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Megan Macaluso

5 Podcast Episodes

Latest 4 Apr 2021 | Updated Daily

Weekly hand curated podcast episodes for learning

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189 Skip the Budget, Learn to Forecast with Megan Macaluso | Podstorm #2

Helping Sells Radio

Welcome to a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it. In this podstorm Megan Macaluso, VP of customer success and operations at ESG is BACK. And we are going to continue with our theme of ranting about work...and this episode: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except That We Blame Others for Doing It. Because Of Course We Don’t Do These Things. Other People Do.”In this episode we talk about asking for a budget versus planning and forecasting. In their book, “Simple numbers, straight talk, big profits: 4 keys to unlock your business potential,”  Greg Crabtree and Beverly Blair Harzog write, “A budget is a license to spend; a forecast is your roadmap to profitability.” Saying that you don’t need a budget, you need a business model and a forecast you are willing to act on.Reading that was a mind-blown moment for me. I wrote about it on Linkedin.Megan and I hash it out.The books we mentioned: Simple numbers, straight talk, big profits: 4 keys to unlock your business potentialHow to be a fierce competitor: What winning companies and great managers do in tough times Get on the email list at helpingsells.substack.com

1hr

10 Jul 2020

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Creating 'Channel' and 'Partner' success programs w/ Megan Macaluso

Gain Grow Retain: B2B SaaS Customer Success

Megan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful.Enablement, training and documentation are the table stakes within a Channel and Partner success program.Resellers aren't only selling your product -- there's a number of products In their suite. Need to ensure they're successful with your product. Cisco Is a great example of a partner program Implemented properly. Great technology, enablement and clear direction.Large organizations need to be making the shift from Transactional to Customer-Centric--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

34mins

30 Jun 2020

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188 Megan Macaluso Product Adoption is a Fool’s Errand | Helping Sells Podstorm #1

Helping Sells Radio

This is a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it.  Our first podstorm is with Megan Macaluso, VP of customer success and operations at ESG. The name of this episode is called: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except That We Blame Others for Doing It. Because Of Course We Don’t Do These Things. Other People Do.” On this episode, we talk about:Contact hoardingAdoption is a fool’s errandDeath By synergyBasically, Megan and I just recorded what would otherwise be a normal phone call between us. Enjoy.Here is a link to Kerry Bondine’s Journey Mapping Workshop that Megan attended: https://kerrybodine.com/customer-journeys/bootcamp/ Get on the email list at helpingsells.substack.com

1hr

12 Jun 2020

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Ep 63, Megan Macaluso, Onboarding – Tech Touch vs. Human Touch

Strikedeck Radio: Customer Success Live

Megan Macaluso joins Kristen Hayer to talk about the importance of balancing automation with a human-driven onboarding program.

43mins

17 Oct 2019

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119: Megan Macaluso Customer Success is a Hypothesis Machine

Helping Sells Radio

It's easy to say that we care about customer adoption, that our priority is to help customers adopt our products. The problem is that customer/product adoption is meaningless. Or at least it's too vague to be useful. It's not like we can run a report on adoption, can we? Megan Macaluso, VP of Strategic Development at ESG joins the show to talk about how we can measure adoption...more precisely. Not only does she lay out specific measurable customer adoption metrics, but she explains that the best way to learn what customers value (and therefore what to measure) is for customer success teams to pay attention to what customers are saying, look for patterns, and turn those patterns into hypotheses that the product teams (or data science team) can test. This is how we turn anecdotal data into objective data.  Too often we get dismissed when we bring up anecdotal stories like, "Customers hate the new green button." Product teams scoff and think to themselves, "You had two whole conversations about the green button? Wow. It must be a real problem." The right way to handle this problem is for the customer success team to say, "We have a hypothesis: This green button is causing customers to not perform that action. Could we test that?" A good product team should respond positively to that. But, advises Macaluso, we have to "pay attention to those indicators." In short, pay attention. Be a hypothesis machine.  Learn more about Megan: ESG - https://esgsuccess.com Megan's Blog - How to Measure Customer Adoption: https://esgsuccess.com/how-to-measure-customer-adoption/ Megan's Blog - 5 Questions to Gauge Customer Adoption: https://esgsuccess.com/5-questions-gauge-customer-adoption/ On Linkedin: https://www.linkedin.com/in/megan-macaluso-9a031a14/ Get on the email list at helpingsells.substack.com

47mins

21 May 2019