Ep 20 | The Devil is in the Discovery

In this episode, Angus and Pete, focus on the discovery process in sales. They discuss the importance of understanding customer pain points, engaging multiple stakeholders, and the role of technology and AI in enhancing customer experience. The conversation emphasizes the need for thoughtful questioning and effective stakeholder management to ensure successful outcomes in sales processes.

Takeaways

• Discovery is not just one step; it's everywhere in the sales process.
• Ask thoughtful questions that encourage the buyer to think differently.
• Engage with multiple stakeholders to gather diverse insights.
• Understand the customer's current state and pain points thoroughly.
• Define future goals to align solutions with customer needs.
• Pay attention to current attitudes to AI and cultural factors.
• Start discovery with a focus on reporting and analytics.
• Stakeholder management is key to successful discovery.
• Pre- and post-sales discovery findings should be tied in to each other.

Keywords

customer engagement, discovery process, sales strategy, customer experience, stakeholder management, AI in CX, contact center metrics, reporting, customer pain points, technology in sales