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2 episodes with servicerocket
2 episodes with servicerocket
2 episodes with servicerocket
How do you ensure you're equipped to grow as a business leader? As a family member? As a trusted member of your community? And how can you help others do the same? In this episode, Stephanie Clergé, VP of People and Product Development at Kolbe Corp, and Rob Castaneda, Founder and CEO of ServiceRocket, discuss how to infuse Kolbe Wisdom™ into a business in in ways that will empower team members and clients alike. Rob shares his experience with taking the Kolbe A™ Index and how it has helped him understand himself and others better. Learn how ServiceRocket has integrated Kolbe into their hiring process and the use of technology to support their people operations, how they have fostered a diversity of strengths on their teams, and the value empowering “Rocketeers” to learn and grow has added for everyone involved. Guest-at-a-Glance
Rob Castaneda, founder and CEO of ServiceRocket, defines leadership “as a journey and a craft, not just a task to complete.” While a BSc in Computer Science from the University of Technology Sydney shaped his career, Rob's parents and grandparents taught him the value of hard work and focusing on the internal reward. Along with a passion for instrumental guitar and competing in triathlons, Rob is an active member of the Entrepreneurs' Organization and current president of its San Francisco chapter. Rob's One Away Moment came when two major life transitions culminated in him rethinking everything. Find out how his journey changed course today on the One Away Show. 3 Takeaways: Have clarity on what it is that you truly want and what it is that you wanna leave behind and enable. Process is all about what you did in the past, what you learnt and what do we improve for the next time. Build processes to drive outcomes.
The key to customer success is customer education. And the way digital solutions and tech are blending with one another is creating an exciting convergence of possibilities for the space.“It's another font and resource for success. And I think that's the first driver. Don't think about the money. Think about the success thereafter, the engagement that can help drive that success,” says Dave Derington, Director of Customer Education at ServiceRocket.In our latest episode of LEARN, Dave sheds light on how category convergence could work in the customer education space. Along the way, he and Ted also talk about the potential for AI to disrupt processes and how professionals and leaders can push the industry forward through communities.In this episode, you'll:- Understand how different categories could blend together in customer education- Harness the power of AI and automation to make customer education tasks much easier- Find like-minded peers in customer education is crucial for your growth, as well as the growth of the industryCheck it out on your podcast app of choice to learn more about how the customer education space is evolving and how to avoid getting left behind.Resources:- Dave Derington- ServiceRocket- Ted Blosser- WorkRampPodcast Recommendation:- Greeking Out
Rob Castaneda is the Founder and CEO of ServiceRocket, a Palo Alto-based company that assists rapidly growing software firms in engaging with their customers for successful implementations. ServiceRocket is innovating how these companies interact with their customers, ensuring optimal software utilization. In addition to his role at ServiceRocket, Rob is a member of the Entrepreneurs' Organization (EO) San Francisco chapter and serves as a mentor at both the Global Scaling Academy and Endeavor. Beyond his current engagements, he is a member and the up-and-coming President of EO San Francisco for the 2023-2024 term, succeeding Franka Winchester. Rudy Mutter is the Co-founder and CTO of Yeti, a San Francisco-based company devoted to designing, developing, and launching innovative digital products. His technical expertise spans from web applications to mobile applications, specializing in product strategy, design, and research and development. At Yeti, he works closely with clients to architect solutions, particularly with emerging technologies. Rudy's passion for technology began in his early years, and he has spent his professional career developing games and coding websites. He is also a former President of EO San Francisco. Franka Winchester is the Managing Partner and Co-founder of Pacific Crest Group, a professional services firm based in the San Francisco Bay Area that assists small companies in improving their accounting, financial management, and human resources. With over 20 years of experience, Franka works directly with clients, playing a key role in shaping their long-term strategies. In addition to her role at Pacific Crest Group, she has held positions at Softbank and Colo.com and acted as the finance and compliance chair of the Entrepreneurs' Organization. She has served as the President of EO San Francisco since 2022. In this episode… Have you wondered what it's like to be part of a global organization that empowers entrepreneurs? The Entrepreneurs' Organization (EO) offers opportunities for leadership, personal growth, and international networking, creating a worldwide community of successful entrepreneurs. This episode takes a closer look at EO and its impact on its members. Joining us are Rudy Mutter, Franka Winchester, and Rob Castaneda, active members of EO and EO's San Francisco chapter. Each brings a unique perspective on EO's offerings, from leadership journeys to enriching forum experiences and the incredible opportunities for global connections. In this episode, host John Corcoran sits down with Rudy Mutter, Franka Winchester, and Rob Castaneda to explore their experiences with EO. They discuss the value of EO's peer-to-peer network and how it facilitates global connections. They also delve into EO's leadership journey, revealing how it cultivates leadership abilities and fosters personal growth. Finally, they share personal anecdotes on how EO has expanded their horizons and provided valuable experiences.
Sarah E. Brown is a B2B tech marketing leader, author, startup mentor, and ecosystem builder with more than a decade of experience scaling SaaS companies through customer-centric marketing. She specializes in leading high-performing teams that meet and exceed OKRs while fostering an environment where people feel supported and empowered to do their best work. Sarah created and executed the marketing strategies for three self-funded B2B SaaS startups that were each rapidly acquired that same year. In 2016, she was also named to Amity's “Customer Success A-List” and included in Search Engine Journal's list of 100 Amazing Women Marketers to Follow on Twitter. She launched and cohosted ServiceRocket's popular Helping Sells Radio podcast, which made the iTunes “New and Notable” and “What's Hot” lists in the Technology category in 2016. In May 2015, May 2016, and again in April 2017, Sarah received the Top 100 Customer Success Influencer Award from MindTouch. In July 2017, she was named a Top 75 SaaS Influencer by Tenfold. In August 2017, she was named Top 40 Customer Success Influencer by Tenfold. In September 2017, she was named a Top 200 Content Experience Strategist 2017 by MindTouch. In March 2018, she was named Top 100 Customer Success Strategist 2018 by MindTouch. In February 2021, named a 2021 Techstars “All-Star” Mentor. In June 2022, named a 2022 40 Under 40 Business Leader by the Colorado LGBTQ Chamber of Commerce. Her latest book, Lead Upwards: How Startup Joiners Can Impact New Ventures, Build Amazing Careers, and Inspire Great Teams, gives you insights into how to prepare for, earn, and succeed in an executive role at a startup company. Sarah connects with Lou on Thrive LouD With Lou Diamond. ***CONNECT WITH LOU DIAMOND & THRIVE LOUD***
Rob Castaneda is the Founder and CEO of ServiceRocket, a firm that helps software companies build their support, training, and consulting ecosystems. He is also a member of the EO San Francisco chapter and a mentor at both Global Scaling Academy and Endeavor. Rob Castaneda, the Founder and CEO of ServiceRocket, joins John Corcoran in this episode of the Smart Business Revolution Podcast to talk about building his software company. Rob also discusses the leadership mindset and moving his company from Australia to the US.
Rudy Mutter is the Co-founder and CTO of Yeti, a San Francisco-based company that designs, develops, and launches first-gen digital products. Rudy is also the current President of the EO San Francisco Chapter. Previously, he worked as a software and web developer for companies including Verivo and athenahealth. Franka Winchester is the Managing Partner and Co-founder of Pacific Crest Group, a professional services firm based in the San Francisco Bay area. Pacific Crest Group helps small companies improve their accounting, financial management, and human resources. Franka is also a long-time EO member and the incoming President of EO San Francisco for the 2022 - 2023 year. Rob Castaneda is the Founder and CEO of ServiceRocket, a company based in Palo Alto that helps fast-growing software businesses engage with their customers for successful implementations. He is also a Mentor for Endeavor and Blitzscaling Academy. Rob will be the incoming EO San Francisco President after Franka during the 2023 - 2024 year. In this episode… Are you an entrepreneur looking for more personal and professional growth opportunities? Where can you find lifelong, like-minded friends that you can grow with? Entrepreneurs should be open to anything and always willing to learn. To successfully run their businesses, they need to consistently find ways to nurture their own interests. EO San Francisco offers the perfect platform for entrepreneurs that want to connect with other successful entrepreneurs and explore new possibilities for growth. In this episode, John Corcoran sits down with Rudy Mutter, the Co-founder and CTO of Yeti, Franka Winchester, the Managing Partner and Co-founder of Pacific Crest Group, and Rob Castaneda, the Founder and CEO of ServiceRocket, to discuss their path to leadership in EO San Francisco. They explain what motivated them to join EO, the moments that stood out in their leadership journeys, and their advice to entrepreneurs considering joining EO.
Andy Paul is the author of his new book, "Sell without Selling Out: A Guide to Success On Your Own Terms." Guess what we talked about. Andy hooked me very early on in the book when he said that the purpose of his book is to "turn your back on salesy behaviors," which is how he defines "selling out." More about Andy:His book: https://www.amazon.com/Sell-without-Selling-Out-Success-ebook/dp/B09G8464LL/ref=sr_1_1?keywords=selling+without+selling+out&qid=1646704184&sprefix=selling+without+se%2Caps%2C111&sr=8-1His website: https://www.andypaul.com/On Linkedin: https://www.linkedin.com/in/realandypaul/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Jeff Kushmerek, CEO & founder of Infinite Renewals about his Rocketlane Propel22 talk.Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Mikael Blaisdell, executive director of the Customer Success Association about his Rocketlane Propel22 talk. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Star Hofer is vice president of customer success at PartnerStack, multi-time top customer success influencer, and a customer success mentor coach at Catalyst Software. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Peter Armaly is VP of Customer Success at ESG, advisor and board member and former customer exec at Oracle, BMC Software, and Eloqua.Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Rod Cherkas is the CEO of HelloCCO, a strategy consultancy and advisory firm to CCOs. His Propel22 talk is about packing services offerings to support fast growth.Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Donna Weber runs Springboard Solutions and is author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions."Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Irit Eizips is the chief customer officer and CEO of CSM Practice, the leading customer success strategy firm for executives.Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Mary Poppen is the Chief Strategy & Customer Officer at involve.ai, which helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. My guest today is Kristi Faltorusso, VP of customer success at ClientSuccess, multi-time top 25 customer success influencer, advisor to numerous organizations, and founder of Keep It Simple, a content experience portal for customer success professionals. Register for Propel22: https://rocketlane.com/propel More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. This episode is with Kristen Hayer is the founder and CEO of The Success League, multi-time Top 25 customer success influencer, and fellow board member of the Customer Success Leadership Network. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. In this episode we talk to Ed Powers, customer success consultant, multi-time top 25 customer success influencer, and organizer of the Colorado Customer Success Meetup.Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. This episode is with Emilia D'Anzica, Managing Director at Growth Molecules, the growth revenue advisors who delivers data-driven customer success strategies. Register for Rocketlane Propel22: https://rocketlane.com/propel More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. This episode is with Maranda Dziekonski, Chief Customer Officer at Swiftly, multi-time top 25 customer success influencer, and fellow board member of the Customer Success Leadership Network. Register for Propel22: https://rocketlane.com/propel More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Sri Ganesan is the co-founder and CEO of Rocketlane, the customer onboarding platform. We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category and help you develop your own official onboarding methodology. Because we all know, that the best thing we can do the help customers be successful is set them up for success right from the start. Rocketlane Propel22 is being held March 15 - 16, 2022 at a virtual location near you. Visit the rocketlane.com/propel to see the speaker line up and agenda. Please save your spot and register here: https://rocketlane.com/propelMore about Sri:His company, Rocketlane: https://www.rocketlane.com/Rocketlane Propel22 Conference: https://www.rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
In this episode of Helping Sells Radio, I am sharing a recording of a webinar I facilitated about how software company CxOs should think about using customer education as a way to grow. I call it the Customer Education Growth Framework. The framework makes the process of developing customer training predictable. You just follow the steps. And when you do, you will know what goals to pursue, and what metrics to monitor on your way to growth. More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Jared Orr is senior customer success manager at Electric and founder and host of the Founders & Mentors podcast. We know each other from being connected on Twitter and Linkedin. We finally met IRL on Helping Sells Radio to discuss customer success, his podcast, and going all in on his career. Side bar: I say we met IRL. It was on video. But I still say that is IRL. Only an analog native would think meeting on a video is not "in real life." It is real life to me. More about Jared: On Twitter: https://twitter.com/jaredorr10On Linkedin: https://www.linkedin.com/in/jaredsorr/Founders & Mentors Podcast: https://foundersmentors.com/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
In this episode of Helping Sells Radio, we share a recording of a webinar we did about how software company customer education teams should build annual plans and learn to forecast instead of asking for a budget. Forecasting is a critical capability to learn, especially as your company prepares for possible IPO. Forecasting is a way to create your plan and then go after your plan. A budget is a license to spend. You don't want to be a spender. You want to be a forecaster. You gotta get good at this. And just to add, I did an episode with Debbie Smith who runs Smartsheet University, which is an excellent companion episode. So if you haven't listened to Debbie's episode go get it. Episode 327. She runs customer education as a P&L. She has to plan and forecast.Be like Debbie. More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Rob Castaneda found his passion for technology and training as a 17-year old, working on the Sydney helpdesk of a Silicon Valley software company. Within three years he had worked in various departments of the company, ranging from pre-sales, training, and support to research & development. In 2000, Rob moved to Silicon Valley to work for a startup, and also contributed to and co-authored several books and publications related to Enterprise Java. In 2001, Rob started his company ServiceRocket, which is headquartered in Palo Alto, California and has grown to more than 170 employees worldwide with offices in the U.S., Australia, Chile, and Malaysia. Rob's leadership style of thinking team and sharing knowledge is part of what has helped him build a successful global company, completely boot-strapped, having received no VC funding, and has most recently landed him a spot in the Silicon Valley's Top 40 under 40. ServiceRocket is a unique Customer Success company focused on ensuring enterprises and users successfully incorporate software into their businesses and lives – so they use it, love it and buy more. Through training, utilization and support, ServiceRocket creates long-lasting, loyal relationships between software companies, enterprises and their software by delivering these elements to enable customer success. What you will learn in this episode: Rob Castaneda's background and how he has built his business around empathy, communication, and meaningful relationships How Rob fosters belonging in his company through t-shirts, mantras, and the “rocketeer” title The methods Rob uses to keep his employees feeling connected and motivated despite cultural differences Why Rob spends over a third of his time focused solely on communicating with his employees How ServiceRocket uses the Kolbe personality test to understand their employees and the best communication methods to use based on the results The importance of thinking from the bottom-up and why companies need to be open to adapting Resources: Website: https://medium.com/@robertcastaneda Website: https://www.servicerocket.com/ Facebook: https://www.facebook.com/robertcastaneda Twitter: @robertcastaneda Linked In: https://www.linkedin.com/in/robertcastaneda
Paula Courtney is the CEO of The Verde Group, a leading customer experience consultancy. She recently ran a study of 9,400 consumers with Thomas Robertson from Wharton, to find out what customers consider "wow experiences." Harvard Business Review published an article to summarize the findings called, "Why Customer Loyalty Programs Can Backfire." The key takeaway for me was the idea that our goal should not be to "surprise and delight" customers. In fact, if our goal is to surprise and delight customers, we end up creating an illusion of progress. After all, what surprises and delights customers changes. Regularly. What works today, may not work tomorrow. We end up chasing an elusive prize. Instead what Courtney suggests we do is understand that whatever our value proposition is, the number one thing to do is consistently deliver on that value proposition. That seems more reasonable to me. And it's what customers actually want. More about Paula:Her company, The Verde Group: https://verdegroup.com/Her HBR article, Why Customer Loyalty Programs Can Backfire: https://hbr.org/2021/05/why-customer-loyalty-programs-can-backfireHer Interview on Knowledge @ Wharton: https://knowledge.wharton.upenn.edu/article/want-to-make-retail-customers-happy-give-them-a-wow-experience/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Diana De Jesus is the Customer Success Manager Strategist at Catalyst.io, which is a brand new role for her and for Catalyst. We talked about two of her Linkedin posts that caught my eye. One about her first year at Catalyst and another about what life is like using a customer success software tool, instead of a CRM, to do her customer success job.More about Diana: On Linkedin: https://www.linkedin.com/in/dianadejesus/Catalyst: https://catalyst.io/Diana's first Linkedin post we talked about: https://www.linkedin.com/posts/dianadejesus_customersuccess-workanniversary-activity-6862400251127455745-zRprDiana's second Linkedin post we talked about: https://www.linkedin.com/posts/dianadejesus_customersuccess-saas-activity-6872573198999846913-b0oJMore about ServiceRocket: Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
This is part one in a two part series in which Mel and Bill talk about owning renewals, negotiating the renewals, and lessons learned building a customer success team that does own the renewal. More about Mel on Linkedin: https://www.linkedin.com/in/melihabilge/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
This is part two in a two part series in which Mel and Bill talk about owning renewals, negotiating the renewals, and lessons learned building a customer success team that does own the renewal. More about Mel on Linkedin: https://www.linkedin.com/in/melihabilge/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Today we're talking with Lacey Teal, former Relationship Manager at ServiceRocket. And we discuss how she helped bridge the gap between ServiceRocket and the businesses they partner with. How effective communication helps her continue the partnerships, and how to identify whether a problem is software-based or human-based. All of this right here, right now on the Modern CTO Podcast!
Mel and Bill talk about customer advisory boards (CABs). More about Mel on Linkedin: https://www.linkedin.com/in/melihabilge/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Mel Bilge and Bill Cushard discuss defining and documenting the customer success process.More about Mel on Linkedin: https://www.linkedin.com/in/melihabilge/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Aaron Thompson, CRO at SuccessHacker, wrote a Linkedin article called "QBRs are stupid. Naturally, we had to talk about it. The problem is QBRs is that we say they are focused on the customer, but we deliver them as all about us. Aaron is begging us to re-examine the nature of our QBRs to make them actually about the customer and for the customer. Here is a link to his article: https://www.linkedin.com/pulse/qbrs-stupid-aaron-thompson/?trackingId=PKMxzPJcSgCfxwMcYfhFcQ%3D%3DMore about Aaron:On Linkedin: https://www.linkedin.com/in/athomps/At SuccessHacker: https://www.successhacker.co/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Mel Bilge and Bill Cushard discuss implementing quarterly business reviews.More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Mel Bilge and Bill Cushard discuss why net revenue retention is a north star metric and a growth metric. More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Debbie Smith is the senior manager of Smartsheet University and vice president of the Customer Education Management Association (CEdMA) and joins us on Helping Sells Radio to talk about helping customers beyond the product. This all started on a Linkedin post, which talked about how software companies should consider building the school that teaches the skill in its domain. Software companies can help people (customers and potential customers and just anyone) learn the skills necessary to perform the job its software is designed to help. And even credential people in that job. It's a big idea. Debbie is doing something incredible. Instead of creating the school from scratch, she partnered with the biggest "school" in project management; the Project Management Institute to teach project management skills and help PMI certified professional maintain their PMI certification. Not only is Debbie building trust between PMI members and Smartsheet, she is helping PMI members further their skills and careers. What a conversation. More about Debbie:Linkedin - https://www.linkedin.com/in/debbiecareysmith/Smartsheet University - https://smartu.smartsheet.com/Customer Education Slack Channel - https://customered.slack.comCEdMA - https://www.cedma.org/leadershipThat Linkedin post that got this all started - https://www.linkedin.com/feed/update/urn:li:activity:6871136448339423232/?commentUrn=urn%3Ali%3Acomment%3A(activity%3A6871136448339423232%2C6871807844467953664)&replyUrn=urn%3Ali%3Acomment%3A(activity%3A6871136448339423232%2C6871815549513420800)More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Mel Bilge and Bill Cushard discuss the importance of account ownership in SaaS customer success. More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Mel Bilge and Bill Cushard discuss high touch customer success and why being scalable and low touch isn't all it's cracked up to be. More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Steve Harper is the author of The Ripple Effect: Maximizing the Power of Relationships for Life & Business and creator of Ripple Central, a services consultancy that helps harness the power of human connection to transform your team, your career, and your life. Steve had me on his podcast, The Ripple Effect Podcast with Steve Harper, and now he's on Helping Sells Radio. We talked about his Ripple Effect, listening for opportunities for starting ripples with customers, and how he came up with this useful concept for building meaningful relationships. More about Steve: About Steve and Ripple Central: https://ripplecentral.com/biopress/His book: https://www.amazon.com/Ripple-Effect-Maximizing-Relationships-Business/dp/097686651X/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1642559779&sr=8-1His podcast episode with me:More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
Asa Hochhauser is the VP of Sales at McGaw.io, which helps companies harness the power of Marketing Technology and Data. He is also a member of the Revenue Collective and founding member of Sales Hacker. He knows a thing or two about sales, sales enablement, and designing sales tech stacks.Rolling out the right sales tech stack is the key to productivity. However, the stack is almost meaningless if you don't take the time to do two things first; 1) understand "the why" behind the need to assemble the sales technology; and 2) enable your sales team. If there was a sales magic triangle, the three corners would be goals, enablement, and technology. More about Asa:On Linkedin: https://www.linkedin.com/in/asahoc/McGaw.io: https://mcgaw.io/More about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com
This is one of those podcast episodes to which show notes don't do justice. I will say this, Barry Kelly, co-founder and CEO of Thought Industries and Rob Castaneda, founder and CEO of ServiceRocket, come on the pod to talk about the future of customer education, the constantly changing software learning landscape, and why their two companies came together to take this market trend head on. More about the Thought Industries / ServiceRocket Partnership:The announcement: https://www.thoughtindustries.com/blog/thought-industries-and-servicerocket-partner-to-grow-market-for-customer-learning-software-and-services/About the relationship: https://www.thoughtindustries.com/blog/qa-with-thought-industries-and-servicerocket-sharing-expertise-for-customer-success/Advancing customer education: https://www.servicerocket.com/post/servicerocket-partners-with-thought-industries-to-advance-customer-education Subscribe at helpingsells.substack.com
What can I say? Dave Derington, co-host of the number one customer education podcast, CELab, has just joined ServiceRocket as director of customer education. We recorded this podcast on his first day. It's part of his onboarding. More about Dave:His podcast (with co-host, Adam Avramescu), CELab: https://customer.educationOn Linkedin: https://www.linkedin.com/in/derington/ Subscribe at helpingsells.substack.com
Join Kristen Hayer in conversation with Bill Cushard, General Manager at ServiceRocket as they discuss the business model of Customer Success.
What works for one company might not work for another; but other peoples mistakes are worth taking note of. In this talk, ServiceRocket's Rob Castaneda discusses the mistakes he made that could help you in your business. For more great talks, viist businessofsoftware.org and sign up to the free newsletter for all that BoS goodness direct to your inbox. --- Send in a voice message: https://anchor.fm/business-of-software/message
Software companies are often torn between meeting customer needs and product velocity. A well-designed ecosystem allows you to do both. Companies with flourishing ecosystems have several competitive advantages – moats, product development, customer advocates and more. Building and maintaining an ecosystem requires a clear plan and a systematic approach. Knowing where to begin, or where you're going wrong, can be challenging. In this conversation, Peter and Bill from ServiceRocket discuss everything you should consider. For more great talks direct to your inbox, sign up for the free Bos Newsletter at businessofsoftware.org/update --- Send in a voice message: https://anchor.fm/business-of-software/message
In Episode 10, we have Bill Cushard, General Manager, ServiceRocket. He is a customer education expert and has spent most of his career working in learning management, software adoption, and customer success. He was named one of the Top 25 CS Influencers in 2020. Bill has extensive experience working with startups and high-growth companies. Here's what Bill talks about in this episode: How Learndot came about What great customer training looks like The maturity model for customer education Companies that do a great job in customer training/education When a SaaS business should invest in customer education Roadblocks in setting up customer education programs in companies ... and more.
Engati is the world's leading multilingual Digital CX platform. It is a one-stop platform for powerful customer engagements. With our intelligent bots, we help you create the smoothest of customer experiences, with minimal coding. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. Website: https://www.engati.com/ Blogs: https://engati.com/blog Check out our CX Library- CX Community page : https://www.engati.com/cx-community CX Content page : https://www.engati.com/cx-content YouTube Interview series: https://www.youtube.com/playlist?list=PL05g56Qg9-goNEUmZlGGPHWfVjQRPpwr4 SoundCloud Interview series: https://soundcloud.com/user-670584022/tracks Spotify Interview series: https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg https://www.linkedin.com/in/billcushard/ Bill Cushard, Director of ServiceRocket tells us what are the biggest challenges to customer satisfaction faced by customer success managers in 2020 and how is it shaping 2021. He also guides us to develop a program to update the skills of our Customer Success Managers. Check out the 200 CX Thought Leaders to follow for 2021 - http://s.engati.com/2z9 Follow us on- Facebook: https://www.facebook.com/getengati LinkedIn: https://www.linkedin.com/company/engati/ Twitter: https://twitter.com/getengati Instagram: https://www.instagram.com/getengati/ Talk to us: contact@engati.com #EngatiCX #CX #AI
The last time I talked to Nils Vinje, it was on Episode 197, and we talked about his new great leadership book,“The 30 Day Leadership Playbook: Your Guide to Becoming the Leader You Have Always Wanted to Be.” In it, Nils talks about four pillars of leadership. The third pillar is leading with communications, and this one got to me. In particular, the part of leading with communications called “the power of frameworks.” I spend a lot of time asking Nils about framework-thinking on the last episode. So much so that Nils suggested we do another episode in which he would help me with one of my frameworks. So that’s what we did. A live coaching session. I didn’t know it at the time, but I had been working on a framework to describe how we would grow one of our business units at ServiceRocket. I wasn’t calling it a framework, but I was using it as a mechanism for communicating our strategy, progress towards our goals, and to give the exec team a one slide description of how we would achieve our goals. I kept coming back to it. Using the language in it. Referencing it. Showing it on every slide presentation I gave for months. I showed it to Nils and he critiqued it. Asked me uncomfortable questions. And helped me think through how to use to more effectively too communicate. That’s what this episode is: Nils helping me improve my leadership communication skills with framework-thinking. When you listen to our conversation, you will think to yourself, “I need to do this. I have been struggling with how I can improve my communication skills, especially with my leadership team. This is it. I gotta learn this framework thinking. I gotta buy Nils’ book.” I am sold on this framework thinking idea. And I think you will be too. More a about Nils Nils Vinje is the founder and CEO of 30DayLeadership.com. Link to the 30 Day Leadership Quiz that Nils talked about: https://30dayleadership.com/quizTo order a copy of Nils’ book, please visit: 30dayleadership.com. Get on the email list at helpingsells.substack.com
• Evolution of sales If you look back 18 or 20 years back, there's always been this fundamental disconnect between marketing and sales and other parts of the organizations. Everything was much siloed. Everything was gold, very differently. Marketing was gold on brand, PR notices, and pipeline generation. When you look at sales and sales is gold on closed business, not necessarily conversion of leads but not in the way the marketing team was. • The dichotomy in the organization This dichotomy has been continuing for decades and no questions were asked on this. This is because of the long journey of the customers or the life cycle of the customers. For example, a customer would buy software for a lifetime. Once they made the software purchase, they own those licenses, then every three, five, seven years, they would purchase maintenance renewals. They never had to repurchase the software unless it got an end of life or something of that nature. So by default, what you had was this lifetime customer value of five-plus years. So marketing was only focused on new logos. Now no one focused on this long term service because they were going to be around for five-plus years. So, it was way more expensive to try to switch any time after that first initial purchase than it ever was. Just to wait for the maintenance renewals to come and just renew the maintenance. So you think five, five-year lifetime customer value, at a minimum, you have this very sustainable business and very low term. • Alignment in the organization These days, customers have lots of options. They are now paying monthly or annually. So switching the vendor is pretty easy. If customers are not satisfied with the service, the move to another vendor. That is when you see marketing and sales have to react to this. They no longer are fractured as last time. So these teams suddenly had to work much more closely together. But the reality is we now need customers to adopt the solution. We had to take really good care of them. And not only did we now need to be focused on new logo acquisition, but we needed to also understand how we could maximize the existing revenue and every single account that we encountered.
Kharisma Moraski, Head of Global Sales and Emerging Business at ServiceRocket, is an experienced and strategic GTM leader that loves driving revenue growth. She is passionate about women in technology, customers, problem-solving, new team development, emerging technologies, and scaling organizations for success. With more than 18 years of experience in sales and operational leadership across various industries, Kharisma has become a well-known name in the sales leadership world. Her career began as a retention supervisor at one of Capital One’s call centers. It was there she led her first team to success by exceeding client retention while providing excellent customer service. Kharisma is also an MVP member of Modern Sales Pros, the world’s largest community for leaders in sales, operations, enablement, and related disciplines, and was named one of the Top 35 Most Influential Women in Sales in 2018. Those who have worked with her say she understands her book of business, is very good at managing the team through a thoughtful sales process and, most importantly, knows how to coach teams to over-achievement. On this episode of Sales Secrets From The Top 1%, Kharisma explains her top secrets to sales success and how to start implementing them in your career immediately!
ServiceRocket founder and CEO, Rob Castaneda posted a message in our Workplace from Facebook communication tool about books we read. His message was basically this…don’t tell me what you’ve read, show me. I am guilty of telling. Most of the time. But on rare occasional I actually “do” a book. After I read, Allan Dib’s book, "The 1-Page Marketing Plan: Get New Customers, Make More Money And Stand Out From The Crowd,” I took action. immediately I applied his three phase marketing canvas on a few marketing campaigns. I have the Confluence pages to prove it and everything. So, when Allan agreed to join the podcast, I looked up my old marketing plans to have them ready to talk to him about. When I looked them over, I realized that I had actually used this canvas. But there was a conspicuous section of his canvas that I left blank. The “After” section. The “After" section is the part of the canvas that deals with what to do after the sale is made and someone becomes a customer. Wait. Marketing doesn’t deal with customers. That’s what I thought. That’s why I left that section blank. As I prepared for my discussion with Allan, I realized I wanted to talk about the section in his canvas that I left blank. There is so much we can do to help customers after the sale that we ignore. To our peril. More about Allan: His website: https://successwise.com/ His book: https://amzn.to/32UU01H Get on the email list at helpingsells.substack.com
We at ServiceRocket have identified and embraced that being a responsive organization is essential to keep evolving. In this webinar recording, you will learn how moving to Jira Cloud made it easier for us. And to learn more about responsive organizations, go to responsive.org.
If you've been running your Atlassian stack on Server or Data Center, you've probably heard the buzz about migrating to Cloud. But rather than just telling you about the benefits of moving to Cloud — better cost control, easier upgrades, and effortless scale – we want to show you why it's the smart move by walking you through our own experience with the upgrade. That's right, even Atlassian Solution Partners like ServiceRocket have realized the promise of Atlassian Cloud and are leading our customers to sustainable business success through actions, not words. Join ServiceRocket CEO, Rob Castaneda, and other ServiceRocket leaders for a first-hand account of our upgrade to Atlassian Cloud experience and get a better understanding of: The business challenges that led us to Cloud The tipping point that finally made the decision for us How we're planning and deploying our new Atlassian instance How a move to Cloud serves our business now and in the future Plus a bunch of funny and not so funny anecdotes that came out along the way.
Keith Mattes, senior program manager / Gainsight administrator at Pearson, joins Helping Sells Radio to talk about how reduce support case resolution connecting Jira and Salesforce. Along the way, he also broke down silos by connecting development teams with customer support teams. He did this in the face of organizational resistance. As in most organizations, there are barriers to trying new things, especially connecting systems and integrating data across them. On the journey to overcome this resistance, Keith asked a lot of questions, questioned the status quo (politely, we might add), and got Jira and Salesforce connected. There is a lesson here in challenging the status quo with questions...it helped that Keith was new to the teach and could ask the "Huh" and "Why" questions that most people, who have been on a team a long time, can be afraid to ask. But this is how change is done. Keith used ServiceRocket's Connector for Salesforce & Jira to do this, you can learn more about one the Atlassian Marketplace. Learn more about Keith: On Linkedin: https://www.linkedin.com/in/keithmattes/ We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com. Thanks so much for listening! If you like this episode, please subscribe to “Helping Sells Radio" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher Spotify Follow us on Social Media: ServiceRocket YouTube Twitter Facebook Linkedin Instagram Bill Cushard Twitter Linkedin Instagram Tell us what you think of Helping Sells Radio We'd love it if you'd: Write a review where ever you get your podcasts. Tweet us using the hashtag #HelpingSells. Comment below. Thank you for listening to the show. Get on the email list at helpingsells.substack.com
Joanna Thurmann, Atlassian Certified Professional and ServiceRocket technical trainer, joins Nice Work! to recap her Atlassian Summit 2019 experience. We talked about three things. First, we talked about gratitude at work. Shawn Achor gave a keynote talk about happiness and one of the things we can all do at work (one thing we actually have control over at work) is have and/or express gratitude. It is such a simple and powerful idea. Here is a link to Shawn Achor giving a TED talk on this topic: https://www.ted.com/talks/shawn_achor_the_happy_secret_to_better_work?language=en You can see all the Atlassian Summit 2019 Keynote presentation here: https://www.atlassian.com/company/events/summit-us/watch We also talked to Joanna about Atlassian University training offerings at Summit. Joanna taught two pre-conference courses for Jira Project Administration and also delivered mini-education sessions during the conference in these theater sessions. Which were so popular that people were standing in the aisle. It was inspiring to see so many people get certified at Summit. They were very proud to wear their certification hoodies...as they should be. Link to Atlassian Certifications: https://www.atlassian.com/university/certification Even Bill might consider the project administrator and agile certifications. Finally we talked to Joanna about higher purpose and give back. Joanna is passionate about this topic and spend time building homes (among other things, which she talks about) in Tijuana through the Tijuana Ministry. Atlassian participates in the Pledge 1% program as do many of the Summit Sponsors, who proudly displayed their membership on their booth. Joanna was impressed with one of the Summit sponsors, Praecipio, that gave booth visitors a choice to receiving a t-shirt or opting in to have Praecipio donate an equivalent amount of the shirt to a charity. For people who want to give back and have enough t-shirts already, which is a lot of people, this made a positive impression. Link to Tijuana Ministry: http://www.tijuanaministry.org/ Link to Pledge 1%: https://pledge1percent.org/ Tell us what you think of Nice Work! You could: Write a review on iTunes. https://itunes.apple.com/us/podcast/nice-work/id1339886029?mt=2 Tweet us using the hashtag #NiceWork and mention @billcush. Thanks for listening to the show.
In this episode we talk with Bill Cushard - Host of "Helping Sells Radio" and Director of Marketing at ServiceRocket - for our first ever CELab interview! How do you help your customer buy from you? A lot of times we don't help our customers ... we just try to sell to them. In this episode, Bill explains how helping your customers, particularly through education, really sells. We talk about Agile approaches to Marketing - and that includes using Agile Sprints to develop Educational content, building your 5-year roadmap for education, and much, much more! Bill Cushard
In this episode we talk with Bill Cushard – Host of “Helping Sells Radio” and Director of Marketing at ServiceRocket – for our first ever CELab interview! How do you help your customer buy from you? A lot of times we don’t help our customers … we just try to sell to them. In this episode, Bill explains how helping your customers, particularly through education, really sells. We talk about Agile approaches to Marketing – and that includes using Agile Sprints to develop Educational content, building your 5-year roadmap for education, and much, much more! Bill Cushard
We took the Nice Work! Podcast on the road to Atlassian Summit 2019 to talk with ecosystem partners, customers, and conference attendees about their experience at Summit and many other things. In this episode, we talked to Stefan Kleineikenscheidt CEO of K15t about document management in Confluence. Rob and Stefan talked about how ServiceRocket could use K15t’s Document Management product to help with its process documentation journey. Learn more about Stefan: Website: https://www.k15t.com Linkedin; https://www.linkedin.com/in/stefan-kleineikenscheidt-a064161/
On this episode of Nice Work! An Atlassian Ecosystem Podcast, ServiceRocket technical consultant Daniel Weinberg talks about AgileCraft; what the latest Atlassian acquisition means for agile practices, how it fits into the Atlassian ecosystem, how might this improve Atlassian support for scaled agile and who should consider looking into AgileCraft. We also talk about what this means for Jira Portfolio. Have a listen. If you are not yet registered for Atlassian Summit: It might be too late for you to register for Summit, but just in case...get a 20% discount when you use the code TAKE20TEAM619 at registration. Register for Summit: https://www.atlassian.com/company/events/summit Learn more about ServiceRocket: http://atlassian.servicerocket.com Tell us what you think of Nice Work! You could: Write a review on iTunes. https://itunes.apple.com/us/podcast/nice-work/id1339886029?mt=2 Tweet us using the hashtag #NiceWork and mention @billcush. Thanks for listening to the show.
Justin Alex Paramanandan, ServiceRocket technical consultant out of our Sydney office joins Nice Work! to talk about OpsGenie. We talk about what it is, where it fits in the Atlassian toolset and who should consider using it and why. If you are not yet registered for Atlassian Summit: Get a 20% discount when you use the code TAKE20TEAM619 at registration. Register for Summit: https://www.atlassian.com/company/events/summit Learn more about ServiceRocket: http://atlassian.servicerocket.com Tell us what you think of Nice Work! You could: Write a review on iTunes (or where ever you get your podcasts). https://itunes.apple.com/us/podcast/nice-work/id1339886029?mt=2 Tweet us using the hashtag #NiceWork and mention @billcush. Thanks for listening to the show.
On this episode of Nice Work, Foogie Sim, Technical Atlassian Consultant from the ServiceRocket office in London, talked about why customers are switching from ServiceNow to Jira Service Desk and why he talked a marketing team from using Jira Software into using Jira Service Desk. Wait! What? A marketing team using Jira Software. Jira Service Desk? 06:36 - Why customers are switching from ServiceNow to Jira Service Desk 12:53 - When people get hooked on Jira Service Desk 23:00 - Marketing team wanted to use Jira Software and Foogie talked them into using Jira Service Desk 31:39 - Guess what, "Customers" in Jira Service Desk Can Approve Items in the Workflow 34:26 - Converting spreadsheets to Jira issue types If you are going to Atlassian Summit: Check out the following sessions: Matt Doar, Staff Engineer at Linkedin on Data Center Katie Burke, CPO at HubSpot on Confluence If you are not yet registered for Atlassian Summit: Get a 20% discount when you use the code TAKE20TEAM619 at registration. Register for Summit: https://www.atlassian.com/company/events/summit Learn more about ServiceRocket: http://atlassian.servicerocket.com Bill's Book - The Art of Agile Marketing: https://www.amazon.com/Art-Agile-Marketing-Implementing-Confluence/dp/1732462607/ref=sr_1_3?keywords=the+art+of+agile+marketing&qid=1553027700&s=gateway&sr=8-3 Tell us what you think of Nice Work! You could: Write a review on iTunes. https://itunes.apple.com/us/podcast/nice-work/id1339886029?mt=2 Tweet us using the hashtag #NiceWork and mention @billcush. Thanks for listening to the show.
I have to admit, I love having a native mobile app on my phone that makes it easy for me to work on my Jira issues when I'm on the go. The Jira instance I use every day is Server, so there is no mobile app, which isn't such a big deal mostly. I work in the office, sitting in a desk, and frankly, I don't feel a burning desire to work on my projects using my phone. But once Marc Verstaen, founder and CEO of Anaxi introduced me to his mobile app and I connected it to my Jira instance, I found it liberating. The simple fact that I can scroll through my filters, check in on tasks I am working on and also comment and assign, makes me more responsive to my colleagues without feeling like I am sitting down to work. On this episode of Nice Work! we talk to Marc about the interface he is building for Jira (and Github), why he is doing it, and what it means for working more effectively. Yes! Some of you may have noticed that we have not published an episode of Nice Work! since late 2018. I know you have missed it. I have certainly missed talking to so many smart guests about how they use the Atlassian suite to do great things. So, we're bringing it back. We have several cool guests lined up. And we will be on-location at Atlassian Summit 2019 in Las Vegas running episodes of the show from the Expo floor. Please come by the ServiceRocket booth and say hello. If you have not registered for Atlassian Summit yet, I'd like to make that a bit easier for you by giving you a 20% discount. When you register, use the code: TAKE20TEAM619. With this, you get a 20% discount. Here is the link to Summit: https://www.atlassian.com/company/events/summit Register now. Come by and say hello. Maybe we'll interview you on the podcast. Tell your Atlassian story. Learn more about Marc: Anaxi: https://anaxi.com/ On Linkedin: https://www.linkedin.com/in/marcverstaen/ On Twitter: https://twitter.com/verstaen Tell us what you think of Nice Work! You could: Write a review on iTunes. https://itunes.apple.com/us/podcast/nice-work/id1339886029?mt=2 Tweet us using the hashtag #NiceWork and mention @ServiceRocket Comment below. Thanks for listening to the show.
Bill is the author of The Art of Agile Marketing. He joins Kristen to talk about customer education, and shares some practical approaches to building out a client training program.
We talk with Bill Cushard, the author of The Art of Agile Marketing about his experience implementing agile as the marketing director at ServiceRocket. Bill's background is in content marketing but he's gone well beyond that in his current role. He's one of the few marketers that we've spoken with who's been using Jira to manage his marketing team. […] The post The Art of Agile Marketing with Bill Cushard of ServiceRocket appeared first on Agile Marketing Blog - Home of Marketing Agility Podcast.
What would you do, if you could split off a small team of developers and could direct them on changes to the product that customers hound you about every day? This new team, your team, would work in parallel to the product development team, unencumbered by the restrictions of the product roadmap. No more begging the product team to listen to you. No more making the case that this customer is special and this feature is important. No more explaining to customers, "I promise, I'll pass that along to our product team." What if you could make those changes happen? What if you could be a true voice of the customer? This is what Mel Bilge, customer experience led at Learndot by ServiceRocket can do. Jealous? In disbelief? Well, we talk to her about how it works, why she did it, and why Mel thinks this could be the future of the product / customer experience mashup. Learn more about Mel: Linkedin: https://www.linkedin.com/in/melihabilge/ Get on the email list at helpingsells.substack.com
Zach Boerner is a senior technical consultant at ServiceRocket. He joins Nice Work! to talk about Jira Portfolio and how to use it right. Lacey asked the right question, "How long does it take to see Jira Portfolio's real value?" Zach's answer was comforting and frightening. "If you are doing everything right, your return on investment in Jira Portfolio is instantaneous," says Zach. Doing everything right means you have a well-groomed backlog and your stories are estimated out for a reasonable amount of time. In other words, your data has to be good. Of course. If you get that part right, then Jira Portfolio will show you where your work stands. Zach explains that you will know 1) we have a full year of work for this team ahead of us, and we are in big trouble with our current deadlines; OR 2) our backlog ends in only three months and then what are we going to work on. In either case, we can use the output from Jira Portfolio to make decisions, ask for resources, or let the business know they can make that new product announcement at the conference in the spring. This is the kind of visibility into our projects most companies would love to have. Zach helps us get our mind straight about what we need to have in place for us to realize the value of it. Learn more about Zach: Linkedin: https://www.linkedin.com/in/zacharyboerner/ ServiceRocket: http://atlassian.servicerocket.com Connect with your host, Lacey Carlyle: Linkedin: https://www.linkedin.com/in/lacey-carlyle/ All other social media @LaceyTalksTech
This password thing is getting out of hand. Christian Reichert, co-founder and CEO of re:solution, had enough. He simply got tired of entering his passwords over and over. And remembering all those passwords. And becoming one with the "forgot password" feature. He went to the Atlassian Marketplace and did not find a solution. So he did something about it. A created a single sign-on product for the Atlassian Suite. He came all the way from Berlin to spend that day with us at ServiceRocket to tell us all about it. While he was here, we got him into the Nice Work! studio so we could share part of our discussion with you. Learn more about Christian Reichert and re:solution: Christian's company re:Solution: http://www.resolution.de Christian on Linkedin: https://www.linkedin.com/in/christianreichert/
You are a Jira administrator. Colleagues come to you for help setting up their projects, their issue types, their workflows, and maybe even their permission schemes. Here's the thing. Your colleagues know what they want AND they don't know what they want. They know they want an issue type that matches how they work. They don't know that of they over-customize it, it will eventually go unused. One of the skills you need to hone, as a Jira Administrator, is listening skills. It is a required micro skill and one that will help you give your colleagues the Jira that they want. In this episode of Nice Work! Alyssa Ross, technical consultant at ServiceRocket, shares with Lacey why she runs an active listening workshop and why you should design more specific exercises for active listening in your meetings with colleagues. Learn more about Alyssa: Alyssa on Linkedin: https://www.linkedin.com/in/alyssa-ross-6891b7a1/
Rob Castaneda, founder and CEO of ServiceRocket, told Lacey Carlyle that he started scheduling time on the executive team's calendar before and after the core meeting. He almost breezed by it. Lacey didn't let him. Thank goodness. Because the idea is quit smart and practical. Exec meetings are usually long, and execs don't exactly have a lot of time, so blocking off more time on people's calendar seems counterintuitive. Until you see the the behavior. During the 30 minutes of blocked calendar time before the meeting, people come into the meeting room and start preparing for the meeting. Updating reports and responding to action items from the prior meeting. This makes for a much more productive meeting. Participants prep before the meeting and not during the first 30 minutes of the meeting, while they are not talking, and not paying attention to the meeting. In other words, not being present in the meeting. This pre-meeting blocked time allows people to be present during the meeting because they are prepped.
Joining to talk about the importance of process and metrics to a company is Erin Rand, the Chief Operating Officer at ServiceRocket, a company that provides exceptional training, support and utilization solutions for the world’s most innovative software technologies. As a process and analytical person herself, Erin discusses the workarounds of the company – from … The post Ep. 15 – ServiceRocket COO, Erin Rand appeared first on COO Alliance.
One way James Dellow gains a deep understanding of how business users create or consume documents and collaborative content, he like to gain first-hand experience. In one case, working with a mining client who was evaluating Atlassian's Confluence, he went into the mine to gain some insight about how his client might use Confluence.
If you don't know Rachel Wright, you are missing out on the full Jira administration experience. Wright is the author of the must-read Jira Strategy Admin Workbook, she is a certified Jira Administrator, and we believe she coined the term "drain the Jira swamp" to help save you from the epidemic of over-customized Jira instances.
Anthony Morelli, director of product management at Lucid Software joins Nice Work to explain why you should use user flow diagrams for communicating way more than you do. If a picture is worth a thousand words and a video is worth a million, then a user flow diagram might be worth a gazillion words.
Michael Libman is a Salesforce Developer and Apex Specialist from Reier Group Solutions. He ran into Lacey at the Atlassian booth at Dreamforce and mayhem ensued. Michael talks to us about why he loves the Atlassian tools and why the most caring gift you can give a friend at work is a shared Jira Dashboard.
Matt Doar, co-author of the O'Reilly book, Practical Jira Administration, and Jira puzzle master, joins this episode of Nice Work to help us understand the pitfalls and best ways to govern a large Jira instance. Lacey also gets Matt to explain why we need a massive overhaul of the education system to teach people how to report a problem.
What do you get when you cross a certified scrum master and an Atlassian certified professional in agile development with Jira Software? Tracy Walton. That's who.
On this episode of Nice Work, Lacey talks with Scott Middleton, founder and CEO of Stratejos, an AI, bot app for Jira, about the role of bots and AI in Jira, and how it can help make teams more effective. Yes. The bot apparently can tell you if you are about to run over on your sprint.
On this episode of Nice Work, Mikey Schott, manager of enterprise service at ServiceRocket talks about how two teams can work in one backlog and make every thing alright. It seems like a strange scenario, but Mikey describes why two different teams would want to work out of one backlog, what types of work requires this, and how this backlog might be set up. Host Lacey Carlyle gets down into the weeds with Mikey about the setup.
Nice Work! An Atlassian Ecosystem Podcast features technologists, business experts, and other interesting leaders, thinkers, and voices in the Atlassian Ecosystem. The show is about the innovative and collaborative work people do using the wide variety of tools in the Atlassian Suite. This podcast is produced by ServiceRocket Media, a division of ServiceRocket, a Silicon Valley-based software adoption company. Episodes are published roughly weekly. Sometimes more often than that. In this inaugural episode, Lacey Carlyle and Bill Cushard talk about what Nice Work! is about, the types of guests we have planned, and why the Atlassian Ecosystem needs this podcast.
What if your customers and employees could record a video explaining the trouble they are having so you can see exactly what they mean when they say, "This thing isn't working." Would you like that? And what if they could do this right from the browser in Jira Service Desk? In this episode of Nice Work, we are joined by Ryan Kennedy of Kickdrumtech and Mike Varpness of Hyfy to talk about using Jira Service Desk and video to provide better service to customers.
Nick Muldoon, founder of Easy Agile and Teagan Harbridge, who runs marketing at Easy Agile, join Nice Work to talk about making it easier to balance the long and the short view in agile, which is not always that easy with you are constantly heads down sprint after sprint after sprint. And do you know what a vivid vision is? Nick explains. We are fascinated.
Greg Warner, Senior Technical Consultant at ServiceRocket, joins Helping Sells Radio to discuss how he helps customers avoid hurting themselves in their software projects. Or as Greg puts it, "Stopping them from running down the hallway with scissors." Greg also talks about how he helped a manager see his grandkids for the first time in months by helping him set up his work processes in Jira. Now that's an outcome. Get on the email list at helpingsells.substack.com
Sarah Brown is a growth catalyst for B2B tech companies. She co-hosts Helping Sells Radio podcast, a technology podcast focused on helping customers discover, adopt and thrive using your software, and is the Director of Marketing at ServiceRocket, which helps fast-growing software companies help their customers get the most out of their software through training, implementation, and support. At ServiceRocket, Sarah drives customer acquisition and foster customer growth throughout the lifecycle through digital channels. She oversees customer marketing, social media, public relations, communications and recruitment marketing for the company. She is on the partnership team for Workplace by Facebook, contributing to ServiceRocket's partner strategy and content and enabling companies to implement, adopt and get the most out of Workplace. Sarah launched and currently co-hosts ServiceRocket's Helping Sells Radio podcast, which made the iTunes "New and Notable” and "What’s Hot” lists in the Technology category in 2016. In 2014, Sarah founded Flatirons Tech, a diversity- and inclusion-focused tech meetup based in Boulder, CO. Flatirons Tech works with local startups and organizations to put on events that promote inclusion in tech throughout the Front Range and beyond. Sarah currently sits on the National Center For Women & Information Technology (NCWIT) Affinity Group Alliance (AGA) representing Flatirons Tech. In 2015, Sarah created and executed the marketing strategies for three self-funded B2B SaaS startups that were each rapidly acquired that same year. In 2016, she received ServiceRocket's "Share The Knowledge" Award. In 2016, she was also named to Amity's "Customer Success A-List" and included in Search Engine Journal's list of 100 Amazing Women Marketers to Follow on Twitter. In May 2015, May 2016 and again in April 2017, Sarah received the Top 100 Customer Success Influencer award from MindTouch. In July 2017, she was named a Top 75 SaaS Influencer by Tenfold. Listen and Learn: How to increase revenue in today's subscription-based economy The importance of customer experience in the B2B Industries Why the top of the funnel is an investment TO LEARN MORE ABOUT SERVICEROCKET CLICK HERE. TO FIND SARAH ON LINKEDIN, CLICK HERE.
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Rob Castaneda (CEO, ServiceRocket)to discuss the importance of customer training in customer success initiatives, why you need to implement a cross-functional training program and how cutting-edge technologies are transforming the future of customer training.
In this special episode of Helping Sells Radio, ServiceRocket Founder and CEO Rob Castaneda gives a talk at the 2017 Business of Customer Education Conference (BOCE) about how to use eduction to proactively help customers. ServiceRocket co-located its BOCE Conference at the Gainsight Pulse Customer Success Conference as a track dedicated to helping software professionals help their customers learn their software and achieve business outcomes. Get on the email list at helpingsells.substack.com
Webinars. So many companies do them, few do them well. Mindtouch has found a winning formula in their Influencer program. Hsin-Ju Chuang discusses webinars and other influencer outreach on today's show. If you enjoy SaaS Insider, please rate us. About Hsin-Ju Chuang Spearheaded the creation of Mindtouch's influencer channel. Purpose is to promote brand awareness, build partnerships, and generate co-branded, co-promoted content with other companies in the space to drive sales. What she does is reach out to executives - Directors, VPs, C-Level, at companies in Mindtouch's space like Zuora, WalkMe, Zendesk, Influitive, ServiceRocket, Gainsight, etc - and get them to commit to a thought leadership interview with her CEO. She builds out the campaigns, coordinates the co-promotion efforts between MindTouch and the influencer’s marketing team, run the webinar show, and create more partnership & lead generation opportunities. About Shira Abel Shira Abel is the CEO and Lead Strategist at Hunter & Bard (http://www.hunterandbard.com), an inbound marketing and branding agency. She is also Acting CMO of Cyara. Clients include: Totango, Cyara, Sarine Technologies, Pushbullet, AXA Tech, CloudEndure, AppsGeyser, Pitango VC, Chipolo, Allianz, and more. Creator and host of the SaaS Insider podcast. Creator of the Behavior Engineering Canvas. Mentor at 500 Startups. Former professor of Marketing for Startups at Tel Aviv-Jaffa Academic College. MBA from Kellogg School of Management. Loves family time, cooking, and travelling. Hates writing about herself in the third person. She lives in Silicon Valley with her husband, tween sons and a very large Great Pyrenees. If you would like to be interviewed on SaaS Insider - please contact Shira at the URL above.
On today's show we're joined by ServiceRocket Chief Operating Officer Erin Rand. Erin discusses scaling tech companies, leading with people and process and how to build a more inclusive company. Get on the email list at helpingsells.substack.com
ServiceRocket Founder and CEO Rob Castaneda joins Helping Sells Radio to talk about software adoption, the future of learning, and why it took us so long to get him on the show. Get on the email list at helpingsells.substack.com
Joining Helping Sells Radio is Matt Doar, Chief Toolsmith at ServiceRocket and author of the O'Reilly book Practical JIRA Administration. Sarah and Bill talked to Matt about why he considered laziness as a means for driving him to write books, how technical consulting is more about helping people than it is about configuring tools, and the great big question, "What should schools be teaching that they're not?" Get on the email list at helpingsells.substack.com
Bill Cushard from ServiceRocket joins us to explain what makes for great customer training, what Cloudera and Hubspot are doing right, dealing with hecklers, and whether training is ever a "bad word".
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