Value Builders

Is your product marketing team talking to customers? 

In this episode, Dave sits down with Brian Hall and Lauren Decker of Carema Consulting to unpack this very important strategic question and others while discussing the opportunity organizations have to capitalize on the power of product marketing and customer success collaboration.

What does customer success look like at a hyper-growth company like Gong?

Well, there’s nobody better to ask than Gong’s VP of Customer Success, Steve Sanchez. In this episode of Revenue Revolutionaries, Steve gives a peek into what has fueled the Gong business to greatness. He shares how creating raving fans is the #1 operating principle for the company alongside his charter to build customer loyalty through value delivery.

'Superpowers' have been a key ingredient to building Duke Energy’s strategic account management team and strategy.  On this episode of the podcast, hear Irvine Sloan, VP of Strategic Account Management at Duke Energy, share how he thinks about building the strategic account management team through a curated collection of skill sets to ensure his team is in the best position to serve and deliver value to customers.

With a relentless focus on being mission-driven, driving internal alignment, and putting value realization and outcome management in the heart of customer success strategy, Mary-Beth Donovan is pulling all of the right levers to help guide VMware’s digital transformation to the cloud.  In this episode, Dave sits down with Mary-Beth to discuss how she uses a core set of pillars to make sure her team, and VMware as a whole, has the right tools and knowledge to make customers successful.

In this episode of Revenue Revolutionaries, Dave had the unique opportunity to sit down with one of the co-creators of NPS, Richard Owen.  Richard has been working in the heart of customer experience for the majority of his career and is credited with materially advancing CX strategy through his NPS work.  In this discussion, Richard reflects on the evolution of NPS, the role it has served in shaping customer experience strategy, and the ways it can be used as a catalyst for CX innovation in the future.

What happens when a product-led organization finds success? Interestingly, the customer management strategy can go through a dramatic shift. In this episode, Dave talks with Airtable CRO, Seth Shaw about what it takes to put an organization in a better position for delivering value to customers when starting out as a product-led organization and culture.

Should Customer Success be rebranded as Customer Value? There is a growing trend shaping the next wave of customer success strategy that embraces this shift. Innovative customer success teams are working side by side with value realization teams to ensure customers are achieving their desired outcomes and receiving business value. Dave sits down with Natalie Fedie, Vice President of Customer Value at HighRadius to discuss this evolution within her organization.

Dave sits down with Ed Powers of Service Excellence Partners to unpack the role expectation setting plays in developing strong and successful customer relationships. Ed shares how neuroscience is a key contributor to determining the health and fate of a customer relationship and our ability to develop a productive success plan with customers.

Shifting from defense to offense is the name of the game in the outcomes economy according to Matt Myszkowksi. In this episode, Dave sits down with Matt to talk about the evolution business has gone through to create the outcomes economy and how innovation in customer management is necessary to effectively deliver value to customers in order to mitigate churn and cultivate growth.

In this episode, Dave sits down with Harvey Dunham of SAMA, Strategic Account Management Association, to discuss the idea of creating a central ‘dashboard’ to collaborate and work collectively with customers to co-create value.