Podcasts about qbr

QBRs are broken- here's how to fix them.   In this episode, we challenge the traditional Quarterly Business Review and introduce a smarter alternative: the Quarterly Value Review.   If your customer reviews are little more than status updates and activity reports, you're missing a huge opportunity to demonstrate value and grow the relationship.   You'll learn:   • Why QBRs often fail to deliver strategic value - and how to fix that • The 5-part framework for running high-impact QVRs that drive renewals and upsells • How to shift the focus from tasks completed to business outcomes delivered • What kind of insights customers really care about (hint: it's not your activity log) • The future-focused questions that position you as a partner, not just a provider   You'll also hear how simple visual storytelling and clear next steps can transform a routine meeting into a powerful growth lever.   This episode is about turning customer reviews into strategic conversations that matter. Less reporting. More insight. Real value.   Expect practical advice and one clear action step you can apply in your next account review.   When you review with purpose, you partner for growth. Tune in - and start the QVR shift today.    Connect with Fred: Author of Selling Through Partnering Skills, Hybrid Selling, and Ethical Selling https://linktr.ee/fredcopestake   Take the  Collaborative Selling Scorecard https://collaborativeselling.scoreapp.com/   Watch this episode on YouTube https://bit.ly/40Ac7Je

Why do 80% of buyers feel suppliers drop the ball in business reviews? If your QBRs feel like stale, data-dumping exercises that clients dodge or dismiss, you're not alone—and the fallout is costing you trust and revenue. Join James Ward (QBR innovator and Clientshare founder) as we dissect why decades-old review formats fail modern partnerships, how "insight starvation" leaves clients hungry for action, and the shocking stat that'll make you rethink how you approach reviews.Discover why operational reports ≠ value—and why your clients are silently screaming for change.Guest SpotlightFounder of Clientshare, James Ward helps global giants transform clunky QBRs into growth engines. His software and strategies turn review chaos into client retention gold, backed by eye-opening research on buyer-supplier gaps.Highlights(Key insights with timestamps)(0:00) The QBR Frustration: Clients ghost reviews because they feel like tick-box exercises.(0:55) Client Share's Mission: Software that rescues reviews from chaos—measuring NPS, CSAT, and value delivery.(1:12) Pain by the Numbers: 88% of buyers say suppliers fail to show value/innovation; 77% call materials "poor quality."(2:03) The Trust Tax: Poor reviews leave money on the table for both sides by eroding partnership potential.(3:25) 20-Year Time Warp: How QBRs evolved from "give me data" (2000s) → "tell me a story" (2010s) → "tell me what to DO" (2025).(7:53) Stuck in Stage 1: Most teams struggle with basics (clean data) while clients demand actionable recommendations.(9:23) Account Manager Burnout: Average prep time? 9 days per QBR for a 1-hour meeting.(14:38) Data vs. Impact: Clients have self-service portals—stop regurgitating numbers; focus on 3 game-changing insights.ResourcesQBR Research Report: ⁠Client Share's buyer-supplier gap analysis⁠ The QBR Delusion.Part 2 Alert: ⁠Catch solutions here⁠—James' 3-step fix, overrated "best practices," and the question that unlocks client dialogue.Your Next Steps(Before your next review)Audit Your Deck: Cut 10+ slides (did the client notice last time?).Flip the Script: Start with "Here's how we moved your goals forward"—not operational metrics.Time Tracker: Log hours spent prepping; if >1 day, rethink your process.Fix Your Reviews!Join the KAM Club: Unlock QBR templates, workshops, and coaching,Connect with James: Follow James Ward on LinkedIn for more QBR solutions and best practicesDon't miss Part 2: ⁠How to turn reviews into revenue engines⁠—out now!

Are your customers ghosting your QBR invites? Let's be real… every CSM has faced the dreaded silence or worse, the wrong people showing up. But here's the ugly truth leadership never told you. It's not your QBR's timing, your agenda, or your follow-ups. It's that your meetings are about you, not your customer.In this episode, I break down the single biggest mistake 99% of CSMs make with their QBRs and hand you my simple 3-step framework to flip the script—from ignored invites to strategic sessions your customers actually want to attend. We'll dig into exactly what to research, how to reframe your outreach, and the one pro move that gets even busy execs leaning in. Craving the kind of executive buy-in that accelerates renewals, expansions, and your own career? Hit play, because everything you've learned about QBRs is about to change, starting now!

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomesThe difference between being "strategic" and having a clear team charter that executives actually understandHow to translate CS work into executive language that gets you a seat at the leadership tableThe forecasting approach that proves CS is a revenue function, not just a "happiness department.Why CS teams need different personas and the 5 key types every CS leader should recognizeThe research methodology mindset that helps you test assumptions and avoid infinite loopsHow to stop being the company junk drawer by establishing clear boundaries and focusWhy asking customers directly often beats complex health score algorithmsStop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.

In this short segment of the Revenue Builders Podcast, we revisit the discussion with George Mogannam, CRO of Celigo, to explore the foundational gaps that hinder scalable growth—particularly in recruiting, onboarding, and team cohesion. George unpacks what most companies miss when trying to scale, including the absence of ideal hiring profiles, lack of onboarding discipline, and broken internal processes. He also emphasizes the power of in-person connection, the hidden cost of remote culture, and the importance of aligning internal teams during growth surges.KEY TAKEAWAYS[00:00:25] Common Gaps in Scaling Sales Teams: Many organizations lack ideal hiring profiles, onboarding processes, KPIs, and operational rhythms.[00:01:40] Remote Work's Cultural Void: Remote work has eroded the informal peer-to-peer learning and camaraderie critical to high-performing sales teams.[00:02:37] Why In-Person Teams Outperform: George shares research that shows 4x higher churn in remote teams versus co-located ones—highlighting the need for centralized sales orgs.[00:03:37] The True ROI of Sales Kickoffs: More than training, it's the peer interaction, story-sharing, and cross-learning that drive culture and performance.[00:04:30] The Overlooked Bottleneck in Scaling: Many CROs underestimate internal readiness for hiring sprees, especially around slow offer letter processes and internal misalignment.[00:06:59] Fixing Internal Bottlenecks: George details how his team automated contract counter-signatures to reduce booking delays and avoid customer disruptions.QUOTES[00:01:14] “There's a sales process, but no one's really utilizing it… there's no discipline around it.”[00:02:01] “You will get four times higher churn when everybody's remote versus when people are together.”[00:03:37] “The priceless part comes from them all engaging together... more powerful than all the formal training.”[00:04:59] “Companies don't realize they're a walking audition for what it's going to be like to work for them.”[00:06:41] “That's how you burn cash in an organization—when internal readiness doesn't match external hiring urgency.”[00:07:27] “If the order isn't executed at the proper time, we can accidentally shut the customer off.”Listen to the full conversation through the link below.https://revenue-builders.simplecast.com/episodes/scaling-high-growth-sales-organizations-with-george-mogannamEnjoying the podcast? Sign up to receive new episodes straight to your inbox:https://hubs.li/Q02R10xN0Check out John McMahon's book here:Amazon Link: https://a.co/d/1K7DDC4Check out Force Management's Ascender platform here: https://my.ascender.co/Ascender/

In this episode of MSP Business School, Brian Doyle dishes out a raw and insightful exploration of business reviews within the MSP industry. Addressing a trending topic on LinkedIn, Brian questions why strategic business reviews are suddenly being regarded as novel. By revisiting the foundational purpose of Business Reviews, he seeks to realign them with their intended strategic nature. Through this episode, Brian emphasizes how MSPs can harness effective roles such as VCIOs, account managers, and customer success reps to better execute these reviews. Brian discusses the importance of establishing strategic business reviews that prioritize client outcomes over mere sales efforts. He highlights how a truly strategic QBR can transform client relationships, enhance retention, and open avenues for new revenue opportunities. Throughout the episode, Brian reiterates the critical role of VCIOs in marrying technical insights with business strategies to deliver meaningful value to customers. By focusing on understanding a client's goals, challenges, and overall business objectives, MSPs can create and present tailored roadmaps that align with strategic initiatives. Key Takeaways: Strategic business reviews should focus on client outcomes and long-term goals rather than solely attempting to drive immediate sales. The roles of account managers, customer success reps, and particularly VCIOs are crucial in conducting effective strategic business reviews. A successful QBR involves understanding the client's business challenges, goals, and aligning proposed solutions with these strategic objectives. Consistently delivering fresh insights and updating meeting cadences can revitalize client engagement and involvement in their business reviews. Demonstrating risk, ROI, and the tangible benefits of proposed projects can significantly reduce sales friction and enhance client decision-making processes. Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com  

Na een analyse van al onze afleveringen, bleek dat we nog weinig aandacht en afleveringen hebben over verkoop aan bestaande klanten. Daarom een aflevering specifiek over dit onderwerp met daarin:onze eigen ervaringen,data over verkoop aan bestaande klanten, de oorzaak, en uiteraard wat tips. Denk aan de ABC-methode maar ook een QBR en white spot analyse. Verder natuurlijk het vaste AI-moment van Pepijn over een bank die de helft van de tekstschrijvers eruit gooit. En tot slot, hoe kan het ook anders, wat luistervragen.Heb je ook een luistervraag omdat je het hartgrondig (on)eens bent, of gewoon iets wilt weten, stuur ons een bericht via Linkedin, Spotify of stuur een e-mail naar contact@verkoopisalles.nl en wie weet komt jouw vraag in de uitzending.

In this insightful episode, Brian Doyle leads a detailed examination of VCIO and fractional VCIO services, much to the benefit of Managed Service Providers (MSPs) looking to expand their leadership roles. By delving into strategies that elevate MSPs beyond standard practices, Brian showcases how these roles fulfill a crucial need for innovation and cybersecurity adherence in businesses lacking internal CIOs. Throughout the discussion, he shares how fractional VCIO services present new opportunities for MSPs to charge for deeper strategic services. Through the lens of his extensive 17-year experience in the MSP industry, Brian reveals the pitfalls MSPs often face by offering comprehensive VCIO services without sufficient compensation. By detailing the distinctions between traditional technology business reviews and the strategic integration potential of fractional VCIO, Brian provides a roadmap for MSPs to enhance their customer relations while capturing new revenue streams. He also explores the importance of understanding client operations and the collaboration required across all organizational levels to effectively implement these services. Key Takeaways: VCIO as a Service Benefits: Discover the essential role of VCIO and fractional VCIO services in bridging strategic leadership gaps within businesses, pushing beyond typical QBR obligations. Monetizing Strategic Services: Brian explains how MSPs can successfully transition from free service delivery to a revenue-generating fractional VCIO model. Customer Engagement and Strategy: Learn how to engage with key customer stakeholders across varying levels, ensuring alignment of technology strategies with business objectives. Building Effective Packages: Insights into creating tiered service packages that scale with client needs, potentially unlocking new revenue for MSPs. Common Pitfalls: Guard against common errors in providing uncompensated services, ensuring profitability while maintaining high-value client relationship Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Hour 3 with Donny Chedrick: In total QBR, measuring a quarterback's efficiency, Aaron Rodgers was 28th with a 48 QBR. Russell Wilson and Kirk Cousins had better QBRs. Where does Aaron Rodgers rank in AFC quarterbacks? We hear what Adam Schefter said about Aaron Rodgers being the third option for the Steelers now. It's pretty clear the Steelers are going to try and move up in the draft.

In total QBR, measuring a quarterback's efficiency, Aaron Rodgers was 28th with a 48 QBR. Russell Wilson and Kirk Cousins had better QBRs. Where does Aaron Rodgers rank in AFC quarterbacks? We have him either 8th or 9th. How many quarterbacks on the Steelers' schedule are better than Rodgers?

What's up everyone, today we have the pleasure of sitting down with Ankur Kothari, Adtech and Martech Consultant who's worked with big tech names and finance/consulting firms like Salesforce, JPMorgan and McKinsey.The views and opinions expressed by Ankur in this episode are his own and do not necessarily reflect the official position of his employer.Summary: Ankur explains how most AI personalization flops cause teams ignore the basics. He helped a brand recover millions just by making the customer journey actually make sense, not by faking it with names in emails. It's all about fixing broken flows first, using real behavior, and keeping things human even when it's automated. Ankur is super sharp, he shares a practical maturity framework for AI personalization so you can assess where you currently fit and how you get to the next stage. AI Personalization That Actually Increases Retention - Practical ExampleMost AI personalization in marketing is either smoke, mirrors, or spam. People plug in a tool, slap a customer's first name on a subject line, then act surprised when the retention numbers keep tanking. The tech isn't broken. The execution is lazy. That's the part people don't want to admit.Ankur worked with a mid-sized e-commerce brand in the home goods space that was bleeding revenue; $2.3 million a year lost to customers who made one purchase and never returned. Their churn rate sat at 68 percent. Think about that. For every 10 new customers, almost 7 never came back. And they weren't leaving because the product was bad or overpriced. They were leaving because the whole experience felt like a one-size-fits-all broadcast. No signal, no care, no relevance.So he rewired their personalization from the ground up. No gimmicks. No guesswork. Just structured, behavior-based segmentation using first-party data. They looked at:Website interactionsPurchase historyEmail engagementCustomer service logsThen they fed that data into machine learning models to predict what each customer might actually want to do next. From there, they built 27 personalized customer journeys. Not slides in a strategy deck. Actual, functioning sequences that shaped content delivery across the website, emails, and mobile app.> “Effective AI personalization is only partly about the tech but more about creating genuinely helpful customer experiences that deliver value rather than just pushing products.”The results were wild. Customer retention rose 42 percent. Lifetime value jumped from $127 to $203. Repeat purchase rate grew by 38 percent. Revenue climbed by $3.7 million. ROI hit 7 to 1. One customer who previously spent $45 on a single sustainable item went on to spend more than $600 in the following year after getting dropped into a relevant, well-timed, and non-annoying flow.None of this happened because someone clicked "optimize" in a tool. It happened because someone actually gave a damn about what the customer experience felt like on the other side of the screen. The lesson isn't that AI personalization works. The lesson is that it only works if you use it to solve real customer problems.Key takeaway: AI personalization moves the needle when you stop using it as a buzzword and start using it to deliver context-aware, behavior-driven customer experiences. Focus on first-party data that shows how customers interact. Then build distinct journeys that respond to actual behavior, not imagined personas. That way you can increase retention, grow customer lifetime value, and stop lighting your acquisition budget on fire.Why AI Personalization Fails Without Fixing Basic Automation FirstSigning up for YouTube ads should have been a clean experience. A quick onboarding, maybe a personalized email congratulating you for launching your first campaign, a relevant tip about optimizing CPV. Instead, the email that landed was generic and mismatched—“Here's how to get started”—despite the fact the account had already launched its first ad. This kind of sloppiness doesn't just kill momentum. It exposes a bigger problem: teams chasing personalization before fixing basic logic.Ankur saw this exact issue on a much more expensive stage. A retail bank had sunk $2.3 million into an AI-driven loan recommendation engine. Sophisticated architecture, tons of fanfare. Meanwhile, their onboarding emails were showing up late and recommending products users already had. That oversight translated to $3.7 million in missed annual cross-sell revenue. Not because the AI was bad, but because the foundational workflows were broken.The failure came from three predictable sources:Teams operated in silos. Innovation was off in its own corner, disconnected from marketing ops and customer experience.The tech stack was split in two. Legacy systems handled core functions, but were too brittle to change. AI was layered on top, using modern platforms that didn't integrate cleanly.Leaders focused on innovation metrics, while no one owned the state of basic automation or email logic.To fix it, Ankur froze the AI rollout for 120 days and focused on repair work. The team rebuilt the essential customer journeys, cleaned up logic gaps, and restructured automation to actually respond to user behavior. This work lifted product adoption by 28 percent and generated an additional $4.2 million in revenue. Once the base was strong, they reintroduced the AI engine. Its impact increased by 41 percent, not because the algorithm improved, but because the environment finally supported it.> “The institutions that win with AI are the ones that execute flawlessly across all technology levels, from simple automation to cutting-edge applications.”That lesson applies everywhere, including in companies far smaller than Google or JPMorgan. When you skip foundational work, every AI project becomes a band-aid over a broken funnel. It might look exciting, but it can't hold.Key takeaway: Stop using AI to compensate for broken customer journeys. Fix your onboarding logic, clean up your automation triggers, and connect your systems across teams. Once the fundamentals are working, you can layer AI on top of a system that supports it. That way you can generate measurable returns, instead of just spinning up another dashboard that looks good in a QBR.Step by Step Approach to AI Personalization With a Maturity Framework - The First Steps You Can Take on The Path To AI PersonalizationMost AI personalization projects start with a 50-slide vision deck, three vendors, and zero working use cases. Then teams wonder why things stall. What actually works is starting small and surgical. One product. One journey. Clear data. Clear upside.Ankur advised a regional bank that had plenty of customer data but zero AI in play. No need for new tooling or a six-month roadmap. They focused on one friction-heavy opportunity with direct payoff: mortgage pre-approvals. Forget trying to personalize every touchpoint. They picked the one that mattered and did it well.They built a clustering algorithm using transaction patterns, savings trends, and credit utilization to detect home-buying intent. From there, they pushed pre-approvals with tailored rates and terms. The bank already had the raw data in its core systems. No scraping, no extra collection, no “data enrichment” vendor needed.That decision paid off fast:The data already existed, so implementation moved quicklyThe scope was limited to a single high-stakes journeyThe impact landed hard: mortgage application rates jumped 31 percent and approval-to-close conversions climbed 24 percent within 60 days> “Start with a high-value product journey where pers...

According to the State of Sales Enablement Report, organizations utilizing enablement tools are 52% more likely to engage in formal collaboration with cross-functional stakeholders. So, how can you effectively collaborate across the business to drive transformation?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 Lauren Richardson, senior vice president of sales transformation operations at NTT Data. Thank you for joining us. Lauren. I’d love for you to tell us about yourself, your background, and your role. Lauren Richardson: Hi, Shawnna, it great to be on the podcast series today. Thank you so much. I am senior vice president of sales operations transformation and in this role we are driving transformation across NTT, especially for the selling community. I’ve been at NTT now 10 years, and prior to that I was at Microsoft, I was at Nandos, and I also had a wonderful opportunity to run my own business for about 10 years. This has really put me in a fantastic position in a generalist role to drive transformation in an integration of a company this size. SS: Well, Lauren, we’re excited to have you here on the podcast as well, so thank you so much for taking the time to join us. In your role as a sales transformation operations leader, what are key initiatives that you’re focused on driving this year, and how are you bringing these transformations to life through your strategic programs? LR: It’s an interesting one, Shawnna. Our journey with NTT Holdings has over the last five years, been taking the companies outside of Japan and then been integrating them or merging them into one organization. So in the last year, we integrated NTT Data, NTT Data Services and Entity Limited. Now in the integration, you can imagine the transformation that would have to drive is more one of standardization, simplification, and really bringing this organization to operate as one. So when we look at sales transformation, we are running projects like one CRM, one revenue enablement platform, one sales performance management tool. So these are the projects that we are focusing on because we need to drive the simplification before we can truly drive innovation and transformation for the organization. SS: I love that. In your opinion, what is the strategic advantage of an enablement platform in supporting the success of your sales transformation initiatives? LR: It’s absolutely critical. So when we launched the one enablement platform in October, 2024, it was the only platform that, regardless of your legacy company, you could access through single sign-on, which meant there was only one place a seller could go to to find out around our one portfolio offering. There was only one place that they could go to for training. They could go for information, they could go for change management. Absolutely critical from our Salesforce team to have this one stop that it doesn’t matter if you’re in Americas, if you’re in Taiwan, if you’re in Australia, you could access Highspot, for example, to be able to find out what is our one portfolio, what are we doing in industry? What is the training that is available for me to learn about our new portfolio? So absolutely critical to drive one repository, one change management, and one enablement tool. SS: Amazing. Now, in the introduction, we talked about the importance of stakeholder relationships. Now I know that that is one of your strengths in building really meaningful long-term stakeholder relationships. How do you foster these relationships at all levels of the business to drive your transformation initiatives forward? LR: Yes, I absolutely love stakeholder management. For me, it’s about building trust and at every level of the organization trust is foundational. I have three things that I look at. First is listen and learn. How to make sure that you truly listening from their perspective, what are the challenges that they are facing and learn from that conversation. The second one for me is around response. So if somebody is contacting me or trying to set up a meeting with me, or sending me an email, or trying to communicate with me, ensuring that I respond immediately or within a 24 hour period to be able to get the trust that I’m going to actually listen and learn. And then finally is around integrity and kindness. I think acting with integrity in everything that you do, whether it’s a crazy transformational project, it takes nothing to have integrity and treat people with kindness. And I think with those three things comes to the core, building that trust, whether you’re an executive member, whether you are part of the project delivery team, if you have those elements in place and they trust you and they believe in you, you can drive the transformation for this organization. SS: I like those three principles. How have these strong stakeholder relationships helped you optimize and innovate your transformation initiatives? LR: I think for us was around simplification in a lot of the integration moments with this organization. I. We didn’t necessarily have the mandate to deliver on something. I’ll give you an example. Highspot was a legacy tool that we used for for limited, and in creating this one NTT data in the tool wasn’t used across the organization and we didn’t have the mandate to operationalize it across the organization and our CEO said to us. Lauren, if you can get the Americas to buy into Highspot, you’ll have the mandate for that to be a tier one enablement platform. But I had to use influence. And with the influence of that, I was working with people I’d never worked with before and I had to build that trust so that when I made the statement, I really believed that this is the right way to go for the organization. They believed in me and they believed that influence is the right thing to do. So, absolutely key to success. If the stakeholder believes in you, you can drive anything, but you’ve gotta follow through on that trust. You’ve gotta deliver on your promise. And that’s how I approached it for this initiative. SS: Amazing. I absolutely love that Lauren. Now, NTT data operates with a pretty complex business structure across 50 countries. How do you maintain consistency in your strategy while still adapting to the unique needs of the different stakeholders in your global teams? LR: It’s a challenging one, because the client is owned at the edge by the edge. It gives them a lot of autonomy to adjust to what the client would need in country. But I strongly believe that without simplification and standardization. You will not scale for growth and their edge or the countries rely on us to make sure that there is one tool, that there is one process, that the operational heartbeat of the company is sound. In order to be able to focus on the client. So I think it’s really understanding that would a group function be responsible for the edge, but also making sure that we are making their life easier through the operational standardization that we are driving, and that the growth strategy can come a lot easier at the edge if those foundational layers are in place. SS: Absolutely. Now, along with the large global reach, your programs also support different role types across the business, from client managers to solution architects and more. What are your best practices for developing programs that really resonate with each role? LR: It’s a topic that’s very close to my heart because I really believe that we need a persona driven strategy. So when we designed the revenue enablement framework – the framework that would inform how we build Highspot for NTT data in. We had a persona first lens to that. And for us it’s around creating how do you make sure that the persona has the right information at their fingertips. In the moment that matters the most. So if it’s a solution architect and he’s preparing for an RFP moment, well, how does he get his hands on that content or training or information or insights or data in the moment that matters in that RFP? If I’m a client manager and I’m preparing for A QBR, how do I find the information that helps me prepare for that QBR? So for when we designed the revenue enablement framework, we selected four primary personas and we did the tagging and the connection of to the material and the training within Highspot, through that persona, identifying that the moment that matters the most for them. And we did a number of interviews across the organization to make sure that we understood their moments. What are those top five, those top eight moments that mean so much to you? And how do we make sure that we can connect you to that moment at the time that it matters with a client? So for us, it’s absolutely critical. Persona driven mapping. Persona driven journeys is where the maturity of the organization will come through in our enablement platform. SS: Amazing. Absolutely amazing. Lauren, to shift gears a little bit, I know that you are a data-driven leader. How do you use data to inform and enhance your strategic programs to drive your transformation efforts and deliver on business goals? LR: I think data is, is there’s so much data. It’s it, it can actually work against you if you are not asking the right question. So when I look at the data, I definitely look with a lens of looking backwards, help me see trends that are happening, help describe a moment for me so I can see the insights against that trend. Then once I have the historic view, what’s happening, I start to look at the predictive. Where are we going with this? How do we forecast? How do we use machine learning to be able to anticipate where we’re gonna be going? And then once we’ve looked at the predictive, then I’ll probably look at how we then use the insights against that to prescribe to the organization how we should address where we are going. So it’ll be the three words for me, you know, describe, to be able to predict and then be able to, uh, look backwards in terms of describing. So, describe, predict and prescribe would be the three words for me. SS: I love that. Since launching Highspot, what results have you seen and are there any key wins or notable business outcomes you can share? LR: So we launched HighSpot for Entity Data Inc in October. First and foremost, we’ve got Americas on board. So you would’ve remembered I said the CEO Lauren get Americas and, and you’ve got a tier one platform. We now have it as a tier one platform for entity entity dating, which means it’s part of our, our digital blueprint and absolutely supported by our IT organization. I think where it came to life for me was when we designed this framework, persona driven framework, and we started to see our pre-sales solution architects, 30% of the data that was being, or the downloads were coming from that audience, which means that we had designed it correctly. And that was really exciting for me. It’s since October 34,000 downloads, we’ve had over 500,000 views. We. I also had to shown it just as a indication a lot of our co countries had changed their go-to market strategy from portfolio led to industry led. And we partnered with primarily, which is one of Highspot partners that has immediately activated in Highspot. And in one month we noted a thousand. Courses were completed, which means that the seven and a half thousand people that have license to Highspot, we were getting activation after activation in the first three months where people were going and consuming this data. So really exciting for me to see how much traction we had. It drove a huge, uh, change management plan, but really good traction. And I think where the rubber hits the road is, yes, we have seven and a half thousand people that are actively using Highspot, but we have a delivery organization that don’t have the license yet to Highspot, and the requests, those are 10, 20,000 people. The quests coming in. Please, please, please can we have access to this content, to this training, to these insights, to this analytics. So the forecast is also bright, which is really fantastic. So I’m really excited about what we’ve delivered. The feedback has been incredible. The stats are there and um, I think we are gonna start to see the functionality of Highspot being consumed a lot more in our maturity phase, but also looking at how do we start to spread the license model across the organization. SS: Lauren, it’s absolutely amazing what you’ve done at NTT Data, I have to say. Absolutely amazing. I have one last question for you, Lauren, if you don’t mind. To close, if you were able to offer one piece of advice to other leaders looking to drive impactful sales transformation efforts, what would it be? LR: For me? Listening to that, we have to be persona led. What does our audience need from us as enablers? They need to drive productivity. They’re complaining to us that they spend so much of their time in administrative talks, whether it’s compulsory training, whether it’s completing their time sheets or their submissions, or preparing for the client engagements. How do we make their lives easier so they’re productive? Where, where they need to be and that is selling for the organization. So whether we are looking at AI, if we are looking at personalization of our content, if we are looking at how do we make sure that we are optimizing the functionality of everything they do, whether it’s in CRM, whether it’s in high spots, whether it’s in the training, make sure you know what your audience’s pain is. What is the opportunity that you designed to address that pain? Our pain was, I’m spending too much time in admin. Our solution is to drive productivity through simplification and transformation and innovation through AI. SS: Amazing advice. Lauren. Thank you again so much for joining us today. I greatly appreciate your time. LR: Thank you so much for having me. SS: To our audience, thank you for listening to this episode of the Win-Win podcast. Be sure to tune in next time for our insights on how you can maximize enablement success with Highspot.

Send us a textIn this compelling finale of a three-part series, Terinee Pooler explores the transformative potential of AI in Net Promoter Score (NPS) management and customer success strategies. The discussion delves into how AI tools are streamlining customer feedback analysis, automating risk assessment, and enhancing the overall efficiency of customer success teams. From leveraging platforms like Gainsight and Churn Zero to utilizing AI for creating QBR presentations, the episode offers practical insights into the future of customer success management.Detailed AnalysisThe episode provides a comprehensive examination of AI's impact on customer success management, particularly focusing on NPS implementation and analysis. Terinee Pooler, drawing from her extensive experience, highlights several key applications of AI in customer success:Risk Assessment and Early Warning Systems: AI's capability to analyze customer behavior patterns and NPS responses enables early detection of churn risks. The technology can process detractor feedback and predict potential churn risks based on historical patterns and lack of improvement over time.Automated Feedback Analysis: The discussion contrasts traditional manual methods of analyzing customer feedback using extensive Excel sheets with modern AI-powered solutions. AI can now automatically categorize feedback, identify themes, and generate comprehensive reports, significantly reducing the time and effort required for analysis.Integration with Customer Success Platforms: The episode explores how platforms like Gainsight and Churn Zero are incorporating AI functionality to enhance their customer success management capabilities. These tools provide integrated dashboards and automated risk mitigation features.QBR Enhancement: The conversation touches on AI's potential to automate the creation of quarterly business review presentations, allowing customer success managers to focus more on strategic discussions and value-added activities rather than manual presentation preparation.Communication Analysis: Tools like Gong and Talk Desk are highlighted for their ability to analyze customer interactions and provide insights into value drivers and areas for improvement in customer communications.The discussion also includes personal perspectives on AI adoption, with Terinee sharing her experience using tools like ChatGPT for both personal and professional applications. This practical insight provides listeners with a realistic view of AI integration into daily customer success operations.Please 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.

RJ Bell, Steve Fezzik, Mackenzie Rivers and Scott Seidenberg drop a special episode for Super Bowl LIX. Don't miss out on all the picks and the same game parlay. Key Takeaways & Insights 1. Super Bowl Betting Trends Scott Seidenberg (3:31 - 4:05) introduces a 10-0 betting trend where teams that received a first-round bye (like the Chiefs) are 0-10 against the spread (ATS) in the Super Bowl. Steve Fezzik (5:17 - 5:36) cautions about the validity of the trend, pointing out that lower-seeded teams (3rd-6th seeds) making the Super Bowl often indicate undervaluation. RJ Bell (8:56 - 9:04) states that in the current NFL playoff structure, upsets are more frequent, making pre-playoff seedings a weak indicator of true team strength. 2. Chiefs' Strengths & Weaknesses Mackenzie Rivers (12:46 - 12:58) mentions that Patrick Mahomes ranked 8th in QBR this season, which is a drop from his prime years. RJ Bell (13:37 - 14:28) highlights Mahomes' declining deep-ball passing (Average Depth of Target down from 9.7 yards to bottom five in the league). Steve Fezzik (16:13 - 16:29) debates how small moments in past Super Bowls (like Jimmy Garoppolo missing a throw) shaped Mahomes' legacy, arguing that one play could have changed the narrative. 3. Eagles' Strengths & Concerns RJ Bell (15:31 - 16:13) argues that if the season were replayed, the Eagles would likely finish with a better record than the Chiefs. Scott Seidenberg (30:38 - 30:53) points out that the Eagles have dominated turnover battles in the playoffs (10 takeaways, 0 giveaways), while the Chiefs are -1. 4. Super Bowl Betting Market Moves Scott Seidenberg (16:43 - 17:52) reports a massive bet placed on the Eagles, potentially by legendary bettor Billy Walters. Steve Fezzik (17:19 - 17:39) states that Circa Sports increased their betting limits to $300,000 on Super Bowl wagers. Best Bets & Betting Strategies 5. Same Game Parlay Concepts RJ Bell (21:13 - 22:08) proposes a high-value parlay based on historical game flow tendencies: Chiefs win Mahomes over completions Saquon Barkley over rushing attempts Game total under Payout: +2100 (21-to-1 odds) Steve Fezzik (21:52 - 22:08) notes that if the game total is low, the chance of a huge lead is lower, making the under correlated to a closer game. 6. Alternative Parlay Adjustments RJ Bell (26:05 - 26:09) tweaks the parlay: Mahomes' completions lowered Barkley's rush attempts reduced Final payout: +700 Scott Seidenberg (43:45 - 44:03) creates another parlay based on a Chiefs blowout: Chiefs -9.5 Barkley 30+ rushing attempts Mahomes 40+ pass attempts Payout: +4600 (46-to-1) Prop Bets & Key Markets 7. Player Prop Bets Jalen Hurts MVP (+350) – If the Eagles win in a close game, Hurts is the most likely MVP. Devonta Smith to lead in receiving yards (+600) – If A.J. Brown is contained, Smith becomes the primary target. JuJu Smith-Schuster receptions over 1.5 (-140) – Sharp money moving this line up suggests heavily bet over. Travis Kelce under receptions & yards – Market overvaluing Kelce's role, potential sharp fade. 8. Game Script & Live Betting Strategies Fezzik (56:07 - 56:34) suggests betting Eagles live if they fall behind double digits, as they are built to rally. Mackenzie Rivers (1:04:34 - 1:04:41) suggests betting under 6.5 punts, citing historical offensive efficiency. Super Bowl Fun & Gimmick Bets Gatorade Color Shift (58:18 - 58:52): The betting market moved yellow/green Gatorade from +300 to -295, indicating inside information. Three Players to Attempt a Pass (+180): Kansas City & Philly have trick plays and gadget packages that could result in a non-QB passing attempt. Final Betting Recommendations Same Game Parlay (21-to-1 odds): Chiefs win, Mahomes over completions, Barkley over rushes, game total under. Devonta Smith over receiving yards (+600 to lead all receivers). Live bet Eagles if they fall behind 10+ points. Learn more about your ad choices. Visit megaphone.fm/adchoices

RJ Bell, Steve Fezzik, Mackenzie Rivers and Scott Seidenberg drop a special episode for Super Bowl LIX. Don't miss out on all the picks and the same game parlay. Key Takeaways & Insights 1. Super Bowl Betting Trends Scott Seidenberg (3:31 - 4:05) introduces a 10-0 betting trend where teams that received a first-round bye (like the Chiefs) are 0-10 against the spread (ATS) in the Super Bowl. Steve Fezzik (5:17 - 5:36) cautions about the validity of the trend, pointing out that lower-seeded teams (3rd-6th seeds) making the Super Bowl often indicate undervaluation. RJ Bell (8:56 - 9:04) states that in the current NFL playoff structure, upsets are more frequent, making pre-playoff seedings a weak indicator of true team strength. 2. Chiefs' Strengths & Weaknesses Mackenzie Rivers (12:46 - 12:58) mentions that Patrick Mahomes ranked 8th in QBR this season, which is a drop from his prime years. RJ Bell (13:37 - 14:28) highlights Mahomes' declining deep-ball passing (Average Depth of Target down from 9.7 yards to bottom five in the league). Steve Fezzik (16:13 - 16:29) debates how small moments in past Super Bowls (like Jimmy Garoppolo missing a throw) shaped Mahomes' legacy, arguing that one play could have changed the narrative. 3. Eagles' Strengths & Concerns RJ Bell (15:31 - 16:13) argues that if the season were replayed, the Eagles would likely finish with a better record than the Chiefs. Scott Seidenberg (30:38 - 30:53) points out that the Eagles have dominated turnover battles in the playoffs (10 takeaways, 0 giveaways), while the Chiefs are -1. 4. Super Bowl Betting Market Moves Scott Seidenberg (16:43 - 17:52) reports a massive bet placed on the Eagles, potentially by legendary bettor Billy Walters. Steve Fezzik (17:19 - 17:39) states that Circa Sports increased their betting limits to $300,000 on Super Bowl wagers. Best Bets & Betting Strategies 5. Same Game Parlay Concepts RJ Bell (21:13 - 22:08) proposes a high-value parlay based on historical game flow tendencies: Chiefs win Mahomes over completions Saquon Barkley over rushing attempts Game total under Payout: +2100 (21-to-1 odds) Steve Fezzik (21:52 - 22:08) notes that if the game total is low, the chance of a huge lead is lower, making the under correlated to a closer game. 6. Alternative Parlay Adjustments RJ Bell (26:05 - 26:09) tweaks the parlay: Mahomes' completions lowered Barkley's rush attempts reduced Final payout: +700 Scott Seidenberg (43:45 - 44:03) creates another parlay based on a Chiefs blowout: Chiefs -9.5 Barkley 30+ rushing attempts Mahomes 40+ pass attempts Payout: +4600 (46-to-1) Prop Bets & Key Markets 7. Player Prop Bets Jalen Hurts MVP (+350) – If the Eagles win in a close game, Hurts is the most likely MVP. Devonta Smith to lead in receiving yards (+600) – If A.J. Brown is contained, Smith becomes the primary target. JuJu Smith-Schuster receptions over 1.5 (-140) – Sharp money moving this line up suggests heavily bet over. Travis Kelce under receptions & yards – Market overvaluing Kelce's role, potential sharp fade. 8. Game Script & Live Betting Strategies Fezzik (56:07 - 56:34) suggests betting Eagles live if they fall behind double digits, as they are built to rally. Mackenzie Rivers (1:04:34 - 1:04:41) suggests betting under 6.5 punts, citing historical offensive efficiency. Super Bowl Fun & Gimmick Bets Gatorade Color Shift (58:18 - 58:52): The betting market moved yellow/green Gatorade from +300 to -295, indicating inside information. Three Players to Attempt a Pass (+180): Kansas City & Philly have trick plays and gadget packages that could result in a non-QB passing attempt. Final Betting Recommendations Same Game Parlay (21-to-1 odds): Chiefs win, Mahomes over completions, Barkley over rushes, game total under. Devonta Smith over receiving yards (+600 to lead all receivers). Live bet Eagles if they fall behind 10+ points. Learn more about your ad choices. Visit megaphone.fm/adchoices

Most business owners come into the financial game as the quarterback. They're telling their CPA and financial advisor what they need and when they need it instead of working as a team to plan out a cohesive strategy. This needs to change. Listen to the latest episode of the podcast to learn why your business needs a financial team that works together, and how to incorporate tax planning strategies into your operation, so you're not overpaying taxes and maximizing the odds of your long-term success. Tanner is a CPA with 22 years of experience in the tax world. Born and raised in Utah, Tanner was a natural mathematician and considered joining the FBI as an accountant but didn't end up going that route. He spent 12 years with five different CPA firms, discovering what he liked and didn't like, before venturing out on his own. The Trump tax cuts expire in 2025 and a lot of professionals are anticipating higher tax rates in the near future. One tax benefit that is likely to expire is the QBR deduction for small business owners. Every client is different, but one piece of advice that every business owner can benefit from is choosing the right entity. A lot will depend on what your lifestyle looks like and what you are already paying for. Tax deductions are great but finding tax credits is even better. A good example is the Research and Development tax credit, which can go back as many as three years. Most people wait until there is an immediate need to contact their CPA, but that leaves a lot of opportunity on the table. Tax planning is very different from tax preparation. Tax planning occurs throughout the year and is a more proactive approach that many don't realize is an option. The relationship you have with your CPA is crucial and can play a pivotal role during tax season. With a good relationship you also get the benefit of your CPA's experience in other industries. Taxes are changing all the time, so it helps to have someone you can reach out to throughout the year. Having a financial plan should incorporate tax mitigation strategies. You, your financial planner, your attorney, and your CPA should be working as a team to manage your business finances. The more they can communicate and work together, the more effective they can be. There are a lot of inefficiencies in your business by having your financial plan and tax plan operating in separate silos. Individually, everyone does their job well, but when working together they can really shine. Typically, there's a three-year window on filing for a refund claim. If you feel like your current CPA may not be bringing all the opportunities to your attention, it might benefit you to get a second opinion. If you're planning on selling your business, there are a few things to keep in mind. Is it a stock sale or an asset sale? Do you have clean and accurate records? Plan your sale as far out in advance as you can to make sure you have all that you need for a smooth transition. One of the most underrated and overlooked aspects of tax planning is your bookkeeping for your businesses. Monthly bookkeeping makes it a lot easier to plan and stay ahead of the finances and taxes compared to waiting until January or April to figure out what you have to do. If you make a lot of money, you're going to pay taxes, and that's just the way it is. But when it's a surprise, that's where the problem comes into play.     Mentioned in this episode: BrianSkrobonja.com Common Sense Financial Podcast on YouTube  Common Sense Financial Podcast on Spotify MTAconsulting.net     Brian Skrobonja and Tanner Adams are not affiliated. There is no compensation exchanged between Brian Skrobonja and Tanner Adams. Securities offered only by duly registered individuals through Madison Avenue Securities, LLC. (MAS), Member FINRA & SIPC. Advisory services offered only by duly registered  individuals through Skrobonja Wealth Management (SWM), a registered investment advisor. Tax services offered only through Skrobonja Tax Consulting. MAS does not offer Build Banking or tax advice. Skrobonja Financial Group, LLC, Skrobonja Wealth Management, LLC, Skrobonja Insurance Services, LLC, Skrobonja Tax Consulting, and Build Banking are not affiliated with MAS. The firm is a registered investment adviser with the state of Missouri, and may only transact business with residents of those states, or residents of other states where otherwise legally permitted subject to exemption or exclusion from registration requirements. Registration with the United States Securities and Exchange Commission or any state securities authority does not imply a certain level of skill or training. Advisory services are only offered to clients or prospective clients where Skrobonja Wealth Management, LLC and its representatives are properly licensed or exempt from licensure. This website is solely for informational purposes. Past performance is no guarantee of future returns. Investing involves risk and possible loss of principal capital. No advice may be  rendered by Skrobonja Wealth Management, LLC unless a client service agreement is in  place. Skrobonja Financial Group, LLC provides links for your convenience to websites produced by other providers of industry related material. Accessing websites through links directs you  away from our website. Users who gain access to third party websites may be subject to the copyright and other restrictions on use imposed by those providers and assume responsibility and risk from use of those websites. Any references to protection, safety or  lifetime income, generally refer to fixed insurance products, never securities or investments. Insurance guarantees are backed by the financial strength and claims paying abilities of the  issuing carrier. This is intended for informational purposes only. It is not intended to be used as the sole  basis for financial decisions, nor should it be construed as advice designed to meet the particular needs of an individual's situation. Our firm is not permitted to offer, and no  statement made on this site shall constitute tax or legal advice. Our firm is not affiliated with or endorsed by the U.S. Government or any governmental agency. The information and  opinions contained here in provided by third parties have been obtained from sources believed to be reliable, but accuracy and completeness cannot be guaranteed by our firm. Any media logos and/or trademarks contained herein are the property of their respective owners and no endorsement by those owners of Brian Skrobonja is stated or implied. The awards, accolades and appearances are not representative of any one client's experience and is not indicative of future performance. Each of these awards have set criteria for their nominations and eligibility requirements. “Best Wealth Managers” and “Future 50 Company” are annual surveys conducted by Small Business Monthly. The winner is chosen by an online vote of the general public and no specific criteria is utilized to determine the winner other than number of votes. Some voters may not be clients of Brian Skrobonja and Skrobonja Financial Group. These awards are not representative of any one client's experience and is not indicative of future performance.

Welcome to the Vikings Postgame Report. The Minnesota Vikings won their 8th game in a row by defeating the Seattle Seahawks 27-24 at a rainy Lumen Field. The win was the Vikings first victory in Seattle since week 7 of the 2006 season. Justin Jefferson had a season high 144 receiving yards on 10 receptions and 2 touchdowns. Jordan Addison had the other receiving touchdown on 5 receptions and 35 yards. Aaron Jones was a key part of the offense with 18 rushes, 67 yards on the ground, and another 26 yards through the air. Sam Darnold had another great game, finishing with 246 passing yards, 3 touchdowns, and a 112.3 QBR. Darnold tied Peyton Manning and Steve McNair by winning his 13th game as a quarterback in the first season with a new team. Kicker Will Reichard was perfect again today with 3 extra points and 2 field goals, including a 52 yarder in the 2nd quarter. As for the defense, the guys stepped up the pressure in the 2nd half and only gave up 10 points on 6 drives for the Seahawks. Andrew Van Ginkel had 2 sacks on Geno Smith, Dallas Turner had an interception in the 2nd quarter, and Theo Jackson sealed the victory with an interception in the final minute of the game. Paul Allen and Pete Bercich breakdown the win in the 'emerald city,' including: the level of resiliency the Vikings continue to produce on a weekly basis, the growth in the Jefferson-Darnold connection, Kevin O'Connell's historic coaching start, the ability to stay poised in tight games, and the team's young players stepping up in big moments. Plus, Kevin O'Connell and Sam Darnold spoke in the postgame press conferences about the victory. All of this and more is in tonight's edition of the Vikings Postgame Report.See omnystudio.com/listener for privacy information.

RJ Bell, Steve Fezzik, Scott Seidenberg and Mackenzie Rivers talk NFL Week 15 recap. The guys also talk some poker and much more. Week 15 Overview: Boring Slate and Key Metrics Scott Seidenberg laments the dullness of the early afternoon games, with few close contests, except the Jets-Jaguars matchup (1:55-2:45). Mackenzie Rivers adds data: Winning teams averaged a 93.5% fourth-quarter win share, the highest in three years and third-highest in six years (3:14-3:44). Notable Metrics: Closest game: Jets vs. Jaguars. 49ers-Rams wasn't close. The NFL's Poor Fundamentals Steve Fezzik criticizes multiple teams for poor endgame decisions (4:03-4:55): Example 1: Arizona failed to make a clear distinction between a 20- and 21-point lead. Example 2: Atlanta gave the Raiders unnecessary time after an incompletion. Quote Analysis (5:32-6:44): Fezzik observes an “epidemic” of dropped passes. Puka Nacua, however, secures every catch because he “stares at the ball into his hands.” Mackenzie Rivers attributes drops to receivers focusing on YAC (yards after catch), unlike older eras of “fundamentals.” Game Analysis and Faulty Results Indianapolis Colts vs. Denver Broncos Steve Fezzik identifies this as a "faulty final" (7:25-7:37). Turning Point: Jonathan Taylor fumbled with the Colts poised to lead 20-7, but Denver capitalized, outscoring Indianapolis 24-0 to win 31-13 (9:14-9:29). Key Criticism: Denver's poor sportsmanship and focus as a player unnecessarily celebrated a touchdown, risking a penalty (10:15-10:39). Final Takeaway: Fezzik asserts both teams are fundamentally flawed and not playoff-worthy (10:54-11:04). Buffalo Bills vs. Detroit Lions Scott Seidenberg argues the 48-42 final score is misleading, as Buffalo dominated (11:18-11:58). Game Context: Detroit scored two late touchdowns; Buffalo maintained a 97% fourth-quarter win share. Dan Campbell's controversial onside kick strategy reflects his lack of trust in Detroit's defense (12:20-12:28). Team Insight: Fezzik believes Detroit is the third-best team in the NFC North. Injuries, including David Montgomery, diminish their playoff hopes (13:43-14:00). Mackenzie predicts Minnesota wins the division (12:36-13:26). Green Bay Packers Resurgence Mackenzie Rivers praises Jordan Love's improvement (14:30-14:51). Jordan Love: Currently ranked 11th in PFF's QBR composite. Scott Seidenberg adds context: Green Bay's losses (Eagles, Vikings, Lions) are “respectable” (14:51-15:14). Packers' Super Bowl Odds: +1200; Mackenzie identifies eight realistic contenders, including the Packers and Ravens (15:37-15:52). Best/Worst Performances Best Performance (Bad Team): Dallas Cowboys (16:04-16:34). Worst Performance: Carolina Panthers, who “reverted back” to their poor form. Bryce Young's turnovers and overall disarray highlighted why Carolina has been underdogs in 33 straight games (16:49-17:27). Tampa Bay Buccaneers and Chargers Tampa Bay Bucs dominated the Chargers 40-17. Steve Fezzik highlights Baker Mayfield's road success: 13-4 ATS and 17-0 in six-point teasers (32:05-32:25). Chargers' Playoff Path: Seidenberg explores playoff machine scenarios but suggests losses in critical games will cost them (19:00-19:31). Baltimore Ravens: Playoff Path and Stats Lamar Jackson (26:06-26:37): 21/25 passing, 290 yards, 5 TDs against the Giants. Fezzik highlights Baltimore's yards-per-play differential of 1.5, making them “three times better” than Buffalo in this metric (26:06-26:29). Playoff Path: Ravens must beat the Steelers and hope for a Steelers loss against Kansas City or Cincinnati (30:04-30:18). Key Matchups and Line Discussions for Week 16 Buffalo Bills: 13.5-point favorites over New England (36:17-36:57). Eagles vs. Commanders: Line: Eagles -3; Fezzik believes it should be -4.5 based on power ratings (39:01-39:52). Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome to the Vikings Postgame Report. The Minnesota Vikings made a statement against the Atlanta Falcons on Sunday with a 42-21 win at U.S. Bank Stadium. Sam Darnold was on fire today. Darnold finished the game 22-of-28 passing, had 347 yards in the air, and 5 touchdowns split between Jordan Addison and Justin Jefferson. Darnold almost had a perfect QBR when he finished with a 157.9 on the day. Justin Jefferson became the fastest player to 7,000+ yards in his career and ended the day with 7 receptions for 132 yards and 2 touchdowns. Jordan Addison also had a monster day, finishing with 133 yards in the air and 3 touchdowns. Aaron Jones was the leading rusher for the Vikings, finished with 73 yards on the ground, and hit paydirt for 15 yards for the final score of the game. Will Reichard came back this week and finished the game 6-of-6 in XPA's and 0-of-1 in FG attempts. Defensively, the Vikings squad bent but didn't break giving up 496 total yards but had 2 critical interceptions on Cousins at key moments. Josh Metellus snagged a pass across the middle in the 2nd quarter and Byron Murphy Jr. had a 1-handed grab on the 2-yard line late in the 4th quarter. Jamin Davis tallied the lone Vikings sack on the day and C.J. Ham recovered a key special team's fumble recovery in the 4th quarter. The Vikings will be back at U.S. Bank Stadium next Monday night against the Chicago Bears for Monday Night Football. Paul Allen and Pete Bercich breakdown the Vikings 6th straight victory, including: Sam Darnold going to another level this week, turnovers once again being the key stat for the game, the importance of playing a complete game, Atlanta's choice to play our WR's with single coverage, and the highly competitive playoff push facing the Vikings for the final 4 weeks. Plus, Kevin O'Connell and Sam Darnold spoke in the postgame press conferences about the victory. All of this and more is in tonight's edition of the Vikings Postgame Report.See omnystudio.com/listener for privacy information.

In this episode, Richard Tubb speaks to Luis Giraldo, the Chief Evangelist for ScalePad, a company that offers a collection of applications to help MSPs launch their growth. In the IT space, he is something of an MSP guru.He has also been an MSP, CEO, SaaS consultant and an active member of the CompTIA peer group. And in this interview, he tells Richard about his journey to his current role and his live podcast show.He talks about his podcast, MSP Confidential, and his second career as a jazz musician, what he does in his down time and shares the books that have inspired him the most.Richard asks Luis to talk in depth about ScalePad: how they help MSPs and the type of businesses they attract, and how to get started with the solution. Luis also shares the biggest misconception that MSPs have about vendors like ScalePad?And on the vendor side, Richard asks Luis the number one thing they can do to improve the customer experience, as well as the one thing a typical vendor doesn't appreciate about the life of an MSP?They discuss what makes the MSP space unique, why you should attend industry events, and how to maintain your resilience in the face of a constantly shifting environment.Luis also shares his experience of being Vice Chair at CompTIA and his thoughts on their recent acquisition. He explains Stoicism and how that's changed his approach to life and business, and mentions his venture capital interests through Top Down Ventures.Mentioned in This EpisodeFully Managed by TELUS Business from Chris BlayDocumentation solution: IT GlueIT management: N-ableLuis Giraldo musicBook: Ray Dalio: Principles: Life and WorkScalePad MSP surveyClient management: Lifecycle Managers (ScalePad solution)GRC (governance, risk and compliance) tool: ControlMap (ScalePad solution)QBR tools: Lifecycle Insights (ScalePad solution)Backup monitoring: Backup Radar (ScalePad solution)BI tool: Cognition360 (ScalePad solution)Quoting software: Quoter (ScalePad solution)Matthew Bookspan of Blacktip ITMSP conference: IT Nation ConnectMSP conference from N-able:

Is it time to start worrying about Russell Wilson after his worst game as a Steeler on Sunday? It seemed like the interception in the end zone has Mike Tomlin a little bit worried. How much account do you take QBR as a stat? Should the Steelers consider more of Justin Fields?

Is it time to start worrying about Russell Wilson after his worst game as a Steeler on Sunday? It seemed like the interception in the end zone has Mike Tomlin a little bit worried. How much account do you take QBR as a stat? Should the Steelers consider more of Justin Fields? Are fans worried about Russell Wilson? Tomlin-ism of the Week.

Nuggets blown out by Thunder, 3-pt shooting a concern, Panthers defense giving up almost 35 ppg, passer rating vs QBR, Broncos defense special, what progress looks like Sunday, Avalanche win 4th straight, TNF Vikings robbed in loss to Rams

Chuck is intrigued by LSU's visit to Arkansas. Chuck and Heath discuss Nico Iamaleava not even being among the top ten SEC QBs in QBR. David Eckert of the Austin American-Statesman looks at Texas hosting Georgia.See omnystudio.com/listener for privacy information.

Scott Seidenberg, Steve Fezzik and Mackenzie Rivers review NFL Week 6. The guys also discuss a few ideas for NFL Week 7. Quote Analysis & Team Insights: Road Favorites Sweep Scott Seidenberg (0:06 - 0:55) Scott and Fezzik highlight how road favorites dominated, going 8-0 in Week 6. Fezzik mentions how underdogs had been performing well earlier in the season, but randomness shifted the outcomes. He notes, "The Favorites Strike Back," drawing a Star Wars comparison. This segment sets up the theme that betting often feels like a roulette wheel—sometimes favoring underdogs and sometimes dramatically shifting to favorites. Teaser Bets Collapse Steve Fezzik (0:55 - 1:52) Fezzik emphasizes the poor performance of home dog teasers, saying, "28 different permutations of two-team teasers... 0 and 28." This detailed analysis stresses how teaser bets, despite seeming advantageous, suffered a crushing defeat with teams like the Titans failing to cover. He sarcastically refers to it as a complete teaser collapse. Jacksonville Line Shift Scott Seidenberg & Steve Fezzik (1:53 - 3:31) The Bears-Jaguars game saw a dramatic line shift from Jacksonville being a two-point underdog to becoming the favorite. However, Jacksonville lost badly. Fezzik jokes about how the betting line didn't matter, as the Bears won by 34 points, referencing the movie "Meatballs": "It just doesn't matter." The key takeaway is that, even with sharp money moving lines, the outcome can be wildly different from predictions. Bears' Dominance Over Jacksonville Steve Fezzik (4:49 - 5:53) Fezzik points out that while Jacksonville started strong, leading in yardage 90-10, the Bears dominated the rest of the game, resulting in a final score of 35-16. He upgrades Chicago by only a point, reflecting a cautious approach to their victory. Player Performance and Analysis: Drake May's Growing Pains Scott Seidenberg & Steve Fezzik (6:36 - 7:14) Rookie Drake May went 20 of 33 for 243 yards with three touchdowns and two interceptions. Despite some "growing pains," his performance was decent, prompting Scott to suggest they may need to "be more positive on the Patriots moving forward." Fezzik, however, points out May's QBR of 31, indicating he needs more data before forming a solid judgment. Kirk Cousins' Quiet Game Scott Seidenberg (7:59 - 8:48) Despite facing the worst pass defense, Cousins only managed 225 yards and one touchdown. Scott expresses surprise, given his explosive previous week. The Falcons leaned heavily on their run game instead, with 38 carries for 198 yards, showing a shift in strategy that paid off against Carolina. Team Statistics and Insights: Atlanta's Efficient Offense Scott Seidenberg (7:59 - 8:48) The Falcons scored on their last six drives, with a yards-per-play advantage of 0.8 over Carolina. Their run-heavy approach led to 198 rushing yards and three touchdowns, allowing them to control the game. Pittsburgh vs. Las Vegas Steve Fezzik (8:48 - 9:27) Fezzik describes the Steelers' win over the Raiders as legitimate but overstated. The Steelers won 32-13, though the stats suggest it should have been closer to 20-13. Three turnovers by Las Vegas inflated the score, frustrating Fezzik, who had bet on the Steelers' season total under. Giants' Stat-Dominant Loss Steve Fezzik & Scott Seidenberg (12:07 - 12:43) The Giants lost to the Bengals in a game where they had an 11-first-down advantage and better overall stats, but a late 47-yard touchdown from Joe Burrow sealed their fate. Scott points out that if not for that fluke run, the Giants seemed like the better team, both defensively and statistically. Washington vs. Baltimore Scott Seidenberg (14:34 - 15:47) Despite Baltimore winning by seven, Scott and Mackenzie never felt the Ravens would lose but also never believed they'd comfortably cover the spread. Baltimore's statistical dominance (28 first downs to 18, 484 total yards to 305) suggests they controlled the game, but Washington kept pace offensively. Learn more about your ad choices. Visit megaphone.fm/adchoices

Steve Rosenbloom opened his show by sharing his keys to the Bears-Jaguars matchup Sunday in London. After that, he compared Bears rookie quarterback Caleb Williams' QBR to his peers across the league. He also shared why he believes the Bears are bluffing in their pursuit of a stadium on the lakefront in downtown Chicago.

Chris Canty joins and says he won't stop worrying about the Yankees losing until they win the World Series. Also Joe Douglas needs to start taking some blame for the Jets having the worst QBR over 3+ seasons. Learn more about your ad choices. Visit podcastchoices.com/adchoices

The Washington Commanders hosted, and destroyed, the Cleveland Browns 34-13 and moved to 4-1 on the season with 4 straight wins now. It's the first time Washington has been 4-1 since 2008! The defense was absolutely fantastic today, allowing 212 total yards and Frankie Luvu ran the show with 2.5 sacks, a fumble recovery, and 2 tackles for loss. Bobby Wagner was also awesome and forced that fumble that Luvu recovered. Deshaun Watson was awful for the Browns, putting up a QBR of 8.5 and getting sacked 7 times. Jayden Daniels was great once again, this time going 14/25 for 238 yards, 1 TD, 1 INT and ran 11 times for 82 yards. After throwing the early INT, Daniels bounced back and led the offense to 34 points on the day. The RBs (Ekeler, McNichols, Robinson) combined for 20 carries for 129 yards and 3 TDs, 2 for Brian Robinson and 1 for Jeremy McNichols. Austin Ekeler also added 2 receptions for 30 yards. Up next? The 3-2 Baltimore Ravens. Can we pull off the upset? The Comment Mailbag features 15 comments. Thank you all for the comments! We greatly appreciate them as always. TIMECODES 0:00 Intro 2:51 Postgame Thoughts 29:15 Comment Mailbag #jaydendaniels #commanders #washingtoncommanders

The guys are joined by Rams Head Coach Sean McVay! Who are the top ten QBs in QBR ahead of week five? The guys take a live look into the AL wildcard game. The Intuit dome can serve liquor until 4am. How did they get away with that? Game of Games, plus Supercross Talk with Sedano and Kap! Learn more about your ad choices. Visit podcastchoices.com/adchoices

Welcome to the Vikings Postgame Report. The Minnesota Vikings improved to 3-0 after a dominant performance at U.S. Bank Stadium over the Houston Texans. The Vikings once again capitalized on an early interception, this time by Kamu Grugier-Hill on the second play of the game and Justin Jefferson turned it into six points six plays later. Cam Bynum also grabbed another interception early in the 4th Quarter that led to a 2-yard touchdown by Johnny Mundt. Defensively, the Vikings recorded 2 interceptions, 5 sacks, 8 pass deflections, and 8 QB hits. Former Texan Jonathan Greenard led the team with 3 sacks. Offensively, Sam Darnold once again was efficient and effective. Darnold finished with 181 yards passing, 4 passing touchdowns, and a QBR of 128.9. The 4 passing touchdowns went to Justin Jefferson, Aaron Jones, Jalen Nailor, and Johnny Mundt. Aaron Jones ran for 102 yards, had 148 combined yards, and his receiving touchdown on the day. Will Reichard also was perfect in the kicking game once again, including a 58-yard field goal in the 4th Quarter. The Vikings shift their sights to Green Bay next week in pursuit of another victory. Paul Allen and Pete Bercich break it all down, including: the defense making C.J. Stroud uncomfortable, Jonathan Greenard's 3-sack game, Sam Darnold taking advantage of key mismatches, and the importance of winning the turnover battle. Plus, both Kevin O'Connell and Sam Darnold's press conferences are included in this edition of the Vikings Postgame Report.See omnystudio.com/listener for privacy information.

Salk brings up how wild it is that 5 of the top 6 QB's in QBR right now are Derek Carr, Kyler Murray, Sam Darnold, Baker Mayfield and Geno Smith. Then, Brock and Salk break down the matchup with the Dolphins and Seahawks and we get Maura's Fantasy Football Forecast.

Time for Sports Graffiti! Who are the top QBs after two weeks in QBR? John has some Breaking news about an Asteroid! Who are the ‘Most Valuable Sports Franchises?' Can the crew guess the top 10? Wassup Foo! Learn more about your ad choices. Visit megaphone.fm/adchoices

The fellas hopped in the capeteria today to have some fun after a SICK first week of the 2024 NFL season. How do Jack and Pat feel after the 49ers-Jets game? Who makes Adam's Top 10 power rankings? What does our 1st Team All-Pro look like after Week 1? Which 5 quarterbacks had the best and worst QBR's? And, as always, a Fraud or Not for your Wednesday pleasure.Follow Caps Off on Instagram (@capsoffpod), Tik Tok (@capsoffpodcast), YouTube (@capsoffpodcast), and Twitter (@capsoffpodcast).Caps Off is brought to you by @Betr.

Show Website: https://mspbusinessschool.com/ In this episode of MSP Business School, Brian Doyle dives into the concept and structure of the "Office of VCIO," drawing parallels from the enterprise-level office of CIO. Originally presented as part of a webinar, this detailed discussion outlines the significance of having a cohesive team approach to delivering Quarterly Business Reviews (QBRs), Strategic Business Reviews (SBRs), and other essential fractional VCIO services. Brian emphasizes that while tools such as the VCIO Toolbox can facilitate this process, any MSP can implement these principles to evolve their service offerings and better meet client needs. By structuring a team with clearly defined roles for engineers, VCISOs, customer success managers, and executives, MSPs can ensure more efficient project management and customer satisfaction.  Brian provides insights into how this model helps maintain strong client relationships and opens up avenues for new recurring revenue streams. He discusses the importance of regular check-ins, risk management, and continuous education to keep clients informed and engaged. Additionally, the episode explores leveraging assets and risk management to drive informed decision-making and sales. Key Takeaways:   The office of the VCIO model promotes a team-based approach to client management, ensuring cohesive and comprehensive service delivery. Engineers play a critical role in the QBR process, and their timely assessments are crucial for identifying gaps and driving projects. The VCISO role is becoming increasingly vital in MSPs with a growing focus on security and compliance, offering opportunities for new recurring revenue streams. Customer Success Managers help maintain strong client relationships by collecting feedback and keeping customers informed and engaged. Effective VCIO programs require executive buy-in and support to handle escalations and ensure that the QBR process remains a priority. Host: Brian Doyle:   / briandoylemetathinq   Sponsor: vCIOToolbox: https://vciotoolbox.com

It's the first Touchdown Thursday of the season and ever!  Paul rogers the HOF voice of The Cards joins Bob Valvano in studio.  Bob and Paul offer their takeaways from the Austin Peay game for UofL football and preview what they may see against Jacksonville State this weekend.  We learn about the science behind QBR.  We talk some Louisville Bats and take a trip down memory lane with Greg Galiette. See omnystudio.com/listener for privacy information.

Some of today's We In/We Out questions include: * We in/we out – Riley Leonard, Jeremiah Love, and Jadarian Price will all score a TD on Saturday. * We in/ we out – The Notre Dame defense will force 2 turnovers on Saturday. * Notre Dame will win by 2 Touchdowns but score less than 30 points against A&M. We In or We Out? * The storyline coming out of the A&M game will be something other than the OL, weather, or atmosphere at Kyle stadium. We in or we out? * A&M will be concerned with the run and mobile QB that they will try to run stop and blitz, which will open up a passing game everyone doubts. Leonard completes 65% of his passes and lights them up through the air. * We in we out that Love will catch a pass and run touchdown the game vs A&M? * We in we out that Love will have 100 yards receiving and 100 yards rushing? * We in we out that Leonard will have 300 yd passing and 75 yd rushing? * We in we out on the ND defense will out score A&M offense? * Jordan Faison, if not the most productive, becomes the most valuable receiver on the team and is catapulted into national recognition by the end of the year * IF Notre Dame wins a championship, Irish fans, after years of outside abuse and self-doubt, become unbearable to the rest of the nation. * We In We Out: the young O line plays better than expected (doesn't get dominated). No one is talking about the defense and D line the O line has been going against all camp. If the O line hasn't been a complete disaster in camp (how could it, Offense won jersey scrimmage), why would it be at tam? * We In, Out: the defense gives up at least two + 20 yd runs, with missed tackles and busted run fits * We in/ we out Riley Leonard's QBR will be greater than Wiegman's. * We in we out/ Anthonie Knapp will hold his own against Nic Scourton and end up a freshman all-American. * In/Out: The Leonard/Mike Elko saga will be brought up more than “You Suck!” from Leonard's mom? * In/Out: I win my 20 leg parlay that I put 20 bucks on and win 10,000. * In/Out: Jeremiah Love catches a receiving touchdown against A&M. * There will be 2 Texas A&M turnovers during this game. * We in We out: A Qb not named Riley Leonard will start 2 games this season for the Irish. * We in We out on Love being a finalist for the Doak Walker Award and being top 5 in the country in all purpose years. * We in or We out: I'm hearing & reading from Texas A&M fans that they belive their Secondary will be a strength right out of the gate. But they also admit their lack of proven LB depth and they are worried about our TE's. With Denbrock's x&o abilities he will be able to exploit the middle of the field and in turn make A&M's safeties cheat enough inside that it leaves their corners in no man's land. Which will lead to a dynamic passing attack for Leonard and the new improved ND WR room. * We in or We out: Christian Gray will have his moment like Benjamin Morrison did against Ohio St in 22! With 1 INT, 2 PBU & under 50 yards allowed against him. * We in we out : Knapp will not give up a sack on Saturday. * We In/We out – Notre Dame defense has more than 9, 3 and outs against Texas A&M. Shop for Irish Breakdown gear at our online store: https://ibstore.irishbreakdown.com/  Join the Irish Breakdown premium message board: https://boards.irishbreakdown.com  Stay locked into Irish Breakdown for all the latest news and analysis about Notre Dame: https://www.irishbreakdown.com​ Subscribe to the Irish Breakdown podcast on iTunes: https://podcasts.apple.com/us/podcast/irish-breakdown/id1485286986 Like and follow Irish Breakdown on Facebook: https://www.facebook.com/groups/irishbreakdown Sign up for the FREE Irish Breakdown daily newsletter: https://www.subscribepage.com/irish-breakdown-newsletter Learn more about your ad choices. Visit podcastchoices.com/adchoices

Episode Summary: In this episode of MSP Business School, host Brian Doyle dives deep into the critical topic of Quarterly Business Reviews (QBRs). Drawing from his extensive experience at VCIO Toolbox, he identifies and discusses the five main pitfalls that can undermine effective QBRs. Whether you're an MSP struggling to engage your clients or looking to elevate your business review process, Brian offers meaningful solutions to common challenges. Brian opens the discussion by emphasizing the importance of having the right people in the room. He highlights the necessity of demonstrating value to ensure key decision-makers attend these strategic sessions. Next, he addresses the issue of keeping QBR meetings on track, stressing the importance of clear agendas and focused discussions to prevent the derailment by day-to-day issues. Brian also speaks on the importance of bringing consistent data points and avoiding technical jargon that can alienate non-technical stakeholders. Lastly, he underscores the importance of showcasing business outcomes to make QBRs more than just sales pitches, transforming them into valuable, consultative engagements. ### Key Takeaways: - **Getting the Right People in the Room:** Engage and demonstrate value to key decision-makers, including business owners and CFOs, to ensure their attendance and participation.  **Maintaining Meeting Focus:** Establish and circulate clear agendas before meetings, and effectively communicate the strategic nature of QBRs to keep discussions on track.   **Consistency in Data:** Present consistent and meaningful data across meetings to help clients recognize improvements and understand key metrics. **Simplifying Technical Information:** Translate technical details into business outcomes to make QBRs valuable and comprehensible for non-technical stakeholders. **Showcasing Business Outcomes:** Align technology recommendations with the client's business goals to create actionable roadmaps and foster stronger partnerships. 

Send us a Text Message.Hey CX Nation,In this week's episode of The CXChronicles Podcast #229 we  welcomed Richard Convery, Founder & CEO of Ascendr based near London, England. Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading strategic partners here at CXChronicles.In this episode, Richard and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #229 Highlight Reel:**1. Why spending time in various companies/industries gives you a slight edge 2. Entrepreneurs live in a lonely world, it takes years to build & scale companies 3. How customer onboarding resembles joining a new gym 4. Great CX is strategically mapped out, designed & engineered from the first touch 5. Always put yourself in your customers shoes, listen for the good, bad & ugly  Huge thanks to Richard for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Richard ConveryClick here to learn more about AscendrIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a Text Message.Hey CX Nation,In this week's episode of The CXChronicles Podcast #228 we  welcomed Shantel Love, Global VP of Customer Success Clinical & School Assessment based in Henderson, NV. Shantel is also a keynote speaker, author, LinkedIn Top Personal Branding Voice & work place futurist.  Shantel is on a mission to help diverse professionals use their voices on LinkedIn to build powerful and profitable personal brands without being tied their phones, without posting every day, without the gimmicks. Corporate Executive by day and Business and Personal Branding Mentor by night with a passion for seeing diverse professionals win (especially those who are the first, few, and only).In this episode, Shantel and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #228 Highlight Reel:**1. Identifying problems, curating solutions, & hiring A-players to execute CTAs  2. Why so many CX executives thrive & embrace the "customer chaos" at scale 3. Aggregating and normalizing your customer data to create actionable tasks 4. Celebrating your Voice of Champions -- your best & brightest employees 5. Putting yourself in your customer/employee's shoes to understand the journey  Huge thanks to Shantel for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Shantel LoveIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content. You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a Text Message.Hey CX Nation,In this week's CXWeekly Update we walk through some ideas, goals & CTAs to begin overhauling your Quarterly Business Reviews (QBRs).QBRs are one of the easiest ways to make sure that your customer success team is getting regular time with their main POCs or account owners to walk through exactly how your product or service is providing value & hitting the mark set by your sales team at the beginning of the customer journey. There are many ways you can design QBRs or key account reviews for your customers but the most important thing to remember is this is your chance to "wow" your customers every 90 days & prove to them why you're a strategic partner to their business. You can walk through industry updates, product or service usage, account success goals, expectation setting, product updates or new features + changes or updates about your business or team or more importantly your customer's team.  Use this CXWeekly update as a starting point for building out or overhauling your QBR efforts with your team today.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal for the new year at CXC is to create more customer focused business leader content, including more short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Rachel Stanley came to Banzai in 2019 with over 10 years of SaaS onboarding, training, implementation, consulting, e-Learning, customer success, adoption and support experience. When Rachel joined Banzai, Customer Success was the only customer-facing job function.  Since then, Rachel has added Onboarding, Support and Customer Marketing successfully creating a Customer Experience organization that has driven best-in-industry customer satisfaction and grown Banzai's Net Retention Rate (NRR) significantly. Rachel is passionate about building high functioning teams that consistently hit their objectives. Previously, Rachel has held roles at Amazon and ACS Technologies. Rachel lives in the Seattle area.   Questions · Now, we always like to give our guests an opportunity to share a little bit about their journey. So, could you share with our listeners, how it is that you got from where you were to where you are today? · Now, could you tell our listeners a little bit about Banzai and what you guys do? · Banzai focus is really on events and your target is really your marketers are your customers. What would you say are some of your customers main pain points? How is it that you're able to overcome some of those and successfully have a high retention rate because ideally, that's what all organizations aim for, to keep the customers that they have for a lifetime. · Now, seeing that you've been in the Customer Success space for quite some time now, what are some of the emerging trends that you are seeing in the Customer Success space that you believe if that trend continues in a positive way will help to enhance customer experience? · Now, Rachel, can you also share with us what's the one online tool, resource, website or application that you absolutely cannot live without in your business? · Could you also share with us maybe one or two books that you've read, it could be a book that you read recently, or even one that you read a very long time ago, but it has had a great impact on you, and maybe even your development and just your continued growth? · Could you also share with our listeners, what's the one thing that is going on in your life right now that you are really excited about? Either something you're working on to develop yourself or your people. · Now, our listeners would have tapped into this episode, and they're quite intrigued with you, Rachel and they'd like to know how they can reach out to you online where can they find you online? · Now, before we wrap our episodes up, we always like to ask our guests if you have a quote or a saying maybe something that you revert to or use if during times of adversity or challenge, this quote kind of helps to just get you back on track or get you back refocused. Do you have one of those? Highlights  Rachel's Journey Me: Now, we always like to give our guests an opportunity to share a little bit about their journey. So, could you share with our listeners, how it is that you got from where you were to where you are today?   Rachel shared that beginning of her career, she was actually an office manager for many years and an Executive Assistant. So, her customer base was very internal. And then she took the opportunity at ACS Technologies to apply for, she was an Executive Assistant office manager and applied for a onboarding, like specialist or an onboarding role. And so, that was her introduction into customer facing. And from there, it just kind of took off. She went from onboarding to an actual, like implementation consultants, than she ended up leading that team. And so, they mainly focus on training and implementation professional services.  And then coming into Banzai, was really when she wanted to break into customer success, it was still kind of new back then, it's really developed over the years. But at Banzai in the last five years, she's just grown so much, thankfully, there's so many resources like this podcast out there that really explore all the areas of customer experience. So, at Banzai, like Yanique just said, it basically grew from customer success, and then added onboarding and adoption and support and customer marketing has been the latest addition.   About Rachel's Company – Banzai Me: Now, could you tell our listeners a little bit about Banzai and what you guys do?   Rachel shared that Banzai is a Mar Tech company. So, they're all about providing tools that give marketers data. And so, right now, their products are mostly event focused, they have a webinar platform, and then a platform/service that drives registrations to field marketing events. But they are this year is really exciting and they're looking at a bunch of different acquisitions that they're mainly focused on how to provide data to marketers. So, they have visions of becoming a platform that has a tonne of tools for marketers to become a Banzai customer. So, for her this year, cross sell is a big focus.    Strategies for Enhancing Customer Retention in Event Marketing Me: So, Banzai focus is really on events, as you said, and your target is really your marketers are your customers. What would you say are some of your customers main pain points? How is it that you're able to overcome some of those and as I mentioned when I was reading your bio, successfully have a high retention rate because ideally, that's what all organizations aim for, to keep the customers that they have for a lifetime.   Rachel shared that she'll specifically talk about their webinar platform customers, because that's the bulk of their business at the moment. So, the problem they often come to them, she would say most have already at least started a webinar programme, some customers are just starting but their main segment or ICP (Ideal Customer Profile) is mid-market, so most of them have done a webinar programme before but it's been clunky, they feel like their other platform wasn't engaging, and they didn't know how to prove the ROI of their webinar platform.  And so, what they really focus on is, thankfully, their platform is super easy, super clean, and all of that. So, they obviously want to make sure they use all of the features, all of the engaging features to help their audience engage more, but then they also point out all the data they have on the back end that helps them prove the ROI. And so, since their customers are marketers, they're obviously, most of their objectives are providing MQLs (Marketing Qualified Lead) and things like that.  And so, things like their focus rate, like being able to see who was the most engaged in a webinar really can provide like a lead score for them, and then push people over to sales and provide MQLs. And so, that's really where she thinks instead of just kind of letting them just get on the webinar platform and just run a webinar, they're really focused on how to improve the webinar, how to make it more engaging, and how to deliver the data that helps them move those prospects to the next stage of the opportunity.   Emerging Trends to Enhance Customer Success Now, seeing that you've been in the Customer Success space for quite some time now, what are some of the emerging trends that you are seeing in the Customer Success space that you believe if that trend continues in a positive way will help to enhance customer's experience…..generally speaking?   Rachel shared that that's a great question. She thinks internally, like the trend that we're all kind of looked at and focusing on is AI. And so, how can we utilize AI? And she thinks all of us, especially people that work in customer experience, we tend to all really care about people, like we have a lot of empathy, there's definitely like a persona.  And so, she thinks there's some concern in the AI space that like we don't want to be replaced by robots, or probably any function is worried about that. And so, she's trying to learn as much as she can about AI and explore different tools and how it's being implemented. And what she thinks is, we really need to lean into how AI can help us be more efficient, but not replace us, like how can AI free up more of our time to focus on our customers and make sure they're getting the most value out of our product or service?  And so, what she's seeing right now, like with support is, AI can help find an answer quicker, or kind of write a draft of a response to a customer, instead of just like, automatically sending a response to a customer like we've all had the experience of calling in, and they're like asking you to say and it's a robot, like asking you to say what your problem is, and you end up kind of screaming at the phone asking to talk to a representative. That's not the experience she wants for their customers.  And so, what they're leaning into is more like internal efficiencies and she thinks what that allows, it's good for morale, too, because freeing up time allows people to lean into their sweet spots and what they're passionate about, and what she's seeing with CSM (Customer Service Management) specifically is allowing them to spend more time on things like a QBR or just checking in on a customer or joining one of their webinars, things like that. And so, she thinks that's a positive that if we can keep freeing up more time, then that's a trend she wants to continue to lean into.   App, Website or Tool that Rachel Absolutely Can't Live Without in Her Business When asked about an online resource that she cannot live without, Rachel shared that Intercom for them, that's the tool they use for their Support Chat. It also allows them to do like in app pop ups, it could be anything from like a banner announcement to a survey, or announcing a feature release, things like that. It's what allows them to provide fast 24/7 support. For us a webinar, they have customers around the world, and they believe 24/7 support is essential because if something's wrong, it's super stressful in the moment, like, imagine if this podcast was live and there's a technical difficulty. So, Intercom is what allows them to do that and what allows their customer marketing to advertise things, but it's also like how they do like in app onboarding like a product tour when new customers initially joined. So, it's an essential tool for them.   Books that Have Had the Biggest Impact on Rachel  When asked about books that have had a great impact, Rachel shared that over like the Christmas and New Year's break, she read two books that have really kind of framed a theme for her this year. And it's Essentialism: The Disciplined Pursuit of Less by Greg McKeown and The Lazy Genius Way: Embrace What Matters, Ditch What Doesn't, and Get Stuff Done by Kendra Adachi. And both of them aren't necessarily like business books. So, she likes books like that, that you can apply to your personal life and to work. And they kind of have a similar theme and actually though, she read The Lazy Genius Way first, and in that book, or maybe it's her podcast, but she recommended Essentialism.  She said, she reads it reads it once a year and basically Essentialism talks all about doing less but better. And The Lazy Genius Way, her tagline is “being a genius about the things that matter, and lazy about the things that don't.” And so, going into this year with her team, she's just really been talking about like an essentialist mindset. And it goes back to even her original customer facing days of training where she talked a lot about first you focus on what's essential, then what's important, then what's helpful, like when training the customer, and she thinks they can apply that with their own workload, like her team's job is never done, there's always something they could be doing more and better and they get a lot thrown at them. And so, to help with overwhelm and burnout, then focus on okay, but what's essential, like what's essential today, what's essential this quarter for them to hit their objectives and their goals? And it's really been helpful for her personally, and for every member of her team.    What Rachel is Really Excited About Now! When asked about something that she's really excited about, Rachel shared that at the risk of repeating herself, it really is essentialism, even in her personal life, she's trying to just shed doubt, like even parenting, it's kind of like a minimalist in a way but a little bit different. So, she's trying to simplify her life and really focus on the things that are going to make the biggest difference like personally, she's trying to exercise more and eat less sugar like things like that that are essential. And then at work, she's really been focused on like picking the three things that she has to do, like the most essential things in a day and trying to let go of creating a to do list that's 20 things long and feeling like she failed when she didn't do it at the end of the day.   Me: That's a good one. She shared that which is definitely her old way of operating and so ending the day feeling successful is way better.   Me: I agree, especially if psychologically you've conditioned your mind that if the list is smaller and definitely you've done in chunks and more manageable, then it makes it more realistic and provides you with a better transition from day to day, because as you said, you don't feel like you have failed and you feel successful going into the next day.    Where Can We Find Rachel Online  LinkedIn – Rachel Stanley Website – www.banzai.io   Quote or Saying that During Times of Adversity Rachel Uses When asked about a quote or saying that she tends to revert to, Rachel shared that she's going to stick to kind of the theme of the last few questions and because she really does go back to the two quotes of the books she mentioned. Because her biggest weakness is more being a perfectionist and an overachiever. So, “Do less but better.” and basically, “Be a genius about the things that matter and lazy about the things that don't.” It's okay to be lazy.   Me: I love it. Well, Rachel, thank you so much for taking time and coming on our podcast and sharing all of these great insights, sharing about your company, Banzai and also about customer success, and some of the trends as it relates to AI that you believe should continue definitely to free up people's time. As well as what you're working on as you're going forward. So, we just want to extend our deepest gratitude to you.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Essentialism: The Disciplined Pursuit of Less by Greg McKeown •     The Lazy Genius Way: Embrace What Matters, Ditch What Doesn't, and Get Stuff Done by Kendra Adachi    The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

The guys look at the QB room as a whole for the. Giants and assert the skill position talent demands consistency for New York to have success this season. Baseline stats for yardage and QBR set a clear bar for how 2024 can be a productive offensive season. In the UDFA room there are a few names to watch as camp gets. underway, knowing the Giants need to improve depth and push current talent for roster positions. HEAR THE PODCAST: https://podcasts.apple.com/us/podcast/one-giant-podcast/id1481967999 FOLLOW THE SHOW: https://twitter.com/oneGIANTpodcast https://twitter.com/AdamArmbrecht https://twitter.com/amack214 READ ON SUBSTACK: https://substack.com/profile/19781728-adam-c-armbrecht?r=brzog&s=r&utm_campaign=profile&utm_medium=web --- Send in a voice message: https://podcasters.spotify.com/pod/show/onegiantpodcast/message

He is the only quarterback - ever - to only play for 10 seasons and lead his team into the championship game every year of his career. He won the championship seven (7) times. And, yet, when the discussion about who is the greatest QB of all-time comes up, very few football fans mention the name Otto Graham. He played for the Cleveland Browns when they were "born" as an AAFC (All America Football Conference) team. The Browns, simply stated, were the best team in the league. In fact, Graham led the Browns to the AAFC title every year of the league's existence: 1946, 47, 48, 49. When the Browns (along with the San Francisco 49'ers and Baltimore Colts) moved into the NFL, most thought they had no chance to compete. Well, not only did the Browns compete, Graham led them to the NFL Championship in 1950. Graham played with the Browns, NFL-style, in 1950, 51, 52, 53, 54 and 55. He won the Championship withe Bowns three times. The four years he didn't win the Championship, the Browns made the title game, but lost. Graham won the NFL MVP in 1951, 1953 and 1955. In his six years in the NFL, he led the league in passing yards twice, QBR twice and completion percentage three times. Yet, Graham is one of the most overlooked superstars in the history of the game. On this episode of SFH, Ken Crippen from the Football Learning Academy, a football historian, author and expert on the AAFC joins the podcast as we discuss the career of Otto Graham and so much more.

Welcome to our breakdown of Chapter 5 of Clockwork, Revised and Expanded: Design Your Business to Run Itself. In this episode, we discuss: Differences between the QBR and Primary Roles Directly vs. Indirectly serving the QBR Completing the sticky note exercise We suggest that you read the chapter and then come listen to this episode covering pages 71-84 If you would like access to our FREE Study and Discussion Guides, and the ability to binge the podcast instead of waiting for weekly episode drops, you can opt in to a private feed here → http://www.runlikeclockwork.com/bookclub You can share your reflections with us over on Instagram --> ⁠@rlclockwork⁠ If you don't have your copy of the book yet, you can grab a ⁠physical, kindle, or audible version here.⁠

Welcome to our breakdown of Chapter 4 of Clockwork, Revised and Expanded: Design Your Business to Run Itself. In this episode, we discuss: The story behind why it's called the QBR Why we love the Savannah Bananas How the QBR relates to the Big Promise We suggest that you read the chapter and then come listen to this episode covering pages 54-70 If you would like access to our FREE Study and Discussion Guides, and the ability to binge the podcast instead of waiting for weekly episode drops, you can opt into a private feed here → http://www.runlikeclockwork.com/bookclub You can share your reflections with us over on Instagram --> ⁠@rlclockwork⁠ If you don't have your copy of the book yet, you can grab a ⁠physical, kindle, or audible version here.

On today's episode of the Bill Barnwell Show, Bill starts by discussing Jordan Love's record-breaking QBR performance this season and the fascinating contract negotiation with Love and the Packers. Then, Geoff Schwartz joins, breaking down the best fits for the NFL head coaching vacancies, including if Jim Harbaugh is a better fit for the Atlanta Falcons than Bill Belichick and who can fill in with the morbid situation in Carolina. Then, they discuss how Raiders' players have publicly supported Antonio Pierce as their next coach and who is the best fit to transform the Chargers. Plus, they discuss if the Titans and Seahawks should do a Mike Vrabel and Pete Carroll coaching swap.  0:00-7:30 Jordan Love  9:25 Atlanta Falcons  15:16 Carolina Panthers 20:30 Las Vegas Raiders 24:52 Los Angeles Chargers  31:45 Seattle Seahawks  38:14 Tennessee Titans 42:45 Washington Commanders  Learn more about your ad choices. Visit megaphone.fm/adchoices

Getting Trent Williams back from. the injured list was a huge boost for the San Francisco 49ers offense. Brock Purdy is leading the league in passer rating, QBR, yards per attempt -- even dealing under pressure. 49ers defensive line back to getting pressure without the blitz.San Francisco 49ers fans are treated to daily news and analysis with Locked On 49ers, hosted by football analyst Brian Peacock and former NFL/AFL cornerback Eric Crocker.Follow & Subscribe on all Podcast platforms…

Getting Trent Williams back from. the injured list was a huge boost for the San Francisco 49ers offense. Brock Purdy is leading the league in passer rating, QBR, yards per attempt -- even dealing under pressure. 49ers defensive line back to getting pressure without the blitz. San Francisco 49ers fans are treated to daily news and analysis with Locked On 49ers, hosted by football analyst Brian Peacock and former NFL/AFL cornerback Eric Crocker. Follow & Subscribe on all Podcast platforms…

The fellas got together in the capeteria about halfway through the season to have a little fun. Matan starts it off with a little "Guess the Team" based off the grades he's given them. Then, Jack starts a little "Frauds or Not" for this week. Felipe follows up with a couple fun trivia questions about guessing the top 10 QB's in QBR and the top 10 edges with the best pass rush win rate. Then all the fellas end today's show by seeing if a combined roster of multiple horrible teams could possibly be Super Bowl contenders.Follow Caps Off on Instagram (@capsoffpod), Tik Tok (@capsoffpodcast), YouTube (@capsoffpodcast), and Twitter (@capsoffpodcast).Caps Off is brought to you by The Game Day.

Hey, Hey, Hey time for the Two O'clock call of the day! One caller says it was Roberts' fault the Dodgers couldn't advance. Are there any good options for Manager if the Dodgers made a change? Can the guys guess the top 5 QBs right now based on QBR? Mychal Thompson and Pepe Mantilla join the guys in the studio today! Wassup Foo! Learn more about your ad choices. Visit megaphone.fm/adchoices