Customer Service is NOT Account Management

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Knowledge and confidence

“Sales organizations prosper when they eliminate the default activity of lowering prices to win sales. This will give you the knowledge and confidence to do just that.”

Tom Hopkins, author of When Buyers Say No

Comprehensive and compelling

“Everyone agrees that sales differentiation is a good thing, but no one has ever explained exactly what, why and how to truly become differentiated. Until now. Sales Differentiation is a comprehensive and compelling look at an often-overlooked strategy for sales success.”

Deb Calvert, author, Stop Selling & Start Leading and DISCOVER Questions®

Compel your dream

“If you want to compel your dream clients to change, you have to be different in a way that makes a difference. Lee Salz has written a comprehensive guide to differentiating your offering in a crowded, me-too marketplace. More importantly, this book will help you do the critical work of differentiating yourself!”

Anthony Iannarino, Author of Eat Their Lunch: Winning Clients Away from Your Competitors

Implementing the concepts

“I. Love. Everything. About. This. Book. Lee Salz not only powerfully describes why DIFFERENTIATION is so critical, but he shows you exactly how to differentiate yourself, your sales approach, and your messaging. Implementing the concepts in Sales Differentiation will get you more meetings with the right buyers, elevate how they view you and your solution, and help you close more business.”

Mike Weinberg - author of the New Sales. Simplified. and Sales Management. Simplified.

Fantastic and strategic

“In a sea of businesses and salespeople competing in the same spaces for the same dollars, being different is the only way to get an edge on your competition. Lee Salz has penned a fantastic and strategic book that gives salespeople the formula to do just that. Simply put, this book is not only incredibly useful, it’s different.”

Ken Kupchik, author of The Sales Survival Handbook and creator of Sales Humor 

Simple and effective

“Sales Differentiation is full of ideas that will immediately help you win more business. For example, Lee’s Sales Crime Theory – do your investigating before you make the sales call – is so simple and effective yet a large majority of sales executives think that doing one’s homework is finding a phone number or at best, visiting a prospect’s website. Lee gives you easy-to-implement ideas that will ensure you are relevant, that give you permission to ask challenging questions, that give you an edge in negotiations, and that separate you from just about every salesperson in every sales call, every time.”

Sam Richter, World’s Leading Expert on Sales Intelligence and CEO SBR Worldwide/Know More

Deals at the prices

“Lee Salz’s sales differentiation strategies are just what you need to stand out in a crowded market, create more meaningful conversations, and close more deals at the prices you want.”

Jill Konrath, author of More Sales Less Time and SNAP Selling

Stand-out

“I find many salespeople forget that they have an opportunity to stand-out from the competition in the way they sell so instead they fight to win sales on price. Lee’s book will help ensure that doesn’t happen to you.”

Brandon Steiner, CEO and founder of Steiner Sports Marketing

Entertaining writing style

In today’s sales environment where buyers are subjected to more sales ‘noise’ than ever, ‘Sales Differentiation’ is a must-read (and must-implement) for any salesperson who wants to stand out and excel. With Lee’s engaging, entertaining writing style, peppered with numerous stories and examples, you’ll find yourself reading the book quickly. But, you’ll want to go through it again several times to absorb, highlight, and write down the many valuable how-to’s to use on your own calls.”

Art Sobczak, Author of “Smart Calling”

Outstanding sales

In “Sales Differentiation” Lee delivers a fine addition to his line of outstanding sales reference tools. It’s straight forward, packed full of real world examples, and presented in a fresh unique way as only Lee can. He not only addresses many common sales myths and barriers but provides examples and detailed processes to help you differentiate your products and services in a way that will catch a buyer’s attention.

Larry Reeves, CEO, American Association of Inside Sales Professionals (“AA-ISP”)

Common trap

“Lee Salz has written a different sales book about how YOU can be a different sales professional to help you sell more. It’s a common trap that a lot of salespeople fall into, all saying the same things, trying the same strategies and selling in the same way. The problem is that doesn’t often work and it’s usually those who do it differently that win. This book is brilliantly written and talks you through how you make WHAT you sell different and the WAY you sell different to win more deals. I’ve read a lot of sales books over the years, but none have given such a great process that I know I’ll be able to use straight away.”

Daniel Disney, Founder of The Daily Sales and Leading Social Selling Trainer

Next level

“Sales Differentiation is filled with great examples that are perfect for both beginning salespeople looking to develop their skills and experienced salespeople seeking to take their sales results to the next level!”

Dawn Deeter, Ph.D., director, Kansas State University National Strategic Selling Institute

Detailing multiple strategies

“Finally, a definitive approach on what it means to differentiate yourself and what you sell.  Lee Salz has done a masterful job of detailing multiple strategies you can use now to genuinely set yourself apart in the eyes of your customers. The value in the book is in his examples, which allow you to understand what you need to do to create a sales differential your customers will notice and, more importantly, pay for! This isn’t a book to simply read. It’s a book to read and apply. You won’t regret it!

Mark Hunter, CSP, “The Sales Hunter,” author of “High-Profit Prospecting.”

A treasure

“A treasure chest of practical, tactical, and doable ways to differentiate yourself from the competition! Read it…Use it!”

Anthony Parinello, author of Selling to VITO, The Very Important Top Officer 

Opening doors to winning

“’Sales Differentiation’ shows how salespeople are more important than ever in terms of adding value and differentiating their product or service from the competition. The concepts presented by Lee Salz will help you in every phase of the sales process – from opening doors to winning deals at the prices you want. Make sure you have a pen, paper, and highlighter in hand when you read this book.”

Paul Nolan, Editor, Sales & Marketing Management magazine

Highly recommend

“When I was creating the Rainforest Café, I sought to create a differentiated diner experience. In Sales Differentiation, Lee Salz provides you with the strategies to create a differentiated experience for your clientele. I highly recommend it for anyone in sales.”

Steven Schussler, creator and founder of Rainforest Cafe, T-REX, Yak & Yeti and The Boathouse all featured at Walt Disney World in Orlando, FL

Competitive advantage

“As I’ve traveled around the world over the past several years working with companies and their salespeople, I’ve been amazed to find that they do not know, and cannot articulate, their competitive advantage! How can a company or salesperson expect prospects and customers to give their time and attention if they do not understand,clearly and concisely, what that company can do for them that no one else can do? So, how can you demonstrate your competitive advantage? Buy Sales Differentiation by Lee Salz, read it page by page, implement its 19 strategies and you will then be able to set yourself apart from your competition and clearly show your customers what your company can do for them that no one else can do.”

Dr. Tony Alessandra, author of Collaborative Selling: How to Gain the Competitive Advantage in Sales

Profitable sales

“Lee Salz says it’s not just what you sell, but how you sell it. His 19 sales differentiation strategies are a surefire way to drive profitable sales.”

Harvey Mackay, author of the #1 New York Times bestseller Swim with The Sharks Without Being Eaten Alive

Refer my clients

“Lee Salz is the E. F. Hutton of customer acquisition. When Lee speaks, you should listen. In an over-crowded, over supplied world, Lee’s insights into differentiating yourself by how you sell ring fresh and true. I regularly refer my clients to Lee and wait for the accolades to come streaming in – which they always do. Lee Salz’s methods are practical and they work!”

Bill Mills, CEO, Executive Group, Inc.

Filled with dozens

“Filled with dozens of proven concepts as well as highly-relatable stories, this book shows that salespeople who differentiate themselves not only win more deals, but they also win at higher margins. It is a brilliant and practical how-to guide for salespeople at every level. If you want to escape the high penalty that comes from the buyer’s perception of sameness, this book is your key to success.”

Gerhard Gschwandtner, CEO, Selling Power magazine

Your income differentiator

“Sales Differentiation arms you with 19 strategies to help you provide value to your buyer. But the glue to turn them into long-term clients is the author – Lee Salz. He is your income differentiator.”

Jeffrey Gitomer, Author of The Little Red Book of Selling

Step by step manner

“Finally a book that addresses differentiation in a step by step manner that allows salespeople to apply what they learn, immediately. The practical easy to read format and examples to drive the point home are exceptional. Get this book in the hands of every salesperson you know.”

Alice Heiman, Founder and CSO at Alice Heiman, LLC

Actionable and easy

“In a sales world with so much noise, Lee’s book stands out just like his teachings. It’s actionable and easy to read, made for any level of sales professional.”

Max Altschuler, Max Altschuler, CEO Sales Hacker & Author of Hacking Sales

World sales success

“Here’s the path to no longer hear the price objection ever again, as well as rendering your competitors as irrelevant. Lee Salz, in “Sales Differentiation”, shares his decades of real world sales success so all can now reap the rewards. Don’t read this book – DEVOUR it!”

Jack Daly, CEO/Entrepreneur/Coach and Best Selling Business Author

Best practice

“Salespeople know that differentiation is a best practice but have been left to their own devices to figure out how to do it…until now. Sales Differentiation presents strategies that salespeople can quickly put into practice.”

Verne Harnish, founder Entrepreneurs’ Organization (EO) and author of Scaling Up (Rockefeller Habits 2.0)

 

Executives and salespeople often use the expressions “customer service” and “account management” synonymously, but with little context. They rarely give thought to the differences between these two important functions. Yes, customer service and account management are functions, not people. While you may have customer service and account management teams, there are roles others play in delivering those services.

Let's define "customer service" and "account management"

 

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Customer service occurs whenever a client asks you for something. They call your call center or send an email with a request and are looking for “responsiveness.” That evaluation is not limited to the customer service department.

Account management is the proactive, prescriptive set of activities you deliver to your clients. These are the actions you take to provide meaningful value to your clients beyond what you sell. Rarely, do I find companies with documented account management strategies beyond a basic A,B,C classification by recognized revenue.

Executives preach the importance of account management, but no one defines it or formulates a plan to do it methodically. Most importantly, companies miss out on the opportunity to differentiate themselves through account management. That differentiation can help you win more deals at the prices you want! Sales Differentiation strategy provides the tools to do just that.

The first step is to define A,B,C classifications, but don’t limit the analysis to recognized revenue. Recognized revenue is one aspect, but also consider potential revenue and strategic account as another look at your client portfolio.

You may be doing a smidgeon of business with an account, but if you deployed a conquer accounts strategy with them, they could become your largest client. If you only consider recognized revenue, you wouldn’t have this account on your radar screen or serve it properly.

Other accounts may be strategic in nature. Due to their name, brand or a particular solution you deployed, this client is tremendously valuable to you and should have a more robust account management experience than their recognized revenue supports.

But what account management experience will you provide? Again, these are proactive activities you will take to retain and grow your client portfolio. Once you have ranked your clients, define the account management experience for each of the A,B,C tiers.
Address aspects such as:

• Executive sponsorship – A member of the executive team is tasked with developing relationships with key members of the account.

• Number of in-person meetings per year – Based on the ranking, determine how many times you will visit them and for what purpose.

• Number of business reviews per year – These are meetings to review the account’s performance and update on new initiatives in your company.

• Number of invitations to corporate per year – Purposely inviting them to your headquarters to meet for a defined purpose.

• Focus group/advisory board invitations – These are sessions to discuss new products, services, etc. It gets them engaged with you and strengthens the relationship.

• Reports provided – Keep in mind that anyone can email a report. Want them to experience meaningful value from you? Analyze the report. Share with your clients what you are seeing. Ask questions based on the data, make recommendations, and help them make informed decisions. You know more about the world of potential solutions than your clients do. Share your expertise, so they have the best solution they can have for the dollars they are willing to invest.

• Newsletters provided – These can be done easily with online tools. They keep clients informed of industry happenings, not just solicitations. Provide value that helps them in their roles, not just peddling your wares!

Based on your business, your account management options will differ. The key is to define an account management experience, by client classification, that allows you to deliver meaningful value. During prospect meetings, talk about how you provide account management – in ways the competition does not. Account management could be the differentiating factor that wins you the deal at the prices you want!

 

Special Offer!

Get your copy of Sales DifferentiationWhether you have been selling for twenty years or are new to sales, the tools you will learn in Sales Differentiation will help you knock-out the competition, build profitable new relationships, and win deals at the prices you want.

When you order today, you’ll gain access to Lee’s “Sales Differentiation Minute” video series (a $1,495 value). For 20 weeks, you will receive an email with a video link in which Lee brings Sales Differentiation strategies to life helping you put them into practice. Learn more here.

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Lee B. Salz is a leading sales management strategist specializing in helping companies build scalable, high-performance sales organizations through hiring the right salespeople, effectively onboarding them, and aligning their sales activities with business objectives through process, metrics and compensation. He is the Founder and CEO of Sales Architects, Business Expert Webinars and The Revenue Accelerator. Lee has authored several books including award-winning,  best-seller “Hire Right, Higher Profits.” He is a results-driven sales management consultant and a passionate, dynamic speaker . Lee can be reached at lsalz@SalesArchitects.net or 763.416.4321.