Blog Archive
What is the most over-used customer service skill?
The Effortless Experience™ team here at Challenger often hears from senior leaders within customer service organizations that they want to develop…
When seeking support, your customers need a consultant
Customer service training has historically been focused on soft skills—teaching reps to be polite, warm, and empathetic to customers. But as our…
What’s Your Plan for “The Close”?
Challenger is currently conducting a wide-scale study on the current state of negotiations in B2B selling - "Commercial Negotiation" – as we’re…
Challenger Selling in a Virtual (Pandemic) Environment
For months now the most frequent request Challenger has received is for resources to help sell in a virtual environment. It’s been six months and…
Creating momentum and reducing friction to motivate organizational change
In my previous blog on organizational change, we proved that change is hard to do. Organizations can’t just will their employees to change; they…
Aligning Challenger® Skills to Your Sales Process
A certain man wanted to learn to play the piano. He watched skilled players for a while and, assuming that was all there was to it, sat down to…
Rethink Account Plans
As the world confronts the human and economic cost of COVID-19, sales leaders must focus on a strategy to survive and position their businesses for…
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.…
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