Challenger Sale

Insight Selling Can't Be A Production Line

The pipe dream that we can manufacture insights en masse to be pushed out by marketing to align with ‘the buyer’s journey’ is akin to thinking a Henry Ford assembly line approach lends itself well to marriage counseling. Marketing automation will only take you so far. Using insights to attract buyers is a valid strategy but it’s a mistake to think that it can be executed well with spray-and-pray e-mail marketing or telesales environments for a hand-off to field sales or channel partners. Marketing automation has reached terminal velocity yet when you survey what's actually happening in the field, you'll often discover a resounding thud. Think about it yourself, when's the last time you personally responded to a generic templated drip campaign?

I realize it may sound contrarian but let's get to the deeper point. The click-through rates for e-mail have sunk to under 10% and phone calling contact rates are dismally less than 3%; with both trending worse every year. It definitely damages your brand and deafens your audience the more they feel they are being targeted with spam. The result is that when you’ve got something really important to tell them, chances are it will be ignored. Cultivating your inner Artful Dodger or Slick Willy to get past gatekeepers on the phone, requires some ninjitsu and can be done. Customers have heard everything and see it coming a mile away. But reps still boast about it! The latest script that insidiously promises a key insight report. Crafting a template that looks like an "authentic personal email" is also ubiquitous but customers receiving it tend to hit "delete." There is a better way! Executives are rolling their eyes in meetings these days within 90 seconds thinking, "Please teach me something I don't already know." Truth be it told, senior executives often seldom even see the bulk of their email. They do get LinkedIn notifications that vibrate in their pocket so making that count, prevents deleting your connection.

Predictable models for scaling revenue have been somewhat of a ‘Fountain of Youth’ concept since time immemorial. Just like any other growth industry, it's susceptible to the quick fix mentality. While seductive in concept, the predictable revenue assembly line model breaks down in practice. To achieve strong determinant growth you must have leadership, innovation, intrinsic value, strategy and great execution. It all comes down to people and it’s detrimental to business if you treat your team as expendable commodities.

Leading with insight means leading with insightful people. Teach your team to think strategically and to efficiently segment key targets, build domain expertise, understand industry drivers and trends, and to understand what a compelling business case looks like. Train them on how to leverage innovative methods to engage professionally with senior stakeholders within social communities to then be on the radar early in the awareness phase of the buying cycle. Any communications medium will always be limited by the power of the message transmitted by it. Teach your team to do their homework, to diagnose and prescribe leveraging the treasure trove of data that is increasingly freely available in the latest incarnation of the interwebs. Do they understand the true implication of trigger events in accelerating buying cycles?

Breaking up your team to make them more tactical in specialized or compartmentalized segments is the antithesis of teaching strategic thinking to even the sales people just starting out. It's a sexy idea that if they do less, they'll be more powerful. But teaching someone to fly a prop plane in flight school by darkening out the controls could spell disaster. Take a holistic approach so the sales force can think independently, collaboratively and be a trusted advisor to each customer.

I am not saying that inside sales call-centers and specialized sales roles won't work for transactional opportunities. It just seems to miss the mark for complex solution selling. When I ask sales executives to define ‘strategic selling’ I often get a very long awkward pause or an off-base answer. Here’s the reality in complex B2B selling – senior sales people are themselves best equipped to create their own early engagement pipeline. They need to personally build their brands, establish contact and engage with insightful conversations at senior levels.

The foundational key input for creating high margin revenue is, and has always been, early strategic engagement at the right levels. There are strategies and there are tactics – know the difference and use them wisely. A one-size-fits-all approach to B2B messaging is a clever mirage. Pundits will swear by the latest and greatest predictable system for driving revenue into a company but fads come and go. Any communications medium that allows blasting, eventually gets regulated. It's short-term thinking! At the end of the day, leading with insight in good old-fashioned targeted prospecting, backed with diagnostic consultative selling will continue to prevail. It's the type of approach that requires slowing down to speed up. Lincoln may have captured this ethos the best, "Give me six hours to chop down a tree and I will spend the first four sharpening the axe." The potential revenues and margins need to support the high level of investment. Beware the relentless commoditization of solutions and the trap of applying expensive business models to low margin transactional commerce.

The meta-skill of strategic selling will always sit above an engagement medium whether executed old school talking on a phone or new school in social. Strategic selling is not going away anytime soon. I've developed a road-tested framework for this that can be performed in real-time on the back of a napkin sitting at a café in Paris. How can we challenge ourselves to relentlessly think strategically in the context of any toolset? I've crafted it to withstand and be adaptable to the frenetic pace of technology evolution and change. All factors being equal, how we think will transcend the crutch of tools of the trade every time. It's the golfer, nary the club after all!

The medium changes, good messaging will always prevail.

If you valued this article, please hit the ‘like' and ‘share’ buttons below. This article was originally published in LinkedIn here where you can comment. Also follow the award winning LinkedIn blog here or visit Tony’s leadership blog at his keynote speaker website:

Main Image Photo by Flickr: Paul VanDerWerf

Before Challenging – Focus On Ideation

The Challenger Sale by Matthew Dixon and Brent Adamson from the Corporate Executive Board has been with us for a few years now. It’s a great book and recommended reading for anyone in complex B2B selling. It’s been controversial not only because it claims to be new and groundbreaking, but because it pushes sales people to provocatively challenge customers. I’ve reviewed Challenger Selling and I think the book is brilliant but the concepts are extremely difficult to implement.

Matt and Brent are to be applauded rather than criticized and anyone who thinks that Challenger is about the ‘hard sell’ is missing the point. Hard selling, push selling, arrogant selling, telling is selling; all fails, especially in Asia where I am as I write this. Causing your prospective customer to lose face as you tell them that they could be doing things better in Asia is kamikaze sales behavior. So is bullishly breaking china with your peacock-chested lecturing; it may be a winning persona at the sales kickoff but it alienates old school CXOs everywhere else. Instead, humility with gravitas goes a long way in all cultures.

The concepts of Challenger Selling are not new. For proof, see page 82 of The Challenger Sale book and you’ll find Neil Rackham’s SAFE:BOLD framework. Challenger is an iteration of Insight Selling which was built on Value Selling which was built on Solution Selling. Lots of great minds evolving strategic B2B selling practice over the years and kudos to Neil Rackham, Jim Holden, Keith Eades, Bob Miller, Steve Heiman and many others. In some ways the strategic selling labels are just semantics – engage and develop the right relationships by leading with insight, then focus on value and build trust. In the background; have a strategy, overcome the competition, map the political power-base, and understand their evaluation, selection and procurement processes. My meta-framework for strategic selling is exactly this and I published before Challenger.

Don’t misunderstand me, there is huge value in The Challenger concepts but in the hands of the naïve it can manifest as pushy 1980s ‘telling is selling’ behavior in the eyes of prospective clients. For Challenger to work, you must go deep, bottom of the ocean deep, and that’s not easy or cheap. Challenger goes beyond a sales persona, it’s an organizational capability. Sales, marketing and management must all come together and be 100% committed to transformational change in the way you define customer value and go to market. It’s scary stuff; do your research and don't under-invest. For most sales organizations Challenger will be another transient fad – ‘yeah, we tried that but our sales people weren’t able to execute.’

However, if you would like to adopt a practical and pragmatic approach and take the best concepts from Challenger Selling, here is my advice. Focus on ideationand innovation for your clients. Stop thinking about what you can sell them and instead obsess about their markets and their barriers to faster revenue growth and profitability. There is real magic in going beyond B2B and instead thinking B2B2C. How can you help your clients better serve their markets and customers? This approach allows the value of your content to be the basis of attraction and engagement, rather than betting everything on the caliber of your ‘challenger super-heroes’ within the sales team.

Here’s why ideation is so important. At the end of the day, in professional selling, it’s all about the conversations that sales people have with the right people inside the customer organization – conversations that create or progress opportunities. We must obsess about what the conversation is going to be about? There is no point securing a meeting and then failing to engage and progress. Relentlessly ask yourself and your team: ‘What is it that can earn a meeting and drive a conversation to create an opportunity based on value for the customer?’ The approach sure as hell must not be about you and what you do…. no-one cares! They care about themselves, their problems and their customers, staff and stakeholders.

We need a big idea, a reason to meet, something worthwhile and intriguing to discuss. This is where the concept of ideation and Design Thinking delivers in a practical way. Design Thinking is a framework for ideation and has been with us for years. It’s an excellent way of harnessing a team’s creative juices to brainstorm and develop ideas and strategies for value and differentiation. Create a cross-functional team of your best minds and ensure the group is heavily weighted with those who know your customers intimately… why not include some of your best customer contacts in the team? Run a process where youidentify their thorniest problems, the wicked ones that stymie them. Incorporate the following steps:

  1. Identify and define the issues, then prioritize them and agree who in the customer organization is impacted most and who really cares about resolution. Who owns the problem and the budget internally and will need to approve the investment?
  2. Research, research, research. How has this been tackled in the past? Why is it important? What has worked and what has failed? What do analysts and thought leaders think? Create a body of data from which you will be able to draw insights and evidence.
  3. Brainstorm and ideate. Generate as many ideas as possible. Don't judge, debate or dive down rabbit holes. Have one conversation at a time and record all ideas. Nothing should be rejected or criticized.
  4. Agree and then develop a short-list of ideas. Refine and test assumptions. Create working models, mock-ups, process-flows… anything that creates tangible representation of your ideas. Seek feedback and refine, adjust and keep going.
  5. Select the best. Rapidly iterate, refine and evolve. Assess against the problem-solving or solutioning objective. Collaborate but avoid group-think to select the most powerful ideas. Everyone must be committed to the cause of the group, rather than being wedded to their own ideas.
  6. Execute and implement. Transition to project management mode. Assign task owners, dates and KPIs. Have deliverables with deadlines. How will you communicate the concepts and evidence the rationale and approach?
  7. Review and learn. Debrief and seek feedback. Document everything. Push it through a new iteration cycle if appropriate. Celebrate success, learn from failure. How can you improve or innovate further?

When all of this is done, then think like a publisher. Create provocative headlines and editorial content. Also create white papers and videos. Your marketing team can execute as a thought leader, exactly as recommended in The Challenger Sale without risk because they are not confronting an individual prospective customer. But remember that people are best motivated by reasons that they themselves discover… help your clients on their journey of discovery rather than preach at them. Quality content-meets-context based marketing is the key in a Social Selling 3.0 world, and the face of the content should be the person who will be executing the meetings with customer CXOs. Lock those individuals in to your company and build their brand as industry experts – it’s a brave new world for employers.

Never forget that for a sales person to execute Challenger concepts they must know what the conversation is going to be about, and it must something deeply and provocatively relevant for the customer and their world. This is why it’s so vital that you segment your business based on verticals. Challenger sales people must, by definition, be [customer] industry domain experts.

With all this in place, here is a way of leading and securing meaningful engagements with customers. The most senior people within your potential customers care about evidence-based research that identifies the trends driving change within their industry and markets. This is what you need to make the conversation about! You have something they don’t… you work with their competitors and maybe some of their customers, and you know what ‘best practice’ looks like in their industry. Or perhaps you have seen how technology or innovation is being applied in other industries and how they could adapt it to gain competitive advantage? Never divulge a customer’s secrets to their competitor; that’s a huge breach of trust. Be the sage oracle – the trusted advisor, not the gimmicky provocateur.

I believe in Challenger with a twist – do all the work suggested by The Corporate Executive Board, Matt and Brent; but then go to market with attraction rather than projection, insight rather than provocation. The content and insight should be provocative, not the sales person. There is an English proverb: You catch more flies with honey than vinegar. Attraction selling, based on insight and value, is the best approach to early engagement in complex B2B enterprises. Bring a perspective that makes you intriguing and never forget that people buy from those they know, like and trust, and who continuously create value. Understand the way that CEOs think and talk their language. Understand the customer’s mode of business and remember that only the customer is qualified to define value.

If you valued this article, please hit the ‘like' and ‘share’ buttons below. This article was originally published in LinkedIn here where you can comment. Also follow the award winning LinkedIn blog here or visit Tony’s leadership blog at his keynote speaker website:

Please purchase the book at this link: The Challenger Sale 

Main Image Photo © 2015 Matt Dixon & Brent Adamson

Finding The Change Agent Within Your Customer

Business-to-business selling is getting tougher because customer organizations are becoming more dysfunctional. The over supply of information and the rise of consensus based decision-making means that the biggest competitor in most sales opportunities is 'do nothing' / apathy or the status quo.

In a CSO Insights report published in 2012, on average, 80% of qualified opportunities in a company's CRM system are lost. yet surprisingly, one-third of those lost deals do not go to a competitor; the potential customer fails to buy anything at all.

The most important book of 2015 is The Challenger Customer because it provides genuine insights into customer chaos and provides a framework for finding the change agent (or 'Mobilizer' as coined in The Challenger Sale book back in 2012) to work with to sell and implement solutions.

Traditional wisdom has been for sales people to hunt down the influencers, recommenders and decision makers to tailor their value pitch based on role and agenda. But increasingly this just does not work because of organizational politics, competing agendas and misaligned priorities. The illustration below is from the The Challenger Customer book and highlights the problem of decision commitment (to buy anything at all) as you add more and more people to the evaluation, selection and procurement process.

But the problem is even worse than it look because instead of dealing with more that 5 people with the power to say yes or no we are increasingly dealing with 5groups of people! These groups include evaluation committees, project boards, steering committees, and not to mention the standard buyer personas of economic, user, technical, financial and line of business leaders.

The cost of sale in targeting enterprise and government is going up at the same time that savvy buyers are commoditizing the seller's offering to drive prices and margins down. Qualifying an opportunity properly has never been more important and it is a giant mistake to pursue business you cannot win. Here is my framework for winning large complex opportunities.

“The RSVPselling methodology was instrumental in us winning a contract in excess of $100 million and the framework provides clarity amidst the complexity of pursuing large enterprise opportunities.” 
Kevin Griffen, Managing Director, Orange Business Services

You can run this process on the back of a napkin in a coffee shop or on a white board in a meeting room. It was recently integrated into Sugar CRM. It's an efficient and effective framework for strategy and execution as you simply keep asking questions in the four RSVP areas to relentlessly focus on what's important.

R)elationships: Do we have the right relationships? Followed by: Are we selling at the right level? Do they have genuine political and economic power? Do our relationships provide differentiating intelligence, insight and genuine influence?

S)trategy: Do we have an effective strategy for managing relationships and competitive threats? Followed by: Do we understand the power-base and have we identified the competition (external and internal including the risk of them doing nothing)? What's our strategy for winning while engineering a positive bias in the customer's requirements toward us?

V)alue: Are we leading with insight and uniquely creating compelling business value in the eyes of the customer? Followed by: Why will they buy anything at all and is there a risk of the status quo prevailing? How are we differentiating and evidencing our credentials as lowest risk and best value?

P)rocess: Are we aligned and do we truly understand the customer’s process for evaluation, selection, approval and procurement? Followed by: Do we understand how they define and assess risk with suppliers and solutions? Do we have a close plan validated by the customer?

Excellence in execution underpins the four RSVP elements with pragmatic tools for qualifying, closing and understanding the players in the buyer organization. RSVPselling™ also incorporates concepts such as the Value Quadrant for Professional Sales Agents© and The New ROI©

The most important element in all of this is to find the puppet-master, the orchestrator of change, the pinnacle of the power base. We must have a strong personal relationship with the person who can successfully drive change within the customer organization. Doing this is the foundation of strategic selling. Be very wary of investing in a long sales cycle if you are denied access to power.

How do you find this person, or group of people? You need research and be a master of search using LinkedIn combined with old school detective skills.

If you valued this article, please hit the ‘like' and ‘share’ buttons below. This article was originally published in LinkedIn here where you can comment. Also follow the award winning LinkedIn blog here or visit Tony’s leadership blog at his keynote speaker

Main image photo from Flickr: McConnell Center 2015-9-28 Craig DeLancey on Science Fiction and Politics