Sarah Leicester

Customer Service Managers - Are you still sleeping on AI to help drive down costs and improve consistency and call wait times? Voice AI can take on many customer service roles, from reception to accounts enquiries through to Tier 1 technical support. Say goodbye to staff churn, recruitment costs and lengthy training periods with crystal clear, consistent AI Agents that work 24/7 Get in touch if you're interested. #customerservice #automation #ai

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I'm slightly obsessed with Outbound Sales. There's so much nuance to it. But there is a formula..... A way of making it work, well. 1. Building target account lists. 2. Mapping contacts to accounts. 3. Setting up intent models 4. Lead prioritisation markers 5. Account Lead routing 6. Contact Lead routing. 7. Positioning & Messaging 8. LinkedIn Outreach 9. Community Outreach 10. Email 11. Calls 12. Lead stages - with clear criteria 13. Lead to Deal / Op process 14. Discovery Playbooks 15. Qualification playbooks 16. Lead lost reasons 17. Sales Outreach Enablement 18. Lead Insight Analytics 19. Great leadership.... .....the list goes on..... I love it - because it's so complex. Anyone who thinks SDRs have got it easy..... ....think again. It's remarkable that businesses leaders expect SDRs to run without #revenueoperations. are we expecting SDRs to build out this infrastructure for themselves? I'm curious to learn which sales people are managing ALL of this and who has been blessed with a #RevOps resource - to help you get more done?

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“Your sales team told us you could do X, Y, Z, why are these features not available to us?” WELL… they never were. 😠 Best way to cause a client to churn? Screw up the onboarding process. I’ve seen too many renewals fall off the wayside because people didn’t have their act together on that first, and arguably most important touch point. There’s a litany of ways to botch the experience, but the worst and most common is when your CS team has to manage unreasonable expectations or false promises offered by the sales team. Maybe the AE hyped up a bunch of features that are still under development, or boasted that your product can be deployed company-wide in a matter of days when that was only the case once, and the “company” consisted of five people. Now, the CS team becomes the bearer of bad news. This is how you lose trust and respect with your clients. And it’s significantly harder to resell them on your product’s value when they feel like they’ve been jipped. Get on the same page, get a roadmap, and be clear and honest with the client about how it will all unfold. Don’t set yourself up to fail. It’s hard to recover.

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Short post 📧 Can you make email marketing direct, look good, have effective open and response rates? Can you do this with Pardot ? 📜 If so, I bet you can do a whole lot more too! 🖥 Like development and frontend type stuff. I have an amazing role that would like you to do a bit of the above. I’ll tell you all about it, if you tell me what you can do. 😁   [email protected] , 07867 490 424, or DM through here. 📲 Be cool if you could email something awesome, something miles better than my image. It's terrible ! 😵   #pardot #salesforcerecruitment #salesforcemarketingcloud #MCAE #salesforcejobs #salesforce

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Spending time traveling the UK in recent weeks to visit companies and it's clearer than ever that there is an evergrowing need for dedicated HubSpot admin, and how! I have loved meeting with sales teams that want to save time and obviously make more money 💰 but there's a need to bring them up above their immense pile of tasks, get heads above water and give them visibility to make decisions and prioritise. Also catching up with marketers who are desperate to do more with their data and marketing tools 📈 but don't have the mechanisms or blueprint to allow them to hold other teams accountable to their requirements. I'm seeing an emergence of back office superheroes who know they have a crucial part to play in improving their customer experience but don't have the know-how given it's not the traditional 'siloed' way of working.⏳️ The platform has evolved far beyond its point solution roots. It needs total ownership, a dedicated admin/manager to pull it together across the org. Someone to take control and be the pillar of support and delivery. We created Heyoo's managed service to achieve just that, for companies drowning in HubSpot, let alone keeping up with the 800+ product updates in the last 12 months. 800+ 🤯 and that's before the Autumn Spotlight preview landed last week 😍 it's an incredible time to be a HubSpot admin... and I'm sure that next week at INBOUND there's going to be a lot of excitement about what's coming... GTM and company leaders, now is the time to make a decision on the ownership of your platform, you need to keep moving forward with this orange wave of momentum that you've invested in. This is a pivotal moment. #hubspot #growth #revenue #inbound

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Seeking Your Thoughts on Support Team Expertise Having spent years in the email industry, I've noticed that some support teams lack essential knowledge about deliverability. Recently, I had issues with an accounting platform: one client didn't receive an invoice, and another found it in their spam folder. When I contacted support, they insisted everything was fine and even claimed that delivery and deliverability are the same thing. After investigating, I discovered their sending IP was blacklisted. Despite explaining this to support, they were dismissive. I might have accepted their explanation if I weren't familiar with email systems. I'm considering switching providers. What are your thoughts on the importance of knowledgeable support teams? Have you experienced similar issues? #email #emaildeliverability #support #techsupport

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When did your database last get a thorough cleanse? If you can't remember, it's time to consider giving your data some TLC. Our latest blog tells you all you need to know on the benefits you can see from using a cleansed database for both business reputation and marketing engagement. https://lnkd.in/eaAjsDRb #data #marketing #b2b

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3 shocking B2B statistics that were shared at #InspireUk24 today: ☝️ 84% of the time , the company that comes in first closes the deal. ✌️3% of people visiting your website are filling out a form. 🤟71% of qualified leads are never followed up with. These highlight the importance of: - Marketing, BD & sales teams working as *one GTM function* - Having *tight* SLAs in place and working with AI to improve follow up rates - Training all GTM teams on the dark funnel and how to reach out to potential customers *quickly* Were you at Inspire24 today? What were your biggest takeaways? Share below 👇

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There are three BIG reasons to buy HubSpot - whether you've considered them like this before or not... To Enable your teams with Technology To become more Customer Centric To become more Data Driven We can immediately see that simply buying the software, implementing the tools and training your team in its use isn't going to achieve those objectives on it's own We call the space between buying HubSpot and getting to the level it's helping you achieve these huge impacts, 'the Adoption Gap' On one side of the gap you have your current state On the other, the future state The path between the two is how you close the adoption gap and move your business forward If you don't know where you are, much less where you are going, there is little chance you will close that gap Our HubSpot Adoption Gap coaching is designed to help you with the traditional HubSpot Partner Implementation and Onboarding But we will also teach you how to use HubSpot strategically Not just how to use the tools How to use HubSpot to achieve your strategic objectives - or get you where you want to be going Want to grow website traffic? Increase lead generation? Increase sales pipeline? Improve your NPS? Achieve SLA's? You need to know how to do those thing first, and how HubSpot will support your business to do that We don't just set you up on HubSpot, we close that gap with you too We support you to create those strategies to achieve those objectives, and build them into HubSpot so it can support your growth Connect with me here to find out more

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Here's the stark facts in sales today. - 31% of reps are making quota - Nearly half (44%) of deals slip - Sales cycles are double digits longer, win rates are double digits down - Inbound leads are down - Salesforce recognised the need to increase pipeline coverage to by 50% (from x2 to x3) Most of those we speak to recognise all these challenges. But they are stuck. "Do more with less" is the message. They have cut teams and fought for those remaining. Their organisations are stuck with blind hope and knives sharpening. The only solution they know is to fire and replace. Because the real problems aren't acknowledged. The market has changed and it's harder. But are teams are not more skilled. The same teams, that could achieve in the old world are failing in this one. And the last message anyone wants, is we need to spend some money to solve that. "That's your job isn't it?" cries the leadership to time-starved managers and leaders. Anyone want to guess what's going to happen to sales manager average tenure (already at an all-time low of 18 months)????

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Using Data to Drive HubSpot Adoption: The Metrics That Matter In today’s blog post, we're diving deep into how data can drive HubSpot adoption in your organisation. From marketing and sales KPIs to customer service metrics, we break down the numbers you need to track to close the HubSpot Adoption Gap. We also explore how to set goals, implement a Management Control System (MCS), and foster a data-driven culture that turns HubSpot into more than just a tool—it becomes a strategic asset. Let's leverage data to transform the way we use HubSpot! Read the full article here: https://hubs.la/Q02PYGhB0 #DataDriven #HubSpotAdoption #DataAnalytics #MCS

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Using Data to Drive HubSpot Adoption: The Metrics That Matter In today’s blog post, we're diving deep into how data can drive HubSpot adoption in your organisation. From marketing and sales KPIs to customer service metrics, we break down the numbers you need to track to close the HubSpot Adoption Gap. We also explore how to set goals, implement a Management Control System (MCS), and foster a data-driven culture that turns HubSpot into more than just a tool—it becomes a strategic asset. Let's leverage data to transform the way we use HubSpot! Read the full article here: https://hubs.la/Q02PYM6C0 #DataDriven #HubSpotAdoption #DataAnalytics #MCS

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SEO really is something that unifies various business disciplines. Don't think that because it's not your speciality, you can't be powerful in helping your organization's SEO!

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Some strong advice here - I'd recommend a quick peek for anyone running sales ops.

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How the HubSpot Adoption Gap, when its not closed, causes a vicious CRM death cycle! See the full video here https://hubs.la/Q02XndN50

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"HubSpot? Help Desk? HubSpot doesn't have a help desk... It's a CRM." Oh yes it does. Oh no it doesn't... (too soon) Oh. Yes. It. Does!! I am so excited that CX teams are getting recognised in the HubSpot ecosystem! HubSpot have done a phenomenal job of launching their Help Desk this year. Initially, it's fair to say it felt like a mix of their legacy ticketing and shared inbox. Fast forward to now, it feels like a TRUE help desk solution.... ✅ Completing day to day tasks feels seamless ✅ Collaborating with other colleagues and teams is simple and unified ✅ Understanding company, team and rep service performance in one place ✅ It's omnichannel... don't get me started on the Aircall integration... Here's my rundown of new features to get involved with: 1️⃣ Summary & analysis - A complete rundown of current help desk state, rep availability, performance, priorities and interactions 2️⃣ AI reply recommendations - Your new AI customer support agent helps provide your reps with suggested logical, relevant and contextual responses to customers based on previous interactions 3️⃣ Ticket merge / splitting - Once a ticket closes there should be no new engagements. Move them into a separate ticket, and for similar queries on separate tickets, bring them together in one record (so easy!) 4️⃣ Send and next action - respond to your customers and assign the next action to take in one workflow! #onelessclick CX leaders - what are you waiting for?! Run, don't walk. 🏃‍♂️ HubSpot product team, keep up the amazing momentum, we are with you 🙏 #customerservice #cx #customersuccess #hubspot

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