Transcript
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Yeah,
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a jeet a jeep buhman, I'm so glad that
you get to join us on the show. Thanks
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for having me so pumped. Yeah man, we
were talking, I think it was, it was
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just before break, but you're blowing
my mind even in setting up for this
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call so I cannot wait to get into
everything that we're gonna get into
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today just to kick off. What is a
commonly held belief about marketing
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that you passionately disagree with?
Yeah. About about pricing, right? Like
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the question or marketing. Yeah, well,
I mean for either because usually yeah,
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I guess in particular tell me more of a
commonly held belief about pricing that
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you disagree with. So basically like we
were talking last time and I've been
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kind of on this process that I've seen
so many companies kind of think about
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their product development process in a
couple different silos and I'm actually
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really frustrated about it because the
product manager says it's not my job to
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think about how this thing is going to
be sword and it's not my job to think
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about how it's going to be marketed are
priced as a market. And I'm like, but
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you do know that if you don't think
about it, your product is not going to
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be successful, right? And so I do think
about it. But what I see is like time
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and time again. We are such a
technology driven culture out here in
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the valley that were like, hey, what is
going to build the best technology? And
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we literally think build it and people
will come not exactly right, you hire
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the salespeople, but which is so much
more. It's so true. Yeah. It's like if
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it's a good enough product, we'll worry
about churn and pricing and all that
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later. Yeah. And I mean, the honest
truth and this is the marketers truth
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that people don't like to hear is like
you can have a shitty product and do
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well and you can have a great product
and not do well. And that's the
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difference that sometimes technical
leaders and technical companies don't
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realize that they accept. I'm sorry to
say Salesforce is not that great of a
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product, but it still doesn't. Anyway,
it's terrible. I hate Salesforce man.
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Especially if it is literally the bane
of most sales people's existence
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because they're like, I'm just doing
data entry these days, like I don't
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actually have to sell, but it it's
their successful companies. So they
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were really good at martin. You know,
the whole whole nine yards of marketing.
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Yeah, absolutely. So what's the main
thing about pricing that you would say
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that people will say, okay, it's this
guy's job, is this guy's job. What's
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the gist is it that it's complex? Is
that what you disagree with? Tell me
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more, That's the impression. So people
kind of thing, Okay, marketing will
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figure it out. Most companies, not even
marketing, its people think it's like,
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we don't really know anything about the
customers, so we will let sales figure
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it out, right. And you find these
places and companies that have Just put
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some random pricing on the board and
have survived for so long and you look
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at them like you could have done so
much more here and instead of being a
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$20 million $35 million dollar revenue
company and you could have a double
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evaluation by now that I mean that's
the literal impact of what you could
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have done now. I'm not saying like, see
I'm not the founder, I think founders
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are created. I think they create a lot
of value, but I think there is more
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that can be done and it's not out of
reach in all these consulting companies
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that offer value, they have experience.
But do you really need to spend 100
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kids who have somebody else? Tell you
about your startup then? You, you know,
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you know, your customers, you know what
they like, what they care about, you
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know, how much they're gonna pay. It's
just a matter of knowing a few steps
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and a process by which you need to come
about. Okay, I've checked off the boxes.
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This is my kind of decision framework
and now I am confident that I have a
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pricing structure that is going to
serve my needs. That's really what
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we're talking about. What are you
following? The simple process that's
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going to solve you? It's not rocket
science and it's definitely not what
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they teach you in business school,
which you know, complex conjoint
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analysis and uh you know, let's look at
the impact of this attribute, nobody
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does it like that and you don't have to
but A G. I get all these people coming
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to me telling me, look man, we got to
hire this firm, we don't know how much
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we could charge. What if we're leaving
money on the table. What if what does
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it look like as they scale, What does
scale look like? So how would you
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respond to all these? I think I think
the honest people are leaving money on
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the table more often than north. I
don't think the conservancies are bag
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like I think they offer value, I think
they have experience but I think you
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have as a business the most knowledge
about your market and your customers
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and you just need a simple framework.
So at my current company now where I, I
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do all of the pricing and packaging and
this whole realization started once I
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started this project is hey, uh, this
is actually simple, but there is no
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document that I can read that just
tells me it is take the sequence of
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steps to come up with the process. And
if I found out what to do by calling
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people, I'm like, hey, you're pricing
at this company, tell me how you did
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this, right? So I called 56 people in
the industry and I just knew what I
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needed to know and that's an investment
of four or five hours. So that's my P O
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V Wright. If you if you know just the
sequence of steps you need to take, you
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can cut all of that out and be more
confident. It's really about confidence
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in the decision that you want to make
for your business. Sure. Okay. So can
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you give me example of, you know, where
where would you start, where do you
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even start? How do you even know you
should start focusing on pricing? I
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would say that there it depends on the
lifecycle of a company, like how do you
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know, at some point when you're
starting, you need a number on the
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table. Right? So it may be that not
critical when you're really starting
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out and you have a new product in a new
market, you're just testing things out.
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Okay. I think you can survive, it's not
probably be another world as you get
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successful. What happens is the
decisions you made early on, kind of
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these implicit assumptions start to
bite you, you start to under undersell
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sometimes you create more friction in
the sales process than is actually
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necessary, depending on how you set up
your structure. Uh, and I can give you
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some examples of other valley companies
that have found that out. And it's a
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natural, totally natural and expected
transition that companies have to go
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through as they get bigger, they get
serious and then they solve this
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problem. Can you talk a little bit
about the friction piece cutting off? I
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mean the friction, I'll give you an
example and this is a public example.
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So mixed panel, I spoke to their head
of pricing and they were, when they
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came out, they were charging, uh, for
their analytics software by event.
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Right now. Event is the only thing at
that point that they could measure and
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track, and they said, well, just give
you charge by event and all of these
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customers as you have different types
of customers using your product,
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they're like, well we're not getting
value out of this and you're charging
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us by event. You know, it's not really
proportional to how our users are using
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the system, Right? So it was okay. It's
a fine, it's a rough metric. But that
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company has been around for a long time
to have only realized it now. Uh, and
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that I was like, you should, you guys
probably have changed a little bit. So,
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so I, you know, I covered, you know, as
you know, I'm writing a book on the
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topic and I covered this with the head
of pricing and he mentioned how they
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selected a new pricing variable, which
now was like the trackable users on the
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website. Similarly to the daily active
users on a mobile. Now, that is much
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more relevant to business because
they're like, okay, well I'll pay you
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based on the usage I have on my product.
Right? That's if the product is being
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used Ivan uneven. Otherwise people
start to have these questions,
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especially in the enterprise, I'm
paying you 50 K or hundreds or whatever
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I'm paying you and but I'm not happy
and that's where the challenge is,
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right? You have this hard Upsell or
renewal conversations where people are
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like it's not working for me. And the
new conversations are hard as well.
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You're creating ry models and you're
kind of rationalizing and your force
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feeding your sales team to work with an
outdated methodology. Mm That's so
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interesting. Yeah. One of the points
you were bringing up about this is
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about how sales. One of the indicators,
along with what you were just talking
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about about friction is one of the
indicators is sales isn't even
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following the pricing model. Can you
talk a little bit more about that? Yeah,
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I've seen, I've seen that in some of my
own experiences. The thing is that if,
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so let's say you're an enterprise
company right? You always sold a
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certain way and you've gotten good at
doing that now, now there comes a time
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to institutionalize that, right? And
you figure out how to do it properly.
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If you do it in a cookie cutter manner,
you'll do what in the industry is a
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good, better best model, all of the
different pricing charts and what the
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VCS tell you like. It's just like this
cookie cutter approach and if you look
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at, I like the guy that price
intelligently, but there they have a
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podcast, right? And they go through
pricing pages. If you start to go
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through pricing pages and see, oh
everybody does. Just just put better
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best. The problem is if you have an
enterprise company, it's custom scoped,
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there are many more deals that you have
to figure out and if you, so I have
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been in a company where this has
happened and where these pretty much
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cut and dry solutions were offered to
the sale stream, they didn't like it.
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The problem was here, You're adding 10
features here that I'm going to go back
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to the customer next year and upset the
five features. So why have you bundled
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these five features into this? This
bundle? I'm not, I don't want to sell
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them right now and they're not
interested in this because this is not
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how the usage scales. Right? So, and so
you block your Upsell potential and
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your sales team is like, well, I guess
I'm the experienced A is not going to
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follow your pricing and the
inexperienced A is going to end up with
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lower SPS because he's just going to
say this is what this is my pricing and
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I've been in that situation, but there
is a revolt and the sales team like
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this is just doesn't work for me and
somebody gets fired. So that's the
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problem with implementing bad pricing
actually in a bigger environment and
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not thinking thing to, hey everybody
Logan with sweet fish here. If you've
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been listening to the show for a while,
you know where big proponents of
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putting out original organic content on
linked in. But one thing that's always
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been a struggle for a team like ours is
to easily track the reach of that
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linked in content. That's why I was
really excited when I heard about
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shield the other day from a connection
on, you guessed it linked in since our
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team started using shield. I've loved
how it's led us easily track and
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analyze the performance of our linkedin
content without having to manually log
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it ourselves. It automatically creates
reports and generate some dashboards
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that are incredibly useful to see
things like what contents been
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performing the best and what days of
the week are we getting the most
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All one word. All right, let's get back
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to the show. Absolutely. If I was to
look for some indicators, it would be
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that we put out this pricing model. But
the contracts either the finalized
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contracts that I'm seeing don't match.
Is that right? Or what would be some
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other things or will be the complaints?
Yeah, I'll give you another example uh
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one I can share because it's in the
book. So again, site like they had this
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good better best model and I
interviewed johnny chang who is now at
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cuba johnny was like when I came in and
I saw they had these three packages,
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but the only sort of the middle package
and that's the only like, like, I don't
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know why we have these three packages
when we already sell the middle package
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and then there is shelf there. Right?
So the thing you have to see is all the
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features that you saw at some point.
Some features are not going to be used
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and they're consistently not being used.
So that shelf where you sold him but
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nobody is using it yet. It causes debt
for your implementation steam because
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later down the road they may have to
implement it. So that's what he
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realized which is very unlike its in
its situation to the the situation I
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discussed and then he said oh wait wait
we need to move this totally to a
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better pricing model different for
commercial enterprise, more modular. So
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we eliminate all of the shelf with and
we make sure we are pricing these like
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if you have I have three plans if we're
always going to pick the middle plan.
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So and that was their main market.
Right? I believe the insides main
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market was mid market and that's where
the pricing was the worst. That's oh my
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goodness. No way. Also this is like two
or three years ago. Yeah, totally. They
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probably fixed it. Yeah. That order.
Yeah. But game sites, if you're
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listening then get on. Yeah. Yeah. Yeah.
No exactly. No, I'm sure they fix it as
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well. No. That's crazy though. That's
awesome. There is some points you
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brought up about, you know even like
more money up front. What did you mean
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by that again? Because I think that's
such a crucial point for a lot of
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businesses is how do we get cash up
front? Is that possible? Yeah, exactly.
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Yeah. So the point is Let's say you saw
a package for $20,000, right? And maybe
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you were able to get 20,000 whatever.
Yet. There were four things in. There
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are three things that In historically
wellbeing up sold all the time for much
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higher prices. Most companies in the
valley and this has happened after 2015
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have gone through more of a sas growth
modern land and expand. Its less of,
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I'll tell you this big block of
software and it's less of that and it's
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moving too, I'll tell you the small
thing and then you keep increasing your
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usage, right? That's fear the Valley
has shifted to and is going. So now if
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you have this fixed thing and you
provided these features that you were
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gonna sell later, then you cannot go
and sell these things later to the
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customer anymore. So if you really have
to be thoughtful about what the
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customer journey has been further
customers in terms of feature usage so
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that you can design something that's
going to maximize upset. There is a lot
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of research now that points out like
beyond the point beyond like around
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roughly 50 million. There are, there is
an inflection curve where GTM now has
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to focus on existing customers to
Upsell more products to existing
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customers as the biggest driver of
growth leading to I. P. O. Not new
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business. So that's the biggest part.
And you said that was 15 million air or
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is that like about 50? Around 50 15.
Okay. Yeah. Rough estimated there is a
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point in evolution companies beyond
which you gotta start focusing on that
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upset path a lot more because it's I
believe it's like 3 to 4 times cheaper
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in terms of customer acquisition rate.
Uh it is cheaper for it's cheaper and
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this is a pacific crest survey price
intelligently also talks about that all
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the time and before that you are more
focused on new business acquisition and
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new logo acquisition. If you look at
the valley, everybody is focused on new
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local acquisition, nobody's solving the
Upsell expansion volume of sell path.
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However, if you did that intelligently
and I know of companies who have, you
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do not suffer anything during the covid
pandemic because you intelligently kept
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charging more for usage for your
existing customer base and you kept
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selling them more even when you
couldn't go up to the broader market
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during during a recession. So it's an
incredibly powerful lever. Absolutely,
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wow. That's awesome. So what have you
seen to speak to some of how powerful
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it can be? What have you seen from
companies when they reject the idea
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that pricing is complex and we
shouldn't go through a step by step.
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But when they actually go through the
step by step, right. Undoubtedly they
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see their SPS increase their C deal
velocities increase. They see pricing
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adoption improved Associates team
actually starts to use it and they see
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the customer being actually have
regularly easier renewals, right? So if
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you, especially with this uh if the
model was wrong and you fix the model,
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it has so many cascading effects easier,
renewal's easier contracts, no hassle
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negotiations upfront. It's easier to
justify our oh I better SPS better
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lower turn rate. Like it's everything
like that's why I like there are many.
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So yeah, they're saying this is just
like one thing is not a very tiny thing
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to fix it, fixes so many other problems
in their business. If you do it right?
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That's huge. That's huge. You have me
sold. Where do we start? Where do I
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begin? What's the first step? Which
what should I do? Right away And then
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and then what should I do after that?
Yeah. I mean I think there are roughly
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like there's like a decision diagram I
follow, but think of it as three or
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four steps. I think you consider
yourself as a business owner or their
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product manager. I call it like P. P. P.
It's just my framework. Think about
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your positioning first. Are you the
premium player? Are you a pricing you
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know, are you commoditized price,
competitor? Think about where you are
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in your customer segment and just make
sure you know what you want your
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positioning to be 2nd. You come to
packaging, right? Think about your
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customer segments. Do you have many
customer segments? Bill has many
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packages per customer segment that
really solve their problem then and
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then finally pick the right pricing
variable. Find something that maps to
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customer value, Right? So historically
there used to be per seat pricing where
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it's a very standard model of software
pricing that may not necessarily always
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map to value that a customer is getting.
So the Valley now has the world to
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usage based pricing like the portfolios
of the world. So select whether it's a
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capability or usage based model. Right?
So we looked at positioning, we looked
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at packaging, we looked at the type of
pricing variable. If you think about
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all listeners, step by step process,
you solved most of the problems right
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there and then what you need to do is
you could do so a little bit of
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research on the price point itself,
which is probably the least important
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problem here. But you can do some
research using surveys and conjoint or
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what have you. And the final step yet
the longest step is pricing operations.
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You have to, if you have a bigger field
sales team, then you have to build all
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of the materials sales, enablement
materials pricing, calculator, CPU
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execution stuff. So first process
strategy, get it right in that order.
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If you get it right, it's very likely
that you won't get the operations peace
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wrong, but the operation peace will
take time. And that's where you involve
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your pricing of folks, right? That's
where you know, all other parts of the
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business and say, hey, I've decided
this is the structure I'm gonna follow.
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This is roughly the price points and
there is more like, you know, there's
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some more details to it, but it's a
simple structure and now I want you
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guys to operationalize it and tell me
how to do it. And then you can
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negotiate, you can delegate to it to
some other team. But as the product
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manager or as the business owner, you
made the important calls first, that's
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all I'm asking you to do. Just take the
important calls for your product. Mm
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That's so good. Obviously this will
range based on internal dynamics and
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everything. The time commitment. But
what would you say is a typical someone
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should budget when they're saying OK,
you know, redo pricing. Usually the
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redo pricing conversation is like, we
need to redo pricing like this week and
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it's almost crazy pressure and and they
may make the wrong decisions. Whatever.
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How long would you say? Typically that
process should from beginning to end
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and go through, all those steps should
take right. If you are somewhat of a
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well runs established business, I would
say it would take about a month or six
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weeks to come up with the structure and
then probably a couple of months or
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more for operational. Izing it. Now you
can operationalize it in a manual
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00:21:07.770 --> 00:21:12.170
fashion uh and do it faster. But to
make the right decisions is going to
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take at least a month to six weeks,
that minimum. Right? I don't think you
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can do it in a week but it is possible
you could do it in a week if you're
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coming out with a brand new product
that nobody's ever seen. Right at that
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point, you just have a hypothesis. Sure.
But for a functioning company that's I
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00:21:28.020 --> 00:21:32.930
probably say that's the minimum, people
do tend to fall in like if you go to a
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consultant they will take more time
because they want to do things properly
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00:21:36.320 --> 00:21:40.410
and they want to charge by the r I
don't think you need that. The other
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00:21:40.410 --> 00:21:45.060
problem is operationalized
operationalization. Be a little careful
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00:21:45.740 --> 00:21:50.250
if you don't need to do the whole hog
of a lot of automation don't because
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00:21:50.250 --> 00:21:54.870
the C. P. Q. Step of implementing
things in Salesforce is where there is
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00:21:54.870 --> 00:21:59.260
the biggest failure rate and if you
think that is all going to be automated
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00:21:59.260 --> 00:22:02.700
and it's going to be the most well
functioning thing is never going to be
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00:22:02.700 --> 00:22:06.730
that way. And it is not that even
established companies so that's just
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the pitfall that you probably need to
watch out for wow. That's such good
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00:22:12.240 --> 00:22:17.800
advice man. That's so good. Is there
anything that you would want a big
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00:22:17.810 --> 00:22:22.870
what's the big takeaway that you'd want
our listeners to walk away with? The
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00:22:22.870 --> 00:22:27.150
biggest takeaway is a stone fear. You
know one is just think holistically
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00:22:27.150 --> 00:22:30.620
about your product GTM right but I
think it's part of your product GTM
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00:22:30.620 --> 00:22:35.580
it's not separate it's part of
marketing, I would love for product
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managers to have ownership about it
because it's their product and it's
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00:22:39.560 --> 00:22:43.720
just a simple step by step framework.
Just think logically about the steps.
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00:22:43.800 --> 00:22:49.630
It's not very complex, it's not math,
mathematical, everyone can do it. Don't
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00:22:49.630 --> 00:22:53.980
fear it, it's good advice. That's great
advice, man, There's so much you've
305
00:22:53.980 --> 00:22:57.710
unpacked in this episode. I mean
there's I know we're just scratching
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00:22:57.710 --> 00:23:03.380
the surface and it's hard to, even if
you can go so deep into this, and so
307
00:23:03.390 --> 00:23:07.460
you've been working on this, what's the
name of your book again, for all
308
00:23:07.460 --> 00:23:12.180
listeners? Yeah, yeah. Thanks. So, the
book I'm writing on this is called
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00:23:12.180 --> 00:23:18.010
Price to scare price to scale. What a
great name. It's awesome. And then and
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00:23:18.010 --> 00:23:22.800
when is that going to be available? Uh
I'm hoping sometime in january. So this
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00:23:22.800 --> 00:23:26.420
month. Sweet, that's right around the
corner. That's awesome. We're in
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00:23:26.420 --> 00:23:30.740
january, That's fantastic. So either
this month or next would still be huge.
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00:23:30.750 --> 00:23:35.410
What? So for all the listeners, if they
want to go and check out the book,
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00:23:35.410 --> 00:23:39.510
where would they go and check out your
book, yep. So it's, my website is aged
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00:23:39.510 --> 00:23:44.110
cumin dot com. You can just land on my
website and navigate to the pricing
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00:23:44.110 --> 00:23:47.320
book or if you want to go directly to
the book, it's a G Komen dot com
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00:23:47.330 --> 00:23:52.760
forward slash pricing dash book. That's
awesome, man, that's great, definitely
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00:23:52.760 --> 00:23:57.290
check out that book, I would say,
reserve it now or rather make sure you
319
00:23:57.290 --> 00:24:01.120
subscribe through through that link now.
So then as soon as the book drops, you
320
00:24:01.120 --> 00:24:04.770
can get that, um I definitely be
getting, going to be getting a copy.
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This topic is so huge and comes up so
much. Obviously I'm more on this. Not
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00:24:11.760 --> 00:24:14.930
obviously, but for those who don't know,
I'm more on the sales side. Usually the
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00:24:14.930 --> 00:24:19.820
conversations and when you're
communicating it from a sales point of
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00:24:19.820 --> 00:24:22.410
people like, oh, you should be able
sell anything or sell any price. It's
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00:24:22.410 --> 00:24:25.640
like, no, you don't understand when
you're communicating, there's only so
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00:24:25.640 --> 00:24:29.300
far you can be asked before. You're
like, I honestly have no idea and the
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00:24:29.300 --> 00:24:33.540
client knows it. Like they know without
a doubt that you're just making up
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00:24:33.540 --> 00:24:36.050
reasons and they're going to ask,
they're gonna be like, why are we
329
00:24:36.050 --> 00:24:38.890
paying for this? If I thought you said
you'd probably be using that for the
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00:24:38.890 --> 00:24:42.090
first couple months, why are we going
to pay for this now? Can't we just pay
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for this? And so those conversations
happen with good pricing, you're arming
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00:24:48.210 --> 00:24:52.460
your sales team with the best weapons
they could possibly have totally,
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00:24:52.470 --> 00:24:59.080
totally huge. Yeah, we, I mean, I think
sales people are often given the short
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00:24:59.080 --> 00:25:03.790
end of the stick and expected to be
superman and you know, it was like, hey,
335
00:25:03.790 --> 00:25:07.040
you have a product, you know, you're a
bag sales person if you can't sell it,
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00:25:07.050 --> 00:25:13.060
but it's not the case like we make so
many mistakes before we set up, send a
337
00:25:13.060 --> 00:25:16.920
sales person out there. I think, you
know, I think there's a little more
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00:25:16.920 --> 00:25:21.400
empathy is needed because you know, see
at the end of the day they're going to
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00:25:21.410 --> 00:25:26.240
maximize the valuation of their
business. Yeah, big time. Big time. And
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00:25:26.240 --> 00:25:30.680
then all the up cells and everything
else makes so much sense. G this was
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00:25:30.680 --> 00:25:34.570
awesome. Thank you so much for being on
the show if people want to connect with
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00:25:34.570 --> 00:25:39.270
you personally. Um is it best to
connect with you on linked in? What's
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00:25:39.270 --> 00:25:44.220
your preferred social platform? Yeah,
linden is perfect. Okay, awesome. Great.
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00:25:44.220 --> 00:25:47.530
Well I'm sure we'll have all the links
in the show notes and everything, but
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00:25:47.560 --> 00:25:52.000
thank you so much for joining us uh in
discussing pricing and I cannot wait to
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00:25:52.000 --> 00:25:54.940
read your book when it comes out.
Thanks josh. Thanks for having me
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00:25:54.940 --> 00:25:57.260
appreciate it, awesome man.
348
00:25:58.840 --> 00:26:02.590
For the longest time I was asking
people to leave a review of GDP growth
349
00:26:02.590 --> 00:26:07.040
in apple podcasts but I realized that
was kind of stupid because leaving a
350
00:26:07.040 --> 00:26:12.200
review is way harder than just leaving
a simple rating. So I'm changing my
351
00:26:12.200 --> 00:26:15.910
tune a bit. Instead of asking you to
leave a review, I'm just gonna ask you
352
00:26:15.910 --> 00:26:20.440
to go to be be growth in apple podcasts,
scroll down until you see the ratings
353
00:26:20.440 --> 00:26:24.520
and reviews section and just tap the
number of stars you want to give us no
354
00:26:24.530 --> 00:26:29.820
review necessary. Super easy and I
promise it will help us out a ton. If
355
00:26:29.820 --> 00:26:33.420
you want a copy of my book, Content
based networking, just shoot me a text
356
00:26:33.430 --> 00:26:37.920
after you leave the rating And I'll
send one your way, Text me at 4074 and
357
00:26:37.920 --> 00:26:40.360
I know 3, 3 to eight