Let’s be real. Retention rates are at an all-time low. So, in a world where you have to do more with less, how do you still service the same customer base and prevent churn? “You can't apply high-touch one-on-one CSM strategies to everything. And so you absolutely have to, right? So products, I think, like the one that you're working on, is an incredible solution—one avenue to drive customer education. If people don't understand how to use the mission-critical moments of impact we call in the pr...
Aug 09, 2023•35 min•Ep. 12
“Marketing creates demand, and then you hire a bunch of SDRs to generate opportunities, and then you hire a bunch of early to mid-career AEs to take those opportunities and turn them into revenue. And that's all supposed to yield results in a compelling way. It’s working less and less. Only 28% of reps are hitting quota right now. This means one out of three is hitting quota, and two out of three are not. Two-thirds of the money we spend is not productive,” says Sam. “So, how do you think about ...
Jul 26, 2023•32 min•Ep. 11
“When someone gives you feedback, the first thing to say in your head is, they care about me. And when you change that mindset, and you put yourself on the receive mode versus the defensive mode,” shares L. David Kingsley. “Hard mindset shift because, again, many of us grew up not being taught how to take feedback because we thought that meant we were doing something wrong. It's actually an affirmation of how much that person or that company, or that organization cares about us.” Tune in to hear...
Jul 19, 2023•33 min•Ep. 10
“I called it MVR. It's a monthly value review. I made it up, but it was essentially creating a notion document, like a template you sent to the customer every month to remind them when the renewal is, what the general sentiment is, what their goals are, and what the progress is to control. You're constantly communicating value to the customer every month. So they're reminded that you're providing them a value, which is a good starting point for shrinking it from quarterly to monthly.” Additional...
Jul 05, 2023•34 min•Ep. 9
“It's easy for an employee to expect the company to deliver the next step, and certainly, the company has a responsibility to play. But I like this concept that we're on a road trip, and you, as the employee, are in the driver's seat, and I'm your co-pilot. I'm right there with you. I have a map. I have a few options like, "Hey, maybe we go here or here. You can take this route or that route. But you're driving. I'm not driving." And it should always be that dynamic. Again, that just puts the ri...
Jun 21, 2023•33 min•Ep. 8
“We knew that we wanted to invest in a learning management system. We wanted to ensure that the experience wasn't just like, ‘OK, I have to watch these videos and read all this content.’ It needed to be this balance of an interactive and gamified experience. And how do we make sure that we can do it in a way that, you know, people want to learn and get excited? And so we came up with this theme called Split Arcade. We have seen just great interaction and feedback from our customers in terms of u...
Jun 07, 2023•30 min•Ep. 7
“In SaaS, switching costs are much easier. And so there's a lot more worth that has to happen on the customer success side too, again, ensure value high, high-value use cases, etc. So a lot of what we do is focus on doing our best to measure customer health. And you can think of health from a vendor's perspective as a value from a customer's perspective. So if I believe, you as a customer, are deriving great value from Box, I will give you a high health score. If I think you're not deriving grea...
May 22, 2023•34 min•Ep. 6
“If there's one thing you can get very, very good at, especially in L&D or maybe areas where it's not a direct sales, right? I'm like, okay, what have you done for me lately? Kind of thing. What is the ROI here? You've got to be incredibly good at your storytelling. So you've got to paint the picture for people. You've got to enroll them. They need to become champions for you. Here's what we're doing. Here's why this is important. Here's how you're gonna be involved. This is how I'm gonna en...
May 10, 2023•30 min•Ep. 5
“We look at moments of an employee experience, a moment is they're onboarding. A moment is, I just got promoted to leader. And so, let's do some leadership development. And these are really important. They're real-time relevant, upskilling, and support moments that matter. Also, movement matters.” Tune in to hear Marie share her expertise and valuable guidance on: Building a strong sense of community when teams are globally remote and hybrid. Discover how Getty Images embraces the challenge and ...
May 04, 2023•33 min•Ep. 4
“The thing that I really learned is that the whole sales tech stack is fascinating. Some companies have too many tools, spending too much and not getting any value out of them. And there are ones on the other side who really don’t have much of anything and are definitely not getting any value out of it. So how can we provide value and services to those CROs so you’re looking out the front windshield as opposed to the rearview mirror.” Tune in to hear Randy Seidl, Founder of Sales Community, disc...
Apr 12, 2023•30 min•Ep. 3
Tune in to hear more about John Schoenstein ’s not-so-linear career path to public-company CRO (spoiler, he had an impactful stint in Sales Enablement). From Midmarket orgs to IPOs and beyond, John has seen it all. He’ll also discuss: Why it's essential to adopt a culture of curiosity to accelerate learning and growth How his leadership philosophy anchors on coaching people to reach their full potential How he walks the walk when it comes to customer-centricity And much more....
Mar 23, 2023•28 min•Ep. 2
“For a long time, I’d see really amazing HR people drive business outcomes, but we were often relegated to clerical and administrative tasks. I think that L&D folks have had that same experience. This is why I feel strongly about making sure you have the right tools. Because when you are in spreadsheets and docs, you’re not producing the most transformative work.” Tune in to hear Cara Brennan Allamano , CPO at Lattice , discuss the following: The transformative moments in her career journey ...
Mar 03, 2023•29 min•Ep. 1
