5 Effective CRM Data Management Strategies CRM 10 min Having the best CRM data management strategies in your arsenal can help you prevent several revenue leakages in your business. Data interactions went up by a whopping 5000% between 2010 and 2020. With this amount of data to handle and manage, businesses need a plan of action. This is where CRM data management comes into play.  In this article, we will reveal tried-and-tested CRM data management strategies that will transform your CRM into a real growth engine.  Let’s get started.  What is CRM Data Management? CRM data management refers to the process of effectively collecting, organizing, storing, and maintaining customer-related information within a CRM. It involves managing the vast amounts of data generated from customer interactions, purchases, inquiries, support requests, and more. These perfectly organized datasets are then used by almost all the departments of your business including sales, marketing, customer service, and RevOps. In simpler terms, CRM data management is like maintaining a well-organized library of customer information. Just as a librarian categorizes and arranges books for easy access, CRM data management involves structuring customer data to make it easily searchable and retrievable for businesses. Hold on, there’s more to it! CRM data management can bring immense benefits to your business which we will discuss now.  Why Do you Need CRM Data Management? With a gazillion amount of data lying inside your CRM arises a need to manage it effectively so that you can begin harnessing its power. Here’s how organized and clean data make an impact on your business.  1. Higher conversion rates When your data is organized, you can quickly identify leads that show genuine interest in your products or services. With a clear picture of your prospects, you can customize your sales pitch and marketing efforts to address their specific needs and pain points. You will also be in a position to aptly score your leads.  This targeted approach increases the chances of converting potential leads into happy customers. The increase in conversion rate can go up to a gigantic 300%. 2. Access to customer insights  44% of customers ignore unprepared sales pitches. Clean data allows you to analyze customer behavior, preferences, and buying patterns more effectively. You can identify trends, popular products, and areas for improvement.  Armed with these insights, you can create personalized customer campaigns, pitches, and offers that resonate with your audience, fostering stronger customer loyalty and repeat business. 3. Higher levels of efficiency  A well-organized CRM database ensures your team can access the right information at the right time. It eliminates the frustration of searching for data in different places, streamlining workflows and decision-making processes. In fact, this data accessibility can shorten the sales cycle on average by 8-14%. The efficiency boost enables your team to focus on core tasks, betters collaboration and accelerates overall team productivity.  4. Compliance and governance Keeping your data clean and up-to-date is essential for maintaining compliance with data protection regulations and industry standards.  By ensuring data accuracy and security, you build trust with your customers, reassuring them that their information is handled responsibly. This trust can positively influence the image of your brand and customer relationships. No wonder, 84% of consumers are more loyal to companies that have strong data security controls. 5. Accurate sales forecasts  Accurate and organized data helps in making reliable sales forecasts. By analyzing historical sales data and customer trends, you can predict future sales performance more precisely. This helps you to set realistic targets for your teams, allocate resources mindfully, and make informed business decisions to optimize revenue growth. 6. Targeted campaigns Sales and advertising departments lose about 550 hours in a year due to insufficient data. When your data is clean and organized, you can segment your audience more effectively. This audience segmentation allows you to create highly targeted ad campaigns that resonate with specific customer groups.  As a result, you can optimize your advertising budget and achieve higher conversion rates with ads that reach the right people at the right time. Now that we understand the benefits of clean data for business operations, it’s time to shift our focus to the next step: exploring effective strategies for managing it. 5 Effective CRM Data Management Strategies 85% of sellers admit having made likely embarrassing mistakes due to incorrect CRM data. Are your reps also making these mistakes?  Well, chances are high.  But the good news is that we have reached that part of the blog where we will reveal the most effective CRM data management strategies that will not only prevent your reps from committing these mistakes but also take your CRM’s ROI to the next level.  Let’s dive in. 1. Standardize data collection  Imagine if everyone in your team used different formats for storing data – what a real mess it’d be. Standardizing data collection means setting s standard policy i.e. clear rules and formats for entering information.  When everyone follows the same guidelines, the data becomes consistent, making it easier to work with and understand. Plus, it reduces errors and confusion, ensuring you get accurate insights from your data. For example, use standardized date formats, consistent naming conventions, contact details, and uniform categories for data entry. Also, make sure only specific people are allowed to enter data in your CRM and not all the employees so that you know who is accountable for which entry.  2. Regularly cleanse and update your data Regular reviewing and cleansing of data is important to ensure only the relevant data remains in your CRM. The aim is to keep your database neat and tidy, so you can find what you need without any hassle at the right time. Here’s what you can do. Set a schedule to review your data periodically, say every quarter as stated by Jacky Leiha, CRM expert in one of our podcasts. Look for duplicate entries and merge them, fix any inaccuracies, and delete outdated or irrelevant information. Also, create monthly exception reports. This data cleanup process keeps your database accurate, relevant, and up-to-date. 3. Integrate data from other platforms Picture your business as a puzzle with many pieces.

The 5 Biggest Mistakes to Avoid in Your Sales Playbook Getting a sales playbook right is one of the first steps to building a strong sales machine. Don’t make these 5 mistakes while building one. B2B Sales Sales Sales Leadership Sales Playbook Founders, make notes. We are here to share the biggest mistakes that are made while devising a sales playbook. A sales playbook is the holy grail that gives an end-to-end view of your sales process – from hiring and onboarding your sales team, executing your sales motion to scaling it. Your rockstar performers already have a lot of ground knowledge. Be it what questions to ask prospects at different stages or what material should be sent out to a prospect from a particular industry, they have developed the know-how to such crucial questions through their experience. A playbook lays down the set of best practises from A players – all those Eureka moments that helped close tough deals in the beginning are all documented and shared with the new reps. If new reps have access to all these do’s and don’ts from Day 1, they will be more productive and close that first deal sooner.  https://youtu.be/_TomEFmIslU?si=v1MWrd-BHyxJJjIZ These learnings and strategies are the heart and soul of a playbook, and can act as a friendly mentor to any new rep joining your team as they navigate the sales process. Whether you already have a sales playbook or are in the process of devising one, we are here to share some of the biggest mistakes that make sales playbooks fail. 1. Not documenting your learnings Founders have a lot of learning in the initial days through interactions with customers, researching about the market or building the product. The playbook should include this knowledge of what has worked for the company. You won’t be able to do this overnight. But you need to start articulating it as you start seeing success in the following areas: You have a product that is solving a particular pain point  Your product delights a particular buyer persona in a certain way Once you have achieved these two things, you need to start documenting your sales process. Answer some specific questions such as: How do you go about doing a solution discussion with your prospect? How do you convince the prospect of the value your product adds to their lives? How do you sell to the prospect? How do you onboard the prospect? How do you implement the product? How do you create a customer support journey post sale? List down what’s working and what’s not in every step of the sales process. For example, if during a discovery call, one of your A player figures out a particular pattern that has been aiding the move to the next step, it must make an entry into the playbook. The learnings in the journey of your sales process are unique to your organisation and the knowledge needs to trickle down to everyone else in your company. For that to happen, define your unique sales process very clearly in your playbook. Most companies fail to map out their unique sales processes, which leads to missing out on deals, or failing to follow a standardized routine for interested prospects.  Without this documentation, the best practises are never known to everyone, and keep floating like tribal knowledge between the rockstars and is never leveraged by the new reps. 2. Too many floating versions Onto the second mistake – if companies do manage to build a playbook defining the best practises, there are different versions of it that keep floating around.  There is no centralised process that takes care of standardising the playbook and making it universal for everyone to follow.  Too many versions can create confusion and make different teams approach the product and customers in a different manner, creating a non-uniform experience for your prospects. To make sure your playbook has one single version, you will have to invest in a dedicated sales enablement function that can act as a custodian of that playbook.  This team can act as that central force that not only creates the playbook, but also maintains one singular version of it so that everyone is on the same page. 3. Not evolving the sales playbook Playbooks are dynamic by nature. Just like your product matures, your GTM insights develop and the competitive landscape changes, playbooks also need to evolve along with them. But most organisations fail to evolve them.   https://youtu.be/thpLYTzbe7M?si=8b6BvRgDjSsPGevw Your playbook should be tailored according to the kind of deals that you are trying to close. For example, if you are going upstream from an SMB to an Enterprise model, the playbook has to change accordingly. The same strategies that helped you close deals for SMBs will not work for an enterprise model. It’s important to evolve your playbook as your company, product and the market goes through different stages. This is the way to keep up with the competitive landscape and be ready to face turbulent times with a guide. The way to do this is to have your playbooks be centrally managed by your enablement function, who can keep updating it as the company graduates from one stage to another. 4. Lack of peer to peer collaboration Your sales reps are on the field, talking directly to customers, understanding the competition and dealing with the market. The kind of intel they develop as a customer facing function should not be limited to just them. It needs to be shared with the entire organisation. For example, the kind of documents or emails that A players are sending to prospects or the kind of questions they are asking in the calls – all of this should be documented and circulated among the new hires.  Mature reps in the organization must actively participate in building and continuously contributing to your playbooks. This can be done by passing on the intel of your A players to a central team that can develop the playbook

5 CRM Data Challenges that Impact Sales Productivity Sales productivity taking a hit? Missing and faulty CRM data could be to blame. Read this blog to learn more CRM RevOps The ongoing economic uncertainty has slowed down funding to a large extent, prompting revenue leaders to look at business success differently. Cutting down the focus on growth at all costs, they’re now pursuing “productivity at all costs.” So, where should you double down as a revenue leader to boost rep productivity?  CRM, the central hub of all sales activity, is the best place to start. CRMs act as data centers for sellers, and those with high-quality data can support highly efficient sales teams.  But CRM data leakage (faulty, poor, incomplete, and unreliable data) can disrupt RevOps, resulting in a significant dip in productivity.  Missing or Inaccurate Data Bears Risks As much as 79% of the opportunity data collected by reps never steps foot into the CRM.  Even worse, reps may capture dirty data (inaccurate, non-compliant, or outdated) when they enter contact information in the CRM. On the other hand, quality data remains stuck in sales tools, inboxes, calendars, meeting notes, and supporting platforms.  It’s a rising problem as 91% of CRM data is incomplete, stale, or duplicated each year. Adding to the challenge, 70% of this data decays annually.   Source Business decisions made on insights and analysis gathered from bad data cause more harm than any other errors. Following the concept of “garbage in, garbage out,” poor quality intelligence leads to poor quality decision-making.  This shortcoming ultimately hampers marketing and sales campaigns. Mainly when there’s no layer of intelligence to enrich sales data, sales reps have difficulty closing deals involving multiple stakeholders in the buying committee.  Reps could destabilize multithreading by not having enough accurate information on each participant.  For instance, the IT leader may be more interested in understanding the functional and underlying take makeup of your solution. But reps don’t have enough data to arrive at this insight. Instead, they send a generic document to all stakeholders with extensive marketing and financial information, which may be less relevant to the IT team. The result – a flawed customer experience.  Let’s see how CRM data leakage affects sales productivity and what you can do to solve the problem.  5 Key CRM Data Challenges Responsible for a Dip in Sales Productivity While there could be multiple reasons for a dip in sales productivity, we’ll look at five significant problems of CRM data leakage that slow down productivity.  1. Incomplete insights on leading indicators 52% of sales leaders report that their CRM costs potential revenue opportunities because the system doesn’t effectively meet their needs.  To fuel predictable revenue and motivate reps, you need to know everything happening in your business in real time.  Relying on lagging indicators doesn’t help productivity. They’re geared toward past performance and don’t provide information on ongoing deals, such as  What opportunities are stuck? Which reps aren’t hitting their quota attainment and why? What are the key channels to communicate with a particular buyer? Reps need insights into leading indicators (predictive measures of future performance) to close deals successfully and repeat winning tactics. These indicators clearly show buyer-seller activity and where deals are headed.  Some critical leading indicators are Buyer vs. sales stage Number of sales activities per sales stage Number of multithread deals Multithreading score Productivity score  CRM data leakage blocks actionable intelligence on leading indicators. So, reps don’t know what to make of their CRM data.  Ultimately, this makes effective selling a challenge.  Reps have to look at multiple data points spread across several platforms for critical pieces of information on a prospect. It leaves them clueless about the buyer’s selling stage and affects deal prioritization.  CRM data leakage also inhibits you from using a combination of lagging and leading indicators to close deals better.  Consider this. Leading indicators allow you to see what new opportunities are created and how many first meetings are done in a given period.  From there, you can drill down to see what activities reps undertake to win more deals and how this impacts your pipeline using sales metrics (lagging indicators). Or, if something isn’t right, you can figure out what needs to be done to resolve the problem.  None of this is possible without high-quality leading indicators, adversely impacting reps’ selling abilities and productivity.    2. CRM Data Capture Remains Largely Manual For 76% of companies, poor adoption of sales tools is a primary reason they miss sales quota attainment.  Moreover, organizations have wasted a considerable amount on sales tools that weren’t fully adopted by reps – an average of $313,000, to be precise.  One of the top causes for reps to dislike CRM is manual entry. And it’s clear why, as reps continue to tackle evolving selling processes to attract the evolved buyer.  On any given day, reps have to get through a series of simultaneous tasks to win deals, like Researching prospects, their business size, location, target audience, and more.  Hosting discovery calls with interested leads.  Cold calling and emailing new prospects to refresh the sales pipeline  Nurturing stakeholder relationships within a buyer group to push deals through the sales funnel faster Handling internal reviews with peers and managers, exchanging feedback and new selling ideas  Amongst it all, entering data manually into the CRM after each buyer interaction feels extremely tedious and unnecessary. Not to mention time-consuming, too.  When faced with the massive responsibility of entering contact data, reps spend more time on administrative activities than prospecting and selling (i.e., their core responsibilities). The consequences are disastrous, as non-selling activities add up to one full day of work every week for reps! Sales Reinvented Podcast  Reps subsequently prefer putting more time into building buyer engagement. And if they can’t accomplish this feat, they experience a “drag” on productivity.  Unmotivated sellers are a wound in the side for sales quota attainment and winning deals. This pushes them to explore other opportunities outside the organization, carving a dent in your bottom line.  3. CRM Acts as a System of Record as Opposed to a System of Actionable Insight

Nektar.ai v/s Clari v/s Gong v/s People.ai v/s EAC Are you Looking for an in-depth comparison between Nektar.ai vs Clari vs Gong vs People.ai vs EAC Product In today’s business world, where data is the currency of success, the significance of automated data capture cannot be overstated. In the pursuit of efficient revenue operations and intelligence, organizations are turning to AI and automation platforms that streamline data collection and analysis. This blog embarks on a comparative journey, shining a spotlight on five trailblazing platforms – Nektar.ai, Clari, People.ai, Gong, and Einstein Activity Capture – all united by a shared focus on automated data capture. Each platform boasts the promise of automating data capture, harnessing artificial intelligence, and delivering actionable insights to supercharge revenue operations. We will delve into their core functionalities, unique strengths, and how they empower businesses to revolutionize their sales strategies. Whether you are looking to refine your sales forecasting, enhance opportunity management, or gain deeper pipeline visibility, this comprehensive analysis will guide you in selecting the ideal revenue operations and intelligence solution tailored to your organization’s needs. Let’s dive in and uncover the transformative potential that lies within these cutting-edge platforms! Nektar Nektar.ai was founded in 2020 with a vision to enable GTM teams to take control of revenue leaks with a purpose-built AI data foundation that unifies accurate, clean, timely revenue data, automatically at scale. Claim to Fame Nektar is popular for its AI-powered automated data capture capabilities that sync contacts, emails, and calendar meetings from sales communication to Salesforce. This is done for ongoing activities as well as historical GTM activities. It supports all customer-facing teams – from business development and sales to customer success and account management. For this reason, revenue operations and revenue leaders choose Nektar to gain a 360º view of their customers. Pros: Captures historical and ongoing contacts and GTM activities to deliver pristine CRM data Presents the buying committee in every deal by enriching contacts with job titles and the corresponding buyer role (influencer, decision maker, economic buyer, etc) Automatically links captured contacts to relevant open opportunities as OCRs Automatically classifies activities as per the sales or CS process to provide insights on the types of activities sellers/CSMs are spending their time on Captures calendar events, including recurring events and updates made to the event (participants or schedule) Always on reporting where ‘Actionable’ insights are delivered on Slack, email, or MS Teams – the power of a dashboard without the dashboard Continuously maintains the CRM data by updating and correcting the captured data Works for every customer-facing team, not just sales Supports data capture for partnership/channel/alliance teams as well Cons: Best suited for companies with 10+ sellers. Clari Founded in 2012, Clari emerged with the mission to revolutionize sales operations through AI-driven insights and predictive analytics. Since its inception, Clari has been dedicated to helping sales teams optimize performance and revenue growth with its innovative technology. Clari’s platform is built for frontline teams as well as sales leadership teams. Today, it boasts several capabilities that include automated data capture, opportunity management, mutual action plans, conversation intelligence, and forecasting. Claim to Fame While Clari offers an extensive platform for sales analytics, it is appreciated by sellers and leaders specifically for its forecasting capabilities. As such it is popular among sales teams more than any other revenue-facing team. Pros: Clean visuals and UI Customizable dashboards ‘Funnel view’ of the pipeline Visibility into current & projected pipeline Introduced conversation intelligence recently (easier to consolidate tools) Cons: Several contacts are not captured on Salesforce Syncing activities into Opportunities on Salesforce is not always accurate Salesforce sync has issues User adoption is a potential risk, and requires constant enablement PeopleAI People.ai was founded in 2016 to transform sales and marketing operations through AI-driven automation and data analysis. People.ai‘s platform focuses on capturing and analyzing sales activities to provide valuable insights and enhance sales effectiveness. Since its establishment, People.ai has claimed to be utilizing artificial intelligence to streamline sales processes and improve revenue outcomes. Claim to Fame People.ai started to become popular for its account planning and management capabilities with a focus on enabling sellers on corresponding playbooks. Given this, it is popular among sales teams, with considerable interest from marketing teams, specifically in companies that pursue ABM, since it also captures contacts better than the other heavyweights in this category. Pros: Monitor the adoption of sales playbooks and their compliance Capture contacts, emails, and meetings in linear sales communications Provides good insights into buying committee members Easy-to-use interface for sellers to update a CRM Cons: Data capture is not as extensive or accurate Engagement insights not as granular Not flexible, requires support for customization Insights are not as extensive as other vendors Data privacy is not as strong, given its operating model UI is not very friendly, requires continuous training/enablement Support can be slow Gong Founded in 2015, Gong is a pioneer in conversation analytics for sales teams, utilizing AI to analyze customer interactions, meetings, and calls. Gong.io‘s platform provides valuable insights into (verbal) sales conversations, helping teams refine their strategies and manage sales meetings better. With a focus on improving sales performance, Gong has become a prominent player in the field of AI-driven sales analytics since its inception. Claim to Fame Gong became popularly known for helping sales leaders coach their teams on handling sales meetings better through its conversation intelligence capabilities. It’s accuracy and depth of insights in conversations are best-in-class. And so, while it started out as a tool for sales teams, it has since become popular among customer success and prospecting (SDR/BDR) teams as well. Pros: Ability to ramp new sellers faster and coach reps better Good for all customer-facing teams given its focus on conversation intelligence Provides alerts when specific keywords get mentioned in sales calls Extensive integrations available along with deep insights in conversation-based engagement Cons: Only conversation intelligence is widely used which casts doubt on ‘value for money’ Data captured on Salesforce gets removed when Gong is pulled out Data enrichment requires building Salesforce Flows and is not done by

10 B2B Sales Closing Techniques for 2025 RevOps 10 min “How hard can you push a client to close a deal?” Sales leaders get asked this question a lot. “Why push at all?” some might answer. If you have clarified the value they’ll get out of your product, they would want to sign up. But you have to be tactical about it. Sometimes customers don’t want to commit until next week, next quarter, and so on. And that’s where sales closing techniques come in. What are Sales Closing Techniques and Why Do They Matter in B2B? For the best sales reps, selling is an exact science. They use tried and tested strategies to: Understand what makes people buy Appeal to those factors to close sales The strategies are based on months of researching accounts, studying the market, and decoding buyer behavior.  But let’s face the facts. Selling B2B is not easy.  Remote sales even less so.  B2B deals have many layers to them – multiple buyers, pain points, sign-offs, etc.  Priorities can change overnight. People may tell you they don’t have the budget after months of follow-up. Effective B2B sales closing techniques can give reps a fighting chance. And help the team speed up sales. So, here’s our list of 10 B2B Sales Closing Techniques for 2024: 1. Always ask about their goals for the product For VPs and CEOs, buying decisions are black or white.  Your product either meets their needs or it doesn’t.   So, think about what they want from the product.  Don’t hesitate to ask if you aren’t sure.  And tie your product solutions to them.   This will help you contextually explain your value proposition. To do this: Look beyond the sales script and ICP data. Put people first. Ask your own leadership team about the current market outlook Look up case studies or ask your LinkedIn contacts about problems that CEOs obsess about. You might have already talked to their team members before getting into a meeting with the CEO. But always ask them about their biggest goals for the year.  Hear out their perspective and use the same words they use to describe the problem. Then position your product as the answer. 2. Don’t engage in discount-based selling Asking about their goals can be a great way to qualify them.  They’ll tell you what they’re spending money on.  You’ll likely be able to tell how likely they are to buy. Ask them, “How important is XX goal to you?” Or “By when does this initiative need to be completed? Explain how your product can help them achieve it.  You might find some don’t have objective criteria for evaluating a product. Rare but not unheard of. Some buyers might change their buying criteria to match changing business needs.  And it might all come down to the pricing.  They may tell you that they’re considering other alternatives. If so, list all the core benefits plus any additional support or consulting you offer.  Be sure to highlight the impact – both good and bad. If they push for a discount, try to start at a higher price point.  But never offer one upfront. 3. Competitor comparisons can be an opportunity – use them well. You have to dig deep when clients bring up competitors.  It could be a renewal or a fresh proposal.  You know how good your product is relative to the competition.  You have provided quantifiable data and testimonials to build your case.  Now it’s time to take it up a notch. Ask, “On a scale of 1-10, how well is Product XX working for you?  Listen closely to what they say. There could be areas of concern you can capitalize on.  If yes, ask “What would need to happen for it to be a 10?” Use the clients’ own words to describe the problem and segue to how your product solves them. Confirm they understand by asking: “Can you see how our product solves this problem? “Would rate us higher on this metric?”  Discuss any other concerns that might come up. 4. Lead with a Mutual Action Plan (MAP) A MAP literally ‘maps’ out who needs to do what to close the deal.  It can help set clear expectations for all involved.  This approach reduces risk for the buyer too. But be sure to highlight three things: The estimated timeframe for closing the deal What it’s going to cost – both to you and them. (due diligence, contracts, compliance) The number of people will be involved on either side. Slip it in that it will take 3X to 4X the time with other vendors they may be considering. This is a surefire way to know if they’re ready to move forward with you. Either way, email them a summary of the discussion and ask them to confirm.  This will help you build credibility with the client even if they don’t close. 5. Use ‘the word ‘we’, not ‘you’ You may have been given plenty of advice on how to build rapport. Pace and match the client Find common experiences But there’s something much simpler you can do to get the same results- replace ‘you’ with ‘we’.  Say it enough times and you’ll collapse the barrier between buyer and seller.  It makes clients think you’re on their side. “We’re both interested in helping you reach XX goal. I’ll do what I can to get you what you want.” 6. Get them to do the Yes Set A Yes Set is a series of 3 yeses you want the client to give you.  You ask 3 questions that have obvious ‘yes’ answers, conditioning the client to agree when you finally ask them the big question. 7. Be assumptive when asking them to close This is quite similar to the yes technique.  It involves the use of language that implies that the deal is done.  For example, “Do you want to sign up for our Starter Plan or Enterprise Plan?” A word of caution: use it only when you think the prospect is ready to buy.

What is Salesforce Duplicate Management? RevOps 10 min Salesforce duplicate management is a cause of worry for most businesses. It fills up the CRM with untrustworthy data. And the insights drawn from that data become questionable. Duplicity in Salesforce is when customer data is entered multiple times in the system leading to confusion, inefficiencies, and inaccurate reporting of leads. Sales duplicity management is an issue that leading companies of the world are dealing with.  Duplicate data in Salesforce describes a situation where two or more records in your database describe one unique real-world entity. For example, suppose you possess a contact named Ariana Grande, but your CRM comprises several contact entries representing Ariana Grande, each with some differences (A. Grande, Ari Grande). Duplicate data often results in lead ownership and sales commission confusion. The customer, on the other hand, gets conflicting messages and redundant calls, causing a negative impression of the organization.  The problem of duplicate data in Salesforce is huge, with most CRMs having 15-30% duplicate records. New records coming from integrations are almost 80% duplicate on average! How Duplicate Data is killing your Salesforce Effectiveness Let’s have a detailed look at how duplicate data might be hindering your Salesforce CRM’s effectiveness.  1. Poor customer experience Imagine receiving identical emails twice or having to repeat your issue to customer support because they are looking at different records. Such experiences can be frustrating and hamper the customer experience, which Salesforce aims to provide seamlessly. Duplicate records in Salesforce create the opposite effect, disrupting the smooth customer experience and undermining customer satisfaction. 2. Wasted sales opportunities Duplicate data in Salesforce can lead to wastage and frustration for the sales team. For instance, if a salesperson contacts a lead that another salesperson is already engaging in, it can result in wasted time, added frustration, and a poor experience for the lead.  An excessive number of duplicates can also erode salespersons’ trust in the data in Salesforce. Consequently, they may either extensively verify each contact before reaching out or skip checking background data altogether. 3. Unnecessary costs Businesses that utilize physical marketing materials like brochures, sample kits, and direct mail might suffer financial losses by sending the same materials to a person twice. This practice is not only wasteful but also harmful to the environment.  Moreover, certain software licenses are tied to the total number of records. Removing duplicates can minimize the number of records and associated costs. 4. Inflated forecasts The process of forecasting involves evaluating the number of prospects that are likely to progress through the marketing and sales funnel. However, inflated numbers caused by duplicates in the data can result in overly optimistic forecasts, which may be unattainable.  For example, if two sales representatives work on the same opportunity and enter the same data into Salesforce, the opportunity will be counted twice in the forecast. When there are multiple records for the same customer or prospect, it can be difficult to get an accurate view of the customer’s history, preferences, and needs. This can lead to misinformed sales strategies and missed opportunities. 5. Bad decision-making Effective decision-making begins with a unified view of the customer, consolidating all customer data into one view. This view can comprise various types of data, such as click data, transactional data, and contact information, and can enable cross-channel marketing and other capabilities. Measuring the impact of actions across all channels is crucial for making informed decisions. However, duplicates in the database can prevent a comprehensive analysis of specific customers and make the aggregated data unsuitable for analysis. With duplicity in Salesforce hurting organizations so viciously, companies are trying to find solutions to this common problem. One such solution is – Automation.  Automation in Salesforce can be used to prevent duplicates by implementing data quality rules, identifying potential duplicates, and automating routine data management tasks. This can improve data accuracy, reduce the risk of errors, and ensure consistency in customer data. What are the various ways in which Automation can mitigate the issue of duplicate data in Salesforce? Let’s have a look.  How Automation Can Resolve the Problem of Salesforce Duplicity Management What are the various ways in which automation can mitigate the issue of duplicate data in Salesforce? Let’s have a look.  1. Automated data entry instead of manual work Automated data entry can help prevent duplicate data in Salesforce by reducing the likelihood of human errors that often occur during manual data entry. With automation, data can be extracted from various sources and integrated into Salesforce without manual intervention, thereby minimizing the risk of creating duplicates. Automation can also check for duplicates in real time, and if detected, the system can either merge or delete the duplicate record automatically. 2. Audit before importing data Auditing data before importing it into Salesforce can identify and eliminate potential duplicates before they are introduced into the system. This involves thoroughly reviewing existing data and cross-referencing it against the new data to be imported. By doing so, businesses can identify any existing records that match the imported data and take the necessary actions to merge or delete them. 3. Implement validation rules to enforce data standards  Implementing validation rules in Salesforce can help prevent duplicate data by enforcing data standards and ensuring that new data being entered meets specific criteria. These rules can be set up to validate different types of data, including names, addresses, phone numbers, and email addresses. For example, suppose a validation rule is set up to prevent the creation of multiple contact records with the same email address. In that case, any attempt to create a new record with an existing email address will trigger an error, preventing the duplicate record from being created. This can improve data accuracy, reduce the risk of errors, and ensure consistency in customer data. 4. Proper validation on all CRM-connected forms Implementing proper validation on all CRM-connected forms can help prevent duplicate data by ensuring that new data being entered meets specific criteria before it is added to Salesforce. This

6 AI for Customer Success Use Cases With the goal of efficiency looming large, the past year has compelled organizations to re-evaluate their tech stacks. If a particular tool doesn’t offer enough value to improve ROI, it’s eliminated from the tech stack. The difference between sticking to a tool and letting go becomes significant for sellers. And the key to resolving it? Having a meaningful relationship with customers. On average, loyal customers place order values that are 67% higher than new customers. Plus, you have a 60-70% chance of upselling to existing customers than a 5-20% chance of converting new ones. With so many growth benefits on offer, businesses are turning to artificial intelligence (AI).  AI can help improve your net retention rate (NRR) and customer success processes. Unfortunately, most companies are late to the tech party. And they don’t know how to deploy AI for customer success. It’s 2023, but over 66% of customer success reps still don’t use AI in their current role. It’s not optimal for business at all. Because AI isn’t coming. It’s already here. This blog aims to understand why AI for customer success is critical and how you can build use cases for it. How Has Customer Success Changed Today? In the past 12 months, here’s how customer success has evolved for organizations. 1. A shift in customer behavior Most notably, customer preferences, pain points, and interests have evolved since 2020. As a result, customer success needs to be agile and quick to adapt to these changes. 2. Remote operations More and more customer success roles are going remote. Alongside this, companies are incorporating tools and processes that are completely hybrid. 3. Digital-led operations Customer onboarding is now being automated. Generative AI in chatbots quickly resolves customer complaints based on account intelligence. 4. Evolving growth outlook Businesses have moved from a “growth at all costs” outlook to “resilient growth.” During tough economic situations, capturing new customers is difficult. On the other hand, retention assumes more importance. Subsequently, companies have learned to find ways to drive more ROI from existing tools without incurring extra costs. 5. Churn prediction Importance is increasingly placed on monitoring customer health to identify potential churn. So that customer success managers (CSMs) can step in early and change the account’s sentiment. All of the above changes show how important it is to use AI for customer success correctly. Why You Need AI for Customer Success Now As pointed out earlier, retaining customers is more important than ever today. Plus, it’s important to continually drive value from your solution for customers and do it efficiently. But driving value becomes an insurmountable challenge when so much data is up for grabs. As per recent estimates, the human populace generates nearly 330 million terabytes of data daily. That’s not just huge; it’s MASSIVE. Imagine searching for customer behavioral data in this mammoth pile. Even if you somehow gather the data, your CSMs may need to learn how to use this information to build unforgettable customer experiences. And so, clients feel forgotten. They are clueless about how to make the most of your solution or simply resolve their day-to-day queries. Coupled with the business shift to driving more value from existing tools while keeping costs low, customers are left in a lurch. As a result, they derive no value from associating with you. So, how do you grow by optimizing retention? You leverage data for building AI-based customer success models and prevent churn. Even a 5% increase in customer retention increases revenue by 25-95%. Here are some more reasons to consider deploying AI for customer success: AI automates workflows. It doesn’t replace humans but drops over-reliance on manual intervention. Consequently, customer success reps have more time to build relationships. It boosts your productivity and efficiency. It can dive into that massive pile of data and surface more accurate, complete, and reliable data. The cleaner the data, the better your insights. AI alerts you when customer sentiment changes from positive to neutral to negative. It also suggests the next best steps to course correct immediately. You can use AI to show customers new ways of exploring your product. This constantly drives additional value. With AI for customer success, your actions are more proactive than reactive. When you know everything about your customer, you can tailor your communication approach. You may also recommend upgrades or use cases at the right time. Overall, AI boosts customer satisfaction. Let’s dive straight in if this is reason enough to consider AI for customer success. 6 Use Cases of AI for Customer Success To Prevent Churn To truly prevent churn, it’s best to encourage your CSMs to help customers drive value from the time they first use your solution. Here are 6 ways how AI for customer success improves NRR: 1. Quick onboarding a. Avoid high operational costs AI ensures a seamless customer experience, starting with onboarding. Instead of assigning reps, you can use digital means to avoid high operational costs and lengthy processes. For example, a chatbot embedded in your product can guide the customer through initial onboarding. This makes it less time-consuming for everyone involved (who would otherwise spend hours on the task). b. Accelerate TTV Secondly, with quick onboarding, you can accelerate your customers’ time to value (TTV). You can determine the use cases that encouraged their purchase of your solution. And get right down to helping them deploy the use cases for maximum value. AI also optimizes the time between educating customers about new features or releases. Plus it optimizes the business value they achieve from your solution. 2. Monitor renewal group activity a. Concentrate on building relationships AI lets you automatically capture critical data instead of manually logging in each customer success activity. Your team need not worry about losing insights. This activity data includes information from emails, meetings, virtual messaging apps, and more. such as the integration of a message forwarding app to streamline communication across multiple devices. b. Attribute data to source Not only can AI capture this data, but it can also attribute each data point to its source. And it can harvest this information in only a few seconds or minutes.

10 Salesforce Tools To Empower Your Reps in 2025 The largest software investment for a company is Salesforce. Yet, most Salesforce CRMs fail to deliver the value they promised. Salesforce tools can help companies derive better ROI from their Salesforce CRM. And justify the steep investment to their management. If you are looking for top Salesforce tools to invest in 2024 to drive rep productivity, we have got you covered. Here is a list of top Salesforce tools for you to consider in 2024. Why Do You Need Salesforce Tools? Of course, we all want our sales team to perform at their best and be as productive as possible. This means ensuring that they spend their time effectively, doing what they do best. Closing deals. The right tool shows exactly where sales reps are spending their time Teams that are able to utilize these tools efficiently can generate more leads and convert those leads into revenue compared to lesser productive companies. In fact, 79% of sales executives say that improving productivity among their reps is the way to hit new targets. Sales is not just limited to emails and calls. It needs software to gather and organize an all-around view of the company’s relationship with the client. Sales also entail a lot of activities that are not directly sales-related, like admin work, answering emails, updating the statuses of prospects, etc. (which consume a good chunk of time) Identify the key stakeholders in every deal with the right tool Sales professionals spend 17% of their time entering data into the CRM. If this process is automated, you can reclaim lost time which can be utilized for more important tasks. Top 10 Salesforce Tools for 2024 Here are the top Salesforce tools for you to consider in 2024: 1. Nektar Most Salesforce CRMs miss more than 50% of critical buyer contacts and sales activities. Reason? Sellers do not update a CRM. Poor Salesforce adoption results in poor CRM data, which translates into poor insights for revenue leaders. Making Salesforce a wasted investment. Nektar completely transforms this with AI-enabled CRM automation resulting in achieving unmatched Salesforce ROI. Nektar self-heals all bad, stale, or missing data. With Nektar, you can gain a data-packed Salesforce CRM that continuously maintains the highest data integrity. Key features: Contact Automation Bring together all the contacts into your CRM automatically Pipeline Progression Identify pipeline risks early before they become a threat Rep Productivity Scale revenue-winning patterns across teams Pipeline Creation Get complete visibility into all prospects stages and understand which deals are expected to close Relationship Intelligence Understand key stakeholders involved and get ideas of the fastest journey among stakeholders to close deals Salesforce ROI Plugs in the gaps in Salesforce CRM to bring together all the information to convert leads into ROI Pricing: Nektar’s pricing is flexible depending on the business and solutions required. Nektar also offers a free CRM scan to identify key gaps on where revenue is being lost in the sales process. 2. Cirrus Insight Cirrus Insights is a sales productivity platform that effortlessly combines Salesforce with your email inbox, enabling your sales reps to streamline your sales workflow and boost productivity to the max. Key features: Email Integration Sync emails, contacts and calendars with Salesforce Calendar Scheduling Schedule calls and meetings directly from your inbox Email Tracking & Analytics Track email open rates, clicks, and engagements in real-time Template & Document Management Create & use email templates with ease of sharing documents Follow-up Reminders & Tasks Set up reminders & tasks to stay organized with your sales teams and activities Team Collaboration Share winning templates or mails strategies with teams for faster conversion Salesforce Data Access View and update client details and information on Salesforce Mobile App Available as a mobile app to download and update on the go Pricing: Cirrus Insight offers a free trial for most of its plans for users: Salesforce Sync Plan – $10/year/user Pro Plan – $21/year/user Expert Plan – $29/year/user Sync+ Plan – $4/user/month/year 3. Demandbase Demandbase is an account-based marketing and sales platform designed to help businesses target and engage key accounts in a personalized and effective way. Companies can align their marketing and sales teams, gain deep insights into account activity, and drive revenue growth through strategic account-based strategies. Key Features: ABM Marketing Engage targeted accounts with personalized emails, content, campaigns, and messaging Account-Based Sales (ABS) Entrust sales teams with account intelligence, prioritization, and collaboration tools. Sales and Marketing Alignment Grow collaborations between sales and marketing teams, ensuring a unified approach to ABM. Account Orchestration and Analytics Manage and track account activities, measure the engagement and gain actionable insights. Multi-Channel Engagement Reach targeted accounts through multiple channels, including email, social, and advertising. Relationship Intelligence Gain visibility into account relationships, understand influencers, and identify key contacts. Check the gaps in your salesforce reports, with an no-obligation free CRM scan report. Pricing: The pricing is available upon request. To get detailed pricing information and explore the best package, you can contact the Engagio sales team directly through their website or by reaching out to their sales representatives. 4. ZoomInfo SalesOS Zoominfo SalesOS is a sales intelligence and productivity tool designed to help the sales team connect with the ideal prospects more efficiently. It provides insights into high-quality data on companies and provides a suite of tools to help boost sales productivity, stay organized to close maximum deals.  Key features: Sales prospecting Superior search and filtering capabilities to identify prospects based on various criteria like industry, job title etc Company and contact data Access to the latest information on companies and various decision makers Sales engagement Automating calls and emails with personalized templates, scheduling and call recording Sales intelligence Insights on trends and updates to help reps send latest and custom messages Pricing: ZoomInfo Sales OS offers flexible pricing plans based on the size of your sales team and the features you need. 5. Dooly Dooly is a sales enablement platform designed to help sales reps close deals faster by eliminating manual data entry and automating workflows. Key features: Automated Workflows Ability to automate tasks like data entry, lead routing, and follow-up reminders Salesforce Integration Seamlessly sync

RevOps Best Practices to Increase Quota Attainment Eddie Reynolds, RevOps Leader and CEO at Union Square Consulting recently spoke to Abhijeet Vijayvergiya about how misunderstood RevOps and quota attainment is. And what can be the right way to approach both, in a way that they work symbiotically. Let’s dive in. Sales quota attainment rates continue to drop as we speak. Digital selling has been harder for reps, exacerbated by the current market conditions when buyers have a tight grip over their budgets.   Revenue operations comes as a respite to aid this situation for businesses. But terms like quotas are often misunderstood. RevOps is still fairly new to help sales teams succeed better in uncertain times.   We spoke to revenue expert Eddie Reynolds on what he thinks of the two facets independently, and together. He busted some myths around quotas, sales productivity and our favorite – RevOps.    Read on to hear what Eddie has to say about the selling world today, rep productivity and what areas of RevOps he is really passionate about.    If you’re short on time, here is a quick summary of the conversation. If you enjoy our discussion, check out more episodes of our podcast. You can follow on iTunes, Spotify, YouTube or grab the RSS feed in your player of choice. What follows is a lightly edited transcript of the episode. Revenue Operations is Beyond Just Setting Up Tools Abhijeet: Hi Eddie. Love what you’re doing at Union Square and I think it’s great to see your focus on revenue operations. It’s so exciting. Eddie: Yes, it is exciting! I’m very passionate about this topic. A big part of revenue operations is setting up tools, but something that I’ve always been so passionate about is all the other areas of revenue operations. How do you take these tools and turn them into part of an overall revenue engine that ultimately drives revenue and provides visibility to leadership on what’s working, what’s not, and what direction you’re headed in? And that’s something I’ve been very passionate about, probably since the first moment that I ran into Salesforce and even before, and trying to think, okay, as somebody who’s actually selling every day: How can I use this tool? How can I use the data in this tool?  How can I build a better process so that I can sell more, market them or serve customers better?  It’s really interesting to see how much revenue operations has grown in the last few years, where a number of years ago you didn’t even hear that term. And now you hear it everywhere. And I think it’s a really amazing thing for business in general.  Abhijeet: I love the fact that you’ve been an operator yourself. You’ve sold, you’ve been into the weeds. So you understand it quite well compared to a lot of folks who are not into sales. You have that unique experience and you can appreciate what the user goes through, and you can actually bring that into practice. Eddie: I was just going to say, I think that is a big piece of maybe not what’s missing, but challenges that folks have. And I have no issue with somebody entering RevOps that comes from a technical background, an admin background, a finance background or just starts in operations.  But one challenge is that those folks really need to sit down with the sales people, sit down with the marketers, sit down with people in customer success and understand what they do every day, what motivates them and the challenges they face.  If you’re working in a silo and you’re just looking at data and tools, you’re going to miss a lot of the nuance of what makes jobs like sales so challenging, and you’re not going to understand why. You get resistance to trying new tools. Why do you get resistance to adoption? Why are things like data entry difficult? You have to be in their shoes, or atleast sit down with them to try to understand the challenges in their job. Eddie Reynolds The Link Between RevOps & Quota Attainment  Abhijeet: Definitely. The next thing I want to know more from you is as a rep, the most important thing is quota, right? I think more than half or at least half of the salary is linked to variables or commissions that are all quota.  You’ve been an AE yourself, you understand how quota is important for salespeople. And RevOps plays a very important role here. They can really create the right process, systems, tools, as well as enablement in some cases to make salespeople become more successful. Now that you’ve been an AE, and you’re also into RevOps consulting through your company, what’s your take on improving sales quota attainment? There are reports out there which talk about the quota attainment dropping year after year. Whereas the proliferation of tools, if you look at it, they’ve grown like 7X from the number of tools that existed in anybody’s tech stack just a few years ago. These two don’t seem to correlate, right? There are so many tools out there to help the sales people, but at the same time, quotas are abysmally low. So I’d love to hear your perspective on what’s going wrong.  Eddie: Well, in regards to the tools, they’re only as good as the team using them. You can give me Tiger Woods’s set of golf clubs and since I don’t play golf, I’m not going to perform very well.  And he could go buy a set of golf clubs at a garage sale and wipe the floor with me. It’s the same thing with any tools that you’re using, whether it’s revenue tools or any tools in life in general. They’re not going to fix broken processes and broken strategies. Or poor assumptions on things like quotas.  One of the biggest problems that we see with quotas is that oftentimes they’re based on hopes and dreams and not real data.  Eddie Reynolds The cliche is that the revenue leader says, “Well, we