The Digital Executive

Mastering Sales and Customer Centricity: Insights from Award-Winning CRO Bob Marsh | Ep 779

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ImpactEleven's Chief Revenue Officer, Bob Marsh, joins Coruzant Technologies for the Digital Executive podcast. 


In this informative episode of The Digital Executive, host Brian Thomas engages with Bob Marsh, a renowned sales expert and Chief Revenue Officer of ImpactEleven. Bob, with his extensive experience in sales leadership and as a successful entrepreneur, shares valuable insights into the art of sales and customer-centric approaches.

Key Takeaways:

  • Career Journey and Passion for Sales:
    • Bob reflects on his career path, emphasizing the importance of following one's passion and seizing opportunities.
    • His initial experience in retail sales set the foundation for his customer-centric approach, focusing on understanding and addressing customer needs.
    • Improving Customer Experience:
      • Bob advocates for a mindset shift from a sales process to a buying process, urging businesses to focus on understanding and adapting to customer experiences.
      • He suggests conducting win-loss analyses and getting non-sales leaders involved with customers to gain diverse perspectives and enhance customer understanding.
      • Creating a Customer-Centric Culture:
        • Bob stresses the significance of defining an ideal customer profile to focus efforts on the most lucrative market segments.
        • He encourages businesses to build a culture where everyone is involved in the customer journey, from executives to sales teams, enhancing overall customer engagement.
        • Common Traits of Underperforming Teams:
          • He identifies common issues in underperforming teams, such as a lack of customer focus, failure to define the ideal customer profile, and insufficient industry expertise among team members.
          • Bob emphasizes the importance of being customer-centric and experts in one's field to build trust and credibility.
          • Leveraging Simple Technology for Effectiveness:
            • Despite his tech-savvy nature, Bob highlights the usefulness of the simple 'Reminders' app for staying organized and focused.
            • He underscores the importance of consistency, reliability, and following through on commitments, essential traits for successful professionals.

              • Bob Marsh's insights offer a deep dive into the nuances of sales and customer relationships, highlighting the importance of understanding customer needs and adapting business strategies accordingly. His approach to sales, focusing on helping rather than selling, provides a refreshing perspective for businesses aiming to enhance their customer experience and sales effectiveness.

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