Blog Archive
Challenger’s Six Pillars of Commercial Transformation
In a world where 38% of major purchase efforts end in ‘no deal’, companies find that they badly need to do something different to…
Challenger and Sense Maker Go Together Like Steak and Salt
Our Challenger team first provided thoughts on Gartner’s new Sense Maker concept in a blog we published a few months back. Gartner has since…
The 3 Things That Bad Customer Service Coaches Do
Are you convinced that coaching is a waste of time because it doesn’t move the needle on performance? If so, then inadequate coaching is to blame.…
Entertaining The Right People: Understanding The Challenger Customer
When trying to engage a particular prospect, most sales people have historically started by asking themselves this question:
Sellers: You’re Not Getting in Early – We Have Proof
Buyers leave vendors out of problem identification 90% of the time. Recently, we discussed how buyers go out of their way to limit the number of…
3 Ways First Sales Interactions Are Fundamentally Flawed
When we start the Challenger journey with organizations and spend time with their sales teams, we often observe salespeople conducting first sales…
Small Talk: Why your customers will thank you for speaking up
Think about what happens when a rep answers a phone call – the customer states their question or issue, the rep looks their information up, and…
Challengers Make Sense
Many of our clients have asked us to interpret the 2019 Gartner for Sales Leaders study of “Givers”, “Tellers”, and “Sense Makers”. These are…
First Contact Resolution: Necessary but Insufficient
About 20 years ago, an interesting shift took place in contact centers around the world: executives started to realize that efficiency was ruining…
Customer Always Right vs. Customer Comes First – Turns Out There’s a Big Difference
When attempting to get Challenger right, remembering the key principles on change management is important…you need to know where you want to go and…
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