In this episode, Apto's Customer Success Director Camilla Calhoun and Vice President of Sales Kerry Hudson join us to talk about how their SaaS company delivers Customer Success to the underserved commercial real estate industry.
On today's show we're joined by ServiceRocket Chief Operating Officer Erin Rand. Erin discusses scaling tech companies, leading with people and process and how to build a more inclusive company.
Hiten Shah, renowned entrepreneur, startup advisor and co-host of The Startup Chat podcast, joins Helping Sells Radio to chat about building a remarkable career focused on helping others, and how competing in today's SaaS market requires building remarkable self-service and helping customers help themselves.
In this episode of Helping Sells Radio, Sarah and Bill are joined by Pat Durante, Senior Director of Education Services at Black Duck Software and President of the Computer Education Management Association (CEdMA) to talk about the continuously blurring lines between technical marketing, customer education, software adoption services, and customer success. No matter what you call it, it's all about helping customers use the software effectively so they are successful and they renew.
ServiceRocket Founder and CEO Rob Castaneda joins Helping Sells Radio to talk about software adoption, the future of learning, and why it took us so long to get him on the show.
Today's episode features Sujan Patel, founder of Webprofits, a content marketing agency that helps companies like Linkedin, Salesforce, and Zillow and others grow their businesses through content marketing. Sujan joined us to talk about why most marketing and sales teams are not aligned and how content can be the catalyst for bringing sales and marketing together to provide useful information to prospects and customers to accelerate the sales cycle. As Sujan says, "You don't need to be the creator of the information, but you need to be the source of information. Now that's a helping sells approach.
Today's episode features Aaron Fulkerson, founder and the CEO of MindTouch, a provider of cloud-based software that uses product and support content to drive customer engagement and success. Aaron joined us to discuss how to crush it at sales through a no-selling approach, how to hire teams focused on doing "important work," building a culture of sales leaders and why companies should approach the sales cycle as a "success cycle".
Today's episode features CrowdRiff's Head of Marketing Amrita Chandra. Amrita shares the importance of embracing the fundamentals of marketing and why talking to customers in a more personal way is more important than ever in B2B SaaS marketing. She also discusses the importance of building customer success-focused marketing programs--including the surprising insight that creating a frictionless cancelation experience can actually accelerate your sales cycle.
ShareRoot COO Misha McPherson joined Helping Sells Radio to discuss how to create world-class sales teams. McPherson offers insights for building inclusive, highly effective sales functions and extols the virtues of adopting a helping sells approach.
In today's episode, customer success visionary and Gainsight CEO Nick Mehta joins us to discuss growing a massive tech conference focused on helping customers achieve outcomes, the evolution of the customer success industry, and his new book.
In this episode, Oakland-based novelist and strategist Eliot Peper joins us to discuss his fourth novel, Cumulus, a dark, gritty science fiction story set in a near-future San Francisco Bay Area ravaged by economic inequality and persistent surveillance. Eliot shares how his entrepreneurial background and embracing a "helping sells" approach has helped him become a highly successful self-published author.
Joining Helping Sells Radio is Matt Doar, Chief Toolsmith at ServiceRocket and author of the O'Reilly book Practical JIRA Administration. Sarah and Bill talked to Matt about why he considered laziness as a means for driving him to write books, how technical consulting is more about helping people than it is about configuring tools, and the great big question, "What should schools be teaching that they're not?"
In this episode, Bill and Sarah take the audience to the Customer Success industry's premier conference, Gainsight Pulse Conference 2016. Guests interviewed include MindTouch CEO Aaron Fulkerson, Cloudera VP Customer Success Sarah Sproehnle, WalkMe VP Customer Engagement Emilia D'Anzica, and Glide Consulting founders Nils Vinje and Alex McClafferty. Hear insiders' perspectives on the future of customer success and helping customers love your software.
Aaron Ross joins Helping Sells Radio for Episode 14. Aaron, with co-author Jason Lemkin, recently published a new book, From Impossible to Inevitable: How Hyper-Growth Companies Create Predictable Revenue, which is a follow-up to the widely read and implemented book Predictable Revenue, which has been called the sales bible of Silicon Valley. Sarah and Bill talk to Aaron about two main topics. First, we talk about why we should not tell people what we do for a living, but describe how we help people. Second, we talk about the new book.
Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, joins the show to discuss the importance of training, change management, and business transformation to customer success. We also discuss whether the prominence of customer success is causing a convergence between sales and service. And yes, Bill did steal one of Catherine's ideas.
Todd Eby is the Founder and CEO at SuccessHacker, editor of the Customer Success Journal, Advisor to Trak.io, and has been named to multiple Customer Success Influencers lists including The FrontLeaf 50 and the MindTouch 100 Customer Success Influencers You Should Reach Out To. Today, we chat with him about why achieving real Customer Success is the hardest simple thing to do.
Technology marketing expert Geoffrey Moore joins the show to discuss his new book, ZONE TO WIN: ORGANIZING TO COMPETE IN AN AGE OF DISRUPTION. Moore’s life’s work has focused on the market dynamics surrounding disruptive innovations. In this episode, Moore shares how established enterprises and startups can compete in an age of disruption.
In today's episode, we speak to Danielle Tomlinson, VP of Global Education at Plex Systems. Danielle has built education functions from scratch and built mature ones into optimized functions. At Business Objects, SAP, Hortonworks and other fast-growing software companies, Danielle has honed running a business education department to achieve outcomes like increased renewals and revenue. Hear her approach to customer education that helps customers while driving revenue.
In this episode, we talk to Katie Rogers, VP of Client Services at SalesLoft. After admiring Katie's work from afar, Bill and Sarah met Katie Gainsight Pulse Conference 2015. Katie joined us to talk about how she grew SalesLoft's customer success function from scratch during a period when the company grew 2,000%. Listen to learn how she did it while retaining her characteristic high energy and keeping sane.
In Episode 8 of Helping Sells Radio, we talk to Ryan Battles, co-founder of Harpoon, a financial goal-setting, time-tracking, and invoicing app for freelancers and consultants. Ryan is also author of two books: SaaS Marketing Essentials: The Ultimate Guide to Launching and Growing Your SaaS Application and Using Periscope for Business: How to Engage Your Audience with Live Streaming. Ryan discusses SaaS marketing trends in the context of the helping sells approach and how businesses can use Periscope to help their audiences solve problems or otherwise be better at what they do.
Today's episode features Tom Krackeler, Senior Vice President of Products at Zuora and Rachel English, Director of Customer Success at Zuora. Tom and Rachel joined us to discuss the future of Customer Success in the subscription economy.
In this episode, Anne Janzer, writer, content marketing consultant and author of SUBSCRIPTION MARKETING joins us to discuss Value Marketing, Customer Success, and lessons from working with a hundred technology companies, serial entrepreneurs, industry thought leaders, and technology pioneers.
This week Nils Vinje, founder of Glide Consulting, joins Helping Sells Radio to discuss where customer success is headed and how he helps SaaS companies build high performing customer success organizations.
This week Adam Avramescu, Head of Customer Education at Optimizely, joins Helping Sells Radio to discuss optimizing web experiences. A/B testing, Bloom’s Taxonomy, how to educate customers on a product they don’t actually have to use (perish the thought), and what’s happening at the Bay area Customer Education MeetUp.
Today's guest is Joshua Zerkel, Director of Worldwide Account Management and Training at Evernote and founder and CEO of Custom Living Solutions, one of the Bay Area’s premier productivity and organizing consulting firms. At Evernote, Joshua leads a global team and oversees all onboarding, training, retention, and customer success programs for new and existing Evernote business customers. Listen to learn how to help your company, your team and your customers to become more productive.