Shows
Customer ConversationsUnderstanding the Demand Side with The Re-Wired Group’s Bob MoestaBob is the President and CEO of the Rewired Group, a pioneer of Jobs to Be Done, the author of the Jobs to be Done Handbook and his latest work Demand Side Sales. On this week's episode of Customer Conversations, Stuart and Bob cover
Defining and applying the demand side
Where to start with identifying the “struggling moment”
The limitations of correlation in assessing customer behavior
An atomistic approach to the customers buying timeline
Trading off money, time and knowledge
What causes the transition from passive to active looking
Resources:
Demand Side Sales, by Bob Moesta - ht...
2020-09-2250 minCustomer ConversationsBuilding an Ecommerce Presence for a Major Brand with Maytex’s Michael CallahanMichael Callahan is Vice President of eCommerce and Transformation for Maytex and Zenith Home Corp. Michael started his career in large CPG companies and has worked on national brands like Mr. Coffee, CrockPot and T-fall. Over the past 15 years, Michael has been transforming organizations to think Consumer and Digital First. He believes that the key to running any successful eCommerce business is full organizational integration… The words he lives by are “Work Hard, Stay Humble”. On this weeks Customer Conversations, Sean and Michael cover
What it means to build a digital strategy
Managing necessary organizational change
Interchange from digital t...
2020-09-1528 minCustomer ConversationsGoing Beyond Your Early Adopters with UpKeep’s Jeff IgnacioJeff Ignacio is the Head of Revenue and Growth Operations at UpKeep, managing the Go To Market Systems and Enablement teams. Prior to working at UpKeep Jeff spanned a variety of roles at both large tech firms such as Accenture, Intel, Google, and high growth ventures such as Vizier (viz-ier) and PatientPop. In this episode of the Customer Conversations podcast, Sean and Jeff cover
The difference between product fit vs. go to market fit
Expanding from early adopters and engaging the early majority
Monitoring a customers risk profile
Defining and managing a post-sales cycle
Resources:
...
2020-09-0124 minCustomer ConversationsShaping strategy with Basecamp’s Ryan SingerRyan currently leads product at Basecamp, is the author of Shape Up and the host of the Synthetic a Priori podcast. Here are a few of the topics we’ll talk about on this episode of Customer Conversations:
The role and goals of customer research in the shaping process
The workflow breakdown of the ‘jobs to be done’ framework
Using research in your pitch
The main goal of prototyping your product
Connect with Ryan
Follow Ryan on Twitter
2020-08-2540 minCustomer ConversationsCustomer support from cost center to profit driver with Gorgias’s Lucas WalkerLucas currently leads product marketing and strategic partnerships at Gorgias and has previously founded successful companies including Venngage and Treats Happen. Here are a few of the topics we’ll discuss on this episode of Customer Conversations:
Actionable steps towards improving your customer support
Generating profit from customer support
Reducing friction to purchase
Why you should always have an offer or promo for customers
Connect with Lucas
Gorgias.com
Text him at 416.388.4470
2020-08-1933 minCustomer ConversationsBootstrapped to booming with Tuple’s Ben OrensteinBen is the CEO and co-founder of Tuple (the best pair programming app for remote teams). He is also the host of one of my favorite podcasts the Art of Product, a former Thoughtbotter and the creator of several educational products for Rails developers. Here are only a few of the topics we’ll discuss on this episode of Customer Conversations.
An update on progress at Tuple
Keeping your finger on the pulse of your customers needs
Building a product for developers and the importance of understanding your audience
Soliciting feedback from customers from different ch...
2020-08-1232 minCustomer ConversationsVoice of the customer to copy that converts with Nikki ElbazNikki Elbaz is a persuasive copywriter and email specialist at CopyHackers who’s written revenue generating content for brands including Shopify Plus, Doodle and Resident Home. She’s an expert in using research to understand why customers buy (and writing emails that make them do just that) and has shared her research knowledge for Product Led Institute, Bossitude Academy and CXL. Here are just a few of the topics we’ll discuss on this episode of Customer Conversations.
How to be a persuasive copywriter
What it means to be data driven in copy
How to get Voice of...
2020-08-0432 minCustomer ConversationsPositioning for growth using customer insights with Customer Intelligence Institute’s Lorin McCannLorin is the Founder of the Customer Intelligence Institute. She has worked with dozens of high-growth companies including best-in-class startups, emerging market leaders, and unicorn companies to contribute to successful exits and record quarters. Here are only a few of the topics we’ll discuss in this episode of Customer Conversations with Lorin.
Early warning signs for companies that may have a positioning problem
The first step towards repositioning around your customer
Finding the customers, getting the conversation started and what to ask them
Making sure you’re actually getting valuable data from your customer conver...
2020-07-2833 minCustomer ConversationsLeveraging AI and Automation for Growth with IMVU’s Lomit PatelLomit is the VP of Growth at IMVU. He is also the best selling author of the Lean Startup series book, Lean AI as well as a public speaker and startup advisor. Lomit has a ton of experience getting companies to and through the rocketship growth phase. Here are just a few of the topics we discussed in this episode:
Monetization strategies for your high growth startup
Extracting value out of customer data to help you grow the business
Identifying the right users to grow LTV (lifetime value)
How to properly use automation to grow fas...
2020-07-2036 minCustomer ConversationsUnderstanding your customer with Wonderment’s Jessica MeherJessica is the Co-Founder and CEO of Wonderment. Wonderment helps e-commerce merchants grow and scale their businesses. She has tremendous experience in marketing and startups. Her career expertise has included working at HubSpot, InVision and Techstars. Here are just a few of the topics we discussed in this episode:
How Wonderment came to be
User journey, pain points and why coding can wait
Mastering customer research for product
Avoiding bias in your research
Operationalizing your product research
Understanding the why behind what your building
Resources
The Right It
Reaching out to Jessica
Wond...
2020-07-1431 minCustomer ConversationsData driven decision making with Uber Eat’s Chip KoziaraChip is the Manager of Strategy and Planning at Uber Eats. He has tremendous experience in pricing and partnership strategy. Here are just a few of the topics we discussed in this episode:
Being data driven with your team
When do you know when you have enough data and are ready to make a decision
Using search data to augment your inventory of customer selection
How to make the business case once you have the data
How to get started with data driven decision making
Resources
Chip’s website
Subscribe to Chip's Newsletter
Gett...
2020-07-0327 minCustomer ConversationsCustomer led growth with Elevate’s Claire SuellentropClaire is the Co-Founder of Elevate & Forget the Funnel. She has tremendous experience in SaaS marketing and growth. Here are just a few of the topics we discussed in this episode:
What customer-led growth means and how to nail it
The difference between customer-led and product-led
The importance of creating the experience the customer needs
How to get started leveraging customer insights
How to think about the volume of customer insights you need
Getting started with better understanding your customers
Connecting with Claire
Elevate
Forget The Funnel
Follow Claire on Twitter
2020-06-2631 minCustomer ConversationsWhy you need qualitative data to improve your product with Delighted’s Caleb Elston and Charles StudtCaleb Elston is the Co-Founder and CEO of Delighted. Charles Studt is Head of Marketing at Delighted. Together they make a rockstar team of experts passionate about making your product better through customer feedback. Here are just a few of the topics we’ll discuss in this episode:
The awesome story of how Delighted started
Why you should dog food your own product (dogfooding)
How to build a B2B product with a B2C mindset (and the pros & cons of this strategy)
Why you need more than NPS data
The importance of qualitative data to drive your produ...
2020-06-2545 minCustomer ConversationsThe power of customer research with the author of The Mom Test Rob FItzpatrickRob Fitzpatrick is a serial entrepreneur and author of the classic customer research book, The Mom Test. Rob talks to us about the importance of customer research as it applies to your business through the various stages of growth. Here are just a few of the topics we’ll discuss in this episode:
The incredibly cool story of how The Mom Test came to be
Conducting customer research through different stages of growth
Overcoming objections to customer research
How to make customer research a routine
Why sales is all about having learning goals
The importance of forming organizational habi...
2020-06-2541 minCustomer ConversationsRapidly iterating to engaging content with VideGro’s Jenko KentJenko Kent is the founder and creative director at VideGro and has spent almost a decade directing and creating engaging video content that drives serious ROI for DTC brands. In this episode, Jenko shares:
Why rapid iteration beats perfect planning for creating content.
The process VideGrow uses go drive outsized returns for brands.
The types of video content best suited for each stage of your customers journey.
Resources
VideGro Website
Reaching out to Jenko
Email Jenko at Jenko@videgro.co
On Twitter @JenkoKent
2020-06-1929 minCustomer ConversationsBuilding the marketing machine with Act-On’s David GreenbergDavid Greenberg is the SVP of Marketing at Act-On Software. David shares more about his background and how he wound up helping companies like Act-On grow successfully through marketing. Here are some of the highlights of what you can expect in this episode:
What marketing can do to optimize your sales funnel
Why you need qualitative data from your customer to make improvements in sales, marketing and product
How to manage a co-hort of users to get regular feedback about your product
What you need to do to build a marketing machine that works for yo...
2020-06-1133 minCustomer ConversationsUsing customer insights to level up your content strategy with Adrienne BarnesIn this episode we’re joined by Adrienne Barnes. Adrienne is a B2B SaaS Content Marketer and strategist who’s advised and written for top B2B SaaS companies including Stripe, Drift, and Demio. She is also the founder of Best Buyer Personas. We discussed:
Why it’s important to know the relationship your customers have with your company?
How to apply what you know about customers to your content?
How to get started with customer research?
Resources
How SaaS Marketers Can Get Buy-In on Qualitative Research Projects
Connecting with Adrien...
2020-05-2932 minCustomer ConversationsWhy sales is all about creating customer value with Louis NichollsIn this episode we’re joined by Louis Nicholls. Louis is the founder of Sales for Founders, SparkLoop and several successfully exited companies. He’s also the author of the Social Proof Handbook. We discussed:
- The importance of understanding your customers goals
- Creating shared success plans for customers
- Why sales calls are the fastest way to learn about your early customers
Resources
- Sales for Founders
- Sales Survival Guide
Reaching out to Louis
- Follow Louis on Twitter
- Check out SparkLoop
- Emai...
2020-05-2931 minCustomer ConversationsThe power of personalization with Scout’s Jordan CrawfordShow Highlights
Personalization is all about who you are targeting
Everything starts with identifying and solving the customer pain points
“Once you can target, the world changes for you”
Nailing down an effective process to enable you to move into new segments
Learn more about the future of personalization
Resources
Send with Scout Blog
Reaching out to Jordan
Sendwithscout.com
Connect with Jordan on LinkedIn
Email Jordan at Jordan@sendwithscout.com
2020-05-2232 minCustomer ConversationsBuilding better products with intentional experiments with FYI’s Hiten ShahHiten is a prolific SaaS founder of companies including Kissmetrics and Crazy Egg and is now working on FYI. He also runs Product Habits to help other founders develop the habits they need for success. In this episode, Hiten shares:
His framework for identifying product ideas worth pursuing,
How to identify what your customer really want.
What Hiten has learned from David Cancel about different go to market strategies.
Why continuous testing drives increased product value.
Resources
Product Habits
Building an MVP for FYI in 5 days
Reaching out to Hiten
2020-05-2234 minCustomer ConversationsValue delivery systems with UserOnboard’s Samuel HulickSamuel Hulick is best known for running useronboard.com, producing pithy teardowns, and writing “The Elements of User Onboarding.
We talked to user onboarding and UX expert Samuel Hulick about:
The importance of understanding customers desired outcomes beyond your product.
What it means to think of products as value delivery systems.
How to get started improving your customers path to success with your product
Resources
Bulletproof User Onboarding
Badass: Making Users Awesome by Kathy Sierra
Connecting with Samuel
Follow Samuel on Twitter
Learn more about UserOnBoard
2020-05-1448 minCustomer ConversationsWhy marketing is all about relationships with DemandMaven’s Asia MatosAsia Matos is the Founder of DemandMaven. In this episode, Asia lays out the truth in marketing for early-stage SaaS companies and startups to put your product on a rocketship. Learn more about the importance of customer research, extracting valuable insights from your data, finding problem patterns for your niche and more.
Connecting with Asia
Follow Asia on Twitter
Learn more about DemandMaven
Subscribe to Asia's podcast In Demand
2020-05-1433 minCustomer ConversationsBuilding internal tools with Chief’s Corey ZettlerCorey Zettler is the Director of Product Management at Chief. In this episode, Corey shares with us the difference of approach to building internal versus external tools. Learn more from Corey about measuring the performance of an experiential product, the importance of collecting qualitative data, sharing customer insights regularly with your entire team and more.
Resources
The Design of Everyday Things
‘Give Away Your Legos’ and Other Commandments for Scaling Startups
Connecting with Corey
Email Corey at corey@chief.com
Connect with Corey on LinkedIn
Learn more about Chief
2020-05-1426 minCustomer ConversationsPreparing for the Enterprise with Troops Jonathan BartlettJonathan Bartlett is the Chief Product Officer at Troops. Jonathan shares what you need to do now to prepare to sell your SaaS product to the enterprise. Other topics we discuss in this episode include managing your product like a business, comparing and contrasting a bottom up versus a top down approach to building your product, how product management has evolved and much more.
Resources
Anything written by Michael Porter
Examples of Michael Porter’s Work
Books
15 Must Read Books for Product Leaders by Jason Lynn
Competition Demystified
The Strategy and Tactics of Pricing
Co...
2020-05-0638 minCustomer ConversationsProduct Ideation with Trainual’s Chris RonzioChris Ronzio is Founder and CEO of Trainual. In this episode, Chris shares with us the creative methods the Trainual team uses to continuously improve their product. Learn from their product ideation process, a host of valuable product tools and more.
Resources
Tools - Canny, Delighted, Intercom
Podcasts - SaaStr
Books - Impossible to Inevitable
Getting in contact with Chris
Connect with Chris on LinkedIn
Subscribe to Chris’s YouTube channel
Follow Chris on Instagram
2020-05-0321 minCustomer ConversationsCustomers before metrics with Churnbuster’s Kristen LaFranceWe talked to Churnbuster’s Head of Growth Community about and host of the Playing for Keeps podcast Kristen LaFrance about:
What SaaS companies from the world of DTC Ecommerce.
What retention based acquisition means and the impact making customers successful has on the business bottom line.
How deeply understanding customers leads enables companies to build more meaningful relationships with them.
Resources
The Playing for Keeps Podcast
Churnbuster
How to conduct an internal customer retention audit
Connect with Kristen on Twitter
2020-05-0340 minCustomer ConversationsStaying close to the customer at scale with Drift’s Maggie CrowleyWe talked to Drift’s Director of Product Management and host of the Build podcast Maggie Crowley about:
1) Why "Shipped is not done" and how that influences goals and measurement at Drift.
2) "Staying close to the customer" and the processes Maggie and the Drift team put in place to ensure that happens as you scale.
Resources
The Build podcast
Connect with Maggie on Twitter
2020-05-0324 minCustomer ConversationsWelcome to Customer ConversationsWelcome to the Customer Conversations podcast brought to you by the team at LearnWhy. My name is Sean Boyce and I’m a B2B SaaS product strategist that loves learning about how to solve customer problems through software. And I’m Stuart Balcombe a product and growth nerd focused on helping companies discover the customer insights that drive their growth.
On this podcast, you’ll hear from SaaS founders and software industry pros working in product, marketing, and customer success roles across different stages of company growth. We’ll explore how they capture, analyze, and leverage customer...
2020-04-2200 min
The Product Launch PodcastStuart Balcombe from Customer Discovery SprintsDescription: In this episode of the Product Launch Podcast powered by NxtStep, we talk with Stuart from Customer Discovery Sprints about everything from starting with problems to verifying solutions in the wide world of product for early stage companies.
Show notes
01:00 - What is Customer Discovery Sprints
03:30 - How to start with problems.
06:00 - Why you shouldn’t start with (just) an idea.
11:00 - Asking the right question - The Mom Test
12:00 - How to ask for real-world examples.
14:00 - How to have an effective cu...
2019-11-1924 min