“When a client is asking something, what are they really asking for?” asks John Maczynski, CRO for CXperts. John is the master of cutting the fluff out of sales and focusing on the basics – real people talking to other people about what they need.
John’s start in sales came during a relocation. His wife started med school, and he found himself in a new part of the country, and in a new part of his company. But he thrived in a sales environment, because he had been a buyer in his previous role. He knew from the get-go what buyers want, which is authenticity, a solutions-based approach, and frank conversations about what the selling company can really provide — and what they can’t. John doesn’t see himself as a sales person, he sees himself as a consultant, and a problem solver. “In that case,” John says, “you are going to be a trusted ally, not an adversary.”
Watch or listen to this episode:
In this episode
In terms of CRM implementation, John’s focus is on actionable implementation of your data. You want your data to be able to solve your problems in the future, not just report on the past. Being able to use your data as a learning tool to identify the difference between your wins and your losses is a huge asset for any organization.
- “The single most important driver to a great customer experience is being able to treat your employees well.” (5:41-5:49)
- “In our case, the chief service that we provide is customer service and dialogue with our customers. And so from that standpoint. The single most important driver to a great customer experience is being able to treat your employees well.” (5:28-5:49)