Shows
AI KnowhowAI-Native vs. AI-Infused ProductsWith AI seemingly everywhere, how can you distinguish between true AI-native products and AI-infused ones? And why does the distinction even matter in the first place? In this episode, Courtney Baker, David DeWolf, and Mohan Rao clarify the differences between AI-native products built from the ground up and AI-infused products that simply incorporate AI features. They explore how this distinction impacts business decisions and what to look for when considering tech solutions for future-proofing and innovation. Later, Pete Buer sits down with special guest Peter Armaly, a partner at Valuize and author of the new b...
2024-09-1633 min
Achieve and Enjoy#11: Christy Ransom - Building a Career With Connections and Loose PlansIn this episode, Christy Ransom, Senior Vice President of Operations at Valuize, where they help B2B technology companies create a connected and collaborative customer lifecycle that accelerates Net Dollar Retention, joins! Christy shares her thoughts on how to build great remote work cultures, how to make career pivots intentionally, and how those in the last stage of their career can still add immense value to any organization or team.
Links
Christy's LinkedIn: https://www.linkedin.com/in/christyransom/
Matt’s LinkedIn: https://www.linkedin.com/in/mattharriman/
Matt’s...
2023-08-2957 min
Customer ValuecastHubSpot’s Jeetu Mahtani On How HubSpot Built And Implemented A Value-Based Customer Engagement Model
Recurring revenue leaders realize that shifting from a reactive legacy engagement model to a predictive and prescriptive approach is the key to driving unparalleled customer value realization. This is exactly what HubSpot did.
In the latest episode of the Customer Valuecast, Jeetu Mahtani, EVP, Customer Success at HubSpot, shares HubSpot’s journey to building a value-focused customer engagement model and how you can do the same in your organization by leveraging the right team, technology and data.
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Visit Valuize.co to:
- Design an impactful digital-led approach to...
2023-07-2031 min
Customer ValuecastSiemens' Samrat Tandon On Supercharging Net Dollar Retention With Customer Success Qualified LeadsDriving Net Dollar Retention is an enterprise-wide strategy and the secret weapon in driving revenue expansion from customers is your Customer Success organization and their ability to generate Customer Success Qualified Leads (CSQLs). But, tying CS to your company’s strategic growth and revenue can be tricky to maneuver. It requires clear processes, tailored training, clear incentivization structures and a steadfast commitment to delivering optimal customer value.
In this episode of the Customer Valuecast podcast, host Ross Fulton chats with Samrat Tandon, Global VP Customer Success at Siemens, about the incredible value of investing in Customer Success Qu...
2023-06-0830 min
Customer ValuecastChurnZero's Allison Tiscornia On Maximizing Net Dollar Retention By Assigning Customer Success With Revenue AccountabilityRevenue accountability is one of the most hotly-debated and divisive topics in the recurring revenue world. While traditionally, deeply-entrenched silos have excluded Customer Success from the revenue conversation, more and more organizations are seeing the strategic value in assigning CS with some revenue responsibility.
In this episode, host Ross Fulton chats with Allison Tiscornia, CCO at ChurnZero, to share why excluding your Customer Success team from revenue accountability may be hindering your ability to maximize Net Dollar Retention and how you can equip your CS organization with the skills and competencies they need to succeed with this...
2023-05-1133 min
Customer ValuecastRockwell Automation's Angel Rogers On How To Structure Compensation For Customer Success in 2023In the current economic climate, Customer Success compensation is a critical strategy to get right for recurring revenue organizations. Leaders must evolve their compensation structure in order to move Customer Success from a cost center to a direct measurable revenue contributor and meet the increasingly complex demands of the C-Suite. But, with a myriad of options, business goals and market factors to consider, how do you choose a compensation structure that is right for your Customer Success team?
In this episode, Angel Rogers, Head of Global Customer Success at Rockwell Automation, explores the factors...
2023-04-2034 min
Customer ValuecastSturdy's Steve Hazelton On AI: The Next Frontier of Customer SuccessArtificial intelligence (AI) is evolving the Customer Success domain at a staggering rate and revolutionizing how B2B businesses operate their customer lifecycle. With the wave of recent developments, AI has moved beyond providing customer insights to now shaping product development, business processes and customer engagement.
In this episode, host Ross Fulton chats with Steve Hazelton, CEO & Co-Founder at Sturdy, about his thoughts on the challenges and opportunities of AI for B2B leaders and how you can leverage this technology to increase efficiency, enhance decision making and drive optimal customer value.
For more...
2023-04-0634 min
Customer ValuecastKari Ardalan On The Digital Future Of Customer SuccessThe acceleration of digital customer success is being driven by the efficiency and scale needs of the business as well as the changing and increasingly demanding expectations of the modern customer. As organizations strive to meet these demands and boost operational efficiency across the customer journey, the CS function, roles and responsibilities are becoming increasingly more nuanced. While the existence of digital elements in the CS strategy of companies is not new, we’re now seeing the emergence of dedicated Digital CS teams with their own roadmaps, strategies, operations and technologies.
In this episode, host Ross Fulton ch...
2023-03-0929 min
Customer ValuecastValuize's Emily Ryan & Anthony D'Auria On The Future Of Customer Success In 2023 And BeyondDriving best-in-class yet efficient Net Dollar Retention Is proving more challenging for every recurring revenue enterprise. A tumultuous economic climate, organizational silos and heightened expectations from both customers and leaders mean that Customer Success is under unprecedented pressure to perform. How did 2022 shape where the industry is today and what should you plan for in 2023?
In this episode, host Ross Fulton chats with Valuize's Chief Client Officer, Emily Ryan, and Industry Principal, Anthony D'Auria, about their biggest takeaways and key learnings from 2022 and the major trends shaping the future of Customer Success.
2022-12-1643 min
Customer ValuecastDigital Realty's Mark Reynolds On Optimizing Net Dollar Retention When Dealing With Multi-Year AgreementsMany companies make the mistake of indulging in the thinking that multi-year subscription contracts can be won and then forgotten about until much closer to the renewal date that is years away. With multi-year agreements, the need for a clear and precise process for the definition, delivery and verification of customer value is paramount.
In this episode, host Ross Fulton chats with Mark Reynolds, Senior Vice President, Global Customer Operations at Digital Realty, for his expertise on how to define, deliver and verify customer value when your contracts span multiple years.
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2022-12-0132 min
B2B IMPACTB2B IMPACT #13 - How to manage change in B2BOur aim is to arm you with content, opinions and insights that deliver lasting and meaningful impact across the B2B community, helping the global businesses and brands we partner with, navigate their way through the information and communication revolution.
Change is never easy. It's uncomfortable and it can be difficult to get all your stakeholders on board with the idea. So how can 'change' be managed within B2B and what can you do ensure any changes you do make don't overturn all the success you've already achieved?
Hear from Matt and Oli in our...
2022-11-0227 min
Customer ValuecastGeoffrey Moore On How To Win As A Best-in-Class Net Dollar Retention EnterpriseIn the legacy B2B technology perpetual license business model new customer acquisition was king. But, the license model has now been fully eclipsed by the subscription economy. Today, top performing enterprises are shifting from new customer acquisition to now focusing on driving value realization for existing customers and, as a result, driving customer retention and expansion.
In this episode, host Ross Fulton chats with Geoffrey Moore, renowned author, speaker and advisor to the enterprise technology world, about what it takes to hit those performance benchmarks and win in today’s recurring revenue economy.
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2022-09-2237 min
Customer ValuecastEcosystems' Brent Adamson On Mastering The 3 Types Of Customer ValueIn the world of B2B, customer value has historically been a trivial concept. But, in recent years, the conversation around customer value has shifted and organizations are finally realizing the criticality of customer value and its place at the heart of the customer lifecycle. In the subscription economy, customer value is more than an abstract idea, it’s a real, measurable and verifiable thing that powers your recurring revenue engine. But, delivering, measuring and selling customer value is all redundant if you don’t first have a carefully designed and agreed-upon definition of value.
In this epis...
2022-08-2540 min
Customer ValuecastMuleSoft's Josh Rutberg On Evolving Your Customer Lifecycle As Your Business ScalesWhile the path to growth will look different for every organization, there are some milestones that all enterprises aim for; hitting $100 million, $500 million and $1 billion in revenue. With each interval achieved, organizations reach a new level of growth and experience an entirely new set of challenges and opportunities. As your organization reaches new heights, you need to evolve your approach to your customer lifecycle to address the growing complexity of your customer and employee relationships.
In this episode, host Ross Fulton chats with Josh Rutberg, Senior Vice President of Global Customer Success at MuleSoft, about MuleSoft’s com...
2022-07-2836 min
Customer ValuecastGainsight's Kellie Capote On Driving Sustainable Growth Through Customer SuccessMany B2B technology companies have been operating under a “growth at all costs” model . While this mindset has its benefits, it may negatively impact the long-term success and health of your business by putting a deep strain on your employees and customers. The longevity of your organization depends on approaching your business holistically with a focus on sustainable efficiency. As the value engine of your recurring revenue business, Customer Success plays a crucial role in this mindset shift.
In this episode, host Ross Fulton chats with Kellie Capote, Chief Customer Officer at Gainsight, about the fundamentals of un...
2022-07-1432 min
Customer ValuecastBlackbaud's Chris Singh On Leading An Outcome Selling TransformationThe legacy approach of selling to customers based on product features and functions alone is no longer enough. In order to meet and exceed the expectations of today’s customers, organizations must shift their strategy to create an end-to-end value framework that is centered on value-based outcome selling.
In this episode, host Ross Fulton chats with Chris Singh, Chief Customer Officer and Head of Global Success at Blackbaud, about how Blackbaud built an outcome-driven customer lifecycle and how you can leverage your people, tools and data to achieve a value-driven transformation in your organization.
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2022-06-3035 min
Customer ValuecastRevOps Squared’s Ray Rike On The State Of Customer Success In 2022While Customer Success (CS) is quickly becoming a standard function within B2B technology companies, its responsibilities, investment and scope is anything but. To understand the current state of Customer Success and what executives are focusing on in 2022, RevOps Squared partnered with Gainsight to create The Customer Success Index 2022, a first-of-its-kind benchmarking study and customer research report that gathered data from over 350 organizations involved in Customer Success.
In this episode, host Ross Fulton chats with RevOps Squared's Founder & CEO, Ray Rike. Together, they share their insights on the groundbreaking research report and benchmarking study and offer their a...
2022-06-0240 min
Customer ValuecastValuize's Emily Ryan On Driving Profitability With A Strategic Customer Success Operations LeaderIn all leading B2B technology enterprises, you’ll be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated Operations function. As Customer Success continues to evolve and grow as a domain, the need for a powerful CS Operations function, helmed by an equally strong leader, is critical. While your Customer Success strategy will define your direction, a strong Customer Success Operations leader will ensure you reach your direction efficiently and profitably.
In this episode, host Ross Fulton chats with Valuize's Chief Client Officer, Emily Ryan. Together, they discuss the critical role of Cus...
2022-05-1934 min
Customer ValuecastPointClickCare’s Nani McDonnell On Delivering Measurable Customer Value At ScaleTo drive best-in-class Net Dollar Retention, all of your customers must realize measurable value from their usage of your product. For organizations with segments of 1000+ individual customers, this is a daunting proposition. While each individual customer may have a low Annual Recurring Revenue (ARR) value, these segments represent a significant percentage of your overall ARR when combined. Therefore, your ability to retain and expand this mass of customers is critical to your overall NDR performance and long-term growth.
In this episode, host Ross Fulton chats with Nani McDonnell, Senior Vice President, Customer Success and Customer Support at...
2022-03-0426 min
Customer ValuecastHashiCorp’s Brandon Sweeney On Integrating Sales and Customer Success As A CROIn the license world, Sales was king. When business growth was driven entirely by net-new sales, the whole organization was laser-focused on this singular function. But, the license model has quickly and almost completely been taken over by the subscription economy. Revenue growth strategy in enterprise tech has shifted from new customer acquisition to now focusing on Net Dollar Retention as the key revenue driver. Today, enterprise technology companies' growth and valuation is driven through a finely tuned customer lifecycle that balances new customer acquisition with recurring revenue growth through customer retention and expansion.
In this episode...
2022-02-1726 min
Customer ValuecastVMware’s Mary-Beth Donovan On The Power Of Customer Success Operations To Drive Best-In-Class Net Dollar RetentionCustomer Success Operations is the engine that powers your customer lifecycle with the goal of achieving best-in-class Net Dollar Retention. In order to achieve this recurring revenue utopia, CS Ops, along with all the other functions in your organization, need to perform as a cohesive unit with a holistic view of your entire customer journey.
In this episode, host Ross Fulton chats with Mary-Beth Donovan, Vice President, Global Customer Success Operations at VMware, for her expertise on how to build an impactful CS Operations function that propels your entire organization towards best-in-class Net Dollar Retention.
2022-02-0329 min
Customer ValuecastDatto’s Chris McCloskey On Accelerating Net Dollar Retention Through Channel PartnersWhat percentage of your current ARR is currently managed through your channel partners? For enterprise companies, this percentage can be north of 50%. Yet, equipping channel partners to drive customer value realization, and therefore retention and expansion of that ARR, is too often neglected.
In this episode, host Ross Fulton chats with Chris McCloskey, Chief Customer Officer at Datto, for his expertise on the fundamentals of a partner program and how enterprise organizations can build a powerful partner ecosystem that amplifies the success of their customers and their company's recurring revenue potential.
2022-01-2733 min
Customer ValuecastVMWare’s David Read On Transforming Customer Data Into Your Most Strategic AssetIn the race to build an exceptional customer data foundation, B2C companies are steadfastly in the lead. From the onset, B2C companies have built their entire business model, including their system infrastructure, architecture, and processes, around the customer. On the other hand, B2B companies have traditionally built their business around the product, with the customer as a secondary consideration. To build a truly customer-centric business, B2B technology companies must re-evaluate their customer data model in order to drive revenue-generating value for their customers and company.
In this episode, host Ross Fulton chats with...
2022-01-0633 min
Customer ValuecastHashiCorp’s Jon Benson On The Critical Role of Pre-Sales In Driving Net Dollar RetentionWith the advancement of Customer Success as a key revenue driver, unifying your Pre-Sales and Post-Sales functions around a holistic customer lifecycle is now mission critical. Your Sales and Customer Success functions can no longer exist as two independent organizations; they must act as one cohesive team with integrated processes that deliver value from the first prospective conversation all the way through the delivery, renewal and expansion motions.
In this episode, host Ross Fulton chats with Jon Benson, VP, Worldwide Solutions Engineering at HashiCorp, about the reality of Pre-Sales and Post-Sales today and together they share a...
2021-12-1638 min
Customer ValuecastGainsight’s Nick Mehta On The Evolution Of Customer Success & The Trends That Are Shaping The FutureIn the last few years, Customer Success has secured its spot at the executive table, joining other legacy organizations in driving the company’s vision and direction forward. What was once seen as a cost center and customer service extension has now solidified itself as a revenue-generating powerhouse. While the possibilities for the future of Customer Success are endless, there’s a lot of foundational work that needs to be done before the industry can effectively and fully incorporate predictive analytics that generates greater customer value and higher retention and expansion.
In this episode, host Ross Fulton chats...
2021-12-0235 min
Customer ValuecastMetaCX's Scott McCorkle On Creating Customer Value Through Shared AccountabilityThe economic lifeblood of shared value realization is shared accountability. Put simply, there's no escaping shared responsibility for value, because the vendor-customer relationship is a shared and interdependent engagement. In order for your company to successfully align on the expectations of value creation and delivery for customers, you need a clear strategy and enterprise-grade technology that can operationalize shared accountability and collaboration.
In this episode, host Ross Fulton chats with Scott McCorkle, CEO at MetaCX, for his insights into how B2B leaders can successfully facilitate shared accountability between vendor and customer through technology to achieve optimal...
2021-11-1832 min
Customer ValuecastPTC's Jean Nairon On The Exploding Customer Success Technology CategoryCustomer Success (CS) technology has emerged as a defined market and technology category in the past decade. Every B2B company seeking to operationalize an approach to Customer Success has asked or is asking the question of whether they need to invest in CS technology. Yet, Customer Success technology has not reached the ‘must-have’ status like CRM, ERP, HRIS, Marketing Automation and other enterprise tech solutions. What’s holding CS technology back from becoming that must-have category?
In this episode, host Ross Fulton chats with Jean Nairon, Vice President, Customer Operations at PTC, for his insights on the st...
2021-11-0438 min
Customer ValuecastThomson Reuters' Biju Bhaskar On The Secret To Enterprise Transformation In Support Of NDR GrowthTransforming Go-To-Market strategy to support a recurring revenue business model is not something that can be achieved overnight by existing business leaders alone. To ensure success, you need a dedicated leader, team and function whose primary role and responsibility is leading this extensive transformation. But, employing a team is just the beginning. A successful GTM transformation needs to be a multi-function endeavor with constant engagement and contribution from all of your business functions. Only then will you be able to drive an impactful transformation that permeates your company as an organization-wide initiative.
In this episode, host Ross...
2021-10-2128 min
Customer ValuecastTSIA's Stephen Fulkerson On What It Takes To Size & Scale A Customer Success Organization SuccessfullyIn the vast majority of software enterprises today, there’s no debate about whether or not to invest in a Customer Success organization. Instead, the question has become: what size should our Customer Success organization be, and how many of which roles are needed to enable a successful execution of our company’s Customer Success strategy?
In this episode, host Ross Fulton chats with Stephen Fulkerson, Vice President, Customer Success Research at TSIA, for his insights on the common challenges that business leaders face when sizing a Customer Success team and best practices for staffing and scaling a hi...
2021-09-3037 min
Customer ValuecastOracle's Peter Armaly On How Customer Success Leaders Can Develop a Builder Mindset And Become Transformational LeadersIn the past few years, Customer Success has gained a lot of prominence and prestige in the business world. It may not yet have an equal seat at the table as other legacy departments, but it has definitely emerged in the spotlight. With SaaS and cloud-based becoming the de facto business models, executive leaders recognize the criticality of the customer experience and the necessity of improving their Customer Success and service model. Customer Success leaders are now being tasked to lead this charge, becoming the transformational leaders of this evolution. As such, the most successful CS leaders have learned...
2021-09-1535 min
Customer ValuecastValuize's Kevin Meeks On Why CROs And CCOs Need To Transform Their Approach To CS And CXWhile Customer Success is a fairly recent phenomenon, the discipline is undergoing a drastic change to keep up with market and consumer demands. When your customers experience the ease and simplicity of dealing with B2C businesses, such as Apple and Amazon, they expect that same experience from their B2B business dealings. If your product can’t provide the Apple-like experience, or value in a timely way like Amazon, will your customers come back or will they look for another provider?
In our first episode, host Ross Fulton chats to Kevin Meeks, former CCO at Apptio an...
2021-09-0233 min
Customer ValuecastWelcome To Customer Valuecast!Introducing Customer Valuecast, a podcast dedicated to helping you put measurable value at the heart of your customer lifecycle and, as a result, acquire, retain and expand more customers in your recurring revenue business.
Join host Ross Fulton every fortnight as he talks to trailblazing C-Suite, Sales, Customer Success, Product and Operations leaders to share powerful insights and experiences that will help you create more value for your customers and, in turn, more success for your business.
2021-08-1903 min
Helping Sells Radio264 Ross Fulton Product adoption in service of outcomesRoss Fulton is the founder and CEO of Valuize, which builds customer success strategies and operations that help companies grow their customers and revenue at scale. We talked about product adoption as a means for helping customers achieve the value they sought when they bought our software. In other words, product adoption is not the goal. Product adoption is a means to the end of helping customers do that job they hired our product to do and realize the value they intended. The point here is linking product use with outcomes. More about Ross:* His...
2021-04-3058 min
Breakthrough SaaS Growth with The JasonsGuest Ross Fulton: Operationalizing Your Customer Success StrategyIn this episode, we sit down with Ross Fulton, CEO of Valuize. Ross helps B2B software companies build industry-leading customer success strategy and operations. Ross brings unique expertise in aligning strategy, operations, technology and data to make sure customer success teams are delivering results and growing profits.
Today Ross is going to share his insights around how effectively customer success strategies and how to operationalize them. So many organizations struggle to develop effective customer strategies, or to implement them in a way that delivers the desired results, and I am looking forward to hearing Ross's perspective...
2021-04-2033 min
The CXChronicles PodcastCXChronicles Podcast Episode 114 with Jake Sorofman & Ross G D. FultonIn episode #114 of The CXChronicles Podcast we welcomed Jake Sorofman, President of MetaCX based out of Indianpolis, IN and Ross G D. Fulton Founder and CEO of Valuize based out of Vancouver, Canada. MetaCX is pioneering a new outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate and win together. MetaCX helps align sales, success and delivery teams around real business impact that customers can see. Headquartered in Indianapolis, MetaCX has raised $24.5 million from Upfront Ventures, High Alpha, Greenspring, BIP Capital and Silicon Valley Bank, and is led by former executives...
2021-03-0330 min
REALLY Know Your CustomerMy Ideal Customer Is The One Who I Can Make Successful With Ross G.D. FultonMaking sure you’re delivering value to your customer means knowing who your ideal customer is. In this episode, Betsy Westhafer and Tony Bodoh talk to Ross G.D. Fulton about the ideal customer and the increase of blending customer success and customer experience for value creation. Ross is the Founder and CEO of Valuize, a company that helps B2B software companies retain and expand their customers and revenue at scale. Ross discusses the four phases of the customer life cycle and the biggest challenge about understanding value for B2B software companies. He also touches on how te...
2020-07-2753 min
REALLY Know Your CustomerMy Ideal Customer Is The One Who I Can Make Successful With Ross G.D. FultonMaking sure you’re delivering value to your customer means knowing who your ideal customer is. In this episode, Betsy Westhafer and Tony Bodoh talk to Ross G.D. Fulton about the ideal customer and the increase of blending customer success and customer experience for value creation. Ross is the Founder and CEO of Valuize, a company that helps B2B software companies retain and expand their customers and revenue at scale. Ross discusses the four phases of the customer life cycle and the biggest challenge about understanding value for B2B software companies. He also touches on how tech co...
2020-07-2753 min