The Ultimate Sales Guide 2.0

Do things that don’t scale (and do them amazingly well if possible.
– Paul Graham

Sales System for Startups

By universal definition your ideal customer is someone who you provide immense value to, and who gets immense value in return. It’s the ‘champion’ that has the greatest lifetime value and shortest sales cycle, it’s a natural fit.

Why is determining your ideal customer important? This is the customer who you are going to spend significant sales and marketing resources to acquire. Most companies won’t get it right initially, that’s why fast iterations on customer development is key to profitable returns.

The only way to learn about your ideal customer is to have as many sales-type conversations as possible because that’s what’s going to inform your sales, marketing and product roadmap. Mature companies have the benefit of lots of data points about customers and sales history. Startups are learning as they go, which means very little data.

The more conversations you can have to a- assess need b- identify ability to purchase, and c- determine readiness, the more your business will grow.

The steps to take

timeframe

1. Timeframe

Determine a timeframe for testing your ICP and refining your market – this is usually over 3-6 months. Don’t be afraid to course correct to a new customer segment in 30-45 days. The goal is to make fast iterations to your outreach strategy so that you can better refine your messaging and determine sticking points.

Set a Goal

2. Set a Goal

The goal should be to have a number of qualified sales meetings per month, actual conversations. Qualified sales calls or what we like to call ‘completed profiles’ are going to drive a lot of your decision making, and guide your sales and marketing effort. Have as many sales qualified conversations as possible.

Keep in the mind the amount of work it takes to coordinate sales channels and provide high-touch personalized content through voice and social. You’ll want to align your goal with your available resources.

Capabilities

3. Be realistic with current capabilities

A ramp for either your dedicated SDR/BDR or the outsourced team you hire should be hitting a repeatable number of qualified sales meeting booked by month 3-4. This is also assuming your product has achieved some product-market fit.

As said earlier definition of your real ICP can take up to 6 months. Fast iterations early on will always net larger results at ramp. So you want to make sure your team has the capacity to develop lead lists at velocity, while also creating fully customized messaging pillars for each, and leveraging high touch channels like voice and Linkedin, because a single channel will never work. More on that later.

These activities take a significant amount of time, and having a dedicated hire (multiple roles) to keeping your calendar or your team’s calendar full with meetings is a full-time job.

ICP Definition

The purpose of having as many qualified sales conversations as possible, as fast as possible, is so you can build up your sales pipeline, refine your ICP and launch other sales and marketing channels.

You can’t do any marketing without nailing your ICP first. Lots of money is burned this way on marketing channels way too soon in a company’s growth stage because they haven’t yet nailed their ICP. The goal of sales conversations with your targets is to determine how or if your ICP struggles with a certain activity that your business aims to solve.

Say for instance you find out that “scalability” is an issue with a segment of accounts, and another portion cares about “compliance”. You can then launch campaigns (sales and marketing) specific to the needs of each customer. What you can’t do is market to them without understanding them.

If you have a niche market (eg: EHR software or Building Intelligence), you should be more focused on maintaining consistent sales and marketing activity, and building relationships, going deep and not broad. As opposed to lots of fast iterations on sales outreach.

Your ICP should include sales triggers, meaning you have firmographic and technographic data on what makes your customer a good fit based on your product-market fit.

Examples of data (firmographic and technographic) that could inform your ICP:

Ad spend

Using a certain CRM or ERP

Role within the organization

Employee count or revenue

Etc, etc.

Your Turn

What are your suspected ICPs?

You may or may not know this. If you are a PPC Agency for instance your company observations are likely going to be ad spend. If you do business lending you are likely looking for companies that have been around for at least 2+ years. Identifying all your firmographics and technographics is key to list building.

You’ll want to write your ICP (or suspected ICP) out as generic as possible and then refine it until you have something that is as targeted as possible.

Here’s what ours looks like:

ICP 1
Founders, Sales & Marketing Leaders at technology companies with fewer than 50 employees that have raised between $1 to $5 million in the last 3 years, and want to grow revenue without adding overhead. They also have ACVs of at least $2k and have at least one in-house team member focused on sales.

ICP 2
Companies that market to hospitals & health systems. We have a proprietary database and track over 5k hospital & health systems, 10k+ contacts at the executive level, and lines of business. Our ramp-time with this segment is low.

ICP 3
Sales & Marketing leaders with fewer than 100 employees that have invested in an Account-based tool (eg: Terminus, Demandbase, etc) and have defined niche markets (Associations, Contract Pharmacies, etc). We have an outbound call process that makes it easy for our team to generate qualified leads but also collect primary information about target accounts.

List Building

Once you’ve put some thought into your ICP it’s time to build your company list. Most of the list building we do at Smashdeck for ourselves and for clients starts at the account-level, meaning our ICP is what informs what companies to prospect, from there we source contact information for roles that meet our criteria.

Being in our business we know who makes a good client, what account-level factors we are looking for. You will have the same knowledge of the type of customers for your business. If you are pre-revenue it’s an educated guess, and if you are post-revenue than there are common traits among your current customers that you can define.

Here is ours:

The header rows here are intentional, meaning these are the account-level factors we want to know but also during our research process we will also identify custom fields that we can use in our messaging.

We typically pull in account lists from a number of sources; Linkedin, marketplace sites like Crunchbase, curated lists, etc.

Once we have an Account list- we have an offshore data researcher go through the companies we’ve identified and fill in the factors/rows we are looking for. In the example it’s rows B-H.

After that we can filter out the ones we don’t think are a fit and keep the ones we do.

Once you have a really good Account list you are ready to find contacts that you think would be interested in your product or service. Again up to this point we have done a really thorough job to identify companies that would fit within our ICP, and therefore narrow our prospecting pool, making our chance of success at outbound high. We’ve vetted the companies for Fit, we narrowed in on a tighter segment of those companies based on what common traits our current customers have in common.

Now we can start building our contact list with confidence.

There are 2 ways to list-build.

  1. Hire a research team
  2. Use a sales prospecting or sales intelligence tool

We typically do both. Many times when you purchase a database product like ZoomInfo or Lead 411, you are sharing in the same data. Most database tools use APIs to acquire new company and contact details from the same provider, think BuiltWith and FullContact. Essentially most companies are data aggregators and not data providers.

There is nothing wrong with that as you need to collect information from lots of data sources to make it valuable and accurate. For the most part acquiring data is easy, it’s the implementation of bucketing contact lists, aligning your ICP with good messaging, and coordinating sales channels that makes it difficult.

We have found the easiest way to build contact lists are custom to the needs of the business but that doesn’t mean we won’t use a database tool from time to time.

We have a research team out of India. We use a Trello board to manage their tasks. If you are hiring an offshore researcher (or team) I highly recommend managing their time in this way. You want to centralize your contact database and tasks before feeding it into your other systems.

list building

A word of caution about offshoring list building. This is a crowded category with a lot of freelancers. If you post a job on Upwork you will get hundreds of applicants. Be ready to sift through the applicants or feel free to reach out, and we can connect you with a freelancer we have already vetted.

The other option is to use tools or platforms. A few that we like:

LeadIQ
For lightweight prospecting starting at $97 a month.
ZoomInfo
This is an enterprise database solution that starts around $11k a year.
DiscoverOrg
Also an enterprise database solution with high-quality data, most of which is primary researched by the DiscoverOrg team. > $20k annual pricing.
Apollo
Database solution but also includes email automation & sequencing. Price starts at $18k a year.

Expect a lot less accuracy with data tools, most companies will have an 70-80% deliverability rate with email.

Sequences

If you think you are going to build your entire sales pipeline on the back of sales emails, not gonna happen. Doesn’t matter if you are setting up automation or hyper-personalizing your emails, emails as a single touch-point are never going to alone drive the volume of activity you need for a substantial pipeline. As with all sales and marketing there are attributions.

We use email, voice, Linkedin, and a Slackbot to coordinate sales channels. We have found this to be the most effective method of securing the greatest number of sales meetings for clients. If you are outsourcing all or part of your sales pipeline development to a company and they just focus on sending emails, you are wasting your money.

In fact if you are working with a company already and they are only automating emails for you, save yourself the 6-month commitment, multiple 5-figures in spend and go on a vacation.

Now with that said, emails are still a very important component of your sales process. The best sales emails are personal and appropriate, meaning they can still be auto generated but you will need very tight messaging around observation and insight.

A good sales email can break down like this:

Observation

Insight

Advantage

Social Proof

Intriguing CTA

The Observation is why you are approaching them in the first place. It’s the because they are spending money on Adwords, they need a marketing analytics tool. If you don’t include an Observation in your sales email it’s pointless to send it. Your Observation shows you’ve done your research and creates an automated but personalized first touch point.


Offer Insight and a few reasons why they need your solution, which is the Advantage. Include Social Proof so recipient feels instant credibility.

A single sales email isn’t going to do the trick. Just like we mentioned that a single touch point is never effective. You need to iterate on your messaging pillar, and establish a beachhead before someone will give you their time.

How many emails in a sequence is good?

An 8 email sequence is usually the most effective. Not all respondents will open each email, in fact a respondent may delete the first, and open the 3rd, and then reply. Aligning your messaging with sales triggers is important but so is timing. Many things happen during a work day that allow for timing to play a crucial role – meetings, deadlines, personal conflicts, the list goes on. You can’t know the schedule of each individual on your contact list.

Persistence is still as effective today in sales as it was 20 years ago.

All our email sequences take place over a 2 to 4 week period so in most cases emails are spaced between 2 to 3 days of each other.

Tech Stack

We are always iterating on our tech stack but these are the tools we currently use:

Outreach
Linkedin Sales Navigator
Slack
Lusha
Phone Burner

Chrome Extension and other Add-ons:

Hunter
LeadIQ
Name2Reply
MailTester.com

Our research team uses Linkedin Sales Navigator to find email addresses and then a tool like MailTester.com to confirm deliverability. Because of this when we send emails on behalf of clients we get almost a 97% deliverability. Add-on tools and chrome extensions will typically have a 80% deliverability. The former takes a lot of time the latter is plug and play. The advantages of high deliverability are to protect your server from spam and in most cases the more time you are spending on your list building activities the better they perform – spend more time building verified contact lists and writing personalized messaging then building large contact lists.

Implementation

You’ve done all the work now it’s time to start implementing, iterating and adding more value to your sales pipeline!

Note: for this part you must have already purchased the tools above, your team is using Slack, and you have built your account and contact list.

We use a Slackbot to coordinate sales channels, meaning that when we see a high number of opens from a contact, we use that as a catalyst to launch other touch points: voice and LinkedIn.

Here is how it works:

Import your contact list into Outreach, and then assign those contacts to a sequence.

We sometimes start with a 2-email sequence using the merge fields we found in our account-research step. Example of 1st email

Subj: your Finance buyers

John, 

I was looking through ACME website and enjoyed reading about your customer successes with companies like Rackspace – really impressive! We’ve worked with companies just like yours to scale their sales operation. We take all your in-house prospecting activities so that your team can focus on closing new business.

How is your current sales process? Are you getting the results you want?

Thanks!

We then create a series of LinkedIn connect templates to pull from and personalize based on our researched lists. Examples below:

Hey Christina, I looked through site and was really impressed by the work you do for customers. Especially your work with museums. We’ve recently helped a client get into the Air & Space Museum, and landed them a partnership with Event Network.
Hey Christina, I looked through DODO site and was really impressed by the work you do for customers. Especially having worked with companies like Rackspace and Virgin – super impressive! I think we could help you find more of those customers.
Hey Christina, I looked through BOGO site and was really impressed by the work you do for customers. Especially your work with coordinated care teams. I think we could help you find more Health System customers. One of our Healthcare clients is seeing a 8.2x ROI.
*We haven’t found LinkedIn to be the best driver for securing sales meetings but it is a great brand channel, as a single-touchpoint. The goal with any sales outreach is to start a conversation.

The Slackbot that we setup works like this. It takes the engagement (opens) from Outreach and then sends them to a Slack channel, you can then use that as a catalyst for a higher touch outreach – voice call. We use email as a catalyst for other sales channels because it helps to inform where reps should spend their time, especially for small teams.

Outreach

Tip: Make sure that when you load your contact data into Outreach that you include the Linkedin url of the contact, you will need it.

Our scoring methodology varies but typically when we see a high engager 2+ opens we will pop on over to LinkedIn and use Lusha to find the phone number for that contact.

contact

If you have Integrated Outreach with Salesforce then any activity from Outreach will immediately get synced with Salesforce as a Lead record. For an additional cost Outreach allows you to add voice, as a dialer, calls are automatically logged to your Salesforce.

salesforce

We have found that for small teams with limited capacity this is the most effective method of building a reliable sales pipeline. If you had a larger team you may want to run sales channels/or markets in parallels meaning, voice, linkedin and email, and try a lot of different things until it sticks.

Lastly keep in mind that at the end of the day these methods are proven to drive greater output (typically 1.5x), and we’ve put a lot of time and effort into testing, iterating and developing them. However, sales and market development is about hard work and consistency, without both your program will fail regardless of process.

We have monthly retainers to fit all size-business at various growth stages. Reach out to us to learn more.

“Their market segmentation tactics efficiently reach the right prospects. The Smashdeck team is collaborative and consistently delivers results. Their tailored approach fits the needs of their customers and sets them apart from other vendors.”

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“This program was really helpful to our organization. We are laying the foundation for building an inside sales team, and the insights provided by Smashdeck helped to accelerate that. Our team is excited to implement the process they laid out, and we can already see the benefits it could have in driving new revenue.”

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