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Helping Sells Radio

Helping Sells Radio is the enterprise software podcast about helping customers discover, adopt, and thrive using your software. Host Bill Cushard talks to experts in software adoption, customer success, sales, marketing, customer training, and more. Subscribe and listen to get insider tips for leveraging "strategic generosity" to grow your software business. Brought to you by ServiceRocket Media.
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Jun 25, 2019

Change is great. You go first. That's the first thing I thought about when Todd said, "Everybody wants to grow, but no one wants to change." That quote came from Todd Hockenberry's book, Inbound Organization: How to Build and Strengthen Your Company’s Future Using Inbound Principles. What does this have to do with helping sells? Everything. The entire philosophy of inbound marketing is based on the premise of being helpful...producing helpful and educational marketing that gives value first, educates people, and draws people in. But inbound is not just about marketing. Or even sales. As Todd talks about on the show, what if you marketing and sales teams are practicing educational and helpful inbound marketing and selling techniques, but then customers sign up and the rest of the organization (think customer success, legal, support teams) do not? Easy, you start to lose trust with customers and might even lose their business. The entire organization must learn to embrace inbound principles.

"How?" You might ask. 

Todd gives one good example. What if a legal team could ask themselves, "How could we make our terms and conditions easy for customers to understand and useful enough that customers would want to sign them?" This can happen. With the right attitude and the right organizational culture that embraces a helpful approach to all customer interactions. 

This is how organizations can change, do something new, in order to find new customers and create new markets. 

Learn more about Todd Hockenberry:

We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com

Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts:

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We'd love it if you'd:

  1. Write a review where ever you get your podcasts.
  2. Tweet us using the hashtag #HelpingSells.
  3. Comment below.

Thank you for listening to the show.

Jun 18, 2019

The purpose of customer success is to turn customers, who desire value and have bought your product, into customers who are getting value from your product. This according to Rick Adams, author of Practical Customer Success Management: Best Practice Framework for Rapid Generation of Customer Success. Since that is the purpose, customer success managers (CSMs) should focus their energy close this gap and help customers realize the value they were promised when they bought your product. Rick's book is written specifically for CSMs and lays out a framework for how a CSM can be successful at the job of customer success.

In just one example for a competency that CSMs should master, and we talked about this in the show, is that the CSM should proactively seek further sales opportunities. This is a critically important competence. It doesn't mean CSMs should have a quota, and it's not an argument for who should own the renewal. It does mean that a CSM, who wants to be good at their job and maximize their contribution to the organization, should constantly be on the look out for opportunities to expand relationships with customers and even bring in new customers. Even if all that means is they'd then introduce that existing or new customer to the sales team and say, "I think there is a new opportunity here. I'd like to introduce you to ________." This is what a professional CSM should be among the other competencies that Rick describes in his book. 

Learn more about Rick Adams:

 

We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com

Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts:

Apple Podcasts

Stitcher

Spotify

Follow us on Social Media:

ServiceRocket

YouTube

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Bill Cushard

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Tell us what you think of Helping Sells Radio

We'd love it if you'd:

  1. Write a review on Apple Podcasts. https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333
  2. Tweet us using the hashtag #HelpingSells
  3. Comment below.

Thank you for listening to the show.

Jun 11, 2019

Irene Lefton, customer success advisor and co-chair on the governing council of the Customer Success Leadership Network joins Helping Sells Radio to talk about the things we fail at creating and implementing customer journey maps. She wrote an article called, Five Common Failures of Customer Journey Maps. In this episode we unpack her article and one over arching theme is creating a journey detailed enough so we can create a predictable customer experience, but flexible enough so as not to become so rigid that we cannot respond to customer needs. 

Learn more about Irene:

Tell us what you think of Helping Sells Radio

We'd love it if you'd:

  1. Write a review on Apple Podcasts or where ever you get your podcasts. 
  2. Tweet us using the hashtag #HelpingSells
  3. Comment below.

Thank you for listening to the show.

Jun 5, 2019

We talk about customer advocacy, but we rarely talk about employee advocacy. When you think about it, who has more of an affinity for your company than your employees? Why not enable employees to advocate for your company. If we really believe the mantra, "if we take care of our employees, they will take care of our customers," then why not advocate for our employees and help them build their personal brands along the way. Glenn Gaudet, founder and CEO of GaggleAMP, the first employee advocacy platform designed to leverage employees and supercharge your marketing efforts, joins Helping Sells Radio to help you help your employees take care of your customers. 

 

Learn more about Glenn:

GaggleAmp website: https://www.gaggleamp.com/helpingsells

Glenn's book: https://www.amazon.com/Connection-Community-Conversation-Making-Business/dp/0615555160

On Linkedin: https://www.linkedin.com/in/glenng/

Glenn on Twitter: https://twitter.com/glenng

GaggleApp on Twitter: https://twitter.com/GaggleAMP

 

We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com
Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio and rate and review wherever you get your podcasts:

Apple Podcasts

Stitcher

Spotify

Follow us on Social Media:

ServiceRocket

YouTube

Twitter

Facebook

Linkedin

Instagram

Bill Cushard

Twitter

Linkedin

Instagram

May 29, 2019

Mary Poppen, Chief Customer Officer at Glint (now part of Linkedin) joined Helping Sells Radio to talk about how she implemented a low-touch, self-service customer success model and increased NPS at the same time. It seems counter intuitive that a company can do this. Most of us might think customers would want more service, more hands-on service, and more personalized service. But guess what? Mary listened to customers and guess what they said. Just guess. They said, "We want you to help us be more self-sufficient." Mary listened. Mary delivered. 

Mary also talked about this during her talk at Gainsight Pulse Conference. But we got to the detail. 

Irit Eizips of CSM Practice helped and co-delivered the Gainsight Pulse Conference talk with Mary. We talked to Irit about it at Pulse. Here is a link to her episode (#120): https://podcasts.apple.com/us/podcast/120-gainsight-pulse-2019-irit-eizips-says-customer/id1080713333?i=1000439320196

Learn more about Mary:

May 27, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Keith Mattes, Gainsight administrator and program manager at Pearson. Keith talks about how he connects Gainsight, Salesforce, and Jira together to improve the overall customer experience. 
 
Learn more about Keith:
 
https://www.linkedin.com/in/keithmattes/
May 27, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to David Sakamoto, VP of Customer Success at GitLab. At his conference talk, David gave people a recipe for “how” to instill a culture of customer success throughout an organization. And if it can be done at a 100% remote company, it can be done at yours.
 
Learn more about David:
 
On Linkedin:
https://www.linkedin.com/in/dsakamoto/ 
May 27, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Guilherme Lopes, co-founder of RD Station. He came all way from Brazil to be at Pulse for the fifth time  to attend and to give a talk. He is part of the conference now. We talked to Guilherme about why he is stepping down as the leader of the 150 person customer success organization to lead a small group of 5 people inside his company’s product team. He made this switch because he believes strongly that he can capture his company’s next wave of growth by driving a product-led growth strategy. 
 
Just one more example of how customer success and product are colliding in service of the customer experience. 
 
Learn more about Guilherme:
 
On Linkedin: 
https://www.linkedin.com/in/guilhermefigueiredolopes/
May 27, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Beatriz Datangel, who runs product at TruSTAR. The customer success category is expanding and Beatriz  is at the leading edge….because as she says, “you cannot have a customer succeed with the right product.” 
 
Learn more about Beatriz:
 
On Linkedin: 
https://www.linkedin.com/in/bzdata/
May 26, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Aaron Thompson, general manager at Success Hacker. We walked around the expo floor, talked to a few people and even had a cameo from Nick Mehta, CEO of Gainsight. 
 
Learn more about Aaron:
 
On Linkedin: 
https://www.linkedin.com/in/athomps/
May 26, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Mike Sasaki, Head of Customer Success at Mitek Systems. His company is participating in three conferences at the same time in San Francisco, and he chose to attend Gainsight Pulse 2019.
 
Naturally. 
 
Learn more about Mike:
 
On Linkedin: 
https://www.linkedin.com/in/sasakimike/
May 26, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Sumeru Chatterjee, head of customer education at Gong.io. He is two weeks on his new job and took the valuable time to attend the Gainsight Pulse Conference 2019. 
 
Learn more about Sumeru:
 
On Linkedin: 
https://www.linkedin.com/in/sumo/
May 26, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Star Hofer, director of customer success at eCompliance. She has been to Pulse five times and still has things to learn. She came this year to focus her learning on how customer success and sales can work together better. 
 
We also took a topic diversion…Star was scheduled to run a 50 mile ultra marathon in Ontario one day after Pulse. Naturally, we had to ask her about that.
 
Learn more about Star:
 
On Linkedin: 
https://www.linkedin.com/in/starbedwards/
May 26, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Gereint Collier, customer success lead at ITGL. What’s different about Gereint’s customers role is that his company is an authorized Cisco partner so they do customer success for someone else’s software. What’s the same is that Gereint is supporting customers by helping them achieve outcomes. It helps that Cisco is driving customer success through the partners and ITGL is leading the effort. 
 
Learn more about Gereint:
 
On Linkedin: 
 
https://www.linkedin.com/in/gereint-collier-31bbab26/
May 25, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Kolten Keeney, director of customer success at Comcate. Kolton talks about selling and servicing SaaS software to government agencies and how customer success plays a role in helping government achieve outcomes. 
 
Learn more about Kolten:
 
On Linkedin: https://www.linkedin.com/in/koltenkeeney/
May 25, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talk to Nils Vinje, who has been to every…single…Pulse. That is rarefied air. Nils reminds us that in order to become advanced at customer success, teams need to master the fundamentals. This is an important point…Advanced = Fundamentals. 
 
Learn more about Nils:
 
Glide Consulting: https://glideconsultingllc.com
 
On Linkedin: https://www.linkedin.com/in/nilsvinje
May 25, 2019
We took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. 
 
In this episode, we talked to Irit Ezips, CEO of CSM Practice. She gave a talk with Mary Poppen, Chief Customer Office at Glint, about implementing a low touch, scalable customer success model and increasing NPS. Irit talked about her framework and Mary talked about how she applied it to increase NPS 40 points. 
 
Learn more about Irit Eizips:
 
CSM Practice: https://www.csmpractice.com
 
On Linkedin: https://www.linkedin.com/in/eizips/
May 21, 2019

It's easy to say that we care about customer adoption, that our priority is to help customers adopt our products. The problem is that customer/product adoption is meaningless. Or at least it's too vague to be useful. It's not like we can run a report on adoption, can we? Megan Macaluso, VP of Strategic Development at ESG joins the show to talk about how we can measure adoption...more precisely. Not only does she lay out specific measurable customer adoption metrics, but she explains that the best way to learn what customers value (and therefore what to measure) is for customer success teams to pay attention to what customers are saying, look for patterns, and turn those patterns into hypotheses that the product teams (or data science team) can test. This is how we turn anecdotal data into objective data. 

Too often we get dismissed when we bring up anecdotal stories like, "Customers hate the new green button." Product teams scoff and think to themselves, "You had two whole conversations about the green button? Wow. It must be a real problem." The right way to handle this problem is for the customer success team to say, "We have a hypothesis: This green button is causing customers to not perform that action. Could we test that?" A good product team should respond positively to that. But, advises Macaluso, we have to "pay attention to those indicators."

In short, pay attention. Be a hypothesis machine. 

Learn more about Megan:

 

May 18, 2019

Win/Loss reason is a simplistic way to report in wins and losses, according to Alan Armstrong, founder and CEO of Eigenworks. What we really need to do is understand what was the decision, how was it made, what was the quest, how stable was that decision, were we at risk of losing, and in future deals like this, how secure can we be in our positioning? These questions help Alan get to the non-obvious surprising findings in both win/loss and churn/retention analysis. Let's face it, win/loss reasons never say you were outsold and win/loss reports from your CRM rarely tell the real story. In this episode of Helping Sells Radio, Armstrong explain how he digs deeper, talks to customers in the context of their story, to find out the real reasons they come to you or leave you. It is almost never the reason you think it is. 

Learn more about Alan:

May 14, 2019

User adoption is not easy. We all know this, and yet we are doing ourselves any favors when we treat the customer go live date as the main goal of brining on new customers. Even if we are not doing it intentionally, we get so wrapped up in getting the customer up and running, we get to the go live date and allow ourselves to be relieved. "Whew! Now that that's over, we can move on to the next customer." We should be treating the go live date as the beginning, not the end. We talked to Jason Whitehead, CEO of Tri Tuns, specializing in customer success management and IT user adoption. He helps us understand how to break the mindset of "go live and go home."

Learn more about Jason:

Tell us what you think of Helping Sells Radio

We'd love it if you'd:

  1. Write a review on Apple Podcasts. https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333
  2. Tweet us using the hashtag #HelpingSells
  3. Comment below.

Thank you for listening to the show.

May 7, 2019

"Innovative, new products are difficult to understand and we have only seconds to help customers understand why they should care." According to April Dunford, author of the new book, Obviously Awesome: How to Nail Product Positioning so Customers Get It, Buy It, Love It, position is the way to do that. The way we look at this at Helping Sells Radio, positioning is a way to help customers discover that our product can uniquely help them solve a problem and/or achieve some outcome. Of course April says it much better that we can, and we had her on the show just to make sure. 

Positioning has been around for as long as marketing has...which is to say, it is not hip and cool, like conversational marketing or customer success marketing. But. It is one of the most important things a company can do to help prospective customers find you. Here is the big time problem that April is on a mission to solve: almost no one deliberately positions their product, and that turns out to be a huge mistake because when companies do not deliberately position themselves, customers do that for you and lump you in to what they already know. Every time you are in a battle with a competitor. Customer customer keeps saying, "You're like [ insert competitor ] but you don't have this (or that) feature." And you keep saying, "But we're not like [ insert competitor ]. Really. We're not." Then, it's too late. The customer has positioned you. April's book is a call to action for anyone who wants to tell customers who they really are. 

Position yourself or be positioned. 

Learn more about April:

Apr 30, 2019

We are all very smart people, and we want to use those smarts to help our customers. So, naturally, we define our customers' journey and then try to help our customers through that journey. Here's the thing. Just because we want this to be our customers' journey, doesn't mean it's the journey our customers want to take. Our customers have their own journey in mind, and they might not even know what they journey is yet. Go figure. Instead of defining the customer journey for our customers, Kia Puhm, founder and CEO of the DesiredPath, has created an intelligent framework for discovering and documenting our customers' "desired path" to using our products and then how to measure it. You will have many "ah ha" moments listening to this discussion and a few times you might even say to yourself, "Of course. It's so obvious now. I'm going to hire Kia's company to help my team do this."

And, I learned what a desired path is. It is a thing. 

Learn more about Kia:

Apr 24, 2019

I wanted to talk to Paul Rush, founder of Substantial, a digital product studio, because he has an important point of view on selling without being in hardcore selling. Like you, Paul does not come from a hardcore sales background. Although his background is computer science and your background is in post-sales, customer-facing roles, you both are selling everyday without being in sales. Whereas Paul is selling his company services to prospects, you are selling product features, service offerings, and especially selling renewals to your software. And yet we don't think of our selves as in sales. 

Please, if you learn one thing from this podcast learn this: You are in sales no matter what your job title is. And it's not that scary. Selling does not have to be about convincing people to buy from you. It is more about creating an environment that draws people to you and want to buy from you. There is science out there that indicates people buy from people they like. So all you have to do is increase the frequency at which you engage with customers. Be engaging. Be helpful. Be likable. If you do that, your customers will trust you more, and they will likely buy from you again. You will start making warm introductions between your customers and account executives at renewal time and (dare I say) you might help make these renewals with up sells.

I can't wait for you to listen to this episode. 

Learn more about Paul:

Tell us what you think of Helping Sells Radio

We'd love it if you'd:

  1. Write a review on iTunes. https://itunes.apple.com/us/podcast/helping-sells-radio/id1080713333
  2. Tweet us using the hashtag #HelpingSells

Thank you for listening to the show.

Apr 9, 2019

Philip Bourne, Non-Executive Director of CEdMA Europe, and former Senior Director at Symantec, joins Helping Sells Radio to talk about his new book, Technical Training Management: Commercial Skills Aligned to the Provision of Successful Training Outcomes.  The book is released on 8 April 2019 just in time for the CEdMA Europe Conference in London. CEdMA is the Customer Education Management Association. The main premise of Bourne's book is that we need to "develop and deliver results that provide the customer with an expected return on their IT investment (which, in case we forgot means investment in our products)." 

Get the book:
https://shop.bcs.org/store/221/detail/workgroup?id=3-221-9781780174808

CEdMA:
https://www.cedma.org/cedma-europe

Connect with Philip Bourne on Linkedin:
https://www.linkedin.com/in/philip-bourne-01a4a32/

Connect with Philip Bourne on email: 
Bournesinuk@btinternet.com

Apr 3, 2019

Many of us are growing their teams, and if you are like me, our instinct is to hire people near us. Me personally...I have a slight fear of finding someone remotely. There is a lot of trust that is necessary, and frankly, since I do not have my processes documented as well as they should be, it is daunting to hire remote help and believe they can deliver what I need. Not because the remote worker is not capable because I am not organized enough to set the right expectations and provide the right resources for a remote worker to be successful. That is on me. But after I spoke with nathan Hirsch is the co-founder and CEO of FreeeUp.com, I have an entirely new perspective and confidence that I can build and manage a remote team and grow like crazy. This episode is about helping you create a process for hiring, building, and leading a remote team. There is talent everywhere. 

Learn more about Nathan:

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