Tommi Lehtihuhta

If your chatbot report says “15,000 chats this month” throw it in the bin. That’s like a sales manager boasting about how many calls the team made, without telling you how many deals closed. At Kandid, we’ve stopped caring about vanity metrics like: Total chats Messages exchanged Time spent chatting Because none of these matter if the needle isn’t moving where it counts. Here’s what we do track: ✅ Cart Value generated Did the bot actually help people make a decision? ✅ AOV Lift Is it nudging users toward higher-value carts with smart guidance? ✅ Revenue Uplift How much money did it contribute directly to your top line? These are the numbers that tell the real story. One of our partnered brands doubled their conversion rate on PDPs after replacing their FAQ-style widget with Kandid. Same traffic. Same products. Different outcomes.That’s what D2C brands need to optimize for outcomes, not interactions. If your current chatbot is reporting everything except impact on revenue, it’s time to ask why.

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Two weeks ago I met DemandJen! She is a sales WEAPON. We got talking about outbound, lead gen and what’s actually working right now 👇 She dropped some advice that you can use immediately. Here's what you need to know: 1️⃣ It's about the buyer. Not you. Most sales processes are built to make YOUR life easier. Your templates. Your workflow. Your CRM fields. But buyers don't care about any of that. Every touchpoint should be built around their experience.  Their timeline.  Their decision-making process. Stop optimising for you.  Start optimising for them. 2️⃣ Outbound is easier now (if you put in effort) Yeah, I said easier. Here's why… Everyone's using AI to spam prospects.  It’s generic. It’s annoying. Instead: → Use ChatGPT to research your prospects → But write the actual message yourself → Show genuine effort and understanding When everything else is garbage, a thoughtful message stands out. 3️⃣ Go where your customers learn Ask yourself: Where do my customers go to get smarter? Podcasts?  LinkedIn? Industry blogs?  Specific communities? That's where you need to build your reputation. Pro tip: Ask your Account Managers to ask current customers where they learn. Then show up there consistently. 4️⃣ Steal from your C Suite Struggling to know what good outbound looks like? Ask the CXOs in your business: "What's the best outbound message you've ever received?" Spot the common trends - What made it work? Why did they respond? Bring those patterns into your workflow. TL;DR: - Buyer experience beats seller convenience.  - Effort beats AI spam.  - Show up where customers learn.  - Learn from what actually works. You can literally use all of these tips today. Get after it 💯 (and give Jen Allen-Knuth a follow if you haven’t already!) PS - Get immediate access to a leg gen + closing sales scripts in the Snowballn' Sales Vault here 👉 https://lnkd.in/gkBnZFpN

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Beyond building the platform for others to create agents, we look for every opportunity to use agents internally to improve the end experience. One of our recent favourite cases: AI SDR for inbound. Scepticism around AI SDRs is fair - too often the goal is binary: replace the entire experience. We took a different path. Our inbound still starts with a form, but instead of waiting for manual follow-up, everyone gets an opportunity to accelerate the process with an AI SDR that dives into the use-case, asks clarifying questions, and then helps route it to the right person inside our GTM team. It doesn’t replace the team - it makes them sharper. It helps us match the right internal partner to the right customer from the very first interaction. And beyond that, we don’t have people speaking as many languages as our customers - which makes explaining the use-case much easier through the agent. And it works: - 78% of inbound now flows through the AI SDR - 30+ languages handled automatically - CSAT: 8.7 The best part: it improved the experience. Many prospects prefer speaking with the agent and share information more freely and expansively than they ever would through a form. Looking ahead, for some use-cases, you’ll be able to go from first contact all the way to a signed contract just by speaking with agents - if you so choose to.

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SaaS Sales is taking a different direction in 2026. It isn’t about net new logos anymore. It’s about not losing the ones you already have ----- Some facts: → According to Bain & Company, increasing customer retention rates by just 5% can boost profits significantly (up to 95%) → Gartner predicts that by 2026, customer retention will become the top priority (P0) for most SaaS companies as acquisition costs continue to surge and buyer scrutiny intensifies → Every SaaS company is screaming about “growth” but bleeding customers out the back door. Retention isn’t just key, it’s mission-critical Double down in account management, or else you’re already behind. → Build more champions vertically & horizontally, not just contacts → Go deeper into the business, not just wider → Collate & collaborate to make renewals a no-brainer Retention isn’t something you do after the sale. It IS the sale. The companies who get this right? They’ll win 2026. And beyond. #b2bsaas #b2bsales

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𝗛𝗼𝘄 𝗜 𝗥𝘂𝗻 𝗠𝘆 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗪𝗼𝗿𝗸𝗳𝗹𝗼𝘄 Two years ago, I posted my account workflow Here it is again the exact process I use to give myself the highest possible chance of booking a meeting 👇 𝐒𝐭𝐞𝐩 𝟏 - 𝐒𝐞𝐥𝐞𝐜𝐭 𝐭𝐡𝐞 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 Agree as an AE and BDR team on which account to start prospecting Even better if you have a why behind the selection e.g. they visited your website or engaged with your content 𝐒𝐭𝐞𝐩 𝟐 - 𝐁𝐮𝐢𝐥𝐝 𝐭𝐡𝐞 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐌𝐚𝐩 Work out all the personas you need to target 💡 Tip: Use Sales Navigator to build this and rank personas by Tier 1, 2 & 3 [𝐼 𝑤𝑖𝑙𝑙 𝑝𝑜𝑠𝑡 ℎ𝑜𝑤 𝑡𝑜 𝑑𝑜 𝑡ℎ𝑖𝑠 𝑖𝑛 𝑐𝑜𝑚𝑖𝑛𝑔 𝑝𝑜𝑠𝑡𝑠] 𝐒𝐭𝐞𝐩 𝟑 - 𝐀𝐬𝐬𝐢𝐠𝐧 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐬 I recommend launching a minimum of 6 personas per account Agree between AE and BDR who will launch which ones As an AE, I usually would have taken Tier 1 (C-Suite), while my BDR handles Tier 2 and 3 𝐒𝐭𝐞𝐩 𝟒 - 𝐑𝐞𝐬𝐞𝐚𝐫𝐜𝐡 𝐭𝐡𝐞 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 Create an Account Plan together based on your findings ... look for: - ICP alignment - Financial reports - Existing customers in their space - Past users - LinkedIn followers of your company page 𝐒𝐭𝐞𝐩 𝟓 – 𝐀𝐠𝐫𝐞𝐞 𝐨𝐧 𝐭𝐡𝐞 𝐇𝐲𝐩𝐨𝐭𝐡𝐞𝐬𝐢𝐬 Based on your understanding, define the messaging: 𝐻𝑜𝑤 𝑐𝑎𝑛 𝑦𝑜𝑢 ℎ𝑒𝑙𝑝 𝑡ℎ𝑒𝑚? This becomes your Version 1 Hypothesis, which you’ll revisit as outreach progresses 𝐒𝐭𝐞𝐩 𝟔 - 𝐋𝐚𝐮𝐧𝐜𝐡 𝐚 𝐌𝐮𝐥𝐭𝐢-𝐂𝐡𝐚𝐧𝐧𝐞𝐥 𝐂𝐚𝐝𝐞𝐧𝐜𝐞 Just using one channel does you no favours ... use multiple channels to maximise your chances: LinkedIn, phone, email, voice notes, video, etc 𝐒𝐭𝐞𝐩 𝟕 – 𝐂𝐚𝐝𝐞𝐧𝐜𝐞 𝐓𝐫𝐢𝐠𝐠𝐞𝐫𝐬 Review engagement signals: - Did the account show intent? - Did they research on G2? - Did they engage with an email? 𝐼𝑓 𝑦𝑒𝑠 → 𝑝𝑎𝑢𝑠𝑒 𝑜𝑢𝑡𝑟𝑒𝑎𝑐ℎ, 𝑟𝑒𝑓𝑖𝑛𝑒 𝑦𝑜𝑢𝑟 ℎ𝑦𝑝𝑜𝑡ℎ𝑒𝑠𝑖𝑠, 𝑎𝑛𝑑 𝑙𝑎𝑢𝑛𝑐ℎ 𝑉𝑒𝑟𝑠𝑖𝑜𝑛 2 𝐼𝑓 𝑛𝑜 → 𝑎𝑠𝑘: Is it the right account? - Are we targeting the right personas? - Are we using the right channels? -- 📹 Thinking of creating a walkthrough video - DM or comment if you’d like me to make one

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Solo channels are dead. It’s time to mix and win, or fall behind. Inbound alone? Too slow. Outbound alone? Too noisy. The truth is, relying on one acquisition channel in 2025 is like trying to win a chess game with just your pawns. It’s not that acquisition is broken-it’s transforming. Yes, it’s more expensive. Yes, it’s more complex. But guess what? Creativity is still the cheapest weapon we’ve got. At Folderly, the only way we stay competitive is by mixing channels, finding synergy, and adapting faster than the market changes. Here’s what our “mix and win” playbook looks like right now: - Cold Email Outreach: The unsung hero. When done right, it’s cost-efficient and scalable. With CACs between $400-$600, it beats inbound on ROI. - Intent Signals: Instead of guessing, we focus on timing. Warm leads from intent signals? Priceless. - Multi-Channel Follow-Ups: Email, LinkedIn, video, off-line sales, phone-each one adds a layer of trust. - Owned Media: Because algorithms don’t own relationships. We do - My fav cherry on top is never ending nurturing loop. The result? A system that doesn’t rely on luck or a single channel. The landscape is only going to get harder. Rising costs, smarter buyers, and tighter margins will demand even more from us. But that’s the challenge-and the opportunity. Because while others are waiting for a silver bullet, we’re building an arsenal. How are you preparing for the shifts in acquisition? Let’s trade tactics.

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Selling on marketplaces but your growth chart looks like 🫠? You're not the only one. And no, it's not just the algorithm's fault. Together with ChannelEngine & bol, we made a guide that uncovers exactly why performance stalls and how to fix it. We’re talking about the 16 silent killers quietly draining your sales. Spoiler: most sellers are tripping over at least 5 of these right now. 💸 Discounting like it’s 2019 🎯 Targeting broad and praying for clicks 📦 Automation that’s more “auto-pilot crash” than “efficiency” 🛒 Buy Box rules that self-sabotage 📉 Not having returns insights on SKU-level, driving profit-loss We added some of ChannelMojo's own playbook to make sure you’re not just diagnosing problems but actually solving them. If you want better margins and fewer headaches before Q4… this is your sign. 📥 Grab the guide via the link in the comments! #Marketplaces #Ecommerce #ChannelMojo #ChannelEngine #OnlineSellers #ProfitNotPromos

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The fastest way to lose your top performers is to pay their peers more for the same role. We’ve all seen it. Someone stays loyal, delivers year after year, and grows slowly inside the company. Then a new hire joins at “market rate” and is offered 20-30% more than what that loyal employee is making. It spreads quietly, sometimes slowly, but it always spreads. Then resentment builds, motivation drops., and the people you can’t afford to lose are "suddenly" looking elsewhere. This is called pay compression. And it’s one of the most damaging (and easy to fix) mistakes a scaling company can make. The way to address this is straightforward: 1. Create salary bands you’ll actually stand behind 2. Run quarterly compression checks with real market data 3. Adjust proactively and train managers to explain the why clearly Then back these by policies / reasoning you stick to and share with the team. Fairness only works if it’s operationalized, and trust builds when pay decisions follow a system that repeats consistently, not based on leadership ad-hoc decisions. And comp decisions will always impact culture at the core. Remember, culture issues don't typically start with leadership speeches or engagement surveys. They often start with unfair pay decisions. --- #hr #culture #people

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