022 Rav Dhaliwal How to reinvent an entrenched SaaS function

Rebel Intrapreneur

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022 Rav Dhaliwal How to reinvent an entrenched SaaS function

Bill Cushard

Jan 20, 2023

Transcript

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Rav Dhaliwal is an investor and venture partner at Crane Venture Partners. He previously led customer success organizations at Slack, Zendesk, and Yammer, and before that support at Salesforce and IBM. In this episode, we talked about Rav’s newest article, “The problem with customer success,” which is a little jab at the customer success community, who seems to be at risk of drifting into the category of overhead. And in an economy in which keeping customers should be a number one priority, customer success is frustratingly unwilling to commit to numbers that drive the business. Rav’s article is a wake up call to the customer success community.

More about Rav:

On Linkedin: https://www.linkedin.com/in/ravinderdhaliwal/

Rav’s latest article, The Problem with Customer Success: https://ravsterd.medium.com/the-problem-with-customer-success-91a2b6985ec3

Crane Ventures: https://crane.vc/

Important book we mentioned. Ram Charan, What the CEO wants you to know: https://www.amazon.com/What-CEO-Wants-You-Know/dp/0609608398

Rav and I have a history of doing podcasts about his articles. Here are two from my previous customer success podcast, Helping Sells Radio:

Helping Sells Radio Episode 208: There’s no such thing as post sales: https://helpingsells.substack.com/p/208-rav-dhaliwal-go-to-market-is#details

Helping Sells Radio Episode 268: The missing piece in software sales: https://podcasts.apple.com/us/podcast/268-rav-dhaliwal-the-missing-piece-in-software-sales/id1080713333?i=1000521797852

Rav Dhaliwal Crane Venture Partners Customer Success

More about Bill:

Linkedin: https://www.linkedin.com/in/billcushard/

Twitter: https://twitter.com/billcush

Podcast website: rebelintrapreneur.com.

Bill’s book: The Art of Agile Marketing: A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence https://www.amazon.com/Art-Agile-Marketing-Implementing-Confluence-ebook/dp/B079GLKWB1/ref=sr_1_1?crid=2SE4RO1UTSNX&keywords=art+of+agile+marketing&qid=1669916670&sprefix=art+of+agile+marketing%2Caps%2C115&sr=8-1

Get the show on:

Apple Podcasts: https://podcasts.apple.com/us/podcast/rebel-intrapreneur/id1644520357

Spotify: https://open.spotify.com/show/6C3PzWhzNZe5ZEMIsbpBZU

Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9zdW5mbG93ZXItcmFiYml0LWE1bWIuc3F1YX

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Rebel Intrapreneur

Rebel Intrapreneur is a podcast about a new category of high performing employee. Rebel intrapreneurs further the mission of an organization while simultaneous challenging the system from within. Founders and entrepreneurs are thirsty to find people who believe in their mission as much as they do, and pursue that mission relentlessly. Rebel Intrapreneur is hosted by Bill Cushard, who has reported directly to founder/CEOs four times in his career, which makes him an ideal guide on your intrapreneurial journey.

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