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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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Now displaying: March, 2019
Mar 27, 2019

I could not believe my eyes. It said, in her post, that she quit her job to build the customer success community in Europe. She also said, in her Linkedin article, that she had no plan. Not many people quit something to start something new with no plan. Kate Forgione, CEO and founder of the Customer Success Network did. And you know what? I think the customer success community in Silicon Valley could learn a lot from what Kate is building out of London. In this episode, I talk to Kate about the customer success community in Europe, what CSMs can learn from the big four, five, or six management consulting firms about customer engagements, and how she built a growing and thriving community of customer success professional who host and run meetings across Europe, the Middle East, and Africa.

Learn more about Kate and the Customer Success Community:

Mar 19, 2019

I recently re-listened to this episode with Heidi Gardner, Distinguished Fellow in the Center on the Legal Profession at Harvard Law School and author of Smart Collaboration: How Professionals and Their Firms Succeed by Breaking Down Silos. 

What blew me away (again) was the point she made about the need for us to be both a specialist in our field AND a generalist. The question was: "Should we be generalists or deep specialists?" Gardner's response was a direct, "Yes, And."

"I don't think we have the privilege anymore of being one or the other."

But there is a trend towards being specialists. We are all headed down that road. And yet, the world is becoming more volatile, uncertain, complex, and ambiguous (VUCA). In a VUCA world, there is a huge demand for multi-disciplinary perspectives to tackle complicated problems. Smart collaboration is the ability to bring together a group of specialists to solve VUCA problems. Those who can do that in service of customers are at a huge advantage.

Smart Collaboration is one of my favorite, most thought-provoking reads of the last two years. 

The Book: https://www.amazon.com/Smart-Collaboration-Professionals-Succeed-Breaking/dp/1633691101/ref=sr_1_1?keywords=smart+collaboration&qid=1553030427&s=gateway&sr=8-1

Mar 13, 2019

Donna Weber, President of Springboard Solutions, is back on the show to pile on the bone picking with too many software companies that don't listen to their customers. This is especially true during and sooner after the handover from sales to service. Donna argues that marketing and sales organizations are good at leading customers through a buying journey, and that when a deal closes, there is no equivalent or leading going on in services. Well Donna is leading the charge to change that by helping companies create orchestrated onboarding meant to bring internal teams together and lead the customer through the success journey. 

Donna's blog posts we talked about:

Donna's company (Springboard Solutions): https://www.springboardin.com/

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
  3. Comment below.

Thank you for listening to the show.

Mar 6, 2019

After Nils Davis, author of The Secret Product Manager Handbook, and I shared a panel at the January Customer Success Network Meetup, it seemed natural to further the discussion on the podcast. We go deep into how product management and customer success team can work better together in service of the customer. My favorite part of our discussion had to do with how to say "no" to customers. Actually, we don't say "no." It is more a matter of prioritizing, how to communicate that to customers, and more importantly, how to listen to customers and dig into what they really want when they ask for a feature. Hint: It's not always the feature they are after. 

Learn more about Nils Davis:

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
  3. Comment below.

Thank you for listening to the show.

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