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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    1. Patrick McKenzie‏ @patio11 18 Oct 2018
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      Stealing a line from @asmartbear which has paid for at least a year or two of my kids' education: "If you go with BigCo, you can call them at 3 AM. Someone will listen to you politely, explain they have no solution, and open a ticket. If you call at 3 PM, same answer."

      3 replies 16 retweets 81 likes
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    2. Patrick McKenzie‏ @patio11 18 Oct 2018
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      "You can't get a useless answer from me at 3 AM in the morning. But when I'm up, your business *really is* important to me. I am the engineering team. I will push fixes so fast you will be amazed. I *will* get this right because it *actually matters* to my business that I do."

      1 reply 10 retweets 91 likes
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    3. Patrick McKenzie‏ @patio11 18 Oct 2018
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      Founders have to sell. Many, many technical founders of my acquaintance want to offload this to someone ASAP. I've never seen this work: you need to have a deep understanding of your market and customers to arm that first non-founder salesperson. It is gained by doing.

      2 replies 8 retweets 61 likes
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    4. Patrick McKenzie‏ @patio11 18 Oct 2018
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      (And even if you don't do sales day-to-day anymore, you still have to sell candidates, investors, and partners on the desirability of using your company. Though most B2B SaaS CEOs that I know still very much have an account in their CRM and talk to "opportunities" frequently.)

      2 replies 0 retweets 19 likes
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    5. Patrick McKenzie‏ @patio11 18 Oct 2018
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      The transition from founder-driven sales to founder-assisted sales generally starts with hiring a "maverick" sort of salesperson; someone who is comfortable extracting what you know about the market, iterating rapidly on scripts, and doing "things that don't scale" to win.

      2 replies 1 retweet 19 likes
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    6. Patrick McKenzie‏ @patio11 18 Oct 2018
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      This may often be a necessary step, but it generally doesn't last for growing companies, partly because there is a crushing market undersupply of very effective mavericks. These folks are capable of writing their own ticket and then, by construction, getting folks to buy it.

      1 reply 0 retweets 20 likes
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    7. Patrick McKenzie‏ @patio11 18 Oct 2018
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      So eventually one tends to hire a VP of Sales who has done this before. They'll immediately start hiring reps under them, and start systematizing what you've learned about sales into scripts and playbooks.

      1 reply 0 retweets 13 likes
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    8. Patrick McKenzie‏ @patio11 18 Oct 2018
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      You'll see this maturity model start to creep into all parts of the funnel, too, which will probably actually be written down for the first time somewhere around this stage. Sophisticated, mature processes for marketing to pass leads over to sales for qualification.

      1 reply 0 retweets 12 likes
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    9. Patrick McKenzie‏ @patio11 18 Oct 2018
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      Sophisticated, maturing processes for sales to actually physically close deals. ("What, you mean we don't just edit a few things in Word and then ask them to print, sign, scan, and send back?") Defined, scheduled startup calls, onboarding, and handover to AMs / CS aftewards.

      1 reply 0 retweets 15 likes
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    10. Patrick McKenzie‏ @patio11 18 Oct 2018
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      (Sales, like many professions, benefits from specialization of labor. One that happens early is splitting the team into "account executives" (AEs) focused on getting new accounts and "account managers" (AMs), focused on keeping existing customers happy and expansion revenue.

      3 replies 3 retweets 22 likes
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      Patrick McKenzie‏ @patio11 18 Oct 2018
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      (Some companies even split their AM teams into dedicated subteams for doing true expansion, for cross-selling products, for winning renewals, and for the generic "I want the direct contact information for someone at your company because our business must be important enough" job)

      4:18 PM - 18 Oct 2018
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      • Fernando Padilla серафими многоꙮчитїи Travis Northcutt HUMAN CAPITAL STOCKTAKE SALE Roger Helkey seasonably cool jtzl Sam Snowball Capital
      1 reply 1 retweet 10 likes
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        2. Patrick McKenzie‏ @patio11 18 Oct 2018
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          If you're at all interested in these topics, the people to read a heck out of are Steli and @jasonlk (who writes https://www.saastr.com/blog/  ). Steli is so effective at sales he has closed deals he wasn't even a party to. My favorite anecdote about this:

          1 reply 0 retweets 30 likes
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        3. Patrick McKenzie‏ @patio11 18 Oct 2018
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          At a previous company I had invited myself out to lunch with a software CEO, with intent to get them to sign up, but was not really sure where we were at end of lunch. "Hey apropos of nothing: do you know Steli?" "Oh yeah he's great." "He is. Steli wouldn't let me leave lunch...

          1 reply 0 retweets 11 likes
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        4. Patrick McKenzie‏ @patio11 18 Oct 2018
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          ... until you explicitly tell me you're going to use our product." "He wouldn't, would he." "He wouldn't." "OK then; we will." "Great! Email me and we'll figure out logistics."

          1 reply 0 retweets 20 likes
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        5. Patrick McKenzie‏ @patio11 18 Oct 2018
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          That is called "asking for the sale" and, while that is a very unconventional way to ask for the sale, a *ridiculous* portion of all energy expended in the art of sales is to get conversations to the point where someone has to actually say yes or no.

          1 reply 5 retweets 45 likes
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        6. Patrick McKenzie‏ @patio11 18 Oct 2018
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          Relatedly: in the highly likely event that you get an answer which is not a yes or no, effective salespeople follow up until the sun goes nova waiting for either a yes or no.

          6 replies 4 retweets 38 likes
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        7. End of conversation

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