Predictable B2B Success

Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions, is on a mission to turn customer service into a profit center but faces the challenge of overcoming organizational data silos, outdated CX tools, and prioritizing customer pain points to create a frictionless customer experience. You will learn how to create a customer service culture that will lead to growth and profitability. "If you invest money into customer service, customer experience, you're going to have longer retention tails and you're going to have, what did you say, 160% of revenue versus competitors. If you're willing to invest those two to $3, you're going to get $10 to $12 in output." - Jonathan Shroyer Jonathan Shroyer is the Chief Customer Experience Innovation Officer for Arise Virtual Solutions and has over 20 years of experience in the customer experience space. He is a big contributor in creating an advanced virtual first customer care platform for some of the biggest brands in the world, including Microsoft, AutoDesk, Postmates, and Caban. Jonathan Shroyer, the Chief Customer Experience Innovation Officer for Arise Virtual Solutions, has been in the gaming space for more than 10 years. He believes that gaming is at the forefront of all the great adoptions of future innovations and that customers need support and service. Jonathan has developed a way to mathematically prove that customer experience can be a profit center and not just a cost center. He has created a Customer Outcome Score and focuses on four or five metrics including customer satisfaction and product adoption and retention. By using leading indicators in this way, customer service teams can be nimble and take action in real time to generate profit and ensure customer satisfaction. In this episode, you will learn the following: 1. How can companies turn customer experience into a profit center? 2. What are the challenges faced by organizations while trying to create a frictionless customer experience? 3. How can companies use metrics to measure customer outcomes and optimize customer experience?

Uncover how combining innovative culture with traditional marketing strategies can skyrocket your growth! You will learn how to use an innovative work culture, what it takes to really listen to customers, and use old-school marketing strategies to skyrocket your growth! "With anything I do, I like doing things differently, and quite frankly, I love doing things better. So that's one of the objectives we try to seek whenever we pick a type of business to get into." - Ross Youngs Ross Youngs is a successful entrepreneur and CEO of Univenture, a full service designer, manufacturer, and distributor of packaging and marketing products. He has been an entrepreneur since 1988 and has received multiple grants from the US Air Force, NIH, DARPA, and APA. He is an expert in creating innovative direct mail solutions used by major clients such as Target, Mercedes Benz, Disney, and American Express. Ross Youngs is an innovative entrepreneur who has created an innovative mail solution used by companies like Target, Mercedes Benz, Disney, and American Express. Ross believes in differentiating products to stand out in the mail pile, and his company, Univeenture, manufactures a bioplastic envelope called the Envypack that works in mailhouse and postal automation.  Ross emphasizes that a successful business needs an innovation culture and the ability to listen to customers and focus on outcomes that serve customers best, rather than just cutting costs. He encourages businesses to experiment and test with direct mail to see the potential it can have in bringing in quality customers at a lower cost. In this episode, you will learn the following: Could using old-school direct mail marketing strategies still be effective in today's tech-driven world?What is the power of differentiation when it comes to direct mail marketing?How can businesses use innovation to bring higher response rates and sales?

Colin Shaw is the founder of Beyond Philosophy LLC, a customer experience company that has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years in a row. Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers'. He has written seven best-selling books on Customer Experience. Colin is also the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout. In this episode, he shares how we can create delightful experiences for businesses that drive growth. Insights he shares include: The four areas we need to understand and have a handle on in order to improve the customer experienceWhy asking customers what they want or need isn't a good idea and what to do insteadHow to build relationships to further customer experienceHow to take a data-driven approach to improve the customer experienceHow to get the customer experience insights you needHow to determine the emotions experiences evoke in customersHow to best utilize insights and data to improve the customer experienceand much much more ...

Dan Varroney is the President and CEO of Potomac Core, a strategic consulting firm that specializes in association transformation and industry-focused strategic partnerships, and the author of Reimagining Industry Growth: Strategic Partnership Strategies in an Era of Uncertainty). Dan is a much sought-after expert on economic performance, supply chain issues, and strategic partnerships. His groundbreaking book demonstrates how utilizing these institutional frameworks can help business leaders leverage the collective strength of the supply chains and value chains to overcome challenges, address uncertainty, mitigate risks, and position their industries for growth.  Dan has spent 30 years successfully transforming Trade Associations. Those transformations were rooted in this simple philosophy: We should act on what we know instead of what we think As the world continues to reel from COVID, countless industries are left uncertain about the future. Because of this chronic uncertainty, leveraging all avenues means that industries need to look beyond traditional growth solutions. One area that provides a tremendous opportunity is optimizing strategic partnerships between industries and trade associations among business executives. In this episode, he shares how we can use powerful strategic partnership strategies to drive industry growth. Insights he shares include: Why do certain parts of the marketplace believe that from a trade association perspective that an Inside Out focus is the way forward for industriesWhat does it take to bring about a change in perspectiveThe place of change management in the process of bringing about a change in perspectiveDo we need inspiration? If so how can we find it despite the circumstancesThe advantages to developing insatiable curiosityHow do we explore the potential strength and value of partnerships with trade associations to move the needle for entire industries? Is there a framework we can useWhat strategic partnerships look like from a trade association point of viewRisk minimization through strategic partnershipsand much much more ...

Lowell is the CEO & Founder of Traction Advising which specializes in helping B2B SaaS companies with >$5M ARR get acquired. Lowell’s been a Co-founder/CEO/Chairman, COO of a $120M public company, Startup CRO, and Global VP Rockwell. He’s a Global Mentor, Investor, Board member, and CEO coach. His current business Traction Advising was started out of his frustration when he was in a buyer’s position. The investment banker model uses accounting/finance people trying to sell. “No one hires accountants to sell products so why hire them to sell a company?” Selling/Marketing a small SaaS company is more like selling a technology product than selling a financial instrument. With the company's buying/selling experience of more than 30 organizations, he knows what internal stakeholders need to approve a transaction. As a founder/CEO he knows what it’s like to start up a company, build a product, hire employees, raise money, find customers, keep them happy and make payroll. He leverages this experience to craft acquisitions that get the best outcome for the founders/investors structured to maximize success. In this episode, he shares how we can position our business for greater traction and to drive growth. Insights he shares include: Why do business owners want bankers to help to drive the sale of their businessWhy having bankers drive the process is wrongWhy relationships matter and how to best build themMisconceptions or stumbling blocks when it comes to evaluating a companyFactors most businesses do not take into consideration when selling a businessFinancial vs. Strategic: Understanding why SaaS buyers buyApart from due diligence when buying a SaaS business what technical aspects Lowell keeps an eye out forand much much more ...

Darryl Praill is the Chief Marketing Officer of Agorapulse, a social media marketing platform. Darryl is a high-tech marketing executive with over 25 years of experience spanning startups, re-starts, consolidations, acquisitions, divestments and IPO's. He has been widely quoted in the media including television, press, and trade publications. He is a guest lecturer, public speaker, and radio personality and has been featured in numerous podcasts, case studies, and best-selling books. Praill is a former recipient of the coveted Forty Under 40 Award and has held senior executive roles in leading companies including Sybase, Cognos (now IBM), webPLAN (now Kinaxis), and CML Emergency Services (now AIRBUS). He has raised over $50 million in venture funding across multiple organizations and consulted with world-class corporations including Salesforce, SAP, and Nielsen. In this episode, he shares how we can use soft leadership skills to empower teams and drive growth. Insights he shares include: The biggest challenges with revenue growth for companies in the B2B spaceThe place for soft leadership skills for today's executive leadership teamsIs revenue growth the by-product of a handful of attributes? If so what are theyWhat does it take for a CRO to be successful todayIs there a correlation that can be drawn between how tasks are executed and the manner in which leaders develop relationships in and out of a teamHow to build psychological safety in conversations with othersHow to better understand people's motivations in their roles and responsibilitiesDarryl's take on experiential learning in the context of leadership developmentHow best to tackle revenue growthand much much more ....

Zino Rost van Tonningen is the CEO of TyrAds, a marketing agency that aims to help increase the growth of your mobile apps as well as ensure that the apps are being recommended to its target users.  Zino has 8+ years of experience and a proven track record of building and growing 8 fig businesses across the globe. He has worked with many Fortune 500 companies and helped them succeed with their app marketing. He has managed 7 figure marketing budgets for apps worldwide and effectively achieved client CPAs. Zino's company builds its own automation technology for advanced marketing automation. In this episode, he shares how we can use data to fuel app marketing strategies that drive growth. Insights he shares include: Why do some companies prefer to go with a no-risk CPA model as part of their app marketing strategiesCPA model vs CPM modelHow to approach developing your app marketing strategies when starting outWhy first-party data is going to be really importantHow to set up and prepare for first-party data now to mitigate the risks associated with upcoming changesThe role of programmatic advertising in your app marketing strategiesHow programmatic advertising worksHow to set up programmatic advertising using data to make it really work well for youand much much more ...

Satyam Kantamneni is the Chief Experience Officer at UXReactor. In less than 7 years, UXReactor has become the fastest-growing specialized experience design firm in the US, with a team of 50+ employees spread over three continents. Prior to founding UXReactor, Satyam led various in-house design organizations such as Citrix and PayPal. He is also an alumnus of Harvard Business School. While at Harvard, Satyam realized that most businesses aren’t leveraging the full power of User Experience (UX) Design as an engine for strategic growth. So, he resolved to change that. Through UXReactor, Satyam demonstrated that UX can and should drive enterprise-wide innovation and business outcomes. UXReactor has enabled its clients-partners to generate hundreds of millions in additional revenue from user-centered innovation. Satyam is passionate about user-centered innovation and he is the author of the book titled User Experience Playbook: A Practical to Fuel Business Growth. In this episode, he shares how we can use experience transformation to get the x-factor required to drive growth. Insights he shares include: Why do certain companies get high value from a design-first approach as opposed to othersThe issues that prevent companies from gaining high value from experience transformationWhy experience transformation requires a design first approachWhy is design neither hard nor easyHow UXReactor addresses not just UX but processes and aspects of cultureThe 3 levels of value creationThe best ways to address experience transformation issues at an executive levelSmall design changes vs big design changesThe five mindsets required for business successand much much more...

Ben Jones is the founder of Titan Marketers and Youth in Business, his core business is to skyrocket sales for his customers through YouTube advertising. He has over seven years of digital marketing experience. He is a serial entrepreneur and international keynote speaker with YouTube advertising being his specialist subject.  In this episode, he shares how we can use YouTube TV ads to reach our audience and drive business growth. Insights he shares include: Why do people think YouTube ads are expensiveAre YouTube TV ads a good fit for most businessesThe benefits of advertising on YouTube TVDo need to build a narrative to make YouTube TV ads effectiveHow to structure your adsHow to target the right people via YouTube adsand much much more ...

Dr. Chris Croner is an entrepreneur and sales psychologist with a Ph.D. in Clinical Psychology, which he has used to study and understand salespeople.  Dr. Croner is co-author of the book, Never Hire a Bad Salesperson Again, detailing his research and practice in identifying the non-teachable personality traits common to top producers. Dr. Croner developed the proprietary DriveTest® online sales ability test and The Drive Interview®, both used for hiring “Hunter” salespeople. Using this method, he has helped over 1,000 companies worldwide to hire and develop top-performing salespeople. Dr. Croner has served as an adjunct faculty member at the Chicago School of Professional Psychology, teaching personnel selection in the Industrial Psychology Master of Arts program. Dr. Croner is an active member of the Consulting Section of the Illinois Psychological Association and former Co-Program Chair of Chicago Industrial/Organizational Psychologists (CIOP). Dr. Croner is also a partner with the DePaul University Center for Sales Leadership. In this episode, he shares how we can go about hiring salespeople who have the potential to be top producers who will drive growth. Insights he shares include: Why do many businesses believe that gut instinct alone is a good way to go about hiring salespeopleWhy ask a series of structured questions that pertain to a specific competency when hiring salespeopleWhy the need for achievement should play an important role in hiring salespeopleThe 3 characteristics or traits to look for in hunter salespeopleHow to look for predictors of future behaviorHow to expose guarded truths when interviewing potential salespeopleThe place for probation in the hiring processand much much more ...