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In this episode of the Revenue Builders Podcast, hosts John McMahon and John Kaplan discuss the critical intersection of sales and technical resources with seasoned IT and engineering professional Keith Textor. They explore the nuances of role delineation between sales and technical teams, the importance of a well-defined sales process, and strategies for shaping customer objectives and managing expectations. The conversation dives into the art of leveraging technical expertise to drive business outcomes, the challenges of Product Led Growth (PLG), and effective ways to recognize and reward technical contributions. With valuable insights and real-life examples from their experiences, they provide a comprehensive guide to enhancing collaboration between sales and technical teams for improved customer success.
ADDITIONAL RESOURCES
Connect and learn more about Keith Textor:
https://www.linkedin.com/in/keithtextor/Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:02:05] Role Delineation: Sales vs Technical Resourcess
[00:02:49] Understanding Customer Requirements
[00:06:33] Effective Demonstrations and Building Champions
[00:14:59] Navigating Remote Sales Dynamics
[00:27:22] The Importance of Sales Process and Qualification
[00:39:09] Navigating Company Dynamics
[00:39:49] Understanding the Right Audience
[00:40:19] Challenges in Selling CAD Software
[00:42:13] Driving Organizational Change
[00:46:47] The Role of Sales Engineers
[00:48:36] Aligning Sales Process with Customer Needs
[00:56:32] Recognizing Technical Contributions
[01:10:27] Leveraging Telemetry for Customer SuccessHIGHLIGHT QUOTES
[00:26:13] "Your first job is to go sit down with your sellers, go introduce yourself, and get into as many meetings, as many demos, as many things you can."
[00:49:32] "If your process allows for things like that to happen, you're never going to scale."
[01:03:52] "There's a risk/reward difference in personalities." -
In this short segment of the Revenue Builders Podcast, Sasha Anderson, Global Head of Customer Success at Canva, shares her insights on crafting a scalable customer success strategy, emphasizing the importance of input metrics over output metrics. She discusses how defining clear roles, responsibilities, and competencies within customer success teams can lead to better performance management and improved outcomes like net dollar retention (NDR). Whether you're a leader building a CS team or refining an engagement model, this episode provides actionable advice to drive success.
KEY TAKEAWAYS
[00:00:29] Insights from Sasha Anderson on Customer Success
[00:01:14] Challenges in Customer Onboarding and Specialization
[00:02:37] Importance of Clear Roles and Responsibilities
[00:03:19] Metrics for Performance Management
[00:05:41] Effective Customer Engagement Strategies
[00:07:16] Diagnosing Business Issues in Customer SuccessHIGHLIGHT QUOTES
[00:01:28] "That's probably too many things for one person to be doing."
[00:02:47] "You can’t performance manage unless people know exactly what they’re supposed to be doing."
[00:03:53] "You need to provide the team with structure around the inputs they need to hit to achieve those output metrics."
[00:07:16] "When roles are clearly defined, it’s easier to diagnose where the problem lies."Listen to Sasha Anderson’s Full Episode Here:
https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-teamEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging
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George Conrades, the Former CEO of Akamai Technologies and Current member of Oracle’s Board of Directors joins John Kaplan and John McMahon for a conversation on leadership. Conrades is the author of ‘On Being a Leader’ where he shares how to inspire and guide others toward a common purpose.
He’s mentored countless leaders at all levels and across diverse industries, experiences and backgrounds. He shares his experience in this candid conversation.
ADDITIONAL RESOURCES
Connect and learn more about George Conrades:
https://www.linkedin.com/in/georgeconrades/Be sure to check out his book, On Being A Leader. All the proceeds go to the Akamai Foundation that supports STEM education in grades K-12.
https://www.amazon.com/dp/B0DF6NVQ3VEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:02:06] Insights on Leadership from George's Book
[00:04:13] The Power of Effective Listening
[00:08:38] Inclusiveness and Team Building
[00:17:08] Navigating Change as a Leader
[00:20:05] Transactional vs. Transformational Leadership
[00:22:55] Balancing Management and Leadership
[00:24:28] Understanding Competence and Commitment
[00:28:09] The Importance of Being Present
[00:29:02] Leveraging Team Strengths
[00:33:54] Loving People: The Heart of Leadership
[00:37:16] Leadership Development Insights
[00:38:23] The Power of Authenticity
[00:39:03] Self-Awareness in Leadership
[00:39:36] The Impact of Words and Actions
[00:44:38] Recruiting the Right People
[00:50:55] Creating Clarity and Setting Goals
[00:52:53] Accountability and Team Dynamics
[01:00:04] Guiding Principles and Urgency
[01:01:35] The Importance of HumilityHIGHLIGHT QUOTES
[00:02:10] "Leadership is not about your title. Leadership is about your intention and actions."
[00:02:35] "Absorb uncertainty. Great teams, full of wonderful people, can't stand ambiguity."
[00:06:42] "To be present shows that you care, and that's a big emotion."
[00:34:19] "Your whole job as a leader is to inspire others to do their very best. The measure of your personal leadership success is leaving behind even better leaders."
[00:35:04] "You need to be vulnerable because you're going to ask questions that will expose you as a leader who doesn't know the answer."
[00:36:41] "Great leaders are made, not born." -
In this short segment of the Revenue Builders Podcast, Brian White shares his perspectives on team motivation and leadership. Brian White, the running backs coach at Bowling Green State University, discusses the invaluable lessons learned from losses, the importance of the human touch in coaching, and the significance of building accountability and selflessness within teams. He elaborates on his coaching philosophy, which includes connecting deeply with players, understanding their backgrounds, and emphasizing the core values of gratitude, grit, and selflessness. White also recounts lessons from his mentor Joe Moore and explains his approach to fostering team spirit and individual excellence.
KEY TAKEAWAYS
[00:00:50] Lessons from Wins and Losses
[00:01:20] The Importance of Human Connection in Coaching
[00:01:58] Reaching Players' Genetic Ceilings
[00:02:36] Connecting with Players on a Personal Level
[00:03:18] Feeding Players: A Coaching Strategy
[00:06:35] Core Values: Gratitude, Grit, and Selflessness
[00:07:28] Balancing Individuality and Teamwork
[00:08:29] Mantra for Success: Play Hard, Fast, and Be a Great TeammateHIGHLIGHT QUOTES
[00:01:13] "The most important thing you learn through the losses is that the human touch is the most important component."
[00:01:25] "If you have the ability to touch people in a way that they'll relate to, you're going to drive your productivity through the roof."
[00:03:13] "People want to be touched and they want you to get involved with them."
[00:08:37] "Play as hard as you can, as fast as you can, for as long as you can, and be a great teammate."
[00:10:20] "You can be the greatest talent in the world, but if you can't get anybody to follow you, that's a problem."Listen to Mark’s Full Episode Here: https://revenue-builders.simplecast.com/episodes/harnessing-the-power-of-coaching-with-brian-white/
Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4
Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/
Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging
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In this episode, we bring you snippets of several conversations that focused on Customer Success. Listen as John Kaplan and John McMahon talk with Sasha Anderson, the Global Head of Customer Success at Canva, Dan Barrett the Executive VP of Customers at MongoDB and Allison Pickens Co-Author of the Customer Success Economy.
[00:00:13] Sasha Anderson on Customer Success and Consumption Pricing
[00:06:30] Dan Barrett on Customer Expectations and Value Demonstration
[00:16:35] The Importance of Customer Success in Reducing Churn with Alison PickensDon’t miss the full episodes featuring our guests:
Allison Pickens: https://revenue-builders.simplecast.com/episodes/mastering-the-art-of-customer-success-with-allison-pickens
Sasha Anderson: https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-team
Dan Barrett:
https://revenue-builders.simplecast.com/episodes/the-right-hire-for-customer-success-with-dan-barrett
Additional Resources
Force Management’s Customer Success Playbook:
https://www.forcemanagement.com/driving-renewals-and-nrr-with-customer-successEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book, The Qualified Sales Leader: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064
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In this episode, John Kaplan and John McMahon talk through their key takeaways from the most popular episodes in our Revenue Builders Archive. We compiled our top five shows based on listener data - tune in as our hosts talk through the following conversations and lessons learned:
[00:03:03] The Difference Between Managing and Leading with Jeremy Duggan, President and Board Member at Multiverse.
[00:09:27] Sales Best Practices with Mark Wendling, VP of WW Data Cloud Sales at Snowflake.
[00:12:54] Sales Stages and Exit Criteria, with Brian McCarthy CRO at Rubrik.
[00:19:36] Business Value Assessments, with Doug May SVP of Productivity at Harness.Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book, The Qualified Sales Leader: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064
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In this short segment of the Revenue Builders Podcast, Mark Roberge shares some thoughts on AI and how to think about using it to innovate business, rather than automating isolated tasks. It’s part of a larger episode with John Kaplan and John McMahon.
KEY TAKEAWAYS
[00:00:25] How AI Disrupts Legacy Thinking: Relying on established systems and resources will lead to failure; companies must rethink from scratch.
[00:01:41] Big Companies Resist Disruption: Internal power dynamics often prevent large companies from embracing necessary innovation.[00:03:13] AI's Shortcomings in Sales: Many companies focus on automating tasks rather than considering the full customer experience.
[00:05:09] AI Co-pilot Concept: Current AI tools are overly iterative, with most companies simply aiming to boost productivity, not revolutionize.
[00:05:57] Future of Work with AI: The potential for billion-dollar companies with minimal employees raises questions about capitalism and job creation.HIGHLIGHT QUOTES
[00:00:46] Mark Roberge on Innovation: "The minute you say, ‘How can we leverage what we already have?’—game over."
[00:01:41] John McMahon on Company Resistance: "The people in power won’t give in easily to disruptions that challenge their status."
[00:03:57] Mark Roberge on AI's Shortcomings: "Co-pilot is the pets.com of this era. It’s iterative. It’s not revolutionary."
[00:05:57] Mark Roberge on Future Jobs: "AI will lead to the first billion-dollar company with two employees."Listen to Mark’s Full Episode Here: https://revenue-builders.simplecast.com/episodes/innovation-growth-and-failure
Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging
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In this episode, John Kaplan and John McMahon talk through each stage of sales management and the important responsibilities that must be mastered at each role.
From first-line manager to second-line to VP of Sales and all the way up to the CRO, they tackle the key responsibilities at each role and the key factors that go into coaching and developing their teams at every stage. It’s a great discussion on how these leadership roles intertwine with the ultimate goal of building a system for revenue success.
ADDITIONAL RESOURCES
Check out John McMahon’s book, The Qualified Sales Leader: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064
Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Force Management’s Manager Enablement Resources: https://hubs.li/Q02Vt_xM0
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:01:02] Key Responsibilities of Sales Reps
[00:03:46] Challenges of First Line Sales Managers
[00:07:03] Territory Management and Fairness
[00:11:35] Recruiting and Developing Talent
[00:19:46] The Role of Second Line Managers
[00:36:07] A Learning Experience in Management
[00:38:07] The Impact of Attrition on Sales
[00:41:12] Why Sales Reps Fail
[00:50:28] The Importance of Time Management
[00:55:01] Responsibilities of a CRO
[01:04:32] Critical Metrics for Sales SuccessHIGHLIGHT QUOTES
[00:07:01] "Management needs to have deep insights into the accounts and the reps. Without that, it's all just guesses." – John McMahon
[00:18:16] "If you're a good recruiter, you meet spouses and friends of your hires. You have to zip them up in a body bag if you fail them, and that's serious." – John Kaplan
[01:13:37] "Critical activities, proactive processes, and understanding why we're measuring people on these metrics are key components for driving success." – John Kaplan
[01:12:51] "It's all about building and maintaining a collective sense of urgency and careful management of quotas and recruiting timelines." – John McMahon -
In this episode, John Kaplan and John McMahon are joined by Devavrat Shah, CEO and co-founder of Ikigai Labs and MIT professor, to demystify the rapidly evolving landscape of artificial intelligence. The conversation spans a wide array of crucial AI topics including the history and applications of AI, causal inference, explainability, and the integration of AI into sales and forecasting processes. Key highlights include the role of AI in consumption pricing, business model transformations, and job market impacts. Shah underscores the importance of governance, ethical use, and education in AI, offering valuable insights into AI tools from Ikigai Labs and their practical implementations in sectors like healthcare, supply chain, and BFSI. The discussion concludes with a focus on the explosive growth of AI, urging businesses to invest in internal education and to approach AI adoption with a 'proof of value' mindset for sustained success and global upskilling.
ADDITIONAL RESOURCES
Connect and learn more about Devavrat Shah:
https://www.linkedin.com/in/devavrat-shah-63b59a2/Learn more about AI through Ikagai Academy: https://www.ikigailabs.io/ai-academy
Check out Force Management’s guide on implementing AI for B2B Sales teams: https://hubs.li/Q02TG4tZ0
Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:03:02] History and Evolution of AI
[00:06:21] Understanding AI Terminology
[00:18:37] The Role of Explainability in AI
[00:26:45] AI in Consumption Pricing and Forecasting
[00:33:33] Future Possibilities and Implications of AI
[00:35:58] AI's Role in Healthcare and Decision Making
[00:37:08] Human-Machine Interaction and AI
[00:38:29] Embracing AI Tools in Daily Life
[00:40:33] Challenges and Governance in AI
[00:42:44] The Importance of AI Governance
[00:49:10] Introduction to IKIGAI Labs
[00:54:13] AI's Impact on Industries and Consumers
[01:01:18] The AI Revolution: Why Now?HIGHLIGHT QUOTES
[00:03:15] "AI, statistics, machine learning, data science, for me, all of those terms have intimate relationships." – Devavret Shah
[00:04:32] "Humans primarily do two things really well: mind and muscle." – Devavret Shah
[01:00:27] "Don't just rush into AI because it's cool. Carefully choose where you go." – Devavret Shah
[01:00:51] "Have internal champions who should be educated in terms of how to use AI." – Devavret Shah
[01:04:13] "It's time to just upskill a little around AI so that we are not left behind." – Devavret Shah -
The best sales kickoffs are planned in a way that aligns with the company’s strategic goals and sets your revenue teams up to execute successfully. In this segment, John Kaplan and John McMahon talk through the importance of demonstrating the opportunity your company is providing your revenue teams and why committing their time to your organization is going to be worth it.
Force Management’s Sales Kickoff Resources:
Five must-dos for leaders on SKO planning: https://hubs.li/Q02SpNpS0
Ultimate Sales Kickoff Resource Guide: https://hubs.li/Q02Qr2B80Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4Check out Force Management’s Ascender platform here: https://my.ascender.co/Ascender/
Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging
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In this episode, John Kaplan and John McMahon are joined by return guest Keno Helmi, a seasoned five-time CRO, to delve into the nuances of negotiation in B2B sales. Keno offers insights into effectively managing price perception and ensuring the customer's focus remains on the value of the solution, rather than cost. With a focus on crafting an impactful ROI and leveraging business cases, Keno highlights the importance of negotiation as a competency requiring strategic planning and training. Tune in to hear a detailed overview of Keno's negotiation protocol, which includes qualifying negotiation conditions, understanding the customer's alternatives, and the importance of preparing for trade-offs to secure a favorable deal.
ADDITIONAL RESOURCES
Connect and learn more about Keno Helmi: https://www.linkedin.com/in/keno-helmi-74779329/
Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:01:07] Kino Helmi's Career Journey
[00:02:05] The Importance of Early Negotiation
[00:04:51] Characterizing Your Product as Premium
[00:08:03] Handling Pricing and Value Discussions
[00:12:24] The Role of Discovery in Negotiation
[00:26:12] Budgetary Pricing and ROI
[00:33:32] Navigating Late-Stage Sales Challenges
[00:35:04] The Importance of ROI in Negotiations
[00:40:35] Mastering the Art of Shock and Awe
[00:41:53] Qualifying the Negotiation
[00:43:34] Leveraging Non-Price Elements
[00:44:37] Aligning Sales Reps and Company Goals
[00:56:31] Establishing a Walkaway PointHIGHLIGHT QUOTES
[00:09:25] "Negotiation is a process, not an event."
[00:35:47] "Ultimately, you're going to be judged relative to the ROI."
[00:41:04] "Shock and awe: No matter what the counter proposal is, fall out of your seat; provoke a reaction."
[01:00:13] "Every great deal has a thousand mothers and fathers to it. Everybody signs up and says, 'Oh, we were part of that deal.' Every bad deal is a rep on an island." -
In this curated episode of the Revenue Builders Podcast, John McMahon and John Kaplan are joined by sales veteran Tammy Sexton, currently CRO at Aerospike, discussing the crucial transition from being an account executive to a first-line manager. Tammy emphasizes the common pitfall of new managers acting as 'super reps' by trying to sell in their style rather than coaching their teams. She shares insights on empowering sales reps, recognizing individual strengths, and fostering lasting behavioral changes through effective coaching. The conversation highlights the importance of not overshadowing AEs in client interactions and allowing them to enjoy the critical negotiation phases. Tammy provides strategies to help new managers succeed in their roles and drive revenue goals without undermining their team's potential.
KEY TAKEAWAYS
[00:00:45] Transitioning from AE to First Line Manager
[00:01:26] Avoiding the Super Rep Trap
[00:03:46] Effective Coaching Strategies
[00:04:11] Empowering Your TeamHIGHLIGHT QUOTES
[00:01:43] "Managers need to recognize when they're becoming super rep and when they're doing their AEs' job for them, as opposed to coaching them."
[00:01:59] "Sometimes letting them just fall off once is not a bad thing either."
[00:03:50] "Telling them what to do is never really effective. Asking them questions so that they figure out that they could be doing something differently themselves - that's when you're going to actually have a change that's going to be a lasting change in their behavior."
[00:04:21] "The most important person at the account is the rep and you're disrespecting the rep in front of the customer, you're not giving any power to the AE."
[00:05:09] "Taking that fun part away from them makes them not want to be on your team anymore."Listen to the full episode through this link:
https://revenue-builders.simplecast.com/episodes/showing-value-as-a-sales-leader-with-tammy-sexton/Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging
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In this episode, John Kaplan and John McMahon are joined by Bill Binch, a seasoned sales leader and Operating Partner at Battery Ventures. Together, they explore Bill's extensive career, beginning at major companies like Oracle and PeopleSoft, moving to startups such as Marketo, and eventually stepping into the VC world. Bill shares key lessons on effective sales management, transparent leadership, and strategic hiring. He also emphasizes the importance of consistent messaging, proactive problem-solving, and the integration of new technologies like AI in achieving revenue goals. This episode provides practical insights into growing within the sales domain, understanding the motivations behind career transitions, and the roles of anticipation and deliberate growth for CROs looking to evolve into advisory or operating positions within investment firms.
Tune in and learn more on this episode of The Revenue Builders Podcast.
ADDITIONAL RESOURCES
Connect and learn more about Bill Binch:
https://www.linkedin.com/in/bill-binch-302a4a2/Listen to Bill's podcast:
https://podcasts.apple.com/gb/podcast/sound-bites-with-bill-binch/id1732334718
Read Bill's Content:
https://www.battery.com/blog-author/bill-binch/
Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:01:33] Lessons from Oracle and PeopleSoft
[00:04:32] Purposeful Career Moves and Sacrifices
[00:09:02] Navigating Career Challenges and Mentorship
[00:13:05] The Importance of Learning and Patience
[00:32:19] Transitioning to Smaller Companies
[00:45:57] Transparency and Community Building at Marketo
[00:47:13] Simplifying the Message: A CRO's Skill
[00:48:48] Recruitment Challenges and Strategies
[00:51:55] Building a High-Performance Sales Team
[00:52:37] The Importance of Employee Value Proposition
[00:55:47] Traits of Successful Sales Reps
[00:59:28] The Role of a CRO in a Startup
[01:01:07] Navigating the CRO-CEO Relationship
[01:05:25] Forecasting and Accountability
[01:09:48] Transitioning to an Operating Partner Role
[01:18:43] Advice for Aspiring CROs and Board MembersHIGHLIGHT QUOTES
[00:02:28] "People that raise their hands and say the word yes, opportunities open up for you when that happens." — Bill Binch
[00:10:50] "Learn, earn, and return. And you don't ever stop; as you grow, you acquire more of those stages." — Bill Binch
[00:11:00] "So it starts with learning your craft, learning your skill, getting good at something." — Bill Binch -
In this curated episode of the Revenue Builders Podcast, John McMahon and John Kaplan are joined by Hollie Castro, a seasoned Chief People Officer and business transformation expert. Hollie delves into the importance of fostering deeper, more meaningful connections with team members to enhance leadership effectiveness. By understanding your people’s strengths, motivations, and cultural backgrounds, leaders can create more cohesive and innovative teams. Hollie shares her own experiences, emphasizing curiosity, empathy, and how to navigate diverse teams to achieve transformation. Tune in to discover practical tips on building trust, hiring strategies, and the role of selfless leadership.
KEY TAKEAWAYS
[00:01:20] Emphasizing customer-centricity across an organization is crucial for success, but not always a prevalent mindset.
[00:02:05] Leaders must cultivate curiosity to understand their team's deeper motivations and perspectives.
[00:03:00] Misunderstanding cultural norms can hinder leadership effectiveness—adjusting to audience needs is key.
[00:05:05] Hiring strategies should go beyond skills to include characteristics that complement and balance the team.
[00:08:03] Diverse perspectives drive innovation—leaders should embrace differences rather than surround themselves with like-minded people.
[00:09:51] The huddle analogy highlights the importance of fostering selfless teammates rather than selfish individuals.HIGHLIGHT QUOTES
[00:02:05] "As a leader, getting really curious about the individual in front of you, in a way that is respectful, but maybe goes a layer deeper than we went 10 years ago."
[00:03:46] "The more information I have about my audience, the better communicator I'm going to be."
[00:05:54] "Bringing in a new mindset to a team can either enhance or detract—leaders must assess team composition carefully."
[00:09:29] "If you look around and everyone looks, talks, and sells like you, there's probably an area of opportunity you're missing."
[00:10:35] "The huddle knows. If you’re selfish, the huddle won’t accept it."Listen to the full episode through this link:
https://revenue-builders.simplecast.com/episodes/hiring-in-the-post-covid-19-era-with-hollie-castroEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/Read Force Management's eBook:
https://www.forcemanagement.com/roi-of-sales-messaging -
In this episode, John Kaplan and John McMahon are joined by Sasha Anderson, Global Head of Customer Success at Canva and customer success management (CSM) expert to explore the evolving role of CSMs in sales organizations. The discussion covers whether CSMs should be more commercially focused or technical, based on product complexity and pricing models. Sasha emphasizes the importance of driving customer value and usage, especially in consumption-based models where revenue is tied to product usage. The conversation also delves into the challenges of specialization, the need for alignment between sales and CS teams, and the importance of performance metrics and operating rhythms. Practical advice is provided on building a high-performance culture within CSM organizations. This episode is a must-listen for leaders aiming to optimize their customer success strategies.
Tune in and learn more on this episode of The Revenue Builders Podcast.
ADDITIONAL RESOURCES
Connect and learn more about Sasha Anderson: https://www.linkedin.com/in/sasha-b-anderson/
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:00:43] The Evolution of the CSM Role
[00:01:32] Commercial vs. Technical Focus for CSMs
[00:02:22] Impact of Consumption-Based Models
[00:04:30] Challenges and Strategies in CSM
[00:08:47] The Shift from Customer Support to Business Partner[00:11:13] Aligning CS with Revenue Goals
[00:16:55] Building Strong Relationships Between CS and Sales
[00:19:42] The Importance of Customer Engagement Models
[00:28:58] Aligning Sales and Customer Success
[00:31:18] The Importance of Specialization
[00:31:55] Pros and Cons of Specialization
[00:34:52] When to Consider Specialization
[00:38:11] Performance Management in Customer Success
[00:46:51] Building a High-Performance Culture
[00:48:55] Operating Cadence in Customer SuccessEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0
HIGHLIGHT QUOTES
[00:28:47] "Tight handoffs are so important...if you don't understand that there's a competitor sitting right there that understands it and they're willing to take advantage of that opportunity."
[00:49:21] "The whole point of the operating cadence is a couple different things: everyone should know what's expected on them on what cadence too."
[00:52:12] "If you want one of these roles in CS, in today's environment, you better know how to communicate up."
[00:53:28] "As a CS leader, you're responsible for owning the narrative with your C suite, with your customers, with your board about what's happening in the business. And if you don't own the narrative, somebody else is going to own it for you." -
This short segment comes from our recent episode on Reasons Deals Don’t Close with Force Management’s Anne Gary. Today’s conversation focuses specifically on metrics - how to align them to your buyer and why reps often struggle with getting this critical information from the customer.
Be sure to check out the full episode with Anne here: https://revenue-builders.simplecast.com/episodes/key-reasons-deals-dont-close
Don’t miss Force Management’s webinar on Building Consensus with Metrics. It’s geared towards reps and front-line managers. Share it with your teams. Here’s the link to sign up: https://hubs.la/Q02PG1Cf0
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If you’re beginning to plan next year’s sales kickoff, this episode is a must-listen. John Kaplan and John McMahon talk about what the best SKOs do and how to structure the event so it’s meaningful, motivating, and focused on execution.
Force Management has a list of free resources to help you align your SKO to your growth strategy. Check them out here: https://hubs.li/Q02Qr2B80
Also check out the podcast on building alignment with partners featuring Mongo DB’s Alan Chhabra: https://hubs.li/Q02Qr7Wn0
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In this episode of the Revenue Builders Podcast, John McMahon and John Kaplan dive deep into the mechanics of closing high-stakes deals with industry experts Carl Froggatt and Joe Lynch. Drawing from their experience at Deep Instinct and Citibank, Carl and Joe discuss how leveraging expert knowledge—what Kaplan calls the "100-pound brains"—is crucial for aligning stakeholders, solving business problems, and ensuring successful deal outcomes. Learn how to strategically engage these experts early in the sales process and navigate complex client environments like Citibank. This episode offers actionable insights for anyone involved in enterprise sales, focusing on building strong internal and external champions.
KEY TAKEAWAYS
[00:02:09] The importance of understanding that companies like Citibank buy technology to solve business problems, not because it's "cool and flashy."
[00:03:21] Building strong internal champions is as vital as having external champions. Relationships and sweat equity matter.
[00:04:38] Similar-sized customers in the same vertical generally have the same needs, but their maturity levels can vary greatly.
[00:06:20] Collaboration with key stakeholders to prioritize and validate business goals is crucial for successful pilot outcomes.HIGHLIGHT QUOTES
[00:02:09] "Citi's not going to buy technology because it's cool and flashy; they're going to buy it to solve a business problem."
[00:03:21] "Internal champions are just as important as external champions—building that personal and professional relationship is key."
[00:06:20] "We just had so much data and due diligence, with champions like Carl helping us validate what really hits the nail on the head."Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/Read Force Management's eBook:
https://www.forcemanagement.com/roi-of-sales-messaging -
In this episode, John McMahon and John Kaplan dive deep into the essential elements of navigating job transitions from the perspective of a candidate. They discuss how to sharpen your focus, effectively network, and manage your energy to ensure success when hunting for your next sales or leadership role. With practical insights from industry leaders, this episode provides listeners with actionable advice on how to align personal energy with career goals, tackle interviews, and differentiate between position and opportunity.
Tune in and learn more on this episode of The Revenue Builders Podcast.
HERE ARE SOME KEY SECTIONS TO CHECK OUT
[00:01:32] Understanding the importance of doing your homework before pursuing job opportunities.
[00:02:09] The importance of expanding your network discreetly and strategically.
[00:02:28] Energy management over time management: Focus on roles that energize you.
[00:03:12] How to assess if an opportunity aligns with your energy and long-term goals.
[00:05:03] Why prioritizing opportunity over position is crucial for long-term career growth.
[00:07:32] The significance of being able to recruit talent when interviewing for leadership roles.
[00:10:37] Treating interviews like sales calls: Ask great discovery questions and be a problem solver.
[00:11:06] Demonstrating your ability to solve problems the company is facing as a candidate.
[00:12:53] How to stand out during the interview process: A memorable story about silence, confidence, and a wink.HIGHLIGHT QUOTES
[00:02:28] “People talk about time management. I don't believe time management exists. What I believe in is energy management.”
[00:03:12] “You have to be honest about the things that give you energy and those that drain you.”
[00:05:50] “90 percent of the time, people pick the position over the opportunity, and two years later, they call me back saying I was right.”
[00:07:11] “When recruiting sales leaders, it’s not just about selling or managing—it's about who they can bring with them.”
[00:10:37] “Prepare for an interview like a sales call: Ask discovery questions and be a problem solver.”
[00:12:53] “To stand out, sometimes silence and confidence say more than words.” -
Thank you for listening to Revenue Builders. Listen to this brief message from John Kaplan.
Don’t miss Force Management’s upcoming webinar: Your SKO: Common Mistakes You Can’t Afford to Make. They’ll talk about how to get beyond the “event’ and use it to focus on year-long execution.
Sign up here: https://tinyurl.com/ndma6es7
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