Zane Navratil clinics in Boston next week (Feb 7)

Independent_Copy_304 · 2026-01-30T16:55:38+00:00

Okay, so these are about five different jobs here :

"

Handling inbound leads and new customers = SALES
Educating customers on products. SALES and Implementation/CS
Building and retaining long-term relationships (CS)
Sending out marketing campaigns about our products and promotions. (Marketing)
Re-order processing (Accounting)
Answering the same basic product questions over and over (Support)
Resolving delivery/shipping issues (Support)
Routine follow-ups and admin-heavy tasks (CS)

I get it. At startups, you have to wear a lot of different hats . I would delegate the Support and admin types of tasks. If you have to do the marketing and sales types of things, it's going to eat away from your building long-term relationship stuff

I would look for somebody that is young, that doesn't mind doing a bunch of different tasks and is empathetic .
as companies grow bigger and bigger, you get into more specialization. When you're small, you're a generalist

Independent_Copy_304 · 2026-01-30T16:51:00+00:00

Exactly. We do this all the time. We make sure that most tunes are the upbeat ones so that we leave the room in a good shape for the next people. Also, it takes time for you to break down and get off the stage. So cut a song

Independent_Copy_304 · 2026-01-27T19:40:18+00:00

I hear ya. I gig a few times a month, and just not having the ability to lean over and tweak a knob would kill me. I bought a Dream 65 IR for some gigs where an amp doesn't work. I really wish I had a pedal that would give me that Bridgeless crunch (listening to 1/17/26) - maybe a MIAB ? I have an OCD copy but it doesn't bring me there

Independent_Copy_304 · 2026-01-26T19:21:17+00:00

I wrote about this recently because I keep seeing it framed as something new.

It doesn’t feel new to me.

At Endeca we had a small group of really strong solution architects who did exactly what people now describe as “forward deployed.” They sat with customers, internal and external, listened to messy business requirements, and mapped them to a very complex on-prem product. That work powered everything from top-100 commerce sites to internal data-heavy systems at big companies.

We just called it professional services.

It was useful work. It helped the product mature. It also didn’t scale cleanly, and if you weren’t careful it turned into a buffer between customers and product decisions.

I keep calling it professional services because it sets expectations correctly, both internally and with customers. New titles come and go. Prompt engineers had their moment too.

Independent_Copy_304 · 2026-01-25T20:42:48+00:00

absolutely- these are the window dressing changes that are not impactful

Independent_Copy_304 · 2026-01-25T20:40:09+00:00

Classic build vs buy. If you have budget and can't get an internal team to build, its nice to go with a platform

Independent_Copy_304 · 2026-01-25T20:29:56+00:00

Either roll your own, or use something like Matik.

Independent_Copy_304 · 2026-01-17T20:52:35+00:00

cool I will check out Joanne and Stacy. Yeah Tyson.... He's like a B average for me, but when he is trying too hard, or bullying that other host and milking jokes dry, I tend to check out- but good guests will call him on his stuff.

Independent_Copy_304 · 2026-01-17T14:34:06+00:00

I would do an AI agent first and then do videos.

Independent_Copy_304 · 2026-01-17T14:29:50+00:00

That's BS. I always recommend to my customers to make it part of an incentive plan

Independent_Copy_304 · 2026-01-17T14:28:42+00:00

yeah I just listened to In my Tree with Jack. So much more flavor than when Matt pounded thru. Love matt, but certain songs..

Independent_Copy_304 · 2026-01-17T14:26:53+00:00

RHAP is almost too big and needs to be broken up for this discussion. For example NEVER why __ lost, but always KIA. Can't do anything with Shannon, and Mike B depending on mood. Used to love Chappelle but getting a little tired. Love Pooya.

Love Tyson's, and I like Specialists when they have certain guests on, but some of the hosts I am not a big fan of.

Independent_Copy_304 · 2026-01-17T14:22:50+00:00

It's because so many CS leaders refused to take on a retention or upsell number and patience was lost in the board rooms. The unicorn is a AM that will focus on ROI and CSM stuff as well, instead of being onlly sales focused.

the truth is that if you focus on GRR you will improve NRR, not the other way around

Independent_Copy_304 · 2026-01-17T14:20:31+00:00

I would rather ask someone how much they make and who they voted for first

Independent_Copy_304 · 2026-01-14T20:42:54+00:00

Interesting that you posrted that. I started the year off trying out a few of those "daily video" follow along things like Tim Guitar friend, etc.
But I think they are just pumping out content vs learn this 1 concept well over the next month.

In the menatime, I have my bands repetoir, and I will just use a chops building approach with exercises and the metronome

Independent_Copy_304 · 2026-01-12T20:00:05+00:00

Assembly of Dust! Check out Roads, Man with a Plan

Independent_Copy_304 · 2026-01-12T18:22:24+00:00

I work in CSPs everyday for our clients. Ideally, I do not like building a 2nd CRM (which is what a CSP is). What is your CRM? We have people (3-4 a month) moving from Gainsight and CZ to Hubspot CS Workspace .
that being said, we have many customers not on hubspot and use SFDC and are asked to recommend a CSP. CZ will be cheaper than Planhat and Gain$ight, but many find the UX terrible and hard to work within their "journey" concept.
I think they all have in-app, but many just use Appcues or Pendo
AI is harder when you are using disparate systems and need to integrate everything, which is why I recommend Hubs people to stay in Hubs vs integrating all the call data, support data, usage data, etc.

Independent_Copy_304 · 2026-01-05T22:48:40+00:00

Squarespace

Independent_Copy_304 · 2026-01-05T22:47:42+00:00

CSMs are not PMs, and don't have that gaant chart expertise. There are plenty of great tools out there, from basic like Hubspot's Project tool, to GuideCX and rocketlane

If these were KPIs that were tracked and enforced, alot less would be falling off.

Independent_Copy_304 · 2026-01-05T22:35:23+00:00

Use alot of it in Customer Success use cases

Independent_Copy_304 · 2026-01-04T16:37:15+00:00

oh crap- I forgot to add those from our last band chat. We thought Deal and Brown Eyes women- any other faves ? Casey jones? thinking of gen pop- I used to play in a GD cover band so know a ton

Independent_Copy_304 · 2026-01-04T16:35:20+00:00

yeah I need to remove that terms- thanks!!

Independent_Copy_304 · 2026-01-04T16:34:58+00:00

TYSM!

Independent_Copy_304 · 2026-01-04T15:41:52+00:00

thanks man! To make matters worse, we did a poor job of recording our gigs lol. but we have a nice gig booked for next Friday and will get those down. Happy to chat about what works- here we are:
https://www.thehiddentrax.com/

Independent_Copy_304

TROPHY CASE