177 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.

Helping Sells Radio ServiceRocket Media

    • Business News

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.

    176 Michael Pollack Went Beyond His Product to Help a Customer Develop a New Offering

    176 Michael Pollack Went Beyond His Product to Help a Customer Develop a New Offering

    Maybe I am spoiling the end, but I can’t help myself. Michael Pollack, co-founder of Intricately, tells a story about how his team…using the data his product helps customers collect and used, helped his customer see a new opportunity, develop a new offering, and take to market. 
     
    This is not even necessarily what his product helps customers do. His team went above and beyond the strict purpose of the product to help his customer achieve an outcome larger than their relationship required. 
     
    There could not be a better manifestation of Helping Sells Radio. It takes Heidi Gardner’s (Ep 110). “Smart Collaboration” concept to the next level. 
     
    It’s called customer success, not our success, for a reason. 
     
    Learn more about Michael:
    His Website: https://www.intricately.com/
    On Linkedin: https://www.linkedin.com/in/mpollack/

    • 43 min
    175 Rob Markey The New Customer Metrics

    175 Rob Markey The New Customer Metrics

    Rob Markey, Bain & Co partner, author of "The Ultimate Question 2.0," and co-creator of the Net Promoter System (NPS) has a new Harvard Business Review article out. It’s called, “Are you undervaluing your customers?” 
     
    I think this is the right question to ask. 
     
    After all, the purpose of a business is to create and keep customers, says Peter Drucker. Yet, too often we get caught up in other pursuits…bookings, billings, revenue, earnings per share, churn, health scores, comp plans, reorgs, endless arguments over who owns the customer experience. 
     
    I could go on, but I will spare you. 
     
    This is not a dig. 
     
    It’s easy to get focused on these things because there are so many important and urgent things to do. 
     
    Plus.
     
    The financials are important. 
     
    It’s just that customers drive the financials, so maybe we should start there. 
     
    And as Rob reminds us. Focusing on customers IS about the numbers. His research continues to show that loyalty leaders (in their industries) grow revenue at 2.5x times faster than peer companies and product shareholder returns that are 2x to 5x higher over a ten year period. This data is not wavering. 
    It’s possible too many of us are focusing on the short term (financials) at the expense of the long term (customer loyalty and financial results). 
     
    That’s what Rob is arguing, and he offers three customer metrics that every business should start measuring and reporting. 
    More about Rob:
    The HBR Article, "Are you undervaluing your customers?” https://hbr.org/2020/01/the-loyalty-economy
    Bain & Co: https://media.bain.com/customer-value/home/
    Net Promotor System: https://www.netpromotersystem.com/

    • 52 min
    174 Michael Tuso What Does a Director of Revenue Management Do? Help Customers

    174 Michael Tuso What Does a Director of Revenue Management Do? Help Customers

    You might think the best way to respond to a customer or prospect’s description of a problem they want to solve is to explain or demonstrate how your product can help them solve that problem. After all, you product was designed to solve that problem, right? The problem is that leaping to a product solution might be an act of  ignoring what your prospect or customer is really saying. 
     
    Michael Tuso, director of revenue management at Chili Piper joins the podcast to talk about how revenue management is really about helping customers. Of course it is also about looking for ways to optimize conversation rates and revenue expansion..but it starts with helping customers. 
     
    More about Michael:
    On Linkedin: https://www.linkedin.com/in/michaeltuso/
    Chili Piper: https://www.chilipiper.com/

    • 44 min
    173 Allan Dib Marketing Doesn’t Deal with Customer. WRONG.

    173 Allan Dib Marketing Doesn’t Deal with Customer. WRONG.

    ServiceRocket founder and CEO, Rob Castaneda posted a message in our Workplace from Facebook communication tool about books we read. His message was basically this…don’t tell me what you’ve read, show me. 
     
    I am guilty of telling. Most of the time. But on rare occasional I actually “do” a book. 
     
    After I read, Allan Dib’s book, "The 1-Page Marketing Plan: Get New Customers, Make More Money And Stand Out From The Crowd,” I took action. immediately I applied his three phase marketing canvas on a few marketing campaigns. I have the Confluence pages to prove it and everything. 
     
    So, when Allan agreed to join the podcast, I looked up my old marketing plans to have them ready to talk to him about. 
     
    When I looked them over, I realized that I had actually used this canvas. But there was a conspicuous section of his canvas that I left blank. The “After” section. 
     
    The “After" section is the part of the canvas that deals with what to do after the sale is made and someone becomes a customer. 
     
    Wait.
     
    Marketing doesn’t deal with customers. 
     
    That’s what I thought. 
     
    That’s why I left that section blank. 
     
    As I prepared for my discussion with Allan, I realized I wanted to talk about the section in his canvas that I left blank. There is so much we can do to help customers after the sale that we ignore.
     
    To our peril.
     
    More about Allan:
     
    His website: https://successwise.com/
    His book: https://amzn.to/32UU01H 

    • 45 min
    172 Maranda Dziekonski The Customer Success Career Matrix

    172 Maranda Dziekonski The Customer Success Career Matrix

    What choice would you make? Hire someone with customer success experience but not industry experience. Hire someone with industry experience but no customer success experience. Or hire someone with neither. Of course, you’d hire someone with both. Or would you. Can you see the career matrix unfolding right here in front of you?
     
    We talk about this very trade off with Maranda Dziekonski, VP of customer success at Swiftly, board member of the Customer Success Leadership Network (CSLN), top 100 customer success influencer, and new advisor to the University of San Francisco MBA program.
     
    More about Maranda:
    Her website: https://littlesaasy.com/
    On Linkedin: https://www.linkedin.com/in/marandaanndziekonski/
     

    • 36 min
    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

Customer Reviews

DaveDuke_MetaCX ,

My Favorite Customer Success Podcast

Over the past several months the Helping Sells Radio podcast has become my favorite customer success podcast. Bill has a great talent for facilitating thought provoking conversations and asking meaningful questions of his guests. Each time I listen I walk away with new ideas and learnings. He is helping advance the customer success discipline with each episode.

J. Barshop ,

Awesome show, highly recommend!

Bill, Sarah and their guests provide some incredibly compelling and actionable content on how to effectively improve your sales efforts and get results.

Highly recommend listening and subscribing to Helping Sells Radio if you want the knowledge AND mindsets level up your overall sales psychology (and reach your business goals as a result)!

Guerrillapreneur ,

Mini MBA

Bill and Sarah bring on engaging guests who push the envelope in current business thinking. If you are serious about selling, you need to be listening to Helping Sells

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