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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
 
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Chris Aubuchon is the director of customer success at Cycle.io, which helps companies deploy modern cloud container orchestration. We each had a homework assignment for this podcast; to read the book, Product-led onboarding: How to turn new users into lifelong customers by Ramli John and Wes Bush. Guest what we talked about? More about Chris: On Li…
 
Howard Tiersky is the CEO and founder of FROM, The Digital Transformation Agency, that helps companies grow revenue across digital channels by supporting the customer journey and resonating with today's hyperconnected audience. He has a new book out called Winning Digital Customers: The antidote to irrelevance. We talked about the three main themes…
 
Kristi Faltorusso is the VP of Customer Success at ClientSuccess where she is helping to shape the direction of customer success. Kristi is also a founding member of Gain, Grow, and Retain, advisor to numerous organizations and software companies, plus a top 25 customer success influencer. Prior to all of this, Kristi built and ran customer success…
 
This excellent Linkedin post from Ziv Peled, chief customer officer from AppsFlyer, shows a predictive relationship between NRR and future ARR. Specifically, the stat is 130% NRR predicts a 5X increase in ARR in 5 years when you add a 15% YoY growth in new bookings. The numbers Ziv also shared shows that NRR of 90% or even 100% related to single di…
 
Frank Zinghini is the CEO of Applied Visions, a custom application development company that helps his customers build software applications. How do you persuade potential customers to buy software that hasn't yet been built and will not (or may not) deliver results for weeks or months or even years into the future? And how do you do this, when each…
 
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…
 
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…
 
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…
 
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 …
 
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…
 
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…
 
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 …
 
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 …
 
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…
 
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…
 
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…
 
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 …
 
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…
 
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…
 
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…
 
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…
 
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…
 
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…
 
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…
 
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…
 
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…
 
Dave Lorenzo is the guy who can share all the inside business success secrets. Want to close a deal in 60 seconds? Dave’s the guy. Want to open the door to a Fortune 500 CEO, Dave’s the guy. Want to make more money and get home on time for dinner? Dave is definitely the guy. His book is The 60 Second Sale: The Ultimate System for Building Lifelong …
 
Holly founded Spark + Co. in 2007 after over 20 years in training + development roles. Since 2007 Holly has been the project lead on over 70 training projects, most with online or elearning components. She’s done this for corporate, public sector, and non profit clients in both Canada and the U.S. Holly was recently acknowledged as an Articulate Su…
 
Dave Duke is the chief customer officer and co-founder at MetaCX, Host of the Revenue Revolutionaries podcast and two-time Helping Sells Radio guest (Ep 95). Mathew Sweezey is the director of market strategy at Salesforce and author of the Harvard Business Review Press book, The Context Marketing Revolution. We talked to Dave and Mathew about a new…
 
Colin Bryar owned the P&L for Amazon Associates (affliiant links) and the Amazon Product API (the first commercial amazon SDK that allowed developers to build applications on Amazon. He left as VP and the COO for IMDB.com, subsidiary of Amazon.com He is now an advisor, co founder of Working Backwards with Bill Carr and Co-Author of the book Working…
 
Bill Carr is a former 15 year Amazon veteran who was the founder and world wide leader of Amazon Prime Video, Amazon Studios, and Amazon Music. He is now an advisor and speaker and author of the new book, Working Backwards: Insights, Stories, and Secrets from Inside Amazon, which is out now. We talked about what it was really like to build and work…
 
Wes Schaeffer is sales trainer and marketing consultant, who also helps his customers implement software. He is a HubSpot Gold Partner and Infusionsoft partner of the year. Wes has also produced The Sales Podcast since 2013 and his latest book is called the Sales Whisperer Way. We talked to Wes about: Make it easy for customers to buy How to succee…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about making the case for customer succ…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about the second greatest book of all t…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about the inner game of customer succes…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about how to be the most valuable emplo…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about seeking first to understand. Espe…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about influencer marketing in enterpris…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about account-based marketing as a cust…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about helping your customers buy. Don’t…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about letting customers go. Don’t forge…
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about this adage: Using the system you …
 
We are taking Christopher Lochhead’s advice and trying the world’s first customer success podstorm. You’ve heard of a tweet storm. Well…this is a podstorm. 30 days of strategies and ideas to help you grow your customers so you can grow your companies. And maybe even grow your career. In this podstorm, we talk about changing the way we sell by selli…
 
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