Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community.
While we do start with a fun 'this or that' activity on albums, in this fun convo, we delve into all sorts of great topics related to digital CS including:

• Jeff's general approach to consulting
• When his clients are NOT ready for a digital program
• Human & Digital motions working together instead of replacing each other
• How hiring junior CSMs for digital isn't necessarily the right staffing fit
• Digital signals beyond basic login metrics
• Sales to CS handoff
• Operational rigor to make digital motions work
• CS & Product interaction

This was a fun one which made me smile listening back to it during the edit.
Enjoy! I know I sure did...
Jeff's LinkedIn: https://www.linkedin.com/in/jeffkushmerek/
Infinite Renewals: https://www.infiniterenewals.com
Resources Mentioned in this Episode:

• Gain Grow Retain Podcast: https://podcast.gaingrowretain.com/
• Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/
• SaaStr Podcast: https://www.saastr.com/podcasts/
• The Team House Podcast: https://podcasts.apple.com/us/podcast/the-team-house/id1492797340
• Zero Blog Thirty Podcast: https://podcasts.apple.com/us/podcast/zero-blog-thirty/id1151856991
• Conan O'Brien Needs A Friend Podcast: https://teamcoco.com/podcasts/conan-obrien-needs-a-friend

Shoutouts:

• Colleen Stein @ Churn Zero
• Dan Ennis @ Monday.com
• David Epperly @ Blackpoint Cyber
• Kara Smith @ Searchspring

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Luvut

1. Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028 (00:00:00)

2. Music Banter and Digital Customer Success (00:00:03)

3. The Concept of Digital CS Consulting (00:11:01)

4. Digital and Human Interactions in Customer Service (00:21:34)

5. Customer Success Manager Hiring Strategies (00:28:12)

6. Sales to CS Handoff (00:31:40)

7. Improving Sales to Customer Success Process (00:35:15)

8. Prioritizing Product Features and Content Preferences (00:42:01)

9. Food Conversations and Office Pranks (00:54:18)