GSD - Getting Services Done
Jeff Kushmerek, with 20 + years of software professional services experience, gets deep into the details of Customer Success, Implementation, and Professional Services in software. Joined by experts in the industry, he covers everything from ops, growing teams, selling services and products, customer success, and everything in between.
Episodes
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...
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 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.
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!
Join 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 i...
Join 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.
Scott 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 ad...
In 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, wh...
Join 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 beh...
- 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 tha...
In 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.
Building 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 ga...
Learn 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.
It'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...
Listen 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 im...
Join 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.
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