Intensity And Professionalism: The Keys To Implementation Success W/ Sri Ganesan The Customer UnSuccess podcast

Intensity and Professionalism: The Keys to Implementation Success w/ Sri Ganesan

1M ago 44:12

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Sri Ganesan shares how bringing intensity and professionalism to implementation projects can dramatically improve customer partnerships and outcomes. The RocketLane CEO details specific strategies for setting expectations, improving communication, and catching issues before they become dealbreakers.
• Intensity means the ball is always in your court - never waiting on customers without following up
• Catch problems early through milestone-based CSAT surveys to identify even "three-star" experiences
• Escalate partnerships quickly when things go off track - it's better you escalate than the customer escalates
• Show professionalism by starting meetings on time, publishing clear agendas, and sending prompt follow-ups
• Set clear escalation paths during kickoff for both sides to maintain momentum
• Be prescriptive and challenge customer assumptions when your experience suggests better approaches
• Turn your implementation team into consultants who understand the domain, not just your product
• Align implementation decisions with executive stakeholders' organizational goals
📢 Guest Spotlight:
Sri Ganesan is the co-founder and CEO of Rocketlane, a modern PSA (Professional Services Automation) platform purpose-built for customer onboarding and service delivery. https://www.linkedin.com/in/srikrishnang/

Connect with Sri:
📧 Email: [email protected]
🔗 LinkedIn: Sri Krishnan Ganesan
🐦X: @SriKrishnanG
🌐 Website: rocketlane.com

📚 Book Shoutouts:

Leadership and Self-Deception – The Arbinger Institute: https://amzn.to/4mdVyeD

Made to Stick – Chip & Dan Heath: https://amzn.to/4kZlCt0

🌐 Website
https://www.joedoestechtouch.com/

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🎙️ Be a Guest on the Podcast
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https://www.linkedin.com/in/josephdigrande

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Chapters

1. Professionalism and Implementation Success (00:00:00)

2. Introduction to Customer Unsuccess (00:00:41)

3. RocketLane Origins and Implementation Challenges (00:01:41)

4. Early Warning Systems and Sentiment Tracking (00:05:26)

5. Escalation Strategies for Customer Partnerships (00:09:50)

6. Customer Preparation for Successful Implementations (00:14:49)

7. Being Prescriptive and Challenging Assumptions (00:21:18)

8. Key Takeaways and Implementation Success Factors (00:38:16)

9. Podcast Wrap-up and Disclaimer (00:42:37)

15 episodes