Meet Sam Kuehnle, VP of Demand Generation at Refine Labs. Today's buyers are very savvy. Talk to your customers more. Stay close to platforms. Seeing from the front. Staying at the cutting edge. Going against the grain. Running a win-loss analysis regularly. Focusing less on the competition. Attracting top talent. Positive word of mouth. Helping customers get unstuck in their growth and achieve their revenue goals.
18 insights. 6 rapid-fire questions. Show transcript.
Here’s what Carl Ferreira said about Sam:Sam Kuehnle.
He’s a friend as well and a colleague. Just a world-class marketer. Bright, bright thinker. Extremely thoughtful. You're going to get way better answers from him than from me on some of these things. He strikes me as the type of guy who probably has some baked-out mental models. He's just a really, really bright marketing leader and does some fantastic work for our team and for our customers. —Carl Ferreira, Director of Sales at Refine Labs → Listen
What are 3 ways that your team converts your market into revenue?
- Creating and distributing relevant and shareable content to our ICP for free. So, give, give, give. Let them learn, let them understand who we are. I always say, “Today's buyer is very smart.” The easiest way to think about it is: many marketers say, “Here's our products. Buy our products.” But, they never speak about why you need the product, how it's going to help you do your job better. So, by creating that trust and awareness early on, and doing that for free, then they're going to keep seeing that little Refine Labs tag up top and when they finally feel the pain enough, Refine Labs will be top of mind, and that's where they’ll go. So that's the main way.
- Building a community of B2B marketers that go on to spread the word about us to their colleagues, their leadership, their peers. That word of mouth, that positive word of mouth, pays dividends long term.
- A sales team that solely fields inbound requests. To pay some kudos back to Carl, we have a sales team that solely fields inbound requests, and then they partner with prospects to make sure that they're going to benefit from our philosophy and how we approach it. So, we could win every deal that comes into us, technically, because they want to work with Refine Labs, but we self-select. What are the customers who truly will benefit from our strategy, how we'll go to market with them? We're not shy about also saying, “Come back in three months, in 12 months, when you get your next series. Or, it might just be a little bit too complicated for this to work.” So, those are probably the three main ways that I’d say that we convert our market to revenue.
What are 3 hard problems that you recently overcame?
- We're a very, very fast-growing company. I joined as the 9th employee back in 2020. We just surpassed employee 100 this week. What you often find is that systems and processes, they start to break down at 50 employees, 100 employees, 200 employees, and we've had to adapt our company to ensure that a) employee happiness and balance are there, and b) customer satisfaction, results, are there. And then, if you do those two things well, you're going to have revenue at the end of the day. But, if you don't address those early on, especially as you're growing and things start to break down, then the business is going to falter as a result. So that's one of the first ones.
- To get more tactical, another hard problem is iOS 14 cookie tracking attribution, all that stuff that marketers have so long depended on, and how that's impacted marketing results. So, there's now limited data that's passing back to the platform. Our team has to be better at understanding the macro picture of what's working to drive your business results and not just look at: “This has a high click through rate,” or, “This has a low cost per click,” but, “We started to double our budget this month,” or, “We doubled down on this persona this month.” And then, understanding, did we get more handraisers? Are we seeing an increase in pipeline? Or was that, maybe, not the right move and we need to readjust? So, looking at the larger lens, as there's less visibility back in those ad platforms, has been something that we've had to overcome.
- Helping clients get unstuck in their growth. So to give an example of this, there've been instances where we'll have a client where we are able to successfully drive an increased number of high-intent handraisers, but they aren't closing as many at the rate that we would expect. So, what we'll do in that instance is just a quick Loss Analysis to understand, “why are we losing those deals?” And we found, in a couple of these, that it was due to pricing. So, what we do then is we'll work with the customer to illustrate, “Hey, there's a mismatch between what your market values your product at and how you're putting that out in your offer, so you either need to add more value or you need to bring down your costs.” We were able to do this with a couple of clients. They decrease their costs in those instances and very quickly you're winning deals again. So that's what we like to say, “Look at the larger lens of how do you impact your business growth and what all can you do, as a marketer, to successfully do that?”
What are 3 roadblocks that you are working on now?
- Biggest one: attracting top talent to join Refine Labs. It's an incredible market for job seekers right now, and then very, very competitive for companies to bring in that top talent. So that's a big roadblock that we're working on.
- Getting more businesses to adapt to this new way of marketing. Gated content, capturing emails, all of that, is really a thing of the past. It does not signal true buying intent anymore. Today's buyers are very savvy. They're doing their own research. They're talking to their peers. How do we get companies to update their marketing strategies to reflect this shift and use pipeline and revenue as success metrics or marketing and not this lead handraiser, where it's people who just want the content or the e-book.
- Understanding when is it a better time to use a product led motion vs sales led? So think like: free trials, self service. Or, a sales led, get a demo, talk to a sales rep motion. There's a number of factors that come into play with this. So your market, your costs, the list goes on and on. So, working to define when does one work better than the other, or should you offer both?
What are 3 mental models that you use to do your best work?
This one was a funny one. When I read this question, I was thinking like, “What do you call these mental models?” So, I'm a big fan of The Knowledge Project, Shane Parish. So when I saw that word, I was just like, “Oh man, I hope I don't do this some injustice.” So I was looking at like, “What are the names for these that essentially I use in my day-to-day?”
- First principles. How do you break down complicated problems into basic elements and then reassemble that from the ground up? So, from a marketing standpoint, this is helping customers achieve their revenue goals. We don't start with the lead and MQL targets, because that's kind of like the end game. So, what we like to ask a company is, “What's your company...