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I Listened to 1000 B2B SaaS Sales Calls

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Re: I Listened to 1000 B2B SaaS Sales Calls

#51

Post by HectorComtura »

s1k3 wrote: post #13
mtmail wrote: post #10

> In most sales orgs, calls are being recorded by Zoom, > Gong or Chorus. To my surprise these calls are littered > with countless discussions of health. IMHO that sales calls are recorded is the bigger issue. People talk about their health in video chat because they feel it's a private conversation. I wouldn't shame people for talking about private matters but rather question why 1000 sales calls were (long-term?) r…

Sales calls are recorded for a number of reasons. Most of them good for the customer. You should be happy people want them recorded it means they care

They're recorded to improve process to deliver a better buying journey, improve products etc etc.

We use them (transcripts) to power our platform so we collect the customers voice and make it reportable to deliver into the CRM. Multiple usecases like product improvements, business strategy and understand WHY you're winning deals.

Tools like gong/chorus etc are great for coaching, recommend them highly.

Re: I Listened to 1000 B2B SaaS Sales Calls

#53

Post by mbesto »

CPLX wrote: post #43
cercatrova wrote: post #28

Earlier quoted context omitted.

As someone that's done sales, it is very important to qualify even incoming leads. I can't count how many times I wasted my time because the person who thought they wanted the product actually wasn't a good fit. After I implemented a lead qualification pipeline, that number dropped dramatically and the leads that did qualify were, predictably, much more likely to buy.

Yeah but qualify them by showing them the fucking software. It's gotten so bad out there that I've gotten to the point where I just refuse to do qualifying calls. When I can smell one brewing I just email and say I'd like my first call to be one where I can see someone using the software via screen share, or be given the opportunity to log in or have a test account myself. I don't care if I'm talking to a high school…

> Yeah but qualify them by showing them the fucking software.

As a potential buyer, I immediately ask to get a pre-sales person on the call otherwise I'm not joining the call. Get's them to move pretty quickly.

Re: I Listened to 1000 B2B SaaS Sales Calls

#54

Post by ayewo »

HectorComtura wrote: post #50

I was just reading this article and noticed that they were talking about salesforce data hygiene. So, we take transcription and use it to empower the reps to update salesforce to fix this (Comtura.ai). One of the things we noticed from user interviews was that they'd actually just be ctrl + F'ing through gong or zoom transcripts to find the right information. Whilst the overlay (Dooly/SP) is something we offer. We ac…

How do you compare to Fathom.video?

Re: I Listened to 1000 B2B SaaS Sales Calls

#55

Post by duxup »

seanherron wrote: post #6

I didn't expect to learn much from this article - but it actually really resonated with me. I often am responsible for purchasing decisions and found much of the advice to sales reps really insightful. (1) The number one thing that bothers me is when I reach out to a company to explore their product and I get scheduled with a BDR who's sole job is to "qualify" me as a lead. I know BDRs are in a tough spot - but if yo…

> Offer to send some swag to the implementing team at your customer - not just your champion.

This seems weird to me. I guess if it works to send some trinkets to people you do it… but if it makes a difference to them I’d be kinda judgmental about that fact ( not really related to the sales process).

Personally I don’t want more trinket crap in my life but maybe other folks feel differently.

Re: I Listened to 1000 B2B SaaS Sales Calls

#56

Post by lazyasciiart »

jedberg wrote: post #31
hn_throwaway_99 wrote: post #26

Earlier quoted context omitted.

No, it's not. That information may be "HI", but it's not "PHI", that is the "protected" part has a specific legal definition under HIPAA, and nobody in that call has any additional legal requirements based on the fact that someone said Jenny is pregnant.

Doesn't that depend on how they know that information? If that's Jenny's boss on the phone and she shared that with her boss so she could claim FMLA benefits and days off for health reasons, doesn't her boss have a duty to keep it private?

PHI is a technical term that means you are talking about HIPAA restrictions. Other laws can very well limit what you can share, but that doesn’t get referred to as being PHI.

Re: I Listened to 1000 B2B SaaS Sales Calls

#57

Post by daniel-cussen »

CPLX wrote: post #43
cercatrova wrote: post #28

Earlier quoted context omitted.

As someone that's done sales, it is very important to qualify even incoming leads. I can't count how many times I wasted my time because the person who thought they wanted the product actually wasn't a good fit. After I implemented a lead qualification pipeline, that number dropped dramatically and the leads that did qualify were, predictably, much more likely to buy.

Yeah but qualify them by showing them the fucking software. It's gotten so bad out there that I've gotten to the point where I just refuse to do qualifying calls. When I can smell one brewing I just email and say I'd like my first call to be one where I can see someone using the software via screen share, or be given the opportunity to log in or have a test account myself. I don't care if I'm talking to a high school…

No post body was provided.

Re: I Listened to 1000 B2B SaaS Sales Calls

#58

Post by seanherron »

duxup wrote: post #55
seanherron wrote: post #6

I didn't expect to learn much from this article - but it actually really resonated with me. I often am responsible for purchasing decisions and found much of the advice to sales reps really insightful. (1) The number one thing that bothers me is when I reach out to a company to explore their product and I get scheduled with a BDR who's sole job is to "qualify" me as a lead. I know BDRs are in a tough spot - but if yo…

> Offer to send some swag to the implementing team at your customer - not just your champion. This seems weird to me. I guess if it works to send some trinkets to people you do it… but if it makes a difference to them I’d be kinda judgmental about that fact ( not really related to the sales process). Personally I don’t want more trinket crap in my life but maybe other folks feel differently.

This is more of a post-sales item. A pivotal part of a renewal is going to be how successful implementation is - and that success is largely dependent not just on the sponsor of the project but on the team that supports them. Those folks are often the ones who don’t get the trinkets. Something like a nice jacket or even a pair of socks can go a long way to building positive sentiment there.

Re: I Listened to 1000 B2B SaaS Sales Calls

#59

Post by seanherron »

cercatrova wrote: post #28
seanherron wrote: post #6

I didn't expect to learn much from this article - but it actually really resonated with me. I often am responsible for purchasing decisions and found much of the advice to sales reps really insightful. (1) The number one thing that bothers me is when I reach out to a company to explore their product and I get scheduled with a BDR who's sole job is to "qualify" me as a lead. I know BDRs are in a tough spot - but if yo…

As someone that's done sales, it is very important to qualify even incoming leads. I can't count how many times I wasted my time because the person who thought they wanted the product actually wasn't a good fit. After I implemented a lead qualification pipeline, that number dropped dramatically and the leads that did qualify were, predictably, much more likely to buy.

Often BDR calls don’t even focus on if the product is a good fit - it’s “how much budget do you have?” “Are you the decision maker?” “When are you looking to make a purchase?”. That’s, frankly, a waste of time for me. It’s one thing to have an initial call to show off core functionality and see if there’s a good fit - but if the focus is just trying to determine how much money I have, then it’s going to leave me fairly annoyed that I spent time on the call.

Re: I Listened to 1000 B2B SaaS Sales Calls

#60

Post by manv1 »

hn_throwaway_99 wrote: post #15

Just thought the call out for "Protected Health Information" was weird, and it's wrong . If you're just having small talk with someone on a zoom call and you say "Yeah, that last COVID booster really wiped me out, I was in bed for 2 days", that doesn't mean the call contains "PHI". First of all, you shared it. The whole reason for protecting PHI in the first place is limiting what others can do with your information,…

The HIPAA privacy doesn't apply to employers, unless that employer is self-insured. There are a bunch of rules around that.

But PHI as a concept doesn't need HIPAA. In fact, it's probably good practice to isolate PHI, even if you don't need to be HIPAA-compliant. The PHI is only one join away anyway.

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