Tom McConnell

High-performing RevOps teams don’t just manage systems. They create alignment. As Rosalyn Santa Elena and Jamie Miller shared, the real difference comes down to three things: clear communication, transparent goals, and a roadmap everyone can see. When the whole org understands what RevOps is solving for (and why) it changes how teams work together. This one’s a must-watch for anyone building trust and accountability across GTM: https://lnkd.in/dAMeyR53

1

Dialler Infrastructure, Compliance & SDR Efficiency — Field Notes from a Recent Roundtable As pressure builds to do more with less, revenue teams are re-examining the dials behind the dial: what tools actually connect, what workflows scale, and what practices stand up to scrutiny across global markets. An independent session this week brought together GTM leaders and RevOps to compare experiences. Key signals below — zero hype. Infrastructure > InterfaceMost diallers rely on third-party carriers (Twilio, Bandwidth, etc.). That means performance is often a black box — with up to 9 carrier-level hops before a call connects or fails. Ask your vendor: • Who controls your carrier infrastructure? • Do you monitor and manage spam flagging? • How much of the stack is built vs. borrowed? Sentiment: ConnectAndSell vs. Parallel DiallersIn regulated markets — think DACH, Southern Europe, and parts of APAC — ConnectAndSell stands apart. Human-assisted outreach avoids early recording, navigates switchboards, and clears legal reviews (including German works councils and corporate counsel sign-off). It’s not built for volume blitzing. But it is built for trust and precision. By contrast, US-style parallel diallers (Nooks, Orum) perform well in North America. Outside that, success is patchy — particularly where recording or line spoofing laws require careful handling. Call Behaviour Still Matters • Office lines are making a comeback. Teams training SDRs to navigate reception outperform those relying on scraped mobiles. • Persistence wins. Most meetings are set on the 2nd, 3rd or even 7th attempt. One-and-done is a mindset issue, not a strategy. Common SDR Time-Wasters • ‘Admin’ that’s really last-mile enrichment • Tool fatigue and constant context switching • Overthinking messaging mid-sequence Solutions: Pre-enrichment, tighter call blocks, cleaner workflows. Compliance as a Competitive Advantage Navigating regulated markets isn’t just about avoiding penalties — it’s about gaining access. • Human-led calling = better deliverability + legal clarity • Early recording and heavy automation = red flags in some jurisdictions • Local trust matters — especially in multi-region GTM Final Word: Don’t be distracted by dashboards. Focus on infrastructure, behaviour, and legal fit. Velocity is great — until it trips compliance. Sometimes the best strategy is to slow down just enough to land the call and keep the door open. — If your dialler strategy needs pressure-testing — or you’re balancing multiple regions with mixed results — happy to compare notes.

5

2 Comments

I am thrilled to officially announce that Zendesk has acquired Forethought. By bringing Forethought into our ecosystem, we aren't just adding a logo; we are integrating world-class technology that fills the final gap in the Agentic Service lifecycle. Why this matters for our customers: - Seamless Integration: No more "duct-taping" solutions together. - Faster Time-to-Value: A unified architecture means quicker deployments. - Expanded Innovation: Our combined R&D is now the largest in the space. The Presales team is excited to dive deep into the new tech stack, and I look forward to seeing what we will accomplish. #Acquisition #Growth #Innovation #GlobalPresales #TechNews

60

What’s slowing down your AEs? 🐢 The answer: they are stuck in Salesforce, drowning in admin, and swivel-chairing between tabs. Clari Product Strategist Sanket Karamchandani explains how AEs can leverage Groove automate workflows, personalize at scale, and close deals faster. Learn how top sellers are turning busywork into booked meetings and increased revenue. 🔗 https://lnkd.in/gSsj5yN2 

13

Most SaaS sales organizations don’t struggle with execution rigor. They struggle with what happens after rigor is introduced. Deal standards improve. Qualification language tightens. Forecast calls sound sharper. But under pressure, something breaks. Coaching collapses back into deal inspection. Managers review what is happening, not why it keeps happening. Skill gaps stay invisible until results flatten. The system holds. The capability doesn’t. Execution rigor without enforced coaching standards eventually eats itself. Most CROs don’t see this as a leadership problem at first. It looks like noise. Or variance. Or a talent issue. By the time it’s obvious, the damage is already done.

2