Shows
Helping Sells Radio339 Bill Cushard Customer education as strategy to enable customers, grow customers, win customers, and create marketsIn 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/co...2022-03-011h 00
Helping Sells Radio337 Bill Cushard How to build your SaaS customer education annual planIn 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...2022-02-251h 02
Helping Sells Radio334 Mel Bilge Negotiating the renewal - Part 2This 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ 2022-02-1449 min
Helping Sells Radio333 Mel Bilge - Negotiating the renewal - Part 1This 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ 2022-02-1434 min
Helping Sells Radio332 Mel Bilge - Customer Advisory BoardsMel 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpin...2022-02-1156 min
Helping Sells Radio331 Mel Bilge On Documenting Customer Success ProcessesMel 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ This is a public episode. If you would like to discuss this with other subscribers or get access to bo...2022-02-0956 min
Helping Sells Radio329 Mel Bilge In a QBR, sometimes you just say, "Tell us what we don't know?" and let the customer spill the beansMel 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2022-02-0444 min
Helping Sells Radio328 Mel Bilge Net revenue retention (NRR) is our north starMel 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2022-01-3126 min
Helping Sells Radio326 Mel Bilge on account ownershipMel 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2022-01-2648 min
Helping Sells Radio325 Mel Bilge Choosing a high touch customer success engagement modelMel 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/servicerocket* On Facebook: https://www.facebook.com/ServiceRocket/* On Instagram: https://www.instagram.com/servicerocket/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episod...2022-01-2436 min
Helping Sells Radio323 The Business Model Innovation of Customer SuccessThis article originally appeared on the Customer Success Leadership Network blog. We are thinking about customer success all wrong. We think it’s a function. A department. A post-sales team. The enlightened among us think customer success is a philosophy or even an organizational design principle. That’s better, but still not quite right. I mean, what am I supposed to do with “customer success is a philosophy?” I have no idea. After spending two and a half years running a SaaS business as a general manager with P&L ownership, I have come to this realization in my th...2022-01-1917 min
Helping Sells Radio321 Kay Formanek Beyond D&I and the quest for customer congruenceKay Formanek is the founder and CEO of Diversity and Performance, a company that develops conscious diversity leaders. She was managing director for 25 years at Accenture (though I did not meet Kay then, we shared time at Accenture) where she contributed to the agenda of diversity and inclusion and talent development. Kay’s expertise is in the neuroscience of unconscious bias and how to mitigate unconscious bias within an organization and within its leadership ranks. She collaborates with leading institutions and business schools like INSEAD and has spoken at forums regularly including TEDx.Kay is also the au...2021-12-1055 min
Helping Sells Radio309 Emergency Podcast: Dave Jackson and Bill Cushard Debate the ultimate measure of customers' successDave Jackson picked a fight. He said NRR was not a measure of customers' success. In fact, he capitalized NOT. I say NRR is the ULTIMATE measure of customers' success. He posted this message on Linkedin (see link below) and mentioned me (among other experts including Dave Duke, Ross Fulton, Nick Mehta, and Kristi Faltorusso).I responded the only way I know how...to have a debate on the podcast. So here it is. The question is: "What is the ultimate measure of customers' success?" More about Dave: * His book, Customer-led growth: CEO's...2021-11-081h 00
The Ripple Effect Podcast with Steve HarperRippling With Sales Expert And Podcaster Bill CushardSteve and Bill engage in an enlightening conversation about selling and what it takes to be really good at it. Bill Cushard has an incredible podcast called "Helping Sells Radio". Steve has been a fan of for a long time. To learn more about Bill: https://www.billcushard.com/ To learn more about his Podcast: https://podcasts.apple.com/us/podcast/helping-sells-radio/id10807133332021-10-0147 min
Helping Sells Radio292 Bill Cushard Be a customer whispererI put two and two together this week to hopefully come up with five. This is an episode about the fourth habit of highly effective people: seek first to understand, then be understood. This idea is based on my podcast appearance with Kristen Hayer on Transforming Experiences in Customer Success and from a recent The Heretic Newsletter edition on listening. Or lack thereof. Something for me to think about this weekend. This is a public episode. If you would like to discuss this with other subscribers or get access to...2021-09-0409 min
Connecting the Dots26 Kirsty Roper Customer success marketing is how customers learn Redgate SoftwareIn this episode, we talk to Kirsty Roper, content delivery coordinator at Redgate Software. Connect with Kirsty on Linkedin.Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-07-0947 min
Helping Sells Radio275 David Duncan If you want to understand customers, think like a detectiveDavid Duncan is a managing director at Innosight, where he works with leaders to create customer-centric teams, strategies, and organizations. David is a featured speaker and author on customer-centricity, innovation, and growth. He is the coauthor of two previous books, including the Wall Street Journal bestseller “Competing against luck: The story of innovation and customer choice, written with the late Harvard Business School professor Clayton Christensen. A leading authority on the theory and application of jobs to be done, David has extensive experience conducting market investigations around the world.He just published a new book called, "The Se...2021-06-2555 minConnecting the Dots25 Michele Wiedemer on the process of creating video tutorialsIn this episode, we talk to Michele Wiedemer, manager of customer education at Snyk, about her process for creating video tutorials. Connect with Michele on Linkedin.Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-06-2150 min
Helping Sells Radio273 Bill Cushard How to take customer success from defense to offenseIn this episode, Bill Cushard talks about the difference between defensive customer success and offensive customer success; and how to move from one to the other. Most software companies probably engage in defensive customers success, which is designed to retain customers. High-performing software companies engage in offensive customer success and grow customers. The question Bill addresses is how to move from being defensive to being offensive. Two ways: Step 1: Start measuring net revenue retention (NRR).Step 2: Redesign the company business model so that value propositions on the business model canvas align to the...2021-06-1124 minConnecting the Dots24 Donna Webinar Onboarding is not implementationIn this episode, we talk to Donna Weber, author of Onboarding matters: How successful companies transform new customers into loyal champions.Connect with Donna at her websiteGet Donna’s bookArticle 1 Donna talked about: Onboarding ≠ ImplementationArticle 2 Donna talked about: Whoever Understands The Customer Best WinsArticle 3 Donna talked about: You Don't Want Happy CustomersMel on LinkedinBill on LinkedinContact us at Learndot.com2021-06-1048 minConnecting the Dots23 Malachi Hopoate Running a one-person customer education teamIn this episode, we talk to Malachi Hopoate, customer education manager at Awardco about running a one-person customer education team. Connect with Malachi on Linkedin.Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-05-3152 min
The Launch StationS01 Ep. 10: Customer Education - The Missing Link in Onboarding Success - Bill Cushard, ServiceRocketIn 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...2021-04-3056 minConnecting the Dots22 Alex Matheson Video production in customer educationIn this episode, we talk to Alex Matheson, manager of customer education at Code42 about video production in customer education. Connect with Alex on Linkedin.Check out Alex's bloopers on a recent Linkedin post.Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-04-2752 minConnecting the Dots21 Bear Shelton Customer education at LucidIn this episode, we talk to Bear Shelton, manager of customer education at Lucid. Connect with Bear on Linkedin.Lucid education resources.Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-04-2057 minConnecting the Dots20 Melissa VanPelt Driving ROI with customer education at SeismicIn this episode, we talk to Melissa VanPelt, vice president of global education & advocacy at Seismic.Connect with Melissa on Linkedin.That Seismic University press release we talked about. Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-04-0548 minConnecting the Dots19 Customer education maturity model REDUX [Webinar recording]This is a webinar recording describing updated to our customer education maturity model. We call it a redux. First launched in 2014, we felt this was long over due for an update. You can get the video recording hereMel on LinkedinBill on LinkedinContact us at Learndot.com2021-04-0158 minConnecting the Dots18 Stephanie Pellegrino Customer education at Gong.ioIn this episode, we talk to Stephanie Pellegrino, head of customer education and training at Gong.io. Connect with Stephanie on LinkedinMel on LinkedinBill on LinkedinContact us at Learndot.com2021-03-2947 minConnecting the Dots17 User groups in a COVID worldMel and Bill talk about user groups in a COVID world. We started a user group. Are software companies doing user groups anymore? Why/Why not? Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-03-2533 minConnecting the Dots16 Mike Dowsey of CEdMA on the Certified Technical Training Manager Program (CTTM)In this episode, we talk to Mikey Dowsey from the Customer Education Management Association (CEdMA) on the new Certified Technical Training Manager Program (CTTM).Learn more about CEdMAThe CEdMA book: Technical Training ManagementThe Certified Technical Training Manager Program (CTTM)Video describing the CTTMConnect with Mike on LinkedinMel on LinkedinBill on LinkedinContact us at Learndot.com2021-03-2251 minConnecting the Dots15 Training credits in customer educationMel and Bill talk about training credits. The why, what, and how. Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-03-1834 minConnecting the Dots14 Jarin Schmidt from Credly on digital badgingIn this episode, we talk to Jarin Schmidt, chief experience officer at Credly about digital badging in customer education Learn more about Credly. Connect with Jarin on LinkedinMel on LinkedinBill on LinkedinContact us at Learndot.com2021-03-1548 minConnecting the Dots13 Lee Berkman from Cloudshare on virtual labs in customer educationIn this episode, we talk to Lee Berkman about how Cloudshare integrates with LMSs like Learndot to spin up virtual environments automatically as part of hands on customer training offerings.Learn more about CloudshareConnect with Lee on LinkedinMel on LinkedinBill on LinkedinContact us at Learndot.com2021-03-0854 minConnecting the Dots12 Holly MacDonald Value proposition design and customer training [Webinar Recording]This episode is a recording of a webinar we did with Holly MacDonald of Spark + Co. It is a follow up to episode 11 about how to take a product management approach to customer education. Value proposition design and game thinking and empathy.Holly is an Articulate HeroMel on LinkedinBill on LinkedinContact us at Learndot.com2021-02-231h 05Connecting the Dots11 Holly MacDonald A product approach to customer educationIn this episode, we talk to Holly MacDonald of Spark + Co, about how to take a product management approach to customer education. Value proposition design and game thinking and empathy.Holly is an Articulate HeroMel on LinkedinBill on LinkedinContact us at Learndot.com2021-02-2157 minConnecting the Dots10 Negotiating the renewal - Part 2This 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. Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-02-1646 minConnecting the Dots09 Negotiating the renewal - Part 1This 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. Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-02-1330 minConnecting the Dots07 Customer advisory boardsMel and Bill talk about customer advisory boards (CABs). Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-02-1052 minConnecting the Dots08 Grow software companies with customer education [Webinar recording]This is a webinar recording describing how software companies can use customer education to grow the company. To treat customer education as a growth driver just like marketing or sales or customer success. Mel on LinkedinBill on LinkedinContact us at Learndot.com2021-02-1056 min
Helping Sells Radio249 Colin Bryar Start with what’s possible the Amazon wayColin Bryar owned the P&L for Amazon Associates (affliiant links) and the Amazon Product API (the first commercial amazon SDK that allowed developers to build applications on Amazon. He left as VP and the COO for IMDB.com, subsidiary of Amazon.comHe is now an advisor, co founder of Working Backwards with Bill Carr and Co-Author of the book Working Backwards: Insights, Stories, and Secrets from Inside Amazon.Learn more about Colin at Working Backwards. This is a public episode. If you would like to discuss this with ot...2021-02-0951 min
Helping Sells Radio248 Bill Carr Working backwards is the Amazon wayBill Carr is a former 15 year Amazon veteran who was the founder and world wide leader of Amazon Prime Video, Amazon Studios, and Amazon Music. He is now an advisor and speaker and author of the new book, Working Backwards: Insights, Stories, and Secrets from Inside Amazon, which is out now. We talked about what it was really like to build and work the Amazon way. We also went pretty deep into all those well-know Amazon work processes that made Amazon so successful, and what the rest of us can learn and apply in our companies. ...2021-02-0947 minConnecting the Dots06 Throw out the budget. Learn to forecast [Webinar Recording]Normally, Mel Bilge and Bill Cushard are both on the podcast, but this episode is something different. It is a recording of a webinar we did on Wednesday, November 18, 2020. The title is How to create your 2021 education services plan. Here is a link to get the video recording.Here is the link to the slides.Subscribe on your favorite podcast app.Follow us on:Learndot on LinkedinThe Learndot BlogMel on LinkedinBill on Linkedin2020-11-1958 minConnecting the Dots05 Defining and documenting the customer success processMel Bilge and Bill Cushard discuss defining and documenting the customer success processSubscribe on your favorite podcast app.Follow us on:Learndot on LinkedinThe Learndot BlogMel on LinkedinBill on Linkedin2020-10-2952 minConnecting the Dots01 High Touch Customer SuccessMel 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. Subscribe on your favorite podcast app.Follow us on:LinkedinThe Learndot Blog2020-10-1741 minConnecting the Dots02 Account OwnershipMel Bilge and Bill Cushard discuss the importance of account ownership in SaaS customer success. Subscribe on your favorite podcast app.Follow us on:LinkedinThe Learndot Blog2020-10-1745 minConnecting the Dots04 Quarterly Business Reviews (QBRs)Mel Bilge and Bill Cushard discuss implementing quarterly business reviews.Subscribe on your favorite podcast app.Follow us on:LinkedinThe Learndot Blog2020-10-1741 minConnecting the Dots03 Net Revenue RetentionMel Bilge and Bill Cushard discuss why net revenue retention is a growth metric. Subscribe on your favorite podcast app.Follow us on:LinkedinThe Learndot Blog2020-10-1724 min
Helping Sells Radio197 Nils Vinje To lead: Operate at a framework levelIf there is one thing I know about leadership and working and career is that when you interact with the CEO, or anyone on the c-suite, you need to minimize your time and maximize your impact. More practically speaking, you need to be the one who says, “I gotta run.” And then walk away. “Well that seems counter-intuitive,” you say. “How can I maximize my impact, when I spend the least amount of time possible with the CEO?” Easy. The shorter your interactions, the more interactions you will have. “What?!” That’s right. 2020-09-011h 00
Helping Sells Radio190 Alice Heiman If everyone owns the customer, no one owns the customer“Imagine a world in which people couldn’t wait to talk to a salesperson.” If all sales people were trained by Alice Heiman, that world just might exist. The moment I read this passage from Alice’s blog, Customers for Life: The Art of Keeping your best customers for life, I knew I had to get her on the show: Traditionally it was the salesperson’s job to land new accounts and keep them. Today, most organizations have separated the jobs and have salespeople looking for new business and account managers working with existing accounts to grow them...2020-07-1743 min
Helping Sells Radio189 Skip the Budget, Learn to Forecast with Megan Macaluso | Podstorm #2Welcome to a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it. In this podstorm Megan Macaluso, VP of customer success and operations at ESG is BACK. And we are going to continue with our theme of ranting about work...and this episode: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except That We Blame Others for Doing It. Because Of...2020-07-111h 00
Helping Sells Radio188 Megan Macaluso Product Adoption is a Fool’s Errand | Helping Sells Podstorm #1This is a special episode of Helping Sells Radio. Actually, It’s an experiment. The experiment is a series of episodes we’re going to call a Podstorm. Hat tip to Christopher Lochhead for “inventing” the term podstorm and giving us the idea to try it. Our first podstorm is with Megan Macaluso, VP of customer success and operations at ESG. The name of this episode is called: “Things That Drive Us Nuts at Work, But We Still Do Anyway. Except That We Blame Others for Doing It. Because Of Course We Don’t Do These Things. Other People...2020-06-121h 00
Helping Sells Radio187 Rohit Bhargava Being Proactive is Not Being Quickly ReactiveIf customer success is about being proactive and helping customers achieve outcomes and challenging customers to do their jobs better, then Rohit Bhargava’s book, Non-obvious Megatrends: How to See What Others Miss and Predict the Future, is the greatest customer success book of all time. I don’t say that lightly. I say that because Rohit’s book lays out precisely how to help customers in a more proactive and valuable way than you might be used to. It goes way beyond the usual "help customers use our software better so they can do their job and achieve their goals...2020-06-1245 min
Helping Sells Radio186 Jason Bradshaw How to Execute and Measure the Customer ExperienceAs Jason Bradshaw describes in his book, It’s all about CEX! The Essential Guide to Customer and Employee Experience, in 1994 customer service was the differentiator. In the early 2000s it was engagement. Today is all about customer experience management. Sounds good. Here’s the problem. Customer experience is one of those terms that sounds good, everyone knows it’s important, but no one really knows how to define it. It’s too vague.In his book, Jason gives us an excellent framework for measuring customer experience that I understand. A...2020-06-0551 min
Helping Sells Radio185 Nicole Dwyer The Accounts Receivable Team That Asks, "What’s the Customer Story" WinsI bet you’ve never connected the dots that accounts receivable is a business process that is so tightly connected with customer success. I don’t think I’ve ever thought about that. Sure, we know that collecting money on invoices is important, and we know cash flow is what makes our companies run and what makes the payroll happen. But don’t most of us think that invoices just go about and customers mostly just pay them? Be honest. I promise, after you listen to this discussion with YayPay chief product officer, Nicole Dwyer, you will ha...2020-05-3046 min
Helping Sells Radio184 John Bertino When You’re a Generalist, No One Knows How to Refer You"Why don’t they just say no,” say customer success managers of sales executives who close deals with customers who do not fit the ideal customer profile. Now the customer success manager has to deal with customers who have expectations that do not fit with what the product or service actually does well. We have just gotten off on the wrong foot, and this situation is not good for anyone. That customer, during the on-boarding process, is already expressing disappointment and is evening thinking about not renewing. On day one. Of course our churn r...2020-05-2346 min
Helping Sells Radio183 Neil Sahota Finally! Someone Talks About AI in a Language I UnderstandI work in technology. You might say I work on the forefront of some. But I must admit, when I hear someone lead a conversation with the statement, “We need an AI strategy,” my spidey-senses start to fire. Danger. Danger. Danger. I don’t just mean AI. The statement could be any of the following… We need a machine learning strategy. We need a big data strategy. Let’s hire a data scientist. We need podcast strategy. When you hear someone in your company talking like this, you can sound like...2020-05-1642 min
Helping Sells Radio182 Matt Barnett Says "Automate Processes, Not Relationships"Sales is changing. 90% of people won’t pick up a cold call and 53% prefer researching online. This doesn’t make things easy on the sales executive who is trying to help prospects make improvements in their businesses. How are sales execs supposed to communicate with prospects if no one is picking up the phone? Matt Barnett, CEO of Bonjoro, says asynchronous video is the answer. He created his company to help sales people communicate authentically with prospects. It seems to be working. According to SalesLoft, sales teams that use video have 20% higher close rates AND 30% highe...2020-05-0838 min
Helping Sells Radio181 Four Things I Learned About UX Design from Sam HorodezkyAs Sam Horodezky so eloquently puts it: if you ask people if they would except anything less than the best user experience design, most people would probably say “No! I won’t.” But few of those same people are willing to do what is necessary to create the best user experience design. And that is how we started this episode. Loyal listeners of Helping Sells Radio know that I am not a designer. Far from it. I don’t understand it, and I could not recognize it if I saw it. Basically, I am not rea...2020-05-0247 min
Helping Sells Radio180 Garrett Mehrguth Make Your Customer the Star of the ShowShould you target the decision-maker or the champion? I bet most of you would say, “Target the decision-maker. They sign the check, after all.” Not so fast, advises Garrett Mehrguth, CEO and co-founder of Directive, a performance marketing company for SaaS brands. Think about how a decision-maker (the boss) makes decisions. They say the manager (the champion) who reports to them, “Let’s look into some options for this product. Go do some research, pick your favorite two or three, and I’ll help make a decision on those.” The decision-make is not doing the research. The c...2020-04-2745 min
Helping Sells Radio179 Emily McGuire Stop Sending Email NewslettersOK. I get that you want to nurture your leads, but is your email newsletter really helping your audience? Or are you just trying to stuff as much information into that email as you can. Be honest. We’ve all done it. Added more topics to the newsletter to make it more informational. And just when you think you're done, the VP says, “Before you send the newsletter, add a blurb about the new professional services offering.” Good grief. The newsletter is no longer about your audience. It’s about you. Emily...2020-04-1740 min
Helping Sells Radio178 Amy Bucher Behavior Change Design Helps Customers Achieve THEIR GoalsHow do you get your customers to use your software? To execute that onboarding plan? To implement the plan from your last QBR? Amy Bucher, author of "Engaged: Designing for Behavior Change," might be able to help. With the right design approach that is based on marrying psychology and design, you can help customers change their behavior. This is what behavior change design is all about. You discover what your customers value and help them realize that. It’s not easy. But there is a method. More about Amy: Her book: https://rosenfeldmedia.com/books/engaged-designing-for-behavior-change/ Her website: https://www.amybucher...2020-04-1047 min
Helping Sells Radio177 Jim Kalbach Jobs-To-Be-Done is About Going Beyond the ProductMaybe it’s not the only way to look at the jobs-to-be-done framework, but it might be the most clarifying way. Jim Kalbach, author of "The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs” suggests you look at it this way…when studying a customer’s job, ask yourself, “How would this job get done 50 years ago?” The point of this question is the remove the notion that current technology and knowledge does not exist and helps the product manager think about the job without the constraints of modernity. It helps the product look at the essenc...2020-04-0435 min
Helping Sells Radio176 Michael Pollack Went Beyond His Product to Help a Customer Develop a New OfferingMaybe I am spoiling the end, but I can’t help myself. Michael Pollack, co-founder of Intricately, tells a story about how his team…using the data his product helps customers collect and used, helped his customer see a new opportunity, develop a new offering, and take to market. This is not even necessarily what his product helps customers do. His team went above and beyond the strict purpose of the product to help his customer achieve an outcome larger than their relationship required. There could not be a better manifestation of Helping Sells Radio. It takes Heidi Gardner’s (Ep 110). “...2020-03-2843 min
Helping Sells Radio175 Rob Markey The New Customer MetricsRob Markey, Bain & Co partner, author of "The Ultimate Question 2.0," and co-creator of the Net Promoter System (NPS) has a new Harvard Business Review article out. It’s called, “Are you undervaluing your customers?” I think this is the right question to ask. After all, the purpose of a business is to create and keep customers, says Peter Drucker. Yet, too often we get caught up in other pursuits…bookings, billings, revenue, earnings per share, churn, health scores, comp plans, reorgs, endless arguments over who owns the customer experience. I could go on, but I will spare you. This is not a dig. It...2020-03-2152 min
Helping Sells Radio174 Michael Tuso What Does a Director of Revenue Management Do? Help CustomersYou might think the best way to respond to a customer or prospect’s description of a problem they want to solve is to explain or demonstrate how your product can help them solve that problem. After all, you product was designed to solve that problem, right? The problem is that leaping to a product solution might be an act of ignoring what your prospect or customer is really saying. Michael Tuso, director of revenue management at Chili Piper joins the podcast to talk about how revenue management is really about helping customers. Of course it is also about looking for w...2020-03-1444 min
Helping Sells Radio173 Allan Dib Marketing Doesn’t Deal with Customer. WRONG.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. ...2020-03-0645 min
Helping Sells Radio172 Maranda Dziekonski The Customer Success Career MatrixWhat choice would you make? Hire someone with customer success experience but not industry experience. Hire someone with industry experience but no customer success experience. Or hire someone with neither. Of course, you’d hire someone with both. Or would you. Can you see the career matrix unfolding right here in front of you? We talk about this very trade off with Maranda Dziekonski, VP of customer success at Swiftly, board member of the Customer Success Leadership Network (CSLN), top 100 customer success influencer, and new advisor to the University of San Francisco MBA program. More about Maranda: Her website: https://littl...2020-02-2836 min
Helping Sells Radio171 Kellie Lucas The Customer Success PioneerThere are so many nuggets in Kellie Lucas’s book, “The Customer Success Pioneer: The First 12 Months of Your Journey to Growth.” I didn’t know where to start. So I just made a list of things from her book that I wanted to talk about. The list looked something like this… You wrote this at the beginning: "This book will walk you through the first months of establishing a customer success function and philosophy which works in alignment with the rest of your organization’s teams to maximize your revenue growth engine …… your customer portfolio." We put customer success in because a VC told...2020-02-2145 min
Helping Sells Radio170 Jennifer Chiang Startup Guide to Customer SuccessJennifer Chiang and I just geeked out on customer success. Jennifer is director of customer success at Yup and just published a book called, "The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.” So, of course that’s what we did. More about Jennifer: Her book: guidetocustomersuccess.com On Linkedin: https://www.linkedin.com/in/jennifer-chiang/ This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2020-02-1442 min
Helping Sells Radio169 Michael Metts and Andy Welfle Give Users Clarity with WordsIf you are like me, you think of design as primarily what something looks like and secondarily how something works. But you probably don’t think about all the words used in a product as part of the design. This episode will change your perspective. I interview Michael Metts and Andy Welfle, co-authors of “Writing is Designing: Words and the User Experience about how a lack of good word design in products can get users into trouble. In just one simple example, you know those error messages you get that don’t help you get out of the error or explain...2020-02-1238 min
Helping Sells Radio168 Britta Fischlin Empathy is Critical in SalesEmpathy might be a soft skill, but empathy doesn’t mean passive. I means seeking first to understand, take someone else’s perspective, and understand their needs. With this information, we lead our buyers through a process. Not pushy. Leading. Sometimes it means leading a buy to the conclusion that our solution might not be a good fit. Britta Fischlin combines 25 years of business and marketing background in media and high-tech with a deep level of listening, years of coaching, somatic practices, and energy healing to help entrepreneurs and solopreneurs release any obstacles and heal their relationship to business, marketing and se...2020-02-0834 min
Helping Sells Radio167 Jono Bacon Build Community for Customers Not Your CompanyDo you have a community built around your product and services? Do you want to build one? If so, this is the podcast episode for you. And Jono Bacon, author of People Powered: How communities can supercharge your business, brand, and teams, will help you avoid the mistakes that many other software companies make when building communities. The most notable mistake is building a community because it will benefit the company. That’s not exactly Helping Sells Radio approved, is it? We do things that benefit customers. Jono wants to help you build a community that benefits your customers…and whatever br...2020-01-3145 min
Helping Sells Radio166 Rishad Tobaccowala You Need Spreadsheets AND StoriesWhy is a mathematician, MBA, and Marketing Executive writing a book about the soul of business? For many reasons. But one reason in particular is that numbers are backwards looking, and if someone wants to be innovative, they need to look into the future. Innovation is forward looking. Rishad Tobaccoawala, author of Restoring the Soul of Business: Staying Human in the age of data, realized that the secret to business success is merging spreadsheets and stories. Companies that do this create value. Companies that do one or the other, destroy value. Wells Fargo and Beoing were so numbers driven that they...2020-01-2848 min
Helping Sells Radio147: Harry Maziar Great Sales People Don't Sell They Help People BuyHarry Maziar may not be a technology professional as you and I would describe it. I don't care. He knows more about helpful selling than I'll ever know, which is why I wanted to talk to him on Helping Sells Radio. After a successful career in sales, then running sales, then as president, then as chairman of a publicly traded NYSE company, Harry wrote a book called, Story Selling: Sage Advice and Common Sense About Sales and Success. The book is full of memorable and useful advice, like "I must do something" will always solve more problems than "something mu...2019-10-0137 min
Helping Sells Radio146: Cole Sanders A CSM for CSMsFresh off the plane from the CS100 Summit in Sundance, Utah, Cole Sanders, senior customer success manager at ClientSuccess, joins Helping Sells Radio to talk about what it's like being a customer success manager for customer success managers. Imagine that. You are serving customers who are doing the same job as you. No pressure, right? Learn more about Cole: On Linkedin: https://www.linkedin.com/in/cole-sanders-40a72912/ We write about all of our podcasts! Check out the full posts and learn what we learn from our guests at helpingsells.com. Thanks...2019-09-1636 min
Helping Sells Radio145: Carlos Quezada Tech Touch Customer Success Starts with DataFresh off the plane from the CS100 Summit in Sundance, Utah, Carlos Quezada, head of customer success at Aruba talks about how he had the instinct to build a customer success team with a data person first. "I wanted to know what I was looking at before implementing solutions." Carlos used data to understand the customer based, so he could segment customers, and design the right solution for each. There are major lessons here for how to build customer success at scale with a very small team. Learn more about Carlos: On Linkedin: https://www.linkedin.com...2019-09-1643 min
Helping Sells Radio144: Pamela Meyer Reactive, Responsive. What's the Difference?OK, so maybe agile and digital transformations are not specifically about helping sells. On the other hand, if our organizations and teams are not agile, don't respond to customer needs quickly, and are unable to adapt in uncertain times, we may not have any customers to help anyway. This is why I wanted to talk to Pamela Meyer, author of Pamela Meyer, author of Agility Shift: Creating Agile and Effective Leaders, Teams, and Organizations. She says the majority of executives say that agility is a critical organizational capability. That's you. The irony is that most organizations aren't agile. They are...2019-09-1347 min
Helping Sells Radio143: Scott Brown Turning Acorns into GoldScott Brown, author of (C)lean Messaging: A framework to help startup founders talk to humans, didn't actually turn acorns into gold. He was trying to explain to me how to apply one of the principles from his book. The key to being remembered is to combine a message with a picture and a story. One of the stories in the book is of a company that applied this principle and came up with, "We turn acorns into gold." It makes sense when you read it. To help me understand this principle even more, Scott turned the podcast around a...2019-09-0943 min
Helping Sells Radio142: Steve Farber If You Wanted Your Customers To Love You, What Would You Do?I have two questions for you? First, if you wanted your customers to love you, what would you do? Would you call them more? Improve your service? Introduce them to others? Second, if you wanted your employees to love you what would you do? Get to know them at a personal level? Promote them? Pay them more? Help them advance in their career? In this episode of Helping Sells Radio, I talked to Steve Farber about his new book, Love is Just Damn Good Business: Do What You Love, In The Service of People, Who Love What You Do. Yo...2019-08-2241 min
Helping Sells Radio141: Becky Flint Balancing Strategy and Execution in Product ManagementBecky Flint, co-founder and CEO of Dragonboat.io, joins Nice Work to talk about how to bring strategy and execution together in the product development lifecycle using a process called Responsive Portfolio Program Management (Responsive PPM). Dragonboat has a tight integration with Jira, and if Jira represents the execution cycle, Dragonboat represents the strategic cycle. We dive deep into Responsive PPM and how it can help product teams deal with the onslaught of competing priorities that they deal with every day... and keep their sanity. Learn more about Becky and Dragonboat.io: 2019-08-1856 min
Helping Sells Radio140: Greg Dickinson Buyers Have a Job to Do. Let's Just Help Them Do That.Product demos are broken. They are either a 60 minute feature dump or completely ignore the buyer's needs. We've all been on demos like that. Some of us might have even delivered demos like that. Well, not us. Other people. What makes all of this worse is that most companies hold their demos hostage behind a form, leaving potential buys to ask themselves, "Do I give them my email address and phone number so they can hound me for 2 months so I can see a 60 minute feature dump?" Customer wish they could just do a little self-demoing. They want to...2019-08-1443 min
Helping Sells Radio139: Keith Mattes Jira, Salesforce, and Gainsight Together At LastKeith 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...2019-08-1154 min
Helping Sells Radio138: Chad Sanderson Is Turning B2B to H2HChad Sanderson has been leading sales and marketing teams to success for over 20 years through his proven and predictable ValueSelling Framework. Chad, who has been named a Top 5 Emerging Training Leader, has worked in sales, built teams, and achieved targets -- both within organizations and as a consultant. He cuts through the outdated, theory-based “fluff” so often attributed to sales training, and gets down to the nitty-gritty with a raw, no-BS perspective to look at what is working, what’s not working, and where there may be opportunities to drive predictable revenue growth through sales optimization. Learn more ab...2019-08-0740 min
Helping Sells Radio137: Torrey Podmajersky Writing for UX and Customer SuccessThe writer and customer success manager in me saw Torrey Podmajersky's (UX Writer at Google) new book, Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word, and said to myself, "OMG, let's talk about this." So we did and pressed record. You might ask yourself why this kind of writing matters. In Torrey's words, "we need to onboard people into our product experience" with the expressed purpose of "setting them up for success." Yes, the product design must be good. But if you are using the wrong words, you can very easily prevent a customer from ac...2019-07-0539 min
Helping Sells Radio136: Todd Hockenberry Everybody Wants to Grow, but No One Wants to ChangeChange is great. You go first. That's the first thing I thought about when Todd said, "Everybody wants to grow, but no one wants to change." That quote came from Todd Hockenberry's book, Inbound Organization: How to Build and Strengthen Your Company’s Future Using Inbound Principles. What does this have to do with helping sells? Everything. The entire philosophy of inbound marketing is based on the premise of being helpful...producing helpful and educational marketing that gives value first, educates people, and draws people in. But inbound is not just about marketing. Or even sales. As Todd talks about...2019-06-2643 min
Helping Sells Radio133: Glenn Gaudet Employee Advocacy is the New Customer AdvocacyWe talk about customer advocacy, but we rarely talk about employee advocacy. When you think about it, who has more of an affinity for your company than your employees? Why not enable employees to advocate for your company. If we really believe the mantra, "if we take care of our employees, they will take care of our customers," then why not advocate for our employees and help them build their personal brands along the way. Glenn Gaudet, founder and CEO of GaggleAMP, the first employee advocacy platform designed to leverage employees and supercharge your marketing efforts, joins Helping Sells Ra...2019-06-0546 min
Agile Marketing Blog – Home of Marketing Agility PodcastThe Art of Agile Marketing with Bill Cushard of ServiceRocket
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. In fact, the sub-title of his book is A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence.
He’s articulate, a pragmatist, and someone to follow. Give the show a listen:
2018-12-2600 minAgile Marketing Interviews | Agile Marketing Blog - Home of Marketing Agility PodcastThe Art of Agile Marketing with Bill Cushard of ServiceRocket
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. In fact, the sub-title of his book is A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence.
He’s articulate, a pragmatist, and someone to follow. Give the show a listen:
2018-12-2600 minMarketing Agility PodcastThe Art of Agile Marketing with Bill Cushard of ServiceRocket
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. In fact, the sub-title of his book is A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence.
He’s articulate, a pragmatist, and someone to follow. Give the show a listen:
2018-12-2600 min
Helping Sells Radio100: Sue Duris Yes. Customer Experience Includes The Accounts Receivable ProcessSue Duris, director of marketing and customer experience at M4 Communications, comes into the studio to talk about the similarity and differences between customer experience, customer success, and marketing. We started with customer experience. Sue says her favorite definition of customer experience comes from Forrester, which says that it's every interaction or touchpoint a customer has with your brand. Every. Interaction. Bill had to ask, "Doesn't that include the experience our customers have when we send them invoices? What if the invoice looks like we created it manually. What if it was sent from a "no-reply" email address? What i...2018-12-1842 min
Helping Sells Radio087: Nicolle Paradise (Re-Air) In CX Work from the Outside In on the CS100 Summit Preparation PackIt is episode four in the CS100 Summit Preparation Pack. The CS100 Summit Preparation Pack is a collection of past Helping Sells Radio guests who are also speaking at the 2018 CS100 Summit put on by ClientSuccess. When the agenda came out, it was glaringly obvious what a high level of speakers ClientSuccess attracts for their conference, we noticed five speakers were past guest of Helping Sells Radio. So we go together in the studio and decided to re-air all five of those episode just before and during the conference. Enjoy the CS100 Summit Preparation Pack. F...2018-09-1129 min
Helping Sells Radio079: Emilia D'Anzica Help customers learn by teaching them lessShe tried. And she succeeded. Naturally. Emilia D'Anzica, founder of Customer Growth Advisors, joined Helping Sells Radio intending to take over the show and interview Bill about his book. We did that at the end of the show, but before we did that, we spent time talking about Emilia and her work with customer success teams. Very early on in the show we talked about on-boarding pitfalls because we all want to avoid them. One of the pitfalls Emilia wants us all to really get is that we assume our customers will just learn how to use our software. A...2018-07-2550 min
Helping Sells RadioEpisode 71: How to Design a Customer Education StrategyWhat would you do if your CEO came to you and said, “We need to 10X the number of customers who complete our training in the next twelve months. Product use is down and churn is up. I need your plan by next Thursday.” After your panic attack recedes, you probably say to yourself, “How am I going to do that?” If you can relate to this exchange, then keep calm and attend this session. In it you will learn how to be ready for that challenge with customer education strategy design. In this special recording of a Gainsight Pulse Talk, Bill...2018-05-1647 min
Helping Sells RadioEpisode 56: Boaz Maor On Why Customer Maturity IS Customer SuccessThis week's episode of the Helping Sells podcast features Boaz Moar, currently the VP of Customer Success at OpenGov. Boaz has spent more than 25 years leading customer success teams in a variety of industries and developed a new index metric CS pros can use to zero in on the customers that will help your grow and increase revenues in the future. In this episode of Helping Sells, Boaz sat down with Bill and Sarah to talk about the Customer Maturity Index (CMI) and how companies can use it to help their customers be more successful with their pro...2017-11-2832 min
Helping Sells RadioEpisode 24: Pat Durante of Black Duck Software on Customer EducationIn this episode of Helping Sells Radio, Sarah and Bill are joined by Pat Durante, Senior Director of Education Services at Black Duck Software and President of the Computer Education Management Association (CEdMA) to talk about the continuously blurring lines between technical marketing, customer education, software adoption services, and customer success. No matter what you call it, it's all about helping customers use the software effectively so they are successful and they renew. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells...2016-10-1231 min
Helping Sells RadioEpisode 16: Atlassian Expert Matt Doar On Putting People Before ToolsJoining Helping Sells Radio is Matt Doar, Chief Toolsmith at ServiceRocket and author of the O'Reilly book Practical JIRA Administration. Sarah and Bill talked to Matt about why he considered laziness as a means for driving him to write books, how technical consulting is more about helping people than it is about configuring tools, and the great big question, "What should schools be teaching that they're not?" This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2016-06-2128 min
Helping Sells RadioEpisode 15: Pulse Conference 2016 Special EditionIn this episode, Bill and Sarah take the audience to the Customer Success industry's premier conference, Gainsight Pulse Conference 2016. Guests interviewed include MindTouch CEO Aaron Fulkerson, Cloudera VP Customer Success Sarah Sproehnle, WalkMe VP Customer Engagement Emilia D'Anzica, and Glide Consulting founders Nils Vinje and Alex McClafferty. Hear insiders' perspectives on the future of customer success and helping customers love your software. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2016-06-0731 min
Helping Sells RadioEpisode 14: Aaron Ross: Don't Tell People What You Do, Tell Them How You HelpAaron Ross joins Helping Sells Radio for Episode 14. Aaron, with co-author Jason Lemkin, recently published a new book, From Impossible to Inevitable: How Hyper-Growth Companies Create Predictable Revenue, which is a follow-up to the widely read and implemented book Predictable Revenue, which has been called the sales bible of Silicon Valley. Sarah and Bill talk to Aaron about two main topics. First, we talk about why we should not tell people what we do for a living, but describe how we help people. Second, we talk about the new book. This is a public episode. If y...2016-05-2526 min
Helping Sells RadioEpisode 13: Catherine Blackmore On Whether Customer Success Should Help Accounts Or PeopleCatherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, joins the show to discuss the importance of training, change management, and business transformation to customer success. We also discuss whether the prominence of customer success is causing a convergence between sales and service. And yes, Bill did steal one of Catherine's ideas. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2016-05-1027 min
Helping Sells RadioEpisode 9: Katie Rogers On Growing SalesLoft 2,000% While Helping Customers SucceedIn this episode, we talk to Katie Rogers, VP of Client Services at SalesLoft. After admiring Katie's work from afar, Bill and Sarah met Katie Gainsight Pulse Conference 2015. Katie joined us to talk about how she grew SalesLoft's customer success function from scratch during a period when the company grew 2,000%. Listen to learn how she did it while retaining her characteristic high energy and keeping sane. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2016-04-0132 min
Helping Sells RadioEpisode 1: What the Heck is Helping Sells RadioWelcome to Helping Sells Radio, a podcast about helping customers discover, adopt, and thrive using your software. In this inaugural episode of Helping Sells Radio, co-hosts Bill Cushard and Sarah E. Brown talk about what Helping Sells Radio is, why we are doing a podcast, and what listeners can expect in upcoming episodes. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit helpingsells.substack.com2016-02-0220 min