We are all very smart people, and we want to use those smarts to help our customers. So, naturally, we define our customers' journey and then try to help our customers through that journey. Here's the thing. Just because we want this to be our customers' journey, doesn't mean it's the journey our customers want to take. Our customers have their own journey in mind, and they might not even know what they journey is yet. Go figure. Instead of defining the customer journey for our customers, Kia Puhm, founder and CEO of the DesiredPath, has created an intelligent framework for discovering and documenting our customers' "desired path" to using our products and then how to measure it. You will have many "ah ha" moments listening to this discussion and a few times you might even say to yourself, "Of course. It's so obvious now. I'm going to hire Kia's company to help my team do this."
And, I learned what a desired path is. It is a thing.
Learn more about Kia:
I wanted to talk to Paul Rush, founder of Substantial, a digital product studio, because he has an important point of view on selling without being in hardcore selling. Like you, Paul does not come from a hardcore sales background. Although his background is computer science and your background is in post-sales, customer-facing roles, you both are selling everyday without being in sales. Whereas Paul is selling his company services to prospects, you are selling product features, service offerings, and especially selling renewals to your software. And yet we don't think of our selves as in sales.
Please, if you learn one thing from this podcast learn this: You are in sales no matter what your job title is. And it's not that scary. Selling does not have to be about convincing people to buy from you. It is more about creating an environment that draws people to you and want to buy from you. There is science out there that indicates people buy from people they like. So all you have to do is increase the frequency at which you engage with customers. Be engaging. Be helpful. Be likable. If you do that, your customers will trust you more, and they will likely buy from you again. You will start making warm introductions between your customers and account executives at renewal time and (dare I say) you might help make these renewals with up sells.
I can't wait for you to listen to this episode.
Learn more about Paul:
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Philip Bourne, Non-Executive Director of CEdMA Europe, and former Senior Director at Symantec, joins Helping Sells Radio to talk about his new book, Technical Training Management: Commercial Skills Aligned to the Provision of Successful Training Outcomes. The book is released on 8 April 2019 just in time for the CEdMA Europe Conference in London. CEdMA is the Customer Education Management Association. The main premise of Bourne's book is that we need to "develop and deliver results that provide the customer with an expected return on their IT investment (which, in case we forgot means investment in our products)."
Connect with Philip Bourne on Linkedin:
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Many of us are growing their teams, and if you are like me, our instinct is to hire people near us. Me personally...I have a slight fear of finding someone remotely. There is a lot of trust that is necessary, and frankly, since I do not have my processes documented as well as they should be, it is daunting to hire remote help and believe they can deliver what I need. Not because the remote worker is not capable because I am not organized enough to set the right expectations and provide the right resources for a remote worker to be successful. That is on me. But after I spoke with nathan Hirsch is the co-founder and CEO of FreeeUp.com, I have an entirely new perspective and confidence that I can build and manage a remote team and grow like crazy. This episode is about helping you create a process for hiring, building, and leading a remote team. There is talent everywhere.
Learn more about Nathan: