Matthew Clare

I’ve rarely seen the highest-activity rep finish #1 on the revenue leaderboard and it’s fundamentally changed the way I measure productivity. Celebrating activity volume has one critical pitfall: What you measure increases - and it’s not always beneficial. If you focus primarily on number of calls made, a rep is better off making 100 dials and getting 0 connects than improving their list quality to make 50 dials with 3 connects. Not the behavior I want to incentivize. A good day isn’t just doing a bunch of activity - it’s doing all you can to make that activity meaningful. Over time, I’ve built a system that helps sellers balance volume of activity with quality of activity. It ensures that every day is spent on activities that drive revenue - not just check boxes. Because you don’t need to be the busiest rep on the team to be #1. You need to be the most intentional. That’s what makes a good day. And enough good days = a great year. Maybe you already know how to spend every day to ensure you hit quota. If you don’t, I’ve got my no-cost “Good Day” Framework and calculator for you here: https://lnkd.in/g879yrCK

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Excited to share the news of Shopify's latest partnership with CDW! This partnership underscores Shopify's commitment to supporting merchants by offering a comprehensive solution for their success. By merging Shopify's retail platform with CDW's IT proficiency, retailers now have a streamlined approach to meet all their requirements. Key highlights of this partnership include: - Improved accessibility to hardware, software, and services - Streamlined purchasing and onboarding procedures - Expert guidance from a familiar team This venture marks a significant stride for retail enterprises aiming for expansion, be it in the online sphere or traditional brick-and-mortar stores. Learn more about this dynamic collaboration here: https://lnkd.in/gz4eQmP2

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I thought this was a good read on how CRM and CCaaS platforms are clearly converging, and there’s real value there. But I don’t think either one is where the real disruption happens (and for quick context I've spent nearly a decade building products in those markets). The opportunity is in the workspace: the system of action where customer conversations start, get routed, escalated, and ultimately resolved. That’s what we’re building at Front. It’s not just for Support. It’s for every team that supports the customer. That includes the prof services teams, account teams, support, and sales. All in one place, working from the same source of truth. What makes Front unique is that it’s built to power both the first AI touchpoint and the complex human workflows that follow. You can’t have just one without the other. It’s not enough to automate conversations if you don’t have a platform to manage the escalations, and vice versa. A lot of businesses are frustrated by having to stitch together multiple tools, whether it’s to solve the multi-channel problem or the multi-team problem. That single workspace is where AI can triage and respond, and where real people collaborate across teams when things get nuanced. And more and more, it’s not just about humans collaborating with each other. It’s about humans collaborating with AI: building agents, managing them, stepping in when needed. That’s where the future gets really interesting. #crm #ccaas #cx #customerops https://lnkd.in/gXHVDcwb

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Performance Max got smarter reporting New upgrades include: • Asset group insights segmented by device, time, conversions, and networks • Channel results segmented by conversion action & ad event type • Cost in channel visualizations + ROI columns • Bulk reporting & downloads at account level • Extra diagnostics (e.g. limited serving from bid targets) More detail here: https://goo.gle/4853on0

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Clay’s Sculpt conference was a masterclass in what good looks like! Speakers from OpenAI, Anthropic, Canva, and Intercom shared real and actionable examples on GTM engineering, AI in practice, and sales efficiency. Some highlights: * Scrappy hacks that scale → start with some quick wins and treat it as a product launch: prototype/validate/promote * GTM engineering spans the whole journey → map out the full lifecycle from awareness to advocacy and build teams as pods to support each part of the journey * Let the field guide you → the best GTM engineering starts with automating the manual work reps do today and mirror the behaviors of your top reps * Prompting is a discipline → use examples for better outputs, ask AI to show its reasoning to understand the logic, and plan for edge cases * Balance automation with empowerment → AI can run end-to-end as an augmentation to your team. Real impact comes when teams trust and engage with the outputs, start with a human in the loop What stood out the most to me was how the conversation has shifted from talking about AI in theory to actually showing how it can rearchitect the operating system of GTM teams. I'm hosting our first marketing AI hackathon at HiveMQ and bringing a lot of learnings from this event. Actually this is the most notes I have taken at a conference! Also the event experience itself was an example of how to do it right: a beautiful venue, amazing food, and visuals throughout the event that really elevated the conference and kept the energy high. I am not at all surprised after I found out Mustafa Khan organized it. Mind is blown and the bar for events has been raised so high 🫶

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Just because a contact centre call connects without a hitch, doesn’t mean the conversation feels smooth. When calls get the "jitters" audio cuts out, voices overlap, customers get frustrated, and agents have to work twice as hard to keep the call on track. Jitter is not a full outage, but it’s enough to make conversations harder than they should be. Here’s where I see the impact: - Customers lose confidence when they can’t clearly follow the conversation - Agents feel strained when jitter slows them down or skews their metrics - The business takes a hit when handle times rise and CSAT drops Jitter isn’t the cause, it’s the symptom of deeper issues in networks or devices When I ran contact centres, I never had visibility of this. In fact it never crossed my mind, but now that I can see it, I can't unsee it because quietly erodes both CX and EX At face value, jitter sounds like a technical problem, but I actually thinks it’s a people problem. It makes it harder for customers to trust and harder for agents to do their job. In my latest article, I dive into the impact of jitter, what causes it and how to identify it. (link in the comments)

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