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In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling. This podcast is brought to you by Higher Logic.
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Insightful interviews with authors, experts, entrepreneurs, and thought leaders who share valuable marketing tips, growth strategies, and resources. Hosted by John Jantsch, one of America's top small business marketing experts, this show is dedicated to helping you craft effective marketing strategies that will grow your business. Whether you're a small business owner, marketing professional, or marketing agency owner, you'll gain valuable insights and actionable advice on topics such as mar ...
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Harvest Recruitment – Seeds for Success
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Harvest Recruitment – Seeds for Success
Harvest Recruitment
Harvest Recruitment’s Seeds for Success Show is designed to help proactive managers, attract, select and retain the right people for their organisations. Gain insights from employers about their employment experiences and hear from experts in recruitment and human resources to help you grow and manage your business.
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Tenant Talk - Advice for Small Business Owners
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Tenant Talk - Advice for Small Business Owners
Kenwood Management
Welcome to Tenant Talk, a show for small business owners to gain valuable insights that help them grow their small businesses. In this series, we explore topics such as building a value-based culture, strengthening the tenant-landlord relationship, outsourcing aspects of your business, planning for your business’ growth, and asking for referrals.Tenant Talk is hosted by Kenwood Management Principal, Bill Singer. Kenwood Management is a commercial property owner and manager based in Bethesda, ...
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Change is inevitable, but how a leader handles it can be the difference between success and failure. Join Dillon Young, Leader of CS at Maxwell as he and Jeff Breunsbach take a look at changes and how to handle them well. Identify issues and gaps, focusing on leadeing indicators Evaluate potential solution effectiveness indentifying lagging indicat…
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The Duct Tape Marketing Podcast
1
How to Eliminate the Headaches of Outsourcing
23:06
23:06
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Jeremy Kenerson, is the founder of Desk Team 360. During this podcast, we discussed the importance of effective outsourcing and insourcing in marketing, emphasizing the value of communication and collaboration with remote teams to achieve successful outcomes. Additionally, we highlight the significance of strategic partnerships in expanding one's m…
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Struggling to get your message across? Dive deep with the King of Clarity, Steve Woodruff, as he unravels the art of impactful communication. Discover why simplicity is key, and how the right words can leave a lasting impression. Plus, a sneak peek into his new book, "The Point: How to Win with Clarity-Fueled Communication." Make every conversation…
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This week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementation OnboardingImplementationOngoing Finite Period Measurement - Time to ValueMeasurement - Time to LaunchNo handoffsMultiple handoffs Jeff K. shares his insights into how to handle the differing needs of Implementation in a way that support…
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The Duct Tape Marketing Podcast
1
To Niche or Not to Niche: The Pitfalls of Over-Specialization
12:35
12:35
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In the world of marketing, focusing on a niche can be both advantageous and limiting. While specialization can bring efficiencies and higher value to clients, it also leads to increased competition and the risk of being overshadowed by template-driven solutions. Learn how to transition from being tacticians to orchestrators, and leverage your strat…
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The Duct Tape Marketing Podcast
1
How to Navigate the New Era of Customer Expectations
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21:41
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In today's business landscape, time and responsiveness are critical factors in customer experience and revenue generation. Customers increasingly value speed and quick solutions, especially after the pandemic. Learn how to prioritize responsiveness in your business to gain a competitive advantage for your company and your clients. Learn more about …
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Sandy Yu and Jeff Breunsbach talk about the importance of priorities in this week's Gain Grow Retain podcast. Knowing that there can only be one priority at a time, how do you select what to focus on? Here are some of the questions being discussed: Prepare by understanding the resourcing, the organizational needs, and the cost of NOT doing it for e…
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The Duct Tape Marketing Podcast
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How to Translate Your Passion Into Your Purpose
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23:38
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In this episode of the Duct Tape Marketing Podcast, I interview Liz Elting, the co-founder and CEO of award-winning TransPerfect, the world’s largest provider of language and business solutions with over $1.1 billion in revenue and offices in over 100 cities around the globe. Additionally, she is also the founder of the Elizabeth Elting Foundation,…
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In today's episode of the Duct Tape Marketing Podcast, we're joined by Honorée Corder, an accomplished author, publishing consultant, and the founder of Indy Author University. With over 50 books to her name and a passion for turning aspiring nonfiction authors into best-selling and best-earning authors, Honoree brings an unparalleled perspective t…
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Daphne Lopes, Principle Manager of CS at Hubspot joins Jay Nathan to talk about Hubspot's focus on meeting each customer at the right time with the right information through scaled CS. In this episode, learn how segmentation, data models, content, and cross-collaboration all play a foundational role in creating a customer experience that is based o…
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The Duct Tape Marketing Podcast
1
How To Create The Life You Want In One Year
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23:45
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In this episode of the Duct Tape Marketing Podcast, we're joined by Lisa McCarthy, co-founder and CEO of the Fast Forward Group. Lisa has designed a groundbreaking system that's already changed the lives of over 100,000 professionals across industries, from tech giants like Google and Amazon to financial institutions like JP Morgan Chase. Her book,…
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In this episode of the Duct Tape Marketing Podcast, I interview Eduardo Briceño. He is a global keynote speaker and facilitator who guides many of the world’s leading companies in developing cultures of learning and high performance. Earlier in his career, he was the co-founder and CEO of Mindset Works, the first company to offer growth mindset dev…
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This week Rohan Gupta and Gopal Srinivasan, Partners at Deloitte, join Jeff to talk about a hot topic: AI in Customer Success. Generative AI has made access more accessible for the average person, but what are some ways CS teams can utilize AI to support the work they do in a more effective and efficient way? From practical suggestions for getting …
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In this episode of the Duct Tape Marketing Podcast, I interview Kirstin Ferguson. She is Australia’s most prominent leadership expert and a highly experienced business leader in her own right. Her upcoming best-seller book: HEAD & HEART: The Art of Modern Leadership is a practical guide for every modern leader. Kirstin explains how leadership is si…
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In this episode of the Duct Tape Marketing Podcast, I interview Angelo Ponzi. He is a marketing and branding strategist who works with small to middle-market companies as their Fractional CMO. He explains how Fractional CMOs besides being a flexible and cost-effective solution for businesses, contribute to long-term growth through strategy developm…
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This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles: Scaled Program Managers, Customer Marketers, and Community Managers can help drive specific outcomes by developing campaigns that benefit customers …
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The Duct Tape Marketing Podcast
1
How To Get Back Your Entrepreneurial Freedom
24:52
24:52
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In this episode of the Duct Tape Marketing Podcast, I interview Dr. Sabrina Starling. She is the Business Psychologist and is the international bestselling author of How to Hire the Best and The 4 Week Vacation: The Entrepreneur’s Ultimate Guide to Taking Your Life Back from Your Business. Founder of tapthepotential.com and host of the Profit by De…
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In this episode of the Duct Tape Marketing Podcast, I interview Lloyed Lobo. He is an entrepreneur, podcast host, and community builder. He is the co-founder of Boast.ai, where he leveraged the Community-Led Growth model to bootstrap the company. He is also the co-founder of Traction, a community empowering over 100k innovators through connections,…
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Gain Grow Retain
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The Vault -Building Relationships During Uncertain Times
55:42
55:42
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In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Although they talk about the impact of COVID on the market in general and customer engagement specifically, the conversation is just as relevant today as teams undergo major changes that often result in the los…
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In this episode of the Duct Tape Marketing Podcast, I interview Jennifer Wallace. She is a freelance print and television journalist who began her career at 60 Minutes. She's a frequent contributor to the WSJ and the Washington Post. Her upcoming book Never Enough: When Achievement Culture Becomes Toxic-and What We Can Do About It, explores the dee…
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The Duct Tape Marketing Podcast
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How Fractional CMOs Are Reshaping Business Strategy
24:37
24:37
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In this episode of the Duct Tape Marketing Podcast, Mike Volkin. He is a serial entrepreneur, speaker, marketing consultant, fractional Chief Marketing Officer, Army veteran, and author of 7 books. In addition, he has built and sold 6 of his own companies. As a marketing leader, he specializes in helping businesses scale, particularly ones that hel…
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This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are able to provide a space for 'the right information at the right time for the right person' in a way that is m…
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The Duct Tape Marketing Podcast
1
Wealth and Ownership Amid A Shifting Global Financial Order
25:49
25:49
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In this episode of the Duct Tape Marketing Podcast, I interview Carol Roth. She is a “recovering” investment banker; entrepreneur; speaker; economic, business, and financial commentator; content developer; and a New York Times bestselling author. Her latest book You Will Own Nothing: Your War with a New Financial World Order, is a New York Times be…
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In this episode of the Duct Tape Marketing Podcast, I interview Dr. Hitendra Wadhwa. He is a professor at Columbia Business School and Founder of the Mentora Institute. He has coached dozens of Fortune 100 C-suite executives and taught 10,000+ MBAs and Executives. His upcoming book: Inner Mastery, Outer Impact: How Your Five Core Energies Hold the …
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This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale. Why scale a relationship? The changing dynamic of the stakeholders themselves as well as the need to move away from a single point of contact are all factors. Take a listen to a variety of ways Jeff suggests to not only scale your relat…
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The Duct Tape Marketing Podcast
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Revolutionizing Design with AI: Exploring the World of Generative Design
26:37
26:37
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In this episode of the Duct Tape Marketing Podcast, I interview Russ Perry. Russ, the founder and CEO of Design Pickle, is a seasoned creative leader, entrepreneur, author, and thought leader. As a former agency owner, Perry intimately understands the challenges associated with all aspects of creative work and has transformed the creative process t…
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The Duct Tape Marketing Podcast
1
Maximizing Your Marketing Impact With Fractional CMOs
24:18
24:18
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In this episode of the Duct Tape Marketing Podcast, I interview JP Maroney. He is a seasoned business strategist and Fractional CMO with over three decades of entrepreneurial experience. He is known for his strategic prowess, serving powerhouse clients like Wells Fargo and Century21, as well as growing companies, often as a Fractional CMO, Chief St…
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Gain Grow Retain
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10-Minute Trumpet - Over-indexed on having named CSMs
7:03
7:03
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This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems. Instead, focus on your top revenue generators for 1:1, and look at scaling the rest in an effective and valuable way. Strong self-service is much more va…
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The Duct Tape Marketing Podcast
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Why Agency Owners Should Invest In Other Businesses
24:23
24:23
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In this episode of the Duct Tape Marketing Podcast, I interview Ben Young. He is the founder of Nudge, an analytics company, that was a commercialized product from his agency. Nudge helps you measure the performance of your digital properties through the lens of what people are paying attention to. Ben explains why agency owners should consider inv…
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The Duct Tape Marketing Podcast
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Why This Marketing Gap Analysis Is Your Roadmap To Success
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13:45
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In this episode of the Duct Tape Marketing Podcast, I’m doing a solo show, and I’m gonna talk about a new tool that we've created, the marketing a gap analysis. This guide will help you understand the complex world of marketing and create a roadmap for success by improving your marketing strategies. Get your Duct Tape Marketing Gap Analysis. Learn …
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Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well? Chris Dishman, SVP of Customer Success at Totango spends some time with Jeff sharing his insights. Scaling CS doesn't change the focus of CS, it simply looks at ways to make the process of helping customers realiz…
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The Duct Tape Marketing Podcast
1
Building An Event Strategy That Connects With Your Community
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22:53
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In this episode of the Duct Tape Marketing Podcast, I interview Isaac Watson. He is an event strategist and entrepreneur who founded Kickass Conferences in 2016 and has produced over 50 conferences and gatherings worldwide. Isaac is also the co-host of the Make It Kickass podcast. Isaac explains how events can serve as a powerful strategy for build…
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The Duct Tape Marketing Podcast
1
Rethinking The Words You Should Lose For Those To Use
23:24
23:24
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In this episode of the Duct Tape Marketing Podcast, I interview Sam Horn. She is the Founder and CEO of the Intrigue Agency. She's been a speaker for 3 TEDx talks and the author of 10 books. Her new book Talking on Eggshells: Soft Skills for Hard Conversations shows how to apply constructive communication strategies that shift from reactive and neg…
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Gain Grow Retain
1
10-minute Trumpet - Take Pressure Off Your CSM Team
7:23
7:23
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This week, Jeff takes a quick look at how to help your CSM team manage the increasing pressure they are under: 1:many programs. Jeff walks you through 5 steps to move quickly into some effective and simple ways to to allow your CSMs to scale where they can so they can focus on what they need to. -- Gain Grow Retain exists to connect people, knowled…
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The Duct Tape Marketing Podcast
1
How Virtual Assistants Are Reshaping The Business Landscape
26:33
26:33
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In this episode of the Duct Tape Marketing Podcast, I interview Joe Rare. He shares his story as an “underground” serial entrepreneur, investor, and outsourcing expert. Joe focuses on helping small- to medium-sized businesses and currently owns and manages a number of digital companies that are fully run by virtual assistants. He shares how outsour…
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In this episode of the Duct Tape Marketing Podcast, I’m doing a solo show, and I’m gonna talk about 7 marketing mistakes that business owners usually make and I give you some tips on how to avoid them. Send me an email if you want to talk about Strategy First. Learn More About The Agency Intensive Certification: Learn more Take The Marketing Assess…
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This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success. Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer experience. With some practical examples, Wayne shares…
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The Duct Tape Marketing Podcast
1
The 4 Commitments To Grow Your Reach Online
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26:07
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In this episode of the Duct Tape Marketing Podcast, I interview Becky Robinson. She is the Founder and CEO of Weaving Influence. This full-service marketing agency specializes in digital and integrated marketing services and public relations for book authors, including business leaders, coaches, trainers, speakers, and thought leaders. Her first bo…
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The Duct Tape Marketing Podcast
1
How To Write A Business Book That Matters
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25:31
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In this episode of the Duct Tape Marketing Podcast, I interview Josh Bernoff. He is the bestselling author or ghostwriter of eight business books and contributed to 50 book projects that have generated over $20 million for their authors. Josh was formerly Senior Vice President, Idea Development at Forrester, where he spent 20 years analyzing techno…
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In this 10-minute trumpet, Jeff Breunsbach shares his views on how CSMs should be preparing for career growth. Instead of the Enterprise-level CSM being the goal, focusing on building scaled CS skills is going to give you the biggest bang for your buck. How? Leveraging a 1:many focus in areas that increase your reach Focus on writing skills Identif…
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In this episode of the Duct Tape Marketing Podcast, I interview Kenneth Wenger. He is an author, a research scholar at Toronto Metropolitan University, and CTO of Squint AI Inc. His research interests lie at the intersection of humans and machines, ensuring that we build a future based on the responsible use of technology. His newest book, Is the A…
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The Duct Tape Marketing Podcast
1
Embracing Your Entrepreneurial Superpower Being Unemployable
26:24
26:24
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In this episode of the Duct Tape Marketing Podcast, I interview Alysia Silberg. She is a leading venture capitalist in Silicon Valley, where she mentors tech startups and helps them go public. She is the CEO & General Partner of the investment firm Street Global. Her first book, Unemployable: How I Hired Myself is a guide that helps to change your …
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Gain Grow Retain
1
The Vault - Where does Community fit into your Customer Success Strategy?
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32:22
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In this Vault episode from October, 2020, Joe Huber, formerly the Customer Community Strategist at Sprout Social joins Jeff to talk about the impact of community as a part of your organization. Not only can community provide space for customers to share best practices, create sub-groups based on focus, needs, and company type, share processes and t…
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The Duct Tape Marketing Podcast
1
How To Turn Adversity Into Purpose Through Mindset
26:27
26:27
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In this episode of the Duct Tape Marketing Podcast, I interview Siri Lindley. She is a two-time world champion triathlete and winner of twelve ITU World Cup races. She’s the top female triathlon coach in the world, she’s guided Olympic medalists and Ironman champions to not only become better athletes but also better people. Siri is also a life coa…
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The Duct Tape Marketing Podcast
1
Rewiring Organizations For A Successful Digital Transformation
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25:24
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In this episode of the Duct Tape Marketing Podcast, I interview Rodney Zemmel. He is co-leader of the McKinsey Digital Practice, and a member of McKinsey’s Shareholders Council, the firm’s board of directors. He serves clients across a range of industries on growth strategy, performance improvement, and value creation by harnessing the power of dat…
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First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success. From the start of Gain Grow Retain to Jay's thoughts on Customer Success's role in a variety of organizational goals, this episode dives into some of the common questions being asked. Why do we need CS? How is …
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The Duct Tape Marketing Podcast
1
How To Retain Top Talent While Prioritizing Their Quality Of Life
25:27
25:27
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In this episode of the Duct Tape Marketing Podcast, I interview Joe Mull. He is the founder of the BossBetter Leadership Academy and hosts the popular BossBetter Now Podcast, which was named by SHRM as a "can’t miss show for leaders". He is the author of the newly released book Employalty: How to Ignite Commitment and Keep Top Talent in the New Age…
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The Duct Tape Marketing Podcast
1
The 5 Key Skills That Successful Managers Possess
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24:02
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In this episode of the Duct Tape Marketing Podcast, I interview Dave Dodson. He is on the faculty of Stanford University’s Graduate School of Business, where he guides students in tactical execution. He was a McKinsey & Company consultant and left to become a serial entrepreneur operating several companies as CEO or Executive Chairman. His newest b…
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Gain Grow Retain
1
Using Events to Strengthen Your Customer Experience
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43:42
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Events are no longer a 'nice to have' for companies. Instead, they are opening the doors to stronger relationships and engaging with customers to become a massive opportunity in a people-first Go-to-Market' plan. This week, Mark Kilens, CMO at Airmeet joins Jay to talk about how they are using events as a catalyst for understanding and ultimately s…
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The Duct Tape Marketing Podcast
1
Successful Remote Work Through Asynchronous Management
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27:55
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In this episode of the Duct Tape Marketing Podcast, I interview Liam Martin. He is the co-founder of Time Doctor and has been working remotely for over 20 years, helping thousands of companies to adopt a remote working model. His newest book Running Remote: Master the Lessons from the World’s Most Successful Remote-Work Pioneers, is a Wall Street J…
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