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The Importance of Communication and Relationships in Business, with Rob Castaneda

Episode 33

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Rob Castaneda found his passion for technology and training as a 17-year old, working on the Sydney helpdesk of a Silicon Valley software company. Within three years he had worked in various departments of the company, ranging from pre-sales, training, and support to research & development. In 2000, Rob moved to Silicon Valley to work for a startup, and also contributed to and co-authored several books and publications related to Enterprise Java. In 2001, Rob started his company ServiceRocket, which is headquartered in Palo Alto, California and has grown to more than 170 employees worldwide with offices in the U.S., Australia, Chile, and Malaysia. Rob’s leadership style of thinking team and sharing knowledge is part of what has helped him build a successful global company, completely boot-strapped, having received no VC funding, and has most recently landed him a spot in the Silicon Valley’s Top 40 under 40.

ServiceRocket is a unique Customer Success company focused on ensuring enterprises and users successfully incorporate software into their businesses and lives – so they use it, love it and buy more. Through training, utilization and support, ServiceRocket creates long-lasting, loyal relationships between software companies, enterprises and their software by delivering these elements to enable customer success.

What you will learn in this episode:

  • Rob Castaneda’s background and how he has built his business around empathy, communication, and meaningful relationships
  • How Rob fosters belonging in his company through t-shirts, mantras, and the “rocketeer” title
  • The methods Rob uses to keep his employees feeling connected and motivated despite cultural differences
  • Why Rob spends over a third of his time focused solely on communicating with his employees
  • How ServiceRocket uses the Kolbe personality test to understand their employees and the best communication methods to use based on the results
  • The importance of thinking from the bottom-up and why companies need to be open to adapting


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