top of page

Using a Data-Driven and Customer-Centric Sales Enablement Approach


data-driven sales

In our previous articles, we explored how to create a sales enablement strategy that aligns with your business goals and customer needs, how to overcome common challenges to implementing sales enablement, and how to build a sales enablement culture in your organisation. 


In this article, we will dive deeper into one of the key principles that underpins a successful sales enablement approach using data and customer insights to guide your decisions and actions.


A data-driven and customer-centric sales enablement approach means leveraging data and analytics to understand your customers' needs, preferences and behaviours, and using those insights to develop targeted, relevant and value-adding sales enablement solutions. 


It involves going beyond gut feelings or assumptions, and relying on objective evidence to optimise your sales performance and customer experience. 


Here are some best practices to adopt a data-driven and customer-centric sales enablement approach:


1. Collect and integrate data from multiple sources


To gain a holistic and accurate view of your customers and sales performance, you need to collect and integrate data from various sources, such as:


  • CRM systems that capture customer interactions, sales activities and pipeline data

  • Marketing automation platforms that track customer engagement and campaign performance  

  • Web and mobile analytics that measure online traffic, behaviour and conversions

  • Sales enablement platforms like [SalesPro](https://www.salespro.tech/) that provide content usage, seller readiness and training data

  • Customer feedback and survey tools that gather voice of customer insights


Use data integration and management tools to consolidate and clean your data, and create a single source of truth that is accessible and actionable for your sales enablement team.


2. Analyse and derive insights from your data  


Once you have collected and integrated your data, the next step is to analyse it and derive meaningful insights that can inform your sales enablement strategy and tactics. Use data visualisation and business intelligence tools to explore your data and identify patterns, trends and correlations. Some key analyses to conduct include:


  • Customer segmentation and persona development based on demographic, firmographic and behavioural attributes

  • Customer journey mapping to understand the touchpoints, channels and content that influence the buying process

  • Sales process optimisation to identify the activities, skills and assets that drive deal velocity and win rates

  • Content performance analysis to measure the engagement, utilisation and impact of your sales content

  • Training effectiveness evaluation to assess the knowledge, behaviour and results of your sales training programs


3. Develop data-driven sales enablement solutions


Use your data insights to develop targeted, relevant and effective sales enablement solutions that address your customers' needs and your sellers' gaps. For example:


  • Create personalised content and messaging for each customer segment and buying stage, based on their interests and intent data 

  • Optimise your sales process and playbooks based on the proven actions and techniques that correlate with sales success

  • Recommend the right content assets for each sales situation, using machine learning algorithms that match content to deal characteristics

  • Prescribe adaptive learning paths for your sellers, based on their individual competency assessments and skill development areas

  • A/B test your sales enablement ideas and measure their impact, using controlled experiments and statistical analysis


Tools like SalesPro can help you streamline and automate many of these data-driven sales enablement use cases, by providing intelligent content recommendations, guided selling, adaptive learning, and experimentation capabilities.


4. Align your metrics and incentives with customer outcomes 


To reinforce a customer-centric sales enablement approach, align your metrics and incentives with the outcomes that matter most to your customers, such as:


  • Customer lifetime value, retention and advocacy rates, in addition to new logo acquisition

  • Time-to-value, adoption and usage rates of your products and services 

  • Customer satisfaction, NPS and reference-ability scores

  • Seller competency, behaviour and coaching completion rates, not just activity and revenue quotas


Regularly review and adjust your metrics and incentives based on your data insights and customer feedback, to ensure they drive the right behaviours and results.


5. Foster a culture of continuous improvement and experimentation


Finally, cultivate a data-driven and customer-centric mindset and culture across your sales organisation, by encouraging continuous improvement and experimentation. 


Share your data insights and success stories widely, and celebrate the teams and individuals that exemplify a customer-first, evidence-based approach. Solicit feedback and ideas from your sellers and customers on how to enhance your sales enablement programs. 


Conduct regular retrospectives and iterations to optimise your sales enablement processes based on data. Encourage controlled experiments and pilots to test new sales enablement hypotheses and learn fast. Use A/B testing platforms to measure content and training effectiveness.


By embracing a test-and-learn approach guided by data and customer empathy, you can build an agile and adaptive sales enablement engine that continuously improves your sales and CX outcomes.


Adopting a data-driven and customer-centric sales enablement approach is not a one-time event, but an ongoing journey and discipline. It requires the right tools, skills, processes and mindset across your organisation. Sales enablement platforms like SalesPro can help you accelerate your data and customer-driven enablement capabilities, by providing embedded analytics, guided selling, intelligent recommendations and experimentation features.


However, technology is only an enabler - the real key is to foster a culture that puts the customer at the heart of everything you do, and uses data to light the way. By following these best practices and leading by example, you can harness the power of data and customer empathy to supercharge your sales performance and differentiate your CX. Your customers will thank you for it.

2 views0 comments

Comments


bottom of page