How Greenhouse, Dell, and Guru Actually use Guru to Improve Sales Enablement

In January, we were invited to present at a new sales ops online video series that launched with 30 video presentations from leading SaaS companies.

For the video series each presenter was asked...

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Knowledge Management, Customer Support

Why Knowledge Centered Support Matters and How it can Impact Your Key Support Metrics

How do you empower your support agents to find the knowledge they need to efficiently solve customer issues? How do you create a culture that puts knowledge sharing and collaboration at the forefront to benefit the entire team? These questions should be top of mind for support leaders, and are the key questions the Knowledge Centered Support (KCS) methodology addresses.

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Knowledge Management, Sales Enablement

The Role of Sales Enablement in Your Account Based Everything Strategy

Over the past few years, account based marketing (ABM) has become an increasingly popular strategy for B2B SaaS marketing and sales teams.

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Knowledge Management

The Missing Link in Your Support Stack: An Agent-Facing Knowledge Base

“What’s in your support stack?” If you ask a support leader this question there will be many obvious categories of products they might use: their ticketing solution, tools to build a customer-facing help center, shared inbox for social media support, messaging apps, and a variety of handy tools to help optimize an individual agent’s productivity and workflow. However, one crucial technology category is often overlooked: an internal, agent-facing knowledge base. This is where all of your key support team knowledge is stored: troubleshooting guides, product FAQ’s, how-to guides, and API details to name a few.

I know what you’re thinking: “My team already uses google docs, dropbox, and an internal wiki, isn’t that a sufficient agent-facing knowledge base?” While those tools give the illusion of an internal knowledge base, they aren’t quite the same thing. Simply put an agent-facing knowledge base must accomplish three things:

  1. Live everywhere your team works

  2. Be the single source of truth for your support team’s knowledge

  3. Augment your existing support stack

The end result of this should be an increase in individual agent productivity and improvements in your team’s key performance metrics such as improved first call resolution rate, faster response time, and improved NPS and CSAT scores to name a few.

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Knowledge Management

6 Customer Support Lessons We Learned at Elevate Summit

A few weeks ago, Guru traveled to Palm Springs, California, for Elevate Summit, a peer-to-peer customer support event put on by the folks at cosupport. Guru is quickly becoming a part of the support stack, running alongside ticketing systems as an internal, agent-facing knowledge base that allows reps to stay in their workflow. We surveyed over 50 support professionals - both in leadership positions and agents with the hopes of learning more about our support customers and their pain points.

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Knowledge Management, Sales Enablement

Bridging the Knowledge Gap in Your Account Based Marketing Strategy

Modern B2B marketing has centered around powerful marketing automation tools. And while these tools have been successful in generating large amounts of leads, they have flooded sales with leads outside of their pre-established Ideal Customer Profile (ICP).  In fact, according to TOPO, only
 10-20% of the leads generated by marketing are from accounts on the sales team’s target list.

As a result, a new, strategic approach to B2B marketing has emerged.  This approach is referred to as “account based marketing,” and it aims to coordinate sales and marketing efforts with highly personalized content and knowledge that’s delivered to the right accounts at the right stage of the buyer journey. While marketing is running multi-channel campaigns on targeted accounts, outbound sales is focused on these same accounts, and enabled by marketing teams to support their efforts in the most personalized way possible.

A few key pillars of an account based strategy include:

  • Personalized messaging and content
  • Marketing, sales, and support collaboration
  • Well defined ICP (Ideal Customer Profile) and Buyer Personas
  • A land and expand approach

In an account-based world, knowledge can be your differentiator. Knowledge about your product and services, your competitors, your thought leadership, etc. The knowledge has to span across various teams in your organization - from sales, to marketing, to support and customer success. So much so, that account based marketing is often referred to as “account based everything” (ABE).

Here’s why you need a good knowledge base in order to successfully execute a world-class ABE plan.  

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Knowledge Management, Startup Advice, Sales Enablement

Onboarding New Sales Reps, But Don’t Have Anyone Dedicated to Sales Enablement?

If you're getting ready to hire new sales reps, then your business is most likely growing at a fast rate. Things are good, revenue is increasing, you’re on top your game and nothing can stop you now! That is, until you make those hires, and realize you need to oversee the onboarding process as well and make sure everything goes accordingly. This not so uncommon mistake can be more detrimental to your business’ bottom line than you think.

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Knowledge Management, Sales Enablement

Countering FUD in Sales: A New-Aged Approach to Combat Your Buyer’s Inner Skeptic

Fear, uncertainty, and doubt. If your prospects aren’t already coming to you full of FUD about your product and process, your competitors will ensure they eventually do. For years, companies have been selling to the FUD factor, and using it to position themselves against you.  And while they may think that injecting FUD into their prospects is the best way to win a deal over you, I’m here to tell you there’s a better way to think about competitive positioning.

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Knowledge Management

Buying an Internal Wiki? Make Sure it Lives in Slack

Considering buying an internal wiki? You’re not alone. Founders are constantly searching (and often struggling) to find the most suitable wiki for their company’s internal documentation. And, honestly, I completely understand why most leaders think an internal wiki would benefit their organization. Afterall, wikis are supposed to be a fairly quick way to collaborate and share company information in a centralized location. Heck, they’ve even been around for years, so they’ve got to be reliable by now! It only makes sense that we should all be searching for the most badass wiki for our teams, right? Well, unfortunately, it’s not as black and white as it may seem.

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Knowledge Management, Sales Enablement

5 Key Metrics to Track Your Sales Enablement Success

There really isn’t one specific tactic, function, or task that makes up sales enablement.

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