John deLorimier, EVP at Concentra, discusses how to navigate common challenges when meeting customer needs in a self-serve world.

With more and more possibilities available to the online consumer, the desire for self-serve options does not seem to be subsiding anytime soon. With more independent and educated customers, where do sales and marketing fit into this new model?


In his last segment, John deLorimier, EVP at Concentra, joins us to discuss how to navigate the challenges of meeting customer needs as the demand for self-serve increases. John shares how sales and marketing teams should be thinking about connecting with customers for a memorable and frictionless experience.


Click here for the full podcast version of this interview.


Navigating Common Self-Serve Challenges


  1. Connecting the salespeople with customers. minute 5:15
  2. The challenges of reteaching your sales team to connect with customers. minute 7:29
  3. How marketers should be thinking about their content strategy. minute 11:36

Skip to minute 9:31 to hear John share the fundamentals of a successful sales team:

“I’m really interested in people who really have a fear of failure, personal failure… I want to ask questions of, ‘Were you successful in high school? Were you successful in grade school? Were you successful in college?’ Whatever that is, one of the big drivers is fear of failure. Because I think that they get up and they are going to go do the best they can because they’re just competing with themselves.”

See More of John’s Interview:

How a Sales and Marketing Leader Deploys AI for an Exceptional Customer Experience


Brand Promise vs. Brand Experience: How to Deliver a Frictionless Customer Journey



New call-to-action


Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.


Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.


Prior to joining SBI in 2009, Matt spent eleven years leading sales and marketing teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.



Read full bio >