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When Sales discovers that you can measure customer centricity

www.leahtharin.com

When Sales discovers that you can measure customer centricity

Leah Tharin
Oct 17, 2022
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When Sales discovers that you can measure customer centricity

www.leahtharin.com

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

Discovery call question velocity


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.

Talk to listen ratio of discovery calls



Top Reps: Talk 46% of the time.
Bottom Reps: Talk 72% of the time.

Uncover 3-4 problems in your discovery call


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

Source Article:
https://www.gong.io/blog/deal-closing-discovery-call/

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When Sales discovers that you can measure customer centricity

www.leahtharin.com
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