Edd Gould

Your CSM just renewed 95% of their book, but their expansion revenue was 3%. So you're paying someone $85K to be a really expensive customer support agent with a fancier title? Most CSM comp plans reward one thing: keeping customers from leaving. So that's exactly what you get. At the same time, more and more leaders are pushing their CSMs to focus on driving expansion revenue. If you want CSMs who actually drive growth, you need to pay them like growth matters. Instead of $75K base + 10% of renewals, try: - $65K base + 5% renewals + 15% expansion revenue. - $1K SPIFF for every expansion conversation that moves to proposal stage. - $500 bonus when they identify and introduce a new stakeholder to the AE. - Quarterly bonuses tied to account health scores that predict future expansion. Some teams add expansion readiness gates: - 80%+ of accounts with documented expansion opportunities unlocks 1.5x expansion multiplier. - <50% expansion pipeline coverage? Your renewal rate drops to 5%. With this structure (and the proper enablement), your CSMs will stop avoiding pricing conversations. They'll start thinking like account managers. They'll map org charts. They'll identify budget cycles. They'll become expansion hunters, not just churn preventers. One team we work with made this shift last year. Their CSM-driven expansion went from 12% to 43% of total growth. Same people, different incentives. If you pay CSMs to prevent churn, they'll prevent churn. If you pay them to drive growth, they'll start driving growth.

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Last week, Adam Robinson made a post about how many dials our SDRs make per day and then 500+ people called me stupid, liar, and said I don’t know what I’m doing. Here’s my response: Adam’s post was about a webinar I did with the RB2B team. On the webinar, I said we make a couple thousand dials per rep per day. That is true! The thing I want to clarify is the total number of dials. We make 1,000-1,600/per day per rep. Sometimes less if we have more conversations, sometimes more if we have less conversations. The 3,000-4,000 dials per rep number referenced in the post is not correct. I went back and listened to the podcast, there’s a bit of cross talk and I can see where that number came from. But for the Official LinkedIn Record™, I misspoke. We do not make 3-4K dials per day. But we ABSOLUTELY DO make 1,000 to 1,600 dials per day per rep and you probably should too. Here’s what people got heated about: 1. The math doesn’t math, liar! Most people seem to think you can only call one person ONCE. And that we dial one-by-one. A half-dozen people made posts about the math and how it’s wrong because there are not enough contacts in the world or hours in the day. That’s not true! Most of our highest ACV deals came from contacts that we were able to connect with after 5-6 dials. We are using a power/parallel dialer — nobody dials manually. If you’re committed, and have the right tech, you can absolutely make a lot of dials a day per rep and book a ton of meetings. 2. Just use signals it’s 2025, moron! A lot of the comments said “This is 2025, not 2019. Just use Signals.” I guarantee you there is not a single company that uses Signals alone to drive a considerable amount of pipeline every month. The alpha isn’t there. When there is a signal, dozens of other companies in your space already have that signal too. Am I saying don’t use them? Absolutely not. Stacking them helps, but it will only take you so far. If you want $100k, $500k or $1m revenue months, then you NEED volume. 3. You’re burning through your TAM, idiot! A lot of people said “they are burning their TAM.” But our largest deal to date was with a VP that told our rep to “F off.” Two months later, he picked up again, didn’t remember it, and booked a meeting. Nobody remembers one bad dial and refuses to do business with you. Your TAM is not static, it should expand. At first we were selling to SMB B2B SaaS at mid 5-figures, then we were selling to Enterprise B2B at low 6-figures, and now we are selling to 9 different verticals including banks, professional services, and tech, at much higher ACV. If you want to be high-growth B2B company, Volume needs to be built into your GTM. TAKEAWAY: Now, I love Linkedin pile-on as much as the next guy… But don’t underestimate how much volume it actually takes to grow fast. Signals help, but they’re not a strategy. They’re a supplement. If you want predictable pipeline at scale, you need conversations, and conversations come from dials.

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Coaching your frontline sales managers can increase the entire sales team's performance by as much as 20% Some other data points: 👉🏻Companies that invest in coaching see an 788% ROI through increased productivity and employee retention. 👉🏻Reps are 21% more likely to hit quota with the right leadership. 👉🏻Revenue per seller can jump as much as 50%. Compelling, isn’t it...？ So why is it that sales management training & coaching comes so low down on the priority list when the results are so impactful? In many cases sales managers have been promoted because they were top salespeople, but the skills needed to be a high performing Individual Contributor (IC) are very different to those needed to lead a team (where you go quite literally from 'I' to caring about 'We'). Without the right training and coaching, most are left to figure out on the job - neither of which is optimal for the individual or the company. Ok, so yes, at this point there is a shameless plug for my revenue coaching services, but the results are truly special when a revenue leader with potential and talent (but still learning on the job), can fast track through effective coaching... So what does coaching with me look like: 🌟Personalised 1:1 sessions tailored to your needs 🌟Assessment of skill & knowledge gaps against a revenue leadership maturity model 🌟Clear coaching plan with tangible outcomes 🌟Access to best-in-class playbooks & frameworks (as well as practical guidance on how to execute on them).  Who's my coaching for: ✅First-time sales leaders stepping into new VP/CRO roles ✅Experienced SaaS leaders taking on new functions or geos ✅Ambitious leaders with an 'always learning' mindset ✅SaaS companies that want to increase sales performance by 20% 🎯This quarter’s offer: Book five coaching sessions and your sixth is on me. If you are interested in finding out more, please email me at [email protected] Apologies for cringy photo - it's me at my desk following a coaching call - tenuous link to the post I know :)!! #thefemalesalesleader  #softwaresales  #salesleadershipcoaching  #saas

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When you run cold calls, data quality is the most important thing you should look for! I’ve been saying it for a while now, and the latest test from Céan Greer and Mark Bangs only proves it again. They ran a head-to-head test: 100 contacts, same persona, same call block. Disclaimer: They are not affiliated with either company, and paid for the data themselves. Lusha - Easy list building directly from Linkedin + HubSpot integration But results included: retired people, landlines marked as mobiles, fax numbers, wrong geographies, inactive numbers… FullEnrich - Higher connect rate (and NEW Hubspot integration) Only “issue”: a few personal mobiles => still far more usable than dead numbers 👉 Conclusion: data quality >>> Integrations and convenience are nice, but if the data isn’t reliable, you’re just wasting time. And as of today, nothing beats FullEnrich on quality.

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B2B buyers are 73% through their decision before engaging vendors (Forrester). The buyer's journey has fundamentally changed and most sales teams haven't changed. Yet, sales teams still go into "pitch mode" on the first call. This is why intent data isn't just "nice to have.” 𝗧𝗵𝗲 𝗢𝗹𝗱 𝗪𝗮𝘆: * Wait for inbound leads * Ask discovery questions from an enablement script * Assume you need to educate them on the problem, market 𝗧𝗵𝗲 𝗡𝗲𝘄 𝗥𝗲𝗮𝗹𝗶𝘁𝘆: * Buyers research 5-7 vendors before contacting anyone * They've already seen part of your platform online or from a peer * They're comparing pricing on comparison sites * Reading reviews on G2 and TrustRadius I’ll often now lead with "I see your team has been researching X, Y, and Z. Where are you in the evaluation process?" Even on a very first call. Big fan of Demandbase for bringing those insights to me 24/7. Sales teams using intent data don’t just use it to land new pipeline. They use it to strategically meet buyers with where they are.

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