Andy Paul

Andy Paul Sell

Andy Paul is the author of his new book, "Sell without Selling Out: A Guide to Success On Your Own Terms." Guess what we talked about. Andy hooked me very early on in the book when he said that the purpose of his book is to "turn your back on salesy behaviors," which is how he defines "selling out." More about Andy:* His book: https://www.amazon.com/Sell-without-Selling-Out-Success-ebook/dp/B09G8464LL/ref=sr_1_1?keywords=selling+without+selling+out&amp;qid=1646704184&amp;sprefix=selling+without+se%2Caps%2C111&amp;sr=8-1* His website: https://www.andypaul.com/* On Linkedin: https://www.linkedin.com/in/realandypaul/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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Andy Paul is the author of his new book, "<a href="https://www.amazon.com/Sell-without-Selling-Out-Success-ebook/dp/B09G8464LL/ref=sr_1_1?keywords=selling+without+selling+out&amp;qid=1646704184&amp;sprefix=selling+without+se%2Caps%2C111&amp;sr=8-1" rel="nofollow" target="_blank">Sell without Selling Out: A Guide to Success On Your Own Terms</a>." Guess what we talked about. Andy hooked me very early on in the book when he said that the purpose of his book is to "turn your back on salesy behaviors," which is how he defines "selling out." More about Andy:* His book: <a href="https://www.amazon.com/Sell-without-Selling-Out-Success-ebook/dp/B09G8464LL/ref=sr_1_1?keywords=selling+without+selling+out&amp;qid=1646704184&amp;sprefix=selling+without+se%2Caps%2C111&amp;sr=8-1" rel="nofollow" target="_blank">https://www.amazon.com/Sell-without-Selling-Out-Success-ebook/dp/B09G8464LL/ref=sr_1_1?keywords=selling+without+selling+out&amp;qid=1646704184&amp;sprefix=selling+without+se%2Caps%2C111&amp;sr=8-1</a>* His website: <a href="https://www.andypaul.com/" rel="nofollow" target="_blank">https://www.andypaul.com/</a>* On Linkedin: <a href="https://www.linkedin.com/in/realandypaul/" rel="nofollow" target="_blank">https://www.linkedin.com/in/realandypaul/</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

354 Andy Paul Sell without selling out

Mikael Blaisdell

Mikael Blaisdell Onboarding

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Mikael Blaisdell, executive director of the Customer Success Association about his Rocketlane Propel22 talk. Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Mikael Blaisdell, executive director of the Customer Success Association about his Rocketlane Propel22 talk. Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

353 Mikael Blaisdell Onboarding and the company organization chart

Jeff Kushmerek Adventures

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Jeff Kushmerek, CEO &amp; founder of Infinite Renewals about his Rocketlane Propel22 talk.Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Jeff Kushmerek, CEO &amp; founder of Infinite Renewals about his Rocketlane Propel22 talk.Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

352 Jeff Kushmerek Adventures in software onboarding and implementations

Star Hofer

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Star Hofer is vice president of customer success at PartnerStack, multi-time top customer success influencer, and a customer success mentor coach at Catalyst Software. Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Star Hofer is vice president of customer success at PartnerStack, multi-time top customer success influencer, and a customer success mentor coach at Catalyst Software. Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

351 Star Hofer Says customer onboarding could start as early as the discovery call

Peter Armaly

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Peter Armaly is VP of Customer Success at ESG, advisor and board member and former customer exec at Oracle, BMC Software, and Eloqua.Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Peter Armaly is VP of Customer Success at ESG, advisor and board member and former customer exec at Oracle, BMC Software, and Eloqua.Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

350 Peter Armaly Building a better strategy for effective go live 

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Rod Cherkas is the CEO of HelloCCO, a strategy consultancy and advisory firm to CCOs. His Propel22 talk is about packing services offerings to support fast growth.Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Rod Cherkas is the CEO of HelloCCO, a strategy consultancy and advisory firm to CCOs. His Propel22 talk is about packing services offerings to support fast growth.Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

349 Rod Cherkas Packaging your services offerings to support fast growth

Irit Eizips

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Irit Eizips is the chief customer officer and CEO of CSM Practice, the leading customer success strategy firm for executives.Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Irit Eizips is the chief customer officer and CEO of CSM Practice, the leading customer success strategy firm for executives.Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

348 Irit Eizips Redesign customer onboarding to deliver first value

Donna Weber

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Donna Weber runs Springboard Solutions and is author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions."Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Donna Weber runs Springboard Solutions and is author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions."Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

347 Donna Weber Who thinks you are customer-centric: you or your customers? 

Mary Poppen

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Mary Poppen is the Chief Strategy &amp; Customer Officer at involve.ai, which helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence. Register for Propel22: https://rocketlane.com/propelMore 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Mary Poppen is the Chief Strategy &amp; Customer Officer at <a href="http://involve.ai" rel="nofollow" target="_blank">involve.ai</a>, which helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence. Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a>More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

346 Mary Poppen Improve customer onboarding with customer intelligence

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. My guest today is Kristi Faltorusso, VP of customer success at ClientSuccess, multi-time top 25 customer success influencer, advisor to numerous organizations, and founder of Keep It Simple, a content experience portal for customer success professionals. Register for Propel22: https://rocketlane.com/propel 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/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

We are doing a special series of episodes leading up to <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">Rocketlane's Propel22</a>, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. My guest today is Kristi Faltorusso, VP of customer success at <a href="https://www.clientsuccess.com/" rel="nofollow" target="_blank">ClientSuccess</a>, multi-time top 25 customer success influencer, advisor to numerous organizations, and founder of Keep It Simple, a content experience portal for customer success professionals. Register for Propel22: <a href="https://rocketlane.com/propel" rel="nofollow" target="_blank">https://rocketlane.com/propel</a> More about ServiceRocket:* Visit <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">ServiceRocket.com</a>: <a href="https://www.servicerocket.com/" rel="nofollow" target="_blank">https://www.servicerocket.com/</a>* On Linkedin: <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">https://www.linkedin.com/company/servicerocket/</a>* On Twitter: <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">https://twitter.com/servicerocket</a>* On Facebook: <a href="https://www.facebook.com/ServiceRocket/" rel="nofollow" target="_blank">https://www.facebook.com/ServiceRocket/</a>* On Instagram: <a href="https://www.instagram.com/servicerocket/" rel="nofollow" target="_blank">https://www.instagram.com/servicerocket/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

345 Kristi Faltorusso What is done: Defining successful onboarding

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

Great show on software customer success trends - worth a listen

Great podcast!

Friendly podcast offering the best tips to help your business grow.

Great Content, Great Hosts

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. <a href="https://helpingsells.substack.com?utm_medium=podcast" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Helping Sells Radio

Marty Cagan

Marty Cagan, founder and partner of the Silicon Valley Product Group and author of the book, Inspired: How to Create Tech Products Customers Love, joins Helping Sells Radio to talk about the new edition of his book, why product managers should fall in love with the problem not the solution, and whether Ben Horowitz is as hardcore in person as he is in his book, The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Marty Cagan, founder and partner of the Silicon Valley Product Group and author of the book, Inspired: How to Create Tech Products Customers Love, joins Helping Sells Radio to talk about the new edition of his book, why product managers should fall in love with the problem not the solution, and whether Ben Horowitz is as hardcore in person as he is in his book, The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 57: Marty Cagan says product management begins with a customer letter

Michael Tuso

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/   This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

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: <ul> <li> On Linkedin: <a href="https://www.linkedin.com/in/michaeltuso/" rel="nofollow" target="_blank">https://www.linkedin.com/in/michaeltuso/</a> </li> <li> Chili Piper: <a href="https://www.chilipiper.com/" rel="nofollow" target="_blank">https://www.chilipiper.com/</a> </li> </ul> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

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

Tom Lipscomb

Tom Lipscomb of The Successful Customer, and advisor to numerous SaaS startup CEOs and customer success teams, shares what it takes to gain credibility as an executive beyond one's functional area and get a seat at the table.   This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Tom Lipscomb of The Successful Customer, and advisor to numerous SaaS startup CEOs and customer success teams, shares what it takes to gain credibility as an executive beyond one's functional area and get a seat at the table.   This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

153: Tom Lipscomb If You Want A Seat at the Table Know Your Numbers

Ari Hoffman

According to Ari Hoffman, customer success is kind of like being a professional sports coach. The coach's number 1 priority isn't to fill the stands with fans, help the team get new sponsors, or worry about the price of food at the concession stands — it's to help the players win games. Help the players succeed on the field (or court, or wherever they play).   It's just one of the reasons why Hoffman, Customer Fanatic at MindTouch, spends his days listening to and sharing stories with customers, colleagues, other people in the tech industry, and even his friends and family. He wants to hear it all because he's curious about the stories that "engage people and raise the bar for everyone." This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

According to <a href="https://www.linkedin.com/in/arijhoffman/" rel="nofollow" target="_blank">Ari Hoffman</a>, customer success is kind of like being a professional sports coach. The coach's number 1 priority isn't to fill the stands with fans, help the team get new sponsors, or worry about the price of food at the concession stands — it's to help the players win games. Help the players succeed on the field (or court, or wherever they play). It's just one of the reasons why Hoffman, Customer Fanatic at <a href="https://mindtouch.com/" rel="nofollow" target="_blank">MindTouch</a>, spends his days listening to and sharing stories with customers, colleagues, other people in the tech industry, and even his friends and family. He wants to hear it all because he's curious about the stories that "engage people and raise the bar for everyone." This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

075: Ari Hoffman Reveals the Secret to Telling Stories that Resonate with Customers

Rick Adams

The purpose of customer success is to turn customers, who desire value and have bought your product, into customers who are getting value from your product. This according to Rick Adams, author of Practical Customer Success Management: Best Practice Framework for Rapid Generation of Customer Success. Since that is the purpose, customer success managers (CSMs) should focus their energy close this gap and help customers realize the value they were promised when they bought your product. Rick's book is written specifically for CSMs and lays out a framework for how a CSM can be successful at the job of customer success. In just one example for a competency that CSMs should master, and we talked about this in the show, is that the CSM should proactively seek further sales opportunities. This is a critically important competence. It doesn't mean CSMs should have a quota, and it's not an argument for who should own the renewal. It does mean that a CSM, who wants to be good at their job and maximize their contribution to the organization, should constantly be on the look out for opportunities to expand relationships with customers and even bring in new customers. Even if all that means is they'd then introduce that existing or new customer to the sales team and say, "I think there is a new opportunity here. I'd like to introduce you to __." This is what a professional CSM should be among the other competencies that Rick describes in his book.  Learn more about Rick Adams:  The book: Practical Customer Success Management: Best Practice Framework for Rapid Generation of Customer Success. Book comes out July 2 Amazon - https://www.amazon.com/Practical-Customer-Success-Management-Generation/dp/0367182769/ Barnes and Noble - https://www.barnesandnoble.com/w/practical-customer-success-management-richard-adams/1130660095 Rick's Website, Practical CSM - https://www.practicalcsm.com/ On Linkedin: https://www.linkedin.com/in/rickadams01/ Rick's Linkedin Article, The 14 Tenets of Customer Success: https://www.linkedin.com/pulse/14-tenets-customer-success-rick-adams/    We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com.  Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher Spotify Follow us on Social Media: ServiceRocket YouTube Twitter Facebook Linkedin Instagram Bill Cushard Twitter Linkedin Instagram  Tell us what you think of Helping Sells Radio We'd love it if you'd:  Write a review on Apple Podcasts. https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333 Tweet us using the hashtag #HelpingSells Comment below.  Thank you for listening to the show. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

The purpose of customer success is to turn customers, who desire value and have bought your product, into customers who are getting value from your product. This according to Rick Adams, author of Practical Customer Success Management: Best Practice Framework for Rapid Generation of Customer Success. Since that is the purpose, customer success managers (CSMs) should focus their energy close this gap and help customers realize the value they were promised when they bought your product. Rick's book is written specifically for CSMs and lays out a framework for how a CSM can be successful at the job of customer success. In just one example for a competency that CSMs should master, and we talked about this in the show, is that the CSM should proactively seek further sales opportunities. This is a critically important competence. It doesn't mean CSMs should have a quota, and it's not an argument for who should own the renewal. It does mean that a CSM, who wants to be good at their job and maximize their contribution to the organization, should constantly be on the look out for opportunities to expand relationships with customers and even bring in new customers. Even if all that means is they'd then introduce that existing or new customer to the sales team and say, "I think there is a new opportunity here. I'd like to introduce you to __." This is what a professional CSM should be among the other competencies that Rick describes in his book.  Learn more about Rick Adams: <ul> <li>The book: Practical Customer Success Management: Best Practice Framework for Rapid Generation of Customer Success.</li> <li>Book comes out July 2</li> <li>Amazon - <a href="https://www.amazon.com/Practical-Customer-Success-Management-Generation/dp/0367182769/" rel="nofollow" target="_blank">https://www.amazon.com/Practical-Customer-Success-Management-Generation/dp/0367182769/</a></li> <li>Barnes and Noble - <a href="https://www.barnesandnoble.com/w/practical-customer-success-management-richard-adams/1130660095" rel="nofollow" target="_blank">https://www.barnesandnoble.com/w/practical-customer-success-management-richard-adams/1130660095</a></li> <li>Rick's Website, Practical CSM - <a href="https://www.practicalcsm.com/" rel="nofollow" target="_blank">https://www.practicalcsm.com/</a></li> <li>On Linkedin: <a href="https://www.linkedin.com/in/rickadams01/" rel="nofollow" target="_blank">https://www.linkedin.com/in/rickadams01/</a></li> <li>Rick's Linkedin Article, The 14 Tenets of Customer Success: <a href="https://www.linkedin.com/pulse/14-tenets-customer-success-rick-adams/" rel="nofollow" target="_blank">https://www.linkedin.com/pulse/14-tenets-customer-success-rick-adams/</a></li> </ul> We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at <a href="http://www.helpingsells.com/" rel="nofollow" target="_blank">helpingsells.com</a>.  Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: <a href="https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333" rel="nofollow" target="_blank">Apple Podcasts</a> <a href="https://www.stitcher.com/podcast/servicerocket-media/helping-sells-radio" rel="nofollow" target="_blank">Stitcher</a> <a href="https://open.spotify.com/show/4y5JBmR9aKPJOARMprZNIL?si=0Y6pG00dTyuDiV2ZWReHcA" rel="nofollow" target="_blank">Spotify</a> Follow us on Social Media: ServiceRocket <a href="https://www.youtube.com/channel/UCWBoPP75dBYOvL87LgU0UpA" rel="nofollow" target="_blank">YouTube</a> <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">Twitter</a> <a href="https://www.facebook.com/servicerocket" rel="nofollow" target="_blank">Facebook</a> <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">Linkedin</a> <a href="https://www.instagram.com/servicerocket" rel="nofollow" target="_blank">Instagram</a> Bill Cushard <a href="http://www.twitter.com/billcush" rel="nofollow" target="_blank">Twitter</a> <a href="https://www.linkedin.com/in/billcushard" rel="nofollow" target="_blank">Linkedin</a> <a href="http://www.instagram.com/billcush" rel="nofollow" target="_blank">Instagram</a> <h2> Tell us what you think of Helping Sells Radio</h2> We'd love it if you'd: <ol> <li>Write a review on Apple Podcasts. <a href="https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333" rel="nofollow" target="_blank">https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333</a></li> <li>Tweet us using the hashtag #HelpingSells</li> <li>Comment below.</li> </ol> Thank you for listening to the show. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

135: Rick Adams Top Customer Success Managers Proactively Seek Further Sales Opportunities

Nick Mehta

In today's episode, customer success visionary and Gainsight CEO Nick Mehta joins us to discuss growing a massive tech conference focused on helping customers achieve outcomes, the evolution of the customer success industry, and his new book.    This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

In today's episode, customer success visionary and Gainsight CEO Nick Mehta joins us to discuss growing a massive tech conference focused on helping customers achieve outcomes, the evolution of the customer success industry, and his new book. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 18: Gainsight CEO Nick Mehta On Educating Customers To Achieve More Value

Torrey Podmajersky

The writer and customer success manager in me saw Torrey Podmajersky's (UX Writer at Google) new book, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word, and said to myself, "OMG, let's talk about this." So we did and pressed record. You might ask yourself why this kind of writing matters. In Torrey's words, "we need to onboard people into our product experience" with the expressed purpose of "setting them up for success." Yes, the product design must be good. But if you are using the wrong words, you can very easily prevent a customer from achieving their goal. Bad customer success. It is not just about good writing. It is about the (this is gonna be tricky to say) right.....writing. Torrey talks about a virtuous cycle of transforming users. A UX writer does this by first considering the company goals, then the customer's goals...then figuring out what and how to write...so that both goals can be met. It all starts with goals.  Learn more about Torrey:  Her book: https://www.amazon.com/Strategic-Writing-Engagement-Conversion-Retention/dp/1492049395 Her website: https://torreypodmajersky.com/ On Twitter: https://twitter.com/torreybird On Linkedin: https://www.linkedin.com/in/torreybird/ On Medium: https://medium.com/@torreyp    We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com.  Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher Spotify Follow us on Social Media: ServiceRocket YouTube Twitter Facebook Linkedin Instagram Bill Cushard Twitter Linkedin Instagram Tell us what you think of Helping Sells Radio We'd love it if you'd:  Write a review where ever you get your podcasts. Tweet us using the hashtag #HelpingSells. Comment below.  Thank you for listening to the show. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

The writer and customer success manager in me saw Torrey Podmajersky's (UX Writer at Google) new book, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word, and said to myself, "OMG, let's talk about this." So we did and pressed record. You might ask yourself why this kind of writing matters. In Torrey's words, "we need to onboard people into our product experience" with the expressed purpose of "setting them up for success." Yes, the product design must be good. But if you are using the wrong words, you can very easily prevent a customer from achieving their goal. Bad customer success. It is not just about good writing. It is about the (this is gonna be tricky to say) right.....writing. Torrey talks about a virtuous cycle of transforming users. A UX writer does this by first considering the company goals, then the customer's goals...then figuring out what and how to write...so that both goals can be met. It all starts with goals.  Learn more about Torrey: <ul> <li>Her book: <a href="https://www.amazon.com/Strategic-Writing-Engagement-Conversion-Retention/dp/1492049395" rel="nofollow" target="_blank">https://www.amazon.com/Strategic-Writing-Engagement-Conversion-Retention/dp/1492049395</a></li> <li>Her website: <a href="https://torreypodmajersky.com/" rel="nofollow" target="_blank">https://torreypodmajersky.com/</a></li> <li>On Twitter: <a href="https://twitter.com/torreybird" rel="nofollow" target="_blank">https://twitter.com/torreybird</a></li> <li>On Linkedin: <a href="https://www.linkedin.com/in/torreybird/" rel="nofollow" target="_blank">https://www.linkedin.com/in/torreybird/</a></li> <li>On Medium: <a href="https://medium.com/@torreyp" rel="nofollow" target="_blank">https://medium.com/@torreyp</a></li> </ul> We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at <a href="http://www.helpingsells.com/" rel="nofollow" target="_blank">helpingsells.com</a>.  Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: <a href="https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333" rel="nofollow" target="_blank">Apple Podcasts</a> <a href="https://www.stitcher.com/podcast/servicerocket-media/helping-sells-radio" rel="nofollow" target="_blank">Stitcher</a> <a href="https://open.spotify.com/show/4y5JBmR9aKPJOARMprZNIL?si=0Y6pG00dTyuDiV2ZWReHcA" rel="nofollow" target="_blank">Spotify</a> Follow us on Social Media: ServiceRocket <a href="https://www.youtube.com/channel/UCWBoPP75dBYOvL87LgU0UpA" rel="nofollow" target="_blank">YouTube</a> <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">Twitter</a> <a href="https://www.facebook.com/servicerocket" rel="nofollow" target="_blank">Facebook</a> <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">Linkedin</a> <a href="https://www.instagram.com/servicerocket" rel="nofollow" target="_blank">Instagram</a> Bill Cushard <a href="http://www.twitter.com/billcush" rel="nofollow" target="_blank">Twitter</a> <a href="https://www.linkedin.com/in/billcushard" rel="nofollow" target="_blank">Linkedin</a> <a href="http://www.instagram.com/billcush" rel="nofollow" target="_blank">Instagram</a> <h2>Tell us what you think of Helping Sells Radio</h2> We'd love it if you'd: <ol> <li>Write a review where ever you get your podcasts.</li> <li>Tweet us using the hashtag #HelpingSells.</li> <li>Comment below.</li> </ol> Thank you for listening to the show. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

137: Torrey Podmajersky Writing for UX and Customer Success

Chad Horenfeldt

Bluecore

Chad Horenfeldt is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. At Bluecore, he serves as Vice President of Customer Success and manages a CS team of CSMs, client onboarding, Support, technical services and education. Chad joined the show to discuss specific tips for hacking Customer Success at your own company. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Chad Horenfeldt is a Customer Experience and Customer Success executive with 15+ years experience developing Customer Success teams with companies of all sizes. At Bluecore, he serves as Vice President of Customer Success and manages a CS team of CSMs, client onboarding, Support, technical services and education. Chad joined the show to discuss specific tips for hacking Customer Success at your own company. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 37: Bluecore VP of Customer Success Chad Horenfeldt On Hacking Customer Success

Mary Poppen, Chief Customer Officer at Glint (now part of Linkedin) joined Helping Sells Radio to talk about how she implemented a low-touch, self-service customer success model and increased NPS at the same time. It seems counter intuitive that a company can do this. Most of us might think customers would want more service, more hands-on service, and more personalized service. But guess what? Mary listened to customers and guess what they said. Just guess. They said, "We want you to help us be more self-sufficient." Mary listened. Mary delivered.  Mary also talked about this during her talk at Gainsight Pulse Conference. But we got to the detail.  Irit Eizips of CSM Practice helped and co-delivered the Gainsight Pulse Conference talk with Mary. We talked to Irit about it at Pulse. Here is a link to her episode (#120): https://podcasts.apple.com/us/podcast/120-gainsight-pulse-2019-irit-eizips-says-customer/id1080713333?i=1000439320196 Learn more about Mary:  Her Linkedin Article: https://www.linkedin.com/pulse/happy-employees-customers-better-business-results-mary-poppen/ On Linkedin: https://www.linkedin.com/in/marypoppen/  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Mary Poppen, Chief Customer Officer at Glint (now part of Linkedin) joined Helping Sells Radio to talk about how she implemented a low-touch, self-service customer success model and increased NPS at the same time. It seems counter intuitive that a company can do this. Most of us might think customers would want more service, more hands-on service, and more personalized service. But guess what? Mary listened to customers and guess what they said. Just guess. They said, "We want you to help us be more self-sufficient." Mary listened. Mary delivered.  Mary also talked about this during her talk at Gainsight Pulse Conference. But we got to the detail.  Irit Eizips of CSM Practice helped and co-delivered the Gainsight Pulse Conference talk with Mary. We talked to Irit about it at Pulse. Here is a link to her episode (#120): <a href="https://podcasts.apple.com/us/podcast/120-gainsight-pulse-2019-irit-eizips-says-customer/id1080713333?i=1000439320196" rel="nofollow" target="_blank">https://podcasts.apple.com/us/podcast/120-gainsight-pulse-2019-irit-eizips-says-customer/id1080713333?i=1000439320196</a> Learn more about Mary: <ul> <li>Her Linkedin Article: <a href="https://www.linkedin.com/pulse/happy-employees-customers-better-business-results-mary-poppen/" rel="nofollow" target="_blank">https://www.linkedin.com/pulse/happy-employees-customers-better-business-results-mary-poppen/</a></li> <li>On Linkedin: <a href="https://www.linkedin.com/in/marypoppen/" rel="nofollow" target="_blank">https://www.linkedin.com/in/marypoppen/</a></li> </ul> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

132: Mary Poppen Increased NPS 40 Points Implementing a Self-Service Customer Success Model. It's OK to Be Jealous Now.

Nicolle Paradise

In our latest episode of Helping Sells Radio, Nicolle Paradise, Senior Director of Client Experience at ADP explains how she uses data and customer feedback to help guide how ADP deals with customers. Nicolle is a "big fan" of looking at customer data to discover how they're really feeling about her products and company. She combines what customers tell her with what the data to get a holistic view of the customers. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

In our latest episode of Helping Sells Radio, Nicolle Paradise, Senior Director of Client Experience at ADP explains how she uses data and customer feedback to help guide how ADP deals with customers. Nicolle is a "big fan" of looking at customer data to discover how they're really feeling about her products and company. She combines what customers tell her with what the data to get a holistic view of the customers. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 53: Nicolle Paradise of ADP Has a New Name for Customer Experience

Allison Pickens

You want outcomes? Allison Pickens, Chief Customer &amp; Corporate Development Officer at Gainsight, has outcomes. In fact, she is perhaps suggesting the ultimate customer outcome a customer could have after using your product. That outcome? Getting promoted. Think about it. Someone...an actual person bought your product. They stuck their neck out. Convinced many other people in their organization that buying your product was a good idea. The your product is a promise to make some meaningful improvement. People agreed and green-lighted the project. Looking back...someone is going to ask, "Was that a success?" If it was, perhaps your customer now looks so good, he or she ought to be promoted. Right? So, how many of your customers have been promoted? I think that might be the ultimate customer outcome. Put that in your dashboard and smoke it.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

You want outcomes? Allison Pickens, Chief Customer &amp; Corporate Development Officer at Gainsight, has outcomes. In fact, she is perhaps suggesting the ultimate customer outcome a customer could have after using your product. That outcome? Getting promoted. Think about it. Someone...an actual person bought your product. They stuck their neck out. Convinced many other people in their organization that buying your product was a good idea. The your product is a promise to make some meaningful improvement. People agreed and green-lighted the project. Looking back...someone is going to ask, "Was that a success?" If it was, perhaps your customer now looks so good, he or she ought to be promoted. Right? So, how many of your customers have been promoted? I think that might be the ultimate customer outcome. Put that in your dashboard and smoke it.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

081: Allison Pickens Do Your Customers Get Promoted After Using Your Product?

Jennifer Chiang

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/   This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

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:  <ul> <li> Her book: <a href="http://guidetocustomersuccess.com/" rel="nofollow" target="_blank">guidetocustomersuccess.com</a> </li> <li> On Linkedin: <a href="https://www.linkedin.com/in/jennifer-chiang/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jennifer-chiang/</a> </li> </ul> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

170 Jennifer Chiang Startup Guide to Customer Success

Matt Doar

Joining Helping Sells Radio is Matt Doar, Chief Toolsmith at ServiceRocket and author of the O'Reilly book Practical JIRA Administration. Sarah and Bill talked to Matt about why he considered laziness as a means for driving him to write books, how technical consulting is more about helping people than it is about configuring tools, and the great big question, "What should schools be teaching that they're not?" This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Joining Helping Sells Radio is Matt Doar, Chief Toolsmith at ServiceRocket and author of the O'Reilly book Practical JIRA Administration. Sarah and Bill talked to Matt about why he considered laziness as a means for driving him to write books, how technical consulting is more about helping people than it is about configuring tools, and the great big question, "What should schools be teaching that they're not?" This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 16: Atlassian Expert Matt Doar On Putting People Before Tools

Chris Doell

In this episode of Helping Sells Radio, Chris Doell, VP of Customer Success for the cloud security division of Cisco, talks about the importance of evaluating software vendors on four post-sales criteria in addition to price, features, benefits, and product fit, which most software buyers already focus on. Doell says these four criteria are hardly ever in RFPs that he receives from buyers, but you can bet they are in all of the RFPs that he sends to vendors. We dive into these four criteria with Doell to help you improve how you evaluate software companies.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

In this episode of Helping Sells Radio, Chris Doell, VP of Customer Success for the cloud security division of Cisco, talks about the importance of evaluating software vendors on four post-sales criteria in addition to price, features, benefits, and product fit, which most software buyers already focus on. Doell says these four criteria are hardly ever in RFPs that he receives from buyers, but you can bet they are in all of the RFPs that he sends to vendors. We dive into these four criteria with Doell to help you improve how you evaluate software companies.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 47: Chris Doell of Cisco On Selecting Vendors Based On How They Help Post-Sale

Monica Adractas

In this special episode of Helping Sells Radio, Director of Workplace by Facebook for the Americas Monica Adractas gives a talk about how Facebook thinks about educating employees of enterprise customers, many of whom do not have email and do not sit at desks. Deskless workers interact with colleagues at work primarily through an app in their mobile phone, which requires a whole new way of thinking about educating customers at scale. This is a recording of her talk at the Business of Customer Education Conference (BOCE), which was co-located at the Gainsight Pulse Customer Success Conference in May 2017. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

In this special episode of Helping Sells Radio, Director of Workplace by Facebook for the Americas Monica Adractas gives a talk about how Facebook thinks about educating employees of enterprise customers, many of whom do not have email and do not sit at desks. Deskless workers interact with colleagues at work primarily through an app in their mobile phone, which requires a whole new way of thinking about educating customers at scale. This is a recording of her talk at the Business of Customer Education Conference (BOCE), which was co-located at the Gainsight Pulse Customer Success Conference in May 2017. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 43: Workplace By Facebook's Monica Adractas on How Customer Education Should Meet Customers Where They Are

In this episode, Bill and Sarah take the audience to the Customer Success industry's premier conference, Gainsight Pulse Conference 2016. Guests interviewed include MindTouch CEO Aaron Fulkerson, Cloudera VP Customer Success Sarah Sproehnle, WalkMe VP Customer Engagement Emilia D'Anzica, and Glide Consulting founders Nils Vinje and Alex McClafferty. Hear insiders' perspectives on the future of customer success and helping customers love your software. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

In this episode, Bill and Sarah take the audience to the Customer Success industry's premier conference, Gainsight Pulse Conference 2016. Guests interviewed include MindTouch CEO Aaron Fulkerson, Cloudera VP Customer Success Sarah Sproehnle, WalkMe VP Customer Engagement Emilia D'Anzica, and Glide Consulting founders Nils Vinje and Alex McClafferty. Hear insiders' perspectives on the future of customer success and helping customers love your software. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 15: Pulse Conference 2016 Special Edition

It was a Kristen Hayer's idea. That we should bring our podcasts together and do a live, joint podcast at a customer success meetup. Well, we did it. And we recorded it. Here it is. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

It was a Kristen Hayer's idea. That we should bring our podcasts together and do a live, joint podcast at a customer success meetup. Well, we did it. And we recorded it. Here it is. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

149: Strikedeck Radio and Helping Sells Radio Team Up for a Dueling Podcast Meetup

Fresh off the plane from the CS100 Summit in Sundance, Utah, Carlos Quezada, head of customer success at Aruba talks about how he had the instinct to build a customer success team with a data person first. "I wanted to know what I was looking at before implementing solutions." Carlos used data to understand the customer based, so he could segment customers, and design the right solution for each. There are major lessons here for how to build customer success at scale with a very small team.  Learn more about Carlos:   On Linkedin: https://www.linkedin.com/in/cquezada/    We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com.  Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher Spotify Follow us on Social Media: ServiceRocket YouTube Twitter Facebook Linkedin Instagram Bill Cushard Twitter Linkedin Instagram Tell us what you think of Helping Sells Radio We'd love it if you'd:  Write a review where ever you get your podcasts. Tweet us using the hashtag #HelpingSells. Comment below.  Thank you for listening to the show. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

Fresh off the plane from the CS100 Summit in Sundance, Utah, Carlos Quezada, head of customer success at Aruba talks about how he had the instinct to build a customer success team with a data person first. "I wanted to know what I was looking at before implementing solutions." Carlos used data to understand the customer based, so he could segment customers, and design the right solution for each. There are major lessons here for how to build customer success at scale with a very small team.  Learn more about Carlos:  <ul> <li>On Linkedin: <a href="https://www.linkedin.com/in/cquezada/" rel="nofollow" target="_blank">https://www.linkedin.com/in/cquezada/</a></li> </ul> We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at <a href="http://www.helpingsells.com/" rel="nofollow" target="_blank">helpingsells.com</a>.  Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: <a href="https://podcasts.apple.com/us/podcast/helping-sells-radio/id1080713333" rel="nofollow" target="_blank">Apple Podcasts</a> <a href="https://www.stitcher.com/podcast/servicerocket-media/helping-sells-radio" rel="nofollow" target="_blank">Stitcher</a> <a href="https://open.spotify.com/show/4y5JBmR9aKPJOARMprZNIL?si=0Y6pG00dTyuDiV2ZWReHcA" rel="nofollow" target="_blank">Spotify</a> Follow us on Social Media: ServiceRocket <a href="https://www.youtube.com/channel/UCWBoPP75dBYOvL87LgU0UpA" rel="nofollow" target="_blank">YouTube</a> <a href="https://twitter.com/servicerocket" rel="nofollow" target="_blank">Twitter</a> <a href="https://www.facebook.com/servicerocket" rel="nofollow" target="_blank">Facebook</a> <a href="https://www.linkedin.com/company/servicerocket/" rel="nofollow" target="_blank">Linkedin</a> <a href="https://www.instagram.com/servicerocket" rel="nofollow" target="_blank">Instagram</a> Bill Cushard <a href="http://www.twitter.com/billcush" rel="nofollow" target="_blank">Twitter</a> <a href="https://www.linkedin.com/in/billcushard" rel="nofollow" target="_blank">Linkedin</a> <a href="http://www.instagram.com/billcush" rel="nofollow" target="_blank">Instagram</a> <h2>Tell us what you think of Helping Sells Radio</h2> We'd love it if you'd: <ol> <li>Write a review where ever you get your podcasts.</li> <li>Tweet us using the hashtag #HelpingSells.</li> <li>Comment below.</li> </ol> Thank you for listening to the show. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

145: Carlos Quezada Tech Touch Customer Success Starts with Data

Jeanne Bliss

I bet you have heard of the golden rule. You may have even followed it a few times in your life. There is nothing wrong with the golden rule. I think it's great. But if you think about it carefully, the golden rule is inherently selfish..."treat people the way 'we' want to be treated?" Jeanne Bliss has another idea. An idea that is more personal but less selfish. The idea is to treat people the way you would want your mom to be treated. Whoa! Think about that there for a minute. Then, think about it in the context of business. For example, answer this question: "Would you turn your mom's warrantee down 3 days after it expires?" Not! But companies do that to customers every day. And it's a shame.  Jeanne Bliss, 5-time chief customer officer and 4-time author has a new book that I think threatens the golden rule's reign. We will soon all invoke the "Make Mom Proud" rule for how to treat our customers. And that is the name of her new book, "Would You Do That Do You Mother: The 'Make Mom Proud' Standard for How to Treat Your Customers."  Jeanne joins us on Helping Sells Radio to help us apply this new rule on our businesses.  Here is a link to her book. https://www.amazon.com/Would-You-That-Your-Mother-ebook/dp/B074YL5DPP/ref=sr_1_1?ie=UTF8&amp;qid=1530545099&amp;sr=8-1&amp;keywords=make+mom+proud Learn more about Jeanne Bliss and her work: http://www.customerbliss.com/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

I bet you have heard of the golden rule. You may have even followed it a few times in your life. There is nothing wrong with the golden rule. I think it's great. But if you think about it carefully, the golden rule is inherently selfish..."treat people the way 'we' want to be treated?" Jeanne Bliss has another idea. An idea that is more personal but less selfish. The idea is to treat people the way you would want your mom to be treated. Whoa! Think about that there for a minute. Then, think about it in the context of business. For example, answer this question: "Would you turn your mom's warrantee down 3 days after it expires?" Not! But companies do that to customers every day. And it's a shame.  Jeanne Bliss, 5-time chief customer officer and 4-time author has a new book that I think threatens the golden rule's reign. We will soon all invoke the "Make Mom Proud" rule for how to treat our customers. And that is the name of her new book, "Would You Do That Do You Mother: The 'Make Mom Proud' Standard for How to Treat Your Customers."  Jeanne joins us on Helping Sells Radio to help us apply this new rule on our businesses.  Here is a link to her book. <a href="https://www.amazon.com/Would-You-That-Your-Mother-ebook/dp/B074YL5DPP/ref=sr_1_1?ie=UTF8&amp;qid=1530545099&amp;sr=8-1&amp;keywords=make+mom+proud" rel="nofollow" target="_blank">https://www.amazon.com/Would-You-That-Your-Mother-ebook/dp/B074YL5DPP/ref=sr_1_1?ie=UTF8&amp;qid=1530545099&amp;sr=8-1&amp;keywords=make+mom+proud</a> Learn more about Jeanne Bliss and her work: <a href="http://www.customerbliss.com/" rel="nofollow" target="_blank">http://www.customerbliss.com/</a> This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

076: Jeanne Bliss is Disrupting the Golden Rule

What would you do if your CEO came to you and said, “We need to 10X the number of customers who complete our training in the next twelve months. Product use is down and churn is up. I need your plan by next Thursday.” After your panic attack recedes, you probably say to yourself, “How am I going to do that?” If you can relate to this exchange, then keep calm and attend this session. In it you will learn how to be ready for that challenge with customer education strategy design.    In this special recording of a Gainsight Pulse Talk, Bill Cushard shows you how to design your customer education strategy and actually start working on it. Right here in this session.   If you are responsible for on-boarding or helping customers learn your product, this session is for you.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com

What would you do if your CEO came to you and said, “We need to 10X the number of customers who complete our training in the next twelve months. Product use is down and churn is up. I need your plan by next Thursday.” After your panic attack recedes, you probably say to yourself, “How am I going to do that?” If you can relate to this exchange, then keep calm and attend this session. In it you will learn how to be ready for that challenge with customer education strategy design.    In this special recording of a Gainsight Pulse Talk, Bill Cushard shows you how to design your customer education strategy and actually start working on it. Right here in this session.   If you are responsible for on-boarding or helping customers learn your product, this session is for you.  This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit <a href="https://helpingsells.substack.com?utm_medium=podcast&amp;utm_campaign=CTA_1" rel="nofollow" target="_blank">helpingsells.substack.com</a>

Episode 71: How to Design a Customer Education Strategy

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