Shows
GSD - Getting Services DoneThe Strategic Role of Services in SaaS Growth with Jonathan Corey of PrecursiveIn this episode, Jeff and Jonathan Corey, CEO of Precursive, delve into the strategic importance of services in SaaS businesses. They explore how professional services and implementations drive growth, enhance customer satisfaction, and unlock new revenue opportunities, highlighting key strategies for aligning sales and service teams for sustainable success.2024-05-3133 minGSD - Getting Services DoneUnlocking Customer Success: Evolving Strategies with Jay NathanIn today's episode, Jeff and Jay delve into the evolving landscape of customer success and account management, exploring modern business strategies and the importance of data-driven decision-making. Gain valuable insights into shifting metrics, leadership responsibilities, and actionable takeaways for business growth. Don't miss this thought-provoking discussion—hit play now! 🚀✨2024-04-0411 minGSD - Getting Services DoneHow to Launch Customer Success SQLs To Expand and Retain with Monica TrivediBoost revenue and satisfaction with CSQLs. Insights from Monica Trivedi, SVP at JLL Technologies, emphasize the importance of metrics, collaboration, and a customer-centric culture. Plan and involve leadership for successful CSQL implementation. 🤝#CSQL #CustomerSuccess #BusinessGrowth2023-09-1328 minGSD - Getting Services DoneDriving Revenue Growth Through CSM with Chad Horenfeldt and Kristi FaltorussoJeff Kushmerek with Chad Horenfeldt and Kristi Faltorusso explore forecasting, renewals in CSM, and the importance of not conflating customer health and renewal forecasts. Their insights offer valuable strategies for revenue growth. Subscribe for more insights!
2023-08-1035 minGSD - Getting Services DoneHow Technical Should CSMs Be with Lizzy RosenThis thought-provoking episode with Jeff Kushmerek and Lizzy Rosen explores the essential skills required for Customer Success Managers (CSMs). They dive into the perfect mix of technical expertise and soft skills, the potential of internal hiring, and the importance of understanding customer needs. Tune in as they discuss hiring strategies, the value of training, and the benefits of nurturing talent within the organization. Don't miss this insightful conversation that will surely redefine your perception of customer success.
2023-08-0127 minGSD - Getting Services DoneInsights From a Customer-Focused CEO with Kris RudeegraapIn this episode of the GSD Podcast, Kris Rudeegraap, CEO of Sendoso, shares his experiences and strategies for building successful customer relationships.
Tune in for valuable insights from a customer-focused CEO!
2023-07-1833 minGSD - Getting Services DoneA Step-By-Step Guide To Running Digital CSJoin Angeline Gavino and Jeff Kushmerek in this insightful conversation as they discuss the importance of effective digital customer support. Learn how to leverage technology while maintaining a human touch, the significance of empathy and active listening, and how data analytics can enhance personalized interactions. Gain valuable insights on addressing negative feedback and the benefits of a robust knowledge management system. 2023-06-3048 minGSD - Getting Services DoneVoice of the Customer Programs With Dana AlvarengaJoin Jeff and Dana as they explore the power of customer advocacy and community engagement in driving customer-led growth. Gain insights into operationalizing customer advocacy, tracking revenue influence, and leveraging authentic customer voices. Don't miss out on this informative discussion!2023-06-1229 minGSD - Getting Services DoneUnlocking Success: The Role of Forecasting in Business ft. Alli TiscorniaJoin host Jeff Kushmerek in the latest GSD podcast episode as he interviews Alli Tiscornia, the Chief Customer Officer of Turner. They delve into the world of Customer Success Managers (CSMs) and discuss the importance of risk assessments, forecasting, and a sales mindset. They also touch on merging account management and customer success, the challenges of forecasting, and the role of data and relationships. Tune in for valuable insights on CSM responsibilities and strategies for success in this field.
2023-05-3038 minGSD - Getting Services DoneMaximizing Customer Success Using Slack With Gözde GörceJoin Jeff Kushmerek and Gözde Görce as they discuss the advantages of transitioning from email to Slack for customer success and support teams. Learn how Slack can improve response times and communication, key guidelines for effective use, and other use cases for the platform. Don't miss out on valuable insights into the benefits of using Slack for customer success and support teams.
2023-05-1532 minGSD - Getting Services DoneRunning a great Customer Advisory Board: Insights from Scott Roth with Alli TiscorniaScott Roth shared his experience transitioning to a small startup and discussed the success of the company's virtual customer advisory board. Key takeaways include the importance of building credibility with customers, discussions on the product roadmap and co-developing new capabilities, plans for future in-person meetings, and the possibility of creating a community for all customers. The company will use feedback from the advisory board to shape the platform's future and aims to become the industry leader in their space.2023-05-0950 minGSD - Getting Services DoneMastering Your Career: Candid Insights on Leadership & Planning with Marija Skobe-PilleyIn this conversation, Jeff speaks with Marija Skobe-Pilley, director of customer success at ClickUp and host of the Women in Customer Success podcast. Key topics discussed include:
- Approaches to career planning, including understanding the skills needed for a CCO role and being open to opportunities
- The importance of taking initiative and being proactive to succeed in your career
- The Women in Customer Success podcast, which aims to support women in the field through networking, mentoring, and building skills
- The challenges women face when moving...2023-04-2838 minGSD - Getting Services DoneDelivering Amazing Customer Experiences with Daniel ViduyaJoin Jeff and Daniel Viduya in this engaging podcast episode as they dive into the importance of authentic customer service. With Daniel's personal experiences as a customer, they discuss how businesses should prioritize customer experience in all interactions. Learn about the innate behaviors of good manners and empathy, and hear about exceptional customer service experiences. They also touch on the significance of behavior in customer service and how KPIs can be used to measure it. This podcast emphasizes the value of authenticity and empathy in creating a great customer experience. In addition, they also discuss the importance...2023-04-1925 minGSD - Getting Services DoneGSD Podcast - Creating Rock Stars that Scale with Dan Ennis
Jeff and Dan discussed the importance of the customer success team focusing their time not just on metrics in general, but also on the human validation component.
They also talked about people saying yes or no to a survey is not the indicator of churn or renewal, but rather whether they actually responded to the survey.
Jeff and Dan discussed the importance of making rock stars out of their team, focusing on making sure that they move to the next level regardless of their managers.
GSD podcast brought to you by https://infiniterenewals.com/
2023-04-0643 minGSD - Getting Services DoneUnlock Your Team's Potential with CSM Enablement Expert Sumitra NarayananIn this episode, Jeff interviews Sumitra Narayanan about customer success solutions engineering and technical account management. Learn how to streamline the CSM workflow and equip them with what they need to be happier, more effective, and add value where it matters.2023-03-3045 minGSD - Getting Services DoneLeslie's Greenwood's Path to Becoming a Community BuilderBuilding a thriving community takes more than just having an online presence. It requires a well-defined mission, vision, and customer journey. It also needs to have strategies that foster meaningful engagement with its customers. Fortunately, the GSD podcast is an excellent resource to help you get started. In this episode, Leslie and Jeff discuss essential topics such as understanding the competitive landscape and personas and gamification strategies that can drive engagement.
In this podcast, we'll be exploring Leslie's journey as a community builder. Leslie has been passionate about communities since before COVID and her...2023-03-2134 minGSD - Getting Services DoneTaking the Stress Out of Go-Live Day: Tips and Tricks from Pat MuirraguiLearn tips and tricks from Pat Muirragui on how to have a successful go-live for your enterprise application. Includes pre-sales, handoff, kickoff, development cycle, testing cycle, and more.2023-03-1544 minGSD - Getting Services DoneUnlocking the Hidden Treasure of High Value Consulting with Michael BurtonIt's no secret that high value consultancy services can provide a huge boon to businesses of all sizes. By leveraging the expertise of experienced consultants, businesses can quickly overcome product gaps and gain a competitive edge in their industry. In this GSD Podcast, Michael Burton of Stitch discusses the keys to success when it comes to high value consultancy services.
• Michael Burton is CEO of Stitch, a consultancy that helps marketers get the most out of Twillio and Braze.
• Michael and Jeff discussed headless tools, providing feedback loop into the product, co-selling, upselling, mitigating customer pain...2023-03-0733 minGSD - Getting Services DoneImplementation Tips from Cheyanne LaFranceListen in as Cheyanne and Jeff discuss their best tips for successful onboarding and implementation. From communication to getting everyone on the same page, they cover it all!
• Cheyanne LaFrance and Jeff Kushmerek discussed implementation for this GSD Podcast episode.
• Cheyanne talks about closely working with her sales team to onboard customers and leads kick-off calls.
• Cheyanne and Jeff discussed the common pain points on implementation including too many people wanting to be involved but not actually doing anything, and confusion about why the software is essential.
• They also discussed the importan...2023-02-2238 minGSD - Getting Services DoneOnboarding Yourself: A 30-60-90 Day Guide with Erika VillarrealJoin Jeff as he interviews Erika Villarreal, author of The 30-60-90 day guide to Onboard Yourself: a helpful guide for new employees during their first 90 days on the job. This guide covers topics such as getting to know the team, understanding team members and products/roles, and transitioning accounts, and diving deep into customer details.2023-02-0831 minGSD - Getting Services DoneTaking a Proactive Approach to CSM: Advice from Bernadette RisleyIn this episode, Jeff interviews Bernadette Risley about using good sales tactics to be better CSMs. They discuss the importance of having a strategy in place before executing any customer success initiatives and how to review original objectives.2023-01-2938 minGSD - Getting Services DoneJay Nathan is passionate about Customer Success and CommunityIn this podcast, Jay Nathan, EVP of Higher Logic, talks about how to use Community as a way of scaling customer success.
He also talks about :
- How Community increases NRR
- The community ROI story to the CFO
- Creating an Ecosystem customers feel great about
- Building Self service with Community
- Monitoring your communities will give you an effective product in behavior insights better than anything else
Video version here: https://youtube.com/@infiniterenewals2023-01-1639 minGSD - Getting Services DoneEpisode 35: Carly Agar helps CSMs get jobsJeff is joined by Carly Agar, who helps people land jobs in Customer Success. Carly spent many years as a high-performing CSM before starting her own practice. In this chat, Carly discusses:
Her move from CSM to starting her own consulting practice vs going into a management role
Career paths and making the right next step
Transitioning from other careers into CSM
Networking do's and dont's
Startups vs big company
Heavy stock paper resumes and the importance of zippered briefcases
This was a blast to record! Follow Carly at https://www.carlyagar.com/2023-01-0429 minGSD - Getting Services DoneEpisode 34: Slack as a Customer Retention Tool with Mike Molinet of BranchJeff is joined by Mike Molinet of Branch. Mike had written this article on how Branch uses Slack to Retain and Grow $100k+ accounts. This was such a different perspective that we needed to get Mike on the podcast to explain. Listen has Mike describes:
- How Branch uses Channels to keep engagement high with Branch's power users and Champions
- Expectation management and guardrails needed to prevent CSM burnout with customers actively engaging with Slack
- Building organic communities with customers using Slack
- Sending Product updates and marketing to cu...2022-12-0839 minGSD - Getting Services DoneEpisode 33: $TFU (and Let Your Customers’ Voice Be Heard) with Bob LondonJeff sits down with the legendary Bob London to discuss Strategic Conversations. Bob has over 2600 customer conversations analyzed among sales and CS, and has put together a framework for talking to customers called the Five Customer Love languages. Jeff and Bob dive deep into the 5 love languages and talk about how to use the framework to get your customers to open up about what's important to them. We discuss how these interact with customer calls, 45 minute zombie QBR's, and also how to overcome imposter syndrome.
Additional topics include: working with Covid, schadenfreude as a Re...2022-10-2637 minGSD - Getting Services DoneEpisode 32: An Industry Analyst's Perspective on Customer Success with Bruce DaleyThis week we were joined by Bruce Daley of S&P Global 451 Research. Bruce is an industry analyst following revenue generation software companies with a particular interest in Customer Success vendors. He is a long-time student of the software industry and is considered minor nobility in it by some. We talked about how to make a buck in this business, spending a little time making jokes. Some of the questions we discussed were:
Is customer success a good place to build a career?
What is the overall market demand for customer success products?
Who are some of the win...2022-10-1135 minGSD - Getting Services DoneEpisode 31: Rachel Provan is helping new Customer Success leaders with their careersJeff is joined by Rachel Provan, a Top 50 Women Leaders In Customer Success 2022 and Top 100 CS Strategist 2022! Rachel and Jeff discuss:
- Time Management boundaries in CS and how to get people to respect them and stop the pattern of interruption
- Rachel's career advice about "Heads of CS" positions
- The problem with the "player coach" role
- The Eisenhower matrix, the urgent important and how to use it to get your life back
- Strategies for getting that raise and promotion.
...2022-09-2936 minGSD - Getting Services DoneEpisode 30: Kristi Faltorusso - Step up, own your role, and be a force in the Board RoomJeff is joined by an ALL FIRED UP top 25 CS Influencer Kristi Faltorusso of Client Success to go over a few items that were hot topics in the hallways and bars of Gainsight Pulse. Kristi wants CS leaders to uplevel their game and protect their team by being powerful executives. Key topics include:
- CS leaders playing the victim instead of leading from the front
- "Asking" for a seat at the executive table
- Owning revenue and renewals
- Budget wars
- USE THE DATA t...2022-09-0736 minGSD - Getting Services DoneEpisode 29: The Impact of Ownership with Jan YoungJeff talks with Jan Young every few months to go over Customer Success topics. for this time, we decided to tape it! We were inspired to catch up to discuss the differences in approach between Frank Slootman's new book (where he says CS is not needed) compared to a post from Jason Lemkin. We covered that, and then in our usual style talked about everything on our minds that day!
Topics include:
Jan's background in the entertainment business and how it prepared her for SaaS
Hiring specialists vs. generalists and when to use those strategies
Analyzed Ch...2022-08-1636 min
GSD - Getting Services DoneEpisode 28: Everything you need to know about Implementation with Meg LovellMeg Lovell of Everbridge is a ninja when it comes to all things implementation. We chatted and had a fast paced conversation about everything you need to know about implementation, including
- turning 9 month implementations into 3
- Customers not getting any value from your product and needing to renew
- Approaching implementations with a psychology standpoint and human behavior point of view
- Eliminating the status call
- Charging Professional Services for things the customer is asking you to do
- Using Project Managers to run Implementation P...2022-06-0835 minGSD - Getting Services DoneEpisode 27: Deep Dive on CSM Enablement with Alex MedeirosJeff is joined by longtime friend and former coworker Alex Medeiros to discuss Alex's new role as Head of Enablement at Limeade.
Topics discussed are :
What is CSM Enablement?
Importance of Success Criteria and targeting the right customers
Quick impacts
Build trust all along the onboarding journey
Interaction with Product Marketing
Handoff and Onboard Readiness
And many other nuggets that Alex has picked up along the way in building this new competency!2022-04-2642 minGSD - Getting Services DoneEpisode 26: Customer Success Careers with Maranda DziekonskiCustomer Success Legend Maranda Dziekonski joins Jeff on the latest podcast. In a very open and honest conversation, Maranda talks about:
- Her blue-collar work ethic and how she went from the factory to the office
- Customer Success and who owns the revenue, upsells, etc
- Leveraging new tech and approaches (Ops, AI)
- Roles in the new Customer Success organization
- Landing a role in CX as a college grad vs a career transition
- How to avoid burnout
Also lots of tangents on...2022-04-0445 minGSD - Getting Services DoneEpisode 25: Shari Srebnick and Listening to your CustomersJeff is joined by Top 100 Customer Success Strategist 2020 & 2021 Shari Srebnick, the Head of Customer Success at Searchmetrics. Shari educates Jeff on the best ways to listen to your customer to drive better enagement and customer relationships. Topcis include:
- Why NPS isn't the best or only way to track customer sentiment
- Properly segmenting your customer base to make sense of your data collection
- Surveying end-users AND stakeholders
- How to create your strategy around customer sentiment
- What NOT to talk about in the QBR
...2022-02-0233 minGSD - Getting Services DoneEpisode 24: Deep dive into CS Ops with David EpperlyIn this podcast, Jeff does a deep dive into the world of CS Ops with David Epperly of Red Canary. David put together a great post about the basics of CS Ops (click here to read). Topics discussed were:
- Key metrics to track for CS Ops to prevent churn
- Do you need CS-specific tools like Gainsight or Churn Zero to use data for understanding churn risk?
- Using qualitative factors to understand churn risk
- What level do you start relying on data science and more c...2022-01-1842 minGSD - Getting Services DoneEpisode 23: Onboarding, CS Ops and making it happen with Dana SozaThis week we are joined by Dana Soza, of customer everything.com. Dana is an OG in Customer Success, and was named a 2021 Top 100 Customer Success Strategist. We talked about doing CS before CS was even a thing. Some topics we went over were:
Creating tech and templates out of thin air
Streamlining the Onboarding Process with CRM Automation
Increasing Adoption by 900% (!!!)
Creating a process from scratch from presales through renewal
Using data to retain and upsell customers, even if they were in danger of not renewing
We also talked about Dana’s passion for helping new CS...2021-12-1031 minGSD - Getting Services DoneEpisode 22: CSM Case Study - Turning service into (customer) success with Stephanie KempThis week we are joined by Stephanie Kemp, of Get Bridge. Stephanie talks about her life of service, and how she took her non-CS jobs and parlayed them into her current position. Her story of how she got her current role is a great lesson in perseverance, and not taking no for an answer. Stephanie is a powerhouse and very driven, and I am sure you will enjoy her story! 2021-08-2337 minGSD - Getting Services DoneEpisode 21: Aaron Thompson on Customer Journey Mapping and how to avoid the Trough of Disillusionment with your customersJeff is joined by very special guest and keynote speaker Aaron Thompson of SuccessHacker. Covered lots of ground here, including:
Customer Journey Mapping and Funnel Acquisition
The Trough of Disillusionment and Buyers Remorse
The 3 D's of Customer Success
Retention Starts with Implementation
Should CSM’s manage the implementation of the project?
What does an ideal implementation team look like for a SaaS B2b enterprise-focused company?
Also, check out Aaron's post here with some video explanations of the concepts - https://www.linkedin.com/posts/athomps_customersuccess-onboarding-podcast-activity-6825530250747891712-Sv9s2021-07-2934 minGSD - Getting Services DoneEpisode 20: CSM CASE STUDY- Finance as a Service with Steven Byler of GrowthLab Finance-as-a-ServiceAs part of a new focus with the podcast, we kicked off our first case study with Steve of GrowthLab Finance-as-a-Service. Steve dives in and talked about the move to use CSM's when their customers asked for a different engagement model. Steve talks about how having CSM's gets him closer to his goal of "making things boring again." Some good chat here around net retention, QBR's and implementation. 2021-07-1235 minGSD - Getting Services DoneEpisode 19: Customer Success in the Pre-sales trial PhaseVery happy to have James Stuart of Reed talk about how the Customer Success team is being used to help trial users get a high touch to increase success in the pre-sales phase. I love this concept! James and talk about using all the great Customer Success tools to get outcome-driven trials to convert prospects into successful and happy customers.2021-05-1244 minGSD - Getting Services DoneHow to start your own Consulting Business with Michael ZipurskyVery excited to bring Michael Zipursky of Consulting Success to the podcast. Michael has been helping people run their own consulting business for almost 15 years and has a huge track record of success. Michael came on the show and asked questions around:
What is the overwhelming scenario of people wanting to start their own consulting business?
What are the first steps?
How to overcome Imposter Syndrome?
the Consulting Mindset
The biggest challenge most people run into
How to scale your business and not burn out
2021-04-0942 minGSD - Getting Services DoneUsing the Consulting mindset to scale your company with John KirkmanJeff is joined by John Kirkman, who has years of experience from stints at Deloitte, Nike and now Convoy. We covered ALOT of ground in this one, with the first topic being how to use your consulting chops to the enterprise when large companies are forced to change. John has a ton of experience in Large scale logistics and Executable Strategy in Supply Chain, so it was great to chat with someone who was in the trenches on complex problems
Other topics are:
Remote Teams and management
New tools don't Fix old problems
How to quickly...2021-03-2446 minGSD - Getting Services DoneDiagnostic thinking to improve the Implementation experience with Pat MuirraguiJeff is joined by Pat Muirragui, Senior Director of Services at Mitek Systems. Jeff and Pat talk a ton of PS and Implementation shop, and go into the details on Org structures, tools, and best practices. Pat is passionate about making sure that the customers he oversees are set up correctly, and how he uses a diagnostic approach to understand current state and desired future state. Lots of TTV, Project Profitability talk as well as we try to cover a variety of topics, including Pat's COVID hobby. 2021-03-1052 minGSD - Getting Services DoneCustomer Success through Radical Transparency with Michael BuccellatoMichael Buccellato (https://www.linkedin.com/in/michael-buccellato-15419737/) is at LawGeex, where he runs manages the highest ARR clients.
Michael starts talking about how he transitioned from Business development roles into post-sales success. Discussion ranges from:
Customer lifecycle Onboarding to renewal, and the differences from large company to startups.
Wearing multiple hats and knowing when to specialize vs generalize.
Molding implementation for lawyers and non-typical users.
Getting involved earlier, in presales, with customers to ensure successful implementations.
Identifying different user types and understanding their challenges
Decreasing Time to value to set up success for renewals
Radical Transpar...2021-02-0341 minGSD - Getting Services DoneBuilding a successful startup implementation organization with Bradley Jones, VP of Implementation at IndeavorJeff is joined by Bradley Jones, who is the VP of Implementation at Indeavor. Brad is the first person that I have met with this title, and we had a lot of ground to cover. A list of the topics discussed are:
- Applying the learnings of a Big 4 consulting background to startups
- Implementing a Minimum Viable Process vs the over-processization that happens with large consulting companies
- Becoming a vital asset of the B2B and B2B2C presales process and helping to close enterprise deals
- Balancing fle...2020-12-1549 minGSD - Getting Services DoneEpisode 18: Build your product to make sure Onboarding is successful with Cait Porte of ZmagsJeff is joined by Cait Porte, who is leading Product and Global Services for Zmags, including Product Management, User Experience, Customer Onboarding, and Customer Support. This is a unique blend of responsibilities, and the topics discussed are:
- Building Product to enable Customer Success FAST in a SaaS world that is easy to do
- Getting consensus and alignment in presales and scoping to make sure that prospects and customers can get fully onboarded in less than 30 days
- Working with Customers to get consensus on success metrics during the onboarding phase
2020-11-2442 minGSD - Getting Services DoneEpisode 17: Discovering Discovery with George Jagodzinski of IntevityJeff and George have worked on projects for over 10 years. Recently George's company, Intevity, has been leading a discussion about Discovery and best practices. Jeff got a chance to sit down with George and go over all the best practices for not just a discovery session, but a discovery period. Topics covered include: - best length of time for. a discovery period - Trust, empathy and how not to "lead the witness" - Best tools to use - Building trust along the way instead of the BIG REVEAL in the end. Music choice for the intro is George's- James B...2020-11-1244 minGSD - Getting Services DoneEpisode 16: How UX transforms the Customer JourneyThis is a Getting "Software" Done podcast, but we made sure to touch onboarding as it relates to the creation of products and workflows.
Today Jeff is joined by Shmuel Bollen, a UX practitioner, and teacher. Shmuel has been creating interfaces for over 20 years- from his time at Bose to his current teaching at Bentley and creating enterprise UX for ACI Worldwide, a billion-dollar payment company. Shmuel discusses how he started creating documentation on the new Internet in the mid 90's, and his journey to where he is now. Shmuel and Jeff spend a bit of time talking about how c...2020-06-1139 minGSD - Getting Services DoneEpisode 15: Scott Roth, SVP Global Customer Success at MedalliaThe GSD Podcast RETURNS after a few months off. Jeff is joined by Scott Roth, SVP Global Customer Success at Medallia to talk about building a great customer lifecycle. Topics covered are Hiring for great teams, Customers for life, presales, onboarding, and funneling feature requests back into the Product organization.
A quick note that the first 6 minutes are pretty free form and off-topic. This was left in, as it is nice to hear people talk a little in these times to hear the personalities involved.2020-06-0347 minGSD - Getting Services DoneEpisode 14: Customer Success Legend Diane Gordon!I am so excited to bring this podcast to you. Diane is one of the pioneers in Customer Success, and here we talk about early SaaS strategies, "services" DNA, who should own upsell and renewals, and lots of other great nuggets.2019-11-0135 minGSD - Getting Services DoneEpisode 13: Deep dive on Technical Scoping Projects with Randy SyringToday Jeff was joined by Randy Syring. A deep dive into how to scope projects from a technical perspective ensued, but also how to map it back to the business needs. Topics covered:
- Randy's transition from seminary to CEO
- Agile v Waterfall.
- Randy's 100 hour guarantee.
- using Zenhub and "mockup driven development"
- using MOSCOW to get priorities of deliverables
- Fixed Fee vs. Team based projects2019-10-1852 minGSD - Getting Services DoneEpisode 12: How to reduce customer churn and Increase your B2b SaaS profits with Anita TothI met Anita recently and after a few minutes of talking, I knew that I had to record a podcast with her. Anita has taken her experience as a university qualitative researcher and is now obsessed with helping companies reducing their churn. HINT- the problem is not always what you think it is.
More about Anita --> https://anitatoth.ca/2019-10-1138 minGSD - Getting Services DoneEpisode 11: Scoping UX with Vik KudesiaJeff is joined by Vik Kudesia, a UX Designer that was a customer, co -worker, and now former coworker. Topics discussed were how to scope projects under pressure, pro services team vs product teams, remote working, and many obscure Seinfeld references!2019-10-0455 minGSD - Getting Services DoneEpisode 10: Innovating Services and Guaranteeing Success with Luiz Figueira of GympassGSD is back from summer break with Luiz Figueira of Gympass. Luiz talks about how he has taken some of the lessons learned while at Boston Consulting Group and have applied them to Gympass. Luiz and team have some very innovative ways of ensuring success and satisfaction on every project that we get into, which has helped them scale fast and help utilize partners.2019-09-1827 minGSD - Getting Services DoneEpisode 9: Getting to Maybe- Selling Services with Dave WittingDave Witting joins me on this podcast to discuss why he never calls me back, and also both of our conversions to being sales guys. We discuss networking, content generation, methods that we saw the big salespeople do, and much more. Dave and I have a lot of history, so there are lots of jokes before this goes off the rails. 2019-06-271h 02GSD - Getting Services DoneEpisode 8: Career Transitions in Professional Services with Andrew FinkJeff is joined by Andrew Fink. Andrew is an exceptional Professional Services leader that started his career at the premier consulting groups of the day - Andersen, CTP and then grew his skills at Met Life before we met at Endeca. Andrew discusses the differences in roles and the difficult decisions that we all have to face when growing (and shrinking) companies. We then transitioned into discussing both of our recent career moves and the thought process behind those changes2019-06-2243 minGSD - Getting Services DoneEpisode 7: How to grow your Services team from 0 through IPO with Mark Holland of ToastJeff is joined by one of his closest mentors, Mark Holland. Mark was Jeff's manager at Endeca and helped shape many formative ideas with his background at Accenture. Since then, Jeff and Mark worked together at Brightcove, and then Mark ran one of the largest communities in the world at Applause. Tons of best practices covered here!2019-05-2056 minGSD - Getting Services DoneEpisode 6: Project Management as an Art with Randy CoxWe cover Project Management in depth - when to use what methodology, best metrics to track project health, Agile vs Waterfall, and lots more!
https://www.linkedin.com/in/randy-cox-ms-pmp-pmi-acp-csm/2019-05-1152 minGSD - Getting Services DoneEpisode 5: Scaling large services organizations and Customer Success with Adriana ZemanJeff chats with Adriana about scaling Acquia with experience 100% growth year after year and the type of organization she needed to build to support that. Also covered:
- Discussing the concept of creating product/service packages
- biggest lessons learnt from working at Acquia
- alignment between the sales team and the services team
- how to hire an account manager that can deal with the complexities of working within a startup company 2019-05-0347 minGSD - Getting Services DoneEpisode 4: Product to pure services, offshoring and using partners effectively with Bill WhiteboneJeff chats with industry veteran Bill Whitebone of http://www.advancevelocity.com/, to discuss how he transitioned from Services to physical product, and now to pure consulting. Bill walks through how he effectively built partner teams and also the best way to use offshore resources.
http://www.advancevelocity.com/2019-04-251h 01GSD - Getting Services DoneEpisode 3: Scaling Customer Success for Hypergrowth Companies with Renee Bochman of SalsifyJeff is joined by Renee Bochman, VP of Customer Engagement at Salsify. Discussion on Customer Support, driving adoption, and her drive to create a better customer experience. We discussed onboarding, implementation, best models for SaaS customers to be successful from the time a customer signs. Success metrics, improving adoption, and testing and learning the best model for success while in hypergrowth mode. We also touched on Renee’s approach to management, and finished up with mentoring and meditation.
Renee- https://www.linkedin.com/in/reneebochman/2019-04-1241 minGSD - Getting Services DoneEpisode 2: From Special Forces to Design Leader with Richard BanfieldJeff is joined by Richard Banfield, founder of Fresh Tilled Soil . We covered many topics, including how the leadership training in Special Forces helped him understand the customer and the "why" more with customers. We talked extensively on building teams, selling methodologies, customer empathy, and many more. We also covered Richard's favorite podcasts and thought leadership books. A great time and I learned a ton. 2019-04-031h 06GSD - Getting Services DoneEpisode 1: Professional Services at a Product Company and agency Reflections with Eric EliaJeff is joined by Eric Elia, where they discuss how Brightcove came onto the scene and how the Professional Services team became one of the first SaaS based custom development shops. Discussions about personality types to hire for, getting sales teams onboard and how to make sure that the projects you do ensure stickiness inside your customers. Eric discussed how to make sure that your team doesn't get in the way of the customer happiness and jeopardize the relationship and ultimately, the software deal. Lots of laughs as well!2019-03-271h 01GSD - Getting Services DoneIntro - What this podcast is about and who we will be talking toFirst shot! Introduction. Thanks for listening!2019-03-2104 min