According to Ari Hoffman, customer success is kind of like being a professional sports coach. The coach's number 1 priority isn't to fill the stands with fans, help the team get new sponsors, or worry about the price of food at the concession stands — it's to help the players win games. Help the players succeed on the field (or court, or wherever they play). It's just one of the reasons why Hoffman, Customer Fanatic at MindTouch, spends his days listening to and sharing stories with customers, colleagues, other people in the tech industry, and even his friends and family. He wants to hear it all because he's curious about the stories that "engage people and raise the bar for everyone."
In the world of paid advertising, social media channels are a hard to be successful with. Mainly because we're not on social media looking for something to buy. Jessica McGlory, Director of Paid Social at Jellyfish, says the challenge with it is that you're interrupting someone's day, so it "better be something they want to see." Jessica joined Bill on Helping Sells Radio to talk about how paid ads really are good for B2B, why it's important to remember the people you're talking to, and the myth that advertisers are listening in to people through their smartphones without their knowledge (FYI, it really is a myth).
Companies know they should be using their data more effectively, but there's just so much of it that it's hard to know where to start. The biggest hurdle, according to Patrick Lawler and Dave Derington of Azuqua is that data is isolated in different areas of the company. The second is that no one has a good process to analyze the data they gather, so it just sits there, accumulating. "The idea of 'my data' can be daunting," Patrick said. "You'll make incremental strides if you just break it down into little chunks."