show episodes
 
Helping Sells Radio is the enterprise software podcast for people who want to help customers achieve outcomes with software. We talk to technology professionals who work all over the customer journey, from marketing and sales to customer success and professional services, to unpack innovative ways people are taking a helpful approach with customers. Brought to you by ServiceRocket Media. helpingsells.substack.com
 
Nice Work! A ServiceRocket Media podcast about the Atlassian ecosystem, features technologists, business experts, and other interesting leaders, thinkers, and voices in the Atlassian Ecosystem. The show is about the innovative and collaborative work people do using the Atlassian Suite. This podcast is produced by ServiceRocket Media, a division of ServiceRocket, a global software adoption company, based in Silicon Valley.
 
Business of Software is a place that brings together the brightest minds and greatest practitioners in software into one place. World-Class software leaders such as Joel Spolsky, Gail Goodman, Seth Godin, DHH, Dharmesh Shah, & Kathy Sierra come to teach everything except the code in how to scale great software companies that stay profitable in the long term. Expect the latest thinking and fresh perspectives from some of the world's leading software practitioners. Stay up to date and hear abo ...
 
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show series
 
Mark Harari is the best-selling author of Lobster on a Cheese Plate: How to Stand Out, Attract the Best Clients, and Win Every Sale That Comes Your Way. In his 20+ years in marketing, he’s won numerous awards for web design, video, copywriting, print advertising, and more. So, what’s his specialty? Simple: generating leads. We talked about his meta…
 
In this conversation with Fall 2021 and USA 2019’s BoS speaker Teresa Torres, Mark Littlewood digs into her latest on customer discovery and what to expect in her new book and her BoS Fall talk Continuous Discovery Habits. To be part of BoS Conf Fall 21, sign up now at businessofsoftware.org/fall --- Send in a voice message: https://anchor.fm/busin…
 
Shreesha Ramdas is SVP & GM at Medallia, which acquired the company he co-founded, Strikedeck, a leader in Customer Success Automation. Shreesha is a multi-time company co-founder including LeadFormix (acquired by CallidusCloud) and OutJoin. We talked with Shreesha about what it means for a customer success organization to be outside in versus insi…
 
Nick Amabile is the Owner and CEO of DAS42, a US consulting firm comprised of data analysts, scientists, business professionals, and engineers who provide end-to-end data services—including data strategy, tech stack integrations, application implementation, and enterprise analytics training. Nick’s FullStack Philosophy is centered around the two co…
 
In this talk from BoS Europe 2019, Sarah discusses why Dressipi started as a B2C play but the data it collected on customers has a much higher value to fashion retailers as it enables them to forecast demand more effectively and reduce their unsold inventory. You will leave with ideas to stimulate creative, data-driven, approaches to problem solvin…
 
Theresa Lina is the author of the bestseller, Be the Go-To: How to Own Your Competitive Market, Charge More, and Have Customers Love You for It. She is also a long-time Silicon Valley business strategist and practitioner who specializes in helping companies become differentiated, innovative, and more profitable market leaders. As founder and presid…
 
What is the world of tomorrow going to look like? They say to find out what life is like in 20 years time, ask a current 10 year old as they are the future and what matters to them may not be the same as what matters to current adults. In this talk from BoS Conf Online Europe 2020, Rita McGrath looks at early warning scenarios and discusses with a …
 
Anthony Blatner is a tech founder, ex-IBMer, and the founder of Speedwork Social, a top LinkedIn advertising agency. After watching a lot of companies with great products or services fail because of ineffective marketing, Anthony started Speedwork Social to help those businesses unlock their B2B marketing potential and achieve explosive growth. He …
 
Jeff ‘Tall Jeff’ Szczepanski from Stack Exchange delivers a talk on his experiences of what happens when you think about and manage sales like you would manage a great development team. Don't forget to sign up for the BoS Newsletter and keep up to date with everything going on at BoS. Visit businessofsoftware.org and click Subscribe! --- Send in a …
 
David Duncan is a managing director at Innosight, where he works with leaders to create customer-centric teams, strategies, and organizations. David is a featured speaker and author on customer-centricity, innovation, and growth. He is the coauthor of two previous books, including the Wall Street Journal bestseller “Competing against luck: The stor…
 
In this talk from BoS Conf Online, Radhika talks about where iteration goes wrong, Methodologies such as Lean and Agile have democratized innovation by teaching us to harness the power of iteration to innovate faster, but our ability to set a clear destination hasn't kept up with the pace. When we iterate without a clear vision or strategy, our pro…
 
David Dulany is the founder and CEO of Tenbound, a research and advisory firm focused and dedicated 100% to sales development performance improvement. He is also author of "The sales development framework: How to build and scale highly productive sales development program." We talked about his book, naturally, but we talked a lot less about the art…
 
Having a dialogue with your customer is worth so much more to you and your business than anything else; and the most important thing that you need to know is how to work out what your sales proposition is, what your story is. This talk from BoS Conf USA looks at The reason you should be talking to your clients, not just emailing them, not just blog…
 
In this episode, Bill Cushard talks about the difference between defensive customer success and offensive customer success; and how to move from one to the other. Most software companies probably engage in defensive customers success, which is designed to retain customers. High-performing software companies engage in offensive customer success and …
 
Fly in the face of what is often perceived as wise strategy and hear how building new features does add value to your product with Stack Overflow Founder Joel Spolsky. For more great talks, visit businessofsoftware.org and join thousands of other smart folk enjoying the benefits of the BoS community. --- Send in a voice message: https://anchor.fm/b…
 
Three-time Helping Sells Radio guest Donna Weber is back with her new book, Onboarding matters: How successful companies transform new customers into loyal customers. You know that expression, "an ounce of prevention is worth if pound of cure?" Well, that's what onboarding is; a proactive prevention prescription for customer success. Whatever your …
 
What works for one company might not work for another; but other peoples mistakes are worth taking note of. In this talk, ServiceRocket's Rob Castaneda discusses the mistakes he made that could help you in your business. For more great talks, viist businessofsoftware.org and sign up to the free newsletter for all that BoS goodness direct to your in…
 
Wayne McCulloch is one of the world’s leading customer success experts and a Top 100 Customer Success Strategist. Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused role…
 
Here's a lesson in customer education. Coinbase is hiring a director of content to "Make Coinbase *the* place to go to learn about crypto in a way that is easy to understand and approachable." Two observations: Coinbase aims to "create a market" of crypto investors, Wall Street analysts, journalists, policy makers and regulators in order to grow th…
 
Software companies are often torn between meeting customer needs and product velocity. A well-designed ecosystem allows you to do both. Companies with flourishing ecosystems have several competitive advantages – moats, product development, customer advocates and more. Building and maintaining an ecosystem requires a clear plan and a systematic appr…
 
Mickie Kennedy is the Founder and President of eReleases, the small business leader for press release distribution, now celebrating 22 years in business. He is an expert at helping small businesses increase their visibility and credibility and he’s here today to share some valuable insights. We talked about how to increase credibility using press r…
 
Brianna Wu is head of development at Giant Spacekat, a company specialising in cinematic experiences using the Unreal Engine. She’s known as a frequent speaker on women in tech issues, and is an advocate for increased diversity in the games industry. In this talk from BoS USA, Brianna looks at what we can do to start helping women in tech. For more…
 
This is Rav Dhaliwal's second appearance on Helping Sells Radio. See Episode 208. Rav is an investor and venture partner at Crane Venture Partners. He previously led customer success organizations at Slack, Zendesk, and Yammer, and before that support at Salesforce and IBM. We talked about his latest article, "The missing piece of software sales" i…
 
Jonathan L.S. Byrnes is a senior lecturer at MIT and acknowledged authority on profitability management. His extensive experience spans virtually every industry, including healthcare, transportation, software, retail, financial services, distribution, and others. He is chairman of Profit Isle, a SaaS solution that enables ongoing profit growth. Jon…
 
Should you or shouldn’t you listen to your customers? Do they know what they want or just what they think they want? Famously, pre-automobile era, people didn’t want a car, they wanted faster horses. So how do know when to listen to your customer feedback and when not to? For more great BoS Talk, visit businessofsoftware.org --- Send in a voice mes…
 
Ian Bower is the founder of Graphic Rhythm, an innovative graphic design firm that helps small businesses build customer confidence and loyalty through strong visual content. We talked about the importance of bolting a design agency to your business, how to create images that convert, and most importantly for me, how to communicate effectively with…
 
Anika Zubair is the VP of customer success at InSided, a customer success community platform aimed at customer success teams and community professionals looking to increase engagement, advocacy, and effectively gather product feedback. Anika is also co-Founder and community leader at the London Customer Success Meetup. I'm not done. She is host of …
 
Just a few days into the 2020 Coronavirus pandemic, Wildbit's Natalie Nagele and Balsamiq's Peldi spoke at BoS Europe Online about how even fully remote companies who have been doing asynchronized work for decades have had to change their ways of working when the pandemic hit. For more great talks and insights, sign up for the BoS newsletter at bus…
 
Ross Fulton is the founder and CEO of Valuize, which builds customer success strategies and operations that help companies grow their customers and revenue at scale. We talked about product adoption as a means for helping customers achieve the value they sought when they bought our software. In other words, product adoption is not the goal. Product…
 
In this talk, Bridget Harris (co-founder YouCanBook.Me) lays out a framework for making sure you hire the right people. Create a company that you want to work for, and aim to hire people who want similar outcomes as you – then document it, describe it, defend it, talk about it, share it, and make decisions based on it. For more great talks, visit b…
 
Bruce Bower is the founder & CEO of Swytchback, an insights platform authoring lightning-fast, engaging & gesture driven surveys grounded in proven research principles. We talked about how he pivoted his company from a wishlist product designed to connect people and sell products to an insights survey tool design to collect preference data. They to…
 
Back in 2010, Scott Berkun had a ‘wonderful and a horrible’ idea. He thought he’d go get a job as project leader at WordPress. This is his story… For more great talks and articles from the leaders of SaaS, sign up for the BoS newsletter at businessofsoftware.org/updates --- Send in a voice message: https://anchor.fm/business-of-software/message…
 
Bob Moesta is the founder, president and CEO of the Re-Wired Group, which specializes in demand-side innovation, changing buyer behavior and helping customers make progress. Bob is also an author and has written this book: Demand-side sales 101: Stop selling and help your customers make progress. I first learned about Bob from a talk he gave at the…
 
In this talk, April is going to teach you the difference between selling and helping customers buy. She will show you the different types of pitches to use and the pros & cons of each, and why Point of View pitches work so well. For more great BoS Talks, visit businessofsoftware.org or sign up for the free newsletter at businessofsoftware.org/updat…
 
Joel Gascoigne, co-founder of Buffer, shares some of his thoughts on the advantages and disadvantages of building a business while sticking to the core principles that he and his partner Leo set out when they founded the business. Can such a highly distributed, radically transparent approach to building a business pay off in the long term? For more…
 
Emilia D’Anzica is the managing partner & CEO at Growth Molecules, which helps companies grow with strategic programs, scalable systems, and enabling teams to lead customers down the path of proven value. Emilia is also a co-board member with me on the Customer Success Leadership Network (CSLN). This is Emilia’s fourth appearance on Helping Sells R…
 
Yes Ep 60 is our 100th Podcast episode - thanks to a re-launch in 2020 where we reset the counter - so what better time to sit down with Business of Software's CEO Mark Littlewood to get the full story of BoS and his story building a community. Don't forget to sign up top the BoS newsletter and get regular doses of BoS Goodness right to your inbox.…
 
Dana Alvarenga is the director of customer experience at SlapFive, a customer marketing platform that helps capture the voice of the customer and then spread it throughout our organizations. We talked about customer marketing, which is a much broader and important discipline than most of us think. It involves advocacy, reference programs, and conte…
 
Jason Fried is co-founder of Basecamp, a private company based in Chicago that builds the best web tools possible with the least number of features necessary. The launch of Hey, Basecamp's new email service, has become one of the most talked about product launches of 2020- not least because of the very public fight with the Apple store. In this tal…
 
Chris Hickens is the co-founder and CEO ’nuffsaid, a workflow intelligence company working on some interesting things to help customer success managers and other teams sift through everything people are working on and decide what to focus on work on next. We talked about a blog post he wrote recently that really blew my mind called, “Is your low-to…
 
People talk a lot about scaling SaaS, or scaling your hiring or culture. But what about marketing? How does your Marketing need to develop in line with the rest of the business? Andrus Purde was head of marketing at Pipedrive, a simple tool that helps small teams get their sales organized. He is currently Co-founder and CEO of Outfunnel (a sales ce…
 
Guy Nirpaz of the founder and CEO of Totango, a leader in the customer success space. Guy has recently led Totango through a transformation from a sales-led to a product-led growth strategy and has seen tremendous growth of over 300%. He recently posted about it on Linkedin and that’s what we talked about. More about Guy and Totango: Totango.com Gu…
 
Security auditing says to your customers, “we are aware of the vital importance of cyber security, we are working on it, and we are continuously improving.” Jenna Waters is a Cybersecurity Consultant at True Digital Security where she specializes in assisting clients with cybersecurity program development, cloud security, and threat intelligence. S…
 
Culture is reinforced by strong leaders with a willingness to address some of the daily things that let emotional triggers prevent us from building a great company. Promise is building a loyal team at tap influence, innovating in a product area that's entirely uncharted, and helping evolve how businesses get heard by consumers. Prior to TapInfluenc…
 
Mathew Sweezey is the director of market strategy at Salesforce and author of The context marketing revolution: How to motivate buyers in the age of infinite media. We talked about a changing world of marketing and how Mathew is proposing a new definition of marketing based on the shift from a limited media environment to one of infinite media. He …
 
Marija Skobe-Pilley is customer success manager of EMEA at Intelex Technologies, founder and host of Women in Customer Success Podcast, Certified Customer Success Manager Level 4 (CCSM4) (the highest level), and a professional musician. We talked about her shift from being a professional musician to a technical customer success manager how art infl…
 
If you’ve ever worked with someone you didn’t trust, you will know why trust is important in the workplace. Teams that don’t trust each other don’t work well together. Much of the talk around ‘trust’ in business is misunderstood and lacks clear and actionable frameworks for you to make things better. Drawing on personal experience and a lot of stud…
 
Founder of TextChat, a highly personalized live chat tool that brings the timelessness touch of human connection to the sophistication of AI technology. TextChat makes website live chat as sociable and easy as texting with a friend, so you can stop missing messages and start closing sales. We talked about conversational design, conversational exper…
 
Brad Hamilton is the director of customer journey solutions at New Relic. He has held software leadership roles in technical training, partner enablement, product management, and customer success. He wrote a very good article called, A customer journey does not equal a user journey, which I think is funny because only product managers says user jou…
 
Poppy is a co-founder and CEO of Darktrace, a world-leading AI company for cyber defence, named Europe’s ‘Fastest Growing Super Scale-up’ by Tech Tour in 2018. Poppy was awarded an OBE (Officer of the Order of the British Empire) in 2019 in recognition of her services to cyber security. In this talk from BoS Europe 2019, Poppy will discuss how Dark…
 
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