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Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025 In this episode of the Ask Vince Podcast, Vince keeps it real, sharing no-nonsense insights that every fitness business owner needs to hear. He kicks off by spotlighting the upcoming Mastermind Event on July 18th and 19th at Gabriele Fitness—a game-changing experience designed to help you maximize your gym's revenue, keep clients longer, and build a rock-solid community.But this episode isn't just about making money—it's about mindset, accountability, and making your health a priority. Whether you're crushing it or barely keeping your head above water, Vince's honest, straight-talk approach will hit home. Key Topics Discussed:1. Mastermind Event Announcement:Vince breaks down what you can expect at the event, including powerful strategies for increasing your gym's lifetime customer value. If you're serious about your business, this is a can't-miss opportunity. 2. Understanding Lifetime Customer Value (LCV):Vince gets into the nitty-gritty of how to boost your revenue through three main drivers:Stay Longer: Proven ways to keep your clients coming back.Pay More: Smart pricing strategies that don't scare clients away.Refer More: How to turn your happiest clients into your biggest advocates. 3. The Power of Accountability:You don't need more yes-men. You need friends who aren't afraid to call you out when you're slacking. Vince talks about the value of having people in your life who keep you honest—whether it's about your business or your personal health. 4. Health as an Asset or Liability:Vince pulls no punches as he explains why business owners often let their health fall apart and how this can destroy your success. It's a wake-up call for anyone who thinks they can “figure it out later. 5. Value Over Price:Stop fixating on what you charge—start obsessing over the value you deliver. Vince shares how creating memorable experiences and personalized touches can keep clients around for years. Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025 If you're a gym owner seeking answers on how you can grow your gym, make more money, and have more freedom to do what you love, visit www.vincegabriele.com or book a call by CLICKING HERE!
Value - it's something every customer wants, but few can clearly define. Ever wonder why your customers often don't know what "better" looks like, even when they want improved results? What if you could help them uncover and articulate that value? It's a skill that separates the average salesperson from the exceptional one. In this episode of Sales Today, we're diving into a core principle of modern selling: helping your customers find their version of value. Whether it's cost reduction, increased efficiency, or a competitive edge, great salespeople co-create value with their customers, ensuring that what's offered truly resonates. We'll explore how to ask the right questions, apply insightful frameworks, and use their language to communicate value that sticks. Highlights: - The mystery of value: Why customers often don't know what they want, and how to help them figure it out. - Uncovering hidden value through deeper questions: What's important to the customer and what's the impact if nothing changes? - The value pyramid: Understanding different customer priorities at various levels, from cost savings to competitive advantage. - Tools like the SWOT analysis and respect factors that can uncover new ways to help your customer. - How to align your sales pitch with what your customer truly cares about by using their words and tying it to real business outcomes. Actionable tip: Take a moment to write down what you think the customer values, then ask them directly. You'll be surprised by the insights that come from it! This isn't just about offering a product or service - it's about building trust and positioning yourself as a partner in their success. Listen now and learn how to make your sales approach truly value-driven. Connect with Fred: Author of Selling Through Partnering Skills, Hybrid Selling, and Ethical Selling https://linktr.ee/fredcopestake Take the Collaborative Selling Scorecard https://collaborativeselling.scoreapp.com/ Watch this episode on YouTube https://youtu.be/ABBTOeWAXp0
PMF is MIA without JTBD. Make sense? :DThe "job to be done" sits at the core of my customer's use of my product. I need to understand it to understand them. To fathom their needs.This week, I'll share how I approach that — and why it's taken me years to get here.The blog post: https://thebootstrappedfounder.com/the-job-to-be-done-understanding-customer-value-communication/The podcast episode: https://tbf.fm/episodes/388-the-job-to-be-done-understanding-customer-value-communicationCheck out Podscan, the Podcast database that transcribes every podcast episode out there minutes after it gets released: https://podscan.fmSend me a voicemail on Podline: https://podline.fm/arvidYou'll find my weekly article on my blog: https://thebootstrappedfounder.comPodcast: https://thebootstrappedfounder.com/podcastNewsletter: https://thebootstrappedfounder.com/newsletterMy book Zero to Sold: https://zerotosold.com/My book The Embedded Entrepreneur: https://embeddedentrepreneur.com/My course Find Your Following: https://findyourfollowing.comHere are a few tools I use. Using my affiliate links will support my work at no additional cost to you.- Notion (which I use to organize, write, coordinate, and archive my podcast + newsletter): https://affiliate.notion.so/465mv1536drx- Riverside.fm (that's what I recorded this episode with): https://riverside.fm/?via=arvid- TweetHunter (for speedy scheduling and writing Tweets): http://tweethunter.io/?via=arvid- HypeFury (for massive Twitter analytics and scheduling): https://hypefury.com/?via=arvid60- AudioPen (for taking voice notes and getting amazing summaries): https://audiopen.ai/?aff=PXErZ- Descript (for word-based video editing, subtitles, and clips): https://www.descript.com/?lmref=3cf39Q- ConvertKit (for email lists, newsletters, even finding sponsors): https://convertkit.com?lmref=bN9CZw
Consumers and customers must remain at the heart of every decision, regardless of your industry. Hear from Julie Hamilton, former Chief Commercial Officer and Head of Global Sales at Diageo PLC, as she joins Kantar's Barry Thomas and Rachel Dalton on episode 84 of Kantar's Retail Sound Bites to discuss customer value creation, world-class customer leadership, career navigation, and more. Have a topic you'd like us to cover? Contact us at Kantar's Retail Sound Bites Podcast. Contact Barry: Email | LinkedIn Contact Rachel: Email | LinkedIn
In dieser Folge des Onlineshop Geflüster Podcasts teile ich meine Einschätzung zum TikTok Shop mit dir: Was genau steckt dahinter, für wen ist dieser Vertriebskanal wirklich spannend – und wann lohnt es sich, das Ganze mal auszuprobieren? Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
In dieser Folge des Onlineshop Geflüster Podcasts verrate ich dir, warum du ruhig aufhören kannst, bei Instagram zu posten – und worauf du dich stattdessen konzentrieren solltest, um mit deinem Onlineshop wirklich voranzukommen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
This week, we discuss Google being found to be a monopoly, OpenAI's “offer” to buy Chrome, and some hot takes on JSON. Plus, is it better to wait on hold or ask for a callback? Watch the YouTube Live Recording of Episode (https://www.youtube.com/watch?v=EhUxUPJv5g4) 516 (https://www.youtube.com/watch?v=EhUxUPJv5g4) Runner-up Titles Just Fine The SDT “Fine” Scale Callback Asynchronous Friendship I would love to get to know you better…over text Send you Jams to the dry cleaners. JSON Take it xslt-easy! Rundown OpenAI OpenAI in talks to pay about $3 billion to acquire AI coding startup Windsurf (https://www.cnbc.com/2025/04/16/openai-in-talks-to-pay-about-3-billion-to-acquire-startup-windsurf.html) The Cursor Mirage (https://artificialintelligencemadesimple.substack.com/p/the-cursor-mirage) AI is for Tinkerers (https://redmonk.com/kholterhoff/2023/06/27/ai-is-for-tinkerers/) Vibe Coding is for PMs (https://redmonk.com/rstephens/2025/04/18/vibe-coding-is-for-pms/) OpenAI releases new simulated reasoning models with full tool access (https://arstechnica.com/ai/2025/04/openai-releases-new-simulated-reasoning-models-with-full-tool-access/) Clouded Judgement 4.18.25 - The Hidden Value in the AI Application Layer (https://cloudedjudgement.substack.com/p/clouded-judgement-41825-the-hidden?utm_source=post-email-title&publication_id=56878&post_id=161562220&utm_campaign=email-post-title&isFreemail=true&r=2l9&triedRedirect=true&utm_medium=email) OpenAI tells judge it would buy Chrome from Google (https://www.theverge.com/news/653882/openai-chrome-google-us-judge) The Creators of Model Context Protocol (https://www.latent.space/p/mcp?utm_source=substack&utm_medium=email) Judge finds Google holds illegal online ad tech monopolies (https://www.cnbc.com/2025/04/17/judge-finds-google-holds-illegal-online-ad-tech-monopolies.html) Intuit, Owner of TurboTax, Wins Battle Against America's Taxpayers (https://prospect.org/power/2025-04-17-intuit-turbotax-wins-battle-against-taxpayers-irs-direct-file/) Relevant to your Interests Switch 2 Carts Still Taste Bad, Designed Purposefully To Be Spat Out (https://www.gamespot.com/articles/switch-2-carts-still-taste-bad-designed-purposefully-to-be-spat-out/1100-6530649/) CEO Andy Jassy's 2024 Letter to Shareholders (https://www.aboutamazon.com/news/company-news/amazon-ceo-andy-jassy-2024-letter-to-shareholders) Amazon CEO Andy Jassy says AI costs will come down (https://www.cnbc.com/2025/04/10/amazon-ceo-andy-jassys-2025-shareholder-letter.html) Happy 18th Birthday CUDA! (https://www.aboutamazon.com/news/company-news/amazon-ceo-andy-jassy-2024-letter-to-shareholders) Honeycomb Acquires Grit: A Strategic Investment in Pragmatic AI and Customer Value (https://www.honeycomb.io/blog/honeycomb-acquires-grit) Everything Announced at Google Cloud Next in 12 Minutes (https://www.youtube.com/watch?v=2OpHbyN4vEM) GitLab vs GitHub : Key Differences in 2025 (https://spacelift.io/blog/gitlab-vs-github) Old Fashioned Function Keys (https://economistwritingeveryday.com/2025/04/11/old-fashioned-function-keys/) Fake job seekers are flooding U.S. companies that are hiring for remote positions, (https://www.cnbc.com/2025/04/08/fake-job-seekers-use-ai-to-interview-for-remote-jobs-tech-ceos-say.html) NetRise raises $10M to expand software supply chain security platform (https://siliconangle.com/2025/04/15/netrise-raises-10-million-expand-software-supply-chain-security-platform/) Mark Zuckerberg's antitrust testimony aired his wildest ideas from Meta's history (https://www.theverge.com/policy/649520/zuckerberg-meta-ftc-antitrust-testimony-facebook-history) How Much Should I Be Spending On Observability? (https://www.honeycomb.io/blog/how-much-should-i-spend-on-observability-pt1) Did we just make platform engineering much easier by shipping a cloud IDP? (https://seroter.com/2025/04/16/did-we-just-make-platform-engineering-much-easier-by-shipping-a-cloud-idp/) Google Cloud Next 2025: Agentic AI Stack, Multimodality, And Sovereignty (https://www.forrester.com/blogs/google-next-2025-agentic-ai-stack-multimodality-and-sovereignty/) iPhone Shipments Down 9% in China's Q1 Smartphone Boom (https://www.macrumors.com/2025/04/18/iphone-shipments-down-in-china-q1/) Exclusive: Anthropic warns fully AI employees are a year away (https://www.axios.com/2025/04/22/ai-anthropic-virtual-employees-security) Synology requires self-branded drives for some consumer NAS systems, drops full functionality and support for third-party HDDs (https://www.tomshardware.com/pc-components/nas/synology-requires-self-branded-drives-for-some-consumer-nas-systems-drops-full-functionality-and-support-for-third-party-hdds) Porting Tailscale to Plan 9 (https://tailscale.com/blog/plan9-port?ck_subscriber_id=512840665&utm_source=convertkit&utm_medium=email&utm_campaign=[Last%20Week%20in%20AWS]%20Issue%20#418:%20Another%20New%20Capacity%20Dingus%20-%2017270009) CVE Foundation (https://www.thecvefoundation.org/) The Cursor Mirage (https://artificialintelligencemadesimple.substack.com/p/the-cursor-mirage) There's a Lot of Bad Telemetry Out There (https://blog.olly.garden/theres-a-lot-of-bad-telemetry-out-there) Gee Wiz (https://redmonk.com/rstephens/2025/04/04/gee-wiz/?ck_subscriber_id=512840665&utm_source=convertkit&utm_medium=email&utm_campaign=[Last%20Week%20in%20AWS]%20Issue%20#418:%20Another%20New%20Capacity%20Dingus%20-%2017270009) Nonsense Silicon Valley crosswalk buttons hacked to imitate Musk, Zuckerberg's voices (https://techcrunch.com/2025/04/14/silicon-valley-crosswalk-buttons-hacked-to-imitate-musk-zuckerberg-voices/) A Visit to Costco in France (https://davidlebovitz.substack.com/p/a-visit-to-costco-in-france) No sweat: Humanoid robots run a Chinese half-marathon (https://apnews.com/article/china-robot-half-marathon-153c6823bd628625106ed26267874d21) Metre, a consistent measurement of the world (https://mappingignorance.org/2025/04/23/150-years-ago-the-metre-convention-determined-how-we-measure-the-world/) Conferences DevOps Days Atlanta (https://devopsdays.org/events/2025-atlanta/welcome/), April 29th-30th. KCD Texas Austin 2025 (https://community.cncf.io/events/details/cncf-kcd-texas-presents-kcd-texas-austin-2025/), May 15th, Whitney Lee Speaking. Cloud Foundry Day US (https://events.linuxfoundation.org/cloud-foundry-day-north-america/), May 14th, Palo Alto, CA, Coté speaking. Fr (https://vmwarereg.fig-street.com/051325-tanzu-workshop/)ee AI workshop (https://vmwarereg.fig-street.com/051325-tanzu-workshop/), May 13th. day before C (https://events.linuxfoundation.org/cloud-foundry-day-north-america/)loud (https://events.linuxfoundation.org/cloud-foundry-day-north-america/) (https://events.linuxfoundation.org/cloud-foundry-day-north-america/)Foundry (https://events.linuxfoundation.org/cloud-foundry-day-north-america/) Day (https://events.linuxfoundation.org/cloud-foundry-day-north-america/). NDC Oslo (https://ndcoslo.com/), May 21st-23th, Coté speaking. SDT News & Community Join our Slack community (https://softwaredefinedtalk.slack.com/join/shared_invite/zt-1hn55iv5d-UTfN7mVX1D9D5ExRt3ZJYQ#/shared-invite/email) Email the show: questions@softwaredefinedtalk.com (mailto:questions@softwaredefinedtalk.com) Free stickers: Email your address to stickers@softwaredefinedtalk.com (mailto:stickers@softwaredefinedtalk.com) Follow us on social media: Twitter (https://twitter.com/softwaredeftalk), Threads (https://www.threads.net/@softwaredefinedtalk), Mastodon (https://hachyderm.io/@softwaredefinedtalk), LinkedIn (https://www.linkedin.com/company/software-defined-talk/), BlueSky (https://bsky.app/profile/softwaredefinedtalk.com) Watch us on: Twitch (https://www.twitch.tv/sdtpodcast), YouTube (https://www.youtube.com/channel/UCi3OJPV6h9tp-hbsGBLGsDQ/featured), Instagram (https://www.instagram.com/softwaredefinedtalk/), TikTok (https://www.tiktok.com/@softwaredefinedtalk) Book offer: Use code SDT for $20 off "Digital WTF" by Coté (https://leanpub.com/digitalwtf/c/sdt) Sponsor the show (https://www.softwaredefinedtalk.com/ads): ads@softwaredefinedtalk.com (mailto:ads@softwaredefinedtalk.com) Recommendations Brandon: Dope Thief (https://www.rottentomatoes.com/tv/dope_thief) on Apple TV (https://www.rottentomatoes.com/tv/dope_thief) Coté: Check out the recording of the Tanzu Annual update (https://www.youtube.com/watch?v=c1QZXzJcAfQ), all about Tanzu's private AI platform. Next, watch Coté's new MCP for D&D video (#4) figures out something cool to do with MCP Prompts (https://www.youtube.com/watch?v=xEtYBznneFg), they make sense now. And, a regret-a-mmendation: Fields Notes annual subscription (https://fieldnotesbrand.com/limited-editions). Photo Credits Header (https://unsplash.com/photos/a-telephone-sitting-on-top-of-a-wooden-shelf-2XnGRN_caHc)
Zum ROAS-Rechner: https://www.berend-heins.de/rechner In dieser Folge des Onlineshop Geflüster Podcasts schauen wir uns mal gemeinsam an, woran es wirklich liegt, dass deine Ads nicht skalieren. Ich zeige dir, welche Rolle Creatives und Zielgruppenverständnis dabei spielen – und worauf du achten solltest, wenn du profitabel wachsen willst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
vennie: https://www.vennie.tech/#hero Leons LinkedIn: https://www.linkedin.com/in/leon-jungfleisch-52bb8a17a/ In dieser Folge des Onlineshop Geflüster Podcasts spreche ich mit Leon von vennie über das Thema automatisierter Kundensupport im E-Commerce. Wir schauen uns an, wie du bis zu 70 % deiner Support-Prozesse effizient abbilden kannst, welche Tools und Systeme dabei helfen und warum eine smarte Automatisierung richtigen Einfluss auf Kundenzufriedenheit, Skalierung und Marge haben kann. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
In dieser Folge des Onlineshop Geflüster Podcasts klären wir die Frage, ob du selbst vor die Kamera musst, um erfolgreiche Ads zu schalten – oder ob es auch ohne geht. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
In dieser Folge des Onlineshop Geflüster Podcasts reden wir darüber, warum die meisten Unternehmen nie die 1-Million-Umsatzmarke knacken – und wie du es trotzdem schaffen kannst. Wir schauen uns an, welche Faktoren wirklich den Unterschied machen, worauf du im E-Commerce achten musst und wie du dein Business aufs nächste Level bringst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
BONUS: The End of Product Management? Three Experts Reveal the Unstoppable Rise of Product Engineers With Anton Zaides, Rafa Paez, and Max Piechota In this BONUS episode, we explore the emerging concept of the Product Engineer with three experts in the field: Anton Zaides, Rafa Paez, and Max Piechota. Together, they discuss how software engineers are evolving beyond just technical skills to embrace product thinking, business understanding, and customer empathy. This shift represents a move toward what they call "M-skilled" professionals who combine technical expertise with product sensibility to create greater impact. The Evolution of Software Engineering "The role of the software engineer is evolving to a product engineer...they understand what to build and why they are building it." Rafa Paez kicks off the conversation by sharing insights from his article on Substack, titled "The Rise of the 100x Product Engineer." He explains how the modern software engineer is taking on greater ownership of their work, focusing not just on writing code but understanding the underlying business reasons for features. This new breed of engineers thinks critically about product metrics, challenges assumptions, and takes extreme ownership of outcomes rather than just outputs. Breaking Product Management "Engineers don't really care about what they work on...but what if they did?" Anton Zaides discusses his provocative Substack article "Product Management is broken, a change is coming," where he challenges the traditional separation between engineers and product decisions. He describes the phenomenon of the "ZOOM-based product manager" who remains disconnected from both users and engineers, and contrasts this with engineers who genuinely care about the products they build. Anton argues that when engineers are invested in the product outcomes, the entire development process improves. For a podcast episode with Anton Zaides about the Product Management is broken article, listen to this Scrum Master Toolbox Podcast episode. Measuring What Matters "We need to measure the product outcome, the customer value and incentivize developers based on that." Max Piechota shares how his journey toward product engineering began through conversations with his CEO about measuring software engineer performance. His research led him to realize that traditional engineering metrics often miss what truly matters - the value delivered to customers. Max advocates for aligning developer incentives with product outcomes rather than just code output, representing a fundamental shift in how we evaluate technical contributions. Catalyzing the Transformation "What helped me change was working with those people that wanted to create products." The conversation turns to practical ways to foster this evolution toward product engineering: Max describes how exposure to product-oriented colleagues and learning about the Lean Startup methodology transformed his perspective as a developer. Anton outlines a three-step approach: helping engineers see metrics and user interactions, building business literacy, and connecting more deeply with the domain. The group discusses the importance of helping engineers understand concepts like gross margin and the AARRR framework (Acquisition, Activation, Retention, Revenue, Referral). Beyond Solutions to Problems "Often we only focus on the solution, without understanding the actual problem we are trying to solve." One crucial insight from the conversation is the need for engineers to take a step back from solution mode and better understand the underlying problems. The panel shares practical tips: Clarify how the business works and identify opportunities for improvement Be thoughtful about how developers are incentivized Connect technical decisions to financial outcomes Focus on landing page conversion and other customer-facing metrics when they're the bottleneck to growth This mindset shift enables engineers to make more strategic decisions about where to invest their technical efforts for maximum impact. About Anton Zaides, Rafa Páez, Max Piechota Anton Zaides is the founder of Manager.dev, where he shares insights about engineering management and product development. With extensive experience in both engineering and product leadership roles, Anton is passionate about bridging the gap between technical execution and product vision. You can link with Anton Zaides on Substack. For inquiries, reach him at Anton@manager.dev. Rafa Paez is a product engineering advocate who wrote the influential article "The Rise of the 100x Product Engineer." Through his work, Rafa explores how engineers can expand their impact by embracing product thinking and business understanding alongside technical skills. You can link with Rafa Paez on Substack. Find more of his work at rafapaez.com. Max Piechota is a thought leader in the engineering productivity space who has researched effective ways to measure and improve developer performance. He advocates for outcome-based metrics that focus on customer value rather than code output. You can link with Max Piechota on Substack.
In dieser Folge des Onlineshop Geflüster Podcasts geht es darum, warum deine Ads nicht die richtige Zielgruppe erreichen – und wie du das ändern kannst. Ich zeige dir, welche Stellschrauben du an deinen Werbeanzeigen drehen musst, um genau die Kunden anzusprechen, die wirklich kaufen. Außerdem erfährst du, welche Fehler viele Shop-Betreiber bei der Zielgruppenauswahl machen und wie du deine Kampagnen profitabler gestaltest. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
In dieser spannenden Folge des Onlineshop Geflüster Podcasts bin ich bei Fabio und Luis von Hunderunde zu Gast. Wir haben lange zusammengearbeitet und nehmen dich mit auf ihre unternehmerische Achterbahnfahrt – von den ersten Schritten als Startup über Wachstumsschmerzen, eine beinahe Insolvenz bis hin zum großen Auftritt bei „Die Höhle der Löwen“. Die beiden teilen ihre wertvollsten Learnings zu Branding, Produktstrategie und Skalierung im E-Commerce. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
Meine Creative Testing Masterclass 2025: https://youtu.be/8KOAlnC3Aso In dieser Folge des Onlineshop Geflüster Podcasts verrate ich dir, wie wir mit unseren Kunden ans Creative Testing herangehen, welche Struktur du beachten solltest um aussagekräftige Ergebnisse für deine Werbeanzeigen zu erzielen und was es sonst noch so zu beachten gibt. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
Mollie: http://mollie.com/payment In dieser Folge des Onlineshop Geflüster Podcasts verrate ich dir, wie du mit weniger Arbeit deutlich erfolgreicher wirst und deinen Onlineshop wirklich voranbringst. Wir reden darüber, warum es nicht immer mehr To-dos und ständiges Hustlen braucht, sondern wie du mit dem richtigen Fokus die Dinge angehst, die deinen Shop wirklich wachsen lassen. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
Learn How to Develop Your Unique Advantage Point and Stand Out From Competitors In this episode of the Beyond Seven Figures podcast, I explore why having a Unique Selling Proposition (USP) is no longer enough to differentiate your business in today's competitive marketplace. I'm joined by my long-time business partner and coach, Tom Trush, to discuss the superior strategy of developing a Unique Advantage Point (UAP) - a powerful approach that focuses on the specific advantages you provide to customers rather than just being different. We reveal practical strategies for creating a UAP that makes you the obvious choice for clients, commands premium pricing, and eliminates apples-to-apples comparisons with competitors. Guest: Tom TrushGuest Bio: Business Coach at Predictable Profits, Marketing Strategist, and former Journalist KEY TAKEAWAYS: Competition extends beyond your industry - you're competing for your customer's dollar against all alternatives. USPs only tell how you're different; UAPs demonstrate specific customer advantages of working with you. Businesses without clear differentiation end up competing solely on price. Create proprietary processes with unique names to make services tangible and inimitable. Use data-backed claims about client results to establish powerful market differentiation. Leverage third-party credibility markers like media recognition and "highest-rated" status. Implement strong, unconventional guarantees to attract better clients while reducing refunds. Display your UAP prominently in all marketing materials for quick prospect recognition. Growing your business is hard, but it doesn't have to be. In this podcast, we will be discussing top level strategies for both growing and expanding your business beyond seven figures. The show will feature a mix of pure content and expert interviews to present key concepts and fundamental topics in a variety of different formats. We believe that this format will enable our listeners to learn the most from the show, implement more in their businesses, and get real value out of the podcast. Enjoy the show. Please remember to rate, review and subscribe to the podcast so you don't miss any future episodes. Your support and reviews are important and help us to grow and improve the show. Follow Charles Gaudet and Predictable Profits on Social Media: |Facebook: facebook.com/PredictableProfits Instagram: instagram.com/predictableprofits Twitter: twitter.com/charlesgaudet LinkedIn: linkedin.com/in/charlesgaudet Visit Charles Gaudet's Wesbites: www.PredictableProfits.com
Send us a textIn this dynamic midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon are back with product leadership veteran Ken Sandy. This time, Ken tackles one of the most pressing challenges in modern product management: how to juggle the urgent demand for quick wins with the strategic need for long-term customer value. He delivers practical frameworks, witty anecdotes, and powerful reframes that will resonate far beyond the product team.Detailed Description: We've all felt the squeeze: stakeholders want that feature live yesterday, while customers expect thoughtful innovation. In this energizing conversation, Ken Sandy—author of The Influential Product Manager—returns to the Customer Success Playbook to answer one big question: how can product leaders (and cross-functional teams) balance short-term revenue goals with long-term innovation?Ken starts with a provocative truth: solving meaningful customer problems should inherently deliver business value. If it doesn't, the strategy might be missing the mark. He then walks through three steps to align customer-centric strategy with day-to-day execution:Elevate customer value metrics to stand shoulder-to-shoulder with revenue goals.Build and own a strategic roadmap that provides clarity and intention beyond reactive requests.Track and communicate resource allocation so trade-off decisions are rooted in data, not drama.What follows is a masterclass in how influence, transparency, and structured thinking can replace the chaos of ad hoc demands. Ken's insights extend beyond product management. Customer success teams, account managers, and business leaders will find immediately usable tools to help their organizations solve the right problems for the right reasons.Don't miss this sharp, relatable, and practical playbook for aligning execution with vision—no matter what department you call home.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
Mollie: http://mollie.com/payment In dieser Folge des Onlineshopgeflüster Podcasts spreche ich über die 3 häufigsten Fehler, die du beim Checkout in deinem Onlineshop vermeiden solltest. Ich verrate dir, wie du diese Stolpersteine behebst, deine Conversion Rate steigerst und am Ende mehr Umsatz machst. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
Paolo De Angeli is currently leading the Customer Experience and Customer Value Management teams at Borealis AG. He has a strong background and passion for Customer Value, from Value Creation to Value Based Pricing. In this episode, Paolo shares the importance of persistence for pricing practitioners, encouraging them to confidently share their insights even when facing resistance. He highlights that pricing is not just about numbers but also about effective change management and influencing senior leaders. By staying committed and focusing on both soft skills and strategy, pricing professionals can drive impactful results. Why you have to check out today's podcast: Gain actionable strategies for understanding customer needs, framing value propositions, and making data-driven pricing decisions. Dive into valuable lessons on building strong supplier-customer relationships. Learn how pricing is as much about effective communication and influencing as it is about numbers, with tips on navigating resistance. “If you are a pricing practitioner, you spend time learning, investing. Maybe like I did, taking some certification like the Professional Pricing Society, or you've been involved in the network. You are entitled to share your opinions.” - Paolo De Angeli Topics Covered: 01:47 - How he found himself in pricing and what made him embrace it 03:45 - Reflecting on the evolution of the pricing profession 05:32 - Articulating the strategic reasoning behind his role as Head of Customer Experience and Customer Value Management 09:09 - Explaining how customer experience and customer value management are interconnected within a continuous commercial operations cycle 14:28 - Emphasizing the importance of having more customer value conversations, highlighting that customers are generally receptive to it 15:33 - Explaining how companies often fear customer value conversations due to the risk of their assumptions being challenged 20:08 - What process he employs when customers suggest improvements 22:05 - The importance of leading value discussions and identifying and addressing specific KPIs that matter to the customer to demonstrate value 25:20 - Highlighting the need to understand the customer's needs before discussing KPIs 27:11 - Why you need to look beyond customer feature requests to uncover the underlying problems 28:56 - How effective value management benefits both the supplier and the customer, creating a win-win scenario 30:13 - Paolo's best pricing advice Key Takeaways: “Everything that we do internally, when we challenge our value proposition, and we try to understand where our differential value is, comes not only from our internal perception but also and above all from what our customers are telling us.” - Paolo De Angeli “Companies are afraid that customers will not talk, will not share, and will destroy these hypotheses and negotiate on price. And the solution for this is to build a relationship that is more going in the direction of partnership than a transaction with your customers.” - Paolo De Angeli “If we want to simplify two main applications for customer value management, one is when you launch a new solution in the market, you need to have a differential value, a compelling value proposition, so that you need to be convincing both internally and externally and explain why anyone in the world should be interested in buying from you this new solution and not an existing one.” - Paolo De Angeli “Managing expectations is the most important thing, it's not because they ask for something that they will get it, but it's, I think that what we owe our customers is to listen to them. Have a conversation on why certain things are possible and others are not, and then have a joint collaboration on what's possible.” - Paolo De Angeli “Before understanding the KPIs, we need to understand their [customers] needs. We need to understand what their problems are.” - Paolo De Angeli “It's important to agree on the KPIs, but what matters is, to understand what their[customers] problems are and help them understand the profit equation.” - Paolo De Angeli People/Resources Mentioned: Professional Pricing Society: https://www.pricingsociety.com/ European Pricing Platform: https://www.pricingplatform.com/about-epp Syngenta: https://www.syngenta.com/ Connect with Paolo De Angeli: LinkedIn: https://www.linkedin.com/in/paolo-de-angeli-cpp-b232b85/ Connect with Mark Stiving: LinkedIn: https://www.linkedin.com/in/stiving/ Email: mark@impactpricing.com
Peters LinkedIn: https://www.linkedin.com/in/peter-nadolinski-05646492/ Hier gehts zu VAP: https://www.venture-advisory-partners.com/de In dieser Folge des Onlineshop Geflüster Podcasts habe ich Peter von Venture Advisory Partners (VAP) zu Gast. Wir reden darüber, worauf es beim Verkauf eines E-Commerce-Business wirklich ankommt, welche Kennzahlen Investoren besonders interessieren und wie du deinen Onlineshop strategisch auf einen lukrativen Exit vorbereitest. Peter gibt spannende Einblicke in den Ablauf eines Verkaufs und teilt seine Learnings aus der Praxis. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
Mollie: http://mollie.com/payment In dieser Folge des Onlineshop Geflüster Podcasts verrate ich dir, welche eine Sache erfolgreiche Gründer und Gründerinnen aus meiner Erfahrung gemeinsam haben. Besonders im E-Commerce kann dieser Faktor den Unterschied machen, wenn du dein Business skalieren und langfristig profitabel wachsen möchtest. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
In dieser Folge des Onlineshop Geflüster Podcasts sprechen wir darüber, wie du das volle Potenzial deiner Bestandskunden ausschöpfst. Ich zeige dir, für wen und wann das besonders sinnvoll ist und welche Strategien du nutzen kannst, um den Customer Lifetime Value zu steigern und wiederkehrende Käufe zu maximieren. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
Zum ROAS-Rechner: https://www.berend-heins.de/rechner In dieser Folge des Onlineshop Geflüster Podcasts checken wir gemeinsam, ob deine Meta Ads unnötig Budget für Bestandskunden ausgeben. Ich zeige dir, woran du das erkennst, wie du deine Kampagnenstruktur optimierst und deine Werbekosten wirklich effizient für Neukunden einsetzt. Viel Spaß beim Anhören! Dein Berend. __________ Mache den ersten Schritt und buche dir eine kostenlose SHOPANALYSE: https://www.berend-heins.de/termin Du hast Vorschläge, Wünsche oder Kritik an uns? Schick uns gerne dein Feedback via https://form.typeform.com/to/jSexWL8b Mehr von Berend: ► Homepage: https://www.berend-heins.de ► Case Studies: https://www.berend-heins.de/case-studies ► Trustpilot: https://de.trustpilot.com/review/broes-media.de ► LinkedIn: https://www.linkedin.com/in/berend-heins-onlineshop-ecommerce-ecom-shop/ ► Instagram: https://www.instagram.com/berend.heins ► YouTube: https://www.youtube.com/@berendheins Mein Name ist Berend Heins und ich habe früher selbst im Lager Pakete gepackt. Wir haben Hunderttausende € in Agenturen investiert und jeden erdenklichen Fehler mit teurem Lehrgeld gezahlt damit du es nicht mehr machen musst und helfen ambitionierten Brands dabei auf 100-500k Monatsumsatz zu wachsen, ohne sich von teuren Agenturen abhängig zu machen.
In this episode, Anika Zubair discusses the challenges of scaling customer success teams without losing sight of customer value with guest Saahil Karkera. They explore the importance of understanding customer value, the need for continuous engagement with customers, and the significance of personal relationships in customer success. Sahil shares insights from his experience in scaling CS teams in SaaS companies and emphasizes the need for ongoing conversations to define and deliver value effectively. In this conversation, we explore the intricacies of customer success management, focusing on strategies for effective engagement, the balance between hiring and optimizing processes, and the role of AI in enhancing customer experiences. The discussion emphasizes the importance of collaboration across teams, learning from past mistakes, and the future direction of customer success towards hyper-personalization and value delivery.Enter the Planhat Giveaway!Win an all-expenses-paid trip to Planhat Open: www.planhat.com/giveawayChapters:00:00 Introduction 12:32 Defining Customer Value 24:39 Building Personal Relationships in CS 26:40 Navigating Customer Engagement and Progress Tracking 29:07 Optimizing Customer Success Management Without Overwhelm 32:02 Hiring vs. Optimizing: Balancing Resources in Customer Success 37:04 Leveraging AI for Enhanced Customer Success 41:00 Learning from Mistakes: Collaborating Across Teams 43:47 The Future of Customer Success: Hyper-Personalization and ValueConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Saahil Karkera :https://www.linkedin.com/in/saahilkarkera/CS Connect: https://www.joincsconnect.com/Saahil Karkera is a Customer Success leader with 9 years of experience scaling and transforming CS teams in Seed to Series A/B SaaS companies. He took an unconventional path to Customer Success, starting in Enterprise Sales at a startup that was later acquired by one of its customers. Since then, he has built and scaled three high-performing CS teams, with a deep focus on driving retention, expansion, and operational efficiency.Beyond his CS leadership role, Saahil is the founder of CS Connect—a no-fluff, results-driven community for Customer Success leaders navigating the chaos of SaaS startups. His mission? To arm CS leaders with the tools, knowledge, and network to turn CS into a scalable revenue driver rather than just a support function.When he's not optimizing CS strategies, you'll find him spending time with his two young children, Mae and Colin.Music by AudioCoffee: https://www.audiocoffee.net/
In this episode of ESG Talk, Cassandra Garber, chief sustainability officer at Dell Technologies joins host Mandi McReynolds. Listen in as Cassandra and Mandi discuss how the global technology leader incorporates the measurement, management, and governance of ESG priorities into both its operations and product offerings.
In this Thriving Thursday edition of the Intentional Agribusiness Leader Podcast, Mark Jewell goes solo to break down a game-changing framework: The Four Levels of Value. If you've ever felt like you're stuck on the hamster wheel, constantly busy but not making real progress, this episode is your wake-up call.Mark dives deep into how every task, relationship, and transaction in business can be categorized into one of four levels of value—and how understanding this framework can help agribusiness leaders stop spinning their wheels and start focusing on what truly drives results.
Several key data trends are transforming the competitive landscape of banking. First, the emergence of Agentic AI is prompting institutions to reconsider how they organize and use customer data. Second, vendor consolidation is compelling banks to take greater control of their data strategies. Third, the growing sophistication of AI models requires higher-quality data to provide personalized experiences while addressing bias risks. In this episode of Banking Transformed, Don Permezel, VP of Data & AI at nCino, joins us to explore how banks must evolve beyond mere data collection to unlock true customer value through AI-powered personalization. The discussion reveals that while many banks excel at data collection and storage, they often fail to turn this data into actionable intelligence that enhances customer value. This episode of Banking Transformed is sponsored by nCino nCino is the leading provider of intelligent, best-in-class banking solutions, focused on streamlining operations for financial institutions. Its Cloud Banking Platform is a single end-to-end platform that can enhance loan origination, customer onboarding, compliance, and portfolio management for banks, credit unions, and lenders. Over 1,850 financial institutions worldwide use the platform to solve business challenges, digitize processes, and enhance the customer experience through speed and convenience. For more information visit www.ncino.com/en-US
In this episode of Zero to CEO, I speak with Robert McMillan, founder of Camping.Tools, about crafting value for both B2C and B2B customers in the digital age. We explore the challenges startups face when creating the perfect customer pitch and the importance of identifying market pain points to deliver meaningful solutions. Robert shares insights on where to begin, learning through trial and error, adopting a process-driven approach, building a strong network, and the power of taking decisive action. Join us for a conversation packed with practical advice for entrepreneurs and innovators.
saas.unbound is a podcast for and about founders who are working on scaling inspiring products that people love, brought to you by https://saas.group/, a serial acquirer of B2B SaaS companies. In episode #43, Daniel Thulfaut, Head of Product at saas.group talks with Michał Suski, Head of Innovation & Co-founder at Surfer.--------------Episode's Chapters---------------- 00:00 - Michał's Journey into Product and Innovation 04:40 - Transitioning from Agency to Product 09:40 - Understanding Surfer's Product Offering 15:04 - The Role of Head of Innovation 20:00 - Implementing Features and Improvements 24:35 - Balancing Intuition and Analysis in Development 28:50 - Innovating Beyond the Fastest Horse 33:59 - Balancing Metrics and Customer Value 36:23 - The Importance of Creative Freedom 39:02 - Hiring for Innovation 46:25 - Trusting Your Intuition Michal - https://www.linkedin.com/in/michal-suski/ Daniel - https://www.linkedin.com/in/daniel-thulfaut/ Surfer - https://surferseo.com/ Subscribe to our channel to be the first to see the interviews that we publish twice a week - https://www.youtube.com/@saas-group Stay up to date: Twitter: https://twitter.com/SaaS_group LinkedIn: https://www.linkedin.com/company/14790796
This is an Impact Pricing Blog published on November 24, 2024, turned into an audio podcast so you can listen on the go. Read Full Article Here: https://impactpricing.com/blog/confused-buyers-dont-buy-a-case-study-in-how-to-align-saas-pricing-with-customer-value/ If you have any feedback, definitely send it. You can reach us at mark@impactpricing.com. Now, go make an impact. Connect with Mark Stiving: Email: mark@impactpricing.com LinkedIn: https://www.linkedin.com/in/stiving/
I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders. This conversation stands to be invaluable for anyone eager to foster stronger customer relationships and drive business success through customer-centric strategies. Why You Should Listen: Learn about innovative approaches to measuring customer value. Understand how to build trust and maintain customer loyalty. Discover ways to co-create value with your customers. Gain actionable insights from a leading expert to elevate your customer experience strategies. Key Questions: What are customer value metrics, and why has measuring them been a challenge for companies? Maxie provides a foundational understanding of customer value metrics and sheds light on common misconceptions in current measurement practices. Can you explain the concept of co-creation of value with customers and provide practical examples? Maxie explores the co-creation of value by using real-world scenarios, emphasizing the importance of customer engagement and mutual value generation. What specific steps can companies take to better measure the value that customers perceive they are getting? She discusses methodologies and strategies businesses can implement to accurately gauge the perceived value from the customer's perspective. Why is it crucial for companies to understand their role in the customer's value network, and how can they identify where they should play? Maxie elaborates on the need for companies to identify the right touchpoints in the customer journey, backed by examples like DBS and AARP, to ensure they are adding genuine value. Tune in to this episode for a transformative conversation that promises to enhance your approach to customer experience and business growth. Forrester Articles on Value: How we define value: https://www.forrester.com/blogs/value-for-customers-a-60-second-look-at-the-top-11-driver-categories/ https://www.forrester.com/blogs/three-truths-about-value-for-customers-hint-you-cannot-deliver-it/ Deeper dive into why companies cant “deliver” value: https://www.forrester.com/blogs/the-customer-is-neo-not-you/ And here a recent piece on journeys and value: https://www.forrester.com/blogs/energize-your-journey-portfolio-optimize-journey-value-for-customers-and-the-business/ Meet Maxie! Maxie Schmidt VP, Principal Analyst Forrester Dr. Maxie Schmidt is a principal analyst in Forrester's customer experience (CX) practice. She leads Forrester's research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and cocreate value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events. Previous Work Experience Before joining Forrester, Dr. Schmidt was a management consultant at Simon-Kucher & Partners. She led global engagements with firms across industries to improve products and pricing and to design pricing processes and governance. Prior to that, Maxie was an assistant professor of services management at the School of Business in Ingolstadt, Germany. Education Maxie earned her doctorate and taught as the chair of service management at the School of Business in Ingolstadt, Germany. She was awarded an Emerald Literati Best Paper Award for research on the frustration that customers experience in loyalty programs. She also published a book on optimizing the quality of customer interactions in contact centers.
As many trends and predictions for this new year, from regionalized supply chains to AI-powered technologies to sustainability initiatives taking the forefront, executives are looking for ways to radicalize their business processes. This week, Lisa Anderson joins us to dive into these new strategies and initiatives that will continue to drive change in businesses as we enter 2025. Come join us as we discuss the Future of Supply Chain.
How do you get really good at talking about value with customers? While this topic is a little bit outside my usual content, it is a question I was recently asked, so I'm going to dive into how top CSMs nail customer value. In this episode, I'm giving you a masterclass on how to keep customers engaged and uncover what they really care about. I'll let you in on the three critical skills every CSM needs and how to use them. These skills are things that you can keep improving no matter what level of CSM you are. So whether you're a career transitioner or a principal CSM, this is going to up level you and help refine your skills not just for getting clients results, but also for advancing your career.
Join Our FREE Start Repairing Credit Challenge: http://startrepairingcredit.com/ Struggling to keep your credit repair clients coming back?We got you! In this speech from our 2019 Credit Repair Expo, the incredible Andre Coakley explains everything you need to know to master customer retention. Andre, an award-winning credit repair expert and best-selling author, shares his proven strategies for turning clients into lifelong advocates for your business.Discover why retention is seven times more cost-effective than acquisition, how to leverage the "service recovery paradox" to turn negative experiences into loyalty, and the key metrics every business needs to track for sustained growth.Let's jump right in! Key Takeaways:00:00 Intro 01:43 Why Retention Is Better Than Acquisition 05:17 Defining Customer Retention and Service Recovery Paradox 08:14 Customer Journey Stages12:21 Just Starting Out? Do This!13:52 Customer Churn Rate16:26 Maximizing Revenue 18:27 Tracking Retention Efforts and Customer Value 20:30 Measuring Loyalty 23:23 Outro Additional Resources:Get a free trial to Credit Repair CloudGet my free credit repair training How to Launch a Credit Repair Business From Nothing With Andre CoakleyMake sure to subscribe so you stay up to date with our latest episodes.
Send us a textExecutive SummaryIn this reflective year-end episode, hosts Roman Trebon and Kevin Metzger look back on their successful second year of the CS Playbook Podcast while unveiling exciting changes for 2025. The discussion highlights their growth journey, reaching broader audiences, and their strategic pivot towards examining customer success through a comprehensive business lens.Detailed AnalysisThe episode reveals key strategic developments and business insights:Growth and EvolutionThe podcast has experienced consistent audience growth across platforms including LinkedIn and YouTubeSuccessfully conducted approximately 30 guest interviews throughout 2024Demonstrated market validation through increasing engagement and listener statisticsStrategic Direction for 2025The hosts announced significant format changes focused on:Exploring customer success as a business-wide mindset rather than just a departmental functionExamining interconnections between customer success and other business units (Finance, Procurement, Sales)Introducing shorter, more focused segments to enhance content accessibilityExpanding scope to include broader business perspectives while maintaining customer success focusBusiness ImpactThe podcast's evolution reflects broader industry trends in customer success:Recognition of customer success as an organization-wide responsibilityGrowing importance of cross-functional collaboration in delivering customer valueShift towards more integrated, business-centric approaches to customer successEmphasis on practical, actionable insights for business professionalsPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
Are you focusing too much on finding new customers and neglecting the goldmine in your existing database? This episode is all about increasing the lifetime value of your customers and building stronger, more profitable relationships. We dive into actionable strategies for: Re-engaging past customers with confidence. Cross-selling and upselling additional services. Leveraging your network for referral revenue. Locking in repeat business to boost customer loyalty. Whether you're in cleaning, landscaping, or any other blue-collar business, these tips will help you turn one-time customers into long-term assets. Tune in and take action—your business will thank you!
Are you a SaaS founder dreaming of scaling your company from $1 million in Annual Recurring Revenue (ARR) to a $100 million exit? Well, you're not alone! In this episode of the Grow Your B2B SaaS Podcast, host Joran Hofman talks with Ryan Allis, the CEO and founder of SaasRise, to explore how to achieve just that. Ryan has a proven track record, having built iContact from zero to $50 million in ARR and selling it for $169 million. Now, through SaasRise, Ryan helps other SaaS founders build their businesses with expert guidance, coaching, and digital ad agency services. If you're looking to take your B2B SaaS business to the next level, this episode is packed with valuable insights to guide you on your journey. Key Timestamps (0:52) - Guest Introduction (1:29) - Should SaaS Founders Aim for an Exit? (2:38) - How to Achieve Nine-Figure Exits (2:41) - Bootstrapping vs. VC Funding (3:32) - The Importance of Bootstrapping (4:19) - Building Revenue Before Seeking Investment (4:39) - Mistakes SaaS Companies Make (5:01) - Effective Ways to Grow a SaaS Business (5:35) - Importance of Outbound Marketing (6:22) - Importance of Community for SaaS Founders (7:24) - Specific Forums for SaaS Growth (7:53) - Introduction to the SaaS Growth System (8:51) - Unit Economics and Customer Value (9:29) - Critical Metrics for SaaS Founders (10:24) - Calculating Customer Lifetime Value (LTV) (11:07) - Determining Target Customer Acquisition Cost (CAC) (11:49) - Importance of Paid Customer Acquisition (12:19) - Outbound Reach and Advertising (12:42) - Acquiring Customers Below Target CAC (13:09) - Outbound Marketing Strategies (14:18) - Educating the Market Proactively (14:33) - Creating a Comprehensive Lead List (15:54) - Utilizing Lead Lists for Marketing (16:21) - Creating Matched Audiences for Ads (16:52) - Email Sequences and Brand Omnipresence (17:34) - Transitioning to Warm Email Lists (19:54) - Importance of a Comprehensive Lead List (22:47) - Importance of Market Education (23:28) - Efficient Sales and Marketing Spend (24:12) - Providing Value in Content (24:23) - Creating Content and Distribution (25:09) - Building a SaaS Content Machine (25:39) - Importance of Founder-Led Content Creation (26:07) - Distribution Formats for Content (26:34) - Calculating Content Impressions (27:12) - Content Impressions and Growth (27:37) - Measuring Content Impressions (29:26) - Recap of the Content Strategy (30:17) - Content Creation Process (31:21) - Scaling and Building a Team (32:55) - Key Team Members for Scaling (33:33) - Building a System That Operates Without You (35:36) - Preparing for an Exit (35:47) - Steps for Scaling and Exiting (36:12) - Raising Capital and Timing (37:13) - Risks of Raising Capital Too Soon (38:00) - Building Revenue and Systems Before Raising Capital (38:46) - Guidelines for Series A and B Funding (39:59) - The Path to a Successful SaaS Exit (40:15) - Preparing for an Exit (41:12) - Working with M&A Advisors (42:10) - Professional Investment Banks for Exits (43:08) - Maximizing Exit Value with Investment Banks (43:39) - Benefits of Working with Investment Banks (44:24) - Final Advice for SaaS Founders (44:49) - Starting Out and Growing Initial Revenue (47:14) - Contact Information for Ryan Allis
In this conversation, Aaron and Larry Drake explore various aspects of leadership, focusing on evaluating employees, the significance of attitude, and the importance of fostering a strong company culture. They discuss practical strategies for assessing leadership potential and the role of faith in business practices, emphasizing the need for trust and respect within teams. In this conversation, Larry discusses the significance of building strong supplier relationships, emphasizing the importance of collaboration and mutual support. He highlights the value of people in business, sharing insights from his experiences with Tesla and the Wrangler program, illustrating how understanding customer needs and maintaining long-term relationships can lead to success. Larry also reflects on the lessons learned from his interactions with industry leaders and the necessity of measuring success against excellence rather than competition. Both Aaron and Larry discuss journeys in business, emphasizing the importance of leadership, mentorship, and the growth of each of there companies. Larry also reflects on the political and economic landscape, the need for a cohesive energy policy, and the impact of community involvement. Larry shares personal anecdotes that highlight the significance of surrounding oneself with capable individuals and the value of giving back to the community.TakeawaysEvaluating people for promotions and demotions is crucial for leadership.Attitude can significantly impact team dynamics and performance.Creating a culture of trust leads to better employee engagement.Acknowledging mistakes is essential for effective leadership.Integrating faith into business can enhance workplace culture.Employee evaluations should focus on multiple criteria, including leadership and attitude.Building a strong company culture requires intentional actions and communication.Leaders should surround themselves with talented individuals who challenge them.It's important to recognize the contributions of all team members.A good culture encourages employees to contribute positively to the organization. Building strong supplier relationships is crucial for success.Collaboration among suppliers can lead to better outcomes.The importance of people in business cannot be overstated.Long-term relationships with suppliers foster trust and reliability.Mistakes in customer interactions can lead to lost opportunities.Understanding customer needs is key to maintaining relationships.Hiring for attitude can be more beneficial than hiring for talent.Measuring success against excellence drives continuous improvement.Control over your own processes is essential for business success.Learning from experiences with industry leaders enhances business acumen. We grew dramatically, up to 1.1 billion.I was just hoping to embarrass myself.Margin is what matters.Leadership's leadership until you get in trouble.We need a long-term energy policy.Everything in Washington is rigged.You can't do anything without profits.Always help other people, they'll help you back.It's a testament to your leadership that they stayed.Chapters00:00 Introduction to Leadership Insights02:54 Evaluating People for Leadership Roles05:53 The Importance of Attitude in Leadership08:50 Building a Strong Company Culture11:48 Integrating Faith into Business Practices31:25 Building Strong Supplier Relationships39:32 The Importance of People in Business50:31 Lessons from the Tesla Experience58:40 The Wrangler Program: A Business Success Story01:02:30 Growth and Leadership in Business01:08:05 Navigating Political and Economic Landscapes01:14:11 Energy Policy and Future Innovations01:19:52 Community Impact and Personal Reflections
In this episode, Scott Becker explores two powerful business principles: treating life and business as a game to make the journey enjoyable and starting each day focused on delivering exceptional value to customers. These concepts can transform your approach to work and drive lasting success.
In this episode, Scott Becker explores two powerful business principles: treating life and business as a game to make the journey enjoyable and starting each day focused on delivering exceptional value to customers. These concepts can transform your approach to work and drive lasting success.
Julie Van de Kamp sits down with Tim Guin from Hirschbach a the 2024 Future of Freight Festival. The two discuss how company culture and internal values can actually help drive value for the external customer, including though aligned Learn more about your ad choices. Visit megaphone.fm/adchoices
Julie Van de Kamp sits down with Tim Guin from Hirschbach a the 2024 Future of Freight Festival. The two discuss how company culture and internal values can actually help drive value for the external customer, including though aligned Learn more about your ad choices. Visit megaphone.fm/adchoices
Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.Jeff Louden on LinkedInConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.
How can product leaders leverage generative AI to enhance product efficiency and customer value? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Thomson Reuters CPO David Wong discusses how his team is harnessing the power of generative AI to transform their products and better serve their customers. David shares insights on Thomson Reuters' unique position to capitalize on the AI revolution, the significant efficiency gains they've achieved in areas like legal research and document analysis, and his strategic approach to balancing build, partner, and acquisition strategies for growth. Listeners will gain valuable perspectives on the evolving role of product management in the age of AI and how leading CPOs are adapting to this technological shift.
In this Greatest Hits episode of Risk Management: Brick by Brick, Jason Reichl has a guest, Sharon Fox, who is an expert in insurance. Sharon holds the position of Vice President of Partnerships & Strategy at TrustLayer, where she plays a crucial role in driving the company's growth and success. She focuses on creating programs that aid channel, strategic, technology, and data providers on their digital proof of insurance platform.
Jeff Compton and Cody continue their discussion on the challenges Cody is facing, including managing the increasing demands of his business and the learning curve of working solo. Jeff shares insights from his experience about striking the right balance between pricing and delivering value, emphasizing the importance of effective customer communication00:00 Provide for family, community, and customers.07:19 Called to improve automotive service communication quality.11:26 Old belt causes AC issues; needs tensioner change.19:23 Shops should charge and inform about inspections.25:28 Optimize efficiency to improve service and profits.28:28 Customers advised against unnecessary early maintenance services.36:20 Success isn't material, it's about helping others.38:37 Fearless shop owner, self-belief, legacy, success.45:02 Struggling to separate work from personal life.50:44 It's okay to say no sometimes.57:50 Initial business goals were impractical and unrealistic.01:01:09 Avoid trades; industry perspectives change frequently.01:05:36 Please share and auto-download the podcast weekly. Thanks to our sponsor Promotive! Find your dream job today: gopromotive.com/jeff
Oracle's Expanding Multi-Cloud StrategyThe Big Themes:Oracle's unique cloud architecture: Oracle's differentiated cloud architecture offers customers flexibility across different environments, whether public, private, or government. This hybrid architecture ensures that customers can deploy the same services whether they need an on-premises solution, a fully isolated cloud region, or a multi-cloud setup. Oracle's approach also addresses the specific needs of regulated industries, like finance or healthcare.Global expansion and investments: Oracle is heavily investing in expanding its cloud infrastructure across the globe, including in emerging markets like Saudi Arabia, Malaysia, and Latin America. These investments aim to meet growing local demands for cloud services while enhancing Oracle's global footprint. By establishing more localized data centers, Oracle can reduce latency for customers, ensure data sovereignty, and cater to regional regulatory requirements.Multi-cloud partnerships: Oracle's partnerships with major cloud providers like Microsoft, Google Cloud, and AWS represent a shift in the cloud industry, as it was previously unheard of for these companies to collaborate. Oracle recognized early on that customers were using multi-cloud strategies, so it adapted by integrating with these other platforms. Its willingness to collaborate with competitors reflects its commitment to answering customers' needs.The Big Quote: “It is very clear that customers drive our strategy . . . Oracle is kicking this multi-cloud era forward, an open era, if you will."
In this episode, we dive deep into a crucial yet often overlooked aspect of the sales process: documenting notes. Whether you're a manager, a BDC representative, or a sales rep, this episode is tailored for you. I explore why documenting customer interactions is essential for improving sales performance and enhancing customer relationships. We'll discuss how thorough note-taking can help each team member make more personalized connections with customers, ultimately leading to more successful car deals. I pull up my worksheet on what to document that I use in dealerships when I'm training and coaching. Ask me for a copy! Discover how consistent documentation fosters unity within the team, ensuring everyone is on the same page and that every customer feels valued. Just like putting cars back on the lot, this practice requires ongoing attention and commitment. Don't miss this opportunity to elevate your customer service and sales strategies! Tune in and learn how to turn your notes into a powerful tool for success. Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com
Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.Chapters:00:00 - Intro04:19 - Early career at AOL and Microsoft07:33 - Learning from Microsoft's transformation10:02 - Defining digital customer success11:38 - Enhancing self-service through data13:55 - The importance of smooth handoff to humans15:06 - Building unified digital experiences at Salesforce18:45 - Success score transparency and customer insights22:58 - AI-driven customer interactions and adoption28:34 - Launching Einstein service agent36:00 - Conversational future of customer service40:03 - Voice-powered AI interactions44:49 - B2C leading in digital customer experiencesEnjoy! I know I sure did…Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic
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