326 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.

helpingsells.substack.com

Helping Sells Radio Bill Cushard

    • Business
    • 5.0 • 26 Ratings

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.

helpingsells.substack.com

    325 Mel Bilge Choosing a high touch customer success engagement model

    325 Mel Bilge Choosing a high touch customer success engagement model

    Mel Bilge and Bill Cushard discuss high touch customer success and why being scalable and low touch isn't all it's cracked up to be. 

    More about ServiceRocket:

    Visit ServiceRocket.com: https://www.servicerocket.com/

    On Linkedin: https://www.linkedin.com/company/servicerocket/

    On Twitter: https://twitter.com/servicerocket

    On Facebook: https://www.facebook.com/ServiceRocket/

    On Instagram: https://www.instagram.com/servicerocket/

    Subscribe at helpingsells.substack.com

    • 36 min
    324 Steve Harper Be a valuable resource and customers will pull you in

    324 Steve Harper Be a valuable resource and customers will pull you in

    Steve Harper is the author of The Ripple Effect: Maximizing the Power of Relationships for Life & Business and creator of Ripple Central, a services consultancy that helps harness the power of human connection to transform your team, your career, and your life. Steve had me on his podcast, The Ripple Effect Podcast with Steve Harper, and now he's on Helping Sells Radio.

    We talked about his Ripple Effect, listening for opportunities for starting ripples with customers, and how he came up with this useful concept for building meaningful relationships.

    More about Steve:

    About Steve and Ripple Central: https://ripplecentral.com/biopress/

    His book: https://www.amazon.com/Ripple-Effect-Maximizing-Relationships-Business/dp/097686651X/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1642559779&sr=8-1

    His podcast episode with me:

    More about ServiceRocket:

    Visit ServiceRocket.com: https://www.servicerocket.com/

    On Linkedin: https://www.linkedin.com/company/servicerocket/

    On Twitter: https://twitter.com/servicerocket

    On Facebook: https://www.facebook.com/ServiceRocket/

    On Instagram: https://www.instagram.com/servicerocket/

    Subscribe at helpingsells.substack.com

    • 53 min
    323 The Business Model Innovation of Customer Success

    323 The Business Model Innovation of Customer Success

    This article originally appeared on the Customer Success Leadership Network blog.

    We are thinking about customer success all wrong. We think it’s a function. A department. A post-sales team. The enlightened among us think customer success is a philosophy or even an organizational design principle. That’s better, but still not quite right. I mean, what am I supposed to do with “customer success is a philosophy?” I have no idea. After spending two and a half years running a SaaS business as a general manager with P&L ownership, I have come to this realization in my thinking: customer success is a business model innovation.

    To understand what I mean by business model innovation, we must first define business model. According to Alex Osterwalder, “a business model describes the rationale of how an organization creates, delivers, and captures value.”

    Notice the three parts of this definition: create, deliver, and capture value. All three are required in order for a business model to work. A mistake I see customer success teams make is focusing solely on “delivers,” ignoring “creates,” and “captures.” When a customer success team over-indexes on delivering value, the primary purpose becomes retaining customers, which seems like a noble pursuit until you examine the behaviors of a retention mindset.

    The downside of a retention mindset

    Retaining customers is defensive. The mindset is, “If we are going to retain this customer, we have to get them to log in more or get them to use the software more or build a better relationship with the champion or get them to understand the value they are currently realizing. We must compel or persuade customers to act in ways we want them to act.” When a customer renews, we are relieved that we got the renewal at the same price as the last contract. We celebrate it. 

    I know what you are thinking, “Bill, that is a good thing. We saved/retained/turned around that customer by delivering value. What’s the problem?”

    I see two [business model] problems.

    You didn’t create new value.

    You didn’t capture a portion of that new value.

    Here’s another way to look at it. A CEO came to me for advice on how to get her team to focus on net revenue retention (NRR) and said to me, “You know, I see my teams celebrate all these renewals, but I don’t see the value of the contracts going up. All of our costs are going up, including the raises everyone wants, but the prices we charge customers are not. This is not gonna work.” 

    This is what happens when a software subscription business focuses primarily on delivering value and retaining customers. There is no “what’s next.” No forward-thinking about how to continuously help customers grow.

    The upside of business model thinking

    Software companies that understand their business model get all of their teams rowing in the same direction by getting everyone involved in all three parts of the business model:

    Create value

    Deliver value

    Capture value

    The “what’s next” mindset is built into the system (your business model). There is no need to upsell or for account managers to sweep in to “close the deal” or argue about who should own the renewal or waste energy on debates about whether people can sell AND be a trusted advisor. You will understand how this is possible as you read further.

    A well-designed business model answers the question, “What’s next?” It creates a flywheel effect of the following: 

    Step 1: Create “something” that solves a problem

    Step 2: Deliver that “something” to a customer

    Step 3: Capture 10% to 15% of the value of that “something” with reasonable pricing

    Step 4: Repeat this process with existing customers. FOREVER.

    Steps one through three are simple in the sense that most software companies already do this. The founder noticed a problem in the world, built a product to solve it, and found customers willing to pay for that solution. Step four is where

    • 17 min
    322 Asa Hochhauser If a prospect doesn't know what to ask, you ask it for them. Then answer it.

    322 Asa Hochhauser If a prospect doesn't know what to ask, you ask it for them. Then answer it.

    Asa Hochhauser is the VP of Sales at McGaw.io, which helps companies harness the power of Marketing Technology and Data. He is also a member of the Revenue Collective and founding member of Sales Hacker. He knows a thing or two about sales, sales enablement, and designing sales tech stacks.

    Rolling out the right sales tech stack is the key to productivity. However, the stack is almost meaningless if you don't take the time to do two things first; 1) understand "the why" behind the need to assemble the sales technology; and 2) enable your sales team.

    If there was a sales magic triangle, the three corners would be goals, enablement, and technology.

    More about Asa:

    On Linkedin: https://www.linkedin.com/in/asahoc/

    McGaw.io: https://mcgaw.io/

    More about ServiceRocket:

    Visit ServiceRocket.com: https://www.servicerocket.com/

    On Linkedin: https://www.linkedin.com/company/servicerocket/

    On Twitter: https://twitter.com/servicerocket

    On Facebook: https://www.facebook.com/ServiceRocket/

    On Instagram: https://www.instagram.com/servicerocket/

    Subscribe at helpingsells.substack.com

    • 53 min
    321 Kay Formanek Beyond D&I and the quest for customer congruence

    321 Kay Formanek Beyond D&I and the quest for customer congruence

    Kay Formanek is the founder and CEO of Diversity and Performance, a company that develops conscious diversity leaders. She was managing director for 25 years at Accenture (though I did not meet Kay then, we shared time at Accenture) where she contributed to the agenda of diversity and inclusion and talent development. Kay’s expertise is in the neuroscience of unconscious bias and how to mitigate unconscious bias within an organization and within its leadership ranks. She collaborates with leading institutions and business schools like INSEAD and has spoken at forums regularly including TEDx.

    Kay is also the author of Beyond D&I: Leading Diversity with Purpose and Inclusiveness.

    You might be thinking, "Bill, what does diversity and inclusion have to do with helping customers?" That's what I thought. Until I read the book. The word "customer" appears on 58 pages of Beyond D&I, and there are many examples in the book of companies that implemented diversity and inclusion initiatives with the purpose of improving customer congruence.

    Customer congruence? I'm sold.

    I talked about that at length with Kay.

    More abot Kay:

    Her book: https://www.amazon.com/Beyond-D-and-ILeading-Diversity-with-Purpose-and-Inclusiveness/dp/3030753352/ref=sr_1_1?crid=385UCMRRV845&keywords=beyond+d%26i+formanek&qid=1639164809&sprefix=beyond+D%26I%2Caps%2C572&sr=8-1

    Her company: https://diversityandperformance.com/

    On Linkedin: https://www.linkedin.com/in/kay-formanek-6389588/

    Her TEDx talk: https://www.ted.com/talks/dirk_luyten_kay_formanek_united_diversity

    More about ServiceRocket:

    Visit ServiceRocket.com: https://www.servicerocket.com/

    On Linkedin: https://www.linkedin.com/company/servicerocket/

    On Twitter: https://twitter.com/servicerocket

    On Facebook: https://www.facebook.com/ServiceRocket/

    On Instagram: https://www.instagram.com/servicerocket/

    Subscribe at helpingsells.substack.com

    • 55 min
    320 Maureen Burns The book [Winning on Purpose] is about the soul of NPS

    320 Maureen Burns The book [Winning on Purpose] is about the soul of NPS

    Maureen Burns is a senior partner in Bain & Company's Boston office and a leader in Bain's Customer Strategy and Marketing Practice. Maureen is out with a new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, with co-authors Fred Reichheld and Darci Darnell.

    I asked how Maureen, who has a background in investment banking and serves financial services company clients, could sign up to co-author a book about loving customers. She told me that at first she was skeptical saying, "Fred, I can't go to my financial services c-suite clients and talk about love." What is most motivating about this exchange is the realization that the evidence is overwhelming that companies that prioritize enriching the lives of customers (loyalty leaders in their categories) outperformance the market by 3X or more. And, it turns out, Burns' financial services clients have been quite receptive to the purpose of enriching customer lives.

    It's not just good for financial results, it's just plain the right way to treat people.

    More about Maureen:

    The book: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789/ref=sr_1_3?keywords=winning+on+purpose&qid=1638816110&sr=8-3

    The Harvard Business Review article: Net Promoter 3.0 - https://hbr.org/2021/11/net-promoter-3-0

    About Maureen: https://www.bain.com/our-team/maureen-burns/

    More about ServiceRocket:

    Visit ServiceRocket.com: https://www.servicerocket.com/

    On Linkedin: https://www.linkedin.com/company/servicerocket/

    On Twitter: https://twitter.com/servicerocket

    On Facebook: https://www.facebook.com/ServiceRocket/

    On Instagram: https://www.instagram.com/servicerocket/

    Subscribe at helpingsells.substack.com

    • 48 min

Customer Reviews

5.0 out of 5
26 Ratings

26 Ratings

1981Southbay ,

Such an awesome pod 👍

Love this pod! You can learn a ton from these episodes! ☝️

howardtnyc ,

innovative and helpful

Customers will always win with this podcast! Bill and his variety of guests have a great way of delivering innovative and helpful techniques to ensure that companies are living up to their customers' expectations.

Arlie K ,

An amazing resource!

A podcast that truly lives up to its name! Helping Sells Radio is a game-changer for sales professionals looking to enhance their sales strategies and level-up their approach to customer success. Don't miss it!

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