PODCAST

Value Builders

MetaCX

The Value Builders podcast (formerly Revenue Revolutionaries) is an ongoing conversation about the evolving role of value creation in business relationships. Explore conversations with today’s most critical thinkers and innovative executives who are revitalizing the business community with cutting-edge leadership techniques, visionary commercial and social business models, outcome-based strategies, and community-changing initiatives all in the name of value building. Hosted by Dave Duke, Co-Founder of MetaCX.

Bill King of RiseNow on identifying and investing in strategic supplier relationships and the results that can follow when creativity, curiosity, and relationship building drive a supplier management strategy.
May 27 2022
Bill King of RiseNow on identifying and investing in strategic supplier relationships and the results that can follow when creativity, curiosity, and relationship building drive a supplier management strategy.
In this episode of Value Builders, Dave sits down with Bill King of RiseNow -  a foremost expert in sourcing, supplier management, and specifically supplier value management. They discuss the differences between the disciplines and break down how identifying strategic, and investing in, strategic supplier relationships can produce case study-worthy results.  Bill explains how he thinks about taking supplier relationships to a place of trust and creativity where ideas and recommendations fuel a path to business impact.  He also elaborates on his process for creating supplier scorecards to drive focus and shares how he once turned the tables on a supplier to drive a QBR discussion in order to bring more focus to what he cares about as a customer.   About Bill King Bill King is a senior director and heads RiseNow’s sourcing service line. He brings his proven track record for sourcing, client success and leadership skills. He is a recognized leader and visionary in spend management with over 20+ years of expertise in strategic sourcing, sourcing best practices, GPO/BPOs, contract management, contract development, supplier value management, project management and spend analytics. He has extensive experience in enabling technology to achieve best practices for his clients while also developing strategies to help them build powerful, strategic supplier partnerships.
Leslie Pagel of Authenticx on listening to understand, advocating for customers within a company, and embracing interaction data in the next wave of customer experience innovation.
Apr 22 2022
Leslie Pagel of Authenticx on listening to understand, advocating for customers within a company, and embracing interaction data in the next wave of customer experience innovation.
What does a customer-centric culture actually look like?  Leslie Pagel, CCO at Authenticx, knows firsthand what it means to develop a customer experience strategy that is truly customer-centric after spending the majority of her career developing industry-leading customer experience strategies.  In this episode of Value Builders, Leslie breaks down the two key principles of effective customer experience strategy - listening to understand and the responsibility of advocating for customers.  She elaborates on how these two key principles are essential for weaving the customer into the fabric of a company.  In the second part of the conversation, Leslie talks about the work she and the team at Authenticx are doing to innovate in the customer experience space.  Specifically, she explains the role interaction data plays in unleashing an understanding of customer behavior and emotions.  She speaks to the power of investing in understanding the dynamics of a customer conversation as a path to unlocking customer experience improvements and extrapolating the data to improve a business overall.   To round out the conversation Leslie explains the concept of The Eddy Effect and how Authenticx is using it to help customers get ‘unstuck’ in the development of their customer experience strategy.   About Leslie Pagel Leslie Pagel is the Chief Customer Officer at Authenticx, a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she leads efforts to work with Authenticx clients to advise and inform customer strategies. With over two decades of working with customer experience (CX) teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action.
Cassie Young of Primary Venture Partners on using customer success fundamentals to catapult a venture portfolio to success, why retention is the cheapest form of growth, and why the CCO is on a trajectory to be the new CRO.
Mar 18 2022
Cassie Young of Primary Venture Partners on using customer success fundamentals to catapult a venture portfolio to success, why retention is the cheapest form of growth, and why the CCO is on a trajectory to be the new CRO.
What does customer success look like at a venture firm?  A Chief Customer Officer turned venture partner, Cassie Young is tackling this question head-on as she brings her customer success strategy expertise to the world of venture capital through a unique operating model.  In this episode of Value Builders, listen to Cassie explain how Primary Venture Partners is taking a new approach to supporting its portfolio by leaning on customer success principles as a catalyst for portfolio success. She also details the importance of customer storytelling, understanding that retention is a growth catalyst for new business sales, and why she believes that the CROs of the future are the CCOs of today.    About Cassie Young As Primary's Operating Partner focused on go-to-market, Cassie helps founders and portfolio companies to build and scale their sales, marketing, and customer operations.After graduating from Duke (making her a life-long Blue Devils fan), Cassie began her career as an analyst at Citigroup and entered the NYC tech scene in 2006 when she joined TheLadders as an early employee. Cassie took a quick break from NY to earn an MBA at the Tuck School at Dartmouth, but quickly returned to NY and has since worked as VP Marketing & Analytics at GLG and as VP Marketing & Partnerships for Savored (acquired by Groupon in 2012).Before joining Primary in early 2020, Cassie was Chief Customer Officer for CM Group, where she ran global customer and commercial teams for a $200 million+ martech portfolio. Cassie joined CM Group as part of their acquisition of Sailthru, where she was the Chief Revenue Officer.
David Ehrlichman, author of Impact Networks,  on the power of using impact networks to create a new frontier for overcoming today's biggest social and environmental challenges.
Feb 11 2022
David Ehrlichman, author of Impact Networks, on the power of using impact networks to create a new frontier for overcoming today's biggest social and environmental challenges.
What is the best way to create real social or environmental change?   According to David Ehrlichman, impact networks are the best way for a group of people to unlock the potential of uniting alongside a shared purpose. In his new book, Impact Networks, David outlines how impact networks open up new avenues for bringing people and organizations together to create meaningful change for today’s greatest social challenges.  In this episode of Value Builders, listen to David define impact networks, discuss why they are necessary and how they can be used to create true societal transformation.  He explains the power of a network mindset and offers advice for those who have an interest in creating an impact network.David has also recently released a documentary to complement his Impact Networks book.  You can watch the documentary here.   About David Ehrlichman David Ehrlichman is author of Impact Networks: Create Connection, Spark Collaboration, and Catalyze Systemic Change. He is also a catalyst and coordinator of Converge (converge.net). With his colleagues, he has helped form dozens of impact networks in a variety of fields, and has worked as a coordinator for the Santa Cruz Mountains Stewardship Network, Sterling Network NYC, and the Fresno New Leadership Network. He speaks and writes frequently on networks, finds serenity in music, and is completely mesmerized by his newborn daughter. Find his writings at davidehrlichman.medium.com.
Nathan Stuck of Ad Victoriam Solutions on aligning with your CEO for profit and purpose, working within the Salesforce partner ecosystem as a catalyst for change and accountability, and advice for driving new social impact initiatives within a company.
Dec 17 2021
Nathan Stuck of Ad Victoriam Solutions on aligning with your CEO for profit and purpose, working within the Salesforce partner ecosystem as a catalyst for change and accountability, and advice for driving new social impact initiatives within a company.
Nathan Stuck is an award-winning leader in the B Corp community and as the Director of Culture & Strategic Impact at Ad Victoriam Solutions, he’s an inspiring example of social value leadership. In this episode of Value Builders, Nathan joins Dave to talk about his social impact journey and specifically touches on how leaders can align with their CEO for profit and purpose. He also shares how working within the Salesforce partner ecosystem has been a catalyst for change and accountability and offers advice to those looking to drive new social impact initiatives with their companies. About Nathan Stuck Nathan is an award-winning leader in the B Corp community. In addition to his role as the Director of Corporate Culture & Strategic Impact at Ad Victoriam Solution, a certified B Corp, he also founded and runs B Local Georgia, a nonprofit dedicated to growing the number of purpose-driven businesses in the Peach State. Nathan also teaches an experiential MBA course on B Corps at the University of Georgia and is the founder of Profitable Purpose Consulting, which helps for-profit businesses certify as B Corps. He has appeared on multiple podcasts and spoken at events across Georgia and the Southeast. His unique background provides both an authentic and genuine story that resonates with audiences and inspires them, and their businesses, to be a force for good.Follow Nathan on Linkedin.
Paul Henderson of Outcome Leaders on the launch of his new book, the growing gap in the buying cycle, and generating revenue from outcomes through initiative development with customers
Nov 22 2021
Paul Henderson of Outcome Leaders on the launch of his new book, the growing gap in the buying cycle, and generating revenue from outcomes through initiative development with customers
The foremost thought leader on outcome strategy development, Paul Henderson,  Founder of Outcome Leaders, will soon be launching his next book titled Income From Outcomes: How to Drive Revenue and Profit Through A Customer Outcome Program. In this episode of Value Builders, Paul joins Dave to discuss his new book and the best ways to tap into unrealized income by creating an outcome program.  Paul details several concepts that align to building an outcome program including outcome lifecycles, the growing gap in the buying cycle that is handcuffing organizations, and the opportunity to build pipeline through the development and positioning of initiatives in collaboration with customers. Follow Paul on Linkedin or by visiting his website Outcomeleaders.com.  About Paul Henderson Before founding Outcome Leaders, Paul Henderson led the Asia Pacific region for a mid-sized enterprise software company. He had 200 people across nine countries supporting 800 enterprise customers. For the last five years in this role, he led the design and running of an outcomes program across the whole region. He learned what worked and what didn’t across diverse cultures.At the end of that five years, he realized two things:1. Lots of other technology vendors were struggling to deliver real success for their customers, and with over five years’ experience, he thought he could help them.2. He really cared about customers achieving the outcomes they bought software to achieve.He then left the software company, spent one and a half years researching and writing, and published his second book; The Outcome Generation: How a New Generation of Technology Vendors Thrives through True Customer Success.Paul’s practical experience and his research for the book underpin the Outcome-based Customer Success program.
Anurag Goel of Red Hat on creating and scaling a value organization from scratch, value organizations as the steel thread for the customer lifecycle, and the best skill set for value roles.
Oct 22 2021
Anurag Goel of Red Hat on creating and scaling a value organization from scratch, value organizations as the steel thread for the customer lifecycle, and the best skill set for value roles.
The case for creating a dedicated value team is increasingly becoming well understood - but how do you create one?  Once you’ve established the team, how do you scale it?  Anurag Goel has been down this road before multiple times at companies like SAP, Adobe, and Salesforce. As the newly minted Global Head of Value Consulting and Realization at Red Hat, he is well positioned to educate us on how to think about starting and scaling a value consulting and realization function. In this episode of Value Builders, Anurag shares his perspective on how to create and scale a value organization. He offers advice for how to think about using the value organization as a steel thread across the entire customer lifecycle while helping Sales and Customer Success teams position the ‘why’ piece of the value proposition. He also offers his take on the most important skills that are necessary for building a strong and successful value team and speaks to the importance of keeping things simple.  About Anurag Goel Anurag is the Global Head of Value Consulting and Realization at Red Hat and is based out of the Bay Area. For the last 16+ years, Anurag has embarked on 4 occasions of building and scaling Value-Selling and Realization functions aimed at accelerating profitable revenue growth and customer adoption for Fortune 500 cloud businesses. After stints at SAP and Deloitte, Anurag led the establishment of the Value Consulting function at Adobe globally which contributed to 3x growth in revenue from $4B to $11B He has spent the last couple of years leading a Business Value team at Salesforce supporting a $200M ARR business before moving to Red Hat at the start of 2021 to yet again build a new value function from scratch. Anurag is passionate about value management and has been a mentor, thought leader, and speaker at multiple events including Dreamforce. Outside of work, Anurag enjoys playing tennis and traveling. Anurag is always looking to connect with others who are passionate about value building - you can follow him on Linkedin here.
Marcy Twete of Marcy Twete Consulting on social value, the emergence of ESG strategies and investments, and the role companies have in making the world a better place
Oct 16 2021
Marcy Twete of Marcy Twete Consulting on social value, the emergence of ESG strategies and investments, and the role companies have in making the world a better place
There has been an awakening in recent years in the business community. Now more than ever, companies are understanding their social responsibility to serve their employees, customers, communities, investors, and entire ecosystems. There are two types of value in business - commercial value and social value.  One of the reasons we rebranded the podcast to Value Builders was to create an opportunity to talk more about the intersection between commercial value and social value. In this episode of Value Builders, I sit down with Marcy Twete, Founder and CEO of Marcy Twete Consulting, to bring the social value conversation to the podcast. Marcy is helping companies build sustainable and responsible business value and I’m excited to tap into her expertise to talk more about how companies can create more social value.  In the discussion, Marcy defines social value and several of the foundational concepts that companies need to understand and embrace to serve their stakeholders and communities and compete in the future.  She also shares her perspective on why environmental, social, and governance (ESG) strategies and investments are good for business. We discuss how social value impacts commercial value and we touch on the recent trends including the rise in transparency, the importance of ESG strategies to investors, and why it matters for customers.  About Marcy Twete Marcy Twete is a recognized leader in corporate responsibility and sustainability for multinational Fortune 500 companies, and has a background both broad and deep in ESG (environmental, social, governance) factors, ethical decision-making, marketing and communications. She is the founder and CEO Marcy Twete Consulting where she advises corporations of all sizes, their investors and key partners on environmental, social, and governance risks and reputation management. In addition to leading her consulting practice, Marcy also co-hosts Office Baggage, a podcast that tackles topics for women in business that are all too often brushed under the office rug. In June 2020, she will launch Table Stakes: The Podcast for Responsible, Sustainable Businesses & Leaders, discussing the issues of sustainability with forward-thinking leaders to forecast the future of responsible business.Marcy is a proud Trustee at the Chicago Architecture Center, and a former member of the Boards of Directors for Girl Scouts of Greater Chicago and Northwest Indiana and Step Up. She received her undergraduate degree in Political Science from the College of Saint Benedict and her MBA from Kellogg School of Management at Northwestern University. In late 2020, after nearly 10 years in Chicago, Marcy and her husband Charlie  relocated to their former home of Minneapolis with their tabby cat Betsey and terrier mix Pearl. You’ll find them running on Lake Harriet and Minnehaha Creek near their home in South Minneapolis.
Aaron Fulkerson of ServiceNow on creating an operating model for customer centricity, the emerging trend of value experiences, and value building through leadership
Oct 5 2021
Aaron Fulkerson of ServiceNow on creating an operating model for customer centricity, the emerging trend of value experiences, and value building through leadership
How do you create a true operating model for customer success - one that spans the entire organization and unifies a business?It’s an aspirational idea for many but Aaron Fulkerson, GM, Customer Success & Customer Service Products at ServiceNow, is tapping into years of start-up and enterprise experience to create a customer centricity operating model via his customer blueprint strategy to elevate customers, and in turn, ServiceNow to new heights. In this episode of Value Builders, Aaron explains how co-authoring a blueprint strategy with customers can inform product and go-to-market strategy through deep customer understanding.Aaron also discusses the trends he is seeing in the market and in particular, how customer success strategy is maturing to more value experience-based thinking and strategies. He closes with a great perspective on how Value Builders are leaders at heart. About Aaron Fulkerson  Aaron Fulkerson is a Product leader for the Customer Support Product at ServiceNow. ServiceNow is a cloud computing company that is listed on the New York Stock Exchange. Fulkerson is the Founder, former CEO, and a Board Member of MindTouch. MindTouch is a leader in self-service customer support and knowledge management. Aaron began MindTouch as an open-source project that quickly became one of the World’s most popular with thousands of daily downloads. He helped turn this free software project into a successful SaaS company that serves many of the World’s most respected brands and provides self-service support to millions every day. Aaron worked at Microsoft in Advanced Strategies and Policies. He has keynoted many conferences on the topics of entrepreneurship, leadership, management, and technology. He has been published by Forbes, CNN, Fortune, and many technology publications. Aaron has informed national policy for higher education at the White House. He has helped to create education-focused non-profits for underserved communities.
Nicci Bosco of LinkedIn on building trust with customers, using perspective to solve problems, and serving veterans at Linkedin
Sep 16 2021
Nicci Bosco of LinkedIn on building trust with customers, using perspective to solve problems, and serving veterans at Linkedin
As many have stated, anyone can be a leader regardless of title or tenure.  Nicco Bosco, Senior Customer Success Manager at LinkedIn, epitomizes this attitude while fully embracing her opportunity to lead and serve in her role managing some of Linkedin’s largest customers.In this episode of Value Builders, Nicci opens up about how she relies heavily on listening skills to build trust with her customers, her approach to hunting for the value that she can deliver to customers, and using perspective to solve problems. Nicci also shares how she is using her position at Linkedin to serve the veteran community within the company.  As a sister of a veteran, she has channeled her desire to serve veterans to help develop inspiring programs at LinkedIn that create an environment for diverse contribution, participation, and equity within the LinkedIn veteran community. Tune in to hear one of our most inspiring discussions thus far.  About Nicci Bosco Nicci has spent the last fifteen years in the talent acquisition space, first spending four years at CareerBuilder and now with LinkedIn for over ten years in a variety of roles including her current role as Senior Customer Success Manager. Throughout her career, she has focused her passions outside of work on advocating for both women in the workplace as well as military spouses and veterans, most recently serving as the Global Co-Chair for LinkedIn's Veterans & Allies Employee Resource Group.Nicci was born and raised a Cubs fan in Chicago, but with her heart in the mountains, she currently resides in Colorado Springs, CO where she can always find a trail run and serve the military community that surrounds her.  Constant growth and curiosity drive Nicci and she’s always on the lookout for a great book!
Michael Sachs of Slack on the language of value, using a value methodology to unify, and  the power of carpe diem.
Aug 27 2021
Michael Sachs of Slack on the language of value, using a value methodology to unify, and the power of carpe diem.
You’ve heard of love languages but how about the language of value?  The language of value is the backbone of today’s most customer-centric organizations and the leaders talking this language with their colleagues and customers are catapulting their organizations to new heights. In this episode of Value Builders, Michael Sachs, Head of Customer Success Value Methodology & Strategy at Slack, sits down to share how he thinks about the language of value while explaining how organizations can use it to unify to effectively manage customers. Michael also shares why Slack/Salesforce has decided to bring him on board to develop the company’s first value methodology and strategy team. He reflects on his value management leadership experiences at Oracle, AWS, and Salesforce (his first stint) and offers advice to those working to define value strategy and management functions in their organizations.  Michael rounds out the conversation by sharing how he uses the idea of ‘carpe diem’ as a personal mantra to champion his work and focus on driving innovation with a value delivery mindset. About Michael Sachs Michael Sachs is currently head of Slack’s Value methodology organization. He is an executive value management strategist who transforms organizations and ignites continued growth by aligning core business outcomes with strategic solutions, utilizing Cloud SaaS, PaaS, IaaS, Mobile, Analytics, and Collaboration. He brings a broad background across numerous business functions and technologies. His industry knowledge and passion has grown throughout his career, leading him to obtain senior executive leadership roles for Fortune 500 organizations. For the past 12 years, he has launched, scaled, and optimized Value Management organizations at Oracle Tech and Apps, SFDC, AWS, and Slack.
Shared Success Series - Brian Hall, President & Founder & Lauren Decker, Senior Consultant, Carema Consulting
Jul 16 2021
Shared Success Series - Brian Hall, President & Founder & Lauren Decker, Senior Consultant, Carema Consulting
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. Lauren stresses the importance of connecting the product marketing, and the marketing team as a whole, to customers to develop strong and productive messaging.  You will also hear Lauren and Brian share their perspective on how journey mapping needs to evolve to become more customer-centric. With a nod to Clayton Christensen, Brain shares his perspective on the evolution of journey mapping and how organizations should think about the opportunity to understand the job customers are trying to do and then build journeys for customers around the customer’s job in collaboration with the customer.   About Brian Hall Brian Hall has over 25 years of experience growing revenue at founder-led B2B SaaS and technology companies. His expertise in building and leading customer success organizations is informed by his experience in marketing, sales, product management, product marketing and professional services with early- and growth-stage technology companies.Brian started Carema Consulting to help SaaS companies navigate the customer success pitfalls that inevitably happen when starting and scaling a business. In his role as President and Founder, he works closely with customers’ leadership teams to uncover their most important opportunities and challenges. Leaning on his experience, Brian builds out and helps implement strategies and tactics that address these opportunities and challenges, with a particular focus on achieving account expansion.Brian is an Entrepreneur in Residence with both Sales Assembly and growth accelerator VentureSCALE; a Mentor at coworking accelerator Workbox; and a co-founder of the Chicago Customer Success Leadership Group.Outside of work, Brian looks to combine his passions for golf, running, travel, and food & drink. In fact, the name Carema Consulting is in reference to an Italian municipality and especially favored wine-producing area in Piedmont.About Lauren DeckerLauren Decker has spent the last 10 years executing and leading product marketing at high-growth SaaS companies. Her integrated approach to product marketing is informed by experience leading product management and brand management functions at B2B start-ups.As Carema Consulting’s product marketing consultant, Lauren works with clients to develop strategic messaging for their product solutions and lay the foundation for their product marketing practice using proven go-to-market frameworks that improve internal communication, enable client-facing teams to confidently solve customer problems, and increase product adoption.Lauren is a member of High Alpha’s executive network, High Alpha Navigators.Outside of work, Lauren enjoys spending time with her husband and son, Owen. She spends as much time as possible outside and can often be found on a run with Owen along for the ride in his stroller.
Shared Success Series - Steve Sanchez, VP, Customer Success, Gong
Jul 2 2021
Shared Success Series - Steve Sanchez, VP, Customer Success, Gong
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.  Steve also explains how the revenue intelligence innovations Gong is introducing to the market are helping his team innovate and stay focused on the needs of their customers. The technology is opening up new opportunities for the business to focus on reality (i.e. real conversations) and spend less time on opinions which have created a powerful dynamic that is driving improved internal alignment. He touches on the work he’s doing to build the success planning muscle through architecting a scalable strategy that reflects on the things that have been done to make customers successful in the past. He introduces the idea of creating an opinionated infrastructure for his team so Customer Success Managers  can understand and serve their customers better.  Dave and Steve also discuss the learnings Steve has extracted from the pandemic. He opens up about the importance of finding balance and creating room for team members and customers to find balance as well. The conversation wraps up with Steve making a prediction about the future of customer success in public markets and offering up some advice to leaders on how to ensure a team is set up for success from the get-go.  It’s a power-packed conversation chock-full of ideas and learnings that can help any customer-focused leader improve and grow. About Steve SanchezSteve is the Vice President of Customer Success at Gong, a Revenue Intelligence platform transforming how customer teams run their business. Over the past decade, he has specialized in building or leading customer success teams at high-growth sales and marketing technology companies.