Taylor Page

Your go-to-market efforts shouldn't feel like... 🫨🚨🤕 When your team is busy tracking down content, manually personalizing it, and wondering if any of it is working – it's chaos. Enablement makes it easy to onboard faster, train better, find content quicker, and measure the impact of it all. Ready to kick go-to-market chaos to the curb? Learn more, here: https://bit.ly/4cno6hv ​

1

ZoomInfo Copilot is working 24/7 — surfacing important updates you should know about your top accounts.  With breaking alerts delivered via Slack, you'll never miss when a buying group shifts or a key account spikes on intent. 🔔 Have a question about one of your accounts? Ask Copilot's interactive, AI-powered chat and get answers in seconds.  Ready to give Copilot a try? Request a demo: bit.ly/3Kj4myP #ZoomInfoCopilot

1

Are you building an SDR/BDR function? Stop what you are doing and read this. Megan Hardy is some you need to learn from - I’m stoke I get to learn from her EVERYDAY She’s really brilliant. She’s freaking cool. She’s got a fire to win like no other. She’s a builder. She’s a wife and mother with an awesomely cool family……..ask Chester Hardy….he’ll agree 😁 She cares about her people……..but doesn’t put up with nonsense. She done this multiple times….. She’s been an SDR (multiple times), AE (multiple times), run enablement (multiple times)…… Built a kickbutt SDR/BDR organization multiple times……… Read the dang thing….. She knows her stuff……. https://lnkd.in/gFG7qSem. #sdr #bdr #sales #saas #enablement #rockstar #leadership #restauranttech #wfm #leader

18

1 Comment

ZoomInfo Copilot is working 24/7 — surfacing important updates you should know about your top accounts. With breaking alerts delivered via Slack, you'll never miss when a buying group shifts or a key account spikes on intent. 🔔 Have a question about one of your accounts? Ask Copilot's interactive, AI-powered chat and get answers in seconds. Ready to give Copilot a try? Message me today ! #ZoomInfoCopilot #zoominfo

3

CS teams NEED to start "managing up" with execs and the board by talking about REVENUE. Yes, you can keep talking about sentiment and feelings, but start with the $. Don't lead with churn- Bottom-line-focused execs don't like that headline, so you need to tell the story better. An informal poll had CS teams owning over 50% of the revenue of many SaaS companies. Lead with this and have it be your first talking point. From there you will be able to get more things done with other departments, as your requests will be revenue-focused Need to get a Customer Success Platform as you scale? Point to revenue and the potential to lose revenue without efficiencies Need to hire more to prevent burnout? Point to Revenue potential with renewals and upsells Talk in the language your execs and board want to hear.

44

13 Comments

Day -5, Customers - 4, ARR - $0 If you aren’t a force multiplier as an IC, you won’t be as a manager In some cases I have seen people make bigger impacts on culture as an IC peer vs team lead. IC’s can - set the standard - educate their peers - sympathize and empathize - problem solve by truly understanding the problem Impacting a culture can seem daunting, if you are struggling to get started, show up with relentless positivity and you will figure it out from there

13

2 Comments

Starting RevOps? Here's how to NOT fall flat on your face Imagine starting a new job where things are a bit messy, like a fresh mountain of snow. Building RevOps from scratch is kind of like that. Here's how to be a superstar (and avoid wiping out): 1) Listen Up: Ask questions and understand how things work before you start changing everything. 2) Don't Be Reckless: Take smart chances that can make things a lot better, but don't jump in head first. 3) Learn from the Past: Just like a good skier knows the mountain, use your experience to make good decisions. 4) Get Moving: Don't just stand around – take action and make things happen. The goal? Figure out what's most important, make things smoother, and pick a clear direction for your business. Bonus Tips for a Smooth Ride: 1) Be Bendable: Things change all the time, so be ready to adjust your plans. 2) Follow the Clues: Numbers and data are like your compass – use them to see how you're doing and make changes. 3) Talk it Out: Tell everyone where you're headed and why they should care. 4) Celebrate Small Wins: Building RevOps takes time, so pat yourself on the back for progress along the way.

67

28 Comments

Getting started in RevOps takes some serious prep. 💪 You can’t just jump in and expect to have it all figured out from Day 1. Feeling a bit overwhelmed at first is totally normal. But hey, we’ve got your back! 🚀 Join us on “The RevOps Ramp Up: A 30-60-90 Day Plan”, where Sara Browne, Mark Whitlock, and I walk you through the precise steps to hit the ground running. In our session, we’ll cover: ✅ Your game plan for the first 30, 60 & 90 days in RevOps ✅ Short-term & long-term goals to focus on during the ramp period.  ✅ A handy checklist to speed up your ramp-up process. Save your spot - https://lnkd.in/gg7XC7iM #revenueoperations #revOps #webinar #onboarding #rampup

28

Zendesk is giving your workspace a makeover to help you focus and save screen space. Accordion menus and collapsible navigation in the Admin Center started last March 27th! No action needed, these features will roll out automatically. Learn more and see what to expect here: [https://lnkd.in/e7Wny5W6]. #Zendesk #CustomerSupport #CustomerService #Collaboration

2

The Omnichannel Imperative Today's customers aren't channel-bound. They might switch from a support ticket to live chat to a phone call – all within a single issue. As Customer Success leaders, we must ensure they receive consistent, high-quality support regardless of how they engage. Here's where inconsistencies hurt: Repeating themselves: Customers hate having to re-explain their issue every time they switch channels. It's frustrating and wastes time. Conflicting information: Support reps across channels must agree on product updates, policies, and solutions. Lost trust: Inconsistent service erodes customer confidence, making them question whether your company has their best interests at heart. How to achieve omnichannel excellence: The first step is acknowledging that each communication channel has its nuances. Email requires clarity and thoroughness, while social media demands quick, more engaging responses. Live chat is all about rapid resolution, and phone support provides a personal touch, often needed for more complex issues. Like a conductor, you must know how each instrument plays to make the entire orchestra work in unison. Centralized knowledge base: Invest in a robust platform where all customer interactions, case notes, solutions, and product info are stored. An often overlooked aspect is the fluidity between channels. Customers might start a conversation on one channel and continue on another. Providing a seamless transition without loss of context or quality is essential. We achieve this through meticulously maintained customer logs and data synchronization. Cross-channel collaboration: Facilitate regular information sharing and case handoff procedures between teams who manage different support channels. Customers shouldn't have to work harder because your internal processes are siloed. A consistent, seamless support experience across all touchpoints builds loyalty and demonstrates a genuine customer-centric approach. What are your biggest challenges in ensuring consistent customer service across email, chat, phone, and other channels? #CustomerSuccess

3

Take a bow SmartRecruiters product team🔥 Its our release day and we have shipped a huge amount of new capabilities aimed at streamlining recruitment and giving hiring teams the tools they need. Here's what's in store: 🔹 Seamless Integrations With Slack and Teams Get real-time notifications and quick action links right where you need them—inside your favorite apps for communication and task management. 🔹 Supercharged Screening Efficiency with Conditional Questions Customise your screening process based on candidate responses, making decision-making faster and more efficient. 🔹 Cutting-Edge AI and Data Analysis with SmartAnalytics Access a vast library of skills and occupations for advanced reporting and filtering capabilities. We've also added some extra delights like the New Applicant Portal, Enhanced Data Validation, and AI-Driven Campaigns to make life easier for both candidates and recruiters. For all the details, be sure to head over to our What’s New page to see what's cooking behind the scenes! ✨ https://lnkd.in/d2-zBGEc #productteamareonfire #SkillsTaxonomy #saas #innovation #recruiting #genai

19

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

108

9 Comments

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!

37

25 Comments

The median BigPanda customer gets 80% alert noise reduction (or more) in the first 8 weeks of working with our AIOps platform. My deeper analysis is showing customers get positive ROI in approx. 90 days (3-month payback period). Time to value is key!

10

Fighting about Renewal processes isn't adding any value to the ongoing CSM conversation. I get it. CSMs need to be more commercial CSMs have to own their book of business CSMs need to manage the renewal cycle CSMs need to go after the expansion CSMs ... What I struggle with is: We sometimes seem to care more about how to justify why something exists along the internal processes we run vs. looking at why something exists in the first place. As a result, the role of Customer Success has been watered down. It became a self justification of why QBR, why relationship, why x$ book of business, why z# of headcount, why CS needs to own this now. But why is Customer Success here? In recurring revenue businesses, the transaction with a customer doesn't end at the time of the sale. The traditional funnel is dead 💀 Revenue is only recurring if we deliver impact - recurringly. The traditional funnel expanded further into a bowtie, which mirrors the acquisition side onto retention. Long life the funnel 😇 And while Marketing needed to extend their own domain deeper into the Customer Journey from awareness to expansion, Customer Success owns most of the magic, helping customers achieving recurring impact. So what is impact? Well, that's for you to define. What does good look like (WGLL) for your customers? What do they expect and what are the outcomes they are holding you accountable for? That is what Customer Success is driving along the Customer Journey. As a CS team I then ask myself and build playbooks around: → How do I achieve frictionless onboarding & activation to first WOW? → What topic education & change management is needed at the customer? → What internal alignment do I need to create which elevates the customer experience, but goes unnoticed by the customer (they don't care about our processes) → What product enablement is crucial for the customer? → How does the customer ecosystem (e.g. partners) look like and how does it influence value delivery? → How are outcomes achieved, how do they happen recurringly and how are those experienced by the customer? ... and how can I deliver against that. Renewals, expansions, referrals all happen as a natural result of that. What questions are you asking yourself ? #CSM #saas #revenue and picture credit to Jennifer Peters 😎

17

10 Comments

Speed to lead might sound simple, but the architecture behind it is anything but. ZoomInfo's demo routing is powered by Zoominfo Enrich, which we used to create a system of models and workflows for SDRs to connect prospects with closers (AEs). As always, our goal is to optimize outcomes while maintaining equitability for reps. Let's break it down: ⚖️ Balancing Model: Designed within Salesforce, this system prioritizes demo allocation by evaluating the number of eligible events over their event quota over a rolling period to ensure a fair distribution of leads among AE cohorts. 📏 5 Tier Prospect Scoring Model: Dynamically assesses and assigns prospects to a tier based on channel, segment, win rate model, and title department rating collected and enriched at the time a prospect fills out a form via ZI form complete.. 🏆 Win Rate Model: Leveraging ZI enriched data points, this model refines demo allocation by categorizing prospects and accounts into win rate cohorts based on thousands of ZoomInfo’s industry-specific and title data points, such as # of sales employees and recent funding activity all help pinpoint the best meeting. ✅ AE Tiering Eligibility: Based on segment and ACV quota, AEs are eligible from anywhere from 1 to 4 tiers of demos. The demo router matches eligible AEs to a prospect tier to determine whether or not an AE is best suited for this particular meeting. 🗓️ Availability Integration: Through direct integration with Google Free/Busy API, we prioritize speed to lead by matching AE availability with the time the SDR coordinated with the prospect. This way we can book more same-day and next day meetings. The magic is that an SDR simply has to hit a button to initiate this process and schedule a meeting, making the handoff and tracking practically seamless We're continuously refining our model to adapt to nuances like PTO, market changes, and shifting demands to keep our leads flowing as quickly and smoothly as possible. See what Steven Bryerton, our SVP of New Sales has to say about Speed to Lead 👉 https://lnkd.in/gSQ5JyrD 

31

5 Comments

I don't understand SDR's pitches Every now and again I'll receive an SDR call, that usually sounds something like this: 🔹 They provide visibility into something 🔹They automate a complex manual process 🔹Their customer include a few large names that I've likely heard about 🔹Their customers have seen some kind of percentage of growth/ROI But.. What does the product/service do? This is often a side point or an afterthought I then ask the SDR to explain what they are offering. This question often throws them off, and I'm always surprised by how difficult it is to answer. I don't blame the SDR; these are the messages they receive. They receive them from us. My question is to the Product Marketers and Sales Leaders: With time, did your message become so focused on the product's benefit that someone learning about it for the first time can't make out what you do?

26

2 Comments