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Customer Success, Remote Sales & CS

Revenue guidance in 2020

Jacco van der Kooij

Written by Jacco van der Kooij

Founder, Winning by Design


A message from Dominique Levin and Jacco van der Kooij:

Honestly, we struggle to find the words to convey our feelings. Today the concerns for the well being of loved ones are vivid and real. We are not doctors or care providers. We are revenue experts, so we offer our help with what we know: that you are likely faced with an unrelenting growth target in a radically changing business environment.

Many of us went through the dotcom and the housing market bubbles, and today we are compelled to call upon this experience; we also draw upon the experience of our colleagues in China, who are 30 to 60 days earlier in the unfolding of this new environment.

Here, we offer guidance on how to maintain revenue generation and stability for your company.

  1. Embrace your customers. Customer retention and expansion is now more important than ever. Conduct deeper discovery with them now that their landscape is changing, and show them that you are in this together with them as a true partner.
  2. Excel at remote meetings. There are fewer opportunities to interact with a client, so you need to make them count. Listen to some recorded customer calls from your team. You will notice the most common mistakes: lack of setting a goal for the meeting, losing track of time, and therefore not achieving the desired outcome. Optimizing these key moments in remote meetings can have a significant impact. See the next page for videos on best practices for remote meetings.
  3. Generate leads from your executives’ networks. It’s not just the responsibility of the sales team to generate leads. You and your executive team should reach out to their professional networks, share your best practices on LinkedIn, and start relevant conversations. Those personal networks, especially during periods of uncertainty such as this, are powerful.
  4. Get innovative with online events. Reframe events not as webinars, but as online “fireside chats”, “ask me anything”, or online “workshops”. Encourage participants to turn on their video, and drive engaging discussion rather than one-way presentations. Where applicable, keep it small and intimate as an invite-only event.
  5. Use technology as a force multiplier. Your first reaction may be to cut costs. Don’t — at least not yet! Identify where you are not fully utilizing the tools you’ve already invested in; ask those vendors to offer best practices on how to maximize the benefit from their product.
  6. Enable your front line managers. Engaging and empowering your front line managers will be crucial to get through this period. Ensure that they not only are managing their teams, but that they truly understand and embrace the strategy and direction. This will help them to actively coach their team members through change. Be sure to actively solicit their input so that you can learn from what is happening in specific customer conversations and amongst your team. 
  7. Trust in marginal gains. This will not turn around overnight. Trust that small improvements across your business will ultimately result in a significant impact. Asking your teams to improve 10% at a few key moments is much more attainable than asking them to double their close rate.

Let’s focus on what each of us can change, have the mental fortitude to accept what we can’t, and as a team of colleagues and partners, coach each other through these uncertain times.


Episode 1. How to setup a remote work environment.

Hundreds of companies from startups to Fortune 500 embrace the use of remote meetings. In this playlist, you will find best practices to help you set up your home/remote office as a way to do business. You will see how smooth it can be to embrace this new style of working, and as we often hear from our customers, you just might never go back.

Episode 2. How to setup your camera.  The key in effective video is to see facial expressions. So it’s important to set up the camera so that we can see your face. This video will help you look like the movie star that you are 🙂
Episode 3. How to setup your lighting. A little known secret in the broadcast industry is that lighting is the most complicated thing to get right. In this video, we help you set up your lighting correctly using some easy tricks.
Episode 4. When and how to use a virtual background. Let’s make sure that our home office environment looks professional when we do video conference calls from home. This video shows you how to use a professional background through your video conferencing tool. Note that not every computer/monitor is able to support this, so check out this video to find out why.
Episode 5.  Dress code for online meetings. When you are meeting someone remotely or online, you want to look okay, right? Turns out, a regular t-shirt might look fine in person, but it looks much sloppier on camera. That’s why we recommend you “dress up.” If this leaves you wondering, best to watch this video and get some ideas.
Episode 6. Setting expectations with participants. No one likes to be surprised in a business setting – so how do you set the right expectations, so that you can have a productive video meeting? This video will help you understand video etiquette, how to ask your attendees to turn on their video, and how to use best practices as the host of the meeting.

Episode 7. Three most common mistakes to avoid.  You’re looking good, your light is great, it’s time to go live. Here are 3 of the most common mistakes that you can avoid.

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