172 episodes

Helping Sells Radio is the enterprise software podcast for people who want to help customers achieve outcomes with software. We talk to technology professionals who work all over the customer journey, from marketing and sales to customer success and professional services, to unpack innovative ways people are taking a helpful approach with customers. Brought to you by ServiceRocket Media.

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Helping Sells Radio is the enterprise software podcast for people who want to help customers achieve outcomes with software. We talk to technology professionals who work all over the customer journey, from marketing and sales to customer success and professional services, to unpack innovative ways people are taking a helpful approach with customers. Brought to you by ServiceRocket Media.

    171 Kellie Lucas The Customer Success Pioneer

    171 Kellie Lucas The Customer Success Pioneer

    There are so many nuggets in Kellie Lucas’s book, “The Customer Success Pioneer: The First 12 Months of Your Journey to Growth.” I didn’t know where to start. So I just made a list of things from her book that I wanted to talk about. 
     
    The list looked something like this…
     
    You wrote this at the beginning: "This book will walk you through the first months of establishing a customer success function and philosophy which works in alignment with the rest of your organization’s teams to maximize your revenue growth engine …… your customer portfolio."
     
    We put customer success in because a VC told us to do it.
     
    Not seen as revenue target, but Customer Success should own revenue (gross and net retention rate) and track CAC AND CRC. 
     
    Theme of the book: Their success = your success AND Customer growth = Revenue growth
     
    Your graphs in the book: Customer Success Inputs, Customer Success Processes, Customer Success Outputs.
     
    The key to success is understanding your customer’s reason for buying and using your service. The reasons why your customers buy your product is intrinsically linked to their required business outcomes.
     
    MOST PROFOUND STATEMENT IN THE BOOK: "After all, we know that one of the major indicators of a failing project is a lack of adoption. A lot of customer success programs are based on driving usage and consistent adoption, as a foundational route, to deliver the outcomes and success for which we’re looking."
     
    CS Ops was Kellie’s first hire.
     
    Why they bought your software? Ask them how they will know if it’s working?
     
    I asked her about all of these things. 
     
    More about Kellie:
    The Book: https://www.amazon.com/Customer-Success-Pioneer-months-journey-ebook/dp/B07YBBZVW5/ref=sr_1_1?keywords=the+customer+success+pioneer&qid=1582319022&sr=8-1
    On Linkedin: https://www.linkedin.com/in/kellielucas/
    On Twitter: https://twitter.com/thecspioneer

    • 45 min
    170 Jennifer Chiang Startup Guide to Customer Success

    170 Jennifer Chiang Startup Guide to Customer Success

    Jennifer Chiang and I just geeked out on customer success. Jennifer is director of customer success at Yup and just published a book called, "The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.” So, of course that’s what we did. 
     
    More about Jennifer: 
    Her book: guidetocustomersuccess.com
    On Linkedin: https://www.linkedin.com/in/jennifer-chiang/

    • 42 min
    169 Michael Metts and Andy Welfle Give Users Clarity with Words

    169 Michael Metts and Andy Welfle Give Users Clarity with Words

    If you are like me, you think of design as primarily what something looks like and secondarily how something works. But you probably don’t think about all the words used in a product as part of the design. This episode will change your perspective. 
     
    I interview Michael Metts and Andy Welfle, co-authors of “Writing is Designing: Words and the User Experience about how a lack of good word design in products can get users into trouble. In just one simple example, you know those error messages you get that don’t help you get out of the error or explain what to do next? Someone didn’t design that experience. 
     
    This is what Michael and Andy do in their book…show you how to design for that experience…among many others. 
     
    Learn more about Michael and Andy:
    Michael is the senior UX architect manager (Conversation Design) at Allstate…you know…chatbots. And Andy is the UX content strategy manager at Adobe. The Book: https://www.writingisdesigning.com/ Michael on Linkedin: https://www.linkedin.com/in/michaeljmetts/ Andy on Linkedin: https://www.linkedin.com/in/awelfle/

    • 38 min
    168 Britta Fischlin Empathy is Critical in Sales

    168 Britta Fischlin Empathy is Critical in Sales

    Empathy might be a soft skill, but empathy doesn’t mean passive. I means seeking first to understand, take someone else’s perspective, and understand their needs. With this information, we lead our buyers through a process. Not pushy. Leading. Sometimes it means leading a buy to the conclusion that our solution might not be a good fit. 
     
    Britta Fischlin combines 25 years of business and marketing background in media and high-tech with a deep level of listening, years of coaching, somatic practices, and energy healing to help entrepreneurs and solopreneurs release any obstacles and heal their relationship to business, marketing and selling so that they feel comfortable creating marketing visibility for their business and achieving their desired business success. Find out more at https://brittafischlin.com 
     
    Britta’s blog post, "Empathy is a critical Tool in our Sales Tool Box” - https://brittafischlin.com/why-empathy-is-a-critical-tool-in-sales-process/

    • 34 min
    167 Jono Bacon Build Community for Customers Not Your Company

    167 Jono Bacon Build Community for Customers Not Your Company

    Do you have a community built around your product and services? Do you want to build one? If so, this is the podcast episode for you. And Jono Bacon, author of People Powered: How communities can supercharge your business, brand, and teams, will help you avoid the mistakes that many other software companies make when building communities. The most notable mistake is building a community because it will benefit the company. That’s not exactly Helping Sells Radio approved, is it? 
     
    We do things that benefit customers. Jono wants to help you build a community that benefits your customers…and whatever broader audience you want to serve. 
     
    When you build a community…you have to provide value. Give people a reasons to discover your community, come back to your community, and help others stay in your community. 
     
    Only then will your community thrive.
     
    Only then will you gain some benefit. 
     
    Learn more about Jono:
    The Book: https://www.jonobacon.com/books/ Book Bonuses: https://twitter.com/jonobacon/status/1220083019458977798 Jono’s Website: https://www.jonobacon.com/ Jono's podcast: https://www.jonobacon.com/conversations/ On Twitter: https://twitter.com/jonobacon

    • 45 min
    166 Rishad Tobaccowala You Need Spreadsheets AND Stories

    166 Rishad Tobaccowala You Need Spreadsheets AND Stories

    Why is a mathematician, MBA, and Marketing Executive writing a book about the soul of business? For many reasons. But one reason in particular is that numbers are backwards looking, and if someone wants to be innovative, they need to look into the future. Innovation is forward looking. 
     
    Rishad Tobaccoawala, author of Restoring the Soul of Business: Staying Human in the age of data, realized that the secret to business success is merging spreadsheets and stories. Companies that do this create value. Companies that do one or the other, destroy value.  Wells Fargo and Beoing were so numbers driven that they got caught up in scandals and destroyed shareholder value. WeWork was all story and no data. 
     
    We talked about a lot of examples like this. And we talked about what we, as leaders, can do about it. 
     
    Learn more about Rishad
    His Book on Amazon: https://www.amazon.com/Restoring-Soul-Business-Staying-Human/dp/1400210542 His Website: https://rishadtobaccowala.com/ Link to his linked Post: Davos searching for its’ soul https://www.linkedin.com/posts/rishadtobaccowala_activity-6625056999962927106-19oE

    • 48 min

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