Podcasts about CSM

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesGet on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revupChapters:00:00 Building Lasting Customer Relationships02:15 Customer Management in CS05:34 Myths in Customer Success10:10 Principles of Strategic Relationships15:44 Consistency Over Intensity19:34 The Human Element in Customer Success22:18 Actionable TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

“Brand is the promise, the experience is the reality.” This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action. From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential's remarkable shift.You'll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn't about generic platitudes — it's about measurable change, internal momentum, and leadership buy-in.If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you've been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business. Key Moments:  00:00 Who is Abhii Parakh, CSM at Prudential?04:56 Building a Customer-Centric Culture10:19 Scaling Customer Experience Globally13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs28:05 Impact of Predictive Analytics & Debunking NPS35:22 Adopting AI at Prudential: Challenges, Success & Predictions45:23 The Difference Between Generative AI & Agentic AI 50:27 Future of AI and Ethical Considerations –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

In this episode, AAOMPT interviewer Nick Rainey is joined by Dr. Natalie Turrentine, orthopedic physical therapist and educator at Rosalind Franklin University, to unpack her CSM 2024 research on obstetric education in DPT programs.They cover:Differences between pelvic health and obstetric terminologyWhy orthopedic PTs need training in pregnancy-related considerationsAccessibility issues and referral trendsCAPTE standards and what's actually required in PT educationHow her program threads obstetric content across curriculumOpportunities to better prepare students without extending program length

 This week we are trying to discover the difference between the Seinfeld finale and this X-Files finale while we discuss “The Truth”! We're talking Gothic heroine Knowle Rohrer, how much Mulder loves his corner, Skinner awkwardly third-wheeling and then being coerced into being Mulder's lawyer, wonder how ghosts can give away pieces of paper, and get really excited for a second that we would be seeing Normal Hosteen. We spend a lot of time discussing CSM growing Rapunzel hair, get happy about one more Mulder Yell for the road, wonder how Marita still has her job at the UN, sleep through endless court scene after endless court scene, and feel a shiver go through us at how closely we avoided the George W. Bush deleted scene. Petition to replace the alien head emoji with CSM flaming skull starts now.  Send us an email at scullynationpod@gmail.com or follow us on Instagram! 

Send us a textIn this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of storytelling in customer success and upselling. She discusses how effective storytelling can significantly enhance a CSM's ability to connect with customers, drive revenue, and create compelling narratives that resonate with clients. Anika outlines a structured approach to storytelling, including the 'before', 'trigger', 'after', and 'future' elements, and encourages listeners to practice their storytelling skills to improve their upselling techniques.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesChapters:00:00 The Power of Storytelling in Customer Success02:16 Understanding the Human Element03:40 Crafting the Customer's Story08:21 The Upsell as a Natural Continuation12:07 Weekly Challenge: Practice Your Storytelling17:22 Recap and Key TakeawaysConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP Academy Podcast Editor: https://podcastmagician.com/

Join my newsletter and in the survey select Side Hustler and I will send you the best side hustles to your inbox plus alot more great information - https://lionden.io  Here is another video I made if you re looking for Passive Income - https://youtu.be/32R5NcmL22E?si=DVyhv9egeFaNoF5_  Buy my video course for just $27 were I break down the best side hustles so you can learn and make real money fast! - h https://robertrlyon.thrivecart.com/real-money-side-hustles/   Check out my course on how to make money day trading futures -  https://robertrlyon.thrivecart.com/day-trading-futures-training/   Wanna get a guaranteed high paying remote CSM job? Go here - https://clientsuccessclub.io  

American Rare Earths CEO Chris Gibbs joined Steve Darling from Proactive to announce new assay results from the company's ongoing mapping and channel sampling program at the Cowboy State Mine area of the Halleck Creek Rare Earths Project in Wyoming. The results further confirm the project's potential to become a major U.S.-based source of critical minerals. Gibbs shared that a total of 106 channel samples were collected across the Red Mountain area, a key target within the Halleck Creek project. Assay results revealed elevated levels of rare earth mineralization, with one standout sample grading 1.37% Total Rare Earth Oxide (TREO). Across the Red Mountain Pluton — the rare earth-bearing lithology — TREO grades ranged from 711 parts per million (ppm) to 13,651 ppm, with an average of 3,661 ppm. Notably, the company reported that magnet rare earth oxides, which are essential for high-performance magnets used in electric vehicles and wind turbines, account for approximately 28% of the total rare earth content. Heavy rare earth oxides, which are typically rarer and more valuable, represent about 13%. Fifteen of the collected samples exceeded 4,500 ppm TREO, further underscoring the presence of elevated-grade zones within the Red Mountain system. The company is currently incorporating the new channel sampling data into an updated geological model and mineral resource estimate for the CSM area. These updates will inform the ongoing mine planning process and play a key role in the upcoming Pre-Feasibility Study, which remains on track for completion in late 2025. #proactiveinvestors #americanrareearthslimited #asx #arr #otcqx #arrnf #adr #amrry #wyomingrareinc #AmericanRareEarths #HalleckCreek #CowboyStateMine #CriticalMinerals #Neodymium #Praseodymium #Yttrium #Dysprosium #MiningUpdate #PFS #ChannelSampling #ProactiveInvestors

"If done right, AI will actually make us more human. It handles the busy work and surfaces real-time insights—so GTM teams can focus on what really drives revenue: building relationships, solving real problems, and creating long-term customer value." That's a quote from Roderick Jefferson and a sneak peek at today's episode.Hi there, I'm Kerry Curran—Revenue Growth Consultant, Industry Analyst, and host of Revenue Boost, A Marketing Podcast. In every episode, I sit down with top experts to bring you actionable strategies that deliver real results. So if you're serious about business growth, find us in your favorite podcast directory, hit subscribe, and start outpacing your competition today.In this episode, titled AI + EQ + GTM: The New Growth Equation for B2B Leaders, I sit down with keynote speaker, author, and enablement powerhouse Roderick Jefferson to unpack the modern formula for revenue growth: AI + EQ + GTM.We explore why traditional sales enablement isn't enough in today's landscape—and how real go-to-market success requires alignment across marketing, sales, and customer success, powered by emotional intelligence and smart technology integration.Whether you're a CRO, CMO, or GTM leader looking to scale smarter, this episode is packed with real-world insights and actionable strategies to align your teams and drive sustainable growth.Stick around until the end, where Roderick shares expert tips for building your own AI-powered revenue engine.If you're serious about long-term growth, it's time to get serious about AI, EQ, and GTM. Let's go.Kerry Curran, RBMA (00:01)Welcome, Roderick. Please introduce yourself and share your background and expertise.Roderick Jefferson (00:06)Hey, Kerry. First of all, thanks so much for having me on. I'm really excited—I've been looking forward to this one all day. So thanks again. I'm Roderick Jefferson, CEO of Roderick Jefferson & Associates. We're a fractional enablement company, and we focus on helping small to mid-sized businesses—typically in the $10M to $100M range—that need help with onboarding, ongoing education, and coaching.I'm also a keynote speaker and an author. I actually started my career in sales at AT&T years ago. I was a BDR, did well, got promoted to AE, made President's Club a couple of times. Then I was offered a sales leadership role—and I turned it down. I know they thought I was crazy, but there were two reasons: first, I realized I loved the process of selling more than just closing big deals. And second, oddly enough, I wasn't coin-operated. I did it because I loved it—it gave me a chance to interact with people and have conversations like this one.Kerry Curran, RBMA (01:16)I love that—and I love your background. As Roderick mentioned, he does a lot of keynote speaking, and that's actually where I met him. He was a keynote speaker at B2BMX West in Scottsdale last month. I also have one of your books here that I've been diving into. I can't believe how fast this year is flying—it's already the first day of spring!Roderick Jefferson (01:33)Thank you so much. Wow, that was just last month? It feels like last week. Where is the time going?Kerry Curran, RBMA (01:45)I appreciate your experience for so many reasons. One is that—like we talked about before the show—my dad was in sales at AT&T for over 20 years. It paid for my entire education. So we were comparing notes on that era of innovation and what we learned back then.Roderick Jefferson (02:02)Thank you, AT&T!Kerry Curran, RBMA (02:13)So much of what you talked about on stage and wrote about in your book is near and dear to my heart. My background is in building integrated marketing-to-sales infrastructure and strengthening it to drive revenue growth. I'm excited to hear more about what you're seeing and hearing. You talk to so many brands and marketers—what's hot right now? What's the buzz? What do we need to know?Roderick Jefferson (02:44)A couple of things. The obvious one is AI—but I'll add something: it's not just AI, it's AI plus EQ plus IQ. Without that combination, you won't be successful.The other big theme is the same old problem we've always had: Why is there such a disconnect between sales and marketing? As an enablement guy, it pains me. I spent 30 years in corporate trying to figure that out. I think we're getting closer to alignment—thank you, AI, for finally stepping in and being smarter than all of us! But we've still got a long way to go.Part of the issue is we're still making decisions in silos. That's why I've become a champion of moving away from just "sales enablement."Yes, I know I wrote the book on sales enablement—but I don't think that's the focus anymore. In hindsight, “sales enablement” is too myopic. It's really about go-to-market. How do we bring HR, marketing, product marketing, engineering, sales, and enablement all to the same table to talk about the entire buyer's journey?Instead of focusing on our internal sales process and trying to shoehorn prospects into it, we should be asking: How do they buy? Who buys? Are there buying committees? How many people are involved? And yes, ICP matters—but that's just the tip of the iceberg. It goes much deeper.Kerry Curran, RBMA (04:44)Yes, absolutely. And going back to why you loved your early sales roles—it was about helping people. That's how I've always approached marketing too: what are their business challenges, and what can I offer to solve them? In your keynote, you said, “I want sales to stop selling and start helping.” But that's not possible without partnering with marketing to learn and message around the outcomes we drive and the pain points we solve.Roderick Jefferson (05:22)Exactly. Let's unpack that. First, about helping vs. selling—that's why we have spam filters now. Nobody wants to be sold to. That's also why people avoid car lots—because you know what's coming: they'll talk at you, try to upsell you, and push you into something you don't need or want. Then you have buyer's remorse.Now apply that to corporate and entrepreneurship. If you're doing all the talking in sales, something's wrong. Too many people ask questions just to move the deal forward instead of being genuinely inquisitive.Let's take it further. If marketing is working in a silo—building messaging and positioning—and they don't bring in sales, then guess what? Sales won't use it. Newsflash, right? And second, it's only going to reflect marketing's perspective. But if you bring both teams together and say, “Hey, what are the top three to five things you're hearing from prospects over and over?”—then you can work collaboratively and cohesively to solve those.The third piece is: let's stop trying to manufacture pain. Not every prospect is in pain. Sometimes the goal is to increase efficiency or productivity. If there is pain, you get to play doctor for a moment. And by that, I mean: do they need an Advil, a Vicodin, a Percocet, or an extraction? Do you need to stop the bleeding right now? You only figure that out by getting sales, marketing, product, and even HR at the same table.Kerry Curran, RBMA (07:34)Yes, absolutely. I love the analogy of different levels of pain solutions because you're right—sometimes it's not pain, it's about helping the customer be more efficient, reduce costs, or drive revenue. I've used the doctor analogy before too: you assess the situation and then customize the solution based on where it “hurts” the most. One of the ongoing challenges, though, is that sales and marketing still aren't fully aligned. Why do you think that's been such a persistent issue, and where do you see it heading?Roderick Jefferson (08:14)Because sales speaks French and marketing speaks German. They're close enough that they can kind of understand each other—like ordering a beer or finding a bathroom—but not enough for a meaningful conversation.The core issue is that they're not talking—they're presenting to each other. They're pitching ideas instead of having a dialogue. Marketing says, “Here's what the pitch should look like,” and sales replies, “When's the last time you actually talked to a customer?”They also get stuck in “I think” and “I feel,” and I always tell both groups—those are the two things you cannot say in a joint meeting. No one cares what you think or feel. Instead, say: “Here's what I've seen work,” or “Here's what I've heard from prospects and customers.” That way, the conversation is rooted in data and real-world insight, not opinion or emotion.You might say, “Hey, when we get to slide six in the deck, things get fuzzy and deals stall.” That's something marketing can fix. Or you go to product and say, “I've talked to 10 prospects, and eight of them asked for this feature. Can we move it up in the roadmap?”Or go back to sales and say, “Only 28% of the team is hitting quota because they're struggling with discovery and objection handling.” So enablement and marketing can partner to create role plays, messaging guides, or accreditations. It sounds utopian, but I've actually done this six times over 30 years—it is possible.It's not because I'm the smartest guy in the room—it's because when sales and marketing align around shared definitions and shared goals, real change happens. Go back to MQLs and SQLs. One team says, “We gave you all these leads,” and the other says, “Yeah, but they all sucked.” Then you realize: you haven't even agreed on what a lead is.As a fractional enablement leader, that's the first question I ask: “Can you both define what an MQL and SQL mean to you?” Nine times out of ten, they realize they aren't aligned at all. That's where real progress starts.Once you fix communication, the next phase is collaboration. And what comes out of collaboration is the big one: accountability. That's the word nobody likes—but it's what gets results. You're holding each other to timelines, deliverables, and follow-through.The final phase is orchestration. That's what enablement really does—we connect communication, collaboration, and accountability across the entire go-to-market team so everyone has a voice and a vote.Kerry Curran, RBMA (13:16)You're so smart, and you bring up so many great points—especially around MQLs, SQLs, and the lack of collaboration. There's no unified North Star. Marketing may be focused on MQLs, but those criteria don't always match what moves an MQL to an SQL.There's also no feedback loop. I've seen teams where sales and marketing didn't even talk to each other—but they still complained about each other! I was brought in to help, and I said, “You're adults. It's time to talk to one another.” And you'd think that would be obvious.What I love is that we're starting to see the outdated framework of MQLs as a KPI begin to fade. As you said, it's about identifying a shared goal that everyone can be accountable to. We need to all be paddling in the same direction.Roderick Jefferson (14:16)Exactly. I wouldn't say we're all rowing yet, but we've definitely got our hands in the water, and we're starting to go in the same direction. You can see that North Star flickering out there.And I give big kudos to AI for helping with that. In some ways, it reminds me of social media. Would you agree that social media initially made us less social?Kerry Curran, RBMA (14:27)Yes, totally agree. We can see the North Star.Roderick Jefferson (14:57)Now I'm going to flip that idea on its head: if done right, I believe AI will actually make us more human—and drive more meaningful conversations. I know that sounds crazy, but I have six ways AI can help us do that.First, let's go back to streamlining lead scoring. If we use AI to prioritize leads based on their likelihood to convert, sales can focus efforts on the most promising opportunities. Once we align on those criteria, volume and quality both improve. With confidence comes competence—and vice versa.Second is automating task management. Whether it's data entry, appointment scheduling, or follow-up emails, those repetitive tasks eat up sales time. Less than 30% of a rep's time is spent actually selling. If we offload that admin work, reps can focus on high-value activities—like building relationships, doing discovery, and closing deals.Kerry Curran, RBMA (15:59)Yes! And pre-call planning. Having the time to prepare properly makes a huge difference.Roderick Jefferson (16:19)Exactly. Third is real-time analytics. If marketing and ops can provide sales reps with real-time insights—like funnel data, deal velocity, or content performance—we can start making decisions based on data, not assumptions or feelings.The fourth area is personalized sales coaching. I talk to a lot of leaders, and I'll make a bold statement: most sales leaders don't know how to coach. They either use outdated methods or try to “peanut butter” their advice across the team.But what if we could use AI to analyze calls, emails, and meetings—then provide coaching based on each rep's strengths and weaknesses? Sales leaders could shift from managing to leading.Kerry Curran, RBMA (17:55)Yes, I love that. It would completely elevate team performance.Roderick Jefferson (18:11)Exactly. Fifth is increasing efficiency in the sales process. AI can create proposals, contracts, and other documents, which frees up time for reps to focus on helping—not chasing paperwork. And by streamlining the process, we can qualify faster and avoid wasting time on poor-fit deals.Kerry Curran, RBMA (18:58)Right, and they can focus on the deals that are actually likely to move forward.Roderick Jefferson (19:09)Exactly. And sixth—and most overlooked—is customer success. That's often left out of GTM conversations, but it's critical. We can use AI-powered chatbots and virtual assistants to handle basic inquiries. That frees up CSMs to focus on more strategic tasks like renewals, cross-sell, and upsell.Let's be honest—most CSMs were trained for renewals, not selling. But cross-sell and upsell aren't really selling—they're reselling to warm, happy customers. The better trained and equipped CSMs are, the better your customer retention and growth.Because let's face it—we've all seen it: 90 days before renewal, suddenly a CSM becomes your best friend. Where were they for the last two years? If we get ahead of that and connect all the dots—sales, marketing, CS, and product—guess who wins?The prospect.The customer.The company—because revenue goes up.The employee—because bonuses happen, spiffs get paid, and KPIs are hit.But most importantly, we build customers for life. And that has to start from the very beginning, not just when the CSM steps in at the end.Kerry Curran, RBMA (20:47)Yes, this is so smart. I love that you brought customer success into the conversation. One of the things I love about go-to-market strategy is that it includes lifetime value—upsell and renewal are a critical part of the revenue journey.In my past roles, I've seen teams say, “Well, that's just client services—they don't know how to sell.” But to your point, if we coach them, equip them, and make them comfortable, it can go a long way.Roderick Jefferson (21:34)Absolutely. They become the lifeblood of your business. Yes, you need net-new revenue, but if sales builds this big, beautiful house on the front end and then customers just walk out the back door—what's the point?And I won't even get into the stats—you know them—about how much more expensive it is to acquire a new customer versus retaining one. The key is being human and actually helping.Kerry Curran, RBMA (21:46)Exactly. I love that. It leads perfectly into my next question—because one of the core components of your strategy and presentation was the importance of EQ, or emotional intelligence. Can you talk about why that's so critical?Roderick Jefferson (22:19)Yeah. It really comes down to this: AI can provide content—tons of it, endlessly. It can give you all the data and information in the world. But it still requires a human to provide context. For now, at least. I'm not saying it'll be that way forever, but for now, context is everything.I love analogies, so I'll give you one: it's like making gumbo. You sprinkle in some seasoning here, some spice there. In this case, AI provides the content. Then the human provides the interpretation—context. That's understanding how to use that generated content to reach the right person or company, at the right time, with the right message, in the right tone.What you get is a balanced, powerful approach: IQ + EQ + AI. That's what leads to truly optimal outcomes—if you do it right.Kerry Curran, RBMA (23:19)Yes! I love that. And I love every stage of your process, Roderick—it's so valuable. I know your clients are lucky to work with you.For people listening and thinking, “Yes, I need this,” how do they get started? What's the baseline readiness? How do they begin integrating sales and marketing more effectively—and leveraging AI?Roderick Jefferson (23:34)Thank you so much for that. It really starts with a conversation. Reach out—LinkedIn, social media, my website. And from there, we talk. We get to the core questions: Where are you today? Where have you been? Where are you trying to go? And most importantly: What does success look like?And not just, “What does success look like?” but, “Who is success for?”Then we move into an assessment. I want to talk to every part of the go-to-market team. Because not only do we have French and German—we've also got Dutch, Spanish, and every other language. My job is to become the translator—not just of language, but of dialects and context.“This is what they said, but here's what they meant. And this is what they meant, but here's what they actually need.”Then we dig into what's really going on. Most clients have a sense of what's “broken.” I'm not just looking for the broken parts—I'm looking at what you've already tried. What worked? What didn't? Why or why not?I basically become a persistent four-year-old asking, “Why? But why? But why?” And yes, it gets frustrating—but it's the only way to build a unified GTM team with a shared North Star.Kerry Curran, RBMA (25:32)Yes, I love that. And just to add—sometimes something didn't work not because it was a bad strategy, but because it was evaluated with the wrong KPI or misunderstood entirely.Like a top-of-funnel strategy did work—but the team expected it to generate leads that same month. It takes time. So much of this comes down to digging into the root of the issue, and I love your approach.Roderick Jefferson (26:10)Exactly. And it's also about understanding that every GTM function has different KPIs.If I'm talking to sales, I'm asking about average deal size, quota attainment, deal velocity, win rate, pipeline generation. If I'm talking to sales engineering, they care about number of demos per deal, wins and losses, and number of POCs. Customer success? They care about adoption, churn, CSAT, NPS, lifetime value.My job is to set the North Star and speak in their language—not in “enablement-ese.” Sometimes that means speaking in sales terms, sometimes marketing terms. And I always say, “Assume I know nothing about your job. Spell out your acronyms. Define your terms.”Because over 30 years, I've learned: the same acronym can mean 12 different things at 12 different companies.The goal is to get away from confusion and start finding commonality. When you break down the silos and the masks, you realize we're all working toward the same thing: new, long-term, happy customers for life.Kerry Curran, RBMA (27:55)Yes—thank you, Roderick. I love this. So, how can people find you?Roderick Jefferson (28:00)Funny—I always say if you can't find me on social media, you're not trying to find me.You can reach me at roderickjefferson.com, and you can find my book, Sales Enablement 3.0: The Blueprint to Sales Enablement Excellence and the upcoming Sales 3.0 companion workbook there as well.I'm on LinkedIn as Roderick Jefferson, Instagram and Threads at @roderick_j_associates, YouTube at Roderick Jefferson, and on BlueSky as @voiceofrod.Kerry Curran, RBMA (28:33)Excellent. I'll make sure to include all of that in the show notes—I'm sure this episode will have your phone ringing!Thank you so much, Roderick. I really appreciate you taking the time to join us. This was valuable for me, and I'm sure for the audience as well.Roderick Jefferson (28:40)Ring-a-ling—bring it on! Let's dance. Thank you again. This was an absolute honor, and I'm glad we got the chance to reconnect, Kerry.Kerry Curran, RBMA (28:59)For sure. Thank you—you too.Roderick Jefferson (29:01)Take care, all.Thanks for tuning in. If you're struggling with flat or slowing revenue growth, you're not alone. That's why Revenue Boost: A Marketing Podcast brings you expert insights, actionable strategies, and real-world success stories to help you scale faster.If you're serious about growth, search for us in your favorite podcast directory. Hit follow or subscribe, and leave a five-star rating—it helps us keep the game-changing content coming.New episodes drop regularly. Don't let your revenue growth strategy fall behind. We'll see you soon!

Ever wonder what it takes to run one of the fastest and most elite teams on the planet? On this episode of Golf Underground, the crew welcomes Zak Brown, CEO of McLaren Racing and a true master of speed, sales, and strategy. From chasing Mickey Mantle as a kid to leading a 1,000-person Formula 1 operation, Zak breaks down the mental grind of racing, what separates winners from losers, how to build a culture that elite drivers want to be part of—and how AI, tire tricks, and track-day politics all factor into the future of F1.If you think golf is tough, wait until you hear what goes down on the pit wall.Must-Hear Insights and Key MomentsZak Brown shares how a childhood obsession with Mickey Mantle turned into a global racing empire.The crew cracks up as Zak tells how he dodged trouble and found racing through "the long way around."Zak reveals the behind-the-scenes pressure of leading McLaren's 1,000-person Formula 1 operation.AI, tire data, and driver instincts collide in a conversation about how F1 teams win—or completely blow it.Zak and Wardo compare the egos of F1 drivers to pro athletes in other sports, and it gets spicy.George Brett wants to know if there's such a thing as cheating in F1—Zak's answer doesn't disappoint.Brian Sullivan digs into leadership: how Zak handles high-performance people under pressure.Zak drops his golf game stat line—including the story behind the best par he's ever made.The crew dives into Drive to Survive, McLaren's media rise, and whether F1 fame helps or hurts performance.Final lightning round: Zak faces the Golf Underground Emergency 9 with answers that cover fantasy baseball, leadership, and vintage cars.Words of Wisdom: Standout Quotes from This Episode"The best teams don't just hire smart people—they build cultures winners want to join." – Zak Brown"If you take one second off mentally in a race car, you're in the wall." – Zak Brown"We're not guessing out here—Formula 1 is a thousand-person operation." – Zak Brown"AI can't measure guts. Not yet." – Zak Brown"Winning used to be about money. Now it's about people." – Zak Brown"In motorsports, you beg for forgiveness, not ask for permission." – Zak Brown"I shot 92 today, but I also made the best par of my life." – Zak Brown"Drivers aren't just athletes—they're pilots, boxers, and chess masters in one." – Zak Brown"The best leaders know when to put an arm around the shoulder—and when to kick some ass." – Zak Brown"You're running a Formula 1 team, and still managing a fantasy baseball roster? That's elite multitasking." – Brian Sullivan"You get more tech in a race car than a spaceship, and still, some guy will blow it on tire strategy." – Kevin Ward"Zak's out here leading McLaren and still remembers every stat from Mickey Mantle—respect." – George BrettAbout ZakZak Brown is CEO of McLaren Racing, a position to which he was appointed in April 2018 after joining McLaren in November 2016 as Executive Director of McLaren Technology Group. In his role, Zak has overall responsibility for the McLaren Racing organisation, including the strategic direction, operational performance, marketing and commercial development of the McLaren Formula 1 and IndyCar programmes. After a professional racing career in the US and Europe, Zak founded the agency JMI in 1995, which grew to become the largest motorsport marketing agency in the world and was acquired by Chime Communications PLC in 2013 as part of its sports marketing division, CSM. Brown was appointed the company's Chief Executive Officer before joining McLaren. Zak is chairman and co-owner of United Autosports and was a board member of Cosworth Engineering and non-executive chairman of the Motorsport Network. Born and raised in California, Zak lives with his family near McLaren in Surrey, UK.Follow Zak Brown⁠Instagram⁠⁠LinkedIn⁠Facebook⁠X⁠Follow ‘Golf Underground with Wardo, Sully, and George'⁠⁠LinkedIn⁠⁠⁠⁠Instagram⁠

Rob Robinson and Natan Hepfer, former Tomahawk, discuss veteran transition and leadership. The guest, with 26 years in the U.S. Army, emphasizes the importance of leadership, team building, and prioritizing people. He shares his journey from a private to a CSM, highlighting the challenges and rewards of military service. The conversation touches on the transition to civilian life, the need for credentialing, and the importance of maintaining a strong network. The guest advises veterans to be reliable, build their network, and explore various career paths, including those outside traditional military roles. The discussion focused on the transition from military to civilian life, emphasizing the need for specific credentials and leveraging programs like OTO and Army Ignited. Rob Robinson highlighted the inadequacy of military education for civilian jobs and suggested using LinkedIn for networking and job opportunities. He recommended starting VA claims 180 days before separation and using non-profit veteran service organizations for better support. The conversation also emphasized the importance of documenting injuries and taking proactive steps to ensure a smooth transition, including building a professional network and using tools for resume building and interview preparation.  So I didn't split this into two parts, so you get an extra-long episode. I'll leave you some more time between episodes to digest it fully.  This is what happens when old tommies get together.As mentioned in the show: www.armyignited.army.mil/student/public/welcomehttps://www.hireheroesusa.org/industrial-logos/o2o/https://www.cool.osd.mil/army/index.htmlhttps://socialimpact.linkedin.com/programs/veteransDisclaimer: The content of the "Philosophy From the Front Line" podcast is intended for informational and educational purposes only. The views and opinions expressed by the hosts and guests are their own and do not necessarily reflect those of any affiliated organizations or sponsors. This podcast does not offer legal, financial, or professional advice. Listeners are encouraged to consult appropriate professionals before making decisions based on the content presented. "Philosophy From the Front Line" assumes no responsibility or liability for any errors or omissions in the content or for actions taken based on the information provided during the podcast episodes.​Fair Use Statement: This podcast may contain copyrighted material not specifically authorized by the copyright owner. "Philosophy From the Front Line" is making such material available to educate, inform, and provide commentary under the "Fair Use" provisions of U.S. copyright law (Section 107 of the U.S. Copyright Act). We believe this constitutes a fair use of any such copyrighted material as it is:​Used for non-commercial, educational, or research purposes.​Critically analyzed, reviewed, or discussed.​Used in a transformative way that adds new meaning or message to the original work.​If you own any content used and believe it infringes on your copyright, please contact us directly, and we will address the matter promptly.​Become a supporter of this podcast: https://www.spreaker.com/podcast/philosophy-from-the-front-line--4319845/support.

Ever find yourself thinking, “There's gotta be a better way to do this”? If you're the CSM who's constantly rebuilding broken processes in your head, secretly obsessed with structure and scale, and lowkey bored of the same playbooks, this episode is your permission slip to explore CS Ops.In this episode, I'm chatting with Justin, who went from traditional CSM to building CS Ops teams at IBM and transforming them at VMware. We break down what CS Ops actually is, why it's way more strategic than people realize, why companies are hunting for strategic operators like you, and how your curiosity and love for structure might just be your secret weapon. If you've ever thought, “I want to level up but I don't want to manage a team,” hit play! This might be the career move you didn't know you were looking for.

Watch on YouTube: https://youtu.be/PMuNn4sDjBg?si=6Xsi9-gk_L_AMipi 10 years in the trenches scaling businesses & unlocking freedom :Get my exact strategies & blueprint— My FREE Newsletter! https://lionden.io/subscribe  Wanna get a guaranteed high paying remote CSM job? Go here - https://clientsuccessclub.io   Start or Scale your Coaching Business Join My Free Coaching Businesses Community - https://www.skool.com/coaching-businesses   Wanna learn how to fund yourself $150k in 0% interest credit cards? - https://robertrlyon.thrivecart.com/maximum-funding/   Check out my course on how to make money day trading futures -  https://robertrlyon.thrivecart.com/day-trading-futures-training/   Wanna learn how to day trade futures? - Join the day trading mentorship community - https://www.skool.com/day-trading-mentorship-5421   Want to start your own funding company? - https://www.skool.com/power-brokers-8311/about 

Petroleum is a complex mixture of many compounds. Regulatory and technical guidance documents commonly focus on the hydrocarbon components of that mixture, or perceived risks that they present. However, focusing on a specific area of concern often causes practitioners to overlook other aspects of a release. For example, concerns related to exposure to total petroleum hydrocarbons (TPH) risks may be overlooked while pursuing concerns related to light non-aqueous phase liquid (LNAPL) recovery or petroleum vapor intrusion (PVI). This class is designed to provide a basic overview of hydrocarbon behavior in the subsurface and how to scientifically assess concerns arising from the release of petroleum products into the environment. It will highlight key issues that help identify and manage TPH, LNAPL, and PVI risks together. Key concepts will include: Fundamentals of petroleum hydrocarbonsPetroleum chemistryHow TPH, LNAPL, and PVI are relatedBuilding an integrated conceptual site model (CSM) What is a CSM…what is its purpose?When is a CSM complete?Identifying and managing the risks from petroleum hydrocarbonsDefining LNAPL risks based on acute, saturation, composition, or aesthetic concernsEmphasize the importance of biodegradation in risk management decision makingHow to select remedial goals and remedies that align with your goals This course is based upon three separate Guidance Documents developed by ITRC that address the course content in detail:Light Non-Aqueous Phase Liquid (LNAPL), LNAPL Site Management: LCSM Evolution, Decision Process, and Remedial Technologies (LNAPL-3) Petroleum Vapor Intrusion (PVI), Fundamentals of Screening, Investigation, and Management (PVI-1) Total Petroleum Hydrocarbon (TPH), TPH Risk Evaluation at Petroleum-Contaminated Sites (TPHRisk-1) To view this archive online or download the slides associated with this seminar, please visit http://www.clu-in.org/conf/itrc/Hydrocarbons_041725/

Bonjour à toutes et à tous et bienvenue dans ce nouvel épisode du Carré, un podcast d'Horizons Marines, la chaine des podcasts de la mer, du fait maritime et de ses acteurs. La scène se passe dans un avion. Lové dans son siège, notre homme du jour prend des notes sur son téléphone. L'objet de ses pensées : l'écrivain James Norman Hall, auteur des « Révoltés de la Bounty », livre publié en 1932 et largement adapté par Hollywood. Avec son parcours marqué par une carrière de pilote de chasse dans l'armée britannique pendant la 1ère Guerre mondiale et son succès relativement tardif, l'auteur américain a de quoi intriguer.  Le trajet se termine. L'avion se pose sur le tarmac et notre invité rentre en France après une affectation de 2 ans à Tahiti. Pour lui, l'aventure qui démarre s'annonce remplie d'embûches : il doit écrire un livre tout en cumulant des fonctions de commissaire des armées avec ancrage marine.  Alors qu'est-ce qui a créé le déclic ? Quel est son rapport à l'écriture ? Et comment cumuler des fonctions de commissaire marine et la passion de l'écriture ?  On en parle avec le Commissaire Gonzague, Commissaire en chef de première classe et adjoint au coordonnateur ministériel en matière de sécurité des espaces maritimes (CSM). Son livre s'intitule : « Après la tourmente : Sur les traces de James Norman Hall. Au-delà des Révoltés de la Bounty», publié en septembre 2023 chez l'éditeur Ura. Ce podcast est enregistré à l'occasion de la quatrième édition du Festival du Livre de Paris qui se déroule du 11 au 13 avril 2025. Pour rappel, le Ministère des armées est le 2ème acteur culturel de l'État avec une sélection de 195 ouvrages présents sur le salon.Bonne écoute !Vous en voulez plus ? Retrouvez l'intégralité des publications du Centre d'études stratégique de la Marine sur notre site : ⁠⁠Centre d'études stratégiques de la Marine (CESM) | Ministère des ArméesN'hésitez pas aussi à vous abonner au podcast et à nous faire part de vos retours à l'adresse mail : ⁠podcast.cesm@gmail.com

Being a standout CSM today isn't about working harder… it's about working smarter. And if you're not already using AI to do that, you're missing a massive opportunity to save time, impress leadership, and build deeper customer relationships.In this episode, I'm sharing four creative ways you can leverage AI that have completely changed the game. From building thought leadership content, to optimizing your schedule, to making sense of messy data. If you've been curious about how to bring AI into your workflow and make your job a whole lot easier, this one's your blueprint.

Scully tager på et roadtrip med The Cigarette Smoking Man, da han lover at skaffe hende kuren mod alle menneskehedens sygdomme. Har den kæderygende skurk fået en moral? Eller stikker der noget andet under? Vi diskuterer X-Files-afsnittet 'En Ami' med forfatter Tobias Bukkehave, der bl.a. står bag spionbøgerne om Tom Cortzen og Sektor 7 (Kongetro, Arvestål og Aftenland). Undervejs spiller vi også klip fra vores interview med CSM himself, William B. Davis, der udover at have en hovedrolle i 'En Ami' og har været medforfatter på afsnittet. 0:00:00 - Intro 0:14:16 - Trivia 0:36:03 - Gennemgang 1:57:43 - Foxy Moment 2:01:48 - Vurdering

In this episode, Rob Shaul speaks with Command Sgt. Maj. Brandon Riley, currently serving as the senior enlisted leader for 3-66 Armor Battalion, 1st Armored Brigade Combat Team, 1st Infantry Division. Riley discusses the real work of a battalion CSM—managing standards and discipline, mentoring company-level leaders, and maintaining unit readiness. He explains the dynamic between officers and NCOs, the balance between garrison and field responsibilities, and the internal pressures of holding a formation together. Riley also reflects on his combat deployments, leadership mistakes, and what two decades in the Army have taught him about accountability, influence, and the role of the senior enlisted. ----more---- Mountain Tactical Institute Home Check out the MTI Athlete Team Apply to be a Paid MTI Athlete MTI's Daily Programming Streams

"King Bob" Wen interviews Atlassian's Head of Product for the newly announced Customer Service Management. So what even is Atlassian's take on CSM?The Jira Life=====================================Having trouble keeping up with when we are live? Sign up for our Atlassian Community Group!https://ace.atlassian.com/the-jira-life/Or Follow us on LinkedIn!  / the-jira-life  Become a member on YouTube to get access to perks:   / @thejiralife  Hosts:Alex "Dr. Jira" Ortiz ⁠  / alexortiz89  ⁠⁠   / @apetechtechtutorials  ⁠ Rodney "The Jira Guy" Nissen ⁠  / rgnissen  ⁠⁠https://thejiraguy.com⁠ Sarah Wright   / satwright   Producer:"King Bob" Robert Wen   / robert-wen-csm-spc6-a552051  Executive Producer: Lina OrtizMusic provided by Monstercat:=====================================Intro: Nitro Fun - Cheat Codes   / monstercat  Outro: Fractal - Atrium   / monstercatinstinct  

Had a blast interviewing Frippy who is very new to Eve Online but has already attempted a run at CSM!

Send us a textToo often, people living with and beyond cancer are sidelined from fitness—not because they can't exercise, but because programs aren't designed with their unique needs in mind. In this episode, Elise talks with Dr. Kaci and Dr. Reed Handlery, PTs, about building inclusive, sustainable community-based programs for people with mobility challenges—including those living with and beyond cancer. From the CSM stage to real-world community impact, Kaci and Reed share how they're creating inclusive, adaptable programs that meet patients where they are—and empower them to go further. You'll learn:The role of seated, high-intensity movement for oncology patientsHow to adapt exercise creatively for mobility impairments and other barriersWhat it takes to build and sustain inclusive fitness programs in your communityHow to identify and empower community champions to keep patients engagedAnd best of all: you'll be inspired to rethink what's possible in your exercise prescription—inside and outside the clinic.Listen now to discover how you can bring this innovative, adaptable approach to your oncology patients!Follow TheOncoPT on Instagram.Follow TheOncoPT on LinkedIn.

Ever walked out of an interview wondering, “Did I ask the right questions?” “Did I get all the information I really needed?” Let's make sure you never feel that way again. In this episode, I'm giving you ten power questions that'll help you stand out, impress hiring managers, and get the real intel you need to make smart career moves.We're ditching the generic “What are the next steps?” and replacing it with strategic, credibility-boosting questions that show you're thinking ahead. Want to know how leadership really operates? How does the company support its CSM team through economic challenges? Whether the company actually invests in the tools you need to succeed? If you want to walk into your next interview with confidence, ask questions that actually matter, and leave hiring committees thinking, “Damn, we need them on our team!”... hit play! Let's make sure you're in the driver's seat for your next career move.

Show Notes 2025  Thanks to the numerous speakers that participated in this special recorded episode at CSM 2025 in Houston. Connect with our host and the podcast! Leo Arguelles (LEE-O R-GWELL-IS) largue2@uic.edu  Twitter @LeoArguellesPT Interested in being a future guest? Apply to become our new co-host Join our team: Assistant Producer APTA Acute Care: Website Awards Journal Access Twitter @AcuteCareAPTA Facebook APTA Acute Care Instagram @AcademyAcutePT YouTube  APTA Acute Care Podcast APTA Acute Care Resources APTA Adult Vital Signs  APTA Lab Values Document  Webinar Recordings

Send us a textIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' Melanie shares her experiences managing a large book of business, the importance of delivering value in customer interactions, and strategies for understanding customer goals and outcomes. The conversation emphasizes the need for CSMs to adapt their approaches to meet the evolving needs of customers and to provide meaningful engagement beyond traditional check-in calls. In this conversation, the speakers delve into the evolving landscape of customer success, emphasizing the importance of understanding customer needs, effective engagement strategies, and the transition from traditional check-in calls to value-driven discussions. They discuss the significance of frameworks for customer conversations, the role of storytelling in enhancing customer relationships, and the necessity of taking ownership and leadership within the customer success domain. Additionally, they explore practical tips for managing a large book of business through segmentation and the importance of being creative and adaptable in communication strategies.Enter the Planhat Giveaway!Win an all-expenses-paid trip to Planhat Open: www.planhat.com/giveawayTimestamps: 00:00 Introduction01:52 Melanie Fay's Journey in Customer Success06:01 Transitioning Between Roles and Companies10:00 The Anti-Check-In Approach13:13 Managing a Large Book of Business17:03 Delivering Value in Customer Interactions21:13 Understanding Customer Goals and Outcomes25:02 Innovative Strategies for Customer Engagement27:00 Understanding Customer Needs and Engagement30:08 Frameworks for Effective Customer Conversations33:04 Transitioning from Check-Ins to Value-Driven Discussions35:06 The Role of Storytelling in Customer Success39:04 Taking Ownership and Leadership in Customer Success43:14 Segmenting and Managing a Large Book of Business47:03 Key TakeawaysConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Melanie Faye:https://www.linkedin.com/in/melanie-faye/I'm Melanie, a CSM living on a small island on the East Coast in Canada. After running my own business for years, I knew when I landed my first CS role that it was meant to be. I've been working in Customer Success for nearly 4 years and have been fortunate enough to gain experience in different industries like digital events, HR tech and accounting tech. Most recently, I was supporting mid-market customers at Keeper.app and am now moving into an Enterprise role at Goldcast. I'm excited to get back to my roots in the events industry! When I'm not listening to CS podcasts, meeting with my mentor or having coffee chats with others in tech, you can find me spending time with my two Labradoodles (Charlie and Lottie), on a paddleboard in the summer or hiking through snowy trails in t Podcast Editor: https://podcastmagician.com/

Today we had the very exciting opportunity to take COBT “On The Road” to the Colorado School of Mines (CSM) in Golden, CO, where we recorded a special live audience show featuring Dr. Paul Johnson, President of CSM, and Jeff Miller, Chairman, President, and Chief Executive Officer of Halliburton. Paul has led CSM for nearly ten years and brings extensive experience in academia, previously serving as Dean of the School of Engineering at Arizona State University. Jeff has served as CEO of Halliburton since 2017 and has held multiple senior leadership roles across the company since joining in 1997. Before our discussion, we had the pleasure of touring the CSM campus, visiting with faculty, staff and students, and hearing from select administrators. We were thrilled to visit with Paul and Jeff for a broad discussion on the evolving landscape of energy education, workforce development, and the critical role of industry-academia collaboration in shaping the future of energy. In our conversation, we explore CSM's history, its longstanding focus on engineering, and its deep ties to the energy industry. We discuss the collaboration of Halliburton Labs with universities and research institutions as well as the resurgence of interest in mining, driven by its critical role in energy security and renewables. Paul shares insights into CSM's experimental mine and its applications across energy, defense, and technology sectors, how Mines contributes to U.S. competitiveness in the global energy landscape, and the university's balance between academic research and real-world industry applications. We examine the shift in student interests and industry focus over the past decade, Halliburton's approach to hiring and retaining skilled workers, and the benefits of CSM's emphasis on real-world problem solving. Paul shares his perspective on the increasing importance of hands-on experience in engineering education and the diversity of industries hiring CSM graduates from aerospace, oil and gas, infrastructure, computer science and more. Jeff discusses how Halliburton Labs supports early-stage companies, the role of accelerators in bridging the gap between R&D and commercialization, and differences between “Founders” and “CEOs.” We touch on technological advancements at CSM including its ambitious expansion into space resource utilization and development of a cutting-edge quantum engineering program, AI's growing impact on industry and education, and much more. We ended by asking Paul and Jeff for their vision of CSM and Halliburton in the next decade. Their outlook reflects continued growth and a can-do attitude toward solving some of the world's most pressing challenges. Today was a fascinating exploration of the current state of industry-academic collaboration, the new energy pragmatism we all keep talking about, and the incredible innovation that can happen on a great campus like CSM. As you'll hear, we discuss the exciting Halliburton Labs Pitch Day event taking place in Denver Wednesday. For more information and to register for Pitch Day, click here. If you are in Denver, it's not too late to come in person. Otherwise, you can register to attend virtually from anywhere! We want to thank the teams at Colorado School of Mines and Halliburton Labs for their partnership and hospitality in making today's episode possible. A huge thanks to Paul and Jeff for sharing their time and expertise with us all. And as always, thanks to you all for your friendship and support!

In this episode, Parm interviews Lisa Inglis, the winner of the DDSIG poster award at CSM 2025 in Houston. Lisa, a PT and professor at Daemen college, explains her research related to measuring backward walking and comparing backward walking characteristics of people with and without Parkinson's Disease (PD). She goes on to discuss potential uses of backward gait assessment in PT practice.   The Degenerative Diseases Special Interest Group is part of the Academy of  Neurologic Physical Therapy – www.neuroPT.org Show notes available here

A daily update on what's happening in the Rocket Pool community on Discord, Twitter, Reddit, and the DAO forum. #RocketPool #rpl #Ethereum #eth #crypto #cryptocurrency #staking #news Podcast RSS: https://anchor.fm/s/cd29a3d8/podcast/rss Anchor.fm: https://anchor.fm/rocket-fuel Spotify: https://open.spotify.com/show/0Mvta9d2MsKq2u62w8RSoo Apple Podcasts: https://podcasts.apple.com/us/podcast/rocket-fuel/id1655014529 0:00 - Welcome Rocket Pool news 0:37 - Cyfrin Updraft RP course live https://x.com/CyfrinUpdraft/status/1903061758052536774 5:46 - rETH in DeFi https://x.com/StakeRocketPool/status/1903169622385344822 8:18 - rETH discount talk https://discord.com/channels/405159462932971535/704196071881965589/1353580174393737246 Staking news 10:10 - Client releases https://github.com/status-im/nimbus-eth2/releases/tag/v25.3.1 https://github.com/erigontech/erigon/releases 10:52 - CSM v2 discussion https://x.com/d_gusakov/status/1904186356252786692 https://discord.com/channels/405159462932971535/405163713063288832/1353751519014686730 Ethereum news 14:10 - Tornado Cash removed from OFAC sanctions https://x.com/qwqiao/status/1903099696345747511 https://ofac.treasury.gov/recent-actions/20250321

Send us a textThe mythology begins to end...or...is ending? Mike and Andrew discuss CSM's motivations, his name and why he didn't tell Jeffrey his evil deeds sooner.Why is Krycek an Uber driver? JOIN OUR SOCIALS!magusmediaproductions.netwww.facebook.com/groups/thisisnothappeningpod/ @TINHXFilesPodCONTACT US!tinhxfp@gmail.com

Today's guest is Tanja Holm, Solution Area Manager for Customer Service Management at Netgain AB in Sweden. Founded in 2008, Netgain is Sweden's largest ServiceNow partner, focusing on customer needs with Swedish ownership and leadership. Their expert consultants are dedicated to ensuring effective and secure solutions for both private and public sectors. Netgain is more than a technical provider; they work closely with clients to create sustainable and value-driven solutionsTanja has been working with software services delivery for over 20 years. With a broad background in IT implementation, IT operations and process development, she has specialized in how organizations can maximize value from their tech stack allowing them to increase productivity and efficiency. Since 2017, she has been working with the ServiceNow platform, and how that can be used to improve and automate company processes, primarily in ITSM and CSM.In the episode, Tanja discusses:Her journey from business to tech, navigating challenges and leadership,Focus on process development and ServiceNow platform ownership,Working smarter with ServiceNow, replacing legacy tech efficiently,Her role combining strategy and customer-facing projects at Netgain,Leading CSM solutions at Netgain to maximize platform value,Learning continuously to enhance understanding and communication in ServiceNow,Enhancing user experience, data accuracy and staying ahead with AI,Work-life balance and passion for running marathons,Excited for growth at Netgain, running 100k and traveling in 2025

If there is one certainty in your customer success career, it is this: things will change. Whether it's new initiatives, restructuring, or evolving processes, staying ahead is non-negotiable. In this episode, I am breaking down exactly how to handle the constant change that comes with being a CSM. Think of this episode as your tactical guide to staying ahead. If change has you overwhelmed and you feel like it never stops, this episode is for you. Tune in for practical strategies on how to effectively manage and adapt to change in your CSM role.

What’s next for Agile coaching? Brian Milner and Andreas Schliep dive into the shifting landscape of Agile coaching, the differences between Scrum Masters and Agile Coaches, and how to carve out a sustainable career in a changing industry. Overview In this episode of the Agile Mentors Podcast, Brian Milner and Andreas Schliep explore the evolving role of Agile coaching, the challenges coaches face in today’s market, and the skills needed to thrive in a shifting industry. They break down the differences between Scrum Masters and Agile Coaches, discuss how to develop a personal coaching style, and emphasize the importance of integrity and resilience. From navigating layoffs to redefining what it means to be an Agile leader, this conversation offers valuable insights for anyone looking to grow in their Agile career. References and resources mentioned in the show: Andreas Schliep Certified ScrumMaster® Training and Scrum Certification Certified Scrum Product Owner® Training Mountain Goat Software Certified Scrum and Agile Training Schedule Join the Agile Mentors Community Subscribe to the Agile Mentors Podcast Want to get involved? This show is designed for you, and we’d love your input. Enjoyed what you heard today? Please leave a rating and a review. It really helps, and we read every single one. Got an Agile subject you’d like us to discuss or a question that needs an answer? Share your thoughts with us at podcast@mountaingoatsoftware.com This episode’s presenters are: Brian Milner is SVP of coaching and training at Mountain Goat Software. He's passionate about making a difference in people's day-to-day work, influenced by his own experience of transitioning to Scrum and seeing improvements in work/life balance, honesty, respect, and the quality of work. Andreas Schliep is a Certified Scrum Trainer and executive partner at DasScrumTeam AG, helping organizations navigate complex projects with agile methodologies. A thought leader and co-author on Enterprise Scrum, he empowers teams—from startups to Fortune 500 companies—through high-impact coaching, training, and a passion for continuous learning. Auto-generated Transcript: Brian Milner (00:00) Welcome in Agile Mentors. We are back here for another episode of the Agile Mentors Podcast. I'm here as always, Brian Milner, and today I have someone we've been trying to get on here for a little bit, and I'm excited to have him here. Mr. Andreas Schliepp is with us. Andreas, thank you for being on. Andreas Schliep (00:17) Thank you for inviting me. Brian Milner (00:19) Yeah, very excited to have Andreas on here. Andreas has been in the community here for a long, time. He's been just really generous with his time and he's mentored a lot of people. He's a CST, a Scrum trainer. He's also a certified enterprise coach. So he has kind of those dual high level certifications with the Scrum Alliance. But he mentioned to me earlier, he's kind of always considered himself a Scrum trainer. But he's also a coach in this group called the Leadership Gift, or there's also another name here that they've used recently, Responsibility Immersion. So that might come to play in our conversation here because we wanted to talk about sort of the future of agile coaching and agile coaches in general. There's a lot of turmoil, there's a lot of upheaval and things that are shifting and changing every day in our profession. So I guess, you know, let's just dive into the topic here. Andreas, how do you see things currently? And, you know, in a broad sense, where do you see them going? Andreas Schliep (01:18) Yeah, so first of all, why am I concerned? So typically I say that I kind of, train coaches and I coach trainers. So most of my work is centered around the path of scrum masters and how they can kind of acquire the necessarily skills and insights to become actual coaches themselves. Or scrum coaches as I would prefer to say it. And that includes a lot of stuff like we want to equip them with facilitation, with training skills, with coaching skills, with systemic observations and other methods. And we've been doing that for a couple of years. And so of course we came across lots of good people, good coaches and good trainers, good consultants out there. And we kind of kept our community open. So it's not like people attend our classes and then we forget them or we only have closer relationships to our corporate customers. It's like we kind of managed to build some kind of little community. People keep coming back and we keep chatting about what's going on, what's happening in their environment. And as a mainly training focused company, one of the first effects that we notice is that our classes are getting emptier and emptier. So what's going on, especially advanced classes are not that well. So we still have some, well, yeah. basic attendance, but it's not as it used to be. well, a couple of years ago, we had like full classes and everything, and then COVID hit and we could say, okay, so COVID kind of reduced the demand for edutraining. And then the next crisis came and the next catastrophe and the next disaster. But there have also been some structural changes. I think that we are currently experiencing two effects that happen at the same time. So the one thing is that, well, Diana Larsen put it that way, Agile has won. So there's no doubt that organizations employ Agile methods and want to use Agile practices, some of them with, some of them without any clue about what that even means or what Agile thinking or Agile attitude behind it is, but still, there's no shortage on like the use of Agile or the, but there's also no shortage of the Agile basic training or educational videos, content or whatever. So people get lots of more resources than we used to get back then when we had like this one scrum book by Ken Schwabe. So read this and then you went out and said, how do I do that? So. And then came the second book by Mike Cohen and the third book and so on. had to, had all these puzzle pieces coming together where we needed to find our own way and build our proficiency. And now you get a flood of books and stuff going on, which is fine. So the one thing is that of course our profession is developing and it's kind of natural that you will notice some kind of within that. But there's another effect and this is one thing where we scrum trainers can kind of take responsibility for our own contribution. It's the fact that organizations can hire an unlimited number of low-level agile coaches nowadays. There's been no quality control. Anyone who went through a two-day CSM class could call themselves agile coaches and they got hired for lots of money and eventually produced nothing. some of them, some agile coaches or people who call themselves agile coaches even caused chaos. So, and the systems. that they were affecting started to kind of fix themselves and heal themselves from the Agile coaches by expelling those. So, and of course, maybe you have a third effect, which is sometimes it just doesn't work and you blame the Agile coaches. So if you just lay on your couch and you do nothing and your doctor tells you, you have to get moving, you have to get up and get moving and say, yeah, it's a bad doctor because... I still lie on my couch and my health is deteriorating and this doctor doesn't help me. He doesn't give me what I want. What do you want? Yeah, I want just, I would just want a pill that I can swallow that I'm healthy. It doesn't work that way. And then we had those people who were selling those pills, yeah, who were telling people, here we got a, we got a safe way that you can do this. All you need to do is implement this process, hire our consultants. Brian Milner (05:26) Yeah. Andreas Schliep (05:43) We kind of made all the thoughts and the heavy thinking ourselves beforehand and you just need to install it. Here's the roadmap, here's the process manual, here's the 300 page guide. Just do it this way. And this is also detrimental. now we have, I've been talking to many people, many great people, you've been laid off, who are looking for a new orientation. Brian Milner (06:05) Yeah, yeah, I agree. I mean, I think you laid that out really, really well because there's I think you're right. It's kind of a multi effect scenario. There's a lot of things affecting it. And I know I've had conversations with with friends and colleagues about this. And, you know, we've talked a lot about the I think more kind of the second thing that you're talking about, just that and It's sort of a chicken and egg thing because the industry has built up and spread agile concepts through offerings of usually two day classes. You and I both do those quite regularly. And I think we probably both would say that's a very valuable thing. to go through sort of that immersion kind of a couple of days to learn it and get a foundation in it. But there may have been sort of a misconception or it may have been sold incorrectly to say, now you're ready to lead an organization and transforming from zero to 60 in Agile. when you're not, right? I mean, you've got a good grounding. You're ready to begin learning with a team, but it's the first step. There's gotta be some sort of ongoing support system that when you come up against something that you don't really know how to handle, that you have someone to ask. You have somewhere to go to get help and get answers. Even the, you I work with Mike Cohn, I think he's a great trainer. But even a two day class with Mike Cohn, I don't think is gonna make anyone an expert that now you're ready to, you know, take on the huge challenge of cultural change within the organization, you know? Andreas Schliep (07:53) Yeah, yeah, it's like with anything agile, these classes are a starting point or a waypoint and not a designation. It's not the goal. So when I made my driving license, my driving instructor told me, and in Germany you have to spend lots of hours with your driving instructor. And my driving instructor told me gladly, now you can get to practice on your own. He was happy that he didn't have to co-practice with me any longer because I wasn't the best driver. So I actually aced the theory test, but the practical driving was a little more difficult and kind of probably was bad for the blood pressure of my driving instructor. yeah. And that way, but I never thought about this. So the idea was I get the permission or I get the next level to the next step. And the next step will be, I want to learn proper driving. And that's something that you need to do on your own. And with this understanding, we try to kind of provide a path for people to become better scrum masters and agile coaches by kind of revamping the CSP path, the scrum aligns and other things. A glorious project that also failed gloriously. I'm still not entirely sure why, but probably because the Scrum Alliance and many other people failed to understand the similarities between Agile Coach as a profession and the Scrum Master as a role. So they claimed that there were two different things. And I think that's also a structural issue in organizations. Brian Milner (09:16) Yeah. Andreas Schliep (09:25) that they see Scrum Masters and Edge of Coaches as different things. So the Scrum Masters work on the team level and they just know their Scrum and they facilitate the meetings and then they come up with nice cookies for the retrospective so that everybody on the team is happy. And occasionally they take one of the team members aside when they have some issues and help them go through that. That's totally fine, but the Edge of Coaches do the real stuff. release train engineers and the others, do the organizational thing and they don't bother with what's happening on the team level because they need to do the important things on the higher level. And with this attitude somehow fueled by some decisions by Scrum Alliance and other organizations like, yeah, in order to become a certified team coach or certified enterprise coach, you have to kind of prove that you're... had coached like 2000 hours or 2500 hours. But by the way, the scrum master worked. It doesn't count towards this coaching, which is totally ridiculous. So that means the misunderstanding of the role is a structural problem. Another structural problem is that the organizations that would need the most experienced scrum masters, they attract all the rookies. Brian Milner (10:16) you Andreas Schliep (10:34) because they don't even know what a good scrum master would cost like. They have those two day or even less day. I heard about a transformation at a large automobile builder in Germany. They had something like a half day class for scrum master training within the safe environment. And they wonder why they fail. They wonder why they're failing. Brian Milner (10:53) Ha Andreas Schliep (10:54) On the other hand, we have organizations, even here in Germany, they have great leadership and coaching concepts. So they develop the Scrum Masters. They have the finest Scrum Masters ever on such a high level that the teams actually don't need them because the teams also evolved by taking care and taking responsibility for themselves and paying attention to the work. So they're kind of over-coached. So like, I think it was at Rally 10 or 15 years ago. There was a period when the external rally coaches didn't get so many contracts. And so they went inside and coach all the software teams and rallies at Rally. And after three or four months, the software team said, please, please give us a timeout, give us a break. We over coach. It's just too much. We just want to do some work and maybe not get better for like a month or two before we, because it's Brian Milner (11:42) Yeah. Andreas Schliep (11:47) It's hard always to get better and even better and you're so excellent coaches, cut us some slack. So that's so, but this is the structure. So on the individual level, it's just the same as with any major shift in any kind of industry. If your current profession or your current job title doesn't fit any longer, focus on what you're good at and see that you Brian Milner (11:54) Yeah, yeah, yeah, right. Andreas Schliep (12:13) become excellent at that. So that's, it's an old formula. It's an old formula and it can be different things. So I know about some scrum trainers who go and went into software development again, because they said, actually, I'm passionate about software development. I can understand that. I have a developer background as well. So sometimes I'm not that unhappy about taking care of a website and other stuff. It's a nice distraction. But some are really great facilitators. But if they only go out with a label, agile coach, and do not let the facilitation skills and experience shine, then they might get a mis-hired. So we have great personal coaches in there. So people with various skill sets. And if you take a look at the agile coaching growth, we have Biomark, some of them others. Brian Milner (12:37) Right. Andreas Schliep (13:00) You see that it's a vast field. So you cannot expect anyone, maybe the two of us, but you cannot expect anyone to be, not even me, so anyone to be excellent in all these knowledge areas and to be such a light and catalyst in everything. So the idea is to find your own way how you can contribute best. and then collaborate with others in their fields. So for me, the most interesting areas in that field are training and facilitation. Because I think that's the main thing that agile coaches or scrum masters can shine in. Brian Milner (13:41) Yeah, I've always loved, know, Lisa Atkins has that kind of different aspects of a coaching stance. And one of the ones that she had there that I've always loved is the idea of having a signature presence. And I remember when I first kind of encountered that, was, when it kind of sunk in, it was a very freeing idea for me. Andreas Schliep (13:49) See you. Brian Milner (14:01) to, you know, kind of like you're describing there, there's so many different aspects that you could, you know, try to do and you could do well, but it's too much for any one person to do all of it. So that signature presence to me, one of the things that I really kind of took away from that was know what you're good at, right? I mean, there's something about you that you bring from your own personality and your history and and everything that's made you who you are that is unique. And when you can find what that is, then it's almost like prior to that recognition to me, I was almost even a little ashamed that that was where my strength was. And I felt like I had to make up on these other areas that I struggle with or I didn't do as well. But that concept to me, Andreas Schliep (14:47) Mm-hmm. Brian Milner (14:52) kind of help me see, no, there's something that's really unique about how you approach things. And if you recognize that, lean into it because nobody else can offer that, right? Nobody else brings that to the table because that's uniquely you. Andreas Schliep (15:06) Yeah. Yeah. I have to admit, well, we're both with Scrum Alliance and I've been with Scrum Alliance for more than 20 years now. But some of the biggest insights about Scrum and the role of Scrum Master were some things that I actually learned by looking through the Scrum.org certification parts. So just out of curiosity, I started digging into the... Professional Scrum Master Series by Scrum.psm1. Okay, PSM1 is a walking part, so that's no big deal. 50 minutes without preparation, A's are done. Okay, next thing, PSM2, was a little more chilling. Okay, there are some different concepts in the way they address Scrum. And I completely faded PSM3. So that's interesting. So I should have known that. And the point is that... Brian Milner (15:52) Huh. Yeah. Andreas Schliep (15:58) There are differences in the message and the Scrum Master and the Scrum.org framing of Scrum is far more of a leader. So they take far more responsibilities. They are much closer to a sports team coach actually, even taking care of the crew and even throwing people out of the team if necessary. Then the fluffy Scrum Master social worker thing. with no real responsibility always in the background that we appear to propagate sometimes that I even have propagated lots of times. And I see this in my own style as well. So I'm rather strong at the facilitation part and working from the side of the background of people. But sometimes I see, and I think that's a big challenge for many agile coaching scrummers out there. Brian Milner (16:32) Yeah. Andreas Schliep (16:48) When it comes to the situation where I should take the lead, I'm still reluctant when I say, okay, yeah, somehow I don't want to step under the feet of others. I want to give them room. I want to be in my facilitator stance because I love that stance and that's my personal brand or whatever. The calm way and listening to people and integrating all voices. But all of a sudden, I encounter situations where say, my voice first. So, yeah. So let's do it that way. this week, I kind of stopped the client workshop in the middle. I said, so yeah, what is that? here you booked me for the entire day, but I noticed that you're very upset about important stakeholders missing. Brian Milner (17:19) Yeah. Andreas Schliep (17:39) I also noticed that you don't see the point in reiterating some other concepts that I prepared. you could use these methods and then talk to your stakeholders, but you rather want me in this room with your stakeholders and have this discussion together. So let's just stop this now. And I offer you a gift. I will come back for another half of days. So we stop this half day. You can use your time for something else. I can use my time for something else. And then I come back, but only if you have your manager in here. So if you bring your boss, I will come for another half day and then we finish this and deal with these questions. And they were kind of impressed that I was offering them. But where's the point? I needed to change the mode. I couldn't stay and I think this is something Brian Milner (18:20) you Yeah. Andreas Schliep (18:29) which is another great opportunity for Scrum Masters or agricultural coaches to say, what if I stepped into this leadership role? Brian Milner (18:37) Yeah. Yeah, that's a great kind of approach to it. And I know we've had some similar things at Mountain Goat as well, where we've worked with some clients and you kind of show up and you start to get into the things. Or even sometimes in the kind of just pre-work calls where you're trying to arrange things and talk through what is it you want to get out of this. And you sort of get that feedback and understanding that this is really just checking a box, right? They wanna check the box that they did this, but really making the change. No, they really don't wanna make the change. They really don't wanna have to change what they do on a day-to-day basis. you kind of are, as a coach or a trainer, you kind of get to that decision point where you have to say, at what point do I call this out? At what point do I say, you know what? You're gonna waste your money. Right? mean, I can come and do this. I can take your check. I can go away, but it's not going to make any difference. And you're not ready for it yet. and, that's, that's always a really hard decision. When you get to that point, when you realize, you know what? It's not serving your needs for me to, move forward here. You know, it's, it's, you're not going to be happy with me. Andreas Schliep (19:48) Yeah. I think it's important to maintain the personal integrity. the whole point about resilience is that you kind of are able to change while you maintain your own identity. So the path that you are trying to. And this change can mean a lot of things. So if someone would tell me, you've got to stop with Scrum now because Scrum is now forbidden everywhere. I would kind of dig into the facilitation. So I joined the IAF, the International Association for Facilitators. I don't have a credential there yet, but this is something if I would go into more facilitation gigs, this would be very interesting for me. I also became a coach in the responsibility program with Christopher Avery. First of all, I think that was a nice addition to my training or to my work with leaders. But then I also discovered that this is kind of navigation aid for myself. So whenever I do something, I start with what do I want? So what do I want? How do I want the situation to evolve? What is the outcome that I want to achieve? And how am I blocking myself from that? So what is kind of my inner blocker that prevents me from getting what I want? Brian Milner (21:03) Yeah. Andreas Schliep (21:04) So I could also talk about external blockers, but these external blockers are sometimes just things on my path that I choose to say, okay, I can't go there because there's this blocker. And when I found these two things, so what do I really want and what is blocking me? I can go and make a decision. I can confront myself. And with this ability, I'm pretty sure that I'm able to respond to any kind of situation. So, and... whether I pursue the facilitator part further or whether I go into the coaching way. I love to work with groups so that just the one-on-one coaching is not so interesting for me. But these are kind of independent from what I'm doing now, but also based on what I'm doing now. So I can derive lots of good skills and insights and approaches from what I did as a scrum trainer so far, what I have done as a scrum trainer. Brian Milner (21:58) Yeah. Well, I think when I'm hearing and tell me if I'm misquoting this or saying it or misunderstanding, but it feels like there's sort of an element here that, you know, I think a lot of us sometimes, have some kind of a title that we've earned. and we, we sort of inherit from that, set of, activities or things that we feel empowered to do. based on that title. And what it sounds like I'm hearing from you is it should kind of be the reverse. You should think about what you do well and the titles may come and go. They may change the descriptors that people use to describe what you do, it might change, but what you love to do with the activity, what you're good at, that can shift and change a little bit and don't be so concerned with the title. Andreas Schliep (22:45) Yeah, so edge-hired coaches still can keep this kind of title for the tribe to identify a peer group. And I've also joined edge-hired coach camps even as a scrum trainer. because this identification is important to say, okay, I know a couple of people who have different skills or different things who are some more similar to me, but I don't think we should stick to Agile Coach as a job title and only look for Agile Coach offers. But rather go out and see what's out there, what opportunities do we see. Apply for weird stuff. So at the beginning of this year, I applied as a facilitator for United Nations volunteer program and even made an extra language proficiency exam before that because I had to kind of prove that I'm at least at level C1. for this job. I just did it because it was there because this opportunity came through the International Association for Facilitators. I just said, okay, I don't know. They didn't even throw me back. I don't have anything, but I just, I want to apply for this. I want to get this material together. I want to show that I'm potentially able to do this. I will be far too expensive with my current rate, but yeah. And I think anyone currently in the situation as an edge on coach being laid off or looking for another job should kind of step back and go through these steps. So what do I want? What are the activities that I'm really passionate about? Brian Milner (24:13) Yeah. Andreas Schliep (24:13) And the answer might be surprising. So sometimes, it's actually coding. Maybe we'll get back to the basics. Brian Milner (24:19) Yeah, yeah, you're right. I've known a lot of people or I've known several people, I guess I should say, that have kind of maybe migrated backwards. If you think of it in that way, I don't know that's backwards, but migrated to their roots a little bit more, you know, and maybe left training, but went back to doing, you know, managing software teams or even coding just because they enjoy it. And I think that's a great thing if that's... Andreas Schliep (24:41) Yeah. Brian Milner (24:45) brings them happiness, you know? Andreas Schliep (24:47) Yeah, you know, when the whole agile thing started, they came up with a little website and the website says something like, we're discovering better ways to sort fire customers or so. I don't have a probably and helping others to do it. And if even if you go back or if you go to actually start working as a developer again. You still bring the edge of spirit and you still bring the ideas and methods of collaboration. It's going to be so helpful in your environment. Especially with new technologies, AI stuff and remote work and all these things kicking in. Everything looks like it's making your work more difficult. Massive layers like even media firing developers now, not only edge of coaches. So we have... so many disruptions to deal with. And I think that, well, kind of resilient HR coaching tribe stance is helpful in whatever role you fulfill afterwards. Brian Milner (25:43) That's really good. Yeah. Well, this has been great. I really enjoyed the conversation. Sometimes you're not really quite sure where we're going to end up and where we're going to travel, but I've really enjoyed all the directions we've taken here, Andreas. So I can't thank you enough. Thank you for making time and coming on and sharing your experience and wisdom with everyone. Andreas Schliep (26:00) Mm-hmm. Yeah, was great fun and thanks for the opportunity and I hope that this will help some people find little more guidance, least a little more confidence if they don't find guidance yet. Brian Milner (26:13) Yeah, I agree. Thank you very much. Andreas Schliep (26:15) Thank you.

This week we are smuggling alien writings on our cool motorcycles while we discuss “Provenance”! We're talking Neal McDonough's icy blue eyes, how much we miss Machete Scully, that Elvira should be Kersh's secretary, how boring Toothpick Man is compared to bad ol' CSM, trucker zoomies, and that Skinner just kind of sucks now. We reaffirm that you shouldn't smother your kids with a PSA, object to the word ‘rubbings', struggle to piece together the plot, and laugh at Doggett getting run over in a really silly way.Send us an email at scullynationpod@gmail.com or follow us on Instagram!

On today's show Erin Gallardo, PT, DPT, NCS and Claire McLean, PT, DPT, NCS, recap their experience at the recent APTA's CSM conference and what stood out. Neuro Collaborative was founded with the mission of helping people start neuro-focused practices and programs in their communities, to increase access to specialized neurological care and services. We grew into providing mentorship and continuing education, and part of the mission continues to be helping people start and sustain practices. We'll explore the challenges of running a neuro-only clinic, including the need for supplementary revenue streams. We'll discuss various solutions to creating a sustainable practice in neuro because it looks very different than an ortho practice. Be sure to follow us on IG and send us a DM if you have questions about your neuro biz! @neurocollaborative  Listen to our previous episode with Adriaan Louw, Episode 211 Request to join the NeuroBiz Besties free Slack channel  

This week we'll be discussing how, with the right strategies, remote IT projects can be just as efficient and productive as in-person teams—if not more.Managing remote IT projects comes with unique challenges, and joining us this week is Moser's own Derrick Spires. Derrick is a Senior Consultant with more than a decade of experience in the IT and consulting industry. Known for managing complex projects, improving business processes, and leading cross-functional teams, Derrick has a proven track record of exceeding business goals and delivering high-quality results. Derrick has a strong background in computer software engineering and information systems and he is certified as a PMP, CSM, and KCS professional. Derrick helps clients optimize performance and achieve strategic objectives. Continuous learning and knowledge sharing are at the core of his professional mission, from coordinating distributed teams to ensuring seamless communication and collaboration. Because success hinges on leveraging the right tools, setting clear expectations, and fostering a strong team culture despite physical distance. 

Brian Gallagher reflects on his experience at APTA's CSM conference in Houston, sharing insights on the new generation of physical therapists and the evolving landscape of private practice. In this episode, he breaks down the key business models available to PTs, the importance of practice management strategies, and how MEG Business is lowering the barrier to entry for private practice owners. If you're thinking about scaling, transitioning, or launching your PT business, this episode is for you! Click Here to Book a Free Discovery Call!  

Send us a textAPTA CSM 2025 was a whirlwind—in the best way possible. From groundbreaking sessions to game-changing hallway conversations, this conference was packed with insights, networking, and some much-needed discussions about the future of physical therapy. But whether you attended in person or had to sit this one out, I've got you covered!In today's episode, I'm breaking down my biggest takeaways from CSM 2025, including key session highlights, the best networking moments, and areas where our profession still has work to do—like making sure patient voices are truly heard. Plus, I'll share what it was like to present our session, how the conversations from The Cancer Rehab Community Conference 2024 are already shaping real-world change, and why we need YOUR voice at future conferences.So get comfortable, and let's debrief CSM 2025 together!Apply to be a speaker at The Cancer Rehab Community Conference 2025!Grab your free Ultimate Oncology Specialist Study Guide!Preparing for the ABPTS Oncology Specialist Certification Exam is one of the best ways to become an expert OncoPT.My new Ultimate Oncology Specialist Study Guide will help you start your exam prep on the right foot, so you can prepare for success & treat your patients like an expert.Grab your FREE study guide now! Follow TheOncoPT on Instagram.Follow TheOncoPT on LinkedIn.

Army Command Sergeant Major John Wayne Troxell served as the Senior Enlisted Advisor to the Chairman of the Joint Chiefs of Staff, and the senior noncommissioned officer in the U.S. Armed Forces, from Dec. 11, 2015, until his retirement on Dec. 13, 2019. In this role, he served as the principal military advisor to the Chairman and the Secretary of Defense on all matters involving joint and combined total force integration, utilization, health of the force and joint development for enlisted personnel.   Get Troxell's book "Surrender or Die" on Amazon at   CSM Troxell enlisted in the U.S. Army in September 1982 as an armored reconnaissance specialist and graduated One Station Unit Training at Fort Knox, Ky.

Send us a textIn this compelling conclusion to our three-part series, Eleni Vorvis delves into the transformative role of artificial intelligence in strengthening the partnership between Customer Success and Product Management teams. Discover how AI is revolutionizing customer feedback analysis, product usage tracking, and strategic decision-making in SaaS organizations.Detailed AnalysisThe discussion illuminates several crucial aspects of AI integration in the CS-Product relationship. Vorvis emphasizes that AI is becoming an indispensable tool for identifying usage patterns and automating customer feedback analysis across multiple channels, including support tickets, NPS surveys, and social media. She highlights how AI-powered solutions are evolving to provide more sophisticated in-app guidance and chatbot interactions, potentially reducing the need for direct CSM intervention in routine matters.A particularly noteworthy insight is the emergence of AI tools specifically designed for data-driven roadmap prioritization. These solutions are beginning to bridge the gap between sales insights, CRM data, and customer feedback, enabling more informed product decisions. However, Vorvis cautions against falling into the trap of tool overwhelm, advocating for a measured approach starting with accessible AI solutions like ChatGPT or Claude.The conversation also touches on the strategic importance of AI literacy in modern CS and Product Management roles. Vorvis predicts that AI expertise will become a standard requirement in job descriptions, positioning it as a competitive advantage for professionals in these fields. This shift reflects a broader trend toward data-driven decision-making and automated intelligence in SaaS operations.The hosts and guest share a compelling perspective on the rapid pace of AI advancement in the industry, noting how new tools and capabilities are emerging at an unprecedented rate. They emphasize the importance of maintaining a learning mindset and starting small with AI adoption, suggesting that even simple applications can deliver significant value.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Are you ready to impress at your next CSM interview presentation? If you haven't listened to part one, I recommend you go back and listen to that one first, but in this part 2, I am letting you in on six sneaky things you can do in your next CSM interview presentation to wildly impress the hiring team and get that offer.Tune in to learn how to master your content delivery, engage your audience, show professionalism, and more as you prepare to make a lasting impact.There's so much valuable insight to gain, so tune in as we break down these crucial elements that could be the key to your next big career move. Don't miss the opportunity to elevate your CSM presentation interview skills and set yourself apart from the competition!

Join our podcast team members, Sara Zoeller and Parm Padgett, as they discuss the in-person and on-demand degenerative diseases programming (and some DD-adjacent talks) at this year's CSM in Houston, TX. This podcast highlights talks and authors to help you plan your best CSM experience, complete with fun haikus and a CSM song at the very end of the bloopers - listen for that! The DD SIG committee and members of the 4D podcast team will be visible at the poster session on Friday from 1-3 pm and at the Myelin Melter on Friday evening. Please come find us and introduce yourself, we'd love to hear your ideas for our podcast (comments, future topics, etc). Happy CSM!  The Degenerative Diseases Special Interest Group is part of the Academy of Neurologic Physical Therapy – www.neuroPT.org  For questions about this podcast, please contact neuroddsig@gmail.com. Show notes available at: https://app.box.com/s/9zeyy65ft2pdksilfh28orw5dworu6vu

Show Notes Guests: James P. Crick, Jr., PT, DPT, PhD Co-Chair, CSM Education Programming, APTA Acute Care Links: CSM 2025 APTA Acute Care Brochure APTA CSM Program Portal APTA CSM Events App Guest Quotes: "CSM isn't just about education—it's about collaboration and connection. This is where careers change, research starts, and lifelong mentorships form." – James Crick "If you're coming to CSM, don't just be a fly on the wall. Jump in, meet people, and find where you can contribute. That's how I got started, and it changed everything." – James Crick Connect with our hosts and the podcast! Email the show if you would like join our team: aptaacpodcast@gmail.com Leo Arguelles (LEE-O R-GWELL-IS) largue2@uic.edu Twitter @LeoArguellesPT Interested in being a future guest? Apply to become our new co-host Join our team: Assistant Producer APTA Acute Care: Website Awards Journal Access Twitter @AcuteCareAPTA Facebook APTA Acute Care Instagram @AcademyAcutePT YouTube  APTA Acute Care Podcast APTA Acute Care Resources APTA Adult Vital Signs APTA Lab Values Document Webinar Recordings

Send us a textSummaryIn this thought-provoking discussion, Mike Sabat from Twilio shares his perspective on the potential convergence of Customer Success Management (CSM) and Account Executive (AE) roles in enterprise technology. The conversation delves into how consumption-based pricing models and increasing product complexity are driving this transformation, with particular emphasis on revenue responsibility and customer relationship management in the modern tech landscape.Detailed AnalysisThe episode explores the shifting dynamics of customer-facing roles in enterprise technology, highlighting several key trends and implications:Consumption-Based EvolutionThe discussion begins with an examination of how enterprise software is moving from seat-based to consumption-based pricing models, similar to those employed by major players like AWS, Google Cloud, and OpenAI. This fundamental shift is reshaping how companies structure their customer-facing teams and responsibilities.Role Convergence DriversSabat presents compelling arguments for the merger of CSM and AE roles, particularly in growth-oriented companies. The traditional model of AEs making promises and CSMs cleaning up afterward is becoming obsolete, replaced by a more integrated approach where responsibility for both sales and delivery rests with the same individual.Revenue ResponsibilityA crucial point emerged regarding revenue responsibility in customer success roles. The panel agrees that CSM teams must evolve beyond being cost centers to become revenue generators, either through direct sales responsibility or through packaged services offerings.Specialized ModelsThe discussion acknowledges that while convergence is likely in some areas, specialization will continue to exist. The "hunter" role focused on new logo acquisition will remain distinct, while the "farmer" role may see the most convergence between AE and CSM functions.Future ImplicationsThe conversation concludes with insights into how this evolution might affect organizational structure, skill requirements, and customer relationship management in the coming years, particularly in enterprises with complex, consumption-based products.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In the season finale of The Enablement Edge, hosts Steve and Amber chat with Stephanie Middaugh, Founder & CEO of Phoenix GTM Consulting, about where to succeed in enablement in 2025.Together, they tackle the industry's current challenges, including burnout and exhaustion among professionals, while highlighting the need to sustain passion and empathy in these roles. Stephanie shares actionable strategies for navigating market uncertainties and organizational obstacles, emphasizing the importance of prioritizing skill-building over task-focused activities and looking to what is actually within your control.The discussion also explores Stephanie's book, Elevate and Optimize: Your Enablement Maturity Journey, which provides practical guidance on advancing enablement functions and setting achievable goals. Stephanie shares her insights into effective maturity models, the current and future impact of AI on enablement, and the transformative potential of a well-aligned enablement strategy. Her advice inspires listeners to stay focused on their enablement objectives and drive meaningful change within their organizations.—Guest BioStephanie Middaugh is a seasoned expert in revenue enablement and sales operations, known for her innovative approach to training and process improvement. She is currently a CSM with Luster, a cutting-edge AI sales practice and upskilling solution that is revolutionizing how go-to-market teams learn and practice. However, Stephanie is also the Founder & CEO of her own business, Phoenix GTM Consulting.Most recently, Stephanie was the Head of Global GTM at Pinecone. With a career spanning leadership roles at Zoom, Divvy Inc., DataStax, Alteryx, and Sage, she has consistently built scalable enablement frameworks supporting global sales teams. Passionate about fostering community and delivering impactful programs, Stephanie continues to be a thought leader in the enablement space.—Guest Quote“People are tired, exhausted, and burnt out. But that passion is still burning. We want to help. So we're still going to be there. Enablement as a profession is still going to get these initiatives, trainings, and everything [else] through. We're still going to be bought into helping our reps succeed and seeing the business move forward. Even though it kind of goes through these ups and downs and ebbs and flows, enablement is going to be here for a while, and it's the companies that know how to properly leverage it that are going to see the results at the end of the day.” —Time Stamps 00:00 Episode Start4:45  How Stephanie defines enablement6:38 Facing burnout in 20259:56  Where is all this pressure coming from?12:50  Moving foward despite uncertainty16:13 Focus in on what you can control18:20 Elevate and Optimize: Your Enablement Maturity Journey24:37 Does your enablement team have to be large to be mature?28:11 Transformational enablement31:40 On the Edge—LinksConnect with Stephanie Middaugh on LinkedInRead “Elevate and Optimize: Your Enablement Maturity Journey”Check out Phoenix GTM ConsultingCheck out LusterConnect with Steve Watt on LinkedInConnect with Amber Mellano on LinkedInCheck out Seismic

Its that time of year folks! #PTintheCommunity is happening again at the APTA's Combined Sections Meeting (CSM 2025 Houston, TX Feb 12-15 2025).Come on out and Volunteer with us!!!Dr Patrick Berner covers all the deatils

A daily update on what's happening in the Rocket Pool community on Discord, Twitter, Reddit, and the DAO forum. #RocketPool #rpl #Ethereum #eth #crypto #cryptocurrency #staking #news Podcast RSS: https://anchor.fm/s/cd29a3d8/podcast/rss Anchor.fm: https://anchor.fm/rocket-fuel Spotify: https://open.spotify.com/show/0Mvta9d2MsKq2u62w8RSoo Apple Podcasts: https://podcasts.apple.com/us/podcast/rocket-fuel/id1655014529 0:00 - Welcome Rocket Pool news 0:36 - Saturn 1 dev update https://discord.com/channels/405159462932971535/405163979141545995/1334756027312111688 2:15 - Smart Node releases https://discord.com/channels/405159462932971535/918351974406172723/1334727960313204737 https://discord.com/channels/405159462932971535/918351974406172723/1334839481681051648 4:25 - Ramana's meme coin https://discord.com/channels/405159462932971535/405163713063288832/1334649712862826556 Staking news 6:37 - NodeSet news https://discord.com/channels/968587363536220252/1153574664174579842/1334754646954217482 7:42 - Gas increase close https://x.com/sassal0x/status/1885309673311789438 9:06 - Lido's CSM capped at 2% for now https://discord.com/channels/405159462932971535/405163713063288832/1334933253571870893 Ethereum news 10:27 - ETH and BTC ETF https://x.com/news_of_alpha/status/1885096483805950093 12:33 - Sassal's Ethereum thread https://x.com/ethereum/status/1885327649662288047?

Uniswap launches Uni V4. Ƒlaunch launches its meme coin platform on Base. Lido's CSM goes fully permissionless. And UBS tests its gold product on a ZKsync Validium. Read more: https://ethdaily.io/638

Are you ready to make a bigger impact at your customer success job this year? Whether you're new to the role or a seasoned CSM looking for new ways to shine, this episode is packed with actionable strategies that will help you stand out.In this episode, I share nine super easy, time-efficient tips to elevate your performance and drive significant value for your company. I will break down each strategy into simple steps you can start implementing today.If you're eager to be recognized, secure promotions, or simply become a better CSM, this episode is your ultimate guide to career growth in customer success. Tune in to discover how you can start making a bigger impact now!

A daily update on what's happening in the Rocket Pool community on Discord, Twitter, Reddit, and the DAO forum. #RocketPool #rpl #Ethereum #eth #crypto #cryptocurrency #staking #news Podcast RSS: https://anchor.fm/s/cd29a3d8/podcast/rss Anchor.fm: https://anchor.fm/rocket-fuel Spotify: https://open.spotify.com/show/0Mvta9d2MsKq2u62w8RSoo Apple Podcasts: https://podcasts.apple.com/us/podcast/rocket-fuel/id1655014529 0:00 - Welcome Rocket Pool news 0:35 - Jasper's call https://discord.com/channels/405159462932971535/405163713063288832/1333611738054135909 https://discord.com/channels/405159462932971535/405163713063288832/1333638030245888081 https://discord.com/channels/405159462932971535/998627604686979214/1333642536836792331 https://discord.com/channels/405159462932971535/998627604686979214/1333848131170861117 https://discord.com/channels/405159462932971535/405163713063288832/1333856130409037945 7:50 - Use rETH on Symbiotic https://x.com/gauntlet_xyz/status/1884270134363345107 https://x.com/drjasper_eth/status/1884270773533307242 10:02 - New rETH integration on Bracket https://x.com/bracket_fi/status/1884240156078792868 https://docs.bracket.fi/product/bracket-platform/strategy-vaults/eth+-defi-yield-10-target-rate 12:29 - Liquity v2 dashboard https://dune.com/liquity/liquity-v2 14:55 - Token Motion design requests open https://dao.rocketpool.net/t/token-motion-design-idea-submission/3493?u=shfryn https://discord.com/channels/405159462932971535/405163713063288832/1333886416496758834 17:53 - NSSO withdraws $130m from EtherFi https://discordapp.com/channels/405159462932971535/405163713063288832/1333886843804188683 Staking news 19:08 - Geth hiring https://x.com/lightclients/status/1884256102000599175 20:03 - Vote to make CSM permissionless is live https://vote.lido.fi/vote/183 Ethereum news 20:51 - Ethreum ETF in kind redemptions https://x.com/NateGeraci/status/1883990267033968767

Send us a textThe conversation delves into how AI is reshaping customer success operations, from analyzing customer profiles to enabling personalized micro-learning experiences. Keith Hanks shares valuable insights on leveraging AI for content repurposing, pattern recognition, and operational efficiency, emphasizing how individual CSMs can take initiative with AI tools to enhance their customer engagement strategies.Detailed AnalysisAI-Driven Customer Profile AnalysisThe discussion highlights three primary areas where AI is making significant impacts in customer success:Pattern Recognition and Analysis: AI's capability to identify traits, outliers, and patterns within customer profiles, bridging the gap between ideal and actual customer profiles.Content Adaptation: The technology's potential to transform new business content into customer success-focused materials, creating efficient infrastructure templates for existing customer engagement.Automated Trigger Systems: Integration with platforms like Gainsight and ChurnZero to establish data-driven, prescriptive plays based on customer behavior patterns.Democratizing Innovation in Customer SuccessA significant focus is placed on individual empowerment, with Keith emphasizing that CSMs don't need to wait for organizational initiatives to leverage AI. The discussion outlines practical ways CSMs can use AI tools to:Repurpose content for different audience segmentsCreate personalized micro-learning experiencesDevelop customer onboarding pathsGenerate customer-specific training materialsFuture ImplicationsThe conversation addresses the evolving landscape of customer success, referencing recent Bain Company research highlighting the growing need for technical expertise in customer success roles. The speakers predict a significant transformation in the CSM role over the next 2-3 years, driven by AI-enabled efficiencies and the resulting ability to focus on deeper technical engagement.Implementation ConsiderationsThe episode provides practical guidance on tool selection, emphasizing the need to balance between:Free/low-cost AI tools for individual initiativesEnterprise-grade solutions for handling proprietary dataSecurity considerations when processing customer informationPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

A daily update on what's happening in the Rocket Pool community on Discord, Twitter, Reddit, and the DAO forum. #RocketPool #rpl #Ethereum #eth #crypto #cryptocurrency #staking #news Podcast RSS: https://anchor.fm/s/cd29a3d8/podcast/rss Anchor.fm: https://anchor.fm/rocket-fuel Spotify: https://open.spotify.com/show/0Mvta9d2MsKq2u62w8RSoo Apple Podcasts: https://podcasts.apple.com/us/podcast/rocket-fuel/id1655014529 0:00 - Welcome Rocket Pool news 0:38 - Obol airdrop for RPers https://claim.obol.org/ https://x.com/Obol_Collective/status/1881719066685218818 BTCS running RP validators https://x.com/charles_btcs/status/1879535119834222974?s=46 https://www.btcs.com/wp-content/uploads/2025/01/Scaled-Validator-Implementation-PR-January-15-2025-vF2.pdf Exit arb in action https://discordapp.com/channels/405159462932971535/405163713063288832/1331019773097807872 Jasper talks to Trump team https://discord.com/channels/405159462932971535/998627604686979214/1330543231070375997 https://x.com/worldlibertyfi/status/1881457386671464804?s=46 https://etherscan.io/tx/0xf5f38c2394a3d1121b87e444a0c8f604d12359ea33a715433172f0fe63b1c52b NSSO stop selling rETH https://discord.com/channels/405159462932971535/405163713063288832/1330606728496156753 https://discord.com/channels/405159462932971535/405503016234385409/1331331113565556876 More contango incentives https://discord.com/channels/405159462932971535/405163713063288832/1329825934055833620 Liquify v2 date https://x.com/liquityprotocol/status/1881366913479328080?s=46 Boosted HAI rewards https://x.com/letsgethai/status/1879912357499207882 Rescue Node change in ownership https://x.com/Rescue_Node/status/1879952774970110114 AlphaGrowth's lost deals https://discord.com/channels/405159462932971535/1300824467076808776/1330992398180028556 DAO reports https://dao.rocketpool.net/t/pdao-2024-12-19-2025-01-16-treasury-report/3481 https://dao.rocketpool.net/t/imc-period-30-31-reports-period-31-32-budgets/3485 STAR application deadline passes https://dao.rocketpool.net/t/looking-for-overseer-for-the-star-initiative-reth-incubator/3475 Staking news Gas limit increase https://x.com/sassal0x/status/1879672562663514288 https://x.com/trent_vanepps/status/1879896778809786543? CSM going permissionless https://discord.com/channels/405159462932971535/405163713063288832/1329779113887535134 NodeSet rewards claiming soon https://discord.com/channels/968587363536220252/1153574664174579842/1329834713699057776 Ethereum news EF leadership discussion https://x.com/dannyryan/status/1879705279761178690? https://x.com/vitalikbuterin/status/1880635379771904423?s=46 https://x.com/VitalikButerin/status/1880637064158626267 https://x.com/vitalikbuterin/status/1881347052279349300?s=46 https://x.com/vitalikbuterin/status/1881298926650929415?s=46 https://x.com/vitalikbuterin/status/1881300872984166689?s=46 https://x.com/vitalikbuterin/status/1881350360381685816?s=46 https://x.com/dannyryan/status/1881742086703096313?s=46 https://x.com/vitalikbuterin/status/1881680518934384676?s=46 https://x.com/ethereumjoseph/status/1881721024057598309? Pectra timeline https://x.com/terencechain/status/1879892324353991052? https://x.com/nixorokish/status/1879893269028737138? https://x.com/terencechain/status/1879892324353991052 https://x.com/christine_dkim/status/1879919371684127176 In other news SEC Crypto Taskforce https://x.com/news_of_alpha/status/1881760567116829087? https://x.com/nategeraci/status/1881763205716025513?

How do you get really good at talking about value with customers? While this topic is a little bit outside my usual content, it is a question I was recently asked, so I'm going to dive into how top CSMs nail customer value. In this episode, I'm giving you a masterclass on how to keep customers engaged and uncover what they really care about. I'll let you in on the three critical skills every CSM needs and how to use them. These skills are things that you can keep improving no matter what level of CSM you are. So whether you're a career transitioner or a principal CSM, this is going to up level you and help refine your skills not just for getting clients results, but also for advancing your career.