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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: June, 2019
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

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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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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

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