If you are a regular listener of Helping Sells Radio, you know that whenever we have a guest on the show to talk about customer success, we challenge them (I'm putting that nicely here in the show notes) on the idea that customer success is really not yet about customer success and more about "our" success. I ask, "When are we going to change that and actually start talking about customer success?" I'm still waiting for the right answer. Well, we have two customer success guests on this episode, and they have an answer to the question. And the answer is: business outcome management. Dave Duke, Co-founder and Chief Customer Officer at MetaCX, and James Scott, General Partner of the Customer Success Practice at SuccessHacker explain that business outcome management is a core customer success competency (or should be) that provides a team a methodology for helping customers achieve business outcomes.
We are one step closer to living up to the promise of customer success as a discipline.
Learn more about Dave Duke:
Sarah E. Brown, author of Power to the Startup People: How to Grow Your Startup Career When You're Not the Founder, wants to help people evaluate whether and how to build a career in startups. As we talk about on the show, most of what is written about startups is for the founder. Little-to-none has been written to help employees. Until now. Working at a startup can be fun and exciting and enriching and lucrative. Working at a startup can also be stressful and purposeless and cliche and unprofitable. To make matters worse, one startup might be a perfect fit for you, but a terrible match for your best friend, who you think is so much like you. In other words, working at startups is not for everyone. The point is to evaluate what you want out of your career and see how that matches up with what startups can offering. You need to look for a fit.
The most valuable part of Sarah's book is that it helps you think about this evaluation process. You quite literally could use Sarah's book to make a check-list of criteria and use it to evaluate your current role and possible next opportunity to determine the right fit build the right startup career.
Learn more about Sarah:
Chris Yeh joined Helping Sells Radio to talk about his new book, Blitzscaling: The Lightening-Fast Path to Building Massively Valuable Companies, which he co-authored with Reid Hoffman. Blitzscaling is written for entrepreneurs who want to grow their companies to massive sizes and understand how to navigate the transitions from small company to medium company to large company. It's not all roses. As Chris explains, "You start off building a company and dream about a day when you've got it all figured out, and it's all going to be smooth from there. It turns out that time never arrives." What happens instead is that once you do have it figured out, you almost have to start again from scratch because your company is entering a new stage of its lifecycle and the new stage requires a new set of beliefs, operating principles, and processes, and sometimes even people.
Companies go through stages. At each stage the company is completely different. And the company should be treated differently. This means founders and executive teams and even employees, need to make certain transitions so that the company can continue to grow and succeed into the next stage.
Peter Thiel helped us go from Zero to One. Reid and Chris helps us go from Zero to One Billion.
Learn more about Chris:
Chris's website: https://chrisyeh.com/
Chris on Linkedin: https://www.linkedin.com/in/chrisyeh
Chris on Twitter: https://twitter.com/chrisyeh
The Masters of Scale podcast and Chris's cameo appearance: https://mastersofscale.com/#/arianna-huffington-what-great-founders-do-at-night
Chris's other book with Reid Hoffman and Ben Casnocha. The Alliance: https://www.amazon.com/dp/B00JTJ84EW/ref=dp-kindle-redirect?_encoding=UTF8&btkr=1