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Brian Winter, Senior Director of Client Success, SAP

Name: Brian Winter, Senior Director of Client Success, SAP
Uploaded: 2023-12-22T02:31:50+00:00
Duration: 1 min 48 s
Channel: Bob London
Description: In this testimonial, Brian Winter, Senior Director of Client Success at SAP, describes the profound impact of Bob London’s Radically Authentic Discovery…

22 Dec 2023 · 2 min

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In this testimonial, Brian Winter, Senior Director of Client Success at SAP, describes the profound impact of Bob London’s Radically Authentic Discovery training on his organization. He explains that the training was highlighted as one of the most impactful enablements of the year, leading to a shift from transactional to transformational customer conversations. SAP’s client success managers logged nearly 10,000 outcomes after adopting the method, reporting increased confidence, better questioning, deeper listening, and more authentic engagements. Winter emphasizes that the technique helps uncover root causes and business outcomes, and he strongly recommends the training for anyone in a customer‑facing role.

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Our teams had the pleasure of meeting with Bob London earlier this year to hear about his Radically Authentic Discovery, and I would say it was one of the most impactful trainings we did this year. If you're looking to set the stage for your organization's success in 2024, I would highly recommend you reach out to Bob to hear more about how it works. In fact, we recently did a survey internally here to understand what's, you know, what enablements did we do that throughout the year that were impactful, and Bob's training was called out by some of our client success managers months after he shared this process. Bob's discovery method really covered 3 areas, key areas for us as we think about, you know, customer success and uncovering business outcomes. Again, it helps set the stage for uncovering those. We in fact, we logged almost 10,000 outcomes this year. We provided tools for our CSMs to move away from that transactional relationship and really increase their confidence to have better conversations and ultimately ask better questions and deeper listening with our customers. One of the areas that has been impacted is the question asking and seeking that deeper level of understanding and what's really happening within a customer's organization and how our services can really help solve some of those challenges. And in fact, I've heard from one of my teammates that they shared that this discovery technique has allowed them to take a step back in their conversations with customers, and it's led to a fun, authentic engagement It gets us out of those transactional conversations and into those transformational ones. So often we and our teams get sucked into those reactive situations, and that's sometimes, they're unavoidable, but using some of Bob's techniques, it's allowed us to take a step back to really uncover the root of the problem for our customers and the impact of solving those things. Working with Bob was great, and I'd encourage anyone in a customer-facing role to learn more about the Radically Authentic Discovery technique. Thanks, Bob.