PODCAST · business
GSD - Getting Services Done
by Jeffrey R Kushmerek
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
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The Strategic Role of Services in SaaS Growth with Jonathan Corey of Precursive
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…
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Unlocking Customer Success: Evolving Strategies with Jay Nathan
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…
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How to Launch Customer Success SQLs To Expand and Retain with Monica Trivedi
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
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Driving Revenue Growth Through CSM with Chad Horenfeldt and Kristi Faltorusso
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!
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How Technical Should CSMs Be with Lizzy Rosen
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...
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Insights From a Customer-Focused CEO with Kris Rudeegraap
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!
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A Step-By-Step Guide To Running Digital CS
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...
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Voice of the Customer Programs With Dana Alvarenga
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!
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Unlocking Success: The Role of Forecasting in Business ft. Alli Tiscornia
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...
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Maximizing Customer Success Using Slack With Gözde Görce
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...
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Running a great Customer Advisory Board: Insights from Scott Roth with Alli Tiscornia
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…
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Mastering Your Career: Candid Insights on Leadership & Planning with Marija Skobe-Pilley
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...
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Delivering Amazing Customer Experiences with Daniel Viduya
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...
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GSD 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...
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Unlock Your Team's Potential with CSM Enablement Expert Sumitra Narayanan
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.
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Leslie's Greenwood's Path to Becoming a Community Builder
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...
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Taking the Stress Out of Go-Live Day: Tips and Tricks from Pat Muirragui
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.
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Unlocking the Hidden Treasure of High Value Consulting with Michael Burton
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...
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Implementation Tips from Cheyanne LaFrance
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...
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Onboarding Yourself: A 30-60-90 Day Guide with Erika Villarreal
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...
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Taking a Proactive Approach to CSM: Advice from Bernadette Risley
In 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.
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Jay Nathan is passionate about Customer Success and Community
In 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…
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Episode 35: Carly Agar helps CSMs get jobs
Jeff 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...
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Episode 34: Slack as a Customer Retention Tool with Mike Molinet of Branch
Jeff 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...
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Episode 33: $TFU (and Let Your Customers’ Voice Be Heard) with Bob London
Jeff 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…
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Episode 32: An Industry Analyst's Perspective on Customer Success with Bruce Daley
This 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…
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Episode 31: Rachel Provan is helping new Customer Success leaders with their careers
Jeff 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"...
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Episode 30: Kristi Faltorusso - Step up, own your role, and be a force in the Board Room
Jeff 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…
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Episode 29: The Impact of Ownership with Jan Young
Jeff 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...
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Episode 28: Everything you need to know about Implementation with Meg Lovell
Meg 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…
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Episode 27: Deep Dive on CSM Enablement with Alex Medeiros
Jeff 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…
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Episode 26: Customer Success Careers with Maranda Dziekonski
Customer 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…
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Episode 25: Shari Srebnick and Listening to your Customers
Jeff 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…
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Episode 24: Deep dive into CS Ops with David Epperly
In 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…
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Episode 23: Onboarding, CS Ops and making it happen with Dana Soza
This 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…
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Episode 22: CSM Case Study - Turning service into (customer) success with Stephanie Kemp
This 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.…
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Episode 21: Aaron Thompson on Customer Journey Mapping and how to avoid the Trough of Disillusionment with your customers
Jeff 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...
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Episode 20: CSM CASE STUDY- Finance as a Service with Steven Byler of GrowthLab Finance-as-a-Service
As 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…
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Episode 19: Customer Success in the Pre-sales trial Phase
Very 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...
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How to start your own Consulting Business with Michael Zipursky
Very 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…
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Using the Consulting mindset to scale your company with John Kirkman
Jeff 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...
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Diagnostic thinking to improve the Implementation experience with Pat Muirragui
Jeff 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...
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Customer Success through Radical Transparency with Michael Buccellato
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…
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Building a successful startup implementation organization with Bradley Jones, VP of Implementation at Indeavor
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...
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Episode 18: Build your product to make sure Onboarding is successful with Cait Porte of Zmags
Jeff 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…
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Episode 17: Discovering Discovery with George Jagodzinski of Intevity
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....
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Episode 16: How UX transforms the Customer Journey
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…
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Episode 15: Scott Roth, SVP Global Customer Success at Medallia
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…
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Episode 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.
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Episode 13: Deep dive on Technical Scoping Projects with Randy Syring
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...
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ABOUT THIS SHOW
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.
HOSTED BY
Jeffrey R Kushmerek
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Frequently Asked Questions
How many episodes does GSD - Getting Services Done have?
GSD - Getting Services Done currently has 63 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is GSD - Getting Services Done about?
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,...
How often does GSD - Getting Services Done release new episodes?
GSD - Getting Services Done has 63 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to GSD - Getting Services Done?
You can listen to GSD - Getting Services Done on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts GSD - Getting Services Done?
GSD - Getting Services Done is created and hosted by Jeffrey R Kushmerek.
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