I am not a sales lead

Saleslead

I have been doing considerable thinking about the current state of B2B sales and marketing and what is possible given new levels of social interaction, widespread publishing (blogs, Twitter, etc.), and connectedness.  One thing I continue to come back to deals with "demand signaling."  I have seen this referred to as a "personal RFP" or "broadcast shopping" as I have done more reading on the the topic but see very little being done to capture or consider it in any company's day to day operations.  I even wrote a post a while ago about how "we" are the missing piece of social selling.

B2B lead generation is all about getting contact information of prospective buyers that signal some kind of intent then dropping them into a process of nurture and follow up with an eye on converting them to a paying customer at some point.  The problem with this approach is that the "intent" is usually related to downloading a whitepaper, attending a webinar, or merely visiting a website – all of which demonstrate some type of interest but only in rare situations someone ready to make a purchase (see "leads are weak" clip from Glengarry GlenRoss).  People that want to buy from you contact you directly.

So why are millions of dollars, countless hours, and a significant chunk of a marketing team's energy devoted to putting up huge numbers of "leads" that salespeople often struggle with to move through the sales process because they weren't really qualified in the first place?  Good question.

Here's a two step framework to begin to put this into practice for all of us that sell (we all sell something):

Qualify yourself in (or out) – just do a little bit of research before you send that next email and see if the person on the other end is really in need of your product or service.  The bar is not high here and I am continually amazed at how most people will not even do a simple web search on me or my company before sending a pitch. That is one of the key values of a product like Gist.  It does this for you, just use it! At a minimum, visit the company's home page and read the most recent news.

Qualify me in (or out) – Am I asking for what you sell?  Did I blog about it, tweet about it, etc.?  These are really easy indicators to see for anyone who has a public social profile and will make the timing and appeal of your pitch so much better. 

I even decided to set up a Facebook Page to rally around this topic and share examples of doing this poorly.  Check out the "I Am Not A Sales Lead" page, post your stories, and help me spread the word!

Sales = Support

Help

If you sell an on-demand product (SaaS, web app, etc.) you need to get your head around this.

Buying decisions will be made not on how good or efficient you are at selling but at how amazing you are at support.  In a world of monthly subscription business models, lots of alternative products, and relatively low switching costs, you are in the renewal business. Happy customers renew.  

With such little friction to try your product, form an opinion, and measure your value, you are left with differentiating on how you support those efforts.  Support is not an afterthought or a cost center.  It is now the way you will engage, amaze, and retain customers.  

Gone is the sales pitch and scripted demo.  We live in a world of instant access and "let me try it first, I'll contact you with any questions." 

Listen to what people are saying, engage quickly, resolve problems diligently, and make support the core of your selling activities.

It’s not just about the technology

I have been wanting to create an animated video with Xtranormal for some time and finally got around to trying one out.  This is a really easy and clever way to produce animated clips with a script you write.  It is still a bit clunky in translation but that adds to the entertainment. 

Here's mine on the startup sales pitch to a business focusing on how it works vs. what it does and value delivered. 



This technology will only improve as time goes on making creating something like this easy for anyone and the end product polished like it was done by a professional.

Headed to the Inside Sales Leadership Summit in Minneapolis

AA ISP logo

I am on my way to Minneapolis where I will be giving a presentation around the bottom line results that can be derived from using social media in the sales process.  I'll be co-presenting with Matt Heinz of Heinz Marketing and am looking forward to showing off how to use Gist as a sales tool at the event. 

If you are going or are in Minneapolis and want to connect, let me know robertcpease at gmail dot com.

I'll post summary thoughts and key takeaways as well.

Sales is support

This is one of my current favorite sayings especially since we have just released Gist in public beta.  Because on-demand software can be accessed, tried, and consumed with relatively little front-end involvement by the company or its staff, support has become the sales function.

Knowing when, where, and how to engage is critical as is doing so without being to "salesy" or self-promotional.  Answer people's questions, address their concerns, and let the product do the marketing for you.

Doing this requires not only a singular focus on users and user experience but having the infrastructure in place to hear what is being said (reference listening framework), a system to manage incidents/tickets, and the technical expertise available to quickly address questions, fix bugs, and even take ownership of a feature request and deliver it for that specific user.

If you nail it, word will spread about your attentiveness and laser focus on the end-user.  This isn't really an earth shattering concept as world-class companies have known for many years that you can truly differentiate from your competitors with outstanding customer service.  You make it an afterthought at your own peril.