Jeff is joined by very special guest and keynote speaker <a href="https://www.linkedin.com/in/athomps/">Aaron Thompson</a> of <a href="https://www.linkedin.com/company/successhacker/">SuccessHacker</a>. Covered lots of ground here, including:
 
<ul>
 <li>Customer Journey Mapping and Funnel Acquisition</li>
 <li>The Trough of Disillusionment and Buyers Remorse</li>
 <li>The 3 D's of Customer Success</li>
 <li>Retention Starts with Implementation 
</li>
 <li>Should CSM’s manage the implementation of the project? &nbsp; 
</li>
 <li>What does an ideal implementation team look like for a SaaS B2b enterprise-focused company? 
</li>
</ul>
Also, check out Aaron's post here with some video explanations of the concepts - https://www.linkedin.com/posts/athomps_customersuccess-onboarding-podcast-activity-6825530250747891712-Sv9s

Episode 22: CSM Case Study - Turning service into (customer) success with Stephanie Kemp

Jeff Kushmerek, with 20 + years of software professional services experience, gets deep into the details of Customer Success, Implementation, and Professional Services in software. Joined by experts in the industry, he covers everything from ops, growing teams, selling services and products, customer success, and everything in between.