Podcasts by GSD - Getting Services Done

How to Launch Customer Success SQLs To Expand and Retain with Monica Trivedi from 2023-09-13T08:28:30

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 inv...

Driving Revenue Growth Through CSM with Chad Horenfeldt and Kristi Faltorusso from 2023-08-10T04:48:26

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 v...

How Technical Should CSMs Be with Lizzy Rosen from 2023-08-01T05:35:27

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 expert...

Insights From a Customer-Focused CEO with Kris Rudeegraap from 2023-07-18T21:00

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 f...

A Step-By-Step Guide To Running Digital CS from 2023-06-30T05:52

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...

Voice of the Customer Programs With Dana Alvarenga from 2023-06-12T18:00:09

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...

Unlocking Success: The Role of Forecasting in Business ft. Alli Tiscornia from 2023-05-30T00:45:29

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) an...

Maximizing Customer Success Using Slack With Gözde Görce from 2023-05-15T08:39

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 com...

Running a great Customer Advisory Board: Insights from Scott Roth with Alli Tiscornia from 2023-05-09T06:00:06

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...

Mastering Your Career: Candid Insights on Leadership & Planning with Marija Skobe-Pilley from 2023-04-27T22:50:23

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:

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Delivering Amazing Customer Experiences with Daniel Viduya from 2023-04-19T03:59:01

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 discus...

GSD Podcast - Creating Rock Stars that Scale with Dan Ennis from 2023-04-06T02:42:56

• 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 talk...
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Unlock Your Team's Potential with CSM Enablement Expert Sumitra Narayanan from 2023-03-30T14:50:15

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 wha...

Leslie's Greenwood's Path to Becoming a Community Builder from 2023-03-21T19:38:32

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 meani...

Taking the Stress Out of Go-Live Day: Tips and Tricks from Pat Muirragui from 2023-03-15T00:19:46

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.

Unlocking the Hidden Treasure of High Value Consulting with Michael Burton from 2023-03-07T14:45:31

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 p...

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Implementation Tips from Cheyanne LaFrance from 2023-02-22T01:02:34

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...

Onboarding Yourself: A 30-60-90 Day Guide with Erika Villarreal from 2023-02-08T12:18:08

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 topi...

Taking a Proactive Approach to CSM: Advice from Bernadette Risley from 2023-01-29T22:56:44

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 succe...

Jay Nathan is passionate about Customer Success and Community from 2023-01-15T23:10:37

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...

Episode 35: Carly Agar helps CSMs get jobs from 2023-01-04T17:45:23

Jeff is joined by Carly Agar, who helps people land jobs in Customer Success. Carly spent many years as a high-performing CS...

Episode 34: Slack as a Customer Retention Tool with Mike Molinet of Branch from 2022-12-08T14:30:57

Jeff is joined by Mike Molinet of Branch. Mike had written this Listen

Episode 33: $TFU (and Let Your Customers’ Voice Be Heard) with Bob London from 2022-10-26T19:37:50

Jeff sits down with the legendary Bob London  to discuss Strategic Conversations. Bob has over 2600 customer conversatio...

Episode 32: An Industry Analyst's Perspective on Customer Success with Bruce Daley from 2022-10-10T23:20:18

This week we were joined by Bruce Daley of S&P Global 451 Research. Bruce is an in...

Episode 31: Rachel Provan is helping new Customer Success leaders with their careers from 2022-09-29T15:48:50

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:...

Episode 30: Kristi Faltorusso - Step up, own your role, and be a force in the Board Room from 2022-09-07T19:48:02

Jeff is joined by an ALL FIRED UP top 25 CS Influencer Kristi Faltorusso of Listen

Episode 29: The Impact of Ownership with Jan Young from 2022-08-16T15:12:29

Jeff talks with Jan Young every few months to go over Customer Success topics. for this time, we decided to tape it! We we...

Episode 28: Everything you need to know about Implementation with Meg Lovell from 2022-06-08T11:51:32

Meg Lovell of Everbridge is a ninja when it comes...

Episode 27: Deep Dive on CSM Enablement with Alex Medeiros from 2022-04-26T12:17:06

Jeff is joined by longtime friend and former coworker Alex Medeiros to discuss Alex's new role as Head of Enablement...

Episode 26: Customer Success Careers with Maranda Dziekonski from 2022-04-04T13:41:14

Customer Success Legend Maranda Dziekonski joins Jeff on the latest podcast. In a very open and honest conversatio...

Customer Success Careers with Maranda Dziekonski from 2022-04-04T13:41:14

Customer Success Legend Maranda Dziekonski joins Jeff on the latest podcast. In a very open and honest conversatio...

Episode 25: Shari Srebnick and Listening to your Customers from 2022-02-02T21:47:47

Jeff is joined by Top 100 Customer Success Strategist 2020 & 2021 Shari Srebnick, the Head of Customer Success at Sea...

Shari Srebnick and Listening to your Customers from 2022-02-02T21:47:47

Jeff is joined by Top 100 Customer Success Strategist 2020 & 2021 Shari Srebnick, the Head of Customer Success at Sea...

Deep dive into CS Ops with David Epperly from 2022-01-18T20:53:40

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 (Listen

Episode 24: Deep dive into CS Ops with David Epperly from 2022-01-18T20:53:40

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 (Listen

Episode 23: Onboarding, CS Ops and making it happen with Dana Soza from 2021-12-10T16:25:31

This week we are joined by Dana Soza, of customer...

Onboarding, CS Ops and making it happen with Dana Soza from 2021-12-10T16:25:31

This week we are joined by Dana Soza, of customer...

CSM Case Study - Turning service into (customer) success with Stephanie Kemp from 2021-08-23T14:38:40

This week we are joined by Stephanie Kemp, of Get...

Episode 22: CSM Case Study - Turning service into (customer) success with Stephanie Kemp from 2021-08-23T14:38:40

This week we are joined by Stephanie Kemp, of Get...

Episode 21: Aaron Thompson on Customer Journey Mapping and how to avoid the Trough of Disillusionment with your customers from 2021-07-29T13:46:20

Jeff is joined by very special guest and keynote speaker Aaron Thompson of SuccessHac...

Aaron Thompson on Customer Journey Mapping and how to avoid the Trough of Disillusionment with your customers from 2021-07-29T13:46:20

Jeff is joined by very special guest and keynote speaker Aaron Thompson of SuccessHac...

CSM CASE STUDY- Finance as a Service with Steven Byler of GrowthLab Finance-as-a-Service from 2021-07-12T19:47:28

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...

Episode 20: CSM CASE STUDY- Finance as a Service with Steven Byler of GrowthLab Finance-as-a-Service from 2021-07-12T19:47:28

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...

Episode 19: Customer Success in the Pre-sales trial Phase from 2021-05-12T20:32:20

Very happy to have James Stuart of Reed talk about how the Customer Success ...

Customer Success in the Pre-sales trial Phase from 2021-05-12T20:32:20

Very happy to have James Stuart of Reed talk about how the Customer Success ...

How to start your own Consulting Business with Michael Zipursky from 2021-04-09T20:09:46

Very excited to bring Michael Zipursky of Consulting Success to the podcast. Michael has been ...

Using the Consulting mindset to scale your company with John Kirkman from 2021-03-24T19:32:19

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 on...

Diagnostic thinking to improve the Implementation experience with Pat Muirragui from 2021-03-10T14:33:33

Jeff is joined by Pat Muirragui, Senior Director of Services at Mitek Systems. ...

Customer Success through Radical Transparency with Michael Buccellato from 2021-02-03T20:23:16

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...

Building a successful startup implementation organization with Bradley Jones, VP of Implementation at Indeavor from 2020-12-15T21:23:57

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...

Build your product to make sure Onboarding is successful with Cait Porte of Zmags from 2020-11-24T16:26:28

Jeff is joined by Cait Porte, who is leading Product and Global Services for Zmags, including Product Management, User Experience, Customer O...

Discovering Discovery with George Jagodzinski of Intevity from 2020-11-12T19:22:31

Jeff and George have worked on projects for over 10 years. Recently George's company, Intevity, has been leading a discussion about Discovery...

How UX transforms the Customer Journey from 2020-06-11T16:58:05

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, a...

Scott Roth, SVP Global Customer Success at Medallia from 2020-06-03T17:28:28

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 fo...

Customer Success Legend Diane Gordon! from 2019-11-01T19:04:41

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...

Deep dive on Technical Scoping Projects with Randy Syring from 2019-10-18T19:01:39

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 trans...

How to reduce customer churn and Increase your B2b SaaS profits with Anita Toth from 2019-10-11T19:35:15

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 wi...

Scoping UX with Vik Kudesia from 2019-10-03T23:09:59

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...

Innovating Services and Guaranteeing Success with Luiz Figueira of Gympass from 2019-09-18T20:35:16

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 a...

Getting to Maybe- Selling Services with Dave Witting from 2019-06-27T16:47:25

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 ...

Career Transitions in Professional Services with Andrew Fink from 2019-06-21T22:31:50

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...

How to grow your Services team from 0 through IPO with Mark Holland of Toast from 2019-05-20T17:24:42

Jeff 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 wo...

Project Management as an Art with Randy Cox from 2019-05-11T00:33:03

We cover Project Management in depth - when to use what methodology, best metrics to track project health, Agile vs Waterfall, and lots more!

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Scaling large services organizations and Customer Success with Adriana Zeman from 2019-05-03T14:16:08

Jeff 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: Listen

Product to pure services, offshoring and using partners effectively with Bill Whitebone from 2019-04-25T17:39:23

Jeff 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 throu...

Scaling Customer Success for Hypergrowth Companies with Renee Bochman of Salsify from 2019-04-12T15:35:10

Jeff 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 onboar...

From Special Forces to Design Leader with Richard Banfield from 2019-04-03T16:53:22

Jeff is joined by Richard Banfield, founder of Fresh Tilled Soil . We covered many topics, including ...

Professional Services at a Product Company and agency Reflections with Eric Elia from 2019-03-27T21:34:24

Jeff 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...

Intro - What this podcast is about and who we will be talking to from 2019-03-21T20:23:58

First shot! Introduction. Thanks for listening!