** (10 min) - Progress on goals
|
||||
3. **Product Usage Analysis** (15 min) - Adoption and trends
|
||||
4. **Success Stories** (10 min) - Wins and ROI examples
|
||||
5. **Roadmap and Next Steps** (10 min) - Future plans
|
||||
6. **Q&A** (10 min) - Open discussion
|
||||
|
||||
### QBR Preparation Checklist
|
||||
- [ ] Review account health score
|
||||
- [ ] Analyze product usage data
|
||||
- [ ] Gather success metrics and ROI
|
||||
- [ ] Identify upsell opportunities
|
||||
- [ ] Prepare custom deck
|
||||
- [ ] Send pre-read materials
|
||||
|
||||
---
|
||||
|
||||
## Tools & Technology
|
||||
|
||||
### CS Platforms
|
||||
- **Gainsight** - Enterprise CS platform
|
||||
- **ChurnZero** - Real-time CS
|
||||
- **Totango** - Customer success
|
||||
- **Planhat** - Revenue-focused CS
|
||||
|
||||
### Communication
|
||||
- Intercom - In-app messaging
|
||||
- Zendesk - Support ticketing
|
||||
- Slack Connect - Collaboration
|
||||
- Email automation
|
||||
|
||||
### Analytics
|
||||
- Amplitude - Product analytics
|
||||
- Mixpanel - User behavior
|
||||
- Heap - Auto-capture analytics
|
||||
|
||||
---
|
||||
|
||||
## Best Practices
|
||||
|
||||
### Communication Cadence
|
||||
- **Daily**: Monitor health scores
|
||||
- **Weekly**: Review at-risk accounts
|
||||
- **Monthly**: Account reviews with CSM team
|
||||
- **Quarterly**: QBRs with customers
|
||||
- **Annually**: Strategic planning and renewal
|
||||
|
||||
### Escalation Process
|
||||
1. **Yellow health**: CSM intervention (action plan)
|
||||
2. **Red health**: Manager escalation (save plan)
|
||||
3. **Churn risk**: Executive involvement
|
||||
4. **Contract at risk**: Save team activation
|
||||
|
||||
### Success Playbooks
|
||||
- **New customer onboarding** (0-90 days)
|
||||
- **Low engagement recovery** (yellow/red health)
|
||||
- **Expansion opportunity** (green health, growth signals)
|
||||
- **Renewal preparation** (90 days out)
|
||||
- **Churn prevention** (at-risk accounts)
|
||||
|
||||
---
|
||||
|
||||
## Customer Advocacy Program
|
||||
|
||||
### Identification Criteria
|
||||
- NPS score 9-10 (Promoters)
|
||||
- Active product champions
|
||||
- Measurable ROI achieved
|
||||
- Willing to share story
|
||||
|
||||
### Advocacy Activities
|
||||
- Case study participation
|
||||
- Reference calls
|
||||
- Speaking opportunities
|
||||
- User conference presentations
|
||||
- Product feedback and beta testing
|
||||
|
||||
### Recognition & Rewards
|
||||
- Featured success stories
|
||||
- VIP event access
|
||||
- Product roadmap influence
|
||||
- Referral bonuses
|
||||
- Advisory board invitation
|
||||
311
skills/partnership-development/SKILL.md
Normal file
311
skills/partnership-development/SKILL.md
Normal file
@@ -0,0 +1,311 @@
|
||||
# Partnership Development
|
||||
|
||||
**Strategic partnerships, channel development, and ecosystem building**
|
||||
|
||||
## Partnership Strategy Framework
|
||||
|
||||
### Partnership Types
|
||||
|
||||
1. **Strategic Alliances** - Long-term collaboration for mutual benefit
|
||||
2. **Channel Partnerships** - Distribution and reseller relationships
|
||||
3. **Technology Integrations** - Product-to-product connections
|
||||
4. **Co-Marketing** - Joint marketing initiatives and campaigns
|
||||
5. **Reseller/Affiliate** - Revenue sharing arrangements
|
||||
|
||||
### Partnership Selection Criteria
|
||||
✅ Strategic alignment with company goals
|
||||
✅ Market reach and customer base
|
||||
✅ Brand fit and reputation
|
||||
✅ Resource commitment capability
|
||||
✅ Cultural compatibility
|
||||
✅ Technical compatibility (for integrations)
|
||||
|
||||
---
|
||||
|
||||
## Partnership Development Process
|
||||
|
||||
### Stage 1: Identification (Week 1-2)
|
||||
- Market mapping and research
|
||||
- Partner prospect list creation
|
||||
- Opportunity sizing
|
||||
- Initial outreach and interest validation
|
||||
|
||||
### Stage 2: Qualification (Week 3-4)
|
||||
- Strategic fit assessment
|
||||
- Capability evaluation
|
||||
- Reference checks
|
||||
- ROI projection
|
||||
|
||||
### Stage 3: Negotiation (Week 5-8)
|
||||
- Value proposition alignment
|
||||
- Terms and structure discussion
|
||||
- Resource commitment agreements
|
||||
- Success metrics definition
|
||||
- Legal and compliance review
|
||||
|
||||
### Stage 4: Onboarding (Week 9-12)
|
||||
- Kick-off meeting
|
||||
- Training and enablement
|
||||
- System integration (if applicable)
|
||||
- Launch planning
|
||||
- Joint go-to-market strategy
|
||||
|
||||
### Stage 5: Management (Ongoing)
|
||||
- Regular check-ins (weekly/monthly)
|
||||
- Performance tracking
|
||||
- Issue resolution
|
||||
- Relationship nurturing
|
||||
- Optimization and growth
|
||||
|
||||
---
|
||||
|
||||
## Partnership Models
|
||||
|
||||
### Revenue Sharing Models
|
||||
|
||||
**Commission Structure**
|
||||
```
|
||||
Tier 1 (0-$100K): 15% commission
|
||||
Tier 2 ($100K-$500K): 20% commission
|
||||
Tier 3 ($500K+): 25% commission
|
||||
```
|
||||
|
||||
**Deal Registration**
|
||||
- First to register gets credit
|
||||
- 30-day protection period
|
||||
- Prevents channel conflict
|
||||
|
||||
**Performance Incentives**
|
||||
- Quarterly bonuses for hitting targets
|
||||
- SPIFFs for strategic products
|
||||
- Annual rewards for top partners
|
||||
|
||||
### Co-Selling Model
|
||||
- Lead sharing between partners
|
||||
- Joint opportunity pursuit
|
||||
- Split credit and commission
|
||||
- Coordinated sales process
|
||||
|
||||
### White Label / OEM
|
||||
- Partner brands the product
|
||||
- Customization allowed
|
||||
- Support model defined
|
||||
- Pricing structure agreed
|
||||
|
||||
---
|
||||
|
||||
## Partner Enablement
|
||||
|
||||
### Training Programs
|
||||
|
||||
**Level 1: Foundation** (2 hours)
|
||||
- Product overview
|
||||
- Value proposition
|
||||
- Target customers
|
||||
- Competitive positioning
|
||||
|
||||
**Level 2: Sales** (1 day)
|
||||
- Sales methodology
|
||||
- Demo certification
|
||||
- Objection handling
|
||||
- Pricing and packaging
|
||||
|
||||
**Level 3: Technical** (2 days)
|
||||
- Implementation
|
||||
- Integration
|
||||
- Troubleshooting
|
||||
- Architecture
|
||||
|
||||
**Level 4: Advanced** (3 days)
|
||||
- Solution design
|
||||
- Custom integrations
|
||||
- Advanced use cases
|
||||
- Certification exam
|
||||
|
||||
### Partner Portal
|
||||
- Deal registration system
|
||||
- Training materials and certifications
|
||||
- Co-marketing resources
|
||||
- Technical documentation
|
||||
- Support ticketing
|
||||
- Pipeline and commission tracking
|
||||
|
||||
### Marketing Support
|
||||
- Co-branded collateral
|
||||
- Joint webinars
|
||||
- Event sponsorship
|
||||
- Lead generation campaigns
|
||||
- Social media toolkit
|
||||
- Case study development
|
||||
|
||||
---
|
||||
|
||||
## Partnership Governance
|
||||
|
||||
### Partner Agreement Components
|
||||
1. **Scope**: Products, territories, customer segments
|
||||
2. **Term**: Duration and renewal terms
|
||||
3. **Responsibilities**: Each party's obligations
|
||||
4. **Pricing**: Discounts, margins, payment terms
|
||||
5. **Support**: Who handles what level of support
|
||||
6. **IP**: Intellectual property rights
|
||||
7. **Termination**: Exit clauses and wind-down
|
||||
|
||||
### Performance Management
|
||||
|
||||
**Monthly Reviews**
|
||||
- Pipeline review
|
||||
- Deal status updates
|
||||
- Marketing activity
|
||||
- Issues and blockers
|
||||
|
||||
**Quarterly Business Reviews (QBRs)**
|
||||
- Performance vs. targets
|
||||
- Market trends and opportunities
|
||||
- Strategic planning
|
||||
- Resource needs
|
||||
- Relationship health
|
||||
|
||||
**Annual Strategic Planning**
|
||||
- Goal setting for next year
|
||||
- Investment discussions
|
||||
- Expansion opportunities
|
||||
- Contract renewal
|
||||
|
||||
---
|
||||
|
||||
## Partnership Metrics
|
||||
|
||||
### Pipeline Metrics
|
||||
- Partner-sourced opportunities
|
||||
- Partner-influenced opportunities
|
||||
- Average deal size
|
||||
- Win rate with partner involvement
|
||||
- Sales cycle length
|
||||
|
||||
### Revenue Metrics
|
||||
- Partner-sourced revenue
|
||||
- Partner-influenced revenue
|
||||
- Revenue per partner
|
||||
- Growth rate
|
||||
- Profit margins
|
||||
|
||||
### Engagement Metrics
|
||||
- Active partners (deals in last 90 days)
|
||||
- Training completion rate
|
||||
- Portal login frequency
|
||||
- Marketing activity participation
|
||||
- Co-selling opportunities
|
||||
|
||||
### Satisfaction Metrics
|
||||
- Partner satisfaction score (PSAT)
|
||||
- Net Promoter Score (NPS)
|
||||
- Partner retention rate
|
||||
- Contract renewal rate
|
||||
|
||||
---
|
||||
|
||||
## Partner Tiers & Benefits
|
||||
|
||||
### Platinum (Top 5%)
|
||||
- Highest discounts (30-40%)
|
||||
- Dedicated partner manager
|
||||
- Priority support
|
||||
- Co-marketing budget ($50K+)
|
||||
- Executive engagement
|
||||
- Product roadmap input
|
||||
|
||||
### Gold (Top 15%)
|
||||
- High discounts (25-30%)
|
||||
- Shared partner manager
|
||||
- Enhanced support
|
||||
- Co-marketing budget ($25K)
|
||||
- Quarterly reviews
|
||||
- Beta access
|
||||
|
||||
### Silver (Top 30%)
|
||||
- Standard discounts (20-25%)
|
||||
- Standard support
|
||||
- Marketing development funds ($10K)
|
||||
- Portal access
|
||||
- Training resources
|
||||
|
||||
### Bronze (All others)
|
||||
- Base discounts (15-20%)
|
||||
- Community support
|
||||
- Self-service portal
|
||||
- Standard training
|
||||
|
||||
---
|
||||
|
||||
## Channel Conflict Resolution
|
||||
|
||||
### Prevention Strategies
|
||||
- Clear territory definitions
|
||||
- Deal registration system
|
||||
- Account assignment rules
|
||||
- Pricing guidelines
|
||||
- Conflict escalation process
|
||||
|
||||
### Resolution Framework
|
||||
1. **Identify**: Document the conflict
|
||||
2. **Investigate**: Gather facts from all parties
|
||||
3. **Mediate**: Facilitate discussion
|
||||
4. **Decide**: Apply partnership rules
|
||||
5. **Communicate**: Inform all parties
|
||||
6. **Prevent**: Update rules to avoid future conflicts
|
||||
|
||||
---
|
||||
|
||||
## Technology Integration Partnerships
|
||||
|
||||
### Integration Types
|
||||
- **Native**: Built into core product
|
||||
- **API**: Programmatic connection
|
||||
- **Marketplace**: App store listing
|
||||
- **Webhook**: Event-driven sync
|
||||
|
||||
### Integration Development Process
|
||||
1. Technical discovery call
|
||||
2. Use case validation
|
||||
3. API documentation review
|
||||
4. Development sprint (2-4 weeks)
|
||||
5. Testing and QA
|
||||
6. Beta customer pilot
|
||||
7. General availability launch
|
||||
8. Joint marketing
|
||||
|
||||
### Integration Success Metrics
|
||||
- Installation rate
|
||||
- Active usage
|
||||
- Customer satisfaction
|
||||
- Support ticket volume
|
||||
- Revenue attribution
|
||||
|
||||
---
|
||||
|
||||
## Best Practices
|
||||
|
||||
### Partner Recruitment
|
||||
- Target partners with existing customer relationships
|
||||
- Look for complementary (not competing) solutions
|
||||
- Prioritize quality over quantity
|
||||
- Start with pilot program before scaling
|
||||
|
||||
### Partner Communication
|
||||
- Regular cadence (don't go dark)
|
||||
- Be transparent about product roadmap
|
||||
- Share customer success stories
|
||||
- Celebrate wins together
|
||||
|
||||
### Mutual Value Creation
|
||||
- Think win-win-win (you, partner, customer)
|
||||
- Invest in partner success
|
||||
- Co-create solutions
|
||||
- Share market insights
|
||||
|
||||
### Long-term Relationship Building
|
||||
- Face-to-face meetings when possible
|
||||
- Executive sponsorship
|
||||
- Joint strategic planning
|
||||
- Continuous enablement
|
||||
385
skills/sales-strategy/SKILL.md
Normal file
385
skills/sales-strategy/SKILL.md
Normal file
@@ -0,0 +1,385 @@
|
||||
# Sales Strategy
|
||||
|
||||
**Sales process, pipeline management, and forecasting best practices**
|
||||
|
||||
## Sales Framework
|
||||
|
||||
### Sales Process Stages
|
||||
|
||||
1. **Prospecting** - Identifying and researching potential customers
|
||||
2. **Qualification** - Determining fit, budget, and priority
|
||||
3. **Discovery** - Understanding needs, pain points, and goals
|
||||
4. **Proposal** - Presenting tailored solution and value proposition
|
||||
5. **Negotiation** - Addressing objections and finalizing terms
|
||||
6. **Closing** - Securing commitment and signature
|
||||
7. **Onboarding** - Ensuring successful implementation and adoption
|
||||
|
||||
---
|
||||
|
||||
## Qualification Frameworks
|
||||
|
||||
### BANT Framework
|
||||
|
||||
**Budget**
|
||||
- Can they afford the solution?
|
||||
- What's their budget range?
|
||||
- Who controls the budget?
|
||||
- When is budget allocated?
|
||||
|
||||
**Authority**
|
||||
- Who makes the final decision?
|
||||
- Who influences the decision?
|
||||
- What's the approval process?
|
||||
- Who are the stakeholders?
|
||||
|
||||
**Need**
|
||||
- What's the pain point?
|
||||
- How urgent is it?
|
||||
- What's the cost of inaction?
|
||||
- What alternatives are they considering?
|
||||
|
||||
**Timeline**
|
||||
- When do they need it?
|
||||
- What's driving the timeline?
|
||||
- Are there any blockers?
|
||||
- What are the consequences of delay?
|
||||
|
||||
### MEDDIC Framework (Enterprise Sales)
|
||||
|
||||
- **Metrics**: Quantifiable value and ROI
|
||||
- **Economic Buyer**: Person with budget authority
|
||||
- **Decision Criteria**: How they'll evaluate solutions
|
||||
- **Decision Process**: Steps and stakeholders involved
|
||||
- **Identify Pain**: Specific problems to solve
|
||||
- **Champion**: Internal advocate who sells for you
|
||||
|
||||
---
|
||||
|
||||
## Pipeline Management
|
||||
|
||||
### Pipeline Stages
|
||||
```
|
||||
Lead → MQL → SQL → Opportunity → Proposal → Negotiation → Closed Won/Lost
|
||||
```
|
||||
|
||||
### Pipeline Health Metrics
|
||||
|
||||
**Coverage Ratios**
|
||||
- Pipeline value : Quota (Target: 3-4x)
|
||||
- New pipeline created : Closed won (Velocity)
|
||||
- Stage progression rates
|
||||
|
||||
**Quality Metrics**
|
||||
- Conversion rates by stage
|
||||
- Average deal size
|
||||
- Sales cycle length by segment
|
||||
- Win rate overall and by competitor
|
||||
|
||||
### Pipeline Hygiene
|
||||
|
||||
**Weekly Reviews**
|
||||
- Move stalled deals (30+ days inactive)
|
||||
- Update close dates realistically
|
||||
- Validate qualification criteria
|
||||
- Document next steps
|
||||
|
||||
**Monthly Audits**
|
||||
- Remove zombie opportunities
|
||||
- Re-qualify large deals
|
||||
- Update forecasts
|
||||
- Clean up data quality
|
||||
|
||||
---
|
||||
|
||||
## Forecasting Methodology
|
||||
|
||||
### Forecast Categories
|
||||
|
||||
**Commit** (90-95% confidence)
|
||||
- Verbal commitment received
|
||||
- Contracts sent or in legal review
|
||||
- Decision maker engaged
|
||||
- Timeline confirmed within 30 days
|
||||
|
||||
**Best Case** (70-85% confidence)
|
||||
- Strong engagement and interest
|
||||
- Budget confirmed
|
||||
- Decision process understood
|
||||
- Timeline within 60 days
|
||||
|
||||
**Pipeline** (25-50% confidence)
|
||||
- Qualified opportunity
|
||||
- Active conversations
|
||||
- Needs identified
|
||||
- Timeline within 90 days
|
||||
|
||||
### Forecast Formula
|
||||
```
|
||||
Commit + (Best Case × 0.75) + (Pipeline × 0.35) = Forecast
|
||||
```
|
||||
|
||||
---
|
||||
|
||||
## Sales Methodologies
|
||||
|
||||
### SPIN Selling
|
||||
|
||||
**Situation Questions**
|
||||
- Understand current state
|
||||
- Gather background information
|
||||
- Build context
|
||||
|
||||
**Problem Questions**
|
||||
- Uncover difficulties and dissatisfactions
|
||||
- Identify implied needs
|
||||
- Create awareness of issues
|
||||
|
||||
**Implication Questions**
|
||||
- Explore consequences of problems
|
||||
- Build urgency
|
||||
- Quantify impact
|
||||
|
||||
**Need-Payoff Questions**
|
||||
- Focus on solution value
|
||||
- Get buyer to articulate benefits
|
||||
- Build commitment
|
||||
|
||||
### Challenger Sale
|
||||
|
||||
**Teach** for Differentiation
|
||||
- Teach prospects something new
|
||||
- Reframe their thinking
|
||||
- Provide unique insights
|
||||
|
||||
**Tailor** for Resonance
|
||||
- Customize message for stakeholder
|
||||
- Speak their language
|
||||
- Address their specific concerns
|
||||
|
||||
**Take Control** of Sale
|
||||
- Drive the conversation
|
||||
- Push back constructively
|
||||
- Maintain momentum
|
||||
|
||||
### Solution Selling
|
||||
|
||||
**Focus on Business Issues**
|
||||
- Not product features
|
||||
- Customer's business outcomes
|
||||
- Strategic objectives
|
||||
|
||||
**Quantify Impact**
|
||||
- ROI calculations
|
||||
- Cost of status quo
|
||||
- Time to value
|
||||
|
||||
**Demonstrate Value**
|
||||
- Proof of concepts
|
||||
- Case studies
|
||||
- Customer testimonials
|
||||
|
||||
---
|
||||
|
||||
## Objection Handling
|
||||
|
||||
### Common Objections & Responses
|
||||
|
||||
**"It's too expensive"**
|
||||
- Reframe around value, not price
|
||||
- Break down cost per user/month
|
||||
- Compare to cost of problem
|
||||
- Offer payment terms
|
||||
|
||||
**"We're happy with current solution"**
|
||||
- Acknowledge their satisfaction
|
||||
- Uncover hidden pain points
|
||||
- Highlight opportunity cost
|
||||
- Differentiate on unique value
|
||||
|
||||
**"Not the right time"**
|
||||
- Understand timing concerns
|
||||
- Quantify cost of delay
|
||||
- Offer pilot or phased approach
|
||||
- Set future follow-up
|
||||
|
||||
**"Need to think about it"**
|
||||
- This is not an objection, it's a stall
|
||||
- Probe for real concern
|
||||
- "What specifically do you need to think about?"
|
||||
- Address underlying issue
|
||||
|
||||
**"Need approval from others"**
|
||||
- Map decision-making process
|
||||
- Offer to present to stakeholders
|
||||
- Provide materials for internal selling
|
||||
- Identify your champion
|
||||
|
||||
### Response Framework
|
||||
|
||||
1. **Listen** actively without interrupting
|
||||
2. **Acknowledge** their concern is valid
|
||||
3. **Clarify** to understand the real issue
|
||||
4. **Respond** with value and evidence
|
||||
5. **Confirm** the concern is addressed
|
||||
6. **Move Forward** to next step
|
||||
|
||||
---
|
||||
|
||||
## Sales Tools & Tech Stack
|
||||
|
||||
### CRM Systems
|
||||
- **Salesforce** - Enterprise standard
|
||||
- **HubSpot** - All-in-one platform
|
||||
- **Pipedrive** - Pipeline-focused
|
||||
- **Close** - Inside sales optimized
|
||||
|
||||
### Sales Engagement
|
||||
- **Outreach** - Sequencing and automation
|
||||
- **SalesLoft** - Cadence management
|
||||
- **Apollo** - Prospecting and enrichment
|
||||
- **LinkedIn Sales Navigator** - Social selling
|
||||
|
||||
### Proposal & Contract
|
||||
- **PandaDoc** - Proposals and e-signature
|
||||
- **Proposify** - Proposal software
|
||||
- **DocuSign** - E-signature
|
||||
- **Qwilr** - Interactive proposals
|
||||
|
||||
### Intelligence & Data
|
||||
- **ZoomInfo** - Contact data
|
||||
- **Gong** - Conversation intelligence
|
||||
- **Clari** - Revenue operations
|
||||
- **InsightSquared** - Sales analytics
|
||||
|
||||
---
|
||||
|
||||
## Key Performance Indicators
|
||||
|
||||
### Activity Metrics
|
||||
- Calls made
|
||||
- Emails sent
|
||||
- Meetings booked
|
||||
- Demos delivered
|
||||
- Proposals sent
|
||||
|
||||
### Pipeline Metrics
|
||||
- Pipeline value
|
||||
- Pipeline coverage
|
||||
- New pipeline created
|
||||
- Stage progression rates
|
||||
- Pipeline velocity
|
||||
|
||||
### Outcome Metrics
|
||||
- Quota attainment
|
||||
- Win rate
|
||||
- Average deal size
|
||||
- Sales cycle length
|
||||
- Customer acquisition cost (CAC)
|
||||
|
||||
### Business Metrics
|
||||
- Revenue
|
||||
- Lifetime value (LTV)
|
||||
- LTV:CAC ratio
|
||||
- Churn rate
|
||||
- Expansion revenue
|
||||
|
||||
---
|
||||
|
||||
## Best Practices
|
||||
|
||||
### Discovery Call Excellence
|
||||
- Prepare with research
|
||||
- Ask open-ended questions
|
||||
- Listen 70%, talk 30%
|
||||
- Take detailed notes
|
||||
- Summarize and confirm understanding
|
||||
- Get commitment for next steps
|
||||
|
||||
### Demo Best Practices
|
||||
- Discovery before demo
|
||||
- Customize for their use case
|
||||
- Tell stories, not features
|
||||
- Show, don't tell
|
||||
- Address their specific pain
|
||||
- Leave time for questions
|
||||
- End with clear next steps
|
||||
|
||||
### Proposal Writing
|
||||
- Executive summary first
|
||||
- Focus on their business outcomes
|
||||
- Quantify ROI
|
||||
- Include customer proof points
|
||||
- Clear pricing and terms
|
||||
- Strong call to action
|
||||
|
||||
### Negotiation Tactics
|
||||
- Know your walk-away point
|
||||
- Trade, don't give
|
||||
- Anchor high
|
||||
- Build value before discussing price
|
||||
- Get something in return for discounts
|
||||
- Use time pressure strategically
|
||||
|
||||
### Closing Techniques
|
||||
- **Assumptive Close**: "When would you like to start?"
|
||||
- **Alternative Close**: "Option A or Option B?"
|
||||
- **Urgency Close**: Limited time offer
|
||||
- **Takeaway Close**: "This might not be a fit if..."
|
||||
- **Summary Close**: Review value and benefits
|
||||
- **Direct Close**: "Are you ready to move forward?"
|
||||
|
||||
---
|
||||
|
||||
## Sales Enablement
|
||||
|
||||
### Onboarding Checklist
|
||||
- [ ] Product knowledge training
|
||||
- [ ] Sales methodology certification
|
||||
- [ ] CRM system training
|
||||
- [ ] Competitive intelligence
|
||||
- [ ] Pitch certification
|
||||
- [ ] Shadowing experienced reps
|
||||
- [ ] Role-playing exercises
|
||||
|
||||
### Ongoing Development
|
||||
- Weekly skills training
|
||||
- Monthly coaching sessions
|
||||
- Quarterly business reviews
|
||||
- Deal strategy sessions
|
||||
- Win/loss analysis
|
||||
- Best practice sharing
|
||||
|
||||
### Sales Collateral
|
||||
- One-pagers and datasheets
|
||||
- Case studies by industry
|
||||
- ROI calculators
|
||||
- Competitive battle cards
|
||||
- Demo environment
|
||||
- Email templates
|
||||
- Call scripts
|
||||
|
||||
---
|
||||
|
||||
## Success Metrics & Compensation
|
||||
|
||||
### Typical Quota Structure
|
||||
- 70-80% of reps hit quota (healthy)
|
||||
- Top performer: 150-200% of quota
|
||||
- Average: 90-110% of quota
|
||||
|
||||
### Compensation Models
|
||||
|
||||
**Base + Commission**
|
||||
- 50/50 split for new business
|
||||
- 60/40 split for account management
|
||||
- Accelerators at 100%+ quota
|
||||
|
||||
**Base + Bonus**
|
||||
- Fixed bonus for hitting quota
|
||||
- Tiered bonuses for overperformance
|
||||
|
||||
### Recognition Programs
|
||||
- President's Club for top performers
|
||||
- SPIFFs for strategic initiatives
|
||||
- Quarterly awards
|
||||
- Career progression paths
|
||||
Reference in New Issue
Block a user