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In the only podcast dedicated to the ‘Subscription Economy’, hosts Tom Krackeler and Rachel English talk to innovators, entrepreneurs, and analysts about the business shift towards recurring revenue.

Tom Krackeler
SVP of Products

Rachel English
Director of Customer Experience

LATEST EPISODES

Ep #21: Amy Konary

Amy Konary is Zuora’s VP of Customer Business Innovation and Chairperson of the Subscribed Institute. Amy has nearly two decades of experience advising companies on subscription strategies. Before Zuora she was an industry analyst with IDC, where she notably coined the term “SaaS” or “software as a service”. She launched the company’s SaaS practice and produced the industry’s first forecast. While at IDC, Amy also launched a research and advisory practice on subscription strategies.

We talk to Amy about the origins of the term “SaaS”, the Subscribed Institute, and subscription pricing strategies.

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Ep #20: Patrick Campbell

Patrick Campbell is the CEO of ProfitWell (formerly Price Intelligently), the software for helping subscription companies with their monetization and retention strategies. ProfitWell also provides free turnkey subscription financial metrics for over eight thousand companies. Prior to ProfitWell, Patrick lead Strategic Initiatives for Boston based Gemvara and was an Economist at Google and the US Intelligence community.

We talk to Patrick about the importance of value metrics, the role of monetization as a growth lever, and the complexities of subscription pricing and packaging.

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Ep #19: Nikhil Basu Trivedi

Nikhil Basu Trivedi is Partner at Shasta Ventures, leading investments in a variety of consumer-oriented businesses. He also has a strong interest in industries that have yet to be transformed for the better by mobile and web technology, including healthcare, education, energy, and the life sciences. Nikhil has co-sponsored many of Shasta’s investments since joining the team in 2012. In 2015, he was named to Forbes Magazine’s 30 Under 30 list for Venture Capital.

We talk to Nikhil about D2C business trends, the success of subscription business models, and metrics that matter to investors.

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Ep #18: Mark Settle

Mark Settle is a seven-time CIO with broad business experience in information services, enterprise software, consumer products, high tech distribution, financial services, and oil & gas. He has received multiple industry awards and is a three-time CIO 100 honoree. He’s currently the CIO of Okta.
Settle sits on the advisory boards of several Silicon Valley venture capital firms and pioneered the adoption of service management and cloud computing technologies within several large enterprises. He is the author of Truth from the Trenches: A Practical Guide to the Art of IT Management. Settle received his Bachelor’s and Master’s degrees from MIT and a PhD from Brown University. He is a former Air Force officer and NASA Program Scientist.

We talk to Mark on the evolving role of the CIO, business transformation challenges, and lessons learned from being the “the most experienced CIO in the world.”

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Ep #17: Magdalena Yesil 

Magdalena Yesil is the founder of Broadway Angels and the founding board member and first investor in Salesforce. She also recently joined the Zuora board of directors. Magdalena has been active in Silicon Valley for three decades. Most recently, she spent eight years as a general partner at the venture capital firm US Venture Partners (USVP), making investments in a broad spectrum of technology startups. She has been an early investor in over 30 companies. Prior to her investing career, Magdalena was a serial entrepreneur, founding two successful electronic commerce companies, CyberCash and MarketPay. She has a book coming out this October – Power Up: How Smart Women Win in the New Economy

We talk to Magdalena about the early days of the internet, investing in Salesforce, diversity in tech, and the future of the Subscription Economy.

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Ep #16: Judy Loehr 

Judy Loehr is Partner at CloudApps Venture Partners. Judy has over two decades of experience with business software spanning product, marketing, consulting and business development roles. A part of the early salesforce.com team, she went on to become one of the world’s leading marketing consultants for cloud business application companies. Judy has invested in some of the most successful SaaS companies and now focuses on early-stage cloud business application companies.

We talk to Judy about creative go-to-market strategies and the challenges and strategies for new SaaS business app marketplaces.

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PREVIOUS EPISODES

Ep #15: David Gee, CMO of Zuora
We talk to David about Zuora’s upcoming Subscribed conference, the first ever Subscription Economy Index, and lots more!

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Ep 14: Jason Pressman, Partner at Shasta Ventures
We talk to Jason on his confidence in the Subscription Economy, 2017 IPO trends, and what it takes to convince him to invest in a company.

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Ep 13: Todd Eby, Co-founder of SuccessHacker
We talk to Todd about the evolution of success hacking, Customer Success strategies, and lots more!

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Ep #12: Jason Lemkin, Founder of SaaStr and was co-founder and CEO of EchoSign
Jason discusses the evolution of SaaStr, company stages and successful SaaS growth strategies.

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Ep #11: James Allworth, former Director of Strategy at Medallia, and NYT best-selling author
We talk to James about ERP systems, financial and customer focused companies, and how the new economy calls for new measurement tools.

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Ep 10: Kevin Towes, Head of Business Development at Adobe Video and Advertising Solutions.
Kevin discusses the state of the media industry today, TV Everywhere and OTT Video business strategies.

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catherine-courage_docusign

Ep #9: Catherine Courage, SVP of Customer Experience at DocuSign
Catherine tells us about design thinking, its business value and how it impacts every department.

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Ep #8: Nils Vinje, Partner at Glide Consulting
Nils Vinje speaks on the evolution of customer success teams, the 4 Ps that are crucial to success and other best practices.

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Ep #7: Madhavan Ramanujam, Partner and Board member at Simon-Kucher & Partners
Madhavan discusses his new book, Monetizing Innovation and shares valuable pricing advice.

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Sam Jennings

Ep #6: Sam Jennings, NPG Music Club Designer
Sam spoke to us about launching and running the NPG Music Club with Prince, and the legendary musician’s relationship with his fans. We also look at what today’s music streaming services can learn from these early pioneers of the Subscription Economy!

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Ep #5: Jeff Potter, CEO of Surf Air
Jeff Potter on the disruption the subscription business model is causing in the traditional aviation industry, the difference between loyalty programs and memberships, the challenges of pricing for a new model and lots more!

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Ep #4: Amy Konary, Program Vice President at IDC
Amy Konary on the stages of the subscription business model, SaaS pricing strategies, and IoT monetization strategies.

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Tunguz

Ep # 3: Tom Tunguz, Partner at Redpoint Ventures
Tom Tunguz joins us to discuss pricing strategies, a single metric to measure SaaS company health (turns out his wasn’t acronym friendly!) and his new book Winning with Data.

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Anne Janzer

Ep #2: Anne Janzer, Author
Anne Janzer, author of the book Subscription Marketing: Strategies for Nurturing Customer in a World of Churnthrows light on the emerging field of subscription marketing and the nine circles of subscriptions hell (for real!).

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Dhaval Moogimane

Ep #1: Dhaval Moogimane, Partner at Waterstone Management Group
Dhaval Moogimane tells us why customer success is integral to every SaaS recurring revenue business!

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CUSTOMER SUCCESS RADIO

(Customer Success Radio was relaunched as the Subscribed Podcast to include all aspects of the Subscription Economy)

#25 Advice From The Chief (Customer Officer): Catherine Blackmore, Chief Customer Officer at Bluenose Analytics, joins us to talk about the evolution of Customer Success as both a practice and as a technology suite, plus the first time Tom came to pitch her a product.

#24: How to Solve For the Customer: Denis Pombriant, Managing Principal of Beagle Research, joins us to discuss the new field of Customer Science and how to operate a subscription business based on your customers’ “Moments of Truth”.

#23: Customer Success is Eating the World: Nick Mehta, CEO of Gainsight, talks about the emergence of Customer Success culture, the myth of unavoidable churn, and the Pittsburgh Steelers (okay Nick insisted on that last one).

#22: The Inside Scoop on Frontleaf Joining Forces With Zuora: Tien Tzuo, CEO of Zuora, joins us to talk about the acquisition of Frontleaf, how Zuora defines its 9 keys to customer success, and what’s coming next for the Subscription Economy.

#21: Live Chat as a Customer Success Channel: Ben Congleton, Co-Founder and CEO of Olark, explains why live chat is a critical communications channel for customer success, how to build a customer-centric culture in a remote team, and what the upcoming “phone vs chat” showdown is all about.

#20: Customer Success ModelsTomasz Tunguz from Redpoint Ventures joins us to discuss what models are working for structuring Customer Success organizations, for achieving negative net churn, and even for interpreting the Customer Success hints buried inside financial filings.

#19: Customer Success PlaybooksJay Nathan, VP of Customer Success at PeopleMatter, discusses how he uses repeatable playbooks to scale his company’s customer service efforts, plus how to strike the right balance between standardizing processes and allowing creativity from his team.

#18: Customer Success Enters the Boardroom: David Skok from Matrix Partners and creator of highly acclaimed forentrepreuners.com joins us to talk about the evolution of Customer Success as a strategy in SaaS, how it’s now taking over board meetings, and why HubSpot has the right idea.

#17: Hooked: How to Build Usage Habits In Enterprise SaaS CustomersNir Eyal, author of Hooked: How to Build Habit-Forming Products, discusses how Customer Success teams can utilize the concepts behind consumer products like Facebook, Google, and Instagram to help keep their customers on the right track.

#16: The Third Leg of the Customer Success Stool: Self-Service ResourcesAaron Fulkerson, CEO of Mindtouch, explains how the strategic use of self service content helps drive Customer Success and new sales.

#15: NPS – The Good, The Bad, and The Ugly: Tom and Rachel talk about how to add Net Promoter Surveys to your customer success toolkit, what are the “gotchas” to look out for, and give some practical tips on sending your very first NPS.

#14: Thriving in the Membership EconomyRobbie Baxter talks with us about her new book, The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue.

#13: When Customer Success Meets Product DevelopmentMarty Cagan shares how to build products that customer love, why saying “yes” to customer enhancement requests is not doing them any favors, and the state of the art in enterprise SaaS user experience.

#12: Drinking from the Firehose: Customer Success During HypergrowthKatie Rogers from Salesloft discusses how she built a customer success program while her company was growing 2000% last year. Plus she explains what a #LadyLofter is.

#11: Customer Success as Growth HackingRachel and Tom recap the lively Twitter chat we recently convened on #SuccessHacking — applying the principles of Customer Success to drive revenue growth.

#10: Lincoln Murphy Sounds Off On Customer Success: Lincoln Murphy joins us for a wide-ranging discussion of what’s happening in the world of Customer Success, why he’s happier when the focus is on (lowercase) customer success, and how to get it right even when it’s hard.

#9: Leveraging Exceptional User OnboardingSamuel Hulick joins us to discuss User Onboarding, how Slack totally nailed it, and what SaaS companies should learn from Super Mario.

#8: What to Look For in 2015Rachel and Tom discuss their favorite emerging practices for Customer Success, and highlight some companies that are leading the way.

#7 : What’s the Point of Relationship Marketing? Anthony Nygren from EMI Strategic Marketing joins us to demystify customer lifecycle marketing, explain why it’s a critical part of a Customer Success practice, and give a few tips on how to be one of the few SaaS companies that do it right.

#6: How Buffer Does Customer SuccessCarolyn Kopprasch, the Chief Happiness Officer at Buffer, shares the secrets of how Buffer took a freemium app and built a legion of highly committed customers.

#5: The Science of Customer RelationshipsEd Powers, from Service Excellence Partners, joins to discuss how the science of human relationships impacts your customer churn rate, and why you don’t need a degree in psychology to build better customer relationships.

#4: Marketing and Customer Success: Friends or Foes? Meg Murphy, CMO of Bigcommerce, joins us to talk about delighting customers at high volumes, whether to put more stock in customer usage data or survey responses, and why marketing should be the customer success team’s best friend.

#3: Want Customer Success? First Figure Out Training. Bill Cushard from ServiceRocket joins us to explain what makes for great customer training, what Cloudera and HubSpot are doing right, dealing with hecklers, and whether training is ever a “bad word”.

#2: Customer Success Traps and How to Escape ThemRachel and Tom discuss surprise churn, “Old School” CEOs, customer-product misfits, and other common traps that Customer Success teams fall victim to, plus some ideas for how to avoid them.

#1: So You Want to Build A Customer Success TeamFrontleaf co-founders Tom Krackeler and Rachel English talk about building their first customer success team from scratch, and some tricks for getting it right.

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