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Almost all FAEs in North America and Europe have passed the ICON9.1 Checkpoint in the past 6 months. A mountain of case studies have been discussed with TSLs, transforming customer meeting observations into ideas that will enhance Channel performance.

Just one example: David Hill and Gregory Donzel both made excellent presentations, highlighting subtle ways in which meetings were changed through the appropriate and timely use of empathy. Framing their explanations with the Encounter Process, they were able to pin down the exact moments that the changes occurred – a great job of observation and clear communication!