In this special episode of Helping Sells Radio, Director of Workplace by Facebook for the Americas Monica Adractas gives a talk about how Facebook thinks about educating employees of enterprise customers, many of whom do not have email and do not sit at desks. Deskless workers interact with colleagues at work primarily through an app in their mobile phone, which requires a whole new way of thinking about educating customers at scale. This is a recording of her talk at the Business of Customer Education Conference (BOCE), which was co-located at the Gainsight Pulse Customer Success Conference in May 2017.
In this special episode of Helping Sells Radio, ServiceRocket Founder and CEO Rob Castaneda gives a talk at the 2017 Business of Customer Education Conference (BOCE) about how to use eduction to proactively help customers. ServiceRocket co-located its BOCE Conference at the Gainsight Pulse Customer Success Conference as a track dedicated to helping software professionals help their customers learn their software and achieve business outcomes.
In this episode of Helping Sells Radio we're joined by post-sales expert Kia Puhm. Kia is an entrepreneurial executive who has held chief positions in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of customer experience by leading businesses through the transition to customer-centric organizations. Kia explains how to end the product-sales-customer success-support tug of war.
On this episode of Helping Sells Radio, Stratejos Founder and CEO Scott Middleton talks to us about how artificial intelligence (AI) is already changing project management. Chat bots are so smart, they can understand project performance and even tell who the highest performing people on the project team are.
On this episode of Helping Sells Radio, Rachel Orston, CEO of UserIQ talks about a new role she has hired called customer growth architect. She explains that even though a customer architect is about customers success, it is not a customer success role. We found this interesting and dug into the purpose of this role and how it will be measured....right down to the metrics.
Donna Weber, Principal at Springboard Solutions Consulting, joined the show to talk about the need to align customer education to customer because because no matter what you call it, customer success is about the entire post sales customer experience. That includes training.
Chad Horenfeldt is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. At Bluecore, he serves as Vice President of Customer Success and manages a CS team of CSMs, client onboarding, Support, technical services and education. Chad joined the show to discuss specific tips for hacking Customer Success at your own company.
Ed Powers has been a practicing Customer Success consultant and community organizer for the past several years in Colorado and recently became Vice President of Customer Success at simPRO, an Australian company making business management software for trade contractors. Ed joined the show to discuss the psychology of Customer Success, applying neuroscience in the customer journey, what matters most to Customer Success leaders and practitioners in 2017, and building a Customer Success community based around learning and helping outside Silicon Valley.
Nir Eyal, author of the bestselling book, Hooked: How to Build Habit-Forming Products and founder of the Habit Summit joins Helping Sells Radio to discuss how to design products products to help customers achieve outcomes.
Tara-Nicholle Nelson, CEO of Transformational Consumer Insights, joins this episode of Helping Sells Radio to discuss how we should pay attention to how our customers want to live their life differently, and how we can help them achieve that. In her new book, The Transformational Consumer: Fuel a Lifelong Love Affair with Your Customers by Helping Them Get Healthier, Wealthier, and Wiser, Nelson writes about how you can be successful by helping your customers achieve their goals, personal or professional.
Anthony Kennada is the VP Marketing at Gainsight, building and leading the Customer Success industry. He is responsible for managing the company’s global marketing strategy, from demand generation to brand marketing, and is credited with creating the “Pulse” community of Customer Success leaders. Today, over 3200 executives attend the annual Pulse conference in Oakland and the over 30 chapters of PulseLocal communities across the globe. We chatted with Anthony about the Business of Customer Education, Pulse Conference 2017, and the future of Customer Success.
Customer Success veteran Amy Mustoe is an expert at building Customer Success functions from the ground up. At companies like SendGrid and The Reed Group, she created teams responsible for delighting customers–and generating millions in revenue. In this episode, Amy joined us to discuss how she's building a Customer Success function at Cloud Elements incorporating lessons learned from her past roles, and baking customer education and enablement into her team's success strategy.
In this episode of Helping Sells Radio we talk to Jocelyn K. Glei, author of the book Unsubscribe: How to Kill Email Anxiety, Avoid Distractions, and Get Real Work Done, about how being effective at managing our team, overcoming email addiction, and how getting real work done is the new competitive advantage for people in the workplace.
Throughout his career, Steve Frost has helped companies like Google and Netscape define their go-to-market strategy and business development tactics. Steve is dedicated to helping technology organizations implement new sales approaches that are helpful to customers as well as optimizing services touchpoints to drive new leads, increase revenue, and provide better customer outcomes. Steve joins us on Helping Sells Radio to dissect how to sell more software by fostering a helpful approach and aligning sales, services and Customer Success.
This episode features Dailius Wilson, a Director at TrustRadius, a community of professionals sharing software reviews and best practices. Dailius is also an investor and strategic advisor to more than 65 companies around the word and founded his own startup in Sydney, making a list of 30 under 30 entrepreneurs in Australia. We talked to Dailius about how he's built his impressive career via a "helping sells" approach and why telling the truth is great for selling SaaS products.
User onboarding expert Samuel Hulick joins the show to talk about how incentives actually prevent good user onboarding, why software companies should focus their onboarding efforts around helping customers get their job done, not on how to use the software, and why everyone is (or should be) in the onboarding business.
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.