CSO Insights found that of companies that push through a CRM software implementation, less than 40% of organizations achieve full scales end-user adoption. That is what Brandon Bruce, COO and Co-founder of Cirrus Insight, tells us in this episode of Helping Sells Radio. We talk about why software projects fail and how to turn them around. He details all of this in his book, "The Shelfware Problem: A Guide to CRM Adoption."
We spend all of our time on Helping Sells Radio talking about how to help customers achieve outcomes. In this episode, we're talking about how to help employees be their best at work. Aubrey Blanche, Global Head of Diversity and Inclusion at Atlassian, talks about how creating inclusive workplaces helps teams perform at higher levels and do the best work of their lives.
Sangram Vajre, CMO and Co-Founder of Terminus, joined Helping Sells Radio to discuss how to drive revenue through account-based marketing. Sangram is also the author of Account-Based Marketing For Dummies and is the mastermind behind #FlipMyFunnel, which is on a mission to build the largest and most connected vendor-agnostic community of B2B marketing, sales and customer success professionals by leading them to become masters of their craft and heroes in their organization.
Heidi Gardner, Distinguished Fellow in the Center on the Legal Profession at Harvard Law School, joins Helping Sells Radio to discuss her book Smart Collaboration: How Professionals and Their Firms Succeed by Breaking Down Silos. Her research has shown that when professional services firms bring multiple teams in to help clients achieve outcomes beyond the original engagement, in many cases without billing some of the early discovery work by the additional teams, that the firm can actually increase revenue per client. This has staggering implications for customer success and professional services teams who should focus on helping customers beyond the singular reason they were hired in the first place.
In this episode we spoke to Tom Gerace, founder and CEO of Skyword, a leading content marketing platform and services company. Tom is a longtime entrepreneur and co-author of the book Storynomics: Story-drive Marketing in the Post-Advertising World. Tom joined us to discuss approaches to marketing and selling software in a post-advertising world.
Josh Harcus, renowned author and sales leader, and Kyle Jepson, Inbound Sales Professor at HubSpot Academy, joined Helping Sells Radio to talk about increasing revenue by teaching sales teams to call customers and ask, "what can I help you find?" In this episode we explore why most sales teams pitch themselves into a corner and how to re-frame sales conversations into helping opportunities.
Founders know that to have success, they need to sell — a lot. And quickly. Which is why their first hire is usually a salesperson. They want an expert to capitalize on any traction or buzz their early stage company has. Whitney Sales, General Partner at Acceleprise Ventures and creator of The Sales Method, joined Helping Sells podcast this week to talk about early-stage companies and why founders must learn to love selling.
In this episode we spoke to Tony Ulwick, Founder and CEO of consulting firm Strategyn, and pioneer in Jobs to be Done Theory and the inventor of outcome-driven innovation. He also holds six patents related to the processes around outcome-driven innovation and has helped clients generate billions of dollars in revenue growth using his methods. Ulwick joined Helping Sells Radio to share how to build new products and services that win in the marketplace by helping customers get a job done better.
Kristen Hayer, Founder and CEO of "The Success League," a customer success consulting firm that works with executives who are ready to build and develop a top performing customer success team, joins Helping Sells Radio to talk about why CSMs need to embrace data and learn to use it to create a seamless customer experience for their customers. Easier said than done, but Kristen has practical tips for CS teams keen to grow their impact.
In this episode, we chat with Close.io CEO and Co-Founder Steli Efti about how today's SaaS companies win by building software for the end users, not the buyers. Steli also discusses why so many organizations struggle with hiring really good sales leaders, how to convert a services business to a SaaS business, SaaS industry trends for 2018, and more.
Steve Portigal has interviewed everyone from high-finance traders to rock musicians, regular families to medical professionals, all in search of finding out how to make products better. "Great leaders are not territorial," he said in this episode of Helping Sells Radio. "They're looking for everything and anything that can help make their products better."
In his book, Interviewing Users: How to Uncover Compelling Insights, Portigal starts off by stating that "you are not the user". That is, that interviewers are not the users of the product and so shouldn't be involved in the user research experience.
"The whole purpose of the interview is to understand someone else's point of view, belief structure, the language they use, etc. in order to embrace their perspective," says Portigal.
In this episode, we spoke to Ken Hirsohn, past president, current treasurer, and longstanding board member of the Computer Education Management Association (CEdMA). Ken talked to us about running customer education operations at Alien Vault, ServiceNow, Salesforce, and Veritas (Symantec). He has run multi-million dollar education operations with education as a P&L, and in this episode, talks about the ever-evolving role of training and integrating customer training with the entire customer experience.
Keynote speaker, storytelling coach, and bestselling author Paul Smith joins Helping Sells Radio to talk about his book SELL WITH A STORY. If you want a practical explanation for how you can use stories to help your customers, this episode is for you. Paul provides many examples of how to use stories in the sales process, with existing customers, and even how brilliant it is to tell stories about people who are not even your customers.
Marty Cagan, founder and partner of the Silicon Valley Product Group and author of the book, Inspired: How to Create Tech Products Customers Love, joins Helping Sells Radio to talk about the new edition of his book, why product managers should fall in love with the problem not the solution, and whether Ben Horowitz is as hardcore in person as he is in his book, The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers.
This week's episode of the Helping Sells podcast features Boaz Moar, currently the VP of Customer Success at OpenGov. Boaz has spent more than 25 years leading customer success teams in a variety of industries and developed a new index metric CS pros can use to zero in on the customers that will help your grow and increase revenues in the future.
In this episode of Helping Sells, Boaz sat down with Bill and Sarah to talk about the Customer Maturity Index (CMI) and how companies can use it to help their customers be more successful with their products.
Greg Warner, Senior Technical Consultant at ServiceRocket, joins Helping Sells Radio to discuss how he helps customers avoid hurting themselves in their software projects. Or as Greg puts it, "Stopping them from running down the hallway with scissors." Greg also talks about how he helped a manager see his grandkids for the first time in months by helping him set up his work processes in Jira. Now that's an outcome.
Irit Eizips of CSMPractice explains that customer success is a two-way street between the customer success manager and the client. Both are accountable for achieving desired outcomes sought by the client.
In our latest episode of Helping Sells Radio, Nicolle Paradise, Senior Director of Client Experience at ADP explains how she uses data and customer feedback to help guide how ADP deals with customers. Nicolle is a "big fan" of looking at customer data to discover how they're really feeling about her products and company. She combines what customers tell her with what the data to get a holistic view of the customers.
According to ClientSuccess CEO Dave Blake, most customer success teams were focused on tactical activities like onboarding and renewals. But what about the in-between? In this episode, Blake shares how companies who want to drive value and successful outcomes with their customers can do so by working on the entire customer lifecycle.
Marcus Sheridan joins Helping Sells Radio to discuss his book They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer, which is a call for entrepreneurs, marketing and sales professionals to answer customer questions as a means for helping customers, building trust, and driving sales. It is a simple approach that most of your competitors would not dare dream of implementing.
Adam O'Donnell, co-founder and CEO of Successly Live, joins Helping Sell Radio to share what he learned from interviewing more than 200 customer success leaders. Adam and his team discovered some surprising insights about how many teams are using CS platforms (hint: it's way less than you probably think), the maturity of the CS industry, the most common reasons CS initiatives fail, and more.
Nichole Elizabeth DeMeré is a SaaS Consultant and Customer Success Evangelist, who takes startups from problem/solution fit to product/market fit, all the way through growth marketing and scalable customer development. We invited Nichole on the show to talk about why product managers should include customer success milestones in user flows and how product management can work better with Customer Success and use Customer Success milestones to help customers achieve their own journey.
Emilia D'Anzica, VP of Customer Engagement at WalkMe, has returned to Helping Sells Radio to talk about what to do when customers want to take an approach that customer success managers know will not lead to success, and how to educate customers on why they should take a different approach. In other words, Emilia wants CSMs to lead customers to success.
In this episode of Helping Sells Radio, Chris Doell, VP of Customer Success for the cloud security division of Cisco, talks about the importance of evaluating software vendors on four post-sales criteria in addition to price, features, benefits, and product fit, which most software buyers already focus on. Doell says these four criteria are hardly ever in RFPs that he receives from buyers, but you can bet they are in all of the RFPs that he sends to vendors. We dive into these four criteria with Doell to help you improve how you evaluate software companies.