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3 episodes with corporate it
2 episodes with corporate it
What does the IT strategy look like in an international corporation like voestalpine? What role does digitalization play, and how is the IT structure preparing for future challenges? In this episode of myPODCAST, host Sylvia Reim talks with Markus Schaal, the CIO of voestalpine, about the transformation and future development of corporate IT. Together, they explore how IT acts as a companion in digitalization and which strategies are being developed to strengthen IT and support employees. This episode has been translated into English using AI from their original conversation in German and the voices were also artificially generated.
Wie sieht die IT-Strategie in einem internationalen Konzern wie der voestalpine aus? Welche Rolle spielt Digitalisierung, und wie stellt sich die IT-Struktur für zukünftige Herausforderungen auf? In dieser Folge von myPODCAST spricht Moderatorin Sylvia Reim mit Markus Schaal, dem CIO der voestalpine, über die Transformation und zukünftige Entwicklung der Corporate IT. Gemeinsam erkunden sie, wie die IT als Digitalisierungsbegleiterin agiert und welche Strategien zur Stärkung der IT und zur Unterstützung der Mitarbeitenden entwickelt werden.
Roughly 12-14 years ago, a war raged in every corporate IT department. The people wanted iPhones at work. Corporate IT clung to their BlackBerry's. This is most certainly old news. Why bring it up now? I think time gives us perspective. There are lessons to be gleaned now that were hard to see then. We love to talk about the hot new tech trends. Do we ever look back and evaluate our previous positions? What did we get right? What... Read More Read More The post Leadership Lessons from Losing the BlackBerry appeared first on Zach on Leadership.
Having a structured financial strategy is crucial for financial success. Paying yourself first by saving 20% of income is a smart strategy. Dollar cost averaging is an effective investment strategy. Utilizing permanent life insurance can provide cash accumulation and tax advantages. Tax planning is essential for 1099 employees to optimize their finances. It's never too late to start saving and investing. Optimize finances before investing by paying off high-interest debt Work with a financial advisor to create a personalized plan Budgeting provides a holistic view of expenses and helps prioritize financial goals Use tools and resources to track expenses and gain financial knowledge Consider stocks and bonds as part of a diversified investment strategy Virtual meetings with a financial advisor are convenient and effective
Hey everyone! Welcome to Episode 61 of “Saul Searching” - The Saul Recruitment Podcast!
Chuck Joiner, Dave Ginsburg, Jim Rea, Eric Bolden, Jeff Gamet, Ben Roethig, Mark Fuccio, and Web Bixby look at the latest objective evidence that running Macs can save money over other options, and consider the question of whether you own your digital media, or whether you just think you do. MacVoices is supported by Incogni. Don't let companies exploit your personal information. It's risk- free with Incogni's 30-day money back guarantee! http://incogni.com/macvoices Show Notes: Chapters: 0:05:36 Introducing the topic: Cost of Apple hardware at university 0:06:55 The success of Mac installations in educational institutions 0:08:33 Macs in corporations: high support, employee satisfaction 0:14:12 Prevalence of Mac Stigma in Corporate IT 0:16:16 Lower IT Support Costs and Resistance to Change 0:23:03 The Dilemma of Physical Media and VHS Players 0:26:32 The Economics of Storing Digital Videos 0:30:18 PlayStation and Microsoft drop video marketplaces 0:32:29 The Importance of Physical Media for Sci-Fi Fans 0:33:24 Old Cartoons: Edited for Political Correctness 0:33:39 Concerns of revisionist history and potential piracy 0:35:09 Exploring alternatives to preserve favorite movies or TV shows Links: Apple @ Work: How The University of Kentucky reduced labor cost by 60% with Apple https://9to5mac.com/2023/12/02/thoughts-on-the-university-of-kentuckys-apple-deployment/ You Don't Own the Digital Shows and Movies That You 'Bought' https://lifehacker.com/entertainment/you-dont-own-digital-media Guests: Web Bixby has been in the insurance business for 40 years and has been an Apple user for longer than that.You can catch up with him on Facebook, Twitter, and LinkedIn. Eric Bolden is into macOS, plants, sci-fi, food, and is a rural internet supporter. You can connect with him on Twitter, by email at embolden@mac.com, on Mastodon at @eabolden@techhub.social, and on his blog, Trending At Work. Brian Flanigan-Arthurs is an educator with a passion for providing results-driven, innovative learning strategies for all students, but particularly those who are at-risk. He is also a tech enthusiast who has a particular affinity for Apple since he first used the Apple IIGS as a student. You can contact Brian on twitter as @brian8944. He also recently opened a Mastodon account at @brian8944@mastodon.cloud. Mark Fuccio is actively involved in high tech startup companies, both as a principle at piqsure.com, or as a marketing advisor through his consulting practice Tactics Sells High Tech, Inc. Mark was a proud investor in Microsoft from the mid-1990's selling in mid 2000, and hopes one day that MSFT will be again an attractive investment. You can contact Mark through Twitter, LinkedIn, or on Mastodon. Jeff Gamet is a technology blogger, podcaster, author, and public speaker. Previously, he was The Mac Observer's Managing Editor, and the TextExpander Evangelist for Smile. He has presented at Macworld Expo, RSA Conference, several WordCamp events, along with many other conferences. You can find him on several podcasts such as The Mac Show, The Big Show, MacVoices, Mac OS Ken, This Week in iOS, and more. Jeff is easy to find on social media as @jgamet on Twitter and Instagram, jeffgamet on LinkedIn., @jgamet@mastodon.social on Mastodon, and on his YouTube Channel at YouTube.com/jgamet. David Ginsburg is the host of the weekly podcast In Touch With iOS where he discusses all things iOS, iPhone, iPad, Apple TV, Apple Watch, and related technologies. He is an IT professional supporting Mac, iOS and Windows users. Visit his YouTube channel at https://youtube.com/daveg65 and find and follow him on Twitter @daveg65 and on Mastodon at @daveg65@mastodon.cloud Jim Rea built his own computer from scratch in 1975, started programming in 1977, and has been an independent Mac developer continuously since 1984. He is the founder of ProVUE Development, and the author of Panorama X, ProVUE's ultra fast RAM based database software for the macOS platform. He's been a speaker at MacTech, MacWorld Expo and other industry conferences. Follow Jim at provue.com and via @provuejim@techhub.social on Mastodon. Ben Roethig has been in the Apple Ecosystem since the System 7 Days. He is the a former Associate Editor with Geek Beat, Co-Founder of The Tech Hangout and Deconstruct and currently shares his thoughts on RoethigTech. Contact him on Twitter and Mastodon. Support: Become a MacVoices Patron on Patreon http://patreon.com/macvoices Enjoy this episode? Make a one-time donation with PayPal Connect: Web: http://macvoices.com Twitter: http://www.twitter.com/chuckjoiner http://www.twitter.com/macvoices Mastodon: https://mastodon.cloud/@chuckjoiner Facebook: http://www.facebook.com/chuck.joiner MacVoices Page on Facebook: http://www.facebook.com/macvoices/ MacVoices Group on Facebook: http://www.facebook.com/groups/macvoice LinkedIn: https://www.linkedin.com/in/chuckjoiner/ Instagram: https://www.instagram.com/chuckjoiner/ Subscribe: Audio in iTunes Video in iTunes Subscribe manually via iTunes or any podcatcher: Audio: http://www.macvoices.com/rss/macvoicesrss Video: http://www.macvoices.com/rss/macvoicesvideorss
Nate Lee, CISO at Tradeshift, talks about creating cloud security capabilities, working with engineering, and how he built a GenAI security question answering bot.About Nate:Nate is currently CISO at Tradeshift, a B2B SaaS platform where he built the security program that has secured over $1 trillion in global business transactions. Previous to that, he led various technical teams including the company's Platform Operations, Site Reliability Engineering and Corporate IT functions.He got his start as an engineer doing consulting, building systems and networks before joining Target Corporation. At Target, he built and secured systems that ensure the smooth flow of goods at one of the largest retailers in the country.In 2010, after relocating to the Bay Area, Nate joined the videoconferencing startup Fuze (later acquired by 8x8) as a Senior Architect before swiftly expanding his purview and leading the operations, security and escalated support teams.Like most in tech, he's currently spending an inordinate amount of time digging into AI and the practical implications it has to businesses, focusing on building secure-by-default systems and driving internal efficiencies.SPONSER NOTE: Support for Cloud Ace podcast comes from SANS Institute. If you like the topics covered in this podcast and would like to learn more about cloud security, SANS Cloud Security curriculum is here to support your journey into building, deploying, and managing secure cloud infrastructure, platforms, and applications. Whether you are on a technical flight plan, or a leadership one, SANS Cloud Security curriculum has resources, training, and certifications to fit your needs. Focus on where the cloud is going, not where it is today. Your organization is going to need someone with hands-on technical experience and cloud security-specific knowledge. You will be prepared not only for your current role, but also for a cutting-edge future in cloud security. Review and Download Cloud Security Resources: sans.org/cloud-security/ Join our growing and diverse community of cloud security professionals on your platform of choice: Discord | Twitter | LinkedIn | YouTube
Tate Talks with....Darren Strong, Scalable MSP Hear about Darrens MSP journey and how Scalable MSP is helping MSPs grow. You can connect with Darren on LinkedIn here About Darren Darren is the Managing Director and Founder of ScalableMSP, an MSP consultancy firm with a passion for helping MSP owners build the business they want, whilst bringing balance to their lives. With 20+ years in the MSP & Corporate IT services world in various leadership positions to build MSP business to £7m and 20% EBITDA, while also building and sharing knowledge as a facilitator for the ConnectWise Evolve peer group. During this time, I have gained knowledge about the highs and lows an MSP business owner faces. Through my extensive network and deep understanding of the MSP world, I have developed a strong understanding of what it takes to succeed in this fast-paced and evolving MSP market. I am passionate about helping MSP teams achieve their business & personnel goals, while guided to OML best practices and doing the heavy lifting for you within your core systems. We help MSPs to unlock, efficiency, profitability and Time with our multiple business optimization frameworks around the ConnectWise echo system. Music - https://www.purple-planet.com
The Corporate IT group is sometimes viewed as a black hole consuming resources and getting in the way of getting business done. Almost like some don't know what Corporate IT does... Some in the enterprise don't really know how to engage with and leverage technology to deliver value. If it is hard for those who work FOR the company, it can be even harder to navigate corporate IT as a consultant who has landed someplace to try to address business problems. Given that corporate IT represents a set of services or capabilities that enable an organization to realize business objectives, it is pretty important for anyone seeking to effect change to understand how to engage with them. Consultants especially need to work with corporate IT in order to deliver promised value for their consulting services (and to collect their fees). Suffice it to say that “navigating the client's IT organization” is not typically taught to consultants before they show up to solve business problems. I wanted to explore this topic with some smart friends. I hit up Chris Potts and R.M. Bastien who have both written and spoken on this topic a great deal. In this episode: What do we actually mean by corporate IT? What does it consist of and what does it usually provide to the rest of the company? Why do some IT groups have a dubious reputation for delivering value? This isn't true everywhere… what makes the difference? Why does IT sometimes seem disconnected from the business it is enabling? For consultants on technical engagements, what are some tips for establishing rapport with the IT group? For consultants on strategy engagements, how do they engage with client IT groups? Chris Potts is a globally-recognized enterprise architect, enterprise designer and mentor who has worked in over 27 countries and helps companies, governments and individual leaders with the creative, practical, cultural and political aspects of being successful in their given contexts. He's the author of a series of books on the value of IT, architecture and how change relates to them both. R.M. Bastien has worked for over 25 years as a management coach, trainer, and architect. His mission is to help leaders understand and overcome the challenges and limitations of the current corporate IT engagement model, and to achieve higher quality and faster delivery of business goals. He is the author of an executive leadership guide to corporate IT strategy. Check out their sites and publications below: Chris Potts Online: https://lnkd.in/gn7ux8F5 FruITion Trilogy: https://lnkd.in/g35RPPiS R.M. Bastien: https://rmbastien.com/ Understanding the Corporate IT Strategy Game: https://a.co/d/75pPl6X Add your thoughts to the conversation on LinkedIn or YouTube. You can also like and subscribe on the YouTube Channel (and you should!)
Thomas hat sein Hobby mit seinem Beruf verbunden und eine Fabel über Daten geschrieben. Er erklärt Kai, wie er damit Anfänger und Laien begeistern und an das Thema heranführen will. Was du in dieser Folge erfährst: - Was haben Tiere mit Daten zu tun? - Kann man trockene Daten-Themen mit Tieren einfacher veranschaulichen? - Wie arbeitet die PHOENIX group mit Daten? - Welche Datenprodukte bietet die PHOENIX group an? - Welche Daten-Ziele verfolgt die PHOENIX group in Zukunft? Seit 2002 ist Thomas Gengler für den europaweit agierenden Gesundheitsdienstleister PHOENIX group tätig. Von 2009 bis 2021 leitete er das BI-Team der Corporate IT und ist seit 2022 als "Head of Reporting & BI Solutions" für die Reporting-Lösungen in der neuen internationalen Data & Analytics-Domain zuständig. Mit der Datenkultur-Fabel "Gib dem Tiger Daten" hat Thomas im Februar 2023 sein erstes Fachbuch veröffentlicht, bei dem er seine private Leidenschaft für das Schreiben von Romanen mit seiner beruflichen Rolle als Data & Analytics-Experte verknüpft.
When Danielle, a corporate IT mom of three within a neurodiverse family, sets out on a journey to help her family and others, she discovers an unexpected path of self-discovery and learns to play her own unique instrument in life. Danielle Junker is a certified coach who works with teams, leaders, and parents. She is the founder of Leading With Purpose, a coaching organization. Danielle has spent her career working within Corporate IT and focusing on system implementations, process improvement, and project management. Danielle is married, has three school-aged children, and is a member of a neurodiverse family. She understands the delicate balance of parenting neurodivergent children, managing a career, and caring for yourself. Listen to this inspiring Parenting With Impact episode with Danielle Junker about learning to let go of expectations, collaborate and honor each person's needs, and use a strengths-based approach to build better relationships at work and home. Ten Self Care Tips for Parents Do you give and give until you give yourself away? You're not alone! In this FREE guide for caring (and exhausted!) parents, you may recognize some of the key tips -- but it's always good to have a reminder! And then there will be some new ideas to help you put yourself back on your list and find a little more peace and joy in family life. Sure, your kids may need more than other kids. But that doesn't mean you don't deserve the care you need to keep helping your kids! Here is what to expect on this week's show: How to best support neurodiverse children and foster strong relationships. Discovering values and gaining clarity on what direction to take in life through coaching. Finding balance between encouraging growth and accepting individual differences. Related Links: About Danielle Junker A Team to Support Parents & Families Shift Your Expectations to Manage Complex Kids A Huge “aha” Moment: Set Realistic Expectations for ADHD Kids Parent Expectations: 2 Steps To Success Connect with Danielle: https://www.leading-purpose.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices
Join Mike Cavaggioni with Tyson Koska on the 118th episode of the Average Joe Finances Podcast. Tyson shares how he got his first taste of entrepreneurism at age 13 and how that experience gave him his first sense of Financial Independence.In this episode, you'll learn:How being in a Corporate IT led Tyson to do personal financeHow the On Trajectory Software help other people plan out their personal financesManaging your FOMO (fear of missing out) and YOLO (You only live once) mentality Planning out your financial futureAnd so much more!About Tyson Koska:Tyson is a former helicopter pilot in the U.S. Army at the age of 20. He found himself the most in-debt even though he was making more money than ever before. Luckily, he was able to pay down that debt while deployed to Desert Storm – and another important financial lesson was learned.After leaving the military, and with fresh GI Bill funds in-hand, he earned a Bachelor's degree in English and, later, a Master's degree in Philosophy. Since neither of those degrees managed to pay the bills, Tyson turned to I.T.Spending the next 25 years in software development and working for large corporations in banking and insurance, Tyson founded OnTrajectory.com – a personal finance tool for both regular folks as well as professionals. Securing investment funds in 2021, Tyson is leading OnTrajectory into a new growth phase, in which he hopes to bring easy-to-use and accurate financial modeling to the masses.Find Tyson Koska on:Website: https://www.ontrajectory.com/Twitter: https://twitter.com/ontrajectoryFacebook: https://www.facebook.com/OnTrajectory/LinkedIn: https://www.linkedin.com/in/tysonkoskaAverage Joe Finances®Our social media links can be found here: https://averagejoefinances.com/linksNeed help Buying or Selling a House? https://averagejoefinances.com/realtorInterested in getting your real estate license? https://averagejoefinances.com/prepagentUse the same Audio/Video Editing Team that I use: https://editpods.comHost your own Podcast here: https://averagejoefinances.com/buzzsproutSocial Media Management Tool: https://averagejoefinances.com/social-mediaPay Off Your Mortgage in 5-7 Years:www.theshredmethod.com/averagejoefinancesMake Real Estate Investing Easier with DealMachine:https://averagejoefinances.com/dealmachineFree Stocks:● Robinhood: https://averagejoefinances.com/robinhood● Webull: https://averagejoefinances.com/webullGet Life Insurance: https://averagejoefinances.com/ladderAverage Joe Finances Swag: averagejoefinances.com/resources/shop*DISCLAIMER* https://averagejoefinances.com/disclaimer If you are interested in writing for Average Joe Finances or joining us for an interview on the podcast, please visit https://averagejoefinances.com/contactSee our episode transcripts here: https://www.averagejoefinancespod.com/episoMortgage Connects, an MGIC PodcastInsights and tips from top mortgage industry pros!Listen on: Apple Podcasts Spotify Stories and Strategies for Public RelationsCommunication is in every facet of our daily business.Listen on: Apple Podcasts SpotifySupport the show
Stéphan Boisson, Directeur des Systèmes d'Information de Comexposium, nous parle de la diversité de leurs choix stratégiques dans la digitalisation de leurs collaborateurs. Par ailleurs, il insiste sur l'importance de leur conduite du changement au niveau de l'accompagnement de leurs collaborateurs. De plus, Stéphan Boisson est fier de la dimension prise par l'assise de Cybersécurité au sein du portefeuille de Comexposium. Celui-ci est désormais évolutif et met l'accent sur les différents axes de leurs fonctions DSI.
My website http://masterfesto.comBuy my books https://amzn.to/3dxWMj8my email Isabel@masterfesto.comRon Delgado's website http://truewebdeals.comRon Delgado's email: sdelgado123@hotmail.com phone: 909-518-2118June is the month for celebrating Fathers. We have a special guest on the show today, Ronald Steven Delgado, a Successful Businessman and World Class Father. And he's extra special because he's my son! Here's some background on Ron. Before he started his own business, he held Corporate IT jobs at Honda motor company and Union Bank for 17 years. Left corporate IT job in 2007 to run full-time home business. “Best decision I've made in my career path. I wanted to spend more quality time with my family. I wanted to be there for those special moments.”Ron's online business sales with Amazon and other venues has been Very profitable, and he loves what he does. “If you love what you do, you'll never work a day in your life”. I highly recommend for anyone to find their passion, live it, and eventually get paid well for it.Support the show
In this episode we discuss Russia putting prisoner's to work on IT, and Cryptocurrency launderer put on US Sanctions list. Article 1 - Russia to Rent Tech-Savvy Prisoners to Corporate IT?Supporting Articles:Will It Blend Chuck Norris14th AmendmentWhat is Hard Labor?How Much do Prisoners Make in Each State? Article 2 - Cryptocurrency laundromat Blender shredded by US Treasury in sanctions firstSupporting Articles:Who Is A United States Person?Sanctions List Search ToolA Fistful of Bitcoins: Characterizing Payments Among Men with No NamesCrypto Crime Trends for 2022: Illicit Transaction Activity Reaches All-Time High in Value, All-Time Low in Share of All Cryptocurrency Activity If you found this interesting or useful, please follow us on Twitter @serengetisec and subscribe and review on your favorite podcast app!
During this beautiful conversation with Cassie Mather Reid, she shares her journey from leaving the Corporate IT world to becoming a powerful healer. I love how she listened to her heart when she knew things didn't feel right. We have a lot of similarities, so I really loved and understood her message. As many of us can relate: after having a child and needing to return to the corporate scene, Cassie felt unhappy and unfulfilled. She started out turning to yoga and then began a beautiful healing and transformative journey, leading her to curating her innate gifts and magic. She know helps other women who are feeling stuck in their lives, and/ or who have experienced trauma, and also feel as if something just "isn't right." Cassie offers a unique coaching experience where she helps women break through blocks and guides them to fulfill their own potential. She also uses her gift of healing to help women break-away from their pained past. If you're interested in learning more about Cassie, please see her website here. You can follow her on Instagram here: @cassie_mather_reidBio: Cassie is a Holistic Life Coach supporting heart led women, to empower them to connect to themselves. Her innate gifts support the journey from healing the trauma you carry, to not feeling enough and helping her clients step into their own power. Cassie helps women find their inner knowing and guides them to fulfill their own potential. Through her extensive career in Corporate IT to finding herself on a life changing self-discovery through yoga, reiki, healing and coaching, Cassie knew she had found her purpose in helping other heart led women. Her nurturing style, intuitive ability and the way she facilitates your journey truly creates magic and will help you rise.If you enjoyed this podcast, make sure to subscribe and leave a positive review! I don't have any sponsors, I rely purely on the generous donations of my listeners to operate my podcast. Feel free to support the show here: (https://www.buymeacoffee.com/angelamc)Make sure you're following me on Instagram to stay connected and up-to-date: @hercircle_thepodcast@angelamariechristian Support the show
When Cassie Mather-Reid stepped on the yoga mat she realized this quote " You do not have to be all of the things to all of the people". Cassie is a Holistic Life Coach supporting heart led women, to empower them to find their inner magic and live their life with purpose. Cassie's innate gifts support your journey to knowing your worthy and leads you to fulfil your own potential and purpose. Through her extensive career in Corporate IT to finding herself on a life changing self-discovery through yoga, reiki, healing and coaching, Cassie knew she had found her purpose in helping other heart led women. Cassie's nurturing style, intuitive ability and the way she facilitates your journey truly creates magic. To Connect with Cassie: https://www.facebook.com/CassieMatherReidCoaching/ https://www.instagram.com/cassie_mather_reid/ This podcast is all about inspiring , connecting and sharing stories Like, follow and share so we can hear each other and expand the definition of creativity to make it all inclusive! There are a bunch of exciting things going on at I Am Creative & Express Yourself Publishing to check out: https://www.iamcreativephilly.com/ If you have always wanted to write a book or be in one then check this out... You will be a #1 Amazon Best Seller... https://www.iamcreativephilly.com/express-yourself-publishing-house We are now gathering contributors for the next multi author book: Creativity Is.... Not Cute It Is Necessary To check it out go to: https://ytcz2qvw8xc.typeform.com/to/YyTyzAnA Also I Am Creative is now streaming on RVN TV platform. Check out the weekly interviews with incredible guests as we are expanding the definition of creativity and they are teaching me something... so fun! Check it out: https://rvntelevision.com/tv-show/i-am-creative/ Creatively Yours, Hollis
Corporate ITとしてジョインいただいた村木さんat岡山 (@kimmacing)とお話しました。
Dual Citizen, Consultant and Rowing Coach. The host for this show is Chang Wang. The guest is Martin Hyndman. Martin Hyndman shares his story within a career in Corporate IT and coaching student athletes: A dual citizen of the United Kingdom and the United States. An R & D expert in automation and machine learning, Martin Hyndman has been working with business units and Process Automation development teams to deliver efficiencies and advanced analytics using the latest Robotic Process Automation (RPA) and Machine Learning tools. Martin is also a Collegiate rowing/crew coach. He started coaching Oxford University 'Bumps' crews during Summer Eights Week but after completing a British Rowing Coaching Program focused on 2,000m multi-lane racing. Hyndman is a graduate from Nottingham Trent University and spent four seasons with the Great Britain Lightweight team under GBR Olympic Head Coach, Mark Lees. He moved to Minnesota in 2001 and founded the Cimarron Rowing Club (Lake Elmo), coaching Junior and Masters scullers. As a Master's athlete he competes in the single scull at major sporting events. The ThinkTech YouTube Playlist for this show is https://www.youtube.com/playlist?list=PLQpkwcNJny6m0sDYgbpbsi65EHVp8ynG8 Please visit our ThinkTech website at https://thinktechhawaii.com and see our Think Tech Advisories at https://thinktechadvisories.blogspot.com.
When we think about technology, old has become synonymous with slow, inefficient, outdated. Once a device reaches a certain age (or starts performing poorly), we're quick to toss it out in favor of a sparkling replacement. But the ongoing chip shortage crisis has put unprecedented strain on companies' hardware supplies – leading many in IT to ask: what if a device's age isn't the real problem? What if that lifecycle can be extended? This week, incoming Nexthink Ambassador Barbara Matoe, along with Nexthink's own sustainability expert Mary Anne Cacciola, join the show to discuss how to extend hardware lifecycles – and how doing so will help both the environment and a business's bottom line. We discuss: - Common misconceptions around device age and performance - How to make a big impact with small changes - Using hardware and application data to understand the true impact of employee devices - Advocating for Green IT best practices across the organization To learn more about Green IT and extending hardware lifecycles, be sure to check out the latest Nexthink Insights Report: Quantifying e-Waste in Corporate IT. Read it on the DEX Hub (dex.nexthink.com) for free from March 3rd. To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform. Listening on a desktop & can't see the links? Just search for Digital Employee Experience in your favorite podcast player.
Cassie Mather-Reid is a Holistic Life Coach, working with all aspects of you on a physical, mental and energetic level. Cassie supports heart-led women in business, to empower them to connect to themselves.Working with women who have already worked so much on their growth and healing, yet they are still feeling stuck or disempowered. Cassie's innate gifts support the journey from healing the trauma you carry, to not feeling enough and helping her clients start to step into their own power. She helps them find their inner knowing and Cassie leads them to fulfil their own potential, find their own journey and not the one someone else thinks it should be.Through her extensive career in Corporate IT to finding herself on a life changing self-discovery through yoga, reiki, healing and coaching, she knew she had found her purpose in helping other heart-led women. Cassie's nurturing style, her intuitive ability and the way she facilitates your journey truly creates magic and will help you rise.In this episode, Cassie and Jo dive deep and ... • Uncover why, when you've done all the training, got all the certificates, you still don't trust yourself.• Talk about your inability to connect with your clients is making business a struggle.• Help you understand when the healing can pause and the action can start. To heal is to grow – not to stop!You can find Cassie here: https://www.cassiematherreid.com
Do we have to be afraid of technology in our daily lives in the future? How the way we work is changing and what does ‘'the workplace of the future'' mean? Watch the interview and find out. In this #LeadershipDeepDive episode, CarstenTrapp, Head of Corporate IT of Zeiss Group talks with Hendrik Deckers about (i) adapting to new technology trends, (ii) implementing a workforce transformation and (iii) putting IT and Digital teams working together (Digital Power House). Carsten shares his view on leveraging technology to embrace automation and make life easier with ‘'robotisation''. ✅ UiPath technology & Center of Competence for using RPA (Robotic Process Automation) ✅ Personal Robots ✅ AI and machine learning Carsten follows his personal mantra in his work life: ‘'love it, change it or leave it''. He believes that if you love the things you do, you have a big chance to succeed. He describes Zeiss as a family-oriented organisation which makes it stronger as well as an organisation who wants to serve for a purpose. Watch the full interview to learn more about Carsten and Zeiss incredible work. #CIONEXT #UiPath #DigitalLeaders #DigitalTransformation #Automation #FullyAutomatedEnterprise #CIONET #DigitalLeadership #CIO Table of Content 01:05 | Introduction and Carsten Trapp's background 03:04 | About Zeiss Group 04:50 | 4 Business Units in Zeiss 05:27 | Locations, revenue 05:45 | Major drivers for change 07:40 | Strategy to changes of trends 09:30 | Zeiss' approach to innovating business 11:50 | Workplace of the future 13:59 | Guidelines of the IT team 15:47 | Reorganisation of workplace due to pandemia 17:16 | Workforce transformation 19:27 | Diversity gives opportunity 20:22 | Challenges to recruit IT team 21:38 | How Zeiss attracts new talents 22:42 | Embrace automation 24:59 | UiPath experiments 26:04 | ‘'Robotisation'' 27:32 | Control on future technology in everyday life 30:04 | AI & machine learning 31:31 | IT and Digital dependence 35:10 | Sourcing strategy 39:00 | Role of CIO/IT 40:50 | Management style 42:14 | Leadership style 44:25 | MBTI: the Protagonist 46:20 | Overcoming weaknesses 48:03 | Carsten's core values 49:30 | Personal drivers in life 50:40 | Inspirations 54:00 | Personal mantra 55:13 | Best moment in life 56:19 | The worst thing ever happen to me and lessons from it 58:17 | Carsten's biggest fear 59:27 | The best thing ever happen to me 1:00:00 | Advice to newcomers
Think of the last time a person said something mean. How did you feel? Angry, sad… How about grateful? Happy Thanksgiving! For this Thanksgiving episode of the Boss Mamas podcast, Analiza talks with Mexican American Cora Schumann, Senior Director and Head of Corporate IT at eHealth. Cora's mother and father grew up in Mexico without much money; her mother grew up literally under a tree. Her mother and father legally immigrated to the US to have a better life for their family. Cora was put in the ESL class and faced racism by her peers and teachers, even being told that she would never go to college. What did Cora do with this? She was thankful because it ignited her desire to go to college. But the hardships didn't stop. In Boss Mamas, we talk about gratitude even for the hard things. Cora is a great example of this. With each challenge, she practiced gratitude and was inspired to pick a path she wouldn't have thought possible for herself. Cora is grateful for these challenges because she wouldn't be the leader and mom she is today. Analiza and Cora discuss: Cora's parents and the poverty they faced in Mexico that encouraged them to move to the US Cora's upbringing as the youngest of 8 and being placed in an ESL class Being named to the prom court and how Cora responded to a belittling comment How Cora responded to a friend who encouraged her to have a smaller dream Cora's move to a male dominated career field and how she took on the challenge of sexism Cora's prayers answered for her husband and three children sixteen months apart How Cora embeds prayer and gratitude into each and every day Get full show notes and more information here: https://analizawolf.com/ep-9-gratitude-for-the-hard-things-with-cora-schumann Resources: Professional Development: Symantec's in-house “In Her Shoes” program for women Connect with Cora: LinkedIn: Cora Schumann | LinkedIn Facebook: Cora Schumann | Facebook Instagram: Cora Schumann (@coraschumann)
As the first male voice on the podcast, it is really interesting to hear Julian's perspective on confidence. I really love his thoughts around confidence not being a passive past-time and you have to work at it. He then went on to say about how confidence to him is about being positive and having an underpinning theme of wanting to feel & do good. We go on to talk about confidence running through everything from taking breaks, stress, and managing meetings and networking. Julian has spent 25 years in Corporate IT sales working with Global 500 organisations such as Lloyds Bank, JP Morgan, Tesco Stores, Thames Water, Honda of Swindon, Microsoft Corp, IBM, CapitalOne, Deutsche Bank, Merrill Lynch, Schroders AM, Novartis, Pfizer, GSK, to name a few! He lives in Chichester and is married with two grown up daughters. He loves golf, skiing and classic cars.He lists his key skills as: problem solver and business networker and offers business/sales development for all organisations looking for accelerated growth.Get in touch with Julian: Julian.moore@salesconsultingsolutions.co.ukWant to know more about me & Enrichment Coaching then follow the link below to my website.https://www.enrichmentcoaching.co.uk/
Links:douglasjbeck.comBio:Douglas J. Beck is a speaker, a life coach, an entrepreneur, a consultant to established and aspiring entrepreneurs, and a business growth strategist. After working in Corporate IT and Procurement for several years, Douglas made the bold decision to give up his 9-to-5 career for the freedom of entrepreneurship. Though challenging, Douglas has learned a great deal on his journey, and he enjoys the life he has built for his family.As an expert real estate investor, Douglas has closed hundreds of transactions on properties all across the country, joint-ventured with other real estate professionals, and coached hundreds of clients on starting and growing a successful real estate investing business. At a deeper level, Douglas is passionate about helping people live fuller lives. Through life coaching, he helps people who feel stuck, overwhelmed, disconnected, or burnt out in their current careers to find peace and clarity. As a consultant, he helps leaders strategize on all areas of their professional lives and get the results that will elevate their businessor career. Douglas does all of this while helping clients use real estate investing as a means to achieving their goals.
Hi there! Thank you for listening! Join April as she talks all things money management with Lyndsey Monahan! Lyndsey Monahan, Financial Professional with WealthWave:Lyndsey spent 12 years in Corporate IT and left Corporate America to start her career as a financial professional in 2015. Lyndsey is a graduate of Illinois State University with a degree in Accounting/Computer Science. She holds a couple of financial industry designations and a number of licenses. Lyndsey teaches people, specifically women, How Money Works! She has a true passion for helping women become empowered through personal finance and growing their wealth.Prior to her career in personal finance, Lyndsey spent 12 years in Corporate IT for a large insurance company. She left Corporate America to start her career as a financial professional in 2015. She and her husband, Byron, live in Frisco where she's a Mom to Stella and Bonus Mom to Caleb!This episode is sponsored by BetterHelp - if you or someone you know would benefit from Therapy from the comfort of your phone - check out BetterHelp at better help.com/BGP Also, if you have a podcast and need an A1 editor or a studio space like ours, please reach out to Keith at Mixit1studio@gmail.com
Our guest is a writer, speaker, coach, consultant, teacher, and more from Marketing with JR - Common Sense Marketing With Extraordinary Results is Janice R Means, MBA.Janice spent years in Corporate IT interwoven with various Marketing stints. She brings her Fortune 50 experience to you with a focus on marketing strategies and tactics. She is an innovative problem solver that loves to use her experience, knowledge, and forward thinking to help you market your business with an uncanny knack to spot holes in your marketing strategy/plans/tactics.Marketing with JR was started in 2015 to allow Janice to provide additional marketing services that could not be provided under her promotional marketing franchise. At that time, the focus was on speaking and trade show booths.However, Janice would often audit business' marketing plans. Assist with email marketing campaigns and review online issues and plans. As well as deal with and learn the online processes for her own brick and mortar company.Currently, the main focus of Marketing with JR is leveraging the online tools to make the most out of your business' online presence.Janice has a Bachelor of Arts in Mathematics from Blackburn College and Masters in Business Administration from Governor's State University.Other Interesting pieces of data –Janice was on LinkedIn for years before she was on Facebook. It made more sense as a corporate person. Now, both places are important to her.Because of her corporate IT background, she is not afraid of the technology. Although, she is strategic about what tech she is an early adopter and what tech she is a wait and see. They don't test software like they did back when there were just mainframes.Janice was born in Pennsylvania and moved to Illinois when she was 1.Facebook link: https://www.facebook.com/JRMeans/ and business page https://www.facebook.com/MarketingwithJRYou have LinkedIn but just in case: https://www.linkedin.com/in/janicermeans/Some articles published by Funnel Magazine.Other articles published in various outlets via HARO.Brought to you by: https://senditrising.com
Pekka Nurmi, Director of Corporate IT at Cimcorp, talks with Sarah about the company’s efforts to modernize IT to increase its ability to be strategic, nimble, and most impactful.
In this episode of CISO Talk, we enter Part II of the conversation between host and CISO James Azar and Ron Green, CSO at MasterCard and Robin Bienfait, Founder at Atlanta Tech Park to discuss the latest FinTech improvements and how the industry has evolved in the last year. This is the unaired part of the Fireside chat Tune in to this amazing podcast and make sure to subscribe and comment CISOTalk Paisley Shirt Challenge Donate now to support the wounded warrior project and get James to wear an ugly paisley shirt for one or all of his shows: https://tiltify.com/@cisotalk/ciso-talk-paisley-shirt-challenge CISO Talk is suppored by: KnowBe4: https://info.knowbe4.com/phishing-security-test-cyberhub Whistic: www.whistic.com/cyberhub Attivo Networks: www.attivonetworks.com Bio: Ron Green 1/2014 - Present Executive Vice President and Chief Information Security Officer, MasterCard 12/2012-1/2014 Senior Vice President and Deputy CISO - US Operations, Fidelity National Information Services, Inc. 11/2009- 12/2012 Director, Investigation and Protection Operations, Corporate Security, Research in Motion 12/2007-11/2009 Senior Vice President, Bank of America, eCommerce/ATM 10/2003-12/2007 Senior Vice President, Bank of America, Corporate Information Security 1/1995-10/2003-Special Agent US, US Secret Service 6/1994-1/1995-Sales Representative, Ethicon Suture 6/1990-6/1994-Lieutentant, US Army, Air Defense Artillery Specialties: Current Certified Information Systems Security Professionals(CISSP) Information Systems Security Management Professional (ISSMP) Member Domestic Security Alliance Council (DSAC) Member Police Investigation Operations Committee for IACP Member Overseas Security Advisory Council (OSAC) Member Financial Services / Information Sharing and Analysis Center (FS/ISAC) Past Electronic Crimes Special Agent Chair of Training for the Scientific Working Group on Digital Evidence Board Member FS/ISAC Member IT Sector Coordination Council (IT/SCC) Linkedin Profile: https://www.linkedin.com/in/ronjgreen/ Bio: Robin Bienfait Executive with 30+ years of experience and expertise in mobility, security, business development, enterprise sales, wireless network operations and engineering. Global Intrapreneur working to build businesses within businesses and driving new revenue opportunities. Current engagements: CEO and Founder of Emnovate, Chairman of Global Aviation, Partner Valor Ventures, member of Georgia Institute of Technology Board and a Tiffany Circle member of the American Red Cross. Independent director for Mitsubishi Finance, GWLC and Putnam investments. Prior roles - Senior Advisor to Samsung Electronics on B2B. Chief Enterprise Innovation Officer for Samsung Electronics building Samsung Business Services for enterprise customers. Open ecosystem of partners and solutions with a mobile first strategy. Prior role as CIO of Research In Motion, Ltd. in which I oversaw the Enterprise Business Unit P&L, BlackBerry Operations, Customer Service and Corporate IT functions. Previously, I led over 30,000 employees at AT&T (retired) dedicated to building a scalable and reliable enterprise class network. Throughout my 22+ years with AT&T, I held various senior leadership positions, including Bell Labs, Global Network Services lines of business and Chief Compliance Officer. LinkedIn Profile: https://www.linkedin.com/in/robinbienfait/ **** Find James Azar Host of CyberHub Podcast, CISO Talk, Goodbye Privacy, Tech Town Square, Other Side of Cyber and CISOs Secrets James on Linkedin: https://www.linkedin.com/in/james-azar-a1655316/ James on Parler: @realjamesazar Telegram: CyberHub Podcast ****** Sign up for our newsletter with the best of CyberHub Podcast delivered to your inbox once a month: http://bit.ly/cyberhubengage-newsletter ****** Website: https://www.cyberhubpodcast.com Youtube: https://www.youtube.com/channel/UCPoU8iZfKFIsJ1gk0UrvGFw Facebook: https://www.facebook.com/CyberHubpodcast/ Linkedin: https://www.linkedin.com/company/cyberhubpodcast/ Twitter: https://twitter.com/cyberhubpodcast Instagram: https://www.instagram.com/cyberhubpodcast Listen here: https://linktr.ee/CISOtalk The Hub of the Infosec Community. Our mission is to provide substantive and quality content that's more than headlines or sales pitches. We want to be a valuable source to assist those cybersecurity practitioners in their mission to keep their organizations secure.
Episode Summary - Whether you are an Employee or an Entrepreneur, we all need to make investments. You work hard for money; make money work harder for you. Investing is not only to take charge of your financial security, but it should also help you grow your wealth to generate an additional source of income. For that, you need to invest wisely. In this episode, we discuss how you can leverage your money by investing in the real estate market and into multifamily units. And what are some of the mistakes people make while investing? Key Points: Name of the Guest - Venkat Avasarala About the Guest - Venkat is a Co-founder of Raven Multifamily, a Real Estate Investment company based in Dallas, Texas. Venkat founded this company after transitioning from 14 years of Corporate IT career. Raven specializes in value-add Multifamily (apartments) investing in high growth markets of the United States. Venkat provides investment opportunities to individual and institutional investors to earn Passive Income through syndication and partnerships. Venkat's currently managed $300 Million worth of assets in Texas & Colorado. Social Links of the Guest - Website - http://www.ravenmf.com Facebook Profile - https://www.facebook.com/ravenmultifamily/ LinkedIn Profile - https://www.linkedin.com/in/venkat-avasarala-9a09a94/ https://profiles.forbes.com/members/realestate/profile/Venkat-Avasarala-Co-Founder-Raven-Multifamily-Raven-Multifamily/7efbd613-5100-4deb-a906-40b349634431 https://www.forbes.com/sites/forbesrealestatecouncil/2020/11/10/applying-for-your-first-mortgage-14-expert-tips-to-boost-your-approval-chances/?sh=a05a07c4dbe6 About the Host: Ann Carden is a highly sought-after Expert Business Growth Consultant, Marketing Strategist, three-time published Author and a #1 Bestselling Author, and Professional Speaker for small businesses and entrepreneurs. With more than forty-one years of business experience and coaching and consulting hundreds of coaches, entrepreneur's and owners in more than forty different industries to more success, Ann knows what it takes to succeed in all areas of business. After spending thirteen years in corporate business management, Ann started her journey as an entrepreneur building businesses for herself for twenty-nine years. Her first business started out of financial hardship and Ann was able to propel that business into the international market (before the internet.) After selling that business, she went on to start and build five more businesses to succeed. She has sold those businesses and today has a passion for helping small business owners and entrepreneurs build their success. She has been featured on the affiliates of ABC, NBC, CW, and FOX, among many other media outlets. Her articles have been published on Small Business Trendsetters and Business Innovators Magazine, and she has been a featured guest on multiple podcast shows such as; “Business Innovators Radio” podcast which can be heard at: BusinessInnovatorsRadio.com/Ann-Carden. She was also chosen as one of the top coaches in the world by Six-Figure Coach Magazine. Through the years Ann has educated thousands of professionals through speaking, workshops, seminars, and online platforms as a Speaker. Social Links: Linkedin: http://www.linkedin.com/in/business-consultant-coach Youtube: https://www.youtube.com/anncarden Facebook: https://www.facebook.com/Ann-Carden-A-Carden-Inc-110882230558068/
In this episode of CISO Talk, James Azar is joined by Ron Green, CSO at MasterCard and Robin Bienfait, CEO at Atlanta Tech Park to discuss the latest FinTech improvements and how the industry has evolved in the last year. This is a preview to our full Fireside chat for the Cyber FinTech Conference hosted by Atlanta Tech Park and CyberHub Summit. The Event is on April 27th, 2021 and the rest of the episode will be available then to watch… Tune in to this amazing podcast and make sure to subscribe and comment Bio:Ron Green 1/2014 - Present Executive Vice President and Chief Information Security Officer, MasterCard 12/2012-1/2014 Senior Vice President and Deputy CISO - US Operations, Fidelity National Information Services, Inc. 11/2009- 12/2012 Director, Investigation and Protection Operations, Corporate Security, Research in Motion 12/2007-11/2009 Senior Vice President, Bank of America, eCommerce/ATM 10/2003-12/2007 Senior Vice President, Bank of America, Corporate Information Security 1/1995-10/2003-Special Agent US, US Secret Service 6/1994-1/1995-Sales Representative, Ethicon Suture 6/1990-6/1994-Lieutentant, US Army, Air Defense Artillery Specialties: Current Certified Information Systems Security Professionals(CISSP) Information Systems Security Management Professional (ISSMP) Member Domestic Security Alliance Council (DSAC) Member Police Investigation Operations Committee for IACP Member Overseas Security Advisory Council (OSAC) Member Financial Services / Information Sharing and Analysis Center (FS/ISAC) Past Electronic Crimes Special Agent Chair of Training for the Scientific Working Group on Digital Evidence Board Member FS/ISAC Member IT Sector Coordination Council (IT/SCC) Linkedin Profile: https://www.linkedin.com/in/ronjgreen/ Bio:Robin Bienfait Executive with 30+ years of experience and expertise in mobility, security, business development, enterprise sales, wireless network operations and engineering. Global Intrapreneur working to build businesses within businesses and driving new revenue opportunities. Current engagements: CEO and Founder of Emnovate, Chairman of Global Aviation, Partner Valor Ventures, member of Georgia Institute of Technology Board and a Tiffany Circle member of the American Red Cross. Independent director for Mitsubishi Finance, GWLC and Putnam investments. Prior roles - Senior Advisor to Samsung Electronics on B2B. Chief Enterprise Innovation Officer for Samsung Electronics building Samsung Business Services for enterprise customers. Open ecosystem of partners and solutions with a mobile first strategy. Prior role as CIO of Research In Motion, Ltd. in which I oversaw the Enterprise Business Unit P&L, BlackBerry Operations, Customer Service and Corporate IT functions. Previously, I led over 30,000 employees at AT&T (retired) dedicated to building a scalable and reliable enterprise class network. Throughout my 22+ years with AT&T, I held various senior leadership positions, including Bell Labs, Global Network Services lines of business and Chief Compliance Officer. LinkedIn Profile: https://www.linkedin.com/in/robinbienfait/ CISOTalk Paisley Shirt Challenge Donate now to support the wounded warrior project and get James to wear an ugly paisley shirt for one or all of his shows: https://tiltify.com/@cisotalk/ciso-talk-paisley-shirt-challenge April 27th, 2021 – Cyber FinTech Conference in hybrid mode, tickets are available at atpcyberfintech.com CISO Talk is suppored by: KnowBe4: https://info.knowbe4.com/phishing-security-test-cyberhub Whistic: www.whistic.com/cyberhub Attivo Networks: www.attivonetworks.com **** Find James Azar Host of CyberHub Podcast, CISO Talk, Goodbye Privacy, Tech Town Square, Other Side of Cyber and CISOs Secrets James on Linkedin: https://www.linkedin.com/in/james-azar-a1655316/ James on Parler: @realjamesazar Telegram: CyberHub Podcast ****** Sign up for our newsletter with the best of CyberHub Podcast delivered to your inbox once a month: http://bit.ly/cyberhubengage-newsletter ****** Website: https://www.cyberhubpodcast.com Youtube: https://www.youtube.com/channel/UCPoU8iZfKFIsJ1gk0UrvGFw Facebook: https://www.facebook.com/CyberHubpodcast/ Linkedin: https://www.linkedin.com/company/cyberhubpodcast/ Twitter: https://twitter.com/cyberhubpodcast Instagram: https://www.instagram.com/cyberhubpodcast Listen here: https://linktr.ee/CISOtalk The Hub of the Infosec Community. Our mission is to provide substantive and quality content that's more than headlines or sales pitches. We want to be a valuable source to assist those cybersecurity practitioners in their mission to keep their organizations secure.
Topic: Cyber FinTech Conference On this week's tech corner, Robin joins me to talk about the upcoming Cyber FinTech Conference on April 26th – 28th. 2021 in Atlanta, GA. We talk about the event itself, its purpose and about the latest cyber trends. Tune in for a fun conversation where Robin always drops a few pieces of wisdom! Guest Bio: Robin's bio: Executive with 30+ years of experience and expertise in mobility, security, business development, enterprise sales, wireless network operations and engineering. Global Intrapreneur working to build businesses within businesses and driving new revenue opportunities. Current engagements: CEO and Founder of Emnovate, Chairman of Global Aviation, Partner Valor Ventures, member of Georgia Institute of Technology Board and a Tiffany Circle member of the American Red Cross. Independent director for Mitsubishi Finance, GWLC and Putnam investments. Prior roles - Senior Advisor to Samsung Electronics on B2B. Chief Enterprise Innovation Officer for Samsung Electronics building Samsung Business Services for enterprise customers. Open ecosystem of partners and solutions with a mobile first strategy. Prior role as CIO of Research In Motion, Ltd. in which I oversaw the Enterprise Business Unit P&L, BlackBerry Operations, Customer Service and Corporate IT functions. Previously, I led over 30,000 employees at AT&T (retired) dedicated to building a scalable and reliable enterprise class network. Throughout my 22+ years with AT&T, I held various senior leadership positions, including Bell Labs, Global Network Services lines of business and Chief Compliance Officer. Tech Corner is supported by these great partners please make sure to check them out: KnowBe4: https://info.knowbe4.com/phishing-security-test-cyberhub Whistic: www.whistic.com/cyberhub James Azar Host of CyberHub Podcast James on Linkedin: https://www.linkedin.com/in/james-azar-a1655316/ ****** Sign up for our newsletter with the best of CyberHub Podcast delivered to your inbox once a month: http://bit.ly/cyberhubengage-newsletter ****** Website: https://www.cyberhubpodcast.com Youtube: https://www.youtube.com/channel/UCPoU8iZfKFIsJ1gk0UrvGFw Facebook: https://www.facebook.com/CyberHubpodcast/ Linkedin: https://www.linkedin.com/company/cyberhubpodcast/ Twitter: https://twitter.com/cyberhubpodcast Instagram: https://www.instagram.com/cyberhubpodcast Listen here: https://linktr.ee/cyberhubpodcast CISO Talk Podcast: https://linktr.ee/CISOtalk
Leo Clancy is a member of the Executive Committee of IDA Ireland. IDA's mission is to attract Foreign Direct investment to Ireland, creating jobs and economic benefit for the people of Ireland. He leads the Technology, Consumer and Business Services sectors, comprising over 40% of IDA's portfolio, as well as having responsibility for Corporate IT.Leo's clients at IDA include the largest technology companies in the world. His role is to ensure continued growth and success for those companies already invested in Ireland and to continuously attract new investors. Over his six years at IDA he has worked closely with investors and with the Irish industrial and policy landscape through a major growth phase for technology companies.
Topic: FinTech Cyber Robin Bienfait joins the show again to discuss the challenges CIO and CISO are going through during these times and the challenges they are working on overcoming, we also discuss the cybersecurity challenge for Startups and small business and how they can start to manage cybersecurity Guest Bio: Executive with 30+ years of experience and expertise in mobility, security, business development, enterprise sales, wireless network operations and engineering. Global Intrapreneur working to build businesses within businesses and driving new revenue opportunities. Current engagements: CEO and Founder of Emnovate, Chairman of Global Aviation, Partner Valor Ventures, member of Georgia Institute of Technology Board and a Tiffany Circle member of the American Red Cross. Independent director for Mitsubishi Finance, GWLC and Putnam investments. Prior roles - Senior Advisor to Samsung Electronics on B2B. Chief Enterprise Innovation Officer for Samsung Electronics building Samsung Business Services for enterprise customers. Open ecosystem of partners and solutions with a mobile first strategy. Prior role as CIO of Research In Motion, Ltd. in which I oversaw the Enterprise Business Unit P&L, BlackBerry Operations, Customer Service and Corporate IT functions. Previously, I led over 30,000 employees at AT&T (retired) dedicated to building a scalable and reliable enterprise class network. Throughout my 22+ years with AT&T, I held various senior leadership positions, including Bell Labs, Global Network Services lines of business and Chief Compliance Officer. Robin's Linkedin: https://www.linkedin.com/in/robinbienfait/ James Azar Host of CyberHub Podcast James on Twitter: https://twitter.com/james_azar1 James on Linkedin: https://www.linkedin.com/in/james-azar-a1655316/ ****** Sign up for our newsletter with the best of CyberHub Podcast delivered to your inbox once a month: http://bit.ly/cyberhubengage-newsletter ****** Website: https://www.cyberhubpodcast.com Youtube: https://www.youtube.com/channel/UCPoU8iZfKFIsJ1gk0UrvGFw Facebook: https://www.facebook.com/CyberHubpodcast/ Linkedin: https://www.linkedin.com/company/cyberhubpodcast/ Twitter: https://twitter.com/cyberhubpodcast Instagram: https://www.instagram.com/cyberhubpodcast
Robin is an experienced technology and cyber executive with over 30 years' experience and is currently the CEO of Atlanta Tech Park, she joins host James Azar to discuss the state of Cybersecurity and FinTech and announce the Cyber FinTech conference in March of 2021 and a series of virtual events leading up to the main event hosted at the beautiful Atlanta Tech Park. Guest Bio: Executive with 30+ years of experience and expertise in mobility, security, business development, enterprise sales, wireless network operations and engineering. Global Intrapreneur working to build businesses within businesses and driving new revenue opportunities. Current engagements: CEO and Founder of Emnovate, Chairman of Global Aviation, Partner Valor Ventures, member of Georgia Institute of Technology Board and a Tiffany Circle member of the American Red Cross. Independent director for Mitsubishi Finance, GWLC and Putnam investments. Prior roles - Senior Advisor to Samsung Electronics on B2B. Chief Enterprise Innovation Officer for Samsung Electronics building Samsung Business Services for enterprise customers. Open ecosystem of partners and solutions with a mobile first strategy. Prior role as CIO of Research In Motion, Ltd. in which I oversaw the Enterprise Business Unit P&L, BlackBerry Operations, Customer Service and Corporate IT functions. Previously, I led over 30,000 employees at AT&T (retired) dedicated to building a scalable and reliable enterprise class network. Throughout my 22+ years with AT&T, I held various senior leadership positions, including Bell Labs, Global Network Services lines of business and Chief Compliance Officer. Robin's Linkedin: https://www.linkedin.com/in/robinbienfait/ To attend, sponsor or be part of the Cyber FinTech Conference on March 8-10, 2021 visit https://www.atpcyberfintech.com James Azar Host of CyberHub Podcast James on Twitter: https://twitter.com/james_azar1 James on Linkedin: https://www.linkedin.com/in/james-azar-a1655316/ ****** Sign up for our newsletter with the best of CyberHub Podcast delivered to your inbox once a month: http://bit.ly/cyberhubengage-newsletter ****** Website: https://www.cyberhubpodcast.com Youtube: https://www.youtube.com/channel/UCPoU8iZfKFIsJ1gk0UrvGFw Facebook: https://www.facebook.com/CyberHubpodcast/ Linkedin: https://www.linkedin.com/company/cyberhubpodcast/ Twitter: https://twitter.com/cyberhubpodcast Instagram: https://www.instagram.com/cyberhubpodcast Listen here: https://linktr.ee/cyberhubpodcast CISO Talk Podcast: https://linktr.ee/CISOtalk
In this episode of the Virtual Coffee with Ashish edition, we spoke with Parul Kharub, CISSP, HMM. Parul has spent number of years in the Operational Technology (OT) space building cybersecurity strategy and if you in the OT space or want to do cybersecurity in this space. This is episode not to miss. Host: Ashish Rajan - Twitter @hashishrajan Guest: Parul Kharub - Linkedin Parul & Ashish spoke about What was your path into CyberSecurity or your current role? What does Cloud Security mean for you? Do you work in any particular cloud provider or multi-cloud? Operational Technology Vs Informational Technology, what’s the difference? Example of industries that use Operational Technology How is the public cloud space effecting OT environments? What is Industry Evolution 4.0? What is IoT? Why would someone move OT environment (physical assets) to Cloud? Example of Cyberattacks in OT and how do these attackers get access to this network? Social Engineering, Phishing, SPAMs are these relevant in Operational Technology environments? How are the different environments like IT, Corporate IT & Operational Technology architected in this industries? Do Executives, C-Suite in such industries know about cybersecurity for OT? Is the Information Security Triad for OT world different? CIA + Safety What are the right process to consider for an Operational Technology environment? What does Incident Response and CyberSafety process and training look like in OT environments? Relevance of IoT and AI in OT (Smart Factory or Smart Devices or 5G LTE)? What certifications and training (certifications) are available for cybersecurity jobs in an Operational Technology industry (e.g Tesla) ? ShowNotes and Episode Transcript on www.cloudsecuritypodcast.tv Twitter - @kaizenteq @hashishrajan If you want to watch videos of this and previous episodes: - Twitch Channel: https://lnkd.in/gxhFrqw - Youtube Channel: https://lnkd.in/gUHqSai
Spielt in der hoch-regulierten Finanzindustrie Cloud überhaupt eine Rolle?... Selbstverständlich! In dieser Episode des ITCS Pizzatime Tech-Podcasts wird Euch Lars Bolanca, Head of Corporate IT bei der Deutschen Börse Group, erzählen welche Herausforderungen und Chancen in der Nutzung von Cloud-Tech für die Finanzindustrie entstehen, warum die Cloud ein wesentlicher Innovationstreiber für diese ist und welches Potenzial sich in der Neugestaltung der Finanzdienstleistungsbranche hieraus ergibt! Dieser Vortrag ist im Rahmen des ITCS FFM 2019 entstanden. Werdet Teil der ITCS-Community und folgt uns auf Social Media unter: itcs_conference (Instagram // Twitter // YouTube). Der ITCS Pizzatime Podcast ist Teil des ITCS – Tech Konferenz, IT Jobmesse & Festival – schnapp dir dein kostenloses Ticket hier: https://www.it-cs.io/ Redaktion: Katharina Bauriedel & Matthias Walenda Produktion: ITCS - Umbeck & Walenda Media GmbH Moderation: Leonie Peyerl
Allen (not his real name) works in corporate IT. He makes very good money, but only works about half of the year—the rest of the time he is “unemployed” (at least that’s how he essentially presents himself to people he’s dating). When he’s not traveling abroad, he’s traveling the country in an Airstream trailer, parking in RV parks, and periodically taking on corporate IT jobs along the way. He grew up mainly in the Seattle area, living in foster homes, being homeless, and hanging out with a group of what he refers to as “Asian suprematists.” He shares all these parts of his life, and also talks about how he does NOT like the work that he does for money, but accepts it for what it is, and that it allows him his “pretty luxurious” lifestyle.
In this episode of SLMA Radio (525th weekly program), guest host Nick Lissette interviews Black Pearl CIO Mike Guggermos. They discuss the glaring mistakes sales and marketing people from technology companies make in trying to sell to IT. These, Mike says are the mistakes that contribute to lost sales such as: The four questions that make IT managers want to vomit when asked by salespeople Is IT really the roadblock in selling to a company? The biggest mistake a salesperson makes in selling to the IT manager. Why salespeople need to talk outcomes and performance indicators over features Why IT gets measured on financials and not marketing outcomes Why the IT budget doesn’t include IT for marketing How IT organizations are budgeted The conflict between Corporate IT and Marketing IT. When salespeople fail to address the risk of implementation About Mike Guggermos: Mike Guggemos is the Chief Information Officer (CIO) for the Black Pearl Mail. Mike brings extensive global experience to the role having served as a senior executive in two F500 firms over the last 25 years. Most recently Mike was the CIO of Insight Enterprises, Inc. where he was responsible for Information Technology as well directly engaging with critical global clients. Prior to Insight, Mr. Guggemos held numerous positions with Motorola, Inc., to include Corporate Vice President, Information Technology where he was responsible for end to end IT architecture, applications, infrastructure, engineering and other IT services. Linkedin for Mike Guggermos About Black Pearl Mail Founded in 2014, Black Pearl Mail is a software-as-a-service (SaaS) product that helps companies increase their brand awareness and grow revenues. Black Pearl has been engineered to seamlessly integrate with Microsoft's O365 and G-Suite. Black Pearl is the perfect accompaniment to any businesses email communications by making it Manageable, Actionable and Insightful. Centralized signature management ensures easy brand consistency and compliance. Banner messaging transforms passive email communication into a value-add digital marketing tool. End-user insights let emails understand when and how recipients are interacting with their email. The company is headquartered in Scottsdale, Arizona, also has a growing R&D hub in Wellington, New Zealand and support office in Zurich. To learn more, please visit www.blackpearlmail.com. About Our Guest-Host Nick Lissette Nick Lissette is the Founder and Chief Technology Officer of Black Pearl Mail. With almost a decade of experience in business email, Nick also serves as a Director on both the Fiduciary and Advisory Boards. Nick is an ‘entrepreneur’s entrepreneur’ with a keen knack of identifying emerging technologies and markets. Lissette on Linkedin You may also like: Six Ways to Make Email Work Smarter for Marketing and Sales
Chris Dawes left a Corporate IT career with Blackburn rovers FC to start his own web design company called Scruffy Monkey. Chris shares how he grew the company from a start up to an award-winning web design comapny with a team of 16 people working with them Chris: https://www.scruffymonkey.co.uk/ Greg: https://gregdetisi.com Rob: http://rleat-fitness.com/
He’s a midlife divorced dad raising 2 kids but that hasn’t stopped Dom from becoming a health empowerment coach. Unlike most health coaches, Dom chose not to not focus on what people eat, or their exercise, rather, he focuses on helping to discover and transform the underlying root causes of old, destructive loops that prevent his clients from succeeding in their health, overall wellness & life! Dom understands what it's like to be on both sides of the fence because he grew up as a heavy weight kid for the first half of his life along with his destructive loops. Moving on from there to his early 50s Dom recognized his career of 30 years in Corporate IT sucked the spirit of life out of him. The best antidote to that was to follow his heart and passion earning his health & life coach certifications; as he felt that path was the key to his new future and it has been. Despite his numerous big life challenges in one year during his career transition Dom says he’s discovered a newfound freedom he never had before plus he feels like he’s finally now living life on his terms. This is why the question begs to be asked what were the keys that helped Dom to ‘live on his terms?” During this podcast you’ll hear Dom’s answers and others too and they’re not complex, costly or time consuming. Dom describes them as 3 principles he’s personally learned that are critical to your success. Sharing his personal experience, Dom talks about his passion to help elevate & empower people who feel stuck in a life or body they are not happy with. For more go to Dom’s website: CoachDomCampbell.com to take advantage of his special offer using this link: http//bit.ly/free55minutecall
In this episode, Mike Hamilton shares strategies for leading successfully in a fast-paced, ever-changing, challenging business environment Mike Hamilton is the Head of Information Technology for Mulesoft-a SF Bay Area company and a leader in integration platform as a service (iPaaS.), now part of the Salesforce family. Mike has been a deeply technical and strategic technology leader in the Technology Industry for 18 years delivering successful technology solutions in SaaS, IaaS, and PaaS environments. He’s helped Mulesoft grow from 4 offices to over twelve worldwide, building policies and practices that fit the needs of exponential growth. He’s known in the industry for his strong ability to build teams and create cross team wins and continually improving business processes. Mike is quoted as saying: “I love technology and the power it can deliver to help people fulfill their potential and be successful. But over the course of my career leading technical teams in diverse companies and across many different products and platforms, I have always considered myself a human being first. The IT teams I have built and led have a focus first on achieving customer success by bringing people and technology together. The mantra for my teams is, “We will not be the department of NO; we will be the team that works fast, gets things done and provides value to our customers.” And while keeping pace with all the new technology today is my passion, I am most proud of seeing my team develop as people first, and technology professionals second, while they build positive partnerships that directly impact our business. I hope that as they move on in their careers they will carry forward this philosophy and approach to their teams and change the way Corporate IT is viewed forever!” Connect with Mike Hamilton on Linked In: https://www.linkedin.com/in/mike-hamilton-bab4b44
Live from The Cantina, Jeff and Dave interview one of their mentors. They discuss a variety of topics ranging from getting your first job, the skills you need to land that first job and internet sensation LilTay. This episode is filled with great advice, amazing stories from Jeff and Chris's past. You will not want to miss this episode. Make sure you listen to the very end if you want to see a sneak peak of what happens behind the scenes of a Kernel Panic Podcast recording session. Make sure you check out our previous episodes at www.kernelpanicpodcast.com. If you are interested in Corporate IT make sure you listen to our last episode with Dre (https://www.instagram.com/r3dgear/) Show Links Women Who Code (https://www.womenwhocode.com/) LilTay (https://www.kernelpanicpodcast.com) No I'm not linking to that Meetups (https://www.meetup.com/cities/us/ma/boston/tech/?_cookie-check=vAsn9MuA9BZyDjbB) One Laptop Per Child (http://one.laptop.org/) Follow Us! twitter.com/@kernelpaniclive (https://twitter.com/@kernelpaniclive) twitter.com/@tutorialinux (https://twitter.com/@tutorialinux) twitter.com/@dmbuddy (https://twitter.com/@dmbuddy) Help Support the Kernel Panic Podcast All of the stuff below we use and swear by. These are referral links, so we might get something out of if you decide to click through. We don't care if you do, though. Learn some Python (https://www.humblebundle.com/software/python-dev-kit-bundle?partner=kernelpanicpodcast) Need some really inexpensive VPS hosting? Try out Linode (https://www.linode.com/?r=20432203230a2cafb7d9b412dbf4727615ae0817) Have a dog? Get your first BarkBox for free! (https://www.barkbox.com/r/1OARRWF9W3) Intro Credit: www.bensound.com Special Guest: Chris Morley.
Edwards Lifesciences partners with clinicians to develop innovative technologies in the areas of structural heart disease and critical care monitoring to help patients live longer, healthier and more productive lives. The Edwards Lifesciences IT team recently embarked on a journey to move many of their business critical corporate IT applications to AWS to better support the Edwards Lifesciences mission to help patients worldwide. In this session, the Edwards Lifesciences team would like to propose a different approach for Corporate IT teams to consider with respect to the cloud that can help fulfill key business outcomes while transforming IT infrastructure quickly… and safely! An approach that starts with business critical applications to take full advantage of the scale and growth that were key requirements for the team. It worked for us and created a new vibe in our IT organization which we are currently enjoying.
MWH 060: How to create a Virtual Event that builds a tribe Have you ever toyed with the idea of creating a virtual event to increase your biz exposure? With the continuous improvements we're seeing technologically, it's never been so feasible. There's so MANY great ways you can innovate in biz to really set you apart. A virtual event is just that, an event where registrants don't actually need to be present to attend which is a fab way to reach a larger audience at a significantly smaller cost - think venue hire, catering, styling and all the other bells and whistles…WIPED from your expenses. It's a serious win if you can pull it off. Our guest this week, has been able to grow her business to new heights using this strategy. THIS WEEK’S PODCAST So this week we welcome Lucia Hiscock onto the virtual couch. Lucia is the founder of Bertolissio, a global luxury women's ready to wear brand which is elegant and feminine all at once. Prior to this, Lucia worked in Corporate IT and while she was successful, she found it unfulfilling. Her love of fashion pushed her to re-invigorate her career. What really sets Lucia apart is her ability to innovate, having launched the wildly successful virtual event, 'The Luxurious Womens' Summit'. Through the summit, Lucia has been able to secure some OUTSTANDING speakers and grow her community to new heights. Today Lucia is taking us through some actionable steps on how we can implement this strategy. When Lucia's not busy styling the world, one garment and event at a time, she's playing mum to her gorgeous daughters Olivia and April. WHAT YOU WILL LEARN 1. HOW to create a virtual event that builds a tribe 2. HOW to create an email sales funnel that converts 3. HOW to monetise once you've created your event A LOWDOWN ON WHAT WE CHATTED ABOUT Lucia's Biz journey from idea to launch ALL about Lucia's biz journey BONUSES Lucia is providing ALL of us hustlers with access to The Luxurious Womens' Summit and as a little bonus, will provide us with an actionable workbook for FREE! Once registered, you will have access to watch and learn from 20 international inspiring women as they reveal their secrets to living a luxurious life. CONNECT WITH LUCIA Web: www.bertolissio.com Instagram: https://www.instagram.com/luciahiscock I hope this podcast has inspired you to think outside of the traditional marketing box! A massive thanks to Lucia for sharing her knowledge with us. HOOKED ON MWH? CONNECT WITH ME HERE: Web: https://tracyharris.wpengine.com/ Facebook: https://www.facebook.com/Mumswithhustle/ Instagram: www.instagram.com/mumswithhustle Twitter: https://twitter.com/MumsWithHustle Biz Club: https://www.facebook.com/groups/mumswithhustle/ P.S. Love MWH Podcasts? Review me on iTunes!
Lincoln Murphy's focus is customer success. He's currently the growth architect at Winning by Design, where he creates blueprints and playbooks for customer success managers and leaders. In the past, he founded Sixteen Ventures and led customer success at Gainsight. Using customer success to drive growth across the entire customer lifecycle, he has helped over four hundred SaaS and enterprise software companies accelerate growth and retain valuable customers. Contents On the website, click any timestamp to start listening to the episode at the noted location. Resources Mentioned in Episode Episode Transcript [00:00] Intro [Read] [02:27] Pre-SaaS Career in Supply Chain Management [Read] [04:14] Early SaaS Company for Mail Center Management [Read] [07:55] Early Days of SaaS [Read] [11:12] Before SaaS Was SaaS [Read] [12:56] Resistance to SaaS Adoption [Read] [14:08] Role of Corporate IT in SaaS Adoption [Read] [15:18] SaaS Business Model [Read] [16:27] Business Architecture [Read] [17:18] SaaS as a Business Architecture and SaaS Revenue Models [Read] [19:13] Recent Career [Read] [20:27] Sixteen Ventures [Read] [21:44] “The SaaS Guy” [Read] [22:16] Contrarian Views [Read] [23:57] Freemium in SaaS [Read] [25:10] Thought Leadership (or Getting Things Out of Your Head and Moving On)[Read] [26:06] Facts and the Contrarian Point-of-View [Read] [27:48] Customer Success Management [Read] [28:37] Customer's Desired Outcome [Read] [29:01] Customer's Required Outcome [Read] [30:06] Customer's Appropriate Experience [Read] [31:39] Appropriate SaaS Experience [Read] [33:26] Solve for Success Not Happiness [Read] [33:59] Successful Customers Advocate But Want More [Read] [34:49] Happy Customers May Not Be Getting Value and Then Churn [Read] [35:15] The Appropriate Success Vector [Read] [36:21] Customer Success and Company Valuation [Read] [37:15] Churn [Read] [37:50] Customers to Save and Customers to Let Go [Read] [39:41] When Churn Becomes a Non-Issue [Read] [42:03] Individual Contributions to the Customer's Desired Outcome [Read] [45:05] Personal Recommendations [Read] [46:34] Make Your Customers Powerful [Read] [47:20] Operationalize Customers Making you Powerful [Read] [48:16] Proactively Convert on Success Milestones [Read] [49:31] Customer Lifecycle Success [Read] [50:07] Tools to Monitor Customer Progress [Read] [51:01] Understand Desired Outcome Before You Operationalize [Read] [51:31] Start with the Customers and Tools Will Become Apparent [Read] [52:22] Saas Networking Recommendations [Read] Disclosure concerning affiliate links [Contents] Resources Mentioned in Episode Please see Disclosure* (below transcript) concerning affiliate links on this page. 7 Ways Customer Success Drives Company Valuation – This blog post by Lincoln Murphy on Sixteen Ventures discusses how Customer Success can impact the valuation of your company. Listen or read at [36:21]. ClientSuccess –Customer success management app mentioned by Lincoln Murphy as an alternative to Gainsight to measure customer success milestones. Listen or read at[50:18]. Customer Success: How Innovative Companies are Reducing Churn and Growing Recurring Revenue* – Book by Nick Mehta, Dan Steinman, and Lincoln Murphy. Lincoln did not mention the book during the interview. I recommend you digest the information in this podcast episode, read Lincoln's Customer Success: The Definitive Guide, and then read the book. The book is broken down into three parts: (1) Customer Success: The History, Organization, and Imperative; (2) The Ten Laws of Customer Success; and (3) Chief Customer Officer, Technology, and Future. Each of the Ten Laws is covered in a chapter. Customer Success: The Definitive Guide – This is a 2016 update to Lincoln's original post The Definitive Guide to Customer Success. A PDF of the guide is available from the site. If this podcast episode interests you, I would recommend you read this next. I brought this up during the interview. Listen or read at [27:48]. FlipMyFunnel – According to the website, FlipMyFunnel is a “B2B Marketing and Sales Conference.” Lincoln Murphy mentioned that he would be speaking at the 2016 conference in Austin, Texas, but the conference moves. Check the website for info. Listen or read at [52:22]. Gainsight – Lincoln Murphy's former employer. Gainsight is a customer success management platform to measure customer success milestones. According to the website, Gainsight is: “Community, Best Practices, and Platform to Drive Business Transformation.” If you scroll to the bottom of their homepage (as of this writing), you'll see several useful guides listed. I have not checked them thoroughly, but they look good. Listen or read at [50:18]. Heroku – PaaS (Platform as a Service) for web app development and deployment. Lincoln Murphy mentioned this during the interview because he was once involved with a startup that was a competitor. That statup is gone, but Heroku remains and is well-respected. Listen or read at [18:35]. Influence: Science and Practice (5th Edition)* – Book by Robert Cialdini about the factors that influence us to say, “Yes.” According to his research, there are six such factors or principles: reciprocation, consistency, social proof, liking, authority, and scarcity. This is a well-written book and must-read for anyone interested in how people are influenced. Lincoln Murphy recommended this book. Listen or read at [45:33]. Intercom – According to the website: “Intercom is a customer platform with a suite of products for live chat, marketing, feedback, and support.” Lincoln Murphy mentioned this with other tools to operationalize customer success. Listen or read at [50:18]. Lincoln Murphy on Twitter @lincolnmurphy. Listen or read at [53:56]. Ruby on Rails – Ruby on Rails is an MVC (model-view-controller) framework based on the Ruby programming language used for web development. Mentioned in passing by Lincoln Murphy. Listen or read at [18:35]. SaaS Business Model [graphic] – SaaS Business Model graphic by Lincoln Murphy on Sixteen Ventures site. I mentioned this during the interview with Lincoln Murphy because it has his definition of customer success. Listen or read at [15:18]. SaaStock – European B2B SaaS conference. Listen or read at [52:22]. SaaStr – Annual conference, podcast, academy, and extensive blog about SaaS. According to the website: “SaaStr began in 2012 as a simple attempt via a WordPress blog, together with a few answers on Quora, to help share back Jason M. Lemkin's learnings of going from $0 to $100m ARR with the next generation of great SaaS and B2B entrepreneurs.” Mentioned by Lincoln Murphy. Listen or read at [52:22]. SIIA (Software & Information Industry Association) – According to the site: “SIIA is the principal trade association for the software and digital content industry.” Mentioned by Lincoln Murphy in passing at [23:23]. Sixteen Ventures – Sixteen Ventures is a company founded by Lincoln Murphy. The site contains blog articles about SaaS back to 2007 and Lincoln's current speaking. Mentioned in numerous places during the interview. Listen or read at [01:54], [19:13],[20:27], [20:41], [27:48], and [53:43]. The Reality of Freemium in SaaS – PDF by Lincoln Murphy mentioned during interview. Listen or read at [23:57]. Totango – Customer success management app mentioned by Lincoln Murphy as an alternative to Gainsight to measure customer success milestones. Listen or read at[50:18]. Winning by Design – According to the website, Winning by Design has a “proven customer-centric SaaS process for sales organizations” to assist with the design, implementation, and scaling of SaaS sales organizations. See their How It Works tab for more information. This is Lincoln Murphy's place of employment as of this writing. [Contents] Episode Transcript Intro [00:00] Ron Gaver: This is the SaaS Business Podcast, episode 16, an interview with Lincoln Murphy. [00:16] Lincoln Murphy: I'll tell you what: this is one of the most powerful concepts that I've ever come across in business, and that's kind of a big statement, but I believe it to be true If you understand what your customer's desired outcome is, what they need to achieve, and the way they need to achieve it, I think it changes everything. [00:45] Ron Gaver: Hello, welcome to the show. I'm your host, Ron Gaver. Thank you for listening. This is the podcast designed to help you put the pieces of the puzzle together to start, grow, and succeed in your SaaS business. Before we get started with the show, I would like to invite you to visit the podcast website. The URL is SaaSBusinessPodcast.com. On the website, the most important thing to do is to sign up to get your copy of the current free download. This will also put you on the list for future free downloads and updates. For your convenience, there's also a page on the website for each episode, where you will find show notes for the episode. The show notes will contain links to resources mentioned in the episode. Just enter the base URL, a forward slash, and the three-digit episode number. [01:33] If you enjoy this podcast and find the content to be valuable, please consider giving us a five-star rating on iTunes, Stitcher, or wherever you listen to podcasts. Five-star ratings help the show stay visible so that new listeners can easily find us. [01:54] Ron Gaver: [Guest intro. See top of page for text.] Welcome, Lincoln. [02:22] Lincoln Murphy: Hey, Ron. How are you? [02:24] Ron Gaver: Fine! How are you? [02:25] Lincoln Murphy: I'm doing well. Good to be here. [Contents] Pre-SaaS Career in Supply Chain Management [02:27] Ron Gaver: Let's move back to 2004, roughly. You're getting ready to go to San Francisco, you're about to board an airplane, and your task is to go out to San Francisco and lay off a bunch of employees (or at least give them the bad news). [02:42] Lincoln Murphy: Yeah. [02:44] Ron Gaver: I think you had it pretty much up to your eyebrows at that point. What did you do? [02:50] Lincoln Murphy: I called my boss, and I told him that I wasn't coming out and that I was done. That's not what I signed on to do. It wasn't what I wanted to do. I didn't believe in the reason that we were laying off people, anyway. This was to move jobs—not the people, but to move jobs—from San Francisco to Dallas, and I knew that, fundamentally, the people were good people. I didn't want to do that for them. [03:17] Lincoln Murphy: But I also knew, fundamentally, this was the connection between us and our trading partners. This was in supply chain management, and if we lost these people with all this institutional knowledge—the systems were not great, we weren't all working off of one centralized database of customer data or trading-partner data, we weren't working off of one centralized form of documentation, processes weren't documented—I knew if we lost these folks, we would lose the relationship with our trading partners. And even in a situation where you have two giant corporations coming together, it still relies on just a handful of human connections. [03:50] Lincoln Murphy: And I thought it was a bad idea all around, and I had it at that point and was lucky enough (I don't know how it played out like this), got off the phone with my boss, called the airline, got a full refund (I don't know how that happened), and I said, “That's a good sign; this was the right decision.” Then I decided, “Well, I quit my job. Let me figure out what to do.” So I started a company, and it turned out to be a SaaS company, at the time. [Contents] Early SaaS Company for Mail Center Management [04:14] Ron Gaver: And you characterize that as a mail-center management for large businesses in the Texas area? [04:21] Lincoln Murphy: Yeah. From a supply-chain-management standpoint, you have very structured data that moves between, what we call, trading partners; and it's what allows products to flow from supplier to vendor, and invoices and purchase orders and everything else to flow; and it's all structured, and it's all heavily—I don't want to say regulated, but there're rules in place, and that's cool. [04:42] Lincoln Murphy: But then I saw a part of the organization that isn't structured, yet a lot of really important information and other types of things—packages, things like that—flowed through this mail center. So you think of the mailroom at some companies, but your large companies actually have very sophisticated, very large mail centers, and there's a whole industry out there involving mail-center management; and I said, “Look, I think that is an area of the enterprise that could be automated—not fully automated, but we could bring technology there and maybe provide visibility into the process and have it not be such a black box, where some really important information (things like checks and packages) are coming in.” And I said, “Let me just take that and run with it.” And—you know what—we did. [05:29] Lincoln Murphy: I pulled in some partners and we built a product—very much a minimum, viable product based off of what we now know as customer development (didn't really have the term for that), but I spent a lot of time going to industry meetups. I spent time with the post office, trying to understand how mail is routed through the U.S. Postal Service. I spent time with anybody that would let me go to their mail center and their mailroom. I remember Greyhound was nice enough to let me have some access. Pitney Bowes was a company that did a lot of outsourced mail-center management. I got to sort of piggyback on what they were doing for other companies. I went down to Exxon in Houston and toured there. [06:09] Lincoln Murphy: Actually, I'll tell you a little trick I used: I went to a company that does inbound mail-sorting automation; because I thought, “I want to, number one, be able to connect into their technology for our product.” But what I ended up doing was having them take me to some of their clients to show me their products in action, which also allowed me to get my foot in the door at ExxonMobil and at Frito-Lay, and a couple of other big companies, and so I met the right people based off of an interest in buying and also partnering with these makers of these really big, automated, mail-sorting machines. So that was a little hack that I used. But the bottom line is: I started understanding this market a little bit better and understanding what the needs were. And so you take a company like ExxonMobil that actually has a very distributed workforce, yet all of the mail comes in through their Houston mail center and then it has to be sent out. One of the things we did was created a way to view your mail. It comes in the mailroom, it goes on one of these sorters, those sorters actually have really high-speed cameras, we take the picture, and now that can be visible to somebody in Alaska, working on the North Slope above the Arctic Circle. They don't actually have to get the physical mail sent to them; they can go through and say, “I don't need that. I don't need that. I actually do need that.” And that actually cuts down on the cost of sending mail across the world, which, for a company like that, is actually a pretty significant cost savings. [07:30] Lincoln Murphy: Bottom line is: very interesting, lots of customer-development work, a lot of understanding of the market; and then, ultimately, the understanding that, no matter what, that market was not as exciting as I thought it was. It was just really slow to take up new technology—a lot slower than I was willing to or comfortable with waiting out—and we ended up selling to a competitor; I like to say I ended up not owing too many people too much money. But I learned a lot. [Contents] Early Days of SaaS [07:55] Ron Gaver: This was in a time when SaaS was not as ubiquitous as it is now. How is it that you decided that that was the right place, that was the right thing to do, SaaS was the answer? How was it you even came to know about SaaS at that particular time? [08:10] Lincoln Murphy: In all of the supply-chain-management stuff that I was doing—this will kind of go back to even the early '90s, when I got into that world—it was a network-centric, business architecture. If you think about the way that information is passed between companies, none of that really matters if you can't actually connect to the other companies. It absolutely relies on having this network centricity. And that was kind of the world that I grew up in. It was all about, ultimately, what we would refer to as B2B ecommerce. At the same time, of course, B2C ecommerce was coming up, and I was doing a lot of work with Web technologies. Even as the supply-chain world sort of evolved, we started taking on these dedicated networks and what we called value-added networks where—if you think about it—it was literally a server that two companies would dial in to—literally dial in to with old-school modems and things like that. You would have different types of computers, and we would have different format standards that we would use, and we'd upload a file to these systems. Those systems would translate the file into what the other company could use, and that was how we did business. [09:13] Lincoln Murphy: Well, we started moving that to the Internet, started using more standard technologies, more standard formats and things like that. I was doing a lot of really hardcore business work, using Internet technologies, so when I decided to move outside of where I had been in the supply-chain management world into creating a startup, Web technologies—that was what I knew more than anything else. I really had no idea how you would even build an on-parameter client-server piece of software, and I had no real interest in that. And like you said, SaaS wasn't a thing yet. And, certainly, ASPs—application service providers—had been around. People were “delivering” software over the Web. I saw this as a way to, not just deliver software, but if everybody signs into the same system (what we now know as multitenancy and things like that)—if everybody's signing into the same product, the same system—now we have that network centricity. And I wasn't really sure what we could do with that, but I did know what we've seen with companies like Workday that sort of upset or displaced previous types of products, like PeopleSoft in the human capital management space. One of the reasons Workday really took off is the fact that, for a distributed company, all they have to do is have Internet access to be able to get to the system. They don't have to have a server set up in a room somewhere and then dedicated circuits, or even VPNs, to get to this centralized server that, for all of their remote offices, all they have to have is Internet access. [10:44] Lincoln Murphy: Well, I saw that same thing in this case, where, at a company like Exxon, all they have to do is scan the content, put it on the server (which is on the Web), and then all the different remote locations could all log into that; and you don't have to have any of that dedicated IT infrastructure. So I saw that as a real positive. It was kind of two-fold: (1) I didn't come from an enterprise-software background, so that wasn't even on my radar, and (2) I really saw the benefits of having everything on the Web. So that's kind of how I went into that. [Contents] Before SaaS Was SaaS [11:12] Lincoln Murphy: It was hard to find information, certainly, on this, because there wasn't one thing that we called it. We didn't call it SaaS, didn't call it Cloud, so we kind of had to just feel around in the dark, but we eventually realized that this was a SaaS company. Right around the time we were getting ready to exit this venture, I think SaaS was becoming a term. But it was a real learning experience from all sorts of angles, and, you said it yourself: it wasn't ubiquitous. Really going out and selling this stuff to very staid, old-school companies who were technologically forward in the places where it mattered to them—Exxon was technology forward when it came to drilling, and some of the other companies were really technologically forward when it came to supply-chain management—but when it came to things like this, especially in a part of the business that was kind of considered a cost center (not really that important), they were not really looking to take any chances; and, of course, the management of the mail centers were not looking to take any chances, so they would bring IT in, and IT would say, “We have a lot of concerns.” And it was all of the things that I'd heard. Later on, you heard there were challenges for SaaS. We went through all of those, and so it was not ubiquitous. [12:22] Lincoln Murphy: But at that time, when SaaS was becoming a term, you would hear things from Silicon Valley (from investors and pundits and the press) that SaaS is everywhere and it's the next big thing, which was true. It was absolutely the next big thing. But in terms of being everywhere, in terms of being the norm or the way that you do business, it was hard. It was rough. And so we had a major uphill battle. When I came out of that, it was hard, but we were able to sign a number of fairly sizeable accounts, even with all of those challenges. And I thought, “Man, I think I've learned something that other people might be able to benefit from.” [Contents] Resistance to SaaS Adoption [12:56] Ron Gaver: You mention a variety of challenges. One of the challenges that I continue to read about is the disinterest on the part of corporate IT departments in adopting any kind of a SaaS infrastructure or a SaaS product. Do you see that still as a large problem, or do you think that that's gradually eroding away? [13:16] Lincoln Murphy: It depends on several things: everything from geography—I think in a lot of places in Europe, overseas markets are (I say this in the most kind way) a little bit behind where we are. They just haven't adopted it as much. I think you're still going to run into some of those things. [13:32] Lincoln Murphy: Certainly, there are regulatory issues. There are probably going to be some markets in the U.S. that are more reluctant, but there was a time when banks, financial institutions of any kind, healthcare—these guys will never, never do SaaS, and now it's basically in every market. Again, there may be some—and maybe there're some that should be. I don't know about building a SaaS product to run nuclear reactors, but save from that, maybe we're not really seeing too many of those barriers in one entire vertical. But I think you're still going to find that every once in a while. Certainly, older companies that haven't evolved, I think, are going to be there. [Contents] Role of Corporate IT in SaaS Adoption [14:08] Lincoln Murphy: That said, IT still plays a very important role, and the more your product is mission critical to the organization or to very important departments, I think, the more IT is there to vet your security. And so, you, as a vendor, need to know—when you're selling into a particular type of company, into a particular market or vertical—you need to know if IT is going to be a part of the sales process and what they're going to be looking for. Oftentimes it's as easy as putting together a one-pager that just says, “Here is what we do for security. Here are all the things we have in place,” and just allowing IT to kind of look at it, check the boxes, and be good to go; or follow up from that, and you'll have a much quicker conversation. [14:54] Lincoln Murphy: If you understand your customers and their buying cycles and their buying process and everything, you should be able to be proactive in offering up those kinds of pieces of information to the different personas that are involved in the buying process. And where IT is involved, you want to make sure that you help them check those boxes. A lot of times, they can't say “yes” to a product; all they can do is really say “no,” and so it falls on you to make sure that they have everything they can do to not say “no.” [Contents] SaaS Business Model [15:18] Ron Gaver: Alright. Now you started by talking about your experience in supply-chain management, bringing that into what became known as SaaS. You have a graphicon your website, SixteenVentures.com, that shows your SaaS business model, or your model of what a SaaS business looks like, and at the very center of that is network centricity and surrounded, then, by four other balls—customer success, revenue model, technology and core IP, and marketing. So you went from supply-chain management, you had this realization that network centricity was sort of at the core of what you wanted to pursue, and you went into the mail-center management; but it didn't turn out to be quite as much fun as you thought it would be, and so you got out of that, and then you started to do other things. What did you do from there? [16:09] Lincoln Murphy: It wasn't as much fun as I thought it would be, and what I mean by that is it was just really a slog to get these deals done, and they didn't end up being that lucrative and so we weren't really going to be able to build a very big business. I mean, we just had to be intellectually honest about that at some point. [Contents] Business Architecture [16:27] Lincoln Murphy: But what I had learned, I thought was valuable, and so I just started consulting with different companies, and, really, I started thinking a lot about the business architecture. Where I was when I left my supply-chain-management career is I had gotten to the point where I was what we called a business architect, which was really just looking at all the different ways that we can make things work. The mandate I had at my last company was: get us as deep as you can into our vendors', our suppliers', and into our customers' worlds. That was the coolest mandate I'd ever had. I mean, how do we infiltrate their business in really awesome ways, where it's not a bad thing, but how can we make sure that we know what our suppliers are doing and make sure we know what our customers are doing and try to get ahead of the curve? I tried to apply that thinking to mail-center management, and then, once I left there, I spent a lot of time applying that thinking to SaaS. [Contents] SaaS as a Business Architecture and SaaS Revenue Models [17:18] Lincoln Murphy: So SaaS had become a thing at that point, and I said, “Well, okay, it's not just delivering software over the Web. This really is something new.” And, of course, the SaaS business model was kind of the way people were talking about it, but I looked at it as almost something different. It was really this architecture of a business: it's how you would build a business; and the revenue-model part of it was one thing. I, from very early on, thought, “SaaS is not monthly subscriptions.” You can apply any revenue model to this architecture, which was fundamentally different than how everybody was thinking about it at the time. Most people were looking at SaaS as equaling subscriptions and a monthly fee; and today we're at a point where SaaS is the architecture, and the revenue models run the gamut from pay-as-you-go, to subscriptions, to multi-year contracts—they're just across the board. So SaaS today is kind of where I thought it would be a long time ago. I mean, I couldn't have predicted exactly what it was, but I didn't think it was just subscriptions. So I actually came up with seven different revenue models and that applied to SaaS. I did a lot of thinking about that, put that stuff out there, published that; and that got a lot of people interested in working with me, and so I would do a lot of consulting—and that was from, like, 2006 to 2008. [18:35] Lincoln Murphy: I joined a startup at that point. It wasn't one that I started; but, kind of early on, they built a platform as a service. At the time, you were starting to see you had SaaS and then platform as a service. Then you had infrastructure as a service, and all these different X-a-a-S things coming up. And this was one that was very much like Heroku is today. They were a competitor of ours. It was built for, at the time, Ruby on Rails apps to run, and since I had been doing so much around SaaS and had become kind of well-known as the SaaS guy, they wanted me to be the liaison or the evangelist to get SaaS companies to run their business, basically, off of our platform. [Contents] Recent Career [19:13] Lincoln Murphy: So I did some consulting; I did that, moved over to Morph, and then Morph ran out of money about the time that everybody else did—the banks and everything—at the end of 2008. That's when they shut down operations, and I decided to formalize my consulting with Sixteen Ventures. That's the company name I came up with, which is a story in and of itself. Over the next eight years, I took a couple of years and worked with another startup called Gainsight the last few years; but along the way there, I kind of evolved with the market. [19:45] Lincoln Murphy: I was talking a lot about the business architecture in the early days. Well, then, it kind of solidified, and we were all somewhat in agreement on what it was, and I kind of moved into pricing and conversion optimization, especially around free trials. I spent a lot of time talking about free-trial optimization, and it's great to acquire customers, but what happens when they start to leave? Well, we need something to keep customers around. Once you eliminate churn—man, wouldn't it be cool if we could actually grow those customers? And that's where customer success comes into play, which is what I spend a lot of my time working on today. But I just kind of evolved with the whole market, when it comes to SaaS, over the last decade or more. Gosh, time flies. [Contents] Sixteen Ventures [20:27] Ron Gaver: I really want to get into customer-success management, but you threw out a couple of things there that I'd like to explore first, quickly. First of all, you said Sixteen Ventures was “in and of itself” a story. Is there something you can quickly tell us about the story behind that? [20:41] Lincoln Murphy: Yeah. I was coming to the end of 2008, and I wanted to formalize my company within that year, but we needed a name. So, it's not a really exciting story, except some people would often wonder where that name comes from, and, honestly, I think I just said, “Well, you know, this is probably my sixteenth venture,” if you count all of the different things that I had tried over the years, and I think that's what took. Now I can back into the fact that my name is Lincoln, and President Lincoln was the sixteenth president of the U.S.—that's also one thing. Ultimately, it was just kind of a fluke that I chose that name, but I'll tell you an interesting little side effect of calling it Sixteen Ventures is that, before that name became synonymous with just anything to do with SaaS and ultimately customer success, it got me into places because people thought I was a VC. I actually got access to things that I might not have otherwise had access to. So that was not planned, but it ended up being a pretty interesting side effect of calling it Sixteen Ventures. [21:39] Ron Gaver: I can see how that would happen. When I first saw it, I was kind of wondering the same thing. [21:43] Lincoln Murphy: Mm-hmm. [Contents] “The SaaS Guy” [21:44] Ron Gaver: Before we get into customer-success management… You became “the SaaS guy,” you said. How did you become “the SaaS guy?” You've now, at this point in your career, consulted with four-hundred-some-odd companies; there was, obviously, some sort of growth, some sort of transition that happened along the way that you went from supply-chain management, into your own venture, into your mail center—I don't remember the name of it. [22:10] Lincoln Murphy: Global Mail Technology. It was a wonderful name. [22:12] Ron Gaver: But then you became “the SaaS guy,” and I'm just interested: how did you become “the SaaS guy?” [Contents] Contrarian Views [22:16] Lincoln Murphy: In 2006-ish (and these posts are—while they didn't start out there—now at SixteenVentures.com; if you somehow get to the very first posts on the site, they are there), what I did is, after we sold the company and I took a few days (or weeks probably) and decompressed, I got kind of irritated, again, with all the noise that was coming out of Silicon Valley about how SaaS was ubiquitous. And I just wrote three or four pretty-lengthy blog posts. They were on Blogger at the time. It was easy to make noise back then because there wasn't a lot of it, and I just laid it out there. I was like, look, you guys are saying this stuff. I believe what you're saying will be true, but it's not right now. If you go into Middle America, into actual, regular corporations—not the things that are happening in Silicon Valley—you are going to be hard-pressed to very easily close a SaaS deal. That's what I laid out there, and I got a lot of people saying, “Interesting; thanks for sharing that.” I got a lot of people saying, “Who are you, and what right do you have to say anything?” [23:23] Lincoln Murphy: It worked, and it kind of got my name out there. And I met a guy, Ken Boasso, of Keychain Logic, basically out of East Bay in San Francisco. He was one of the guys who was, like, “who are you?” and ended up becoming one of my best friends. He'd been a sales guy, and I remember there was an SIIA event, I believe; and he knew people there, and he kind of got me in, and I think I asked some tough questions of a few of the speakers and probably irritated people, but I just made noise. And it was easier then, but it's certainly not impossible now. [Contents] Freemium in SaaS [23:57] Lincoln Murphy: Fast-forward a couple of years from there. I published a twenty-seven-page PDF that kind of went viral called The Reality of Freemium in SaaS—so, it was right at the beginning of 2009—and it just called out all of the things about freemium; and, based on companies that I'd been working with, why freemium was a cop-out. You didn't want to sell, didn't want to have to really try, so you just opened your product up for free and then hoped people become customers. And I laid it out there. That thing got some fifty thousand downloads, and it was being shared, and I think it's just wild because it was a really ugly PDF. It got me a speaking gig at Freemium Summit, the only one there that was sort of a contrarian and the only consultant on the event. It was just another case of me making noise, but it wasn't just noise for the sake of noise; these were things that I believed that people needed to hear that were not being put out there, that were not being said. And, of course, with the freemium paper, I wasn't being contrarian to be contrarian; I was saying, “Look, if you're going to do it, this is how you should do it.” Just like SaaS isn't ubiquitous, back then, yet, but it will be, and here are some of the things that I learned along the way. [Contents] Thought Leadership (or Getting Things Out of Your Head and Moving On) [25:10] Lincoln Murphy: So, there's making noise, and then there's causing people to pay attention to you by saying real things but also maybe adding value. So, what I learned from that was, “Hey, you know what? I have experience that people can learn from.” It just caused me to really start sharing. And that's what I've done. That's the story of how I am anything—how I've been able to maintain whatever this is that I'm doing for the last ten years; it's because, when I learn things from working with my clients, studying, and thinking, I put it out there. And some people refer to that as thought leadership—that's cool—but, to me, I just share these things, and a lot of times it's just to get it out of my own head. Once I get it out of my head, put it out there on the blog, then I can go move on to the next thing. But that's how it works. You have a podcast. Now you're getting to be known in this space. Everybody has a different way that they're going to do this. It's just a lot easier for me to write a bunch of words. Luckily, that still works pretty well. [Contents] Facts and the Contrarian Point-of-View [26:06] Ron Gaver: Even though you have a dissenting opinion—you are contrarian—you're not really just making noise for the sake of making noise; you really are trying to lay out the facts and say, “Here's a different way to look at this. You might not want to just buy into all the hype. This is the way I see it. You might want to consider this point of view.” [26:24] Lincoln Murphy: Yeah. [26:25] Ron Gaver: I like that. [26:26] Lincoln Murphy: I appreciate that, and I like that, too. That's how I like to learn. So the people that I—and I couldn't name anybody right off the top of my head—but that I've know over the years, including when I was younger and growing up, I think those are the people that I gravitated to—that would say something that caught my attention but then add value. The people that just say things to be loud and obnoxious—I don't like that. I don't think anybody really likes that, and it's certainly not something that's built for longevity. I'll tell you, there were times people have called me—one word that sticks out is bombastic. I make these bombastic statements, and I'm, like, “Well, yeah, but it's true.” And then usually what happens is—this sounds weird—I like to make all this noise, but I'm not really good at bragging or tooting my own horn; but usually what happens is I get people that'll react negatively to what I say and then, eventually, it comes true. That's not to say that I'm a futurist and I can tell the future or anything like that, but it's just that it was true all along; and eventually people start to gravitate to see that it was actually the right way. That doesn't mean I'm always right, but when I am, that's usually how it plays out. At first, people kind of react negatively and then they come around. So, that's cool. [27:38] Ron Gaver: Logic often prevails over illusion. [27:40] Lincoln Murphy: Hopefully; usually. [27:42] Ron Gaver: Not always. There are many exceptions in history where that has not come true. [27:47] Lincoln Murphy: Exactly. [Contents] Customer Success Management [27:48] Ron Gaver: I would like to kind of get into the area that I said I was interested in—customer success management. I know that that's something that you talk about a lot, and I mentioned that in terms of your business model earlier. You've got a quote—I think it's your definition of what customer success is—and I'll quote it. It's: “Customer success is when customers achieve their desired outcome through their interactions with your company.” Not just with your product, but with your company. Maybe we could deconstruct that a little bit. I think you've deconstructed it in one post in particular that you've rewritten, which is the Definitive Guide to Customer Success, which is on Sixteen Ventures, and I'll link to that. There's a picture, also, there of you in front of a big screen, somewhere, with that definition behind you. So, the customers' desired outcomes… [Contents] Customer's Desired Outcome [28:37] Lincoln Murphy: Yeah. I'll tell you what: this is one of the most powerful concepts that I've ever come across in business; that's kind of a big statement, but I believe it to be true. If you understand what your customer's desired outcome is, what they need to achieve, and the way they need to achieve it, I think it changes everything. Let me explain. Desired outcome is two pieces. [Contents] Customer's Required Outcome [29:01] Lincoln Murphy: What they need to achieve—I refer to that as their required outcome. This is the thing that they need to do. This is not using your product. This isn't even the job to be done. This is the outcome that they absolutely have to have. If I need to get from point A to point B, quickly, that's my required outcome. Now, I might choose to do that through commercial airline travel. That's one way. If I need to get more people to my event—that is my required outcome. I could do that in lots of different ways: I could print out flyers and hand them out, I could place ads on Facebook, I have a bunch of email addresses—maybe I could use email marketing. So if I choose to use email marketing, that's what I'm choosing to use to achieve my required outcome. Vendors need to understand that a customer is coming to you because they have a required outcome that they absolutely have to achieve but that they could do that in lots of different ways. We need to keep that top-of-mind, if for no other reason than it keeps our ego in check. [Contents] Customer's Appropriate Experience [30:06] Lincoln Murphy: Once they have chosen to do business with you, they've done so because they believe that you can help them achieve that required outcome; but they also believe—based on your sales and marketing, and how good you are at promoting your stuff—that you will help them achieve that required outcome in the appropriate way, giving them the appropriate experience. That's the second part of desired outcome. So, it's required outcome plus appropriate experience. And I use the termappropriate—you may have seen this in some of the articles where I write this out—I use the term appropriate because it's the appropriate word. Our customers have an experience that is specific to them, which means we need to understand the different customer segments that are doing business with us, and we need to understand what the appropriate experience is for them. That's why I don't say “a great experience” or “a high-touch experience” or “modern” or whatever. It's whatever is appropriate for that segment. So using the airline analogy, we have one airplane. There is a first-class cabin and there is the coach cabin. The first-class cabin—there's a particular customer segment that is going to do business with the airline on a first-class basis—and there's the rest of the airplane that's going to be filled with people doing business from a coach standpoint. It's the same required outcome: get me from point A to point B safely and quickly. But as soon as you understand that there are different customer segments that have a different appropriate experience, you understand why some people are going to pay a premium to sit in first-class and some people are going to try to save some money and sit in coach. [Contents] Appropriate SaaS Experiences [31:39] Lincoln Murphy: From a software standpoint or a SaaS standpoint, if I'm selling to very early-stage startups, I could probably get away with an API only. I don't need a graphical interface. I could probably just have some lightweight documentation and maybe a Slack channel for support for that customer segment. If I'm selling that same thing, the same underlying product, to a department in a Fortune 500 company, I'm probably going to have to have a full-blown UI, probably going to need some better documentation, maybe 24/7 support, maybe I need to be able to sell it to them on a three-year contract. There's going to be a different experience that is appropriate for each of those customer segments, but a lot of the time, companies don't think like that. They think, “Well, I'm just going to create one experience and sort of normalize it for everybody”—in which case they don't connect with really anybody and that's why they're struggling, or they just don't take into consideration that different customer segments are going to need a different approach. In a worst case, they don't resonate; best case in that scenario is that they actually overinvest resources. They throw a bunch of customer-success managers at these customers, and the lower-end customers that aren't paying much—they don't need that level of coverage—so we're overinvesting where we don't need to be overinvesting. The larger customers actually need a much greater level of touch, but we can't do that because we don't have enough people, and so we underinvest where we should be spending more. And so it just ends up being a problem. If we understand our product has different customer segments that use that product, and those different customer segments are going to have a different appropriate experience with us—again, not just in the product—then we can build out a strategy that really allows us to more effectively get those customers to be successful over time. [Contents] Solve for Success Not Happiness [33:26] Ron Gaver: Perhaps it's a corollary to that, but when you talk about what a successful customer is, you do say that you're not solving the equation for happiness; you're solving it for them to be successful—for them to have the appropriate and the required outcomes—not necessarily happiness. And I think that, a lot of times, people think that a happy customer is a good customer, but that might not be the thing because a happy customer, as you write, might walk away and do business elsewhere, where they get a better experience or where their needs are met a little bit better. [Contents] Successful Customers Advocate But Want More [33:59] Lincoln Murphy: Totally. I think what happens is, a lot of times, happiness is the wrong approach. We look at things wrong. We say, “Okay, this customer is just opening a lot of support tickets, they're always asking for different features, they're always pushing back on us to do more, and they just never seem happy.” But if you look at the actual context of what's going on—they've been around for a long time, they're continually adding more and more seats or they're buying more add-ons. They are our biggest advocates. They're actually the ones that will be references for us. They leave reviews. They speak at our events. They're actually the most successful customers. But if you ask, “Are these customers happy?”—you would probably say, “No, they never seem happy. They always want more.” [Contents] Happy Customers May Not Be Getting Value and Then Churn [34:49] Lincoln Murphy: On the flip side, customers that we never hear from, we might misinterpret that as being, “Well, they're happy; they're not complaining, so they're fine.” Or maybe they're even pleasant. When we do talk to them, they're happy, but then they contact us and they say, “By the way, we're going to cancel our account because we're going over to this other vendor.” And you're like, “I don't understand; I thought you were happy.” “Oh, I'm definitely happy; we just weren't getting any value from the relationship with you.” [Contents] The Appropriate Success Vector [35:15] Lincoln Murphy: So, if our customers are achieving their desired outcome—if they're on the right path to achieving whatever that desired outcome is that they have—then that's all that really matters. Customers that are doing that are, hopefully, emotionally happy. I have to be really clear: I don't want to be around people that are unhappy. I don't want people that I work with to not be happy. I just can't solve for your happiness. I can solve for your success. I can ensure that you are on the right track to your desired outcome; and if you are, hopefully, that will make you happy. But those are two different things. And I think from that standpoint, when we look at our customers to know whether or not they are on the appropriate success vector, we have to look at, “Are they on the right path to achieving that desired outcome?” If they're happy, great. If they're not, that's okay, too, because we're human, and I can't really solve for that. On the flip side, if we want to be taken seriously in customer success, or as a CEO we want customer success to be taken seriously by our board or anybody else within the organization, we have to get away from talking about fluffy metrics like “happiness” or “delight.” I have to be really clear: I don't want to be around people that are unhappy. I don't want people that I work with to not be happy. [Contents] Customer Success and Company Valuation [36:21] Lincoln Murphy: We need to really understand that customer success—and I just published a post the other day that goes into seven ways that customer success actually directly impacts the valuation that investors or acquirers will apply to your company—the value of your company is directly impacted by customer success. We need to be talking about customer success in those terms, and not in “happiness” and “delight” and things like that. If we talk about it in the way of, “Look, if we have this net revenue retention at the end of the quarter that's going to potentially impact the value of our company”—that is so much more powerful than “happiness” or “delight.” Again, I want people who I'm working with to be emotionally happy, but I just can't solve for that, and it doesn't actually end up moving the needle along the value of my company. This is too important to be thought of as just another way of creating happiness or delight. [Contents] Churn [37:15] Ron Gaver: You talked about customer retention. Well, one of the aspects that you often do refer to is churn; and, of course, churn is a topic, a subject, that comes up in the SaaS world all the time, but stopping churn when a customer is about to churn is like stopping a fire after it's already started. [37:34] Lincoln Murphy: Yeah. [37:35] Ron Gaver: You need to attack that problem upstream. Customer-success management, I believe you say, is preventing that customer from ever wanting to churn, not looking at attacking the churn problem at the end. [37:48] Lincoln Murphy: Right. [37:49] Ron Gaver: I'm sure you can say it better that that. [Contents] Customers to Save and Customers to Let Go [37:50] Lincoln Murphy: From the conversation so far, you can see that I probably can't say it any better than that. You're absolutely right. I mean, if you have a fire, go put it out. We've got to put that fire out. If you have a customer who's about to churn, do what you can to try to save them if they have success potential. Some customers do not have success potential. They never should have been signed in the first place, or they never should have signed up or whatever, so we probably need to let them go because there's no way they will ever be successful. But if they have success potential, then do whatever you can to save them. That is not customer success, though. That's usually going to involve begging, maybe some discounts, whatever. That's not customer success. That's just doing what we can to try to save a customer. [38:33] Once they agree not to churn, then it's customer-success management's job to get them back on track. See, all we did was keep them from churning; we didn't actually make them successful. So they're still very much at risk. And where a lot of companies go wrong is they offer concessions and make promises and they keep the customer and then, a few months later, the customer—because nothing has changed—is still not successful, and so they churn out, only this time they're actually angry because you wasted their time. So, only save a customer if you have a plan to get them back on the path to success. But again, that's not customer success. And here's the thing: churn is just a symptom of a greater disease. So if you have a churn problem right now, then we've got to do what we can to triage that, do what we can to keep them around, then get them back on track; and if we get them back on track—and we do that by having a very clear understanding of customer success, what their desired outcome is, understanding how to orchestrate and operationalize that—then churn will actually start to go down. [Contents] When Churn Becomes a Non-Issue [39:41] Lincoln Murphy: And then eventually—if we do things right, including making sure that we're only signing customers that have success potential, we're not bringing on customers that have no potential for being successful with us—we actually get to a point where churn is just not an issue anymore. Then what? Well, then customer success really starts to come into play because now we're not only going to keep these customers around longer (which is great), but now we can actually start to grow customers and create an ascension model where customers not only stay with us but they actually expand their use. So whether that's inviting us into other parts of their organization, whether that's just buying more capacity, whatever that is, that's where we need to be. So churn may be your initial catalyst for looking at customer success, but, eventually, if you do things right, churn won't be something you even worry about anymore. Obviously, you want to make sure it doesn't creep back up, but if we're focused on the customers' desired outcome, we're ensuring that our customers are doing the things that they need to to get there. Churn won't be an issue, and now we can focus on growth. [40:42] Lincoln Murphy: So, I don't talk a lot about churn as much as I used to because I think customer success is about so much more than that. If churn is your initial catalyst, obviously that's going to be the thing you focus on. But, even then, you should look at customer success long-term as something that isn't just about churn-busting or firefighting; it's ultimately about getting your customers on that ascension path so that they're always growing, to the extent that I say the real measure of success isn't even having customers that are just sticking around—so it isn't just retention. If I have customers that are only sticking around, but aren't growing, to me that's not successful. I want customers that are on that ascension path, that are moving up, that are growing, because that means I have created an environment that really allows my customers to thrive and one that I really understand—that customers are always evolving and that they should be growing. And I think that's something, that, most of the time, when people are developing customer-journey maps and they're thinking about the customer, they kind of think of the customer as a static entity, but the reality is our customers are always evolving and changing, and that's good. That's what we want. And so we should think about, “What is a customer that signs today? What do they look like in five years? Are they just going to be the same, or could they be ten times as big of a customer as they are today?” That's how we need to be looking at that, and that's, really, to me, the real power of customer success. [Contents] Individual Contributions to the Customer's Desired Outcome [42:03] Ron Gaver: And as far as the customers' desired outcome and what's valuable to the customer, you say that, really, that's a question you should begin to ask when you're starting the company, when you're developing your product, when you're first starting out; and you should continue to ask that question over and over and over, and everyone in the company should really be able to answer the question of what they're doing to provide the value to the customer—I don't remember exactly how you said it—but what are you doing that is worthwhile to the customer? [42:31] Lincoln Murphy: Yeah. The way that I phrase it is to ask each individual contributor in your company: “How do you contribute to the customer's desired outcome?” And, a lot of times, when I'll go work with a company—and maybe the CEO brings me in because he or she really wants to make sure that customer success is really part of the overall DNA of the company, bringing that in at the high level—we'll figure out what the desired outcome is so that we're all on the same page. We know what we're talking about when we say, “What is the customer's desired outcome?” And then we go to that question, “How do you contribute to the desired outcome of the customer?” And every single person in the company should be able to say that, even somebody in HR or finance. HR brings on and keeps the talent that enables us to provide the desired outcome to the customer. Everybody has that impact. And the scary thing is, a lot of times, people building the products, people selling the products, people in customer success, can't answer that, and that's a problem. So we need to answer that. And then any new person that signs on, we tell them, “This is what the desired outcomes of our customers are, depending upon all the segments, and this is how you contribute.” And so now, from the very beginning, we're letting people know, “This is how you contribute to customer success.” It's so much better than just saying, “Hey, we're all in customer success.” Well, of course we are, but what does it actually mean? Let's actually get down to something tangible there and then reiterate that every time we do a performance review. Or if somebody changes jobs, okay, it's time to change the definition of how you contribute to the desired outcome of the customer. So you really want this to be a part of your organization at a DNA level. Those are some very simple, little things you can do that have a huge impact. [44:03] Ron Gaver: I feel like we could go on for a long time talking about this stuff, but I'm going to respect your time and start to ramp it down a little bit. Is there any particular subject or anything that you really wished that I had asked you that I haven't asked you? [44:18] Lincoln Murphy: Like you said, we could talk about this stuff forever. I think the main thing that I always like to talk about is desired outcome, and I think we did a good job with that. It's one of those things that I encourage you to go to SixteenVentures.comand read as much as you can about desired outcome. I'm really thankful for you, Ron, for bringing that up and having this as a topic because it really is one of the more transformative things. If you understand this about your customers and build your company around that from the ground up and continually evolve around that as you grow and as you scale, I think you're going to be a lot more successful than if you try to go the opposite approach, which a lot of companies, unfortunately, do. They don't thrive as they could be. They're kind of focused inward. They're focused on their desired outcome and not their customers'. That's the hard way. And I think the easy way, really, is to just make sure you're making your customers successful. [Contents] Personal Recommendations [45:05] Ron Gaver: Something I'm always a little bit curious about is the things that you would value as my guest, the things that have built you, and things that have had a positive influence on your life or your attitudes or whatever it may be on your business. It really could be just about anything. Is there anything that comes to mind right away that you would say, “This really means a lot to me, and I would recommend it without reservation to the entire audience?” [45:33] Lincoln Murphy: I think there are a lot of different things. I believe in karma and that what goes around comes around. If we think about that concept—and it's kind of the law of the universe; or even of science (one reaction has an equal and opposite reaction)—if we understand that and we focus on making our customers powerful, then that'll come back to us, and they'll make us powerful. And they'll do that by staying longer, buying more, and telling their friends. It's pretty simple. The other thing I would say—just because this book changed my life—it's a book by Dr. Robert Cialdini called Influence.*. It's just one of those things that I always recommend everywhere. The more you can understand about how other humans operate, I think, the better off you'll be in business but also just as a fellow human. It's called Influence by Dr. Robert Cialdini. I'd check that book out, too. Those are the two things—one's my operating philosophy, and one's a book that changed my life. [46:25] Ron Gaver: I'll definitely link to the book. I may actually already have it on the website. [46:29] Lincoln Murphy: Cool. [46:30] Ron Gaver: I'm familiar with the book. I have it on the shelf behind me. [46:33] Lincoln Murphy: Awesome. [Contents] Make Your Customers Powerful [46:34] Ron Gaver: As far as the karma that you mentioned… Something you've recently spoken about—flipping the funnel and taking the power back—just really inverting some of our concepts, and by satisfying the customer, your customer will also promote your product and will help you to become successful. [46:52] Lincoln Murphy: Yeah. That concept stemmed from some conversations I've had with CEOs and founders who are, like, “Look, customers just have too much power these days; how can we take some of that power back?” And the reality is, it's not our power to take. We all have power. It's equally distributed. The best thing we can do, if we need to use power as an analogy, is make our customers powerful so that they will, in turn, make us powerful. Now the secret is: it's not magic. This is where customer success management comes into play. [Contents] Operationalize Customers Making you Powerful [47:20] Our customers—we make them powerful, but we also have to operationalize them making us powerful. Don't just let advocacy, for example, happen by chance. Understand the points in time when it would be right for them to give us a review somewhere or to be a reference for us, and make sure that we reach out and enable them to do that. When it's time for them to buy more, don't just let them wait until they're ready to buy. If we know that it's a logical time for them to add this new product onto what they buy already or to add more seats, then let's proactively reach out and make that happen. It's about knowing when the right time is and doing what's right to ensure that they are moving in the right path, even if that means pushing them outside of their comfort zone sometimes, because we have to make sure that our customers are always growing and evolving and achieving their desired outcome. So we want to operationalize that stuff and not just hope that it happens. It is about making sure that what goes around comes around; and if we help our customers, they will help us. [Contents] Proactively Convert on Success Milestones [48:16] Ron Gaver: You just said something, and I'm really curious about this, and I actually even wrote a note in some of your material about this. You talk about being proactive rather than reactive—if you've got your customer on a trial, don't wait until the end of the trial to try to convert them or try to upsell them or whatever it may be, but monitor the process along the way, measure what's going on, determine where they are, what value you're providing, and then use tools to monitor that; and, as you said it, to be proactive rather than reactive. [48:48] Lincoln Murphy: Exactly. In a trial, for example, we need to know at what point is the most logical next step that they become a customer? Let's figure out what that is, let's work to get them to that point as quickly as possible, and if they get to that point on day three of a thirty-day trial, well, let's make the offer. That's the point where they're ready. Now if we, on day three, try to get them to convert and we don't know that's the point where they're ready, that's why I say, “Don't do things on a timed basis; do things on a success-milestone basis.” If we just do it on a timed basis and they're not ready, it's just not going to be met with a lot of acceptance. It could be off-putting. But if we know that they've gotten to a point where the next logical step is to become a paying customer, then, yeah, “make the ask,” as we would say. [Contents] Customer Lifecycle Success Milestones [49:31] Lincoln Murphy: So the same thing applies across the entire customer lifecycle. Know the success milestones. Know which ones are associated with an upsell or an advocacy ask, and reach out and make sure that we're moving them up that ascension model and make sure that we're taking advantage of their willingness to advocate for us by operationalizing them. This isn't all about being altruistic. If we make our customers successful, we should be able to also get some value out of that, too. And that's cool. If all we're doing is trying to get value without ensuring that our customers first get value, then that's not where we want to be. But if we, like you said, flip it around, make sure that we're focused on them, then we'll get what we get in return, which is awesome. [Contents] Tools to Monitor Customer Progress [50:07] Ron Gaver: And tools for monitoring your customer's progress and the value you're delivering to the customer—are there any favorite tools that you would recommend that you find to be extremely good for that? [50:18] Lincoln Murphy: It really depends on where you're at. Companies use everything from Excel spreadsheets to purpose-built, customer-success-management tools like Gainsight or Totango or ClientSuccess. I
Today's business user wants to get things done faster and better, with or without Corporate IT's help by leveraging the consumer devices and programs. Does it make sense to accommodate this parallel IT department run by business users vs. stifling their initiative and productivity by saying 'NO' to it?
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