Robert Koehler is the Director of Customer Success Effectiveness at Compass. Robert gives his insights on building sales effectiveness teams and helping them function both as individuals and as a group.
He shares about his time managing marathon runners and how this eventually helped him see the importance of accountability within sales effectiveness and the many people involved in each process. He also talks about understanding the buyer framework more extensively.
HIGHLIGHTS
- Setting up and understanding the roles of sales effectiveness teams
- Connecting accountability groups with sales teams
- The buyer persona framework relating to what you want the customer success manager and account executive to know
- Knowing what the buyer needs from the seller to help them make a decision
QUOTES
The role of sales effectiveness teams - Robert: "What I care about is results and helping sellers be more effective in helping buyers. And that's what it's about at the end of the day. That has an implication that we have to get sharper on what we measure, what we communicate, and we're focused on performance rather than just knowledge."
On building human connections first and foremost - Robert: "Part of that trust is just being comfortable talking to them human to human, understanding their business, and an area that doesn't get much attention is understanding the economics of their business when they may not.”
Asking the right questions to identify what you're missing - Robert: "There's another question that I love that more experienced CROs and VPs of Sales ask internally which relates to the concept of opportunity cost that you raised and that is, 'why are we going to lose this deal?' Because I find that's the best anecdote or vaccination for happy ears."
Find out more about Robert in the links below:
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