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Untangling remote communication pains

It’s been almost two years since Covid forced many of us to shift to remote work. I won’t deny it: I liked it, at first. Flexible working hours, no commute, waking up late–what’s not to like? Then along came the challenges. In retrospect, I should’ve seen it coming. It’s only natural that such a huge change would have consequences on our personal and professional lives. When it comes to workplace communication, and after discussing the topic with friends and colleagues, I’ve noticed the following challenges apply to many of us:

  • Misunderstandings
  • Lacking collaboration
  • Creative drought
  • Communication silos
  • Lack of feedback

The good news is I believe that, as all of the challenges stem from the same root: virtual over face-to-face communication, they can mostly be addressed and resolved, at least to a high degree. It’s important to remember that even if and when Covid itself is over, our professional communication will only become more virtual, whether because of distributed teams or the new working standard of working from home (which, like it or not, is probably here to stay).

Here are three tactics I find particularly helpful to tangle remote communication:

  1. Weekly team meetings 🗓️
    A weekly team meeting is a great starting point. You can use the time to discuss projects you’re working on, initiatives you need help with or anything else you have in mind. The key here is to hold these meetings regularly, same day and time, to allow everyone to attend them. You’ll be surprised by... (More)
Marta El BayCommunity Writer
Ecosystem Partnerships Manager @CloudTalk.io

Take a moment to be grateful, your year was not only about work!

2022 is coming so fast! When I thought about my last post of 2021, I decided not to make it about my job. We spend so much time thinking in terms of productivity, deadlines, growth strategy,... that we just forget very often to stop and be grateful for all the other things that make our days worth being lived. 

I do not like New Year's resolutions, I prefer to set my intentions day by day, respecting my rhythm and embracing every little change that might occur, and change my plans.

I would rather end the year with gratitude for what I have been living up until now. I am grateful to my family and friends, who have been close to me and supported me throughout these years. I am grateful for having a job that I like, in a company that allows me to travel and see my loved ones more. I am grateful for all those little things that made every day special: a good book by the sea, a good art exhibition, an amazing camping experience with friends, a night walk listening to music and looking at the landscape,...
 

And you? What are you grateful for? 😊

 

Happy New Year! 🎉

A bit of what kept me motivated!
A bit of what kept me motivated!

Some things I wish I’d have known before doing my first demos

When I started my first sales role at Klaus in 2018, I had never done a demo or a discovery call. I was thrown straight into the deep end, and over the past 3 years, have made a fair few mistakes.

Here are a few things I wish I had have known before I started:

You don’t need to show everything in the first call
My early demos (of a very simple product) would last around 45 minutes, and I soon started to notice that people were losing focus and doing other things whilst I was talking. My mistake was that I would go too deep into details and try to show every feature and setting rather than focusing on core features that would solve problems for the customer I was talking to.

You should be listening rather than talking
In my early demos, I would be the person talking the most during the call. It should be the other way around. You should be asking the questions and getting as much information from the prospect as possible. This will help you to diagnose the pain and prescribe a solution to it using your product.

A person’s time is valuable
First calls should be concise. Buyers will often have a lot of demos booked, and they don’t want to spend hours learning every little detail about each product.

There should be a flow
I try to present our product with a natural flow, showing the prospect how the tool works... (More)

From Technical Account Manager to Project Manager 🚀

I recently transitioned from being a technical account manager at Pipedrive to a project manager in another company. Here you will find my advice for professionals that are thinking of making the same move:

So, for starters, what do these job titles even mean? What’s “technical account management” and what’s a “customer success department”?First, full disclaimer, this is my personal definition, not the ”dictionary” one.

A technical account manager is the person who delves into the technical difficulties that a client is facing. They need to investigate every single detail and be aware of the technical boundaries of the solution offered like no one else. In short, they know what works, what won’t work, and what can be bent into working. In even shorter terms: be the pro. Besides issue resolution, a technical account manager’s job involves running professional services and paid projects with clients to handle a variety of technical topics, be it an import, an integration, customization, or any other technical demand.

How does this role fit into customer success? The goal of any customer success manager is to ensure that the client makes the best use of the product your company offers. They need to see beyond the technical part and analyze how it fits their business or overall strategy. A customer success manager’s ultimate goal is to make your product essential for the clients and guarantee that they will buy or renew the subscription. Because this anti-churn strategy is fairly broad, the technical account... (More)