Value Coffee Talk Genius Drive

There is a golden thread of value that should be weaved into all conversations, throughout the buyer's journey and customer lifecycle, both pre-sale and especially post-sale.
In this interview we talk about this topic with Kathy Gawronski, the VP of Value Engineering and Customer Success at Workforce Software. We discuss the role of value in customer success and how leading both the business value practice and customer success groups may be a new trend as companies come to grips with lower renewal rates and expansion revenue challenges.

Why should a focus on customer-centric value be the main priority for the modern Chief Revenue Officer (CRO)?
In this episode of the Value Coffee Talk Podcast, Thomas Pisello and April Morley interview Steve Peck, a fractional CRO and go-to-market advisor. They discuss the challenges in B2B sales and marketing, particularly in the face of macroeconomic factors that are driving budget constraints and increased scrutiny of purchasing decisions. 
Peck emphasizes the importance of using niche knowledge and industry expertise to differentiate oneself and become a trusted partner to customers. He also highlights the need for a customer-centric approach and building confidence in the decision-making process. The conversation explores the role of value and outcomes in selling, and the challenges organizations may face in implementing these strategies.
TakeawaysMacro-economic factors are driving challenges in B2B sales and marketing, including budget constraints and increased scrutiny of purchasing decisions.Using niche knowledge and industry expertise can differentiate a company and position it as a trusted partner to customers.A customer-centric approach, where the customer's needs and success are prioritized, is crucial for building trust and confidence in the decision-making process.Value selling and outcomes-based approaches can help organizations demonstrate the value they can deliver to customers.Challenges in implementing these strategies include identifying unique areas of expertise, restructuring sales processes, and measuring the impact of industry experts.
Sound Bites"Macro-economic factors are driving challenges in B2B sales and marketing."
"Use niche knowledge as a value offering throughout the sales process."
"A customer-centric approach is crucial for building trust and confidence."
Chapters00:00     Introduction and Sponsorship
06:21     The Importance of a Customer-Centric Approach
12:27     Value Selling and Outcomes-Based Approaches
16:33     Challenges in Implementing Value-Driven Strategies

What is the secret sauce to the best value program? 
According to our guest, the secret lies in effective value storytelling. In this episode of the Value Coffee Talk podcast, Fiona Leeson, Director of Customer Value for Finastra, shares insights on building a successful value program. She discusses the importance of selecting the right scope for the program based on the customer lifecycle and organizational maturity.
Fiona emphasizes the need for value storytelling and combining quantification with emotional connection to create a compelling value proposition. She also highlights the significance of scaling the program through value automation and training the go-to-market teams to effectively deliver and activate value. Executive support, patience, and tracking results are key to sustaining the program's success. Fiona concludes by emphasizing the importance of hiring team members with multidimensional skills and promoting the program internally.
TakeawaysSelect the right scope for your value program based on the customer lifecycle and organizational maturity.Combine quantification with value storytelling to create a compelling value proposition.Scale the program through value automation and training the go-to-market teams.Gain executive support and embed the program in business as usual to ensure long-term success.Track and report results to justify the program's impact.Hire team members with multidimensional skills and promote the program internally.
Sound Bites"Looking at what is in front of you, what's your current stage? What's your level of maturity in that value lifecycle?"
"If you don't spark and inspire someone to change, it's easier for them to stay still."
"You will never ever reach the kind of scale that you can do with value automation with PowerPoint and with spreadsheets."
Chapters00:00     Selecting the Right Scope
07:22     Scaling through Automation and Training
13:34     Executive Support and Patience

When it comes to growth success, is there a rhythm and playbook that can guide your performance? 
Absolutely, according to our guest. In this episode of the Value Coffee Talk podcast, Thomas Pisello and April Morley interview Bart Fanelli, a seasoned CRO and co-author of the book 'Success Cadence: Unleash Your Organization's Rapid Growth Culture.' They discuss the challenges faced by sales and customer success teams in the evolving customer landscape and the importance of value-based selling. 
Bart shares his insights on building a cohesive and aligned executive team, the role of change management in driving performance, and the need for continuous learning and skill development. He emphasizes the importance of a value-centric narrative and the impact it can have on the success of an organization.
TakeawaysThe conversation with customers and prospects must be real, focused on delivering value, and threaded throughout the organization.Change management is crucial for driving performance and requires a baseline of skills and a narrative that builds trust.Cohesion and alignment among the executive team are essential for success, with a focus on consistent messaging and a value-centric approach.Fundamentals and role-based skills are key to adapting to the evolving customer landscape and outperforming competitors.Continuous learning and skill development are necessary to stay ahead in the market and drive rapid growth.
Sound Bites"If you're not threaded in value in almost every aspect internally within your business, and then externally as you're facing clients and prospects, you're going to fall behind."
"Change is about setting a baseline and building trust, and then adding on top of the baseline, building more trust."
"You have to unlearn everything that you've been doing, and you're going to have to relearn the way we're building this engine."
Chapters00:00     Introduction and Overview
05:39     Getting Performance Beyond Top Performers
10:54     The Importance of Cohesion and Alignment in the Executive Team
22:39     The Importance of Patient Commitment and Cohesion
29:06     Key Takeaways and Closing Remarks

How do you best elevate your conversations with decision makers so they are more engaging and effective?
In this episode of the Value Coffee Talk podcast, Thomas Pisello and April Morley interview Sridhar Parameshwaran, the head of value engineering at Certinia.
They discuss the importance of value enablement throughout the customer lifecycle and how the 4-Es can be used to elevate conversations, expand deal size, expedite the sales cycle, and establish buy-in. 
Sridhar emphasizes the need for value teams to go beyond creating business cases and focus on storytelling and creating a compelling narrative. He also highlights the role of marketing, inside sales, and customer success teams in leveraging value. The episode concludes with a discussion on the importance of having a value charter and executive support in driving value programs.
TakeawaysValue enablement should be present throughout the entire customer lifecycle, not just in the sales process.Elevating conversations with decision makers by focusing on outcomes and aligning with their strategic objectives is crucial.Expanding the deal involves discovering new challenges and pain points and offering additional solutions.Expedite the sales cycle by creating a common understanding of value across all decision makers.Establishing buy-in is important for socializing the value proposition internally within the customer organization.Value teams should go beyond calculators and spreadsheets and focus on storytelling and creating a compelling narrative.Value should be integrated into marketing, inside sales, and customer success teams.Having a value charter and executive support are key to the success of value programs.
Soundites"If you use value in the right way, not just at the later stages, but across the sales cycle, it creates what I term as the 4E effect."
"If people can understand the value proposition, then socializing it internally becomes that much easier."
"Value can be leveraged with very high impact to build pipeline, to support deal closure, and to support post sales and enable a very rich customer experience."
Chapters00:00     Introduction
05:17     Elevating Conversations with Decision Makers
11:39     Going Beyond Calculators: The Power of Storytelling
16:17     The Importance of a Value Charter and Executive Support

In this episode, Matt Edwards, Chief Customer Officer at Defense Storm, discusses the challenges and value of customer success in today's business landscape. He highlights the shift in funding and the need for customer success to prove its worth in terms of revenue and value delivery.
Edwards emphasizes the importance of embracing the question of what customer success does and justifying its value to the organization. He also discusses the use of mutual contracts, the role of QBRs (business reviews), and the quantification of ROI in customer success.