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Support ops “will be a thing”
Just as the great profession that is sales ops emerged around 20 years ago, support ops will also become a thing in the coming years. As the subscription business model becomes more popular, there will be a greater case for investing into the quality of customer support, which can be measured clearly through looking at upsells, cross sells and churns rates.
Astute businesses will aim to optimize these metrics, through investing in a support operations function that will become a crucial part of the revenue operations team.
Analyze the close rate by size of the deal
Through this analysis, Jason found that enterprise and mid-market deals with three times the size of the SMB deal being put through by the majority of SDR’s. He shifted his SDR resources to focus more on mid market and enterprise and ended up with just 15% fewer deals whilst tripling the size of the pipeline.
Paint the long term picture when influencing reps
When looking to influence reps to do something that you need them to do, it is useful to paint a long term picture. For examples, if you need them to implement a new lead generation process, it may be painful for them to learn this in the short term, but over time, you can tell them that it will make them more productive and will lead to larger commissions.
Peer to peer grading
Jason and Filevine have implemented something called peer to peer grading.
Each week, every SDR has to submit three sales calls to a peer, their SDR manager and Jason. Each person then grades all three videos using the Exec Vision software. The aspects of this grading feedback process is very powerful and I’m sure Jason’s SDR’s are going to improve at a rapid rate with the added social pressure of having to share sales calls with the people they work with each day.
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