When Sales discovers that you can measure customer centricity
I absolutely love it when you look at adjacent teams and they suddenly start to develop an insight into how to measure customer centricity.
The below example is from Gong, an AI-based tooling company that can listen in on sales calls for analysis.
If you think about it, this is how we also structure product flows. We try to distribute the friction as much as possible, it's a constant going forward and backward. Think about your sales calls like a discovery opportunity without scaring the customer, they can close the browser - or in your case hang up the phone - whenever they want. And they will if they are overwhelmed
They have other fun statistics as well. Turns out, if you listen more to your leads you're more likely to be a top rep.
Top Reps: Talk 46% of the time.
Bottom Reps: Talk 72% of the time.
The ideal amount of problems you want to address in a sales call is statistically somewhere around 3-4, the same sweet spot we aim for in information architecture and navigational concepts.
#customercentric #productled #sales