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#updateai #customersuccess #saas #business Welcome back to Unchurned! In this special episode, hosts Josh Schachter and Kristi Faltorusso gather for one last on-air session before a well-deserved summer break—and just before Josh's London wedding celebration! They also dive into Kristi's AI learning journey—breaking down how she's gone all-in on micro-learning, prompt engineering, and building real tools with zero engineering background. Listen as she and Josh discuss the importance of actually using AI, not just reading about it, the potential risks of ignoring these skills, and why investing just ten minutes a day could change your game in the evolving tech landscape.Timestamps0:00 - Preview 0:45 - Josh is married/is getting married4:30 - Upcoming summer break for the podcast5:05 - Leadership Loss and Reflections at Planhat8:07 - Kristi is learning & experimenting with AI13:55 - Scaling Personal Expertise with AI18:40 - Encouragement to Engage with AI___________________________
#updateai #customersuccess #saas #businessRachel Tsui, the ex-Head of CS at Komodo Health, joins hosts Jon Johnson and Josh Schachter to dive deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health.Timestamps0:00 - Preview, & Intros7:30 - CS at Komodo Health 10:28 - KPIs for customer success at Komodo12:00 - Plans and Priorities 13:22 - Focusing on separating support from CS activities16:03 - Managing expectations around promotions20:06 - Navigating career growth23:50 - Cross-functional collaboration and tools for knowledge sharing___________________________
Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally's platform.We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.Mentioned ResourcesLinkedIn (Jamie Davidson)LinkedIn (Kelley Turner)VitallyClayDuolingo's Memo of Shifting to AIChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Send us a textAI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging platforms like Sturdy that analyze unstructured data across email, Slack, and support tickets to identify churn risks and expansion opportunities. John challenges the overhyped notion that AI will replace CSMs, emphasizing instead how it amplifies human capabilities and enables more strategic engagement. The discussion culminates with an intriguing experiment: using custom GPTs for renewal pricing strategy that combines deal structure recommendations with benefit articulation. This customer success playbook episode demonstrates how forward-thinking CS leaders are leveraging AI to scale their impact while maintaining the human connections that drive customer loyalty.Detailed AnalysisThe episode showcases a mature understanding of AI implementation in customer success, moving beyond theoretical possibilities to practical applications with measurable business impact. John's progression from early adoption of Chorus to exploration of comprehensive platforms like Sturdy illustrates the rapid evolution of AI tools specifically designed for CS operations.The discussion of unstructured data analysis represents a significant leap forward in customer intelligence capabilities. Traditional CS platforms focus primarily on structured data points, but John's experience with AI-powered analysis of emails, support tickets, and communication channels opens new possibilities for early risk detection and opportunity identification. This capability addresses a long-standing challenge in customer success: the inability to systematically analyze the vast amount of unstructured communication that contains critical insights about customer health and growth potential.John's perspective on AI replacing CSMs demonstrates thoughtful leadership in an era of technological disruption. His emphasis on AI as an enabler rather than a replacement aligns with successful digital transformation strategies across industries. The human element remains crucial for building trust, navigating complex customer relationships, and making nuanced decisions that require emotional intelligence.The custom GPT experiment for renewal pricing represents the frontier of AI applications in CS operations. This use case demonstrates how AI can be trained on specific business contexts to provide both analytical recommendations and strategic guidance, potentially transforming how CS teams approach contract negotiations and renewal conversations.For CS leaders, this episode provides a roadmap for AI adoption that balances innovation with practical implementation, emphasizing tools that enhance rather than replace human capabilities.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.
#updateai #customersuccess #saas #businessJoin host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.Timestamps00:00 – Preview, Meet Cait Keohane & Learn About Airtable01:30 – Cait's Journey at Zendesk03:15 – Building Customer Success and Account Management at Zendesk07:50 – Joining Airtable as CCO08:50 – First 90 Days at Airtable: Priorities and Execution13:10 – Feedback and Voice of Customer Mechanisms15:00 – Renewal Management and Risk Mitigation19:38 – Delivering Personalized Experiences at Scale21:50 – Platform Complexity and Change Management24:50 – The Role of MVP Users and Power Builders in Scaling26:51 – Closing Thoughts and Future Outlook___________________________
Send us a textWednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answer, John presents a thoughtful framework for determining the optimal structure based on deal complexity, sales cycle length, and organizational maturity. He shares specific examples of successful implementations, including a sophisticated model where CSMs handled straightforward upsells and renewals while account executives managed complex expansion opportunities. The discussion dives deep into compensation structures, forecasting methodologies, and the critical importance of clearly defining roles to avoid territorial conflicts. This customer success playbook episode provides practical guidance for leaders struggling to optimize their expansion strategy without sacrificing customer relationships.Detailed AnalysisThis episode addresses one of the most politically charged topics in revenue operations: expansion ownership. John's approach demonstrates sophisticated thinking about organizational design, moving beyond simple "CS versus Sales" debates to examine the underlying factors that should drive structural decisions.The hybrid model John describes represents an evolution in CS thinking, recognizing that different types of expansion opportunities require different skill sets and engagement approaches. His 70/30 compensation structure (70% quota-oriented, 30% experience-focused) within the variable component offers a practical framework for balancing commercial accountability with customer-centric behaviors.Particularly valuable is John's emphasis on forecasting churn and renewal business with the same rigor as new logo acquisition. His practice of conducting detailed risk assessments 4-5 months before fiscal year start demonstrates the proactive mindset required for successful renewal management. The recommendation to begin renewal conversations 12 months in advance challenges the reactive approach many organizations take to customer retention.The discussion also highlights the importance of cross-functional partnerships, especially between CS and finance teams, in developing accurate forecasting models. John's collaborative approach with his CFO shows how CS leaders can elevate their strategic influence by speaking the language of business operations.For revenue leaders, this episode provides a decision-making framework for expansion ownership that considers deal complexity, resource allocation, and organizational capabilities rather than defaulting to territorial thinking.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 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/
#updateai #customersuccess #saas #businessWelcome back to Unchurned! In this very special annual tradition, host Josh Schachter, CEO of UpdateAI sits down with Nick Mehta, the ever-energetic CEO of Gainsight, for a deep dive into all things Pulse 2025 - Gainsight's CS conference, which this year is bringing its signature blend of learning and community to Las Vegas. Josh and Nick reminisce about Pulse's humble beginnings, reflect on the journey from a simple luncheon to a high-octane Vegas affair, and tease this year's theme (wardrobe predictions included!).You'll also get an exclusive inside look at Gainsight, with Nick sharing candid insights about new faces on the leadership team, the integration of exciting new products like Staircase, ModerateKit, and Skilljar, and how the company is weaving AI into both its offerings and internal processes. The conversation is equal parts fun and insightful, filled with plenty of laughs and a motivating message for customer success pros to embrace innovation and lean into the future.Timestamps0:00 - Preview & Introductions1:25 - Pulse Conference in Las Vegas8:36 - Reflections on New & Evolving Leadership 15:23 - Recent Innovations & Acquisitions24:10 - Operational Shifts and AI Integration30:12 - Looking Ahead & Closing Thoughts___________________________
Send us a textSummaryThis episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer success function that actually drives results? John shares his battle-tested approach, emphasizing the critical importance of aligning CS initiatives with company-wide strategic objectives rather than jumping straight into tactical execution. Through a fascinating case study involving a massive platform transformation for enterprise pharmaceutical and high-tech manufacturing clients, he demonstrates how proper alignment enabled a successful four-and-a-half-year migration from on-premise to cloud infrastructure without losing a single customer. This customer success playbook episode provides essential groundwork for any organization looking to build or rebuild their CS foundation.Detailed AnalysisThe discussion reveals several strategic insights that challenge conventional CS wisdom. Rather than immediately focusing on hiring CSMs or implementing technology platforms, John advocates for a "strategy-first" approach that ensures every CS initiative ladders up to broader business objectives. This methodology becomes particularly powerful when managing complex transformational projects, as evidenced by his experience migrating enterprise clients from legacy on-premise systems to modern cloud platforms.The episode highlights three critical success factors for new CS functions: strategic alignment with three-year company vision, cross-functional collaboration (especially with legal and finance teams), and allowing significantly more time than initially estimated for complex transitions. John's approach to contractual restructuring during platform migrations offers valuable lessons for companies navigating similar transformations, particularly the importance of providing financial incentives and flexible contract structures during transition periods.The conversation also underscores how customer success professionals must evolve beyond traditional support roles to become strategic business partners. John's team successfully positioned platform limitations as innovation opportunities, demonstrating the communication skills necessary to maintain customer relationships during potentially disruptive changes.For CS leaders and executives, this episode provides a practical framework for launching CS initiatives that deliver measurable business impact while maintaining strong customer relationships throughout complex organizational changes.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.
#updateai #customersuccess #saas #businessSarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.Topics Discussed Meet Sarah Parker & Learn about BetterUpHow coaching equips leaders to navigate challengesChallenges at BetterUpHigh-touch approach for customer success Challenges despite a high NPSServices offered by BetterUpMindset transition from a service provider to a partnerAugmenting CSMs & enabling customers as platform ownersHigh demand for low-touch models faces resistanceArticulating worth for maximizing impactCSMs are trained to be a superheroTransitioning from UiPath to BetterUp was personal___________________________
#updateai #customersuccess #saas #businessMichael Goetz, Vice President of Customer Success Strategy at GitHub, joins Josh Schachter, Co-Founder & CEO of UpdateAI, and Kristi Faltorusso, CCO at Client Success, for a candid and insightful conversation that no customer success (CS) professional will want to miss. They discuss GitHub's shift from a focus on "Customer Outcomes" to "Customer Success Strategy" and its impact on operations and goals. Goetz reveals their methods for identifying and tracking meaningful customer business outcomes at scale. The conversation delves into the practicalities of operationalizing outcome-driven work, navigating diverse customer needs, and maintaining engagement amidst rapid product innovation.Timestamps:0:00 - Preview & Intros1:30 - Intentionality Behind Role Titles at GitHub4:33 - Articulating Measurable, Business-Driven Customer Goals7:48 - Tracking and Measuring Progress Towards Outcome13:35 - Differentiation in Approach Across Customer Segments16:35 - Approaching and Managing Milestones Toward Larger Outcomes21:05 - Dynamics Between End Users & Economic Buyers23:41 - Managing Pace and Volume of Change (Especially with AI)28:20 - Organizational Structure of Michael's Team35:00 - Creative Uses of AI Within the Organization___________________________
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 5th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn the final episode of this five-part series, Lee Safar and trade compliance expert Mollie Sitkowski discuss potential changes to tariffs, the intricacies of customs classifications, and strategies for businesses to mitigate these financial challenges. Mollie provides insights into the roles of customs brokers and compliance experts while highlighting the need for businesses to exercise reasonable care in their operations. Stay updated with tariff changes by following Mollie on LinkedIn.00:00 Introduction and Initial Questions01:03 Support the Podcast01:32 Welcome and Guest Introduction02:57 Discussion on Tariffs and Legal Implications08:06 Mitigation Strategies for Businesses10:11 Challenges and Future Outlook17:52 Conclusion and Contact Information18:57 Final Thoughts and Sign OffReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 5th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn the final episode of this five-part series, Lee Safar and trade compliance expert Mollie Sitkowski discuss potential changes to tariffs, the intricacies of customs classifications, and strategies for businesses to mitigate these financial challenges. Mollie provides insights into the roles of customs brokers and compliance experts while highlighting the need for businesses to exercise reasonable care in their operations. Stay updated with tariff changes by following Mollie on LinkedIn.00:00 Introduction and Initial Questions01:03 Support the Podcast01:32 Welcome and Guest Introduction02:57 Discussion on Tariffs and Legal Implications08:06 Mitigation Strategies for Businesses10:11 Challenges and Future Outlook17:52 Conclusion and Contact Information18:57 Final Thoughts and Sign OffReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 4th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map it Forward, Lee and Mollie delve into the short-term, medium-term, and long-term effects of the tariffs on consumers and businesses, highlighting challenges such as rising prices, inflation, and market uncertainty. Tune in to explore how tariffs could affect your daily coffee and the broader economy.00:00 Understanding Short-Term Pricing Uncertainty00:37 Introduction to Regenerative Coffee Farming Workshops01:23 Impact of Trump Tariffs on the Global Coffee Industry01:52 Consumer Impact of Tariffs: Short, Medium, and Long Term06:07 Elasticity of Coffee Prices and Market Shifts07:01 Tariffs and the Future of Coffee Imports10:32 Consumer Sentiment and Economic Implications16:43 Mitigating the Effects of Tariffs16:56 Closing Remarks and Call to ActionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 4th episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map it Forward, Lee and Mollie delve into the short-term, medium-term, and long-term effects of the tariffs on consumers and businesses, highlighting challenges such as rising prices, inflation, and market uncertainty. Tune in to explore how tariffs could affect your daily coffee and the broader economy.00:00 Understanding Short-Term Pricing Uncertainty00:37 Introduction to Regenerative Coffee Farming Workshops01:23 Impact of Trump Tariffs on the Global Coffee Industry01:52 Consumer Impact of Tariffs: Short, Medium, and Long Term06:07 Elasticity of Coffee Prices and Market Shifts07:01 Tariffs and the Future of Coffee Imports10:32 Consumer Sentiment and Economic Implications16:43 Mitigating the Effects of Tariffs16:56 Closing Remarks and Call to ActionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list
In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. Sri discusses the origins of Rocketlane, including the community they built before launching the product, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry. Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.___________________________
If your customer check-ins feel awkward and your QBRs are just you talking at a screen of blank stares, this episode is your tactical reset. I'm sharing the five power questions top CSMs use to turn flat convos into high-impact, expansion-driving moments without needing deep product knowledge or extra prep. These aren't theoretical frameworks. They're practical, repeatable questions you can use today to build trust, build authority with customers, and uncover what actually matters to them.One of these questions helped a CSM reignite a stalled deal and close a six-figure expansion just by flipping how they framed one ask. And that's the magic... the right question doesn't just get you answers. It positions you as a strategic partner who “gets it,” not a glorified support rep running through a checklist.If you've ever felt like your customers aren't opening up or wondered why you're not looped into strategic convos, it's not your fault. You just need better questions. Hit play and let's turn your next check-in into the one that changes the game.
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 3rd episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar and guest Mollie Sitkowski explore how these tariffs are affecting businesses exporting to the United States, delve into the complexities of country of origin rules, and discuss potential long-term impacts. The episode also touches on the broader economic uncertainty and potential stagnation resulting from these tariffs, and looks ahead to possible future developments in U.S. trade policies.00:00 Introduction to the Trump Tariffs00:27 Sponsorship Message: Become a Coffee Consultant01:05 Welcome and Series Overview01:15 Impact of Tariffs on US Business01:38 Options for Businesses Exporting to the US03:38 Understanding Country of Origin Rules08:25 Challenges in the Coffee Industry19:25 Global Trade War and Its Implications20:58 Conclusion and Next Episode TeaserReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 3rd episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar and guest Mollie Sitkowski explore how these tariffs are affecting businesses exporting to the United States, delve into the complexities of country of origin rules, and discuss potential long-term impacts. The episode also touches on the broader economic uncertainty and potential stagnation resulting from these tariffs, and looks ahead to possible future developments in U.S. trade policies.00:00 Introduction to the Trump Tariffs00:27 Sponsorship Message: Become a Coffee Consultant01:05 Welcome and Series Overview01:15 Impact of Tariffs on US Business01:38 Options for Businesses Exporting to the US03:38 Understanding Country of Origin Rules08:25 Challenges in the Coffee Industry19:25 Global Trade War and Its Implications20:58 Conclusion and Next Episode TeaserReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list
"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!
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 2nd episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar is joined by Mollie Sitkowski explore how the tariffs could affect small, medium, and large businesses, who ends up paying the tariffs, and the potential economic impact on the coffee supply chain. They also touch on lobbying efforts and the challenges coffee businesses may face with increased costs and potential business closures. The episode provides valuable insights and practical advice for business owners navigating these turbulent times.00:00 Impact of Tariffs on Small Businesses01:33 Introduction to the Series and Topic02:15 Who Pays the Tariffs?02:56 Customs and Tax Collection03:39 Example Scenario: Importing Coffee04:55 Economic Strain on Businesses05:45 Trump's Tariff Strategy13:52 Lobbying and Advocacy21:03 Conclusion and Next StepsReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 2nd episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar is joined by Mollie Sitkowski explore how the tariffs could affect small, medium, and large businesses, who ends up paying the tariffs, and the potential economic impact on the coffee supply chain. They also touch on lobbying efforts and the challenges coffee businesses may face with increased costs and potential business closures. The episode provides valuable insights and practical advice for business owners navigating these turbulent times.00:00 Impact of Tariffs on Small Businesses01:33 Introduction to the Series and Topic02:15 Who Pays the Tariffs?02:56 Customs and Tax Collection03:39 Example Scenario: Importing Coffee04:55 Economic Strain on Businesses05:45 Trump's Tariff Strategy13:52 Lobbying and Advocacy21:03 Conclusion and Next StepsReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 1st episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar welcomes Mollie Sitkowski, Trade Compliance Partner at Faegre Drinker, to discuss the complexities of tariffs under the Trump administration and their implications for the global coffee industry. They delve into the impact of Trump's tariffs on the global coffee industry. Mollie provides an in-depth explanation of the current tariffs, including how they affect coffee and related products, their origins, and the specifics of reciprocal tariffs under the USMCA agreement. This episode lays the groundwork for understanding how these tariffs impact small, medium, and large businesses, both domestic and international, as well as consumers. Join us as we explore the detailed implications of tariffs on the coffee supply chain and what businesses can do to mitigate these effects.00:00 Introduction and Podcast Support01:09 Welcome and Guest Introduction01:59 Understanding Trump's Tariffs02:30 Faegre Drinker and Trade Compliance04:32 Impact on the Coffee Industry06:34 Specific Tariff Details15:54 Legal Advice Disclaimer16:27 Tariffs on Coffee Imports18:24 Series Overview and ConclusionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailinglist
Join our Mailing List - https://www.mapitforward.coffee/mailinglist"Introduction to Regenerative Coffee Farming" is now available On-Demand for as little as $10 - https://mapitforward.coffee/workshops"Biochar for Coffee" is open for pre-registration - https://mapitforward.coffee/workshops"It's Time to Become a Coffee Consultant" is available now with additional new bonus material, including the coffee consultant career map. Get more details on how you can create an alternative revenue stream today at https://mapitforward.coffee/workshopsLooking for business advisors or consultants for your business? Get in touch with us here: support@mapitforward.org••••••••••••••••••••••••••••••••This is the 1st episode in a 5-part series with Mollie Sitkowski, Partner at Faegre Drinker. Mollie specializes in Trade Compliance and is based in Chicago.In this series, Mollie and host Lee Safar focus on the impact of Trump's tariffs on the global coffee supply chain.Please note that all the information in this series is purely the opinions of Mollie Sitkowski and Lee Safar and should not constitute legal and business advice.The 5 episodes in this series are:1. Understanding Trump's Tariffs - https://youtu.be/Il1OERDKpjw2. Impact of Tariffs on US Importers - https://youtu.be/jH_lgNewNlU3. Impact of Tariffs On Exports To The US - https://youtu.be/1lJRb1aRwAQ4. Impact of Tariffs On US Consumers - https://youtu.be/cAkKR_efGR05. How Can We Mitigate The Impact of Tariffs - https://youtu.be/-xH6jzKSu8wIn this episode of The Daily Coffee Pro by Map It Forward, host Lee Safar welcomes Mollie Sitkowski, Trade Compliance Partner at Faegre Drinker, to discuss the complexities of tariffs under the Trump administration and their implications for the global coffee industry. They delve into the impact of Trump's tariffs on the global coffee industry. Mollie provides an in-depth explanation of the current tariffs, including how they affect coffee and related products, their origins, and the specifics of reciprocal tariffs under the USMCA agreement. This episode lays the groundwork for understanding how these tariffs impact small, medium, and large businesses, both domestic and international, as well as consumers. Join us as we explore the detailed implications of tariffs on the coffee supply chain and what businesses can do to mitigate these effects.00:00 Introduction and Podcast Support01:09 Welcome and Guest Introduction01:59 Understanding Trump's Tariffs02:30 Faegre Drinker and Trade Compliance04:32 Impact on the Coffee Industry06:34 Specific Tariff Details15:54 Legal Advice Disclaimer16:27 Tariffs on Coffee Imports18:24 Series Overview and ConclusionReferences in this series:1. CSMS page for CBP2. The Federal Register3. https://www.whitehouse.gov/Contact Mollie Sitkowski:• https://www.linkedin.com/in/molliesitkowski/• https://www.faegredrinker.com/en/professionals/s/sitkowski-mollie-d#tab-Overview••••••••••••••••••••••••••••••••Connect with Map It Forward here: Website | Instagram | Mailing list
#updateai #customersuccess #saas #businessJosh Schachter, Co-Founder & CEO of UpdateAI, sits down with Carly Van Kirk, Head of CS at AngelList. Carly pulls back the curtain on AngelList's unique approach to supporting emerging and established GPs and shares her journey into this pivotal leadership role amidst rapid company growth and industry transformation. Join us as Carly shares how AngelList is reshaping customer segments, dealing with the challenges of scaling an increasingly complex platform, and balancing high-touch professional services with tech-driven solutions.Timestamps0:00 - Preview1:45 - Overview of AngelList2:35 - COVID-Era Growth & Rolling Fund at AngelList4:12 - Carly's Role, Team Structure & Customer Segmentation at AngelList9:30 - Hunting for a New Job13:20 - Carly's Priorities in Her First 180 Days at AngelList14:45 - Key Challenges and Initiatives Identified14:45 - Automation, Tooling, and Workflow Inefficiencies22:43 - Understanding and Improving Time to Value24:24 - AI's Current and Future Role in AngelList and CS27:36 - Customer Success as a Commercial Center___________________________
#updateai #customersuccess #saas #businessIn this heartfelt and deeply personal episode, hosts Jon Johnson, Kristi Faltorusso, and Josh Schachter step away from their usual customer success conversations to reflect on life's heavier moments. The trio opens up about recent challenges—celebrating new beginnings, mourning profound losses, and navigating the ups and downs that come with both work and life.The episode weaves together stories of hope, growth, grief, and gratitude—reminding listeners that behind every professional journey lies a personal one.Timestamps0:00 – Preview, BS, & Intros3:05 – Jon's New Job4:53 – Job Search & Layoffs7:20 – Advice for Job Seekers in CS10:05 – Josh's Story of Personal Loss16:00 – Life Lessons & Reflections28:30 – Kristi on Recent Loss at Work (the passing of the CEO's daughter at ClientSuccess)34:10 – Closing, Conclave & Final Thoughts___________________________
#updateai #customersuccess #saas #businessJon, Kristi, and Josh sit down with Mike Haylon, GM of AI at Asana, for a deep dive into AI's transformative role in business. The episode kicks off with a nostalgic trip down memory lane, revisiting Josh and Mike's childhood adventures, before pivoting to Asana's groundbreaking work with AI Studio.Mike unveils how Asana's no-code workflow builder is revolutionizing task management and reshaping customer interactions. The conversation explores AI integration challenges, redefined success metrics, and Asana's go-to-market strategy—all delivered with humor and sharp insights.Timestamps0:00 – Preview, Memories & Introduction6:20 – Mike's Role at Asana & AI Studio15:10 – Use Cases of AI Studio18:06 – AI's Role in Workflows & Human Elevation22:16 – Challenges & Future of AI Adoption28:05 – How AI Simplifies Execution34:30 – Predictions on the Evolution of AI Tools___________________________
Jack Moberger, Head of Sales at DocUnlock, returns for a timely conversation on the evolving tariff landscape and what importers, brokers, and logistics pros need to do to stay ahead. DocUnlock helps digitize customs workflows for brokers and freight forwarders, giving Jack a front-row seat to how businesses are adapting to shifting trade policy, non-compliant bonds, and ACH risks. If you're wondering who to trust for real updates or what proactive steps your business should take right now – this episode covers it.Key Takeaways:(01:11) Why tariff changes send shockwaves through freight forwarding and brokerage(03:22) The real sources importers should follow (not the headlines)(04:42) What the CSMS notification system is and how to use it(06:18) A quick breakdown of the latest tariff shifts(07:14) Country-specific tariffs (“Liberation Day”) (10:10) How to prepare your business for tariff increases(10:33) Why surety bonds are suddenly under pressure, and what to do(11:35) How ACH tariff payments can protect you from financial strain(12:14) Why invoice itemization matters more than ever(12:59) What drawback recovery is and how to benefit from it(14:15) Why classification compliance is under the microscope right now(15:43) Can you avoid tariffs by shipping between company divisions?Resources Mentioned: CSMS (Cargo Systems Messaging Service)https://www.cbp.gov/trade/automated/cargo-systems-messaging-serviceNCBFAA (National Customs Brokers & Forwarders Association of America) https://www.ncbfaa.org/Sandler, Travis & Rosenberg (Trade law firm) https://www.strtrade.com/Thanks for listening to “B2B Commerce UnCut: A Journey Through Change,” powered by OroCommerce. If you found this episode useful, leave a review and subscribe to catch the next drop of real-world B2B insights.#ecommerce #b2becommerce #digitalcommerce
#updateai #customersuccess #saas #businessJon Johnson and Josh Schachter sit down with Brett Queener, Managing Director at Bonfire Ventures, to explore the rapidly evolving landscape of software companies in the age of AI. Brett shares his thoughts on the future of SaaS, the importance of speed and innovation, and the critical role of product marketing.They dive into founders' challenges and anxieties in today's "change economy," where software evolves at warp speed, and discuss what it takes to build a defensible business amidst ever-growing competition.Join us as Brett provides insights on how startups can thrive by truly solving customer problems and staying ahead in the AI-driven tech landscape.Timestamps:0:00 – Preview, Intros & BS2:22 – Bonfire & Brett's Blog: Tales from The Bonfire6:55 – Predictions & Observations: AI's Influence on SaaS13:07 – Running a Software Company Amid Rapid Change16:33 – Applying Jobs-to-be-Done Framework17:50 – Innovation Pace vs. Continual Adaptation24:45 – Product Innovation, Value, and Market Differentiation28:45 – Investor Perspective and Guidance for Startups36:38 – Evaluating Startups___________________________
Send us a textIn this episode of the Customer Success Pro podcast, Anika Zubair discusses the common pitfalls in customer expansion strategies and emphasizes the importance of proactive engagement. She highlights that expansion should not be treated as a one-time event but rather as an ongoing process that requires continuous conversations and guidance. Anika provides actionable strategies for identifying growth triggers, building expansion pathways, and reframing discussions around customer outcomes to drive successful upsell conversations.Signup to the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassChapters:00:00 Introduction03:11 The Myth of Expansion Timing06:06 Proactive Strategies for Customer Growth08:54 Building an Expansion Pathway12:10 Reframing Expansion Around Outcomes15:01 The Importance of Continuous Conversations18:14 Listener Challenge and RecapConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP Academy Podcast Editor: https://podcastmagician.com/
#updateai #customersuccess #saas #businessIn this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.Timestamps0:00 - Preview & Intros2:17 - AI and Customer Success3:11 - Call summaries and follow-up generation4:05 - Voice of the Customer (Sentiment Analysis)5:11 - Predictive Analytics for Churn and Upsell6:03 - Customer Health Scoring6:40 - Task Automation and Workflow Orchestration7:42 - Chatbots and Self-Service AI8:37 - Personalized Content and Recommendations10:52 - Sophisticated proactive retention alerts12:02 - Embedded copilots for AI assistance 13:03 - Multichannel customer orchestration15:45 - Solution Categories in AI for Customer Success19:39 - Glossary of Terms Related to AI___________________________
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/
According to the State of Sales Enablement Report, an estimated 90% of organizations now have enablement functions, representing a 20% year-over-year increase. So with this growth in mind, how can organizations successfully implement an enablement platform that ensures long-term success? Shawnna Sumaoang: Hi, and welcome to the Win-Win podcast. I’m your host, Shawnna Sumaoang. Join us as we dive into changing trends in the workplace and how to navigate them successfully. Here to discuss this topic is Shara Simms, the Director of Global Revenue Enablement at Cloudinary. Thank you for joining us Shara. I’d love for you to tell us a little bit about yourself, your background, and your role. Shara Simms: Thanks for having me. My name’s Shara. I am from the San Francisco Bay area originally moved down to San Diego and never left, married. Two beautiful little girls. I’m the director of Global Revenue Enablement at Cloudinary. The scope of my role is not just the sales teams, but also our customer support teams as well as our partners. So the revenue enablement kind of umbrella hits all of those different teams. And I think something probably really important to call out around the role is when people hear the term enablement, a lot of times they hear or focus on just the training aspect of it. But I think it’s, it’s so much more than that. It’s strategic partnership, it’s sales process, efficiency. It’s the connector between everything going on in the product world and the go-to-market motion and how that information gets filtered down to sales or again, partners or customer support. So that’s a little bit about me and my role. Shawnna Sumaoang: Thank you Shara! We’re glad that you’re here with us. And I couldn’t agree more. I’ve seen the evolution of the enablement profession just absolutely change from kind of being focused on content or focused on training to really taking a strategic seat at the table to help lead the strategy for the organization and how we bring kind of all the go to market motions together. So I love to hear that you’re kind of overseeing that for Cloudinary today, and you have a ton of experience in both sales enablement and leadership roles. I would love for you to talk to us a little bit more about that journey into enablement and how has your approach to sales enablement evolved over the years? Shara Simms: So I actually started out in the finance world working really closely with financial advisors in a customer support manager role. Just supporting day-to-day operations internal systems processes. I was in my, my young twenties, still trying to figure out, you know, what direction I really wanted to take my career. And there was a part of me that had considered going into teaching. I had realized this, this passion that I had for just taking complex situations or overwhelming scenarios and breaking them down into digestible information. And so with that in mind, and while I was working in this support role, an opportunity came up at the same financial company to do some internal training, onboarding for financial advisors, industry best practices, that type of thing. And I think that that was really the first turning point in my career where I realized I can take my business degree and this learned, you know, financial and business literacy and combine it with adult learning. Yeah. So adult learning quickly became not just a job, but really a passion and spent a good amount of my career at this. Finance company going beyond operations and into more marketing and sales type training. From there, I eventually made a jump into tech. I was with ServiceNow for a couple of years, doing a variety of roles from strategy to learning design, and then leading a team of instructional designers and trainers. And then I eventually made the move to Cloudinary and I would say after what has been my career so far that the background of adult learning mixed with the operational and business fluency is really what has served me well. And I think even though I don’t have a background as a seller per se, that’s really the background. The adult learning background and operational and business is what I’ve been able to effectively apply into the world of tech sales and enablement. Shawnna Sumaoang: I love that. I love that operational background that you have. I think it will apply to a lot of what I’d like to talk to you about today. As I mentioned in the introduction,sales enablement is becoming more and more mainstream for a lot of organizations, and those same organizations are trying to figure out, you know, what are the right people, processes, and tools that I need to have in place. Place in order to really do enablement. Right. You know, to your point at that sort of strategic level, and I know that you guys at Cloudinary had been on a previous enablement platform, and moved over to Highspot. I’d love to understand what motivated you to reevaluate and change your enablement tech stack. Shara Simms: So yes, we did move to Highspot a few months ago. I would say there were two really big motivators there for us. The first one, one of the largest ones would be the G Suite interability. There are a lot of platforms out there that have G Suite integration, but Highspot was able to support more of an advanced use case that we had, and the specific example, the previous platform we were on, so they did integrate with Google Drive in the sense that you could make updates to your master Google documents and then those updates would flow through to the version that the sales reps accessed on the platform. I think most platforms can do that, but beyond that basic integration, we had to jump through some hoops to achieve kind of what we really wanted, which was ultimately to take our internal customer data, have that flow through the platform, and then automatically transpose onto our templated customer facing slides for things like account reviews, which saves our CSMs and our account managers just hours of time Highspot can support this, which was really important for us. Whereas the previous platform, we would’ve needed to get virtual machines like parallels, for example, which came at an incremental cost. But more than that, our security team just they weren’t thrilled with that, and it was just extra workaround. So that G Suite Interability was huge in being able to apply our internal data to the slides. And then the, the second big motivator was the administration piece of it. We are a very small team, but a mighty team. But we spent a lot of hours trying to maintain and effectively administrate our previous platform. So the ease of use on Highspot, specifically ease of use with Salesforce integration, that and G Suite was the two big motivators. Shawnna Sumaoang: m. Well I’m glad that you are now a Highspot customer and I think when you make an investment in the right tools for your teams, you wanna make sure that it’s getting adopted and, and they’re able to take full advantage of it. And I know there can be challenges sometimes when rolling out a new enablement platform in driving that adoption, along with maybe, you know, a few other challenges that come along with kind of that change management, what are some of the biggest challenges that you think enablement practitioners might face when they’re rolling out a new enablement platform, and how have you overcome some of those challenges as you prepare to launch? Shara Simms: Yeah. I think first and foremost, the challenge of having a really good and realistic strategy for the rollout and the adoption. I’ll circle back to that thought in just a moment, and the other would be, again, the hurdle of maintenance and administration. It really is time consuming and if you’re a small team without a dedicated resource, it can be challenging. So with that in mind, circling back to my original thought, which was that realistic strategy for rollout and adoption, what we did was recognize, okay, we don’t have a lot of resources here. What is going to be the most impactful thing to our teams and drive, I wouldn’t say drive adoption right out the gate, but drive that initial buy-in and the excitement from our sales teams. We all love our salespeople, but we also know that behavior change and new system adoption can definitely be a challenge. So what’s going to get them excited to where they want to use this platform? For us, we determined it was seeing that Salesforce integration before even getting into building out landing pages and navigation and fancy training curriculums. Just having that Salesforce or whatever, CRM, you may use integration with Highspot so that. The sales individuals can see the recommended content to use right there within their opportunity page. Rolling that out. Got them really excited and bought in and, and it got them asking me on a weekly basis, when are we getting this whole platform? So we took a phased approach, realistic expectations of what we could do within our given resources. Phase one, Salesforce and Highspot integration Phase two, which is where we are right now, Digital Sales Rooms customizing content and sales facing landing pages. We purposely did not want to rush this portion of it because having a really well thought out organization of content on the various landing pages or HighSpot calls ’em spots, we use the term landing page internally. I think that’s probably a really important piece. So that went into our phase two. Then lastly, phase three will be the second half of the year, all of our learning and training curriculums. Shawnna Sumaoang: I love that. I know building strong professional relationships is another key focus of yours. As you implement a new enablement platform, how do you plan to drive adoption and build excitement? As you mentioned, how critical that is just a moment ago for your programs amongst the sales teams that you support. Shara Simms: Yeah, retouching on, you know, the strategy of our phased approach, but beyond that, I think maintaining really close relationships with our sales leaders is very important. It’s something that I do, you know, ensuring that they’re bought in and that we have a measurement of success that the teams will be held to as well is critical. So for example, we’re currently tracking our sales collateral usage. Are the teams using it effectively at the right stages, what’s working, what’s not? And as part of this tracking, we have an agreement with our sales leaders going into phase two of our Highspot rollout. And the agreement is we will be tracking that the teams are using certain pieces of collateral that have been deemed. Essentially a required piece of content to share for all deals. And we’re tracking that. They share it via Highspot. So if they have their own version or own copy of the material that they send directly, we aren’t tracking that. If they didn’t send it through to Highspot, it didn’t happen. And again, the sales leaders are partnering with us to hold their teams accountable. So that kind of strategic relationship at the sales leadership level I think is really important and it’s what’s helped driving our success with adoption of the platform. Shawnna Sumaoang: I love that. As you mentioned in your introduction, shara, you have a lot of experience in training. What are some of your best practices for designing and implementing effective training, and how do you see a new enablement platform optimizing these efforts? Shara Simms: Yeah, so first and foremost, always having clearly defined and stated objectives. This is your North Star. It’s gonna help you define if the. Expectation is a behavior change if it’s truly just knowledge retention, if it’s more so a communication versus training. So without a doubt, I want to call that out as probably the most important thing, and not only stating the objective, but also having really clear alignment and agreement of those objectives with your stakeholders. Beyond that, which was maybe stating the obvious. I think a blended learning approach is always the best tactic to use as well, which is one thing I’m really excited about to build enablement on Highspot with this kind of mixed learning. We’re gonna have the ability to pull in my live webinar schedules combined with any on-demand training courses, then technical product documentation that I need the team to read as part of the overarching curriculum. And it’s all going to be on one platform and one curriculum. We also use a tool called Second Nature, which is like an AI simulation tool for sales. It’s pretty cool. And we can also integrate those AI role plays into the same high spot curriculums. So just the ease of pulling in all of those different types of learning elements into one place. It’s gonna be a really exciting second half of the year for us. I’m also really excited to build out curriculums that are role-based or skill-based. So tying in not only the learning component, but then any collateral or resources from the platform into one place based on the specific role or the specific skill gap that I am ultimately trying to solve for. I think lastly, of course, the measurement component is also key. Being able to get insights that I can actively move against and identify, you know, where do I need to spend more of my time? By rep, by individual rep scorecards. So really, really excited for all of those kind of components and pulling in the best practices of learning. Shawnna Sumaoang: On the topic of insights, as you move forward with the implementation, how do you plan to use data and insights to continue to refine your strategy and really ensure a successful launch? Shara Simms: So I mentioned before that we are tracking collateral usage. Obviously we want to know what reps are using, not using how that correlates back to one or lost deals, but also from a behavioral change perspective. We want to also use that data to help us see how well our reps are following the sales process and where we might need to double down on either reviewing the content because it’s not working or reviewing our actual process because there’s some hurdle in the way for them that we need to solve. There’s also the customer engagement cracking that we’re hoping will help move the needle. So for example, as our reps start using the digital sales rooms, if they share a proposal there and the customer views it, great, there’s an indicator for the rep to follow up, see what questions they may have if the customer doesn’t view a case study that was shared. Okay, follow up with an email, highlight the key points from that case study to ensure the customer sees it. The customer engagement tracking is going to be a really big one that we’re going to to build off of. And then the last thing I’ll say in regards to data is. Specifically sales leaders or the manager’s insights, it’s going to be really important that my team actively works with the sales managers so that they understand, you know, how to read their teams. Data and their team’s insights. Again, I keep talking about behavior change, but really putting a focus on helping the manager turn into an effective coach for their team versus just a manager, right? Manager versus coaching, and really being able to use that data to help their teams get better. So I think those are the three big points. Shawnna Sumaoang: I love that. And, and while we’re on the topic of data, and as you mentioned earlier, you’ve been working on making sure that you have the integration set up between Salesforce. And Highspot, what value do you see in this integration and what outcomes are you hoping to achieve? Shara Simms: Yeah, the Salesforce integration is wonderful. I absolutely love it. We are definitely trying to drive better use of our internal collateral. Not only just using the content, but using the right content at the right stage, and being able to easily track that. Right now it’s very manual for us. Another big piece of this is. Time efficiency. You know, no more searching around to find the piece of collateral that, that a salesperson might need. It’s gonna appear right there in the opportunity for them. And then lastly, selfishly, from an administrative perspective, gaining a lot of time back in maintaining the Salesforce integration already. The integration works seamlessly. I’ve not had. Any trouble versus our, our last platform, we really just never got it to work correctly. Anytime we would update a field name on Salesforce, we would need to manually update the field, you know, in the platform. And that’s just not the case with Highspot. It’s just all in automatic flow. It’s saved us a ton of time. Shawnna Sumaoang: I’m glad to hear that. And as we look ahead, as you look to post-launch, what are some of the key go-to-market initiatives that you’ll be focused on driving? And how will your enablement programs help support these? Shara Simms: Yeah. Our biggest initiative right now that I think is we’re gonna support is the sales process. Adherence the right collateral. Right messaging, right process, all at the right, you know, time and the right stage. This is a mix of the SFDC integration and the landing pages we’re creating in Highspot, which are going to follow more of a sales process versus product-led theme. And what I mean by that is basically being guided by the opportunity situation versus having a seller go in and say, Hey, I just need information on this product. Well, do you really? Or are you jumping straight to solutioning? Where are you right now? Are you in discovery? And you need to pull in this material and have this type of conversation? So it’s really the entire go to market. Sales process that we’re trying to refine and ensure that our sales team is again, following the actions that should be taken versus jumping straight to product or solution material. Shawnna Sumaoang: I love that. This has been fantastic. Shara, last question for you, for our audience, for folks that are looking to roll out a new enablement platform, what’s maybe one piece of advice that you would give them to set them up for success as they get started? Shara Simms: Before you start organizing your content, have a solidified agreement behind the scenes on the methodology for how you want that content to be served up to reps and what content you want to be served up for your reps. It can be really easy to fall into a bottomless pit of content. On a platform, all of the internal resources, all of the FAQs, everything that product or product marketing has ever created, and it contend to get out of hand for reps really quickly. I think it’s fine if you want all of that internal material available, but just have a really smart way that you’re organizing and serving up the content. And I’ll give you our example. So I’m sure there’s, you know, a hundred different ways to do this as a best practice and the way that I do it might not be the best way for you, but again, that’s why we did the SFDC integration first, so that just the key content. Was rolling into the opportunity while we gave ourselves extra time to really think about content organization on our backend and align with product marketing on how we were gonna organize it to be fed out to the teams. Shawnna Sumaoang: I love that. I do think that’s a fantastic tip for our audience. So Shara, thank you again so much for joining us today. I really appreciate it. To our audience, thank you for listening to this episode of the Win-Win podcast. Be sure to tune in next time for more insights on how you can maximize enablement success with Highspot.
Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts Kristi Faltorusso, Jon Johnson, and Josh Schachter. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.Timestamps0:00 - Preview, BS & Intros4:08 - Learn about ZeroFOX5:10 - Challenges in Proving ROI in Cybersecurity7:45 - Customer Engagement and Service Model10:57 - Lead Pass Process and CSQLs15:10 - Complexity and Simplicity in Incentives18:10 - Efforts to Mature Models and Remove Friction22:35 - Adaptation of Playbooks25:51 - Attitude, Aptitude, and Experience in Hiring30:56 - Integrating AI for Internal Teams & Tasks___________________________
Ever wish you could boost revenue without scrambling for new customers? You can! But only if you maximize the hidden growth opportunity in your existing customer base. In Episode 81 of B2B Marketing Snacks, co-hosts Brian Graf and Stijn Hendrikse welcome back B2B SaaS CMO Cecilia Pérez-Muskus to continue the discussion from Episode 80. Our very own B2B SaaS experts dig into how the best SaaS companies drive over 50% of their revenue from current customers (while the average is only ~28%). They have practical advice for you on using customer success, product usage data, and account-based marketing to capture a ton of untapped revenue.Here's what you'll learn:The biggest expansion mistakes to avoid: Why chasing new logos while ignoring current customers is a recipe for missed revenue (and even churn), and how great SaaS companies flip this script.“Land and Expand” done right: How starting with a small beachhead (a single team or use-case) can lead to multi-department wins and multi-location rollouts – without the long enterprise sales cycle.Aligning your team for growth: Tips on getting Sales, Marketing, and Customer Success on the same page to drive upsells. (Hint: your CSMs can become a second sales force when it comes to expansion, especially when they partner closely with sales reps.)Finding upsell gold in your data: How to spot upsell and cross-sell opportunities by analyzing product usage patterns and listening to customer feedback. You'll discover ways to use surveys, support tickets, and in-app metrics to identify who's ready for an upgrade (and who might need extra love).Account-based marketing for existing customers: Tactics for running one-to-one ABM campaigns targeting your current accounts – from personalized email outreach to tailored content that addresses each customer's next potential “job to be done.”Key metrics and growth levers for expansion: Which expansion metrics matter most (think Net Revenue Retention and percent of revenue from expansions) and how to move the needle. Plus, why regularly revisiting your pricing and packaging can significantly boost customer lifetime value.Scaling isn't just about landing new deals – it's about maximizing value from your existing base to drive efficiency and profitability. You'll come away with practical ideas to improve retention, increase each account's revenue contribution, and get your team aligned on expansion as a growth strategy.B2B SaaS Marketing Snacks is one of the most respected voices in the SaaS industry. It is hosted by two leading marketing and revenue growth experts for software:Stijn Hendrikse: Author of T2D3 CMO Masterclass & Book, Founder of KalungiBrian Graf: CEO of KalungiB2B SaaS companies move through predictable stages of marketing focus, cost and size (as described in the popular T2D3 book). With people cost being a majority of the cost involved, every hire needs to be well worth the investment!The best founders, CFOs and COOs in B2B SaaS rely on a balance of marketing leadership, strategy and execution to produce the customer and revenue growth they require. Staying flexible and nimble is a key marketing asset in a hard-charging B2B world.Resources shared in this episode:BSMS 80 - Account expansion (part 1)FREE B2B SaaS Go-to-Market Checklist for Market ExpansionBSMS 63 - Expand your market with Ansoff's MatrixBSMS 23 - Product led growth vs. sales led growthT2D3 CMO MasterclassSubmit and vote on our podcast topicsABOUT B2B SAAS MARKETING SNACKSSince 2020, The B2B SaaS Marketing Snacks Podcast has offered software company founders, investors and leadership a fresh source of insights into building a complete and efficient engine for growth.Meet our Marketing Snacks Podcast Hosts: Stijn Hendrikse: Author of T2D3 Masterclass & Book, Founder of KalungiAs a serial entrepreneur and marketing leader, Stijn has contributed to the success of 20+ startups as a C-level executive, including Chief Revenue Officer of Acumatica, CEO of MightyCall, a SaaS contact center solution, and leading the initial global Go-to-Market for Atera, a B2B SaaS Unicorn. Before focusing on startups, Stijn led global SMB Marketing and B2B Product Marketing for Microsoft's Office platform.Brian Graf: CEO of KalungiAs CEO of Kalungi, Brian provides high-level strategy, tactical execution, and business leadership expertise to drive long-term growth for B2B SaaS. Brian has successfully led clients in all aspects of marketing growth, from positioning and messaging to event support, product announcements, and channel-spend optimizations, generating qualified leads and brand awareness for clients while prioritizing ROI. Before Kalungi, Brian worked in television advertising, specializing in business intelligence and campaign optimization, and earned his MBA at the University of Washington's Foster School of Business with a focus in finance and marketing.Visit Kalungi.com to learn more about growing your B2B SaaS company.
Send us a textLet's demystify the magic behind streamlined customer success operations. In this episode of the Customer Success Playbook podcast, Kevin Metzger sits down with Gilad Shriki from Scope to unpack their strategic integration of FunnelStory. They dive into privacy-first data management, lightning-fast time-to-value, and how AI is reshaping how teams interact with data. Plus, find out why Gilad believes FunnelStory might just be the one platform to rule them all.Detailed Description with Business Insights: In this engaging episode of the Customer Success Playbook, Kevin Metzger interviews Gilad Shriki, Head of Customer Experience at Scope, who offers a real-world case study of successfully implementing FunnelStory. With Roman Trebon off this week, Kevin navigates a thoughtful conversation that brings valuable technical and strategic takeaways to customer success leaders.Gilad breaks down how Scope maintains data privacy by leveraging a custom anonymization layer before syncing anonymized data into BigQuery. From there, FunnelStory becomes the centerpiece of their CS tech stack, tightly integrated with HubSpot and Segment. The result? A seamless, compliant, and highly performant system that delivers actionable insights with minimal setup.The discussion peels back the curtain on modern data stack integrations, emphasizing the importance of time-to-value and the benefits of designing for automation-first customer success platforms. Gilad candidly explains how FunnelStory outperformed expectations by offering an intuitive plug-and-play experience and how its engineering team's responsiveness created a frictionless implementation.Most notably, Gilad envisions FunnelStory not just as a visibility tool but as a centralized hub for both automation and human interaction. His goal? A single pane of glass where CSMs manage sentiment, risk, and engagement—without needing to bolt on other platforms like Gainsight.If you're scaling a CS org or rethinking your tech stack, this episode is your playbook for staying lean without sacrificing power. Tune in and learn how a privacy-first, AI-powered, integrated system can revolutionize how you scale customer success.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.
#updateai #customersuccess #saas #businessKelly McGuire, Vice President of Customer Success at Everstage, joins hosts Jon Johnson and Josh Schachter (Co-Founder & CEO of UpdateAI). They dive into how Everstage is disrupting the market, driving outcomes for its clients, and empowering a range of roles—from sales operations to account managers. Kelly shares her "comfort zone philosophy," emphasizing the importance of stepping beyond our comfort zones to foster growth and achieve success.She also talks about Everstage's vibrant, no-ego culture, the crucial role leadership plays in scaling customer success, and her vision for expanding Everstage's impact in the years ahead.Timestamps0:00 – Preview0:48 – Meet Kelly McGuire, VP of Customer Success at Everstage4:00 – The role of customer success in sales6:10 – Kelly's "comfort zone philosophy"12:10 – Transition from Sisense to Everstage15:42 – No-ego culture and collaborative work environment20:20 – Leadership alignment and transparency initiative25:55 – Kelly's vision for scalable growth at Everstage___________________________
#updateai #customersuccess #saas #businessRimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.Timestamps00:00 - Preview & Intros01:35- Overview of Eightfold.ai04:30 - AI in Talent Management08:00 - Rimple's Journey, Career Path & Industry Experience17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar___________________________
#updateai #customersuccess #saas #businessLawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relationships and innovative approaches.Timestamps0:00 - Preview, Music Nerds Unite, LinkedIn & Intro8:30 - GLMx, its services12:28 - Lawrence's new role at GLMx, team dynamics and culture15:08 - Lawrence's experience hunting a job19:00 - The first 100 days23:10 - Building trust and buy-in31:45 - Pleasant surprises and operational challenges38:23 - Transitioning from learning to executing___________________________
The Joint Readiness Training Center is pleased to present the ninety-second episode to air on ‘The Crucible - The JRTC Experience.' Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today's guests are two senior command sergeants major, CSM Oracio Pena and CSM Michael Hall. CSM Pena is the Post Command Sergeant Major for the Joint Readiness Training Center. And CSM Hall is the former Command Sergeant Major of Operations Group (CSMOG) at the JRTC. In this episode, delve into the critical role of Command Sergeants Major (CSMs) in large-scale combat operations (LSCO), emphasizing how their responsibilities have shifted significantly from previous counterinsurgency conflicts. Unlike the Global War on Terror (GWOT) era, where CSMs frequently engaged directly in tactical-level fights, LSCO demands that they operate at the brigade and division levels to ensure synchronization of sustainment, logistics, and mission execution. The discussion highlights how CSMs serve as key advisors to their commanders, focusing on maintaining operational tempo, enforcing discipline, and ensuring sustainment operations keep pace with maneuver elements. This episode stresses that effective CSMs must actively engage with their staff, understand logistical constraints, and provide mentorship to ensure that friction points—especially in sustainment and medical evacuation—are addressed before they become mission failures. A significant theme throughout the conversation is the importance of proactive leadership and presence. CSMs are not simply battlefield observers but are expected to shape unit culture, mentor leaders at echelon, and enforce standards that directly impact combat effectiveness. The episode underscores the need for CSMs to actively participate in staff planning, particularly during the military decision-making process (MDMP), rehearsals, and sustainment operations. Another key takeaway is the role of CSMs in refining unit training at home station to prepare soldiers for the scale and complexity of LSCO. The discussion concludes by emphasizing that CSMs must move beyond their traditional comfort zones, focusing less on small-unit leadership and more on the broader operational picture, ensuring their units remain combat-ready and function effectively within a larger joint and coalition force. Part of S01 “The Leader's Laboratory” series. For additional information and insights from this episode, please check-out our Instagram page @the_jrtc_crucible_podcast Be sure to follow us on social media to keep up with the latest warfighting TTPs learned through the crucible that is the Joint Readiness Training Center. Follow us by going to: https://linktr.ee/jrtc and then selecting your preferred podcast format. Again, we'd like to thank our guests for participating. Don't forget to like, subscribe, and review us wherever you listen or watch your podcasts — and be sure to stay tuned for more in the near future. “The Crucible – The JRTC Experience” is a product of the Joint Readiness Training Center.
#updateai #customersuccess #saas #businessAndrei Negrau, CEO of Siena AI, and Chad Horenfeldt, VP of CS at Siena AI, join Jenny Calvert and Josh Schachter to discuss the intricacies of maintaining brand voice integrity in AI-driven interactions, the company's strategic focus on net dollar retention, and the unique challenges and opportunities of AI's transformative role in e-commerce. Plus, learn how companies can leverage tools like UpdateAI to capture real-time customer insights and drive strategic growth.Timestamps0:00 - Preview & Introductions7:01 - The Concept of Empathic AI11:20 - Working at Startups vs. Larger Companies14:30 - Aligning Company and Team Goals for Customer Success17:18 - Siena's Customer Experience Strategy for 202524:14 - Using UpdateAI's Frameworks to Score Customer Experience28:03 - Facilitating Better Cross-Functional Alignment___________________________
Are you unintentionally blocking your own path to opportunities like promotions, transitioning to different teams, managing larger accounts, engaging in cross-functional projects, or securing a raise? If you're not progressing in your customer success career as you'd hoped, the answer might be yes.In this episode, I'll explain how you could be unintentionally stalling your customer success career growth. I'll debunk the four biggest myths that keep CSMs stuck, guide you through a quick self-assessment to identify these mistakes and show you exactly how to correct them.Whether you are currently eyeing your next promotion or you just want to make sure you're not accidentally sabotaging your own growth, this episode is packed with valuable insights. You'll learn exactly what separates those who get promoted from those who spend years waiting for a promotion.
#updateai #customersuccess #saas #businessJoin Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer.Discover how these twin powers under the Thoma Bravo banner are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights.Timestamps0:00 - Preview, BS & Intros2:49 - Thoma Bravo and merger discussion6:04 - Team dynamics post-merger8:00 - Introduction to Opexus and Casepoint11:53 - The curiosity post-merger and job security14:43 - Engagement models and customer-centricity22:17 - Bonnye's strategy & approach to CS___________________________
According to the State of Sales Enablement Report 2024, 20% of organizations see sales process as a key strategic priority. So how can you streamline your sales process and equip reps to win more and win faster? Shawnna Sumaoang: Hi, and welcome to the Win Win podcast. I am your host, Shawnna Sumaoang. Join us as we dive into changing trends in the workplace and how to navigate them successfully. Here to discuss this topic is Scott McNabb, the chief sales officer at Verisk Marketing Solutions. Thank you for joining us, Scott. I'd love for you to tell us about yourself, your background, and your role. Scott McNabb: Yeah, I'm thrilled to death to be here. Thank you so much. As mentioned, I'm the Chief Sales Officer for Verisk Marketing Solutions. I have been in and around the world, solving problems for major brands, major carriers, major tech companies, et cetera, for the better part of the last 20 years, so since I was nine years old, that's a joke, and have been leading sales teams, both in the data world and also in the SaaS software world over the course of my career. SS: Amazing. Well, Scott, we are honored to have you here. Given your extensive experience as a sales leader, you have seen the landscape evolve. I'm sure throughout that journey, but especially in recent years. What are some of the top challenges that you would say sales teams face today? SM: You know, I would say as relates to my use of different tools in the sales cycle, what I continue to evolve and learn from is the notion that sellers may not understand analytically where a Buyer stands in their buyer's journey. And it's evidenced by the fact that, again, going back to the conversational topic, they don't know the right material to provide to the right buyer at the right time that might resonate with them at the proper deal stage, more importantly, at the proper. Sort of category of ICP, right? The ideal customer profile. So sending the wrong material to the wrong buyer at the wrong time in the stage, and before you know it, you get lost in the deal cycle. And it is the number one challenge that sellers face, both in my current role and in previous companies that I've worked with is understanding where they are from a situational awareness perspective in the deal sort of cycle. I've got a military aviation background, and one of the things that we teach in fighter pilot school is helping the aviator understand where they are in the fight at any given moment, right? Where's the nearest, you know, fuel stop? Where's the enemy line versus the friendly line? You know, where do you stand three-dimensionally in relation to the buyer? In this particular example, but in relation to the enemy, you know, am I positioned properly to either fight and win or escape and save myself for another day? So to use the vernacular, that situational awareness is something that we teach in, you know, in our aviation community. And it's a construct situational awareness is a construct that we try. To guide, teach, coach, and sort of replicate for the sellers so that when they're in the deal cycle, that they understand where they are in relation to the challenge that the buyer faces. Does that make sense? SS: Absolutely. And I have to say, Scott, also very cool that you are in the aviation space. That is amazing. SM: It's 15 years of my life, lots and lots of time doing it, and it's amazing the corollaries between that situational awareness, the thing that you have to teach, and oftentimes young up-and-coming aviators, they get that they're flying the plane, and they get that it's moving in a forward direction, and they get what they have to do to get from here to there, do the thing you have to do, and return safely. But, you know, sort of advanced instruction is understanding three dimensionally where you fit in the fight. SS: I can see how that is a great analogy to sales. Now, from your perspective, how can enablement help sales teams overcome some of these challenges to achieve more success? SM: Well, let's be clear. So there's training and there's enablement. I think we get these two things confused. Training is what you do when you're trying to show somebody how to lift in the gym, right? Enablement is when they're thinking from a, again, three-dimensional perspective when we're guiding them to have critical thinking skills and understand if I'm here, then my next move is there, and we call it in our world, next best action. We built our entire sales enablement model around MBAs and the most often reasons why sales reps won't put deals and commit is because of the fear that if I asked you to commit, or if you're willing to stick your neck out and commit to a deal, Then somebody is going to ask you to have a plan for how you're going to execute on the mission. Right? And so it is the number one challenge. They say that I learned this from an amazing sales leader. Light is the world's best disinfectant, right? So enablement is about bringing deals into the light and via example, leading from the front, guiding, coaching. Enablement is not something that lives exclusively in an enablement department. It is something that is truly something that is to be led by the leaders. They have to exhibit and exemplify these skill sets so that the seller will feel as though we're all in the same set of airplanes after the same mission. And so enablement. Is that guidance tool, but again, it's not the enablement department exclusively. It is the seller, the sales leaders function. This is what, uh, I've got a sales leadership summit next week in Chicago with all my leaders and a big part of what I'm coaching on is how do you coach and enable your sellers? You can't just depend upon the enablement department to solve for the challenge. SS: I love that. You've essentially made enablement a cultural priority across your organization. And I know that you're passionate about developing high performance cultures. What are some of your best practices for building that culture within a sales team? SM: They say that culture eats strategy for breakfast. It's an old school book that's been around for 30 years and it's still never more true. And so culturally we have to guide the sellers from a culture perspective. Around the notion of franchise ownership, right? They have to own, understand the mission, be clear on the goals, be clear on the steps, and then accountability comes with culture. So again, a big part of what we're teaching next week is really just sort of an agreement between the sales leader and the sales rep on what is accountability and what does that mean, and then finally, Culture, whereby our one on ones are designed around four key concepts. Revenue first, right? Where you stand in the revenue picture, people, right? What people are you struggling with process? What processes are kicking your butt? And then finally innovation, right? Where we make it the responsibility of everybody culturally in the sales team to constantly be looking for ways to improve and innovate our process, right? So it's just not do it because I say that you do it. They have to be bought into that concept. And more importantly, they have to be challengers who look at the process and go, all right, well, look, that's kicking my butt. That's stupid. Why are we doing it that way? I got an idea. Why don't we do it this way, because we can shave three days off of the opposing cycle, or we can accelerate our deals because finally, culturally, it's all about velocity of deals. Culture has to be sort of digging in on the notion of increasing the velocity at which we move deals through the cycle. Because, you know, they say an army travels on its stomach, a sales team travels on velocity. SS: I could not agree more. So we talked in the intro and you mentioned it just now about the importance of a solid sales process. How can the sales process influence a high-performance culture? And what have you done to streamline the sales process to help kind of boost sales performance? SM: I love the question. Look, I think first and foremost, there's a massive change around this notion of servant leadership. So it's important that we start backwards from the challenge, which is a high-performing sales organization. It's funny. 10 years ago, servant leadership was not in vogue and as our sales teams have grown up, and we have Gen Z and we have Gen X and, and et cetera, all of a sudden they come from worlds where maybe they were not guided and coached the proper way. So weirdly enough, serving our teams, serving to the people that we were responsible for is back in vogue all of a sudden. So I think that step one is let's make sure that we start with the servant leadership methodology. Two, I think it's remarkably important that we pivot our sales model from a sales-led model to a customer-driven model, right? Our sales processes historically have been, where do you think you are in the deal? I'm at stage three, which means that I'm going to push them to do a thing. And then stage four, I'm going to hand them, these are the things that we do to manage our process. Whereas switching to a buyer-centric methodology, which is if I call the customer and ask them questions about where they are in their buying cycle, stage four, stage three, stage five, would the customer say that's where I am in my process for acquiring the thing that you sell, right? So switching to a customer centric model away from a sales centric model, this still exists and pervades. All over the industry, when it comes to sales organizations, we're tracking where you think you are in the deal. I want to know, where do you think the customer thinks they are in the buying cycle? If that resonates with you. SS: Oh, it absolutely does. And from your perspective, what would you then say is the strategic advantage that an enablement platform provides for improving the sales process? SM: All right, I'm going to go back to situational awareness. Sorry. At the end of the day, it helps the seller know more about where the customer is in their buyer's journey. Whereas in the old days, we would just, you know, enablement wise, we'd send out stuff and, you know, I wouldn't even know necessarily what they're looking at or what they're engaging with or what of my content resonates with them. But with an enablement platform, and I've used your platform in. Now, this is my third company and purchased it in two previous companies. You know, I find that it's a game changer because you're competing in a world whereby many don't have this thing and therefore the seller is blind. Again, going back to the military flying example, there's a notion called no joy, which means when I'm looking for the enemy and I can't find them. On the radio, you click off no joy, which means I don't have sight of where this guy is. This human that is my adversary. These kinds of tools provide the seller with that no joy moment where they go. All right. I do know exactly where they are. They're 300 feet below me. They're there at this speed and this course. And the enablement tool is a, for lack of a better term, it's a game changer for knowing where The customer is and where I as a seller can make better decisions about where they are in their buyer's journey down to the point of this materials not resonating. I sent the wrong stuff at the right time. In my current company, we use our enablement tool for both sales and CSMs and our solutions consultants and our marketing team, obviously to replace SharePoint so that we not only I can see as a leader. What's working? What's not? Where are they using? What pieces of content and what stage of the buyers journey? Wrong time, wrong content, wrong message, et cetera. So now I've got analytical knowledge on why is the deal stalling in stage, right? So I can run analytics out of salesforce that goes, all right, you're in stage four. We've shipped over a raft of content, but why is the deal, why is it not resonating with the buyer at this stage in the journey? Let's go backwards a step and figure out what did we miss and let the data then tell us and analytically help us understand where are we stalling in deals. And what's causing a velocity change? You get what I'm saying? SS: I do. I love that data-driven approach. How do you leverage data? If you have a few examples to refine and optimize the sales process? SM: Well, look, I think it comes down to and sorry, I'm going to go off track just two seconds, but know that I feel like that present company excepted. I have led sales leadership teams before where they were managing using analytics as a crutch. Instead of trying to understand what's going on, we're managing to the metrics. Activity wise, instead of managing to the metrics again around velocity around understanding what pieces of content resonates best, we're using analytics the wrong way. In my opinion, accountability. Yes, but activity for activity sake. No, right? Can't work that way anymore. So the less mature sales leaders are the ones that are basically sitting behind the steering wheel, looking at analytics to give them a false sense of security. Right. We got to take the analytical information and help us understand and make better decisions about what's working in the deal cycle. Why are things not progressing? Where are things stalling? Let's get a better picture about the deal cycle and not just lean on old school metrics. You know, email open rates and click through rates - they don't tell me anything. It's a vanity metric, right? Understanding how many sales meetings that they had this week, while that is a core metric for activity, it doesn't really tell me the quality of the meetings that you're having, right? That's what I care about. Yes, I certainly want you making the dials and I want you making the connections, but what I care most about is that Those amazing interactions with the buyers are turning into a valuable velocity change in the deal cycle. SS: I love that. And I know that all of that data is helping to inform a lot of the innovation that's coming out of AI. And I know that AI sales tactics are an area of interest to you. I'd love to hear directly from you. How do you plan to leverage innovation like AI to improve the sales process and the performance of your teams? SM: Again, great question. Timely topic. Obviously, at the beginning of that journey is where I would say that we are, but just getting sellers to use AI to even sort of have it guide them on what conversation would resonate with the buyer at this stage. With this problem, it's really not about AI. If you think about it, it's about building a library of AI prompts, because I find that the reason why sellers don't use AI is not because they can't figure out how to ask a question they're asking the wrong. Questions of the AI engine, and then they're surprised when they get a really, you know, stupid or flat line answer from the AI tool. It's not the AI tool's fault. It's we're asking the wrong question. So what I've asked my enablement team to do is build and load into my enablement platform a library of AI prompts that will provide the proper response. SS: I love that. I think that's phenomenal. Scott, last question for you. If you could give other sales leaders who are looking to improve their sales process one piece of advice for the year ahead, what would it be? SM: You know, I think it's impossible for me to give one piece of advice, but I think the predominant one is be a servant leader first, right? Have the team that you support. Accountability comes with servitude, right? So if we're serving the teams that we're supporting, then they will feel supported and guided and coached. If you've ever worked for a company that does not espouse the notion of servant leadership and is the opposite of that, which is often known as top-down leadership, then you don't feel very supported and you're not pulled Up, right? Servant leadership, I think, is back in vogue because people weren't feeling guided and coached and pulled, right? It's, I'm going to stand on you for what you're not doing, but not guide you on what you could be, what's possible to be done. And so that's, if anybody asked me, that's my number one thought is start backwards from servant leadership and Okay. Get really amazing at guiding, coaching, teaching, leading from the front. You know, it's the old-school model. I never am going to ask anybody to do something that I wouldn't do myself. That's an old school military term, but at the end of the day, it still works. Still works like a dream. SS: Absolutely. Scott, thank you so much for sharing your advice with our listeners today. I greatly appreciate the time. SM: It's my pleasure. Good luck, everybody. SS: To our audience, thank you for listening to this episode of the Win Win Podcast. Be sure to tune in next time for more insights on how you can maximize enablement success with Highspot.
#updateai #customersuccess #saas #businessLauren Kennedy (Head of CS, Glean) joins Josh Schachter (CEO & Co-Founder, UpdateAI) and Jon Johnson (Principal CSM, UserTesting) to share her insights on how Agentic AI is transforming customer success management by automating low-value tasks and enhancing productivity. She also discusses how they're leveraging their own technology to optimize internal operations and improve client engagements.**Timestamps:**0:00 - Preview, BS & Intros4:20 - Glean's X-factor8:20 - What is Agentic AI?12:00 - Goals for 202514:30 - Company Culture and Hiring Needs18:04 - Collaboration between Sales & CS20:55 - Glean for post-sales24:00 - Lauren's career path and insights___________________________
#updateai #customersuccess #saas #business Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction. Timestamps 0:00 – Preview & Intros 4:10 – Priorities for 2025 7:07 – Rules of the Road 8:40 – The #1 Rule of the Road 11:23 – Collaboration with Internal Teams 13:00 – Showing Up with a Point of View & Being Engaged 15:37 – Identifying and Hiring Potential Candidates 17:20 – "The Best in the Universe" 21:37 – Amy's Experience at the CS100 Conference 23:40 – Personal Branding and Growth ___________________________
Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base. Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers. Christine also highlights her team's excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships and driving business growth. Timestamps 0:00 - Preview & Intros 3:00 - Christine's Career Evolution 4:15 - Formation of the Strategy and Enablement Group 11:00 - Team Structure & Implementation 12: 19 - Hiring Plans & Profiles 13:40 - Expectations from CSMs 17:40 - Diverse challenges due to multiple products and systems 20:51 - Team Sentiment and Engagement ___________________________
#updateai #customersuccess #saas #business Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development. She also shares the challenges and successes she faced while prioritizing customer needs. This episode is a must-listen for anyone looking to understand how leading SaaS companies can effectively harness customer feedback to drive innovation and achieve sustained growth. Timestamps 0:00 - Preview & Intros 4:11 - Leah's role and background 10:40 - Evolution of Voice of the Customer at Monday.com 16:30 - Aligning sales, CS, and product teams 19:20 - Handling Customer Feedback 26:40 - Closing the loop on customer requests 27:45 - Differences in expectations between product and client-facing teams 28:40 - Balancing client requests with product innovation 33:45 - Steps to improve VOC systems ___________________________
#updateai #customersuccess #saas #business Hosts Kristi Faltorusso (CCO, ClientSuccess), Jon Johnson(Principal CSM, Key Accounts at UserTesting) & Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year. Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they're observing, and reflect on the evolution of customer success and account management and the ongoing merger of these roles. Timestamps 0:00 - Preview, BS & Intros 5:44 - Are CS leaders transitioning to account management roles? 9:00 - Redesigning compensation models to align CS with revenue activities 14:50 - Problems with current data management practices 25:18 - Predictions for 2025 28:52 - LinkedIn algorithm, AI content, and Social Media Behavior 36:08 - Need for a defined strategy and long-term planning 39:30 - Pressure on CS to demonstrate quick impact and results ___________________________
#updateai #customersuccess #saas #business Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions. Timestamps 0:00 - Preview 1:00 - Meet Colin Murphy and overview of BMC Software 6:30 - Customer Success at BMC Software 11:35 - Core objectives of CS 13:13 - BMC's Growth Priorities 15:01 - Engagement framework, tracking & adoption reviews 21:30 - Vision and Objectives for 2025 24:40 - Use of AI in CS and Tech Support ___________________________
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