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Jazz Samra is the Head of Innovation & Strategic Partnerships at Wells Fargo.
Jazz shares her insights on global trends shaping financial services, collaborative banking, generational wealth transfer, the role of generative AI, and the importance of financial literacy. She discusses the principles of fostering innovation in a large organization like Wells Fargo, including optimal executive sponsorship, founder mindset, and customer-focused approaches. The episode explores the dynamic interplay between fintech and traditional financial institutions and the strategies for operationalizing and scaling innovation. Jazz also highlights her passion for promoting women in tech and the significance of mentorship, allyship, and sponsorship.
Highlights:
00:00 Introduction and Guest Welcome
00:47 Global Trends in Financial Services
02:39 Innovation at Wells Fargo
05:53 The Middle Path to Innovation
12:54 Operationalizing Innovation
14:00 Measuring Innovation Success
19:35 Diversity, Equity, and Inclusion
21:34 Advice for Startups
23:24 Personal Insights and Career Advice
26:42 Conclusion and Final Thoughts
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Where to find Jazz:
https://www.linkedin.com/in/jazzsamra/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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In this special U.S. Election Day episode of Good Revenue, we revisit one of our most popular episodes, diving deep into why traditional lead generation strategies often fall short for many organizations. The discussion is led with passion and backed by data, aiming to inspire conversations among CFOs, CEOs, and board members about building more efficient and customer-friendly business models. Key topics include the complexities of customer acquisition, the inefficiencies of traditional lead gen frameworks, and the shift towards more customer-centric approaches. Thought leadership, trust-building, and adapting KPIs to better serve your audience are emphasized as crucial steps for modernizing go-to-market strategies. Tune in for actionable insights on navigating today's challenging and crowded markets.
Highlights:
00:00 Introduction and Context
00:58 Challenges in Traditional Lead Generation
02:45 Defining Lead Generation and Demand Generation
03:43 Popular Lead Generation Frameworks
05:22 The Salesforce Model and Its Impact
08:03 Issues with Current Lead Generation Assumptions
09:40 Consequences of Ineffective Lead Generation
14:23 Changing Buyer Behavior and Sales Challenges
26:51 Strategies for Effective Go-to-Market Models
29:09 Validating and Segmenting Your Market
34:45 Building Trust Through Thought Leadership
40:12 Adapting Business Goals and Metrics
42:33 Conclusion and Final Thoughts
Resources:
Slides
Youtube video
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Host Neeta Bidwai unpacks the science behind effective messaging, and its critical role in influencing customer perceptions and willingness to pay. She discusses the importance of data-driven messaging, emotional engagement, framing, laddering, narrative storytelling, and language choice. Neeta highlights key studies and research that underscore the effectiveness of these strategies in B2B and consumer markets. The episode includes practical tips for crafting compelling messages that enhance brand value and pricing power, as well as an effective approach to testing and delivering customer-insights focused messages for maximum impact.
Highlights:
00:36 The Importance of Messaging in Pricing
02:32 Common Messaging Pitfalls
04:14 The Science Behind Messaging
07:35 Applying Messaging Science
07:47 Framing: Shaping Perceptions
11:01 Laddering: Connecting Features to Emotions
13:49 The Power of Narrative
16:00 Language: The Right Words Matter
19:13 Testing and Refining Messages
20:23 Delivering Your Message
21:54 Conclusion and Key Takeaways
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Luke Cooper, General Partner at Latimer Ventures, shares his inspiring story of resilience, entrepreneurship, and community impact.
Growing up in poverty in Bridgeport, Connecticut, Luke has transformed into a successful founder and investor, guiding others through the challenges and opportunities in the world of startups. He reflects on how his early life experiences shaped his approach to risk-taking, value creation, and mental health. Transitioning from an M&A lawyer to a successful entrepreneur, Luke founded a cybersecurity startup that achieved significant returns by focusing on exit strategies from the start — unusual for many venture-backed firms. He emphasizes the role of skepticism in business and highlights the challenges faced by black and brown founders, advocating for a human-centric approach to venture capital. Key topics include the evolving market post-COVID-19, balancing economic mobility with realistic returns, and leveraging diverse perspectives as strengths in high-performing companies. This episode provides practical insights into navigating today's investment landscape by emphasizing adaptability, and aligning investor and founder values.
Highlights:
00:44 Luke's Origin Story
03:21 The Journey to Entrepreneurship
11:49 Building and Selling a Cybersecurity Company
16:56 Insights on Risk and Growth
17:45 The Importance of Exit Strategy
23:33 The Challenges of Multi-Tasking in Startups
24:13 Focusing on Customer Needs
25:21 Transition to Investor Insights
25:43 Critique of Traditional Venture Capital
28:45 Innovative Fund Management Strategies
31:44 Navigating the LP Landscape
33:27 Realistic Investment Returns
37:16 Operationalizing M&A in Fund Management
40:45 Current Market Concerns and Future Outlook
43:39 The Importance of Culture in High-Performance Companies
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Where to find Luke:
https://www.linkedin.com/in/lukecooperbaltimore/
https://www.latimer.vc/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Mike Maynard, the CEO of Napier Group, a UK-based PR and marketing firm, shares his experience in M&A and crisis communications, including his own acquisitions record.
Mike discusses effective M&A strategies, integrating processes and cultures, and the pivotal role of marketing and communications in successful mergers in B2B tech companies. The conversation highlights the importance of client retention, customer-centric approaches during acquisitions, and the value of transparent communication. Mike shares valuable lessons from brand integrations and real-life B2B crisis management, emphasizing brand authenticity, customer trust, and adaptability in driving business success.
Highlights:
00:39 Mike's M&A Journey
02:37 Client Retention and Business Growth
03:44 Lessons from M&A Experiences
05:28 Integration Planning and Execution
07:47 Brand Management in Acquisitions
12:18 Case Studies: Microchip's Acquisitions
15:33 Customer Focus in Acquisitions
17:07 The Role of CFOs in M&A
17:40 Cultural and Financial Success in M&A
19:23 Brand Equity and Reputation Management
20:34 Navigating B2B Crises
23:42 Export Controls and Tech Companies
26:13 Effective Crisis Communication
30:15 The Self-Directed Buyer Journey
34:20 High Performance Organizations
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Where to find Mike:
https://www.linkedin.com/in/mikemaynard/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Host Neeta Bidwai explores what differentiates high-performance companies from average performers through discussions with experts from past interviews. Key takeaways include the importance of being outcome-oriented rather than just focusing on output, fostering a growth mindset with openness and flexibility, the significance of an ethical and data-driven approach, empowering employees, maintaining a strong company culture and vision, understanding customer needs, and having diverse expertise in leadership.
Highlights:
00:17 Chris Jones on Product Alignment and Outcomes
02:53 Shinyoung Park on Growth Mindset
05:00 Matt Moscardi on Embracing Criticism and Metrics
06:34 Gina Kim on Employee Empowerment
07:04 Greg Stein on Culture and Vision
08:26 Michele Maguire on Knowing Your Customer
09:12 Heather Spilsbury on Board Expertise
10:46 Jennifer Krusius on Customer Feedback and Data
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://www.goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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J Li is a partner at Prototype Thinking Labs and a champion of a road-tested approach to product development and problem solving. The episode covers the firm's unique methodology that boosts confidence levels in ideas from 10-40% to 60-70% through focused experimentation and iterative testing. J Li emphasizes the importance of addressing the neglected early stages of product development, the significance of understanding the 'tango' or core interaction in testing, and shares examples like the 'Uber for dogs' app and a scalable HVAC software project. The conversation also highlights the distinction between early-stage and high-confidence experiments, and how the lab helps businesses mitigate risk by validating crucial elements early on.
Highlights:
00:31 Understanding Prototype Thinking
03:07 The Confidence Metric
05:38 Stages of Product Development
10:00 Case Study: Uber for Dogs
16:12 Case Study: BannerTech's HVAC Solution
20:53 Building Together: The Power of Listening
21:08 Unexpected Sales from User Tests
21:47 Challenges in Technician Testing
22:16 Creative Solutions for Technician Feedback
24:41 Redesigning the Technician App
25:08 Insights and Outcomes
25:32 Approaching User Testing
27:44 The Value of Enterprise User Testing
30:29 Critique of Landing Page and AB Testing
34:31 The Importance of Understanding Users
37:44 Practical Advice for User Testing
38:49 Final Thoughts and High Performance Insights
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Where to find J:
https://www.linkedin.com/in/jfanli/
https://prototypethinking.io/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Host Neeta Bidwai breaks down how permission structures are vital in shaping public opinion and facilitating behavioral changes necessary for adopting new business models, strategies, and products. Examples include cloud computing, mobile payments, subscription models, sustainable products, telehealth, and electric vehicles. The episode explores the theory of cognitive dissonance and how it relates to permission structures, providing historical political examples and numerous business-related case studies. Practical techniques are discussed as tools for creating ethical and effective permission structures.
Highlights:
00:00 Introduction to Permission Structures
01:28 Understanding the Theory Behind Permission Structures
01:50 Political Examples of Permission Structures
03:16 Business Applications of Permission Structures
06:10 Internal Organizational Changes and Permission Structures
07:57 Techniques for Creating Ethical Permission Structures
12:27 Conclusion and Final Thoughts
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Joyce Cacho is a global expert in supply chain, financials, and risk management, and an experienced member of both public and private company boards.
Joyce is a sought-after figure for driving growth in complex environments, and she emphasizes the importance of questioning assumptions and leveraging key indicators to foster business growth. She stresses the necessity of balancing short-term needs with long-term vision and the role of intentionality and discernment in strategic decision-making. The conversation also touches on the importance of aligning company policies with financial statements and the economic value of diverse perspectives in operations and board service. Joyce provides insights into effective governance, board oversight, and the critical role of boards in successful M&A strategies and in achieving sustainable growth.
Highlights:
01:31 Embracing Complexity and Growth Indicators
04:22 Intentionality in Business Strategy
07:29 Aligning Policy with Financial Statements
19:31 The Importance of Diverse Perspectives
25:12 Board Service and Governance
29:06 M&A Strategy and Board Oversight
33:41 The Role of AI in Business
37:52 High Performance Companies
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Where to find Joyce:
https://www.linkedin.com/in/joycecacho/
themarque.com/profile/joyce-cacho
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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John Driver is the inspiring CEO of Lynx Technology, the board chair of 50/50 Women on Boards, and a champion for mission-driven corporate service.
John shares his experience acquiring Lynx from an international parent corporation while serving as its COO. John details the process, the challenges faced, and the ultimate success of the acquisition. He also discusses his extensive board service, including his roles on public company and nonprofit boards, and highlights the importance of diverse perspectives in optimizing value creation and corporate governance. John provides valuable advice for entrepreneurs and executives on leadership, resilience, and making the most of unexpected opportunities.
Highlights:
00:19 The Origin Story of Lynx Technology
01:37 The Process of Selling the Company
03:23 Considering Becoming the CEO
05:43 Securing the Acquisition
09:18 Navigating International Challenges
18:05 Board Service and Leadership Insights
21:51 The Importance of Diversity and Inclusion
22:23 The Economic Value of Diverse Perspectives
23:13 Innovation and Creativity Through Diversity
23:42 Better Decision Making with Diverse Teams
24:23 Increased Market Reach and Employee Performance
25:23 Enhanced Reputation and Risk Management
27:05 Real-World Example: The McDonald's Happy Meal Problem
29:17 Choosing Mission-Oriented Board Positions
32:41 Mentoring and Promoting Board Diversity
39:52 Finding Diamonds in the Rough
41:52 The Power of Belief and Culture in Organizations
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Where to find John:
https://www.linkedin.com/in/johndriver/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Joyce Chung is an accomplished executive who has launched, led, and consulted for high-growth businesses in the U.S., Europe, Latin America, and Asia with 100 global innovation and consumer insights studies under her belt.
Joyce discusses her journey from advertising to brand strategy and growth, emphasizing the importance of storytelling and consumer insights. She highlights the challenges practitioners face in aligning data with business outcomes, and the significance of engaging with the right stakeholders. The conversation explores the evolving role of brand equity, its impact on business valuation, and the necessity of brand consistency. Joyce shares insightful examples from her work with major brands like Apple, Nike, and Salesforce, illustrating how foundational consumer insights can drive innovation and brand positioning. She also underscores the critical role of leadership in successfully implementing brand strategies and transformations.
Highlights:
02:34 The Importance of Insights in Business
05:27 Consumer Insights and Product Development
08:51 Brand and Intangible Assets
13:55 Case Studies: EcoSense and Nike
25:25 The Role of Brand Voice
30:00 High Performance Companies
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Where to find Joyce:
https://www.linkedin.com/in/joycechung1/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Dexter Hardy, founder of Ntegral, breaks down his transformative pivot from a services business to a highly successful product company during the COVID-19 pandemic.
Dexter shares how Ntegral leveraged the global reach of a hyperscaler platform (Microsoft Azure) to transform the business model from in-person consulting to scalable dev ops software solutions. He discusses focusing on product innovation, branding, and community involvement led to exponential growth across 150 countries in just a couple years. Dexter also touches on the importance of integrating security into products and the challenges of maintaining high standards in diverse market segments. Key takeaways include the significance of adaptability, the strategic use of hyperscaler platforms, and the impact of genuine community engagement on business success.
Highlights:
00:21 Ntegral's History and COVID-19 Impact
01:33 The Pivot: From Consulting to Consulting 2.0
03:17 Scaling the Business and Hyperscaler Relationships
04:36 Productization and Value Proposition
08:10 Community Involvement and Social Impact
08:51 Global Expansion and Operational Challenges
10:25 Refining the Business Model
15:13 Balancing Different Market Segments
19:41 Future Plans and Exit Strategy
25:52 Advice for Entrepreneurs
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Where to find Dexter:
https://www.linkedin.com/in/dexter-hardy/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Ashton Belk, President of Huebner Marketing, discusses the critical role of brand equity in manufacturing mergers and acquisitions. Ashton outlines the multifaceted nature of brands, which encompass identity, values, reputation, and emotional connections with audiences. Key takeaways include: the definition of brand equity as a reason customers choose one brand over another, the necessity of integrating brand strategy during due diligence to avoid the 'cost of delay' and ensure smoother acquisitions and higher long-term value, the importance of strategic communications, proactive planning, and understanding brand value early in the M&A process for maximizing success and growth.
Highlights:
00:32 Understanding Brand and Brand Equity
01:30 Brand Equity in M&A and Private Equity
04:26 Strategic Communications for Corporate Acquirers
07:32 Case Study: Bag of Parts
10:33 Managing Brand Integration and Equity
20:58 The Cost of Delay in Brand Integration
26:34 Proactive Brand Strategy in Private Equity
35:46 Conclusion and Key Takeaways
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Where to find Ashton:
https://www.linkedin.com/in/ashtonbelk/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Regina García Cuéllar is the former Chief Commercial Strategy Officer at izzi, the second-largest telecom company in Mexico.
Regina discusses the unique challenges and opportunities in developing markets across the telecom, financial services, and energy sectors, including Citibanamex and Pemex. She shares insights on balancing short-term and long-term goals in family-owned businesses, the impact of political systems on business operations, and the significant role of customer-centric strategies in regulated industries. Topics also include the benefits and hurdles of nearshoring for Mexico, the importance of diverse perspectives in boardrooms, and real-life examples of implementing successful customer experience transformations. Regina provides valuable advice for CEOs and boards on being open to different opinions and the critical role of data analysis and high-quality talent in achieving high performance.
Highlights:
00:44 Challenges and Opportunities in Developing Markets
03:16 Public vs. Private Sector Dynamics
06:42 Nearshoring and Regional Differences in Mexico
09:43 Transforming Pemex: A Case Study
14:54 Customer Centricity in Banking
26:10 Diversity in the Boardroom
Resources:
50/50 Women on Boards
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Where to find Regina:
https://www.linkedin.com/in/regina-garcia-cuellar/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Host Neeta Bidwai concludes a 2-part episode explaining why traditional lead generation models are failing, and what to do about it. You can find the full episode, along with all the slides, on our Youtube channel.
Part 2: Building off the data and market dynamics discussed in last week's episode, host Neeta Bidwai discusses the challenges faced by organizations in reaching and influencing customers and emphasizes the need to design a system tailored to their specific customer base. Neeta advocates for designing a custom go-to-market system tailored to an organization’s customer base, price point, and mission. The four essential elements of this model include continuous validation of the target audience, mining unique customer insights, facilitating independent buyer learning, and revising KPIs and metrics. Key points include validating the target audience over time, mining unique customer insights, unbundling marketing and sales efforts, and changing KPIs and metrics to reflect current realities. She also stresses the importance of thought leadership and educational content in building trust, competitive advantages, and accelerating the buying process. Effective messaging, segmentation, and the need for regular customer insights programs are discussed as critical components of a successful go-to-market strategy.
Highlights:
00:42 Designing a System for Your Organization
01:18 Core Elements of a Go-to-Market Model
01:25 Validating Your Target Audience
01:42 Mining Unique Customer Insights
01:51 Unbundling Marketing and Sales
02:30 Changing KPIs and Metrics
03:03 Customer Segmentation and Validation
04:07 Understanding Value and Pricing Fit
08:37 Building Trust Through Thought Leadership
09:42 Effective Content Strategies
14:05 Aligning Business Goals and Metrics
17:25 Q&A Session
25:10 Conclusion and Final Thoughts
Resources:
Full episode video & slides (Youtube)
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Host Neeta Bidwai deep dives into a 2-part episode explaining why traditional lead generation models are failing, and what to do about it. You can find the full episode & slides on the Good Revenue Youtube channel.
Part 1: Neeta analyzes the complexity, inefficiency, and unpredictability of moving prospects through traditional lead generation funnels. Key frameworks such as 'Predictable Revenue,' 'HubSpot's inbound methodology,' and 'SiriusDecisions' are examined to illustrate their evolution and limitations in today’s crowded market. Significant challenges include higher acquisition costs, complex media landscapes, and a shift in media consumption. Customer dissatisfaction is rising, and there's a notable shift towards self-serve purchasing, rendering traditional sales interactions less desirable. Declining capital efficiency in enterprises is also an important factor driving the critical need for business models that can adapt to these new market conditions. These structural issues have massive implications for go-to-market: the data shows a significant portion of sales efforts fail due to buyer indecision, suggesting a need for sales teams to shift from pushing for urgency to ensuring buyers feel secure in their decisions.
Highlights:
00:44 Current Market Challenges
02:33 Understanding Lead Generation
03:36 Frameworks and Models
05:06 Predictable Revenue and Salesforce
08:04 Lead Generation Assumptions and Challenges
11:23 Customer and Market Dynamics
19:45 Sales and Buyer Behavior
25:14 Conclusion and Recommendations
Resources:
Full episode video & slides (Youtube)
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://goodrevenue.io/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Jim Stevenson is an expert in complex business turnarounds, restructuring, M&A, and value optimization. Jim highlights the importance of understanding company culture and focusing on internal gaps between functional teams, emphasizing that these are often where issues arise. Aligning company objectives, focusing on strategy, and fostering a healthy culture are key to successful transformations. Jim recounts his first turnaround experience and other notable projects, including a successful turnaround at Marks & Spencer and the U.S. launch of The Guardian. He explains that de-risking a business should not focus solely on cost-cutting but rather on delivering value to customers, which naturally leads to revenue growth and cost efficiency. Jim discusses the significance of integrating customer feedback into business strategies to ensure customer-centric growth and emphasizes company culture is the bedrock of any successful transformation and that learning from mistakes is crucial for high performance.
Highlights:
00:15 Jim Stevenson's Background in Turnarounds
02:10 Identifying Company Culture Issues
03:32 The Role of OKRs and Agility
06:36 Common Mistakes in Turnarounds
14:06 The Marks & Spencer Turnaround Story
19:20 Breaking Traditional Mindsets
20:16 De-Risking and Cost Management
23:20 Customer-Centric Business Strategies
23:58 Restructuring for Customer Focus
29:32 Launching The Guardian in the U.S.
34:00 The Importance of Company Culture
36:20 Learning from Mistakes
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Where to find Jim:
https://www.linkedin.com/in/jimstevenson/
https://www.bletchleygroup.com/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://dfnstrategy.com/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Todd Horvitz is the Insights leader of HP's $35B Personal Systems Division. Todd shares his extensive experience from previous roles at Kantar, Disney, and Wells Fargo, emphasizing the importance of staying current in the rapidly evolving tech industry through accelerated innovation. He describes his role in integrating global insights across HP's Personal Systems and Print divisions, touching on the challenges of balancing data-driven insights with strong business opinions. Todd also offers valuable examples of leveraging insights for business impact, discusses the evolving role of UX research, and emphasizes AI's role in marketing, product strategy, and market research. By sharing techniques like co-creation, customer advisory boards, and emerging AI tools, Todd highlights the necessity of agility, collaboration, and constant innovation in insights. Lastly, he delves into the importance of work culture, customer centricity, and employee engagement for high-performance companies.
Highlights:
00:59 Staying Current in the Fast-Paced Tech Industry
02:39 The Misunderstood World of Insights
03:55 Leveraging Insights at Leading Brands
06:41 Challenges and Failures in Insights
09:01 The Role of UX Research in Market Insights
14:12 Innovative Tools and Techniques in Market Research
16:43 The Impact of AI on Market Research
22:53 Ethical Considerations in AI and Technology
24:51 Exploring AI and Fraud Detection
25:23 The Evolution of AI and Rapid Innovations
26:15 Trends in the Research Industry
26:27 The Democratization of Market Research
28:05 Challenges in Survey Engagement
29:38 Effective Research Strategies
34:12 The Importance of Customer Centricity
38:43 Adapting Work Culture in Modern Times
43:18 Key Traits of High-Performance Companies
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Where to find Todd:
https://www.linkedin.com/in/toddhorvitz/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://dfnstrategy.com/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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Jina Kim is a customer experience leader, an early employee of Carta, and an advisor helping firms build customer-first systems. She discusses how her diverse background has shaped her proactive approach to customer success, emphasizing the importance of structured learning, leveraging product insights, and the role of trust in managing confidential client information. She outlines the differences between traditional customer success models and the innovative strategies at Carta, highlighting the importance of becoming a trusted advisor through deep subject matter expertise. Jina also explores the challenges and solutions in aligning company departments, especially in startup environments, and the significance of documentation, emotional intelligence, and a customer-centric culture in building successful customer success teams.
Highlights:
01:43 Customer Success at Carta
04:50 Challenges in Customer Success
08:42 Organizational Dynamics and Leadership
13:01 The Role of VCs and Investors
31:25 Importance of Documentation and CS Infrastructure
38:41 Empowering Employees
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Where to find Jina:
https://www.linkedin.com/in/jinakim/
Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://dfnstrategy.com/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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It's critically important to validate value from the customer's perspective. Data from Forrester's annual CX benchmark index shows a startling decline in customer experience across 223 brands and 13 industries. Key findings from 98,000 U.S. customers include a general decline in customer experience quality and a notable discrepancy between companies' perception of being customer-obsessed and customers' actual experiences. The episode underscores the necessity for businesses to clearly understand and validate what customers value to improve their offerings and optimize customer satisfaction. The discussion concludes with strategies for redefining business models and enhancing customer support to foster better customer relationships and drive business performance.
Highlights:
00:18 Forrester's Customer Experience Benchmark
00:37 The Decline in Customer Experience Quality
01:46 The Disconnect Between Companies and Customers
02:41 Understanding and Validating Value
03:47 The Importance of Customer-Centric Value
04:10 Benefits vs. Value
05:10 Unlocking Mutual Value
Resources:
Forrester CX Benchmark Index
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Where to find Neeta:
https://www.linkedin.com/in/neetabidwai/
Where to find Good Revenue:
https://dfnstrategy.com/goodrevenue
Hosted on Acast. See acast.com/privacy for more information.
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