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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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Aug 18, 2019

Becky Flint, co-founder and CEO of Dragonboat.io, joins Nice Work to talk about how to bring strategy and execution together in the product development lifecycle using a process called Responsive Portfolio Program Management (Responsive PPM). Dragonboat has a tight integration with Jira, and if Jira represents the execution cycle, Dragonboat represents the strategic cycle. We dive deep into Responsive PPM and how it can help product teams deal with the onslaught of competing priorities that they deal with every day... and keep their sanity.

Learn more about Becky and Dragonboat.io

 

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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Aug 14, 2019

Product demos are broken. They are either a 60 minute feature dump or completely ignore the buyer's needs. We've all been on demos like that. Some of us might have even delivered demos like that. Well, not us. Other people. What makes all of this worse is that most companies hold their demos hostage behind a form, leaving potential buys to ask themselves, "Do I give them my email address and phone number so they can hound me for 2 months so I can see a 60 minute feature dump?" Customer wish they could just do a little self-demoing. They want to learn. And they want to learn on their own terms. Why don't we help them do that. Greg Dickinson, founder and CEO of Omedym, helps us understand how we can help our customers buy with self-demos. Free the demo and help your buyers at the same time. 

Learn more about Greg:

 

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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  3. Comment below.

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Aug 11, 2019

Keith Mattes, senior program manager / Gainsight administrator at Pearson, joins Helping Sells Radio to talk about how reduce support case resolution connecting Jira and Salesforce. Along the way, he also broke down silos by connecting development teams with customer support teams. He did this in the face of organizational resistance. As in most organizations, there are barriers to trying new things, especially connecting systems and integrating data across them. On the journey to overcome this resistance, Keith asked a lot of questions, questioned the status quo (politely, we might add), and got Jira and Salesforce connected. There is a lesson here in challenging the status quo with questions...it helped that Keith was new to the teach and could ask the "Huh" and "Why" questions that most people, who have been on a team a long time, can be afraid to ask. But this is how change is done. 

Keith used ServiceRocket's Connector for Salesforce & Jira to do this, you can learn more about one the Atlassian Marketplace. 

Learn more about Keith:

 

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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Follow us on Social Media:

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Tell us what you think of Helping Sells Radio

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.

 

Aug 7, 2019

Chad Sanderson has been leading sales and marketing teams to success for over 20 years through his proven and predictable ValueSelling Framework. Chad, who has been named a Top 5 Emerging Training Leader, has worked in sales, built teams, and achieved targets -- both within organizations and as a consultant. He cuts through the outdated, theory-based “fluff” so often attributed to sales training, and gets down to the nitty-gritty with a raw, no-BS perspective to look at what is working, what’s not working, and where there may be opportunities to drive predictable revenue growth through sales optimization. 

Learn more about Chad: 

 

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

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Follow us on Social Media:

ServiceRocket

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

Thank you for listening to the show.

Jul 5, 2019

The writer and customer success manager in me saw Torrey Podmajersky's (UX Writer at Google) new book, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word, and said to myself, "OMG, let's talk about this." So we did and pressed record. You might ask yourself why this kind of writing matters. In Torrey's words, "we need to onboard people into our product experience" with the expressed purpose of "setting them up for success." Yes, the product design must be good. But if you are using the wrong words, you can very easily prevent a customer from achieving their goal. Bad customer success. It is not just about good writing. It is about the (this is gonna be tricky to say) right.....writing. Torrey talks about a virtuous cycle of transforming users. A UX writer does this by first considering the company goals, then the customer's goals...then figuring out what and how to write...so that both goals can be met. It all starts with goals. 

Learn more about Torrey:

 

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

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Bill Cushard

Twitter

Linkedin

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Tell us what you think of Helping Sells Radio

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 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:

Apple Podcasts

Stitcher

Spotify

Follow us on Social Media:

ServiceRocket

YouTube

Twitter

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Bill Cushard

Twitter

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Tell us what you think of Helping Sells Radio

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

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Bill Cushard

Twitter

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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

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Bill Cushard

Twitter

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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.

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