Rebel Intrapreneur
Rebel Intrapreneur
022 Rav Dhaliwal How to reinvent an entrenched SaaS function

022 Rav Dhaliwal How to reinvent an entrenched SaaS function

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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: 

Rav’s latest article, The Problem with Customer Success:

Crane Ventures: 

Important book we mentioned. Ram Charan, What the CEO wants you to know: 

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: 

Helping Sells Radio Episode 268: The missing piece in software sales: 

Rav Dhaliwal Crane Venture Partners Customer Success

More about Bill:



Podcast website:

Bill’s book: The Art of Agile Marketing: A Practical Roadmap for Implementing Kanban and Scrum in Jira and Confluence

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Rebel Intrapreneur
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.