Jeff Kushmerek, with 25 years of software professional experiences experience, gets deep into the details of Customer Success, Professional Services and Product creation in software.
Joined by experts in the industry, he covers everything from operations, growing teams, selling services and products, customer success, and everything in between. Listen to the latest podcast below or subscribe on Apple Podcasts and Spotify.
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 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
- Balancing UX and Design with what are the most usable features for customers
- Building Custom features in a SaaS world
- Timeboxing the Onboarding Phase to make sure the customer's time to value is maximized
- When to add Implementation fees, and why it works
Discovering Discovery- GSD Podcast with George Jagodzinski, Managing Director @ 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. 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.
