Jeff Kushmerek’s Post

Maybe skip the video call next time. We live in a world where video calls have become the norm for communication, especially in the business world. With the rise of remote work, it's no surprise that platforms like Zoom, Skype, and Google Meet have become essential tools for keeping teams connected. And sometimes....Teams... However, as convenient as they may seem, many people are starting to feel drained by constant video calls. It's surprising how much more value I get from audio-only sessions. Customers appreciate it too. Listen to Chief Listening officer Bob London on his opinion below. Without video, it's easier to focus on the important stuff. I actually get up and walk around, which removes the desire to look at slack or another tab. During COVID, one of my interim leader roles had me with several direct reports, and I scheduled "walking 1-1s" Sometimes I stretch or do some quick squats. It's just a more relaxed and productive experience overall. What are some of your tips to avoid the crappy video call?

"Just so you know, if this site breaks because of your software, it means we are losing 1MM a day" (this site now generates $12.9 billion a year) I remember some of my team members being offended and upset by this threat. However, we needed to show some empathy. When you are a startup and someone selects your product over a much larger, more popular and SAFE choice, you have to remember that someone went out on a limb to make this decision. The old "no one got fired for choosing IBM" line... What did we do to make sure that our customers felt good about their decision during the implementation? - Onsite kickoff and requirements validation. When the ___ goes down, it's much easier to have hard conversations with people whom you have spent time in person with. Not the easiest to do these days, but I highly recommend this if you can swing it. - Constant updates. We didn't send a status report 5 minutes before the status meeting. 24 hours before our meetings we would send a report that gave them the time to absorb what we would go over in the meeting - Touch base calls in between regularly scheduled meetings. The more communication the better, even if it's not all good news. Bad news was delivered early to allow for planning and adjustment - A baseline plan to follow, but one that allows for flexibility. There is no need to PM a customer to death when you are implementing your software for them. There was a lot more that went into it, but these were the core tenants that led to many successful software launches, which eventually made our company so valuable that Oracle paid 1B in 2012. I would love to hear any similar war stories below!

Are you interested in starting a community, but are not sure where to start? I have you covered, as I talked to Leslie Greenwood on the latest podcast to get all the details. In this podcast, we'll be exploring Leslie's journey as a community builder. Leslie has been passionate about communities since before COVID and her experience in Pavilion only furthered her dedication to the cause. I talked to Leslie about how she established mission, vision, and values with startups, enabling them to create authentic and meaningful communities. Leslie discussed how she believes in customer journeys that lead to evangelists referring others in by micro wins throughout the journey. We also discussed Word-of-mouth marketing and how it is particularly relevant in the digital age, as well as understanding the competitive landscape and personas when rolling out a new one. We also had a fascinating discussion about the effectiveness of gamification in communities, and how internal intrinsic motivation leads to better engagement levels than external extrinsic rewards. If you are considering a community-building project or running an existing network, grab yourself a cup of coffee or tea, silence your phone, and listen to this informative episode – You won’t regret it! https://buff.ly/3u37meh

Did you know that last year we produced over 100 hours of tips and tricks from your favorite Customer Success, Implementation, Support, Professional Services, and other kickass leaders?!!! We have also started a "10-minute tactical tips" series that works like an "ask me anything" where we cover the most common questions that we are asked. Let me know if you have any topics that you want us to cover. Upcoming topics are CSM compensation, how to hire implementation resources, ops for tracking usage and adoption, when to roll out a Support platform, and more! The link to the new video channel is below. Ask any questions that you have in the comments!

Making QBRs great again! Today, I rolled out a new QBR deck for a client, which included nine slides focused on KPIs and goals, skipping the usual sales fluff. Received fantastic feedback – especially on the 'Would You Renew?' slide, which is typically the toughest part! Feeling pumped for our upcoming QBRs next month. Let's keep pushing the envelope and achieving great things! #Productivity #ClientSuccess #QBR Any big wins this week? Let me know!

What should CSM's do during Implementation? NOT implementation NOT Support Strategy. Check out the quick tips in our latest video based on questions we have been asked recently. https://buff.ly/3S6vciA

Do you want a quick hack for succeeding with others? Exec staff, sales prospects, and customers? Listen Listen deeply Feel and experience what the other person is saying. People just want to be heard. You can't just find a solution and spit out an answer in the heat of the moment. Most of the time, your solution will be overlooked because the other person is still formulating their response. You hear a problem in presales and start feature dumping what your product can do You are on an escalation call with an upset customer You are trying to gain consensus with the Exec team Wait 5 seconds. Then wait another...... What will happen when you slow the reactivity down? The person you are having a conversation with will feel more comfortable talking with you. They will open up and start forming stronger bonds. Science calls this "mirror neuron" you can google it, but essentially, "A mirror neuron is a neuron that fires both when a person acts and when the person observes the same action performed by another." This is also what triggers empathy. Empathy is a much easier way to work with others. Proving that you are right is not the key to getting ahead. You may get a few small wins, but you will not win the war.

Are your clients experiencing delays in the onboarding process? Are you finding yourself requesting renewals from customers who have only used your software for a month or two? To avoid these situations, it is crucial to take the following steps: 1- Engage your post-sales team to proactively identify and address any potential issues that may arise during the onboarding process. By carefully scoping out the implementation journey, you can prevent any roadblocks that could hinder customer success. 2- Ensure consistent and standardized implementation practices for all customers. Consistency is key in demonstrating that you are a robust product and not just a generic white-label solution. By following a standardized approach, you can streamline the onboarding process and deliver a seamless experience to every client. 3- Consider implementing implementation fees to cover the costs and resources dedicated to setting up each customer. This not only ensures that you are compensated for the efforts put into onboarding but also adds value to the service provided. 4- Establish a clear and defined timeline for implementation. By setting specific durations for onboarding, you can manage customer expectations and ensure a timely and efficient transition to using your software. By implementing these strategies, you will undoubtedly notice a significant improvement in customer satisfaction and retention rates. Taking a proactive approach to onboarding and implementation can make a world of difference in how your clients perceive and engage with your software solution.

So, are you guilty of taking over conversations with your customers? Do you find yourself constantly interrupting or waiting for them to finish so that you can jump in with your own ideas? In the fast-paced world of business, it's easy to fall into the trap of talking more than listening. But as any successful entrepreneur or salesperson will tell you, truly understanding your customers' needs and wants is crucial for long-term success. Bob London is the master of fixing this problem. Listen below for 30 seconds to hear how to be a better student.

Customer Advisory Boards (CABs) are a powerful tool to have as a CS leader. By bringing together some of your most valuable customers, you are messaging to them that you value them as a customer, and that they have an impact on the direction of your product. Some of the top benefits of a CAB are: Gain valuable insights: One of the most significant benefits of a CAB is the valuable insights that can be gained from customer feedback. By collecting input directly from your customers, you gain a deeper understanding of their needs, expectations, and pain points. This customer intelligence can be used to improve products, services, and overall customer experience. Building strong relationships: CABs provide an opportunity to build strong relationships with customers. By involving them in the process, you show that their opinion matters and that you value their loyalty. This can lead to long-term brand loyalty and customer retention. Stay ahead of the competition: CABs can help companies keep ahead of the competition. By gathering feedback from customers, businesses can identify trends, market shifts, and new product opportunities before they become mainstream. This gives companies a significant competitive advantage in the market. Test new ideas: CABs offer an excellent platform for testing new ideas and getting feedback before a product or service is launched. Customers can provide direct input on different features, designs, and functionalities and provide valuable feedback that can be used to refine the final product. Increase Revenue: CABs offer an excellent opportunity to increase revenue by upselling, cross-selling, and improving customer retention. By understanding their needs and pain points, businesses can offer tailor-fit solutions that address their unique challenges, leading to increased customer satisfaction and revenue growth. With such an important (yet not talked about much) subject, I asked Scott H. Roth to come back on the podcast. We were also joined by Allison Tiscornia of Churn Zero for the first half to make fun of the host and add some valuable insights. https://buff.ly/3vOrEbX