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Customer Conversations
By Sean Boyce and Stuart BalcombeTechnology
Customer Conversations episodes
- Data driven decision making with Uber Eat’s Chip Koziara
Chip is the Manager of Strategy and Planning at Uber Eats. He has tremendous experience in pricing and partnership strategy. Here are just a few of the topics we discussed in this episode:
- Being data driven with your team
- When do you know when you have enough data and are ready to make a decision
- Using search data to augment your inventory of customer selection
- How to make the business case once you have the data
- How to get started with data driven decision making
Resources
- Chip’s website
- Subscribe to Chip's Newsletter
Getting in touch with Chip
- Connect with Chip on LinkedIn
28 min - Customer led growth with Elevate’s Claire Suellentrop
Claire is the Co-Founder of Elevate & Forget the Funnel. She has tremendous experience in SaaS marketing and growth. Here are just a few of the topics we discussed in this episode:
- What customer-led growth means and how to nail it
- The difference between customer-led and product-led
- The importance of creating the experience the customer needs
- How to get started leveraging customer insights
- How to think about the volume of customer insights you need
- Getting started with better understanding your customers
Connecting with Claire
- Elevate
- Forget The Funnel
- Follow Claire on Twitter
32 min - Why you need qualitative data to improve your product with Delighted’s Caleb Elston and Charles Studt
Caleb Elston is the Co-Founder and CEO of Delighted. Charles Studt is Head of Marketing at Delighted. Together they make a rockstar team of experts passionate about making your product better through customer feedback. Here are just a few of the topics we’ll discuss in this episode:
- The awesome story of how Delighted started
- Why you should dog food your own product (dogfooding)
- How to build a B2B product with a B2C mindset (and the pros & cons of this strategy)
- Why you need more than NPS data
- The importance of qualitative data to drive your product forward
- How to increase the mindshare of your team by getting to the customer
- Why Delighted funnels customer data back into their Slack account
Resources
- Back to business from Delighted (Free resources, thanks Delighted!)
Reaching out to the Delighted team
- Email the team at [email protected]
Bonus Tip - “A ton of value lies with your customer success team” - Caleb Elston
46 min - The power of customer research with the author of The Mom Test Rob FItzpatrick
Rob Fitzpatrick is a serial entrepreneur and author of the classic customer research book, The Mom Test. Rob talks to us about the importance of customer research as it applies to your business through the various stages of growth. Here are just a few of the topics we’ll discuss in this episode:
- The incredibly cool story of how The Mom Test came to be
- Conducting customer research through different stages of growth
- Overcoming objections to customer research
- How to make customer research a routine
- Why sales is all about having learning goals
- The importance of forming organizational habits
Resources
- The Four Steps to the Epiphany by Steve Blank
- Never Split the Difference by Chris Voss
- This is Marketing by Seth Godin
- The Mom Test by Rob Fitzpatrick
Reaching out to Rob
- Follow Rob on Twitter
- Connect with Rob on LinkedIn
- Send Rob and email at [email protected]
42 min - Rapidly iterating to engaging content with VideGro’s Jenko Kent
Jenko Kent is the founder and creative director at VideGro and has spent almost a decade directing and creating engaging video content that drives serious ROI for DTC brands. In this episode, Jenko shares:
- Why rapid iteration beats perfect planning for creating content.
- The process VideGrow uses go drive outsized returns for brands.
- The types of video content best suited for each stage of your customers journey.
Resources
- VideGro Website
Reaching out to Jenko
- Email Jenko at [email protected]
- On Twitter @JenkoKent
30 min - Building the marketing machine with Act-On’s David Greenberg
David Greenberg is the SVP of Marketing at Act-On Software. David shares more about his background and how he wound up helping companies like Act-On grow successfully through marketing. Here are some of the highlights of what you can expect in this episode:
- What marketing can do to optimize your sales funnel
- Why you need qualitative data from your customer to make improvements in sales, marketing and product
- How to manage a co-hort of users to get regular feedback about your product
- What you need to do to build a marketing machine that works for your company
- How customers want to make purchasing decisions today
Resources
- Act-On Content Library
- Act-On Blog
Reaching out to David
- Connect with David on LinkedIn
34 min - What marketing can do to optimize your sales funnel
- Using customer insights to level up your content strategy with Adrienne Barnes
In this episode we’re joined by Adrienne Barnes. Adrienne is a B2B SaaS Content Marketer and strategist who’s advised and written for top B2B SaaS companies including Stripe, Drift, and Demio. She is also the founder of Best Buyer Personas. We discussed:
- Why it’s important to know the relationship your customers have with your company?
- How to apply what you know about customers to your content?
- How to get started with customer research?
Resources
- How SaaS Marketers Can Get Buy-In on Qualitative Research Projects
Connecting with Adrienne
- Reach out on Twitter
- Adrienne’s personal website
33 min - Why it’s important to know the relationship your customers have with your company?
- Why sales is all about creating customer value with Louis Nicholls
In this episode we’re joined by Louis Nicholls. Louis is the founder of Sales for Founders, SparkLoop and several successfully exited companies. He’s also the author of the Social Proof Handbook. We discussed:
- The importance of understanding your customers goals
- Creating shared success plans for customers- Why sales calls are the fastest way to learn about your early customersResources
- Sales for Founders- Sales Survival GuideReaching out to Louis
- Follow Louis on Twitter- Check out SparkLoop- Email [email protected]32 min - The power of personalization with Scout’s Jordan Crawford
Show Highlights
- Personalization is all about who you are targeting
- Everything starts with identifying and solving the customer pain points
- “Once you can target, the world changes for you”
- Nailing down an effective process to enable you to move into new segments
- Learn more about the future of personalization
Resources
- Send with Scout Blog
Reaching out to Jordan
- Sendwithscout.com
- Connect with Jordan on LinkedIn
- Email Jordan at [email protected]
33 min - Personalization is all about who you are targeting
- Building better products with intentional experiments with FYI’s Hiten Shah
Hiten is a prolific SaaS founder of companies including Kissmetrics and Crazy Egg and is now working on FYI. He also runs Product Habits to help other founders develop the habits they need for success. In this episode, Hiten shares:
- His framework for identifying product ideas worth pursuing,
- How to identify what your customer really want.
- What Hiten has learned from David Cancel about different go to market strategies.
- Why continuous testing drives increased product value.
Resources
- Product Habits
- Building an MVP for FYI in 5 days
Reaching out to Hiten
- Reach out on Twitter or sign up for FYI
35 min - His framework for identifying product ideas worth pursuing,
About Customer Conversations
From the publisher's feed
Sean Boyce and Stuart Balcombe interview the world's leading marketing, growth and product experts to learn more about how they make products customers love.