[4:10] Geoffrey Moore on his book, Crossing the Chasm, on how would a startup take a disruptive innovation to scale.
[5:41] Geoff on the most destructive thing you can do to a company.
[7:04] How a sales leader can transform their team to be more customer-outcome focused and make the numbers.
[10:50] The way you can build trust with your customer.
[11:40] How to differentiate yourself in the sales discovery process.
[12:31] Geoff’s perspective on which companies are doing a sales transformation well.
[14:36] How sales transformations happen gradually and suddenly.
[15:41] The digital transformation occurring in sales today and how to approach sales in 2019 to add value to your customers.
[17:54] Most CRM systems have one pipeline model–it needs two.
[18:58] The customer success function is still maturing.
[20:53] Customer success metrics that truly serve customers outcomes.
[21:50] How can I create programmatic ways to interrogate the health of a customer? It begins with having an authentic conversation about the desired outcomes with customers.
[22:40] The three tiers of customer outcomes.
[24:06] Advice to sales leaders in the throes of a sales transformation to outcome-based selling. Geoff’s jihad on finding a way to implement a second pipeline into your CRM system.