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Making A Difference – Thoughts, Observations and Opinions
This is Dave Brock’s Blog.
It offers my views on a variety of business, sales, marketing, and leadership topic. My goal is to make a difference for you, the reader, in both your professional and personal lives.
Latest Posts
Who Are You Building Your “Customer Experience” For?
Customer experience is a hot topic. There’s lots of activity with companies building better customer experiences, whether it’s focused on the “buyer’s journey,” the post sales customer experience, or the customer life cycle. With our own company, I’ve seen how suppliers and potential vendors are restructuring things to create a “better customer experience,” or to “deepen our relationship.” I get calls from our “relationship manager” from lots of companies. They call to introduce themselves, they say they are responsible for our account, and ask how to better serve us. At some point, they attempt to pitch a product. I listen to […]
Do We Really Want To Provide Customers Added Value?
I’ve been wondering a lot about added value recently. We all talk about it, I’ve written about it, but often I think we misuse the concept. Sales people present their value to customers, they talk in compelling terms about the added value. These are often the things over and above what the customer needs that the sales person provides the customer. Often, that added value is the key differentiator offered by the sales person. As sales people, that “added value” is very important. Sales people have been trained about the added value their company provides. It’s internalized, it becomes a […]
Performance Management Friday — Funnel Churn
Have you ever looked at your funnel, or that of one of your people (if you are a manager)–on the surface, it looks healthy. You have the right number of opportunities and it’s balanced. But you aren’t producing business. Deals aren’t stalled, in fact there’s a lot going on. You may be facing a problem of Funnel Churn. It’s actually more common then you might expect. Let me give a quick illustration. A few years ago, I was working with a sales person. The first time I looked at his funnel, everything looked right. There were a good number of […]
What Are You Worth To Your Customer?
Today, Anthony Iannarino and I had a discussion on Focus.com on the Perils of Discounting. As an aspect of the conversation, we started talking about the value sales people bring to their customers. I’ve maintained the value the sales team brings to the customer is the most under-appreciated, yet most differentiated and sustainable aspects of a value proposition. Sales people don’t get it, consequently don’t get their customers to appreciate and “buy it.” Great sales people bring tremendous value to their customers–this value has the potential to surpass any discount or cheaper pricing a competitor can propose. Great sales people bring […]
Critical Closing Skills
Every once in a while a sales manager calls me, “I have a sales person who can’t close, can you help him?” Sometimes I get a call, “I need to improve my team’s closing skills?” I’m always suspicious of these calls. Closing is never the real problem. The managers are reacting to a sales person’s inability to win deals and get business, but it’s never really about closing. Deals really aren’t won or lost based on our slick closing skills or great technique, they are won and lost much earlier. Deals are won and lost in qualifying. Too often, sales […]
Earning Our Way — No More Excuses!
It distresses me, but too often I encounter people with “entitlement” attitudes. They express this in various ways, “I work really hard, why don’t I get the promotion?” “I put in a lot of effort on this proposal, why didn’t I get the deal?” “I’ve worked for this company for years, why are they treating me this way?” The list goes on, but generally the themes are focus on effort, longevity, loyalty, and often dwelling on past contributions, not current performance. But in encountering high performers or great leaders, the attitudes–and resultant actions are completely different. These people don’t focus […]