Unleashing the Power of Upserve: Elevating Sales with a Focus on Value, Empowered by Generative AI

Introduction:

In the rapidly evolving sales landscape, the combination of Upserve and generative AI has the potential to revolutionise the way we sell and serve customers. By leveraging data-driven insights and personalised recommendations, sales professionals can deliver exceptional value and build stronger customer relationships. In this article, we will explore the theoretical benefits of Upserve and generative AI in sales, supported by insights from thought leaders in the industry. Let’s dive into the transformative power of this approach.

Defining Upserve:

Upserve is a customer-centric sales approach that prioritises providing exceptional value and personalised solutions to customers. Unlike traditional upselling, which focuses on increasing transaction value, Upserve places greater emphasis on building long-term relationships, enhancing customer satisfaction, and fostering loyalty. The term “Upserve” emerged as a play on the words “up” and “serve,” reflecting the idea of elevating the sales experience by serving customers with the utmost care and attention.

Origins of Upserve:

While the exact origin of the term “Upserve” may not be attributed to a specific individual or source, the concept aligns with the shifting sales paradigms emphasising customer-centricity and value creation. With the evolving customer expectations and the rise of relationship-based selling, sales professionals began recognising the need to move beyond transactional approaches and focus on serving customers holistically. Upserve encapsulates this shift in mindset and emphasises the importance of personalised solutions and exceptional customer experiences.

According to a study conducted by Gartner, by 2025, 80% of B2B sales interactions will occur through digital channels alone. Additionally, Salesforce reports that 64% of customers expect personalised engagement based on their past interactions. These statistics highlight the growing importance of personalised sales approaches and the potential for generative AI to enhance the customer experience.

Personalised Recommendations and Insights:

Thought leader Daniel Pink emphasises the significance of personalisation in sales, stating, “To sell well is to convince someone else to part with resources-not to deprive that person, but to leave him better off in the end.” Generative AI algorithms have the ability to analyse vast amounts of customer data, enabling sales teams to provide tailored recommendations that cater to specific needs and preferences. By leveraging these insights, sales professionals can position themselves as trusted advisors, delivering solutions that leave customers better off.

Enhanced Customer Engagement and Retention:

According to McKinsey & Company, companies that prioritise customer experience outperform their competitors by 60%. Generative AI empowers sales teams to engage customers more effectively by leveraging real-time data and predictive analytics. By anticipating customer needs and proactively offering relevant solutions, sales professionals can enhance customer engagement and increase retention. This aligns with the principles outlined by Jeb Blount, author of “Fanatical Prospecting,” who highlights the importance of nurturing long-term customer relationships.

Predictive Analytics for Sales Performance Optimisation:

Author and sales expert Jill Konrath stresses the significance of leveraging data for sales performance optimisation, stating, “Smart selling is all about finding the right information faster than your competition, understanding it, and using it to make sound decisions.” Generative AI enables sales teams to analyse historical data, identify patterns, and predict future buying behaviours. By leveraging these predictive analytics, sales professionals can tailor their strategies, identify upselling opportunities, and optimise their overall sales performance.

Intelligent Sales Assistants:

The concept of intelligent sales assistants is championed by renowned author and sales strategist Anthony Iannarino. Intelligent sales assistants, powered by generative AI, can provide real-time guidance, suggest relevant talking points, and analyse customer sentiment during sales interactions. By leveraging natural language processing and machine learning, these assistants empower sales professionals to engage in more meaningful conversations and deliver value-driven solutions.

Conclusion:

The combination of Upserve and generative AI holds immense potential to transform the sales landscape. By harnessing the power of personalised recommendations, enhanced customer engagement, predictive analytics, and intelligent sales assistants, sales professionals can elevate their sales approach and deliver exceptional value. As thought leaders like Daniel Pink, Jeb Blount, Jill Konrath, and Anthony Iannarino suggest, embracing the principles of Upserve and leveraging generative AI can unlock new heights of success in sales. Prepare to reimagine the way you sell and serve customers, and seize the opportunities presented by this transformative approach.

Partnering for Success: The TRUST Formula in Salesforce Alliances

In the dynamic world of Salesforce alliances, fostering thriving partnerships between vendor and partners is essential for driving customer success.

With a play on our number one value here at Salesforce I have created the TRUST formula — a blueprint for effective partnering — rooted in Salesforce’s core value of trust. Drawing inspiration from industry professionals and key partners, I’ve uncovered some valuable insights and advice that will empower you to create impactful alliances in the Salesforce ecosystem.

T — Transparent Collaboration: Building Strong Foundations

“Transparency and open communication are the bedrock of successful alliances. By fostering trust and ensuring alignment, we can create a strong foundation for collaboration and drive customer success.” — Sarah Franklin, EVP & GM, Platform, Trailhead, and AppExchange, Salesforce [¹^]

Transparent collaboration is key to establishing trust. Use secure communication channels to protect sensitive data and foster open dialogue. Regularly communicate and update partners on important information, ensuring everyone is on the same page. Celebrate successes together to reinforce morale and deepen the partnership.

R — Responsive to Customer Needs: Tailoring Solutions for Success

“Adapting to customer needs is critical in forging strong alliances. By actively listening and tailoring our solutions to address their unique challenges, we can drive exceptional customer success and build lasting partnerships.” — Tyler Prince, EVP, Worldwide Alliances & Channels, Salesforce [²^]

Being responsive to customer needs is essential. Utilise customer feedback to iterate and improve their experience. Develop a deep understanding of their journey, going the extra mile to address their challenges. Proactively identify and resolve issues, building strong relationships based on mutual success.

U — Unite in Regular Communication: Amplifying Collaboration

“Regular communication is vital for the success of any partnership. By fostering open dialogue and sharing insights, we can align our efforts, solve challenges, and drive joint success.” — Cindy Bolt, SVP, Global Alliances & Channels, Salesforce [³^]

Effective communication forms the bridge for successful partnerships. Set clear expectations and goals from the outset. Establish a robust communication plan using various channels to stay connected. Embrace transparency, honesty, and compromise to nurture trust and celebrate achievements together.

S — Shared Celebrations: Fostering Camaraderie and Innovation

“Shared celebrations reinforce the power of partnerships. By recognising and celebrating milestones and successes together, we foster a sense of camaraderie and inspire continued collaboration and innovation.” — Neeracha Taychakhoonavudh, SVP, Partner Programs & Marketing, Salesforce [⁴^]

Celebrate every milestone, big or small, to demonstrate appreciation and reinforce the partnership’s value. Personalise celebrations to make them meaningful and enjoyable. Reflect on accomplishments and set goals for the future. Through shared celebrations, foster a sense of camaraderie that fuels ongoing collaboration and innovation.

T — Thrive on Salesforce’s Core Value of Trust: Building Long-Term Success

“Trust is the foundation of our ecosystem. By delivering secure, reliable, and innovative solutions, we build trust with our partners and customers, enabling long-term success and growth.” — Gavin Patterson, President & CEO, Salesforce [⁵^]

Delivering secure, reliable, and innovative solutions builds trust. Be accountable and reliable in your dealings, transparent in sharing information, and respectful in your interactions. By embodying Salesforce’s core value of trust, you lay the groundwork for enduring partnerships that drive customer success and mutual growth.

Conclusion:

By embracing the TRUST formula and implementing the best practices highlighted in this blog post, you can maximise your chances of success in the Salesforce ecosystem. Remember, trust is the bedrock of any prosperous partnership. Cultivate transparency, responsiveness, unity through communication, shared celebrations, and a commitment to Salesforce’s core value

References

[1]: Source: https://www.salesforce.com/blog/sarah-franklin-platform-and-trailhead-2022/

[2]: Source: https://www.salesforce.com/blog/tyler-prince-worldwide-alliances-channels/

[3]: Source: https://www.salesforce.com/blog/cindy-bolt-alliances-channels/

[4]: Source: https://www.salesforce.com/blog/neeracha-taychakhoonavudh-partner-programs-marketing/ [5]: Source: https://www.salesforce.com/blog/g

[5]: Source: https://www.salesforce.com/blog/gavin-patterson-president-ceo-salesforce/

[6]: Source: Salesforce Economic Impact Report — https://www.salesforce.com/content/dam/web/en_us/www/documents/white-papers/the-salesforce-economic-impact.pdf

[7]: Source: Salesforce State of the Partner Ecosystem Report — https://www.salesforce.com/content/dam/web/en_us/www/documents/datasheets/state-of-the-partner-ecosystem-report-2022.pdf

[8]: Source: Nucleus Research Study — https://www.salesforce.com/content/dam/web/en_us/www/documents/analyst-reports/nucleus-research-salesforce-roi.pdf

Escape the Meeting Trap: 3 Tips to Revolutionise Your Workday

Why was the meeting about nothing so long? Because it was a ‘full staff’ meeting.

Meetings are the bane of modern office life. They take up precious time, interrupt our workflow, and often leave us feeling drained and unproductive. In fact, a recent article from Salesforce revealed that “nearly half (46%) of knowledge workers say they waste significant time in meetings — a sentiment that anyone who’s accepted to an agenda-less calendar appointment can identify with.”

Of course, some companies are taking steps to change the meeting culture. Amazon, for example, has a strict “ two pizza rule” for meetings, meaning that if the team can’t be fed with two pizzas, the meeting is too big. And who can argue with the logic of pizza?

But Amazon isn’t the only company trying to streamline meetings. Australian software firm Atlassian has a “no meeting Wednesdays” policy to help employees focus on deep work. And productivity guru Tim Ferriss suggests asking yourself,

“Would I spend $10,000 of my own money to have this meeting?” before agreeing to attend.

If you’re a fan of agile software development, you may already be familiar with stand-ups (if not, check out my recent post on the benefits). These short, daily meetings are designed to keep everyone on the same page and identify any roadblocks that need to be addressed. They take no more than 15 minutes and are a great way to improve transparency, accountability, and coordination between team members.

Of course, changing the meeting culture isn’t always easy. As comedian John Cleese once said,

“If you want creative workers, give them enough time to play.”

And that’s where tools like Slack come in. Asynchronous collaboration can be just as effective as traditional meetings, without the time-wasting and interrupting flow. And with the rise of remote work, it’s become more important than ever to find ways to collaborate effectively without constantly interrupting each other’s work.

And it’s not just tech companies that can benefit from asynchronous collaboration. From healthcare to education, companies and industries across Australia are adopting this new way of working. By reducing the number of unnecessary meetings, employees have more time to focus on actual work, leading to increased productivity and job satisfaction.

So next time you’re about to schedule a meeting, ask yourself: is this really necessary? Could we accomplish the same thing with a quick Slack message or email? And if you do need to have a meeting, make sure it’s focused and efficient. Set clear goals and an agenda ahead of time, and stick to them.

Remember, time is our most precious resource, and wasting it in endless meetings is a surefire way to feel burnt out and unproductive. So let’s take a cue from Amazon and other innovative companies and start rethinking how we work together. Who knows, maybe one day we’ll get that full day of our workweek back.

Sometimes we still do need to meet…

Here are three top tips to use when deciding if a meeting is necessary:

Define clear objectives: Before scheduling a meeting, clearly define the objectives and outcomes you hope to achieve. What is the purpose of the meeting? What decisions need to be made? By setting clear objectives, you can determine if a meeting is truly necessary and make the most of the time spent.
Consider alternative methods of communication: As mentioned earlier, not all discussions require a meeting. If the topic can be effectively addressed through email, instant messaging, or another communication tool, consider using that method instead. By doing so, you’ll save time for everyone involved and avoid interrupting workflow.
Keep it short and focused: If you do decide to hold a meeting, make sure it is focused and efficient. Set a clear agenda and stick to it. Avoid inviting unnecessary participants and keep the discussion on track. By doing so, you’ll make the most of everyone’s time and ensure that the meeting is productive.

These tips are important because they can help you avoid wasting time and energy on unnecessary meetings, which can lead to increased productivity, improved mental well-being, and more positive work culture. By taking a critical look at the need for meetings and implementing these tips, you can create a more efficient and effective workplace.

In the words of Amazon CEO Jeff Bezos,

“The best meetings are where everyone is there because they need to be, and no one stays longer than they have to.”

Taking a career break — 7 tips to maximise the experience

In 2015 I took 8 months off work to travel through Latin America and learn Spanish. The following year I returned to the workplace feeling rejuvenated, recharged and ready for a new challenge. What’s more, the time off gave me time to assess the direction I wanted to take my career and what work I enjoy.

Time off to travel was traditionally just the preserve of students, either pre or post university. Having not taken this opportunity myself, I was always envious of my friends’ amazing stories of an unforgettable summer working and back packing across Australia, Asia or South America. Admittedly, we saw a lot of travellers who fitted this remit, but there were also a large number of people like us, and much older than us, who wanted to experience something new, and do it before they were too old to do so.

Up to 90,000 people every year take some sort of career break (about 60% women). Typically, it’s people who are in their late twenties or early thirties, although an increasing number are in their forties and fifties (independent.co.uk).

So here are 7 tips for those looking to take a career break. They are designed to not only help you have the time of your life, but also to ensure you don’t damage your career prospects along the way.

1. Work out your budget.

When doing this, make sure you add plenty of wiggle room. We added on an amazing, totally unforgettable 6 day hike in Torres del Paine in Patagonia, which I’ll be telling my great grandchildren about. When you’re on the road you will hear about amazing things to do you’ve not heard of before, so make sure you have flexibility in your schedule and your budget. We booked our accommodation and school ahead of time, but needed to change this throughout as we learnt of activities we wanted to add in and we sort a more even balance between study and travel. The school were flexible but didn’t offer a refund and charged us for each change, meaning we were left with credit at the end. I’d therefore recommend not committing yourself to anything more than a month a time. Even if just staying near home to spend time with family or to get more involved in your hobbies, you’ll notice that life when you’re not commuting and have more time can be considerably less expensive, so your day-to-day costs will be much lower. This is particularly true in some countries, but do your research. We expected Argentina to be cheap but this is only the case if you can trade US dollar notes on the ‘blue market’. Prior to travel, do your research, and be prepared to cut back on the little things to focus on the experiences. Will I be telling my friends about that new iPhone in 2 years? Probably not. But I’ll definitely still be talking about where I’ve been and what I’ve seen.

2. Get your ducks in a row as to your finances before you go.

Make sure you have travel insurance paid up for the trip. If you’re renting your house out, make sure you have money set aside for ‘problems’. My boiler packed in the first month I no longer had a pay-cheque. Have a look at your government and personal pensions and make sure the time out isn’t going to effect your contributions. Can you pay more in advance, or what will you need to pay extra to catch up? Put some extra money aside for after you finish travelling to see you through until you start work again. If you want a bit more security then you can…

3. Ask your company for a sabbatical.

I didn’t do this as we were planning on changing country, but was surprised how many people we met who had. Some were still even being paid during their time off, whilst others had their jobs held open for them on their return. Many companies these days are supportive of employees taking time out, especially if there is flexibility as to timing to avoid a busy project or deadline.

4. Use the time usefully.

One of our biggest concerns was how the time off would be perceived by potential employers. We also didn’t want to feel we were just drifting in life, and wanted to give real purpose to what we are doing. I’ve always wanted to learn a second language and thus we chose to base our travels around Spanish schools in South America. There are many options, and students range from the old to the young. You can live independently or also have the opportunity to live with families and really get to know the people and the culture the way someone just travelling through never could. There are lots of options to volunteer or do a ‘work away’ program, where you swap work for food and board. You can volunteer in so many ways.

When looking for work, treat your career break as if it were a job on your CV and LinkedIn profile, with a clear title, dates and bullet points on what you achieved. For example, “Unpaid sabbatical to travel across South Africa and Mozambique — Sept 2013 to Sept 2014” with a description of how you project planned the trip, taught English and IT, and volunteered in the local community. Your CV will now have something unique which will help you stand out from the crowd. It’s also a great icebreaker during any interview.

5. Start looking for work before you get back.

If you’re like me and haven’t gone down the sabbatical route, then you don’t necessarily have to wait until you land back in your home country to start looking for work. The majority of job searching is done online these days, through the likes of Indeed.com, LinkedIn etc. Make sure you’ve uploaded your CV and got your profile correct. You can even carry out initial interviews through Skype, especially if you aren’t planning on working in your home country after the trip. Admittedly some employers will want to see you face-to-face, but probably not until after they’ve done at least one screening interview. I’d say that you can start looking up to 2 months before the end of your trip, but you can definitely network the entire time. It’s amazing how much decent wifi there is in the world and how easy it is to grab timeout at the end of a busy day doing something amazing, to get your head back into the business world.

6. Use the break to have a bit of soul searching.

Sometimes we get trapped in a job, for a whole load of reasons. Maybe the money is really good, or you’re scared of being out of work. You’ve fallen into a career and it’s kind of taken you along a path. Taking this time out can really help you increase the soft business skills, take time to work out what you really want to do, and look for a career that will make you happier. Sometimes you need to take a step backwards and have a look at the whole picture. We had originally planned to move back to the UK, but after spending time in Australia we strongly felt that it was a better match for us. We love being outdoors, in the sea or at the beach, being active and love the sunshine. We enjoy a healthy lifestyle and an environment where people are always exercising, where it’s safe to run or cycle. As such we will now be moving to Sydney in the next month to start work.

7. Make a record of your time.

Whether it’s a personal diary, a blog or just heaps of photos, make sure you capture this time. It’ll go quickly and if you’re like me you’re going to see and experience so much. It’s great to be able to share that with family and friends back home who will be very interested in where you are and what you are up to. Be prepared to be told ‘you’re an inspiration’, and as such live up to the responsibility. Many people wish they had the courage to do what you are doing, so show them what a great time you are having.

We had such an amazing time, saw so many places and experienced a whole different culture and lifestyle. We added a whole host of new skills and talents which will definitely enhance our careers. We completely changed the geographic direction we had planned our lives to go, based on what we know we like and what we want for our future. It also taught us that we need a lot less to be happy in life. The act of packing up your life and cleaning up before you travel is very therapeutic. It’s amazing how much clutter we gather through the years and a career break offers the chance of a fresh start. I’ve discovered I really only need a good bed, decent wifi, a safe & comfortable spot to relax, good company, great wine and strong coffee.

If anyone ever asked me whether they should take a break out, then my answer is a most definite ‘yes!’

5 things we can learn from Muhammed Ali to make us better in business and life.

Yesterday the world lost one of its greats. Probably the most talented boxer to ever live, certainly the most famous. He wasn’t nicknamed ‘The Greatest’ for nothing. An icon, a person who truly changed the way people looked at boxing; racism; war; religion. He spoke his mind and wasn’t afraid to take a chance.

A man who transcended the political landscape of the 60s and 70s, standing up for his rights and being oppressed because of his beliefs. More than that, in his later life as he struggled with Parkinson’s, he highlighted the dangers of this brutal sport. This would be a bout he couldn’t win, but he maintained his dignity and his status only grew during his 30 year struggle. Ali truly had a transformative role in society.

We can learn a lot from the man, but I’ve distilled this into 5 key points.

1. Preparation is key

“I hated every minute of training, but I said, ‘Don’t quit. Suffer now and live the rest of your life as a champion.”

Ali was a great natural talent but his success was built on the back of a hell of a lot of hard work. He started training at 12 in order to get revenge on a kid who’d stolen his bike, and 6 years later he was a Olympic gold medalist, light heavyweight champion.

He was quick, fast, agile, strong, powerful, and could take hit after hit and keep boxing. He was the best because he trained like the best. He trained 6 days a week. He’d start his day at 5:30am doing a 6 mile run in Army boots, in under 40 minutes. After stretching and a quick work out, he’d eat breakfast and then he’d train for another 3 hours. For dinner, Ali “always ate good: chicken, steaks, green beans, potatoes, vegetables, fruit, juice and water.”

“Before anything else, preparation is the key to success” (Alexander Graham Bell). Ali knew this, and that’s why he’d put the hard work in. If he’d not trained like he did, there is no way he’d have been a 3-time heavy-weight champion!

If the perfect opportunity was presented today, would you be ready? It’s better to always be ready and no opportunity arise than have one and not be ready. I see people in business who become complacent and start going through the motions. They stop preparing adequately for client meetings, to be different, offer something unique, stand out, to be insightful. They then wonder why their results aren’t what they were.

2. Take any setbacks on the chin

“Champions aren’t made in gyms. Champions are made from something they have deep inside them-a desire, a dream, a vision. They have to have the skill, and the will. But the will must be stronger than the skill.”

On October 30, 1974, Ali thought the then undefeated heavyweight champion George Foreman in Kinshasa, Zaire (now Democratic Republic of the Congo). Ali had been champion in 1967 but had been stripped of his title for refusing to serve in Vietnam on religious grounds. He’d been banned for 3 1/2 years which arguably would have been his prime.

He’d lost to Joe Frazier on points on his comeback for a world title, and had not been given another shot since. In 1974 Ali was 32 and Foreman 25. Foreman was undefeated over 40 fights, and had 37 knockouts. The fight is legendary and Ali used the now famous Rope-a-dope technique of leaning on the ropes and basically letting Foreman punch-out on body and arm shots. With Foreman tiring Ali through a 5 punch combination in the 8th that left Big George flat on the canvas and Ali back at the pinnacle of heavyweight boxing.

Ali had taken all the blows thrown by the governing bodies of boxing, the government and Big George, and he’d come out fighting! When we have setbacks, we can either let them knock us down, or like Ali when he received a big punch to the jaw, we can whisper to our opponent “is that all you’ve got, George?”

In life you will have many ups and downs, and the same for all companies and business. It’s how you learn and react to what’s happened before that will set you for the future. Be prepared to adapt, to change, to try something new to overcome your challenges. But if you get put on the canvas (like Ali was versus Henry Cooper), get up and get back in the fight.

3. Be courageous

“He who is not courageous enough to take risks will accomplish nothing in life.”

Ali stood up for what he believed and it cost him over 3 years at his physical peak. He could have gone against his sentiments but that would have meant compromising himself. Muhammed Ali was certainly not the type to give anything but 100%.

Courage is just as vital in business. Aristotle called courage the first virtue, and all good business leaders have deep courage. Courage to take bold, unpopular decisions. To break new ground, to make changes. In sales, courage is vital to be rejected and keep coming back for more. To be told no thank-you and then go to the next customer.

“People who become good leaders have a greater than average willingness to make bold moves, but they strengthen their chances of success-and avoid career suicide-through careful deliberation and preparation. Business courage is not so much a visionary leader’s inborn characteristic as a skill acquired through decision-making processes that improve with practice” ( HBR).

Courage can be learnt. The man who is afraid of heights can overcome this. It’s ok to be afraid, but courage is about not letting that fear stop you from doing what you need to do, or what you know is right.

4. Have Faith

“If my mind can conceive it, and my heart can believe it — then I can achieve it.”

Ali had both a strong Islamic faith, and also a faith in his own ability. He could never be described as a man lacking confidence. He was proud of his religion, of his beliefs, of his colour, of his background. Even when society was against him, he felt his conviction to his own beliefs would eventually be vindicated.

In business, we must believe in ourselves and what we are doing. Faith in one’s self, in your own convictions, in your knowledge and training brings about confidence and ability, and ensues that faith in others. If you don’t trust in yourself then it’s hard for others to have confidence in you.

5. Carpe Diem — Seize the day!

“Live everyday as if it were your last because someday you’re going to be right.”

Watch any footage of Ali in his prime and you’ll see a man who was enjoying what he was doing. Watch him banter in interviews, this was a man who loved what he did and was damn well going to enjoy his time doing it.

I’ve written before about your career being short, but it’s going to feel mighty long if you’re not doing something you enjoy. If you don’t like your job, you need to change it. Whether you want to make a difference, be happy, be successful, whatever, take the opportunities when you see them. Life isn’t about ‘what ifs’, it’s about ‘what you did’.

Muhammed Ali will be remembered as one of the great ones. But in your own way, in your own field, in your own circles, you can be too.