Why Your ICP is Wrong—And How to Fix It with Dan Sylvester
March 27, 2025
In this episode of Revenue Insights, host Adam Roberts, Sales Director at Ebsta, speaks with Dan Sylvester about the evolving dynamics of B2B sales and customer success. Dan shares insights on aligning value across teams, balancing automation with human engagement, and redefining ideal customer profiles for sustainable growth. With extensive experience in revenue leadership, he specializes in optimizing customer journeys, scaling high-value activities, and driving measurable outcomes. This episode offers key takeaways for revenue leaders looking to enhance sales efficiency, improve customer advocacy, and adopt smarter growth strategies.
In this episode of Revenue Insights, host Adam Roberts, Sales Director at Ebsta, sits down with Dan Sylvester, SVP of Revenue at SundaySky to explore the evolution of B2B sales and customer success. Dan shares insights on the growing importance of personalized video content, maintaining brand consistency while democratizing content creation, and redefining customer success beyond surface-level metrics. He highlights strategies for aligning internal stakeholders, leveraging AI for efficient growth, and adapting go-to-market strategies for sustainable success.
With extensive experience in revenue leadership, Dan has played a key role in shaping customer engagement strategies. His expertise spans content personalization, customer journey mapping, and value-driven sales approaches. This episode provides valuable takeaways for revenue leaders looking to enhance customer retention and scale efficiently in the modern B2B landscape.
- Dan Sylvester on LinkedIn
- SundaySky website
- Adam Roberts on LinkedIn
- Ebsta Revenue Insights Newsletter
Time Stamps:
- [00:00] Intro
- [01:12] Understanding Sunday Sky's Video Personalization Platform
- [05:37] Aligning Value Across Marketing, Sales and Customer Success
- [08:55] The End of Growth at All Costs: New Market Dynamics
- [13:10] Personalization in Modern Customer Engagement
- [16:18] Balancing Content Creation with Brand Control
- [19:50] Measuring Content Effectiveness Beyond Vanity Metrics
- [22:20] Building an Effective Customer Success Framework
- [28:20] Redefining ICP Beyond Demographics
- [31:23] Future Challenges in Go-to-Market Strategy
- [35:45] Key Takeaways: Setting Realistic Expectations
Highlights:
Aligning Value Across Teams
Dan Sylvester highlights how misalignment between marketing, sales, and customer success creates friction and missed expectations. To drive growth, companies must define a clear North Star value proposition and ensure consistency throughout the customer journey. Aligning value with customer expectations boosts sales efficiency and advocacy.
Dan Sylvester highlights how misalignment between marketing, sales, and customer success creates friction and missed expectations. To drive growth, companies must define a clear North Star value proposition and ensure consistency throughout the customer journey. Aligning value with customer expectations boosts sales efficiency and advocacy.
The End of Growth at All Costs
Adam Roberts notes that scaling through headcount alone is no longer viable. Organizations must balance automation with human engagement, prioritizing high-value activities. Many customers now prefer self-service options, making it crucial to optimize technology while maintaining meaningful relationships.
Adam Roberts notes that scaling through headcount alone is no longer viable. Organizations must balance automation with human engagement, prioritizing high-value activities. Many customers now prefer self-service options, making it crucial to optimize technology while maintaining meaningful relationships.
Building an Effective Customer Journey Framework
Successful customer journeys must align with value outcomes like transformation, efficiency, and ROI. Companies should map internal processes to customer expectations, track progress through collaboration, and use automation with human oversight to drive results.
Successful customer journeys must align with value outcomes like transformation, efficiency, and ROI. Companies should map internal processes to customer expectations, track progress through collaboration, and use automation with human oversight to drive results.
Redefining Ideal Customer Profiles Beyond Demographics
Sylvester emphasizes looking beyond firmographics when defining an ICP. Companies should identify key attributes that signal strong value alignment, targeting prospects likely to achieve faster time-to-value and long-term success.
Sylvester emphasizes looking beyond firmographics when defining an ICP. Companies should identify key attributes that signal strong value alignment, targeting prospects likely to achieve faster time-to-value and long-term success.
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