The Commercial Gap Check | Free BPO Diagnostic

Dimension 1 — Go-to-Market Narrative

Question 1 of 10 When your team pitches the tech-enabled offering, what do they lead with?

Reactive The technology — what it does, how it works, unique features. Developing A mix — some capability talk, some client context, depending on the rep. Structured The client's specific outcome, arrived at through discovery before the pitch is built.

Question 2 of 10 Do you have proof — real client results — you can point to in a sales conversation?

Reactive Not really. It's a new enough offering that we don't have case examples yet, or we've never systematized what we have. Developing A couple of examples exist, but they live in someone's head or aren't fully documented. Structured Documented, specific, referenceable outcomes reps can cite by name (even if anonymized).

Question 3 of 10 Can your reps clearly answer "why buy this from you, specifically" — versus a pure-play software vendor, a competitor, or doing nothing?

Reactive No. We don't have a talk track around why they should buy from us. Developing Some reps have a good answer. It's not consistent across the team. Structured We have a codified response to that question and every rep is trained and expected to deliver it.

Dimension 2 — Sales Process & Team Fluency

Question 4 of 10 Is there inclusion of your technology in your sales process?

Reactive The sales rep only talks about technology when the prospect brings it up. Developing Informally, yes — experienced reps have figured out their own version. Structured We have a documented sales process for hybrid (sales + technology) opportunities.

Question 5 of 10 How confident is your team fielding a pointed technical question (security, integration, ROI) in the room, without punting to an engineer?

Reactive Not confident. Technical questions usually stall the conversation or get escalated. Developing Somewhat — depends on the rep and the question. Structured Confident. The team can hold the technical thread without losing credibility.

Question 6 of 10 How was your team trained on this specific offering?

Reactive A vendor Zoom session or two, plus some collateral. Developing Some initial training, with occasional follow-up, but nothing ongoing or scenario-based. Structured Structured, scenario-based training with real reinforcement over time.

Dimension 3 — Business Strategy (Comp & Pricing)

Question 7 of 10 Does your comp plan pay reps meaningfully to sell the tech-enabled offering, or does it still reward headcount/seat-based deals more?

Reactive It still favors traditional seat-based deals. Nobody's changed the plan. Developing We've talked about changing it, or made a partial adjustment, but the incentive gap is still real. Structured The comp plan pays meaningfully for the tech-enabled offering — the incentive matches the strategic priority.

Question 8 of 10 Does your pricing and contract structure reflect outcome-based value, or does it still look like a staffing contract?

Reactive It's still structured like a seat/staffing contract, technology or not. Developing We've adjusted some terms, but the underlying structure hasn't fundamentally changed. Structured Pricing and contract terms are built around the outcome you're delivering, not seats or hours.

Dimension 4 — Account Management

Question 9 of 10 When a client mentions AI/technology interest, what typically happens next?

Reactive The AM tries to help — usually booking a demo with the technology team or tech partner without real discovery done. Developing The AM asks, or brings in a salesperson to ask, some follow-up questions, but there's no consistent framework for it. Structured The AM runs or brings in someone who runs structured discovery, documents what's actually driving the interest, and maps who else needs to be involved — before anyone else is looped in.

Question 10 of 10 Can your account managers confidently lead a conversation about strategy and outcomes with a client, not just day-to-day performance?

Reactive No. The conversations AMs have with clients are largely tactical — what's going on with the campaign, what needs to change, putting out fires, performance issues. Developing Some AMs can have more strategic conversations with clients, but not all. We're trying to be seen as a strategic partner to our clients, but it's a work in progress. Structured Our team has been trained to speak outcomes first, and can confidently talk about how our technology can enable those outcomes.

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