GSD - Getting Services Done

Join 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.

Jeff 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 flexibility and standard processes with large customer and customer demands - Building Custom features in a SaaS world - Timing the Onboarding Phase to make sure proper transitions between a prospect’s previous vendor

In 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.

In 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! 🚀✨

Boost 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 #BusinessGrowth

Jeff 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!

This 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.

In 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!

Join 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!

Michael 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 Transparency in the sales process to make sure there are no surprises.  Initiatives Michael is working on to change internal behavior changes.  Lots more from someone deep in the trenches working with customers every day. 

Jeff 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 Brown, Love, Power, Peace: Live at the Olympia, Paris, 1971 . About Intevity  "Intevity is a digital consultancy specializing in Customer Experience, Digital Product Development, and Modernization solutions for both commercial and public sector clients. We believe that technology should serve not set the vision and strategy of an organization. We see technology’s impact on business to be ineffective without alignment, relevance, and velocity. We use our Digital Triality model to discover root problems, drive organizational readiness, and effective digital transformation within the enterprise, accelerating efficiency, growth, and competitive advantage. The Intevity process includes deploying senior, cross-functional consulting teams and industry SME’s that work hip-to-hip in the trenches to enable client teams and support the journey of effective digital transformation through utilizing custom software development and proven platforms including Adobe, AWS, BigCommerce, and Salesforce. Example clients include Foundation Medicine, Under Armour, iRobot, LogMeIn, AWS, Sazerac, Drizly, NASA, Department of Defense, Department of Labor, and Department of State."

This 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 creating a great product can reduce the need for complicated onboarding and large teams to support that.

The 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.

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.

Today 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 projects

I 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/

Jeff 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!

GSD 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.

Dave 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. 

Jeff 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 changes