Today’s guest on B2B EQ is a RevOps superstar with a demonstrated history of scaling SaaS focused organizations from pilot to full deployment. He is an established leader who is passionate about creating a great employee experience, and helping sales teams scale. Joining Tim Harris this week is Vice President of Global Revenue Operations & Sales at Alight Solutions, Brady Johnson. Brady joins Tim for a discussion on the importance of a strong customer experience, ways to make sales feel less transactional, and why building relationships with clients goes beyond just talking about the weather.

Takeaways:

• Building relationships with clients goes beyond just making small talk. To truly build relationships, you need to demonstrate value to the customer. Until you truly understand the problem they are facing, you will not be able to provide value.
• Demonstrating value to a customer goes beyond just identifying a problem and solving it. While that is helpful, the problem and solution you identify ultimately need to be tied back to the businesses outcomes.
• Buyer pushback doesn’t mean they don’t like the product, it means your sales process feels too transactional. If buyers don’t want to talk to sales, you need to focus less on revenue, and more on building relationships.
• While a strong technical knowledge is helpful, too many details can be overwhelming to a customer. Sales reps need the proper EQ to be able to build relationships first, and to know which details matter to the customer.
• Economic uncertainty leads a lot of companies to push for more sales. Instead of trying to overfill your funnel and having sales reps waste time chasing unqualified leads, focus on the ways you can drive value for your customers.
• One of the biggest opportunities for a RevOps team is enabling sales reps with good data. For example, if a customer is doing more sales pursuits than the sales team, reps should not focus on that customer. RevOps teams can provide those insights.
• Even though a buyer is shopping for their company, they buy as a consumer first. Because B2C companies like Apple have perfected their customer experience, B2B customers expect the same level of service and refinement.

Quote of the Show:

• “Critical feedback moves the needle.” - Brady Johnson

Links:

• LinkedIn: https://www.linkedin.com/in/bradyj1/
• Website: https://www.alight.com/
• Ben’s Helping Hand: https://app.givingheartsday.org/#/charity/416

Ways to Tune In:

• Apple Podcast - https://podcasts.apple.com/us/podcast/b2b-eq/id1672326834
• Spotify - https://open.spotify.com/show/1T2zlqNsSYATzXFPH1DquY
• Google Podcast - https://podcasts.google.com/feed/aHR0cHM6Ly9mYXN0Lndpc3RpYS5jb20vY2hhbm5lbHMvajRuNnNjYmc2Ni9yc3M