Vit Muller: 00:00:04

Hello everybody.

Vit Muller: 00:00:04

Welcome to another episode on the High Level Experience Podcast.

Vit Muller: 00:00:08

Our guest today is a fellow high level legend in the space

Vit Muller: 00:00:12

of customer success management.

Vit Muller: 00:00:14

The founder of GoCSM.

Vit Muller: 00:00:16

A visionary who's redefining how SaaS companies engage with

Vit Muller: 00:00:21

their clients to drive success.

Vit Muller: 00:00:22

With a passion for innovation and deep understanding of the intricacies

Vit Muller: 00:00:26

of SaaS operations, he has been instrumental in helping businesses

Vit Muller: 00:00:30

scale and retain customers in a competitive digital landscape.

Vit Muller: 00:00:35

Please welcome to the show, Tim Sabir from GoCSM.

Tim Sabir: 00:00:43

Yes.

Tim Sabir: 00:00:43

Thank you.

Tim Sabir: 00:00:44

Thank you so much, brother.

Tim Sabir: 00:00:45

thank you for the introduction.

Tim Sabir: 00:00:47

I love it.

Tim Sabir: 00:00:48

I always like, oh, who are they talking about?

Vit Muller: 00:00:52

I know.

Vit Muller: 00:00:53

Yeah.

Vit Muller: 00:00:53

It's like blowing up the smoke up my ass when people introduce you on the podcast.

Vit Muller: 00:00:56

I feel the

Tim Sabir: 00:00:56

Yeah,

Vit Muller: 00:00:57

mate.

Vit Muller: 00:00:57

Really good to have you here, mate.

Vit Muller: 00:00:59

we, we've met back in 23 when I went to Dallas for the Level Up summit.

Vit Muller: 00:01:04

We, we spoke briefly and then, you know, I mean we, we, we all hang out in a

Vit Muller: 00:01:08

digital space, so we, we, we, we know of each other and things like that, right?

Vit Muller: 00:01:12

But man, really great to have you here.

Vit Muller: 00:01:14

Really great to have you on the show.

Vit Muller: 00:01:15

Um, to kick things off, could you share with, you know, the listeners,

Vit Muller: 00:01:19

the story behind GoCSM and what inspired you to start a company focused

Vit Muller: 00:01:22

specifically on customer success management and the SaaS industry?

Tim Sabir: 00:01:27

Yes.

Tim Sabir: 00:01:28

Okay.

Tim Sabir: 00:01:28

I, I always say this, the thing is like, it, I didn't have any intention

Tim Sabir: 00:01:34

to create another software to serve my fellow high level agencies.

Tim Sabir: 00:01:39

go.

Tim Sabir: 00:01:39

CSM is a, like, before it's a software, it's a practice.

Tim Sabir: 00:01:43

So, um, and the, the, the, the way we learned and implemented

Tim Sabir: 00:01:48

this practice was so expensive.

Tim Sabir: 00:01:50

When I say expensive, not only spending the money is expensive on the lost, you

Tim Sabir: 00:01:55

know, like sometimes you say, oh, this, I lost a lot in order to build this house.

Tim Sabir: 00:02:00

Right?

Tim Sabir: 00:02:01

Um, I don't know you agree with me or not, or the listeners, we all entered.

Tim Sabir: 00:02:06

this high level or the SaaS game agency model game because

Tim Sabir: 00:02:11

the, the high churn, right?

Tim Sabir: 00:02:13

And we all were tired of that.

Tim Sabir: 00:02:16

And then we entered of the dream of that passive income that would come and, you

Tim Sabir: 00:02:22

know, like that residual income, you know, we were all inspired by all these

Tim Sabir: 00:02:26

core sellers and I was like one of those dick, like I used to make money to buy

Tim Sabir: 00:02:31

courses, make money to buy courses, to, to, I came to a level where we used

Tim Sabir: 00:02:36

to share courses like me and few other agency owners we couldn't afford anymore.

Tim Sabir: 00:02:42

And then just, you know, hey, 500 on you, 500, let's buy and share

Tim Sabir: 00:02:47

the username and password, however we entered the SaaS business.

Tim Sabir: 00:02:51

And then once you get in, you get that dopamine hit, oh my god.

Tim Sabir: 00:02:55

People paying and they're receiving their username and password.

Tim Sabir: 00:02:59

By the way, I created a SaaS agency with the same solutions before even I

Tim Sabir: 00:03:04

know about high level or before high level was existed, but was nightmare.

Tim Sabir: 00:03:08

I used to call my, my developer every time I am signing up at an account.

Tim Sabir: 00:03:13

And he, he used to Uber.

Tim Sabir: 00:03:14

I said, how much you gonna make today?

Tim Sabir: 00:03:16

He, this one I'll pay, just please create this account was a nightmare.

Tim Sabir: 00:03:20

It was a, a WordPress plugin until I found high level.

Tim Sabir: 00:03:24

When Robin gave me the demo, I was like, this is not true.

Tim Sabir: 00:03:28

However, we entered beautiful system, even day one, not today.

Tim Sabir: 00:03:35

That today high level is like unbelievable.

Tim Sabir: 00:03:38

Even day one guys, like high levels promise always been

Tim Sabir: 00:03:42

a wow experience for us.

Tim Sabir: 00:03:44

But then, okay, you, you, you count what I'm taking home money wise.

Tim Sabir: 00:03:49

I used to go bring customer 17, customer number one leaves me.

Tim Sabir: 00:03:54

Then the SaaS business, when you hand them a software, is different

Tim Sabir: 00:03:58

than lead generation services.

Tim Sabir: 00:04:00

SEO used to do for them, and they used to cancel us too.

Tim Sabir: 00:04:03

Okay, why?

Tim Sabir: 00:04:05

Because we charge four, three, $5,000.

Tim Sabir: 00:04:07

Right?

Tim Sabir: 00:04:08

And the way they, they wait the results like, oh, I'm paying you,

Tim Sabir: 00:04:13

you are the most highest expense in my, in my business, let's say

Tim Sabir: 00:04:16

chiropractor, whatever's the niche.

Tim Sabir: 00:04:18

And they used to cancel us.

Tim Sabir: 00:04:20

So we went low ticket software.

Tim Sabir: 00:04:22

Software will serve them.

Tim Sabir: 00:04:23

They're still canceling us.

Tim Sabir: 00:04:26

So we were honestly six people, and they are still huge companies, but they are

Tim Sabir: 00:04:31

discreet about high level so that you don't see them in podcasts and stuff.

Tim Sabir: 00:04:35

we used to attend Paulson's.

Tim Sabir: 00:04:37

We Wednesday lunch and learn something was called.

Tim Sabir: 00:04:40

And however, from the chat, Zoom's chat, we created our own mastermind group.

Tim Sabir: 00:04:45

Like nothing paid, nothing like we just like six, six people.

Tim Sabir: 00:04:50

We used to meet every Thursday after one day of pulse and thing, and we discussed.

Tim Sabir: 00:04:55

So everybody's pain was honestly, I know, like workflows, development, whatever.

Tim Sabir: 00:05:00

We had a uniformed, pain, which is cancellation.

Vit Muller: 00:05:04

Mm-hmm.

Tim Sabir: 00:05:05

That was like everybody.

Tim Sabir: 00:05:06

Okay.

Tim Sabir: 00:05:07

And the way we, the aha moment, okay, why are you doing this?

Tim Sabir: 00:05:11

Oh, to reduce churn.

Tim Sabir: 00:05:12

Why are you doing this?

Tim Sabir: 00:05:12

To gain customers?

Tim Sabir: 00:05:14

To reduce churn, right?

Tim Sabir: 00:05:15

Because when you show the system that the system is amazing.

Tim Sabir: 00:05:20

To any business owner, like show them through three problems, three solutions

Tim Sabir: 00:05:24

that we solve their problems with.

Tim Sabir: 00:05:26

It's incredible.

Tim Sabir: 00:05:28

Guess what?

Tim Sabir: 00:05:29

On top of that, we are giving free trial.

Tim Sabir: 00:05:32

Like there's no brainer for a business owner.

Tim Sabir: 00:05:35

And then they cancel us.

Tim Sabir: 00:05:37

Why?

Tim Sabir: 00:05:38

And we, day by day, we start finding the whys we, which we will talk about

Tim Sabir: 00:05:42

today, and I hope whoever is listening, they will learn those whys, right?

Vit Muller: 00:05:46

are taking up.

Vit Muller: 00:05:46

I'm, I'm, I'm, I'm, I'm, I'm hearing the, the paper people are preparing the notes

Tim Sabir: 00:05:50

Yeah.

Tim Sabir: 00:05:51

So the whys, the whys, the, when we discovered the whys, we didn't

Tim Sabir: 00:05:56

discover it like a podcast like this.

Tim Sabir: 00:05:58

We discover that, oh, here's a big.

Tim Sabir: 00:06:02

Aspect of customers success, right?

Tim Sabir: 00:06:05

Even CSM, the customer success, um, terminology wasn't that much out there.

Tim Sabir: 00:06:11

Now there's customer success book.

Tim Sabir: 00:06:12

There's like CSM practices, YouTube channel, everybody, I,

Tim Sabir: 00:06:16

they should listen and listen.

Tim Sabir: 00:06:18

There's another few other books, but maybe it's for virtual SaaS, you

Tim Sabir: 00:06:21

know, like Canva, Netflix and stuff.

Tim Sabir: 00:06:24

We are in horizontal SaaS business, so it was not such a thing.

Tim Sabir: 00:06:28

So it was all trial and error.

Tim Sabir: 00:06:30

So once we found that we made a practice, it was a PDF, I still have them.

Tim Sabir: 00:06:37

I, I love those days.

Tim Sabir: 00:06:39

so we, oh, guys, this is working.

Tim Sabir: 00:06:41

And then go apply it and that guy, oh, it's working.

Tim Sabir: 00:06:44

And then we still see churn.

Tim Sabir: 00:06:46

And then practice two, practice three.

Tim Sabir: 00:06:47

We're gonna share these stuff and that way.

Tim Sabir: 00:06:50

Go.

Tim Sabir: 00:06:50

CSM.

Tim Sabir: 00:06:51

Okay.

Tim Sabir: 00:06:51

Go.

Tim Sabir: 00:06:51

CSM wasn't, there's no such a thing.

Tim Sabir: 00:06:54

Okay.

Tim Sabir: 00:06:54

The name.

Tim Sabir: 00:06:55

So that practice, we put it together, we did, An app for it, a checklist app

Tim Sabir: 00:07:00

and stuff in, in the, on the laptop.

Tim Sabir: 00:07:03

And then we develop tracking usage and stuff.

Tim Sabir: 00:07:06

We're gonna talk about those areas and aspects.

Tim Sabir: 00:07:09

I call them pillars.

Tim Sabir: 00:07:10

Okay.

Tim Sabir: 00:07:11

And then once we built it, start working for us, we saw like increase

Tim Sabir: 00:07:15

in the income, people not canceling.

Tim Sabir: 00:07:18

They are our customers more rooted to our businesses and our softwares.

Tim Sabir: 00:07:22

They are not canceling.

Tim Sabir: 00:07:23

And few of them, they were like, Tim, why are you not software in this, like this?

Tim Sabir: 00:07:28

Whatever you do, just make it in the cloud and and then sell it.

Tim Sabir: 00:07:33

I was like, who would buy?

Tim Sabir: 00:07:34

He say like, high level agency is growing.

Tim Sabir: 00:07:37

And then I was like, okay.

Tim Sabir: 00:07:39

And they, they, you know, they pushed on me and I was like,

Tim Sabir: 00:07:42

you know what, let me do it.

Tim Sabir: 00:07:44

We did our version one was beautiful, but nothing to compare to, to today's version.

Tim Sabir: 00:07:50

And I went to the summit as exhibitor people.

Tim Sabir: 00:07:55

I'm telling you, I was shocked.

Tim Sabir: 00:07:56

You know, like that founders doubt, they call it or whatever.

Tim Sabir: 00:08:00

Sometimes you do something you think is great or it's working for

Tim Sabir: 00:08:03

you, doesn't mean that would work.

Tim Sabir: 00:08:06

Our booth was the smallest, the simplest booth ever.

Tim Sabir: 00:08:10

Very bad advertising.

Tim Sabir: 00:08:12

yeah.

Tim Sabir: 00:08:13

22 I, yeah.

Tim Sabir: 00:08:15

22 and two.

Tim Sabir: 00:08:16

Yes.

Tim Sabir: 00:08:16

Yeah.

Tim Sabir: 00:08:17

So, once I told every, no, I think 2023, I'm not sure when it was like

Tim Sabir: 00:08:23

we went to, to, to exhibition anyways.

Tim Sabir: 00:08:25

We told, once we told.

Tim Sabir: 00:08:28

About the solution and the problems we solve.

Tim Sabir: 00:08:31

I remember people, like people taking the, Hey, take my credit card, take

Tim Sabir: 00:08:35

my credit, like, I'm signing up today.

Tim Sabir: 00:08:37

And the system was not ready to be honest with you, to, to take this much

Tim Sabir: 00:08:41

people because the onboarding, like we were not actively or actually a,

Tim Sabir: 00:08:47

a SaaS company, you know, what comes like, you know, onboarding and, and,

Tim Sabir: 00:08:50

and cancellations and all of that.

Vit Muller: 00:08:52

Oh yeah, you put yourself in a lot of pain, but you know what I mean.

Vit Muller: 00:08:55

what I wanna say to that is one of the critical things is cash

Vit Muller: 00:08:59

flow soon, as soon as possible.

Vit Muller: 00:09:01

Sometimes people try and develop something to its complete perfection

Vit Muller: 00:09:05

and dangle on the market on to realize people don't want it.

Vit Muller: 00:09:09

So

Tim Sabir: 00:09:10

I done that.

Vit Muller: 00:09:11

MVP is where it's at, and then you keep building and

Vit Muller: 00:09:14

improving best on the feedback.

Vit Muller: 00:09:16

The only way you get the feedback is you get your first,

Vit Muller: 00:09:18

adopters, first users, right?

Vit Muller: 00:09:20

So, and with that, you get some cash flow in.

Vit Muller: 00:09:23

So without money, it's a bloodstream.

Vit Muller: 00:09:25

Without money, your business dies.

Vit Muller: 00:09:27

Right?

Vit Muller: 00:09:27

So I think yes, it's gonna be painful.

Vit Muller: 00:09:30

You've put yourself in the world of misery doing it that way, but

Vit Muller: 00:09:33

I guess it's paid off, right?

Tim Sabir: 00:09:36

Oh, big time.

Tim Sabir: 00:09:37

Not only, financially, to be honest with you, the authority, people's love.

Tim Sabir: 00:09:45

I have people today, you know, my, my, my users are high level agencies,

Tim Sabir: 00:09:50

so, and I start knowing incredible.

Tim Sabir: 00:09:54

Incredible companies that I would never, ever, I know we go to to, to

Tim Sabir: 00:09:59

events and we shake hands, but insights and people sharing with me tips.

Tim Sabir: 00:10:04

I'm learning from them and to, to, to to, to develop my own agency.

Tim Sabir: 00:10:09

Even GoCSM, the feedbacks go.

Tim Sabir: 00:10:12

CSM today.

Tim Sabir: 00:10:13

I don't wanna take the credit that I built it, I built it, to be honest with you.

Tim Sabir: 00:10:16

Version one was, was good, you know, like was solving fewer problems.

Tim Sabir: 00:10:20

But then the customer's feedback, because I have only one agency,

Tim Sabir: 00:10:24

media Shield is my agents, right?

Tim Sabir: 00:10:26

The way it was working for it.

Tim Sabir: 00:10:28

But then I saw other companies, they doing things better than

Tim Sabir: 00:10:31

me and they gave me feedback.

Tim Sabir: 00:10:33

So what we have today and what we have in our, roadmap to fix and, and, and ship

Tim Sabir: 00:10:38

all these new features and solutions.

Tim Sabir: 00:10:40

Honestly, 90% of it is because of our customer's feedback.

Vit Muller: 00:10:46

Man, I think you've gotta give yourself a bit more credit.

Vit Muller: 00:10:48

I, I've heard you speak, on the topic of, you know, getting government grand

Vit Muller: 00:10:52

deals and all those things that you do with your agency media shield,

Vit Muller: 00:10:57

and that's a very unique twist,

Tim Sabir: 00:10:59

Mm-hmm.

Vit Muller: 00:11:00

so well done on that one.

Tim Sabir: 00:11:02

Thank you.

Tim Sabir: 00:11:02

Thank you so much.

Tim Sabir: 00:11:03

I appreciate you.

Tim Sabir: 00:11:04

I appreciate you.

Tim Sabir: 00:11:05

Thank

Vit Muller: 00:11:05

And that's almost like that is in itself, that's a brilliant

Vit Muller: 00:11:08

strategy, which may, may have to dive in in a separate episode for you guys,

Vit Muller: 00:11:11

but in a nutshell, what I've heard Tim speaking about is how you can actually

Vit Muller: 00:11:15

get deals from government because they have these government grants and it's

Vit Muller: 00:11:20

actually, you know, not that complicated.

Vit Muller: 00:11:22

You just gotta get through the process and you get money from the government

Vit Muller: 00:11:26

and then you fulfill on those, you know, it could be a marketing project

Vit Muller: 00:11:29

for, for them or for small business.

Vit Muller: 00:11:32

Lots of different options.

Vit Muller: 00:11:32

But let's not go into that because

Tim Sabir: 00:11:34

I think we need another episode for

Vit Muller: 00:11:36

yes.

Vit Muller: 00:11:36

Yes, yes.

Vit Muller: 00:11:38

All.

Vit Muller: 00:11:38

Let's stay on the, stay on topic.

Vit Muller: 00:11:39

Customer success management.

Vit Muller: 00:11:41

Diving right in.

Vit Muller: 00:11:42

Tim, how do you define customer success and why is it particularly

Vit Muller: 00:11:48

crucial for sales businesses?

Tim Sabir: 00:11:51

Great.

Tim Sabir: 00:11:52

Do you want me to give you my answer, my analogies behind it or,

Tim Sabir: 00:11:56

or go a little bit clicks and stuff.

Tim Sabir: 00:11:59

Like, I always customer success management, whatever, like, okay.

Tim Sabir: 00:12:03

Don't get obsessed with tools and, and features and clicks.

Tim Sabir: 00:12:07

I would call it the relationship.

Tim Sabir: 00:12:10

You know, if you are good in relationship building, I think you

Tim Sabir: 00:12:14

will be good in, in, in building that relationship with your customers.

Tim Sabir: 00:12:17

That relationship with, with, with that, that would last.

Tim Sabir: 00:12:21

I, I, you know, I, okay.

Tim Sabir: 00:12:24

You don't want to lose them.

Tim Sabir: 00:12:25

Right?

Tim Sabir: 00:12:26

The, my analogy is always like this, like just two people dating, okay.

Tim Sabir: 00:12:32

They go to date or before that they text each other.

Tim Sabir: 00:12:36

Online Tinder, right?

Tim Sabir: 00:12:39

I will ask you, what would it take to the girl or to the guy to break

Tim Sabir: 00:12:44

up that, locate that relationship?

Tim Sabir: 00:12:46

It's just text messages.

Tim Sabir: 00:12:48

Block, delete, bomb.

Tim Sabir: 00:12:49

Done another one.

Tim Sabir: 00:12:51

Right?

Tim Sabir: 00:12:52

But if they go to some few dates, you know, they invest some time together,

Tim Sabir: 00:12:57

it's a little bit, they consider, at least they call each other, Hey, sorry,

Tim Sabir: 00:13:01

you know, I wanna end it with you.

Tim Sabir: 00:13:03

But imagine with me if you, if they introduce each other

Tim Sabir: 00:13:06

to their families, right?

Tim Sabir: 00:13:10

It's a little bit harder.

Tim Sabir: 00:13:11

What should I say to my

Vit Muller: 00:13:12

Bit more sticky.

Tim Sabir: 00:13:13

Yeah.

Tim Sabir: 00:13:13

It's more stickiness, right?

Tim Sabir: 00:13:15

Imagine if they make a big wedding and, and courthouses and stuff.

Tim Sabir: 00:13:19

Imagine if they have kids.

Tim Sabir: 00:13:20

Oh, child support and stuff.

Tim Sabir: 00:13:22

So as the relationship gets more complicated, the breakup

Tim Sabir: 00:13:27

will be more complicated.

Tim Sabir: 00:13:29

So many husbands and wives.

Tim Sabir: 00:13:31

They know there are more beautiful, women or husbands or richer, no, they are loyal.

Tim Sabir: 00:13:37

They say, I invested so much with this guy or with this lady.

Tim Sabir: 00:13:40

She's my children's mothers.

Tim Sabir: 00:13:42

She's, that's it.

Tim Sabir: 00:13:43

You know, I wouldn't think about any other person.

Tim Sabir: 00:13:46

Right?

Tim Sabir: 00:13:47

So it's not about shopping, but same thing.

Tim Sabir: 00:13:50

If you build the relationship right with your customers, they will find

Tim Sabir: 00:13:54

about high level, they will find about me or you, you know, offering

Tim Sabir: 00:13:59

pretty much the same services.

Tim Sabir: 00:14:00

They will find cheaper people.

Tim Sabir: 00:14:03

They you with thousand snapshots and they never leave you.

Tim Sabir: 00:14:07

Right?

Tim Sabir: 00:14:08

Why?

Tim Sabir: 00:14:08

Because, oh my God, I, I have customers, I joke with them, why you don't

Tim Sabir: 00:14:12

cancel media show if you are tight?

Tim Sabir: 00:14:14

No way.

Tim Sabir: 00:14:15

Like even if I fire, you know, in front of me, if you, if I fire her, I don't

Tim Sabir: 00:14:19

wanna mention names, I'm not gonna cancel.

Tim Sabir: 00:14:21

And then we make jokes.

Tim Sabir: 00:14:22

Why?

Tim Sabir: 00:14:23

Because they're, everything is with us, right?

Tim Sabir: 00:14:26

They are more rooted, oh my God.

Tim Sabir: 00:14:28

Again, to do all that stuff.

Tim Sabir: 00:14:30

Okay.

Tim Sabir: 00:14:30

You're gonna tell me, okay, Tim, you're right.

Tim Sabir: 00:14:33

Everybody listening to this are able to build such a relationship

Tim Sabir: 00:14:38

with a customer, right?

Tim Sabir: 00:14:41

With one customer.

Tim Sabir: 00:14:41

So easy we build it, we make them use more, adopt all these features.

Tim Sabir: 00:14:47

But how can we, okay.

Tim Sabir: 00:14:48

And our game is not one customer or five, our game is hundreds.

Tim Sabir: 00:14:52

Right?

Tim Sabir: 00:14:52

I will show you our users, you know, there are thousands.

Tim Sabir: 00:14:57

Hundreds or sometimes, you know, even if it's less than a hundred,

Tim Sabir: 00:15:01

they making good income, right?

Tim Sabir: 00:15:03

Why they found a way to do this relationship building, sticky relationship

Tim Sabir: 00:15:08

building, and all these, you know, stickiness and roots in an scalable way.

Tim Sabir: 00:15:14

That's the secret.

Vit Muller: 00:15:16

that's the secret

Tim Sabir: 00:15:16

Does that make

Vit Muller: 00:15:17

let's, let's face it, I mean, high level has its

Vit Muller: 00:15:19

own, it's just a commodity.

Vit Muller: 00:15:21

Like you said, everybody's got it.

Vit Muller: 00:15:23

Lots of small businesses these days actually know about it, that, that we

Vit Muller: 00:15:26

exist as agencies and we are resellers.

Vit Muller: 00:15:29

Um, so yeah, you have to add your own unique point of difference, whether it's

Vit Muller: 00:15:33

the quality of, you know, it could simply be the point of difference being you're

Vit Muller: 00:15:37

not really adding anything new, but it's.

Vit Muller: 00:15:41

It's the quality of how much you care and the support mechanisms that you

Vit Muller: 00:15:44

provide is what they, what they really enjoy and that's why they stay with you.

Vit Muller: 00:15:49

Um, there are some technical specifics when it comes to sas, like keep

Vit Muller: 00:15:53

KPIs, like speed of adoption, right?

Vit Muller: 00:15:57

That's a critical one.

Vit Muller: 00:15:58

'cause relationships, right?

Vit Muller: 00:16:01

But then at the end of the day, it's not that the core product that

Vit Muller: 00:16:04

you're selling is the software.

Vit Muller: 00:16:05

So how fast they're gonna be, you know, how how well they're gonna be benefiting

Vit Muller: 00:16:11

from it is gonna be dictated by the speed of adoption as one of the criteria, right?

Vit Muller: 00:16:17

Do you wanna talk about that?

Tim Sabir: 00:16:19

yes.

Tim Sabir: 00:16:19

But before we talk about cust or like product adoption, can

Tim Sabir: 00:16:24

we, or can I break down the five pillars that customers, success,

Tim Sabir: 00:16:29

especially for high level agencies?

Tim Sabir: 00:16:31

Okay.

Tim Sabir: 00:16:32

This is how we design GoCSM right away we go to, to, to,

Tim Sabir: 00:16:35

to, to, to product adoption.

Tim Sabir: 00:16:38

But before that, or like in, in our story, this is how we found it.

Tim Sabir: 00:16:43

We and so many agencies we thought sign up to.

Tim Sabir: 00:16:50

Like, sign the customer up to your high level and give them

Tim Sabir: 00:16:53

bunch of help docs, right?

Tim Sabir: 00:16:55

And here's the bubble.

Tim Sabir: 00:16:57

If you have any question and you know, contact us and our support, right?

Tim Sabir: 00:17:02

And all that stuff.

Tim Sabir: 00:17:03

We thought things will be good.

Tim Sabir: 00:17:04

And all of a sudden we see canceling, right?

Tim Sabir: 00:17:07

They are canceling.

Tim Sabir: 00:17:08

The thing is, if you have customer asking questions, you have amazing customer,

Tim Sabir: 00:17:15

customer asking questions and whatever.

Tim Sabir: 00:17:17

Oh my god, that's awesome.

Tim Sabir: 00:17:19

Most of our customers, they don't ask, they when they signed up with

Tim Sabir: 00:17:22

you, don't think you closed the deal.

Tim Sabir: 00:17:25

They are just trying you out.

Tim Sabir: 00:17:27

Whether it's trial or even when they pay to see if it's gonna work for them or not.

Tim Sabir: 00:17:32

So many times they come with solutions.

Tim Sabir: 00:17:35

Bookkeepers or whatever software.

Tim Sabir: 00:17:36

I say, okay, let's try it if it's work, work.

Tim Sabir: 00:17:38

If not, hey guys, cancel it.

Tim Sabir: 00:17:40

Same thing.

Tim Sabir: 00:17:41

So what we did, we thought onboarding, onboarding,

Tim Sabir: 00:17:44

onboarding, we learned, we mastered onboarding, which is so important.

Tim Sabir: 00:17:48

So I call it pillar one.

Tim Sabir: 00:17:50

So you should build that pillar in very scalable way where you can do it for

Tim Sabir: 00:17:57

hundreds of clients or tens, right?

Tim Sabir: 00:18:00

And should be perfect.

Tim Sabir: 00:18:03

When I say perfect again, people say, okay, what platform

Tim Sabir: 00:18:07

you use for onboarding?

Tim Sabir: 00:18:08

You know, which calendar?

Tim Sabir: 00:18:10

How many slots?

Tim Sabir: 00:18:11

Okay, leave technical, do whatever works for you.

Tim Sabir: 00:18:15

But I'm gonna tell you something.

Tim Sabir: 00:18:16

Make sure that's perfect, which is.

Tim Sabir: 00:18:19

Promises made, promises kept.

Tim Sabir: 00:18:22

I said this before Donald Trump, by the way, promises made.

Tim Sabir: 00:18:26

I, I made it in a bro.

Tim Sabir: 00:18:27

I I said it in broken language, English, whatever.

Tim Sabir: 00:18:30

So promises made promise.

Tim Sabir: 00:18:32

Again, my analogy is husband and wives vet here.

Tim Sabir: 00:18:36

How many times we hear, I mean, I'm sure you, you have a significant other,

Tim Sabir: 00:18:41

or, or a lot of times we men promise something to their ladies or future wives.

Tim Sabir: 00:18:49

I will buy you that ring.

Tim Sabir: 00:18:50

I will buy you that purse.

Tim Sabir: 00:18:52

Right?

Tim Sabir: 00:18:54

And, you know, things gets great and seriously and he builds house for her.

Tim Sabir: 00:19:00

He makes the most beautiful wedding for her, right?

Tim Sabir: 00:19:03

He take her to a honeymoon.

Tim Sabir: 00:19:05

Amazing stuff like way more expensive than that purse or that maybe even I kind.

Tim Sabir: 00:19:12

They always remember, Hmm, you promised me that purse and you didn't buy it.

Tim Sabir: 00:19:16

Right?

Tim Sabir: 00:19:17

Like, this is psychology of humans.

Tim Sabir: 00:19:19

So when you sign up any customer or when you sell them, make sure

Tim Sabir: 00:19:25

where's the number one thing?

Tim Sabir: 00:19:27

Make them decide to sign up with your high level or with your SaaS, right?

Tim Sabir: 00:19:31

And write that down.

Tim Sabir: 00:19:34

Sometimes I have, we had so many customers, we signed them up for

Tim Sabir: 00:19:40

reviews, for calendar automations, right?

Tim Sabir: 00:19:43

Or for a website, let's say for reviews.

Tim Sabir: 00:19:45

They sign up for that, that, that was the decision making.

Tim Sabir: 00:19:48

Hormonal, you know, push.

Tim Sabir: 00:19:51

And guess what?

Tim Sabir: 00:19:51

Once we sign them up, we see.

Tim Sabir: 00:19:53

Their website is bad.

Tim Sabir: 00:19:54

We build a website.

Tim Sabir: 00:19:56

Their calendar is bad.

Tim Sabir: 00:19:57

Their automation, their QR code.

Tim Sabir: 00:19:58

We do everything.

Tim Sabir: 00:20:00

We ignore that one thing that we, and then that's not a good, or perfect onboarding.

Tim Sabir: 00:20:06

So the onboarding first thing, first, you need to make sure

Tim Sabir: 00:20:09

whatever was their push to sign up, deliver that, don't deliver more.

Tim Sabir: 00:20:15

Or even if you deliver, make sure that's delivered.

Tim Sabir: 00:20:18

So this is what I call a a, a successful onboarding, of

Vit Muller: 00:20:23

almost like the, that that should be the base standard,

Vit Muller: 00:20:25

I think these days anyway.

Vit Muller: 00:20:26

Right.

Tim Sabir: 00:20:28

yes.

Tim Sabir: 00:20:28

But we all, we all do this mistake.

Tim Sabir: 00:20:30

We overdeliver and get excited and we just go and do a lot of thing.

Tim Sabir: 00:20:35

And we don't know the customer.

Tim Sabir: 00:20:36

They signed up, they looking, I do the same thing.

Tim Sabir: 00:20:39

I sign up to a lot of softwares.

Tim Sabir: 00:20:42

For one reason and they go and so like, explain to me a lot of

Tim Sabir: 00:20:46

features and I don't use that.

Tim Sabir: 00:20:48

I don't care.

Tim Sabir: 00:20:48

I want to get that thing because that was my pain that I

Vit Muller: 00:20:51

see what you mean.

Vit Muller: 00:20:52

This

Tim Sabir: 00:20:52

psychologically,

Vit Muller: 00:20:53

So I was gonna segue from this to say, you know, the, the, how you

Vit Muller: 00:20:57

take it to the next level is obviously don't disclose everything and then, and

Vit Muller: 00:21:00

then surprise them a bit, which is the over-delivery aspect, which is deep.

Vit Muller: 00:21:04

I like this is the most effective strategy.

Vit Muller: 00:21:06

When you over deliver, they're gonna love you more.

Vit Muller: 00:21:08

But that means if you wanna overdeliver what you're saying is make sure that

Vit Muller: 00:21:12

you deliver the, the thing that they were expecting in the first place.

Vit Muller: 00:21:16

Then worry about overdelivering.

Vit Muller: 00:21:17

If you don't meet that, what they expect in the first

Vit Muller: 00:21:20

place, then you miss the boat.

Tim Sabir: 00:21:22

a hundred percent value.

Tim Sabir: 00:21:23

Ladder.

Tim Sabir: 00:21:24

We always learn from funnels.

Tim Sabir: 00:21:26

Value, ladder, whatever, upsell in my opinion, you

Tim Sabir: 00:21:29

don't need to upsell for money.

Tim Sabir: 00:21:33

If you could, like a customer signed up for, for with you, for reviews, right.

Tim Sabir: 00:21:37

If you could upsell them.

Tim Sabir: 00:21:40

To buy a phone number from you and put it in their QR codes

Tim Sabir: 00:21:43

and stuff, and billboards.

Tim Sabir: 00:21:45

You upsell them the value ladder.

Tim Sabir: 00:21:46

Okay?

Tim Sabir: 00:21:48

And next, if you do their, like if you do their website to be

Tim Sabir: 00:21:51

with you, that's a value ladder.

Tim Sabir: 00:21:54

Okay?

Tim Sabir: 00:21:55

Don't show them everything that they want.

Tim Sabir: 00:21:57

Find that decision making.

Tim Sabir: 00:21:58

So this was pillar one that we perfectly built it and we saw the

Tim Sabir: 00:22:03

improvement bit when we did that, right?

Tim Sabir: 00:22:07

And after that, right away, we should check the customer satisfaction

Tim Sabir: 00:22:12

level, which I call pillar two.

Tim Sabir: 00:22:14

Okay?

Tim Sabir: 00:22:16

Because you need to make sure that hey, wife, hey, whatever, did I,

Tim Sabir: 00:22:20

whatever I promised you delivered, did, did we meet your expectation?

Tim Sabir: 00:22:24

Yes.

Tim Sabir: 00:22:25

Okay.

Tim Sabir: 00:22:25

And that's so important to ask referrals or to ask whatever.

Tim Sabir: 00:22:29

Don't delay it because the relationship will get old, right?

Tim Sabir: 00:22:33

So.

Tim Sabir: 00:22:34

Customer satisfaction.

Tim Sabir: 00:22:35

This is, I don't wanna go details, but customer satisfaction also, it's something

Tim Sabir: 00:22:41

you need not only happy, unhappy, no.

Tim Sabir: 00:22:44

Sometimes customer's health statuses.

Tim Sabir: 00:22:47

So we have full scoring system.

Tim Sabir: 00:22:49

If you don't mind, I can share my screen

Vit Muller: 00:22:51

Yes, please.

Vit Muller: 00:22:51

Let's do

Tim Sabir: 00:22:52

Yeah.

Tim Sabir: 00:22:53

So I wanna show you in a scalable way how to do it all.

Tim Sabir: 00:22:56

What I'm talking to, about is, is doable when you wanna do 1, 2, 3.

Tim Sabir: 00:23:00

But if you wanna delegate it to a VA or a, an employee, how they can do it in a

Tim Sabir: 00:23:06

perfect way that you are happy and all the check, all the boxes are checked.

Tim Sabir: 00:23:10

So customer's health, sometimes customer's health matters.

Tim Sabir: 00:23:15

If they are financially making money, because if they are

Tim Sabir: 00:23:18

broke, they're gonna cancel you.

Tim Sabir: 00:23:19

Nothing wrong with you and all the checkbox, all the pillars are good,

Tim Sabir: 00:23:22

but just they cannot afford you.

Tim Sabir: 00:23:23

So don't work with startups or, or, or struggling businesses overall.

Tim Sabir: 00:23:29

So when it comes to health, a lot of things matter.

Tim Sabir: 00:23:32

Their feedback, their time spent, right?

Tim Sabir: 00:23:36

So I'm gonna cover the pillar number three and four and then five.

Tim Sabir: 00:23:41

And then we jump in and I will show you how you can utilize

Tim Sabir: 00:23:45

this stuff in a scalable way in the software in GoCSM software.

Tim Sabir: 00:23:50

So when we build the pillar one satisfaction was there.

Tim Sabir: 00:23:55

Hey, my team, me.

Tim Sabir: 00:23:57

Hey guys.

Tim Sabir: 00:23:59

This person onboarded perfectly.

Tim Sabir: 00:24:01

Promises made, promises kept right.

Tim Sabir: 00:24:04

We over deliver value ladder.

Tim Sabir: 00:24:06

Happy, healthy customer.

Tim Sabir: 00:24:08

They're making money.

Tim Sabir: 00:24:09

Two months later, stay close.

Tim Sabir: 00:24:12

they canceled.

Tim Sabir: 00:24:13

Hmm.

Tim Sabir: 00:24:14

This is where you say the product adoption, I call them, Hey, you know, Hey

Tim Sabir: 00:24:18

Justin, Hey Jessica, why you canceled?

Tim Sabir: 00:24:21

Tim, you have awesome system.

Tim Sabir: 00:24:23

I love it.

Tim Sabir: 00:24:24

But honestly, all what I was using was the calendar feature and calendar lease, $15.

Tim Sabir: 00:24:30

You know?

Tim Sabir: 00:24:30

And to be honest, well make sense.

Tim Sabir: 00:24:32

If I was in her shoes, I would cancel it too.

Tim Sabir: 00:24:34

Or like, you know, CRM or what I was using and my, my brokerages,

Tim Sabir: 00:24:38

they, they pro providing me, you know, KV code or whatever.

Tim Sabir: 00:24:42

So, or MailChimp, oh, there's another thing, you know, like we studied,

Tim Sabir: 00:24:48

we need make to make them more rooted, not only 1, 1, 1 feature,

Tim Sabir: 00:24:54

two feature that they can leave.

Tim Sabir: 00:24:55

Like, and then study.

Tim Sabir: 00:24:57

Study.

Tim Sabir: 00:24:57

And then there is something called product adoption, right?

Tim Sabir: 00:25:00

We didn't know about this.

Vit Muller: 00:25:02

and here's the thing, it's about habits.

Vit Muller: 00:25:05

Like we are creatures of habits, so if you allow them to go on for too long.

Vit Muller: 00:25:10

Meaning if you allow 'em to go for too long of using just one feature, that's

Vit Muller: 00:25:14

the one thing that they stick on.

Vit Muller: 00:25:16

That's that habit.

Vit Muller: 00:25:17

They're never gonna go explore the other things because they're busy

Tim Sabir: 00:25:21

Exactly make them busy.

Vit Muller: 00:25:22

they may have bad month, they start to look at expenses, they

Vit Muller: 00:25:26

look at this, like you said, oh, I could just pay Calendly for that.

Vit Muller: 00:25:29

'cause I

Tim Sabir: 00:25:29

A hundred,

Vit Muller: 00:25:30

calendars.

Tim Sabir: 00:25:31

a hundred percent.

Tim Sabir: 00:25:32

So we were shocked.

Tim Sabir: 00:25:33

Like, oh, we have, you know, people got onboarded perfectly, very satisfied.

Tim Sabir: 00:25:39

Few months later, they canceling why?

Tim Sabir: 00:25:41

And then we measured all these features.

Tim Sabir: 00:25:43

We get excited about features.

Tim Sabir: 00:25:45

You know how I get excited about features when they are sticky.

Tim Sabir: 00:25:48

Features all in one inbox.

Tim Sabir: 00:25:50

All in one inbox was a huge thing, or still huge thing for me.

Tim Sabir: 00:25:54

It's not because.

Tim Sabir: 00:25:57

This is how I ask like, Hey team, if we implemented this to our customer,

Tim Sabir: 00:26:01

to a small business owner and if they want to cancel, what would

Tim Sabir: 00:26:05

they lose to cancel this feature?

Tim Sabir: 00:26:08

If the answer is like, for example, all in one inbox, I ask you, what

Tim Sabir: 00:26:12

would a customer lose if they cancel our all in, all in one inbox?

Vit Muller: 00:26:17

History of all the conversations.

Tim Sabir: 00:26:20

Well, they can, they, most of business owners, they don't.

Tim Sabir: 00:26:23

My point, they can get that through the actual inboxes, right?

Vit Muller: 00:26:29

That's fair.

Tim Sabir: 00:26:29

Facebook, Excel, and there's a lot of systems.

Tim Sabir: 00:26:32

So for me, this product, yes, I want them to adopt it, but for me, from one to 10,

Tim Sabir: 00:26:37

these products, I would score it one.

Tim Sabir: 00:26:39

Okay.

Tim Sabir: 00:26:40

Or two social planner.

Tim Sabir: 00:26:42

What they would lose if they cancel us.

Tim Sabir: 00:26:45

Hmm.

Tim Sabir: 00:26:46

You know now Facebook Studio, meta Studios offering this every platform, not much.

Tim Sabir: 00:26:52

I would give it one or two, but a phone number purchased

Tim Sabir: 00:26:55

from us and printed everywhere.

Tim Sabir: 00:26:58

What?

Tim Sabir: 00:26:58

They would lose all that print and billboard, for example, right?

Tim Sabir: 00:27:02

All the people calling that number saved.

Tim Sabir: 00:27:04

Hmm.

Tim Sabir: 00:27:05

I would give this seven or eight.

Tim Sabir: 00:27:07

What would they lose if their domain is from us and their website

Tim Sabir: 00:27:10

perfectly built with us, oh my god.

Tim Sabir: 00:27:12

Headache to talk to another developers and all that stuff, right?

Tim Sabir: 00:27:15

What they would lose.

Tim Sabir: 00:27:16

So just measure this, what would they lose if they cancel or get rid

Tim Sabir: 00:27:20

of this instead of, so measure that.

Tim Sabir: 00:27:23

And for us, someone for example, this in my agency, in my niche,

Tim Sabir: 00:27:27

phone number, whatever, all in one inbox is something is important.

Tim Sabir: 00:27:30

The history is important for something, you rate them, don't copy me.

Tim Sabir: 00:27:33

You measure your own products and solutions.

Tim Sabir: 00:27:36

Which one is more sticky?

Tim Sabir: 00:27:38

Okay, which one is not?

Tim Sabir: 00:27:40

And make that value ladder accordingly.

Tim Sabir: 00:27:42

So we came and we built great software, great, great, solution automation.

Tim Sabir: 00:27:47

So what we built is.

Tim Sabir: 00:27:50

Okay.

Tim Sabir: 00:27:50

Product adoption comes from what?

Tim Sabir: 00:27:52

Either using the feature in a, in, in, in its full potential or like product not,

Tim Sabir: 00:28:01

not adopting a product comes from what?

Tim Sabir: 00:28:04

Either not using a feature with its full potential, right.

Tim Sabir: 00:28:08

Or not knowing that you have that feature in your system.

Tim Sabir: 00:28:13

Examples, I had so many people, they built their website in my

Tim Sabir: 00:28:17

media shield, my white label, high level, and their website is so bad.

Tim Sabir: 00:28:22

And another high level agency that reach out to them with a beautiful

Tim Sabir: 00:28:26

website, customized their logo, whatever, and they take them for a month.

Tim Sabir: 00:28:30

so how to make them, to use that feature, whether website, funnel,

Tim Sabir: 00:28:36

automations, calendar, sometimes they use calendar, but there's no

Tim Sabir: 00:28:39

automation, reminder going for them.

Tim Sabir: 00:28:41

You know, that time we had, campaigns and triggers in two different, tags.

Tim Sabir: 00:28:46

We didn't have all this stuff,

Vit Muller: 00:28:48

Going other days, thank God that was a pain.

Tim Sabir: 00:28:51

I swear.

Tim Sabir: 00:28:52

So that stuff were not there.

Tim Sabir: 00:28:55

So they didn't know they have a calendar and then there's nothing going reminder.

Tim Sabir: 00:28:58

And then other agency reaches out to my customer.

Tim Sabir: 00:29:01

They say, Hey, our calendar, your customer's book, and they receive

Tim Sabir: 00:29:04

your zoom, your stuff, your address, your parking instruction.

Tim Sabir: 00:29:07

They go, I say, oh my God, we had this.

Tim Sabir: 00:29:09

They just didn't know on the

Vit Muller: 00:29:11

You missed the opportunity.

Tim Sabir: 00:29:12

Yep.

Tim Sabir: 00:29:13

I missed to make them properly.

Tim Sabir: 00:29:15

On the other hand, we have so many customers till

Tim Sabir: 00:29:19

today, they use our software.

Tim Sabir: 00:29:22

I check their website and I go, I see a Calendly widget there, or I

Tim Sabir: 00:29:25

receive marketing campaigns from them.

Tim Sabir: 00:29:27

Email.

Tim Sabir: 00:29:27

I see, um, active campaign or like MailChimp, whatever I call customer, I

Tim Sabir: 00:29:32

have some relationship or, or we call them, Hey, why are you using this?

Tim Sabir: 00:29:35

Why are you not using the calendar feature in your media shield?

Tim Sabir: 00:29:39

They say, do we have this feature?

Tim Sabir: 00:29:41

I didn't know then, hey, team, why I'm paying $50 for that,

Tim Sabir: 00:29:45

for form wise and all that?

Tim Sabir: 00:29:47

Like not for type, form, type, whatever it is.

Tim Sabir: 00:29:50

So they cancel and they give back to us.

Tim Sabir: 00:29:52

So we found out either they're not using a feature properly or they, they don't know.

Tim Sabir: 00:29:57

So what we did, we built, we built an automation.

Tim Sabir: 00:30:01

We track their mouse and their pages.

Tim Sabir: 00:30:04

If they are trying to build a website, right?

Tim Sabir: 00:30:07

Right away a message goes to them, Hey, customer, let's say, Hey

Tim Sabir: 00:30:11

Mike, customer, I saw, this is Tim.

Tim Sabir: 00:30:14

I saw you are trying to build a website in Media Shield if you need help.

Tim Sabir: 00:30:20

Book and I will build it for you.

Tim Sabir: 00:30:22

Right?

Tim Sabir: 00:30:22

Or website for social planner or something.

Tim Sabir: 00:30:25

Something.

Tim Sabir: 00:30:25

Hey customer, we saw you are trying to explore social

Tim Sabir: 00:30:29

planner or connect whatever.

Tim Sabir: 00:30:31

Here is a help article or tips and tricks, how to do it best.

Tim Sabir: 00:30:34

Or here's another business out and send them your articles.

Tim Sabir: 00:30:38

Right?

Tim Sabir: 00:30:38

I have so many customers and our GoCSM customers, when they use

Tim Sabir: 00:30:42

this feature, they say the feedback from their customer is amazing.

Tim Sabir: 00:30:46

'cause they say, what?

Tim Sabir: 00:30:47

You were watching me or what?

Tim Sabir: 00:30:49

And there's no software in the world offer this feature unless only high

Tim Sabir: 00:30:55

level softwares who use GoCSM might,

Vit Muller: 00:30:59

if you think about it, it's such a common sense thing.

Vit Muller: 00:31:02

Like for a software company, like it should have it.

Vit Muller: 00:31:04

Like if there's one thing, how would, like if I'm a gym, what's important

Vit Muller: 00:31:08

to me to make, to make sure that the per person keeps coming back

Vit Muller: 00:31:12

to the classes to keep working out?

Vit Muller: 00:31:14

Is the visits like I need the data.

Vit Muller: 00:31:16

I need to know the day, show up with software.

Vit Muller: 00:31:19

I need to know, did they log in?

Vit Muller: 00:31:20

Did they use this?

Vit Muller: 00:31:21

Did they use that?

Vit Muller: 00:31:23

When is the last time they logged?

Vit Muller: 00:31:24

Like, I need to know.

Vit Muller: 00:31:26

'cause otherwise I've got no way to be pro.

Tim Sabir: 00:31:28

Pillar four.

Tim Sabir: 00:31:29

Yes.

Tim Sabir: 00:31:29

You're

Vit Muller: 00:31:30

I'm stealing your thunder.

Vit Muller: 00:31:31

I know, but.

Tim Sabir: 00:31:32

yeah.

Tim Sabir: 00:31:32

No, no.

Tim Sabir: 00:31:33

You know, like the thing is, you know, it, you, you are subject

Tim Sabir: 00:31:36

matter expert in this, but you got like, it's not categorized.

Tim Sabir: 00:31:41

We all knew it, but we didn't know it in an organized way and which way.

Tim Sabir: 00:31:46

So the other feature that we developed is we check if they never checked,

Tim Sabir: 00:31:51

let's say the form builder or the email marketing or any feature we send

Tim Sabir: 00:31:55

them, Hey, customer, do you know we have this feature and I believe it's

Tim Sabir: 00:31:59

great for your volume, custom volume.

Tim Sabir: 00:32:02

For example, business name check, like, you know, watch this video or

Tim Sabir: 00:32:07

book a, you know, feature walkthrough.

Tim Sabir: 00:32:10

We give, we feature walkthrough to show them how this would benefit them.

Vit Muller: 00:32:14

Mm-hmm.

Tim Sabir: 00:32:15

Or we have some features.

Tim Sabir: 00:32:16

For example, we don't need to just reply with, yes, if you want me to

Tim Sabir: 00:32:21

implement this for your account.

Tim Sabir: 00:32:22

If they say yes right away, we get a task created and we implement it.

Tim Sabir: 00:32:26

So this way, what we did, when they want to use a feature, we are aware in

Tim Sabir: 00:32:31

a scalable way, this message goes to hundreds of people, Hey, this is how

Tim Sabir: 00:32:35

to use this feature in a better way.

Tim Sabir: 00:32:38

This is how to maximize the benefit of this feature.

Tim Sabir: 00:32:41

Whether, you know, we offer for heavy features or stickiness feature we

Tim Sabir: 00:32:45

offer, even we do it for you, right?

Tim Sabir: 00:32:47

Or watch this article.

Tim Sabir: 00:32:49

In the other hand, for features that they are not aware of, we

Tim Sabir: 00:32:53

send them, a message or you know, an email, Hey, did you know this?

Tim Sabir: 00:32:57

And again.

Tim Sabir: 00:32:58

Right.

Tim Sabir: 00:32:58

So this way, once we did this with, we saw the product adoption before,

Tim Sabir: 00:33:04

we used to have so many customers they use only the main reason that

Tim Sabir: 00:33:09

they signed up to Media Shield.

Tim Sabir: 00:33:11

The main decision making.

Tim Sabir: 00:33:12

Only that, right?

Tim Sabir: 00:33:13

Because I say why, this is why I signed up.

Tim Sabir: 00:33:16

Once we did this strategy, we saw, hmm, the value ladder or

Tim Sabir: 00:33:20

the product adoption increased.

Tim Sabir: 00:33:23

Does that make sense?

Vit Muller: 00:33:24

Yeah.

Tim Sabir: 00:33:24

And then that point, the big mistake I share with everyone here, I hope

Tim Sabir: 00:33:31

every high level agency to listen to this.

Tim Sabir: 00:33:34

There's a habit going and I was victim of this habit where you sign up or where we

Tim Sabir: 00:33:40

sign up a customer and give them knowledge based document to, to learn how to use it.

Tim Sabir: 00:33:48

This is the hugest mistake I have ever done, and I see a

Tim Sabir: 00:33:51

lot of people still doing it.

Tim Sabir: 00:33:53

Please don't do it.

Tim Sabir: 00:33:54

Okay.

Tim Sabir: 00:33:56

Business owners take this as a rule.

Tim Sabir: 00:33:58

Business owners, they don't learn something new to do something may benefit

Tim Sabir: 00:34:05

them in the future for a future outcome.

Tim Sabir: 00:34:07

They don't, they don't have time.

Tim Sabir: 00:34:09

I don't.

Tim Sabir: 00:34:10

Right?

Tim Sabir: 00:34:11

I know a lot of things I need to learn.

Tim Sabir: 00:34:13

There is a lot of softwares, right?

Tim Sabir: 00:34:16

I need to learn.

Tim Sabir: 00:34:16

I don't Right.

Tim Sabir: 00:34:17

I don't have time.

Tim Sabir: 00:34:18

They don't, they, they're true business owners, okay?

Tim Sabir: 00:34:21

But if something is working for us today, and we seeing the outcome

Tim Sabir: 00:34:27

today and our business is dependent today, we have to learn it.

Tim Sabir: 00:34:34

The reason I that, that this aha moment came to me when, our bookkeeper

Tim Sabir: 00:34:40

kinda got disconnected from us.

Tim Sabir: 00:34:44

I learned bookkeeping, I learned QuickBooks online.

Tim Sabir: 00:34:48

Now I'm an account now, I don't know much, but I was like, what the heck I'm doing,

Tim Sabir: 00:34:52

but I'm learning things are perfect.

Tim Sabir: 00:34:54

I learned it, which is, you know, until I hired someone else.

Tim Sabir: 00:34:58

Right.

Tim Sabir: 00:34:59

So in our case, how can I give this example, onboard them, satisfy

Tim Sabir: 00:35:05

them, make them adopt, make their business, adopt a feature, right?

Tim Sabir: 00:35:10

And then we used to have like a, Hey, Tim, or hey, media shield team.

Tim Sabir: 00:35:15

Can you guys change the awareness day availability from nine to 10 to

: 00:35:20

00 PM to 10 to 5:00 PM right?

: 00:35:22

Or can you guys forward this phone number to, to my cousin or to my, you know, like

: 00:35:27

these kind of questions from Oh, okay.

: 00:35:30

Okay.

: 00:35:31

What we do, we record, we used to record them a bus.

: 00:35:33

Uh uh, Hey.

: 00:35:34

Okay, I will, I will.

: 00:35:36

I'm doing it for you now, but let me show you how to do it next time.

: 00:35:40

So you don't need to get back to me.

: 00:35:42

They listen because they know.

: 00:35:44

They just ask.

: 00:35:45

They listen.

: 00:35:45

So one time teaching or sending them, Hey, this is how you do it.

: 00:35:49

Send them, send them an article.

: 00:35:51

They have to learn it, right?

: 00:35:52

Because they need it.

: 00:35:54

So don't teach them that, like that feature or how to use, like don't give

: 00:36:00

them bunch of help articles, right?

: 00:36:03

Make them needing it.

: 00:36:05

Like don't, don't let them like vitamins and painkiller, right?

: 00:36:08

We all know vitamins are better, right?

: 00:36:10

But we, painkiller products are the best, you know, they sell best.

: 00:36:14

So create that painkiller, create that pain, and give that painkiller.

Vit Muller: 00:36:20

Yeah, I know what I'm trying to say.

Vit Muller: 00:36:21

Yeah.

Tim Sabir: 00:36:22

Yeah.

Tim Sabir: 00:36:22

In fact, Sean.

Tim Sabir: 00:36:25

The founder of high level, the CEO, I have two videos of him.

Tim Sabir: 00:36:28

I wish if I pulled it up and shared it with you, or I will

Tim Sabir: 00:36:31

share it when I share my screen.

Tim Sabir: 00:36:33

He has, a video.

Tim Sabir: 00:36:35

I I steal it.

Tim Sabir: 00:36:36

I recorded it.

Tim Sabir: 00:36:37

He said, you know, I'm, I, I own a very big company, right?

Tim Sabir: 00:36:42

But my number one, success or successful app, or best feature I

Tim Sabir: 00:36:46

have is the customer success, right?

Tim Sabir: 00:36:48

They bring success to you right away, which is how to make money.

Tim Sabir: 00:36:52

They care about that once you make money.

Tim Sabir: 00:36:54

That's it.

Tim Sabir: 00:36:54

So how could you make them log in often, right?

Tim Sabir: 00:36:59

So the pillar for after adopting, make them log in, how they need to

Tim Sabir: 00:37:04

log in, not like, Hey, just log in.

Tim Sabir: 00:37:06

So teaching them how to use it on stuff, and then we start tracking who

Tim Sabir: 00:37:11

logged in and who didn't log in, right?

Tim Sabir: 00:37:13

I. So who hasn't logged in for a, let's say for a week, automatically

Tim Sabir: 00:37:19

a message goes to them, right?

Tim Sabir: 00:37:21

let's say, Hey, there's a business activity going on in your business.

Tim Sabir: 00:37:25

Log in and, and, and, you know, check what's going on.

Tim Sabir: 00:37:29

And if you don't mind, let me show you what I mean with this,

Vit Muller: 00:37:31

Yes.

Vit Muller: 00:37:33

Now we're getting into product demo guys.

Vit Muller: 00:37:35

So if you are listening on audio, um, now be a good time to switch over to YouTube.

Vit Muller: 00:37:40

Um, this podcast is available on YouTube.

Vit Muller: 00:37:43

If you wanna see, what Tim is showing on a screen or is about

Vit Muller: 00:37:46

to show on screen, you do that.

Vit Muller: 00:37:48

But if, you just wanna keep on, keep on listening through audio

Vit Muller: 00:37:51

only, we'll explain it as well.

Tim Sabir: 00:37:54

So when you log into to, to go c sm, basically the login activities,

Tim Sabir: 00:37:59

or let me, let me recap to everything you can do with the system, but again, I don't

Tim Sabir: 00:38:03

want this podcast to be a demo call, okay?

Tim Sabir: 00:38:06

But this is the dashboard.

Tim Sabir: 00:38:07

For example, you will see all your contacts companies, how many SaaS agencies

Tim Sabir: 00:38:13

you have, how many churns, so that your churn percentage shows here, good or bad.

Tim Sabir: 00:38:18

And then features usage, right?

Tim Sabir: 00:38:20

Features.

Tim Sabir: 00:38:20

Usage is also important.

Tim Sabir: 00:38:22

Like how many percentage of the, so 21%.

Tim Sabir: 00:38:25

Honestly, here the system says low, but to be honest, in Mike, we build this

Tim Sabir: 00:38:30

based on books and stuff like, you know, 21%, but high level, like as a software.

Tim Sabir: 00:38:36

21%, features used.

Tim Sabir: 00:38:38

Percentage wise it's low.

Tim Sabir: 00:38:40

But in high level we have so many, features.

Tim Sabir: 00:38:43

So 20% is great if you have these many.

Tim Sabir: 00:38:46

So we need to make this tailored for high level, premium.

Tim Sabir: 00:38:50

I will talk about three premium later.

Tim Sabir: 00:38:53

regular kind.

Tim Sabir: 00:38:53

You know how we have like SaaS companies and then you have regular companies,

Vit Muller: 00:38:58

Like agency companies that don't get login, it's

Vit Muller: 00:39:00

more about create an account to fulfill a loan for them, type of

Tim Sabir: 00:39:03

oh, let me say it in another way.

Tim Sabir: 00:39:05

You know how ti how sometimes we have customers, they are

Tim Sabir: 00:39:07

not subscribed in Stripe.

Tim Sabir: 00:39:09

They are just like a sub account, but they pay us, you know,

Vit Muller: 00:39:12

Right.

Vit Muller: 00:39:12

You've you've got them through a different means to how

Tim Sabir: 00:39:14

Yeah, so this is regular.

Tim Sabir: 00:39:16

And then you have SaaS, but also you can have premium customers.

Tim Sabir: 00:39:21

Premium customers, whether sub-accounts or people, you know.

Tim Sabir: 00:39:24

Sometimes you sign up someone and they like you, and they say, yes, sign me up.

Tim Sabir: 00:39:30

Once you sign them up, they say, Vince, you know what, Tim?

Tim Sabir: 00:39:33

Here's my niece, or Mike is our IT manager.

Tim Sabir: 00:39:37

She will be responsible of mediation care.

Tim Sabir: 00:39:39

You know, guess what?

Tim Sabir: 00:39:41

Now that person is your customer.

Tim Sabir: 00:39:43

If they don't use it, you know they cancel you.

Tim Sabir: 00:39:46

So you need to pay

Vit Muller: 00:39:49

Yeah.

Vit Muller: 00:39:49

So in a nutshell, the customer is not the one who's paying.

Vit Muller: 00:39:52

The customer is the user in this sense.

Tim Sabir: 00:39:54

Who's bringing the success or the outcome of

Tim Sabir: 00:39:57

your software to the business?

Vit Muller: 00:39:58

Yep.

Tim Sabir: 00:39:59

Okay, so the login activities here, you will see it.

Tim Sabir: 00:40:02

For example, you'll see how many people log, not inactive, for

Tim Sabir: 00:40:05

example, three weeks or more, or a month or more this month.

Tim Sabir: 00:40:08

These many people this week, this many people today, these many people, and

Tim Sabir: 00:40:13

we give the same thing in pipelines.

Tim Sabir: 00:40:15

And if you know the power of pipelines and workflows, you know

Tim Sabir: 00:40:18

what you can do with it, right?

Tim Sabir: 00:40:19

We already have automation that goes to them, right?

Tim Sabir: 00:40:22

So you will see today's active users.

Tim Sabir: 00:40:25

See for example, this agency is pretty, active.

Tim Sabir: 00:40:28

So today's active users are this many.

Tim Sabir: 00:40:32

So you can automate them or don't or leave them alone, right?

Tim Sabir: 00:40:36

But if they don't log in, they stay like next day they

Tim Sabir: 00:40:39

will be in this one day idle.

Tim Sabir: 00:40:41

If they stay one week here, they will go one week in active, two weeks, three

Tim Sabir: 00:40:47

weeks, as many as you want, right?

Tim Sabir: 00:40:49

So we give you this in very in, and we call it, go ahead.

Vit Muller: 00:40:55

I was just for the guys listening.

Vit Muller: 00:40:56

So what, what Tim is showing on the screen right now, 'cause you can't see it.

Vit Muller: 00:40:59

It's, he's showing a pipeline.

Vit Muller: 00:41:00

He was showing a dashboard earlier, which I think he got it, but then he's showing

Vit Muller: 00:41:04

a pipeline and there are a couple of stages in the pipeline, which, if you

Vit Muller: 00:41:07

can go back to that one there for Tim.

Vit Muller: 00:41:09

Tim.

Vit Muller: 00:41:09

Um, so you got the stage, um, active users, which is people who are active.

Vit Muller: 00:41:13

They just logged in today.

Vit Muller: 00:41:14

Then you got idle after one day.

Vit Muller: 00:41:16

So people who, you know, haven't logged in in a day.

Vit Muller: 00:41:18

And then it goes into second, a third, third stage, third, third

Vit Muller: 00:41:22

stage in the pipeline, which is one week inactive, two weeks inactive.

Vit Muller: 00:41:26

Keeps going like that.

Vit Muller: 00:41:27

Three weeks inactive.

Vit Muller: 00:41:28

What's that like last after that one?

Tim Sabir: 00:41:30

That's it.

Tim Sabir: 00:41:31

This, this agency, they have it only this much, but

Vit Muller: 00:41:34

That means if somebody is sitting three weeks inactive

Vit Muller: 00:41:36

or one month inactive, this is where you get into like a red zone.

Vit Muller: 00:41:39

This is where you get into, okay,

Tim Sabir: 00:41:41

yeah, yeah, exactly.

Vit Muller: 00:41:43

lose that person really soon type

Tim Sabir: 00:41:45

Yeah, so you need to do something.

Tim Sabir: 00:41:46

So we have automations goes to them.

Tim Sabir: 00:41:48

So for example, if you come to automations and if you come to customer

Tim Sabir: 00:41:53

touch, you can notify yourself.

Tim Sabir: 00:41:56

But when the numbers are login activity, inactive users, so a message goes to them

Tim Sabir: 00:42:01

or an email goes to them, Hey, business owner, or like a contact name, we have

Tim Sabir: 00:42:06

noticed some business activities inside your account that needs your attention.

Tim Sabir: 00:42:10

Please log into your location, name, of course, account, and or

Tim Sabir: 00:42:15

like your, your agency name and to take the necessary actions,

Vit Muller: 00:42:22

So can I, I've got a few questions while we're going through this.

Vit Muller: 00:42:24

Um, this is so.

Vit Muller: 00:42:29

workflows, I would be installing them into my client's sub account

Tim Sabir: 00:42:34

No, no, no.

Tim Sabir: 00:42:35

This

Vit Muller: 00:42:35

or on my agency sub on my, on my sub account

Vit Muller: 00:42:38

that I run my agency through.

Tim Sabir: 00:42:40

No, this is your GoCSM account.

Tim Sabir: 00:42:42

That's it.

Tim Sabir: 00:42:43

Your CSM department, your CSM team, your your GoCSM.

Tim Sabir: 00:42:47

This is a GoCSM account.

Tim Sabir: 00:42:49

You'll receive one account.

Tim Sabir: 00:42:51

It's GoCSM software but integrated with high level.

Tim Sabir: 00:42:54

So everything, you know how to use high level.

Tim Sabir: 00:42:56

We didn't build automations there.

Tim Sabir: 00:42:58

It's weird.

Tim Sabir: 00:42:59

You know how to build.

Tim Sabir: 00:43:00

So we are integrated with high level.

Vit Muller: 00:43:02

Yeah, no, I get that.

Vit Muller: 00:43:03

Um, what I'm saying is, in my, in my agency, in my high level, when I want

Vit Muller: 00:43:09

to integrate your CSMI put these into my agency sub account, install the snapshot.

Tim Sabir: 00:43:17

No.

Tim Sabir: 00:43:18

Imagine this.

Tim Sabir: 00:43:20

You are signing up to, to, to GoCSM and GoCSM will give you a sub account under

Tim Sabir: 00:43:26

portal that gom.com total different.

Tim Sabir: 00:43:29

So you'll be a one customer for our agency basically.

Tim Sabir: 00:43:33

But it's called GoCSM.

Tim Sabir: 00:43:34

So you come here, GoCSM configuration.

Tim Sabir: 00:43:38

You connect everything and then boom, you will see all your dashboards

Tim Sabir: 00:43:43

and stuff in your GO SM account.

Tim Sabir: 00:43:45

GoCSM is a standalone platform.

Vit Muller: 00:43:48

right.

Vit Muller: 00:43:49

So I won't be able to see, I won't be able to manage my customers, from my end.

Vit Muller: 00:43:53

I have to switch over to yours.

Tim Sabir: 00:43:56

No, no, this is not to mine or to yours.

Tim Sabir: 00:43:58

This is an account.

Tim Sabir: 00:43:59

These are all your customers, all your sub accounts will be as companies.

Vit Muller: 00:44:05

Mm-hmm.

Tim Sabir: 00:44:06

and instead of, and instead of, so imagine this location or this

Tim Sabir: 00:44:11

account in GoCSM as your CSM department.

Tim Sabir: 00:44:14

So it's not gonna be a sub account in your agency, just this is the,

Tim Sabir: 00:44:18

the better way of putting it.

Tim Sabir: 00:44:19

It's not a snapshot.

Vit Muller: 00:44:21

Yeah.

Tim Sabir: 00:44:22

Yeah, it's gonna be a different platform.

Tim Sabir: 00:44:25

It's a just like how you use, you know, Asana, how to use whatever.

Tim Sabir: 00:44:29

You log into another platform.

Tim Sabir: 00:44:31

So we have all these features.

Tim Sabir: 00:44:33

Right.

Tim Sabir: 00:44:33

Ingo, CSM, but then the automations part and all that great stuff

Tim Sabir: 00:44:38

go high level is offering.

Tim Sabir: 00:44:40

Now we are utilizing that to give you that because you guys know how to use it.

Vit Muller: 00:44:44

Mm-hmm.

Vit Muller: 00:44:45

So you, it's done through API co connection with my agency.

Vit Muller: 00:44:48

That's how you get access to that stuff?

Tim Sabir: 00:44:50

No, it's just like a regular integration.

Tim Sabir: 00:44:52

Like you just set it up.

Tim Sabir: 00:44:53

We have a, you know, get, get, get started.

Tim Sabir: 00:44:56

Once you click here, this video should show you how to do it step by step.

Tim Sabir: 00:45:01

And that's it.

Tim Sabir: 00:45:02

It's like two steps, basically.

Tim Sabir: 00:45:05

Just connect your, how you connect your stripe to go high level.

Tim Sabir: 00:45:08

Just like same thing.

Vit Muller: 00:45:09

Okay.

Vit Muller: 00:45:10

I get it now.

Vit Muller: 00:45:11

Okay.

Tim Sabir: 00:45:12

Yeah.

Tim Sabir: 00:45:13

So let's come to the dashboard.

Tim Sabir: 00:45:15

In the dashboard again, along, along to like login activity.

Tim Sabir: 00:45:20

Here you will see how many more you have to get that sa.

Tim Sabir: 00:45:24

The one you see here, the SaaS award or the Platinum Award, you can reset it.

Tim Sabir: 00:45:29

So here you will see how many SaaS modes you got activated in every month.

Tim Sabir: 00:45:34

Here what I'm talking about, like you will see how many happy, very happy,

Tim Sabir: 00:45:37

happy, unhappy customers you have.

Tim Sabir: 00:45:40

And all these are also gave to you in tags and pipelines and automations.

Tim Sabir: 00:45:46

So very happy customers.

Tim Sabir: 00:45:48

You can ask them testimonials, referrals and stuff like that, or give them poys.

Tim Sabir: 00:45:52

Unhappy customers do something for them, right?

Tim Sabir: 00:45:55

And healthy and unhealthy customer companies also will be tagged here.

Tim Sabir: 00:46:00

This is the product adoption area.

Tim Sabir: 00:46:03

So here you will see how many people they are using the dashboard

Tim Sabir: 00:46:08

automation conversation, right?

Tim Sabir: 00:46:10

You will see what is most used time spent, how much time is spent they

Tim Sabir: 00:46:14

are spending on each feature, right?

Tim Sabir: 00:46:16

And how many location, so.

Tim Sabir: 00:46:19

And then you can, you know, you can weekly or monthly, you can see it, you

Tim Sabir: 00:46:25

can check an uncheck marketing or you know, everything, you wanna see it.

Tim Sabir: 00:46:29

Login activity.

Tim Sabir: 00:46:31

You also wanna see how much login activity I show you that,

Tim Sabir: 00:46:34

you know, like weekly, whatever.

Tim Sabir: 00:46:36

But also you wanna see if you have done any is better.

Tim Sabir: 00:46:40

You wanna see like, oh, this my, my, my login activity been doing

Tim Sabir: 00:46:44

good the last few weeks, right?

Tim Sabir: 00:46:46

Is increasing.

Tim Sabir: 00:46:47

I wanna see the practice I'm doing is good or not.

Tim Sabir: 00:46:50

Same thing, engagement.

Tim Sabir: 00:46:51

Okay, this is not the same thing, honestly.

Tim Sabir: 00:46:53

This is something, a new feature we just shipped, or about to

Tim Sabir: 00:46:57

ship, I think, the engagement.

Tim Sabir: 00:46:59

So how much your subaccounts, your customers are engaged

Tim Sabir: 00:47:04

with their own customers.

Tim Sabir: 00:47:06

You know, we have so many features inside our high level agencies, or, or accounts.

Tim Sabir: 00:47:11

Are good for engagement.

Tim Sabir: 00:47:13

You know, it's not like website or something.

Tim Sabir: 00:47:15

For example, new contacts, emails sent, how many emails

Tim Sabir: 00:47:19

sent, how many messages, right?

Tim Sabir: 00:47:21

Sent social media messages, sent invoice, sent reviews, received right?

Tim Sabir: 00:47:26

Appointments, booked outbound calls, right?

Tim Sabir: 00:47:30

And the inbound.

Tim Sabir: 00:47:31

And then we have another statistic.

Tim Sabir: 00:47:32

We're gonna show you how many workflows are active, how many calendars, whatever.

Tim Sabir: 00:47:36

So this is engagement.

Tim Sabir: 00:47:37

Also, you can check it weekly or monthly to see your account.

Tim Sabir: 00:47:41

Success management practices, usage report.

Tim Sabir: 00:47:44

Again, dashboard created and all that stuff.

Tim Sabir: 00:47:47

Here's what I'm talking about, right?

Tim Sabir: 00:47:49

So you, you can see this, all these in aggregate level,

Tim Sabir: 00:47:53

sub-account level, user level.

Tim Sabir: 00:47:56

Let me show you the sub-account level.

Tim Sabir: 00:47:58

So if you come to the health, you'll see everything that

Tim Sabir: 00:48:03

we are talking about to you.

Tim Sabir: 00:48:04

Also in the health section, let's say, let's open this customer.

Tim Sabir: 00:48:09

In this location, let's open this customer.

Tim Sabir: 00:48:14

In this location, you'll see how many users are in this location.

Tim Sabir: 00:48:17

And as I mentioned before, who's premium user, you know, and who is

Tim Sabir: 00:48:20

like just an accountant logs in here and takes the numbers and get out.

Tim Sabir: 00:48:24

Right?

Tim Sabir: 00:48:25

Who you wanna track as a premium?

Tim Sabir: 00:48:28

Where is their situation?

Tim Sabir: 00:48:29

And I will show you how this is decided.

Tim Sabir: 00:48:31

The, the, the thriving or, so each customer or each agency,

Tim Sabir: 00:48:37

you have your own priorities.

Tim Sabir: 00:48:39

So for me, login activity and product adoption is so

Tim Sabir: 00:48:43

important and, and the feedback.

Tim Sabir: 00:48:46

So those three stuff for me are important.

Tim Sabir: 00:48:48

But I would give it like.

Tim Sabir: 00:48:49

80, like 40, 40, 20.

Tim Sabir: 00:48:52

So I would make this 40, right?

Tim Sabir: 00:48:56

40% is important.

Tim Sabir: 00:48:58

This is also 40% is important, and feedback is 20% is important.

Tim Sabir: 00:49:04

So based on this, my location will give me who's healthy, who's

Tim Sabir: 00:49:09

unhealthy, who's, who's at risk, right?

Tim Sabir: 00:49:13

So this is also something customizable.

Tim Sabir: 00:49:15

Everybody, like thriving, healthy, steady at risk, okay?

Tim Sabir: 00:49:18

Based on these aspects.

Vit Muller: 00:49:21

Excellent.

Tim Sabir: 00:49:22

So that that comes from that SaaS company.

Tim Sabir: 00:49:24

Premium and feedback requests.

Tim Sabir: 00:49:26

So if they are thriving and happy, ask them feedbacks, right?

Tim Sabir: 00:49:30

And how to ask them.

Tim Sabir: 00:49:31

Feedbacks is just.

Tim Sabir: 00:49:33

Click this, of course, you can ask this from everyone and I'll show you.

Tim Sabir: 00:49:37

It's a small widget on this side just says feedback.

Tim Sabir: 00:49:40

It's not like, that popup annoying.

Tim Sabir: 00:49:42

No.

Tim Sabir: 00:49:43

And also they can get in a smart list.

Tim Sabir: 00:49:46

So the feedback is also customizable.

Tim Sabir: 00:49:49

Now we having more international, German French companies and stuff,

Tim Sabir: 00:49:53

they wanna like customize it.

Tim Sabir: 00:49:55

So they can customize the widget, they can customize the text, whether

Tim Sabir: 00:49:59

you wanna faces or, or, or, or stars.

Tim Sabir: 00:50:02

you know, if they say four or five, you can ask them review or if you can

Tim Sabir: 00:50:07

ask them at video testimonial, right?

Tim Sabir: 00:50:10

Video ask.

Tim Sabir: 00:50:11

So you can customize all that stuff and you can, for example, you can

Tim Sabir: 00:50:16

select everybody, request feedback, and boom, once you do it, it will.

Tim Sabir: 00:50:24

Show that thing here, and they, they can give you the feedback

Tim Sabir: 00:50:28

and then you analyze the feedback.

Tim Sabir: 00:50:30

As you know, let's say you will see read, you know, this is what they

Tim Sabir: 00:50:35

are saying, and here's your feedback analysis throughout the time.

Tim Sabir: 00:50:40

Okay.

Tim Sabir: 00:50:42

However, the system is pretty comprehensive.

Tim Sabir: 00:50:44

It's, you know, just like high level, it has a lot of things.

Tim Sabir: 00:50:48

I don't think it's a proper time to, to, to cover everything.

Tim Sabir: 00:50:51

We just, ano we just shipped the custom menu tracking, so a lot of

Tim Sabir: 00:50:54

people, they have custom menus.

Tim Sabir: 00:50:56

They wanna track who's spending time on that.

Tim Sabir: 00:50:58

We also ship that however,

Vit Muller: 00:51:00

That's great.

Vit Muller: 00:51:01

I like that.

Tim Sabir: 00:51:01

yeah, yeah, yeah, yeah.

Tim Sabir: 00:51:02

Anyways, I, I, I don't wanna turn this podcast to a po to a demo call.

Tim Sabir: 00:51:07

We have so many features.

Tim Sabir: 00:51:08

We have the success center, the, the, the, the widget that will

Tim Sabir: 00:51:12

appear on each location that you will see which location, which employee

Tim Sabir: 00:51:16

logged in and which didn't log in.

Tim Sabir: 00:51:18

You can see all that stuff.

Tim Sabir: 00:51:20

But again, I, I wanna chi chat with you more than giving a demo call, but any of

Tim Sabir: 00:51:25

your listeners in the end of this call, we can like, announce, you know, they, they,

Tim Sabir: 00:51:30

they could get a, a trial or, you know, very special thing I arranged for you.

Tim Sabir: 00:51:35

If you don't mind.

Tim Sabir: 00:51:36

I don't wanna

Vit Muller: 00:51:37

No, why wait.

Vit Muller: 00:51:38

You know, guys, I mean, at this point, so you, what you've seen,

Vit Muller: 00:51:41

you got the idea, it's powerful.

Vit Muller: 00:51:43

You get to, you get to get real data, real insights on what your, um, customers,

Vit Muller: 00:51:49

how they're interacting with your software, what's the adoption rate.

Vit Muller: 00:51:51

And that's obviously been, that puts you in a much more, proactive state.

Vit Muller: 00:51:56

Make sure that you are not losing them right before you lose them.

Tim Sabir: 00:52:00

Hundred percent.

Vit Muller: 00:52:01

Um, so, so that's very, very powerful.

Vit Muller: 00:52:03

Um, the, the value is there and if you guys want this, um, I've organized

Vit Muller: 00:52:08

a little deal, together with Tim before we, you know, record this.

Vit Muller: 00:52:12

Um, so Tim, do you wanna, do you wanna talk to the guys about what the offer is?

Tim Sabir: 00:52:16

Before we talk about the offer, I wanna, I wanna

Tim Sabir: 00:52:20

put, there's a false beliefs.

Tim Sabir: 00:52:23

If I wanna like, maybe word it properly.

Tim Sabir: 00:52:27

A lot of people, which I was one of those two, I used to tell people, ah, you have.

Tim Sabir: 00:52:33

Two customers or 10, I think GoCSM is not for you, it's

Tim Sabir: 00:52:38

for those customers, whatever.

Tim Sabir: 00:52:40

And I found out, honestly, one of our customers opened my eyes to this.

Tim Sabir: 00:52:46

So he signed up and I see he has one customer and even not paying trial.

Tim Sabir: 00:52:50

And I was like, he, I don't wanna mention his name.

Tim Sabir: 00:52:53

I was like, you know what?

Tim Sabir: 00:52:55

I think, I think GoCSM is not for you.

Tim Sabir: 00:52:58

He said, why?

Tim Sabir: 00:52:58

I said, it's for those companies that they have like, you know, 30, 50 customers

Tim Sabir: 00:53:02

or at least 20 customers or more.

Tim Sabir: 00:53:05

He said, isn't for CSM practice.

Tim Sabir: 00:53:08

I say, yes.

Tim Sabir: 00:53:09

He said, I learned, and he was a little bit older guy.

Tim Sabir: 00:53:13

He said, I learned if we are in SaaS business, we need to master

Tim Sabir: 00:53:16

customer success management more than the features and, and, and,

Tim Sabir: 00:53:21

and, and workflows and automations.

Tim Sabir: 00:53:23

I said, I. Okay.

Tim Sabir: 00:53:25

He said, I need to build my CSM practice from day one.

Tim Sabir: 00:53:29

Not like, and hundred percent I agree with him.

Tim Sabir: 00:53:32

That was eye-opening for me.

Tim Sabir: 00:53:34

Why?

Tim Sabir: 00:53:35

We have people, they adopted CSM practices or they didn't.

Tim Sabir: 00:53:40

And once they come to GoCSM, it takes them two, three months to adopt everything.

Tim Sabir: 00:53:46

Right?

Tim Sabir: 00:53:46

Because they are shifting to this eye-opening platform, right?

Tim Sabir: 00:53:50

Versus in the beginning, if you are in the beginning, you

Tim Sabir: 00:53:55

should build your CSM price.

Tim Sabir: 00:53:56

So if you are in subscription business model and you don't know how to keep your

Tim Sabir: 00:54:00

subscribers, stop learning workflows, stop learning all these snapshots and

Tim Sabir: 00:54:06

stuff, learn how to keep your customers.

Tim Sabir: 00:54:09

So from day one, so this was something I, I, I said it in a lot of, Podiums

Tim Sabir: 00:54:14

and, and, and, and, and stages.

Tim Sabir: 00:54:16

Oh, whatever you need after you get this.

Tim Sabir: 00:54:19

No, before you get this, you need to be seven steps ahead of

Tim Sabir: 00:54:23

your customers canceling you.

Tim Sabir: 00:54:24

So if you are listening to this, and maybe sometimes we show

Tim Sabir: 00:54:29

accounts and people, hundreds of customers, no, I did this mistake.

Tim Sabir: 00:54:32

I say, you know what?

Tim Sabir: 00:54:33

I'm not gonna worry to build my CSM until I am 50 30.

Tim Sabir: 00:54:37

Let me bring customers.

Tim Sabir: 00:54:38

Okay?

Tim Sabir: 00:54:38

Bringing customers and they leaving doesn't make sense.

Tim Sabir: 00:54:40

Any sense?

Tim Sabir: 00:54:41

Right?

Tim Sabir: 00:54:42

Any customer renewing Salesforce?

Tim Sabir: 00:54:44

They have renewal department and VP for renewals.

Tim Sabir: 00:54:47

Okay?

Tim Sabir: 00:54:48

However, if you listening to this, I love this guy, and you can shop around.

Tim Sabir: 00:54:54

We have only in the summit, right?

Tim Sabir: 00:54:57

If you go to the summit, you may see some discounts from GoCSM.

Tim Sabir: 00:55:01

Otherwise, we, you know, we are pretty.

Tim Sabir: 00:55:04

Cheap when it comes to, so for, for rich listeners, you

Tim Sabir: 00:55:11

will get 10% discount forever.

Tim Sabir: 00:55:15

Not one year, not six months now, forever.

Tim Sabir: 00:55:18

Okay?

Tim Sabir: 00:55:19

And you won't pay until the account is implemented for you.

Tim Sabir: 00:55:26

Does that make sense?

Tim Sabir: 00:55:27

So, so many times, you know, they want to get this deal and whatever,

Tim Sabir: 00:55:30

but you don't pay until, but again, I know this kind, I have done this

Tim Sabir: 00:55:37

kind of things with, sometimes we say something and it stays online.

Tim Sabir: 00:55:41

And some, some of my pro content, they went viral and stuff, and then

Tim Sabir: 00:55:45

I learned that the promise I made, I just didn't put a limitation on it.

Tim Sabir: 00:55:52

And then I kind of like failed to keep that promise.

Tim Sabir: 00:55:55

And I don't like to do that.

Tim Sabir: 00:55:56

It's my, it's not my culture when I say my, my business culture.

Tim Sabir: 00:55:59

Okay?

Tim Sabir: 00:56:00

So.

Tim Sabir: 00:56:01

I just don't want it to be, you know, like the, like unlimited numbers.

Tim Sabir: 00:56:06

So from your size of audience, I know you have a beautiful audience and you

Tim Sabir: 00:56:11

have, you, the work you are doing, the, the, the professional level you're

Tim Sabir: 00:56:15

doing, I can foresee you growing so much.

Tim Sabir: 00:56:18

I would say it for 75 people.

Tim Sabir: 00:56:21

I could keep this promise for you.

Vit Muller: 00:56:23

Excellent.

Tim Sabir: 00:56:24

Sounds fair enough.

Vit Muller: 00:56:25

Yeah, that's perfect.

Vit Muller: 00:56:26

Thank you so much.

Vit Muller: 00:56:27

So guys,

Tim Sabir: 00:56:28

what they need to do, we built a, a, a landing page, sorry,

Tim Sabir: 00:56:31

to or like, you know, you have it and we give you the, all that stuff, just

Tim Sabir: 00:56:36

highlevelexperience.com/gocsm and they will see all these details for them.

Vit Muller: 00:56:42

So guys, so if you wanna jump on this offer, that team

Vit Muller: 00:56:44

is offering, you GoCSM at 10% off.

Vit Muller: 00:56:46

You don't pay onto the account.

Vit Muller: 00:56:47

It's fully set up.

Vit Muller: 00:56:48

It's an amazing offer for the first 75, agencies that jump on this.

Vit Muller: 00:56:53

Where to get this offer, head over to highlevelexperience.com/gocsm

Vit Muller: 00:56:57

on that page.

Vit Muller: 00:56:58

You know, if you share this page with another mate that's running an agency,

Vit Muller: 00:57:01

they get to also listen to this episode.

Vit Muller: 00:57:04

So it's all nice and easy on that page.

Vit Muller: 00:57:05

And then if you scroll further down on the page, you can also

Vit Muller: 00:57:08

learn about a couple of little.

Vit Muller: 00:57:10

Offers that I have that might support your agency and a

Vit Muller: 00:57:12

couple of, other complementing options such as the, rebuilding

Vit Muller: 00:57:16

calculator, which is pretty handy.

Vit Muller: 00:57:17

And obviously we gotta give a shout out to our sponsors and you get to

Vit Muller: 00:57:20

find out more about what our sponsors at the time of making this at the

Vit Muller: 00:57:24

time of airing this, or at the time of you listening to this episode.

Vit Muller: 00:57:27

Um, you know, who, who are our sponsors and what they offer as well.

Vit Muller: 00:57:30

so everybody wins.

Vit Muller: 00:57:31

Um, Tim, thank you so much for that offer.

Vit Muller: 00:57:34

Let's carry on.

Tim Sabir: 00:57:35

Thank you for having me, and thank you for your sponsors.

Tim Sabir: 00:57:37

I love them all.

Vit Muller: 00:57:40

So I've got a couple of rapid fire questions.

Vit Muller: 00:57:42

I know you run an agency as well.

Vit Muller: 00:57:44

We've covered everything in terms of your CSM, so I'm gonna move past that and just,

Vit Muller: 00:57:47

I wanted to kind of get you to share a little bit about your agency, journey in

Vit Muller: 00:57:51

relation to high level and how you use it.

Vit Muller: 00:57:53

Um, we're not gonna go into the details 'cause we, I mean, we talked about at

Vit Muller: 00:57:57

the beginning you've got very unique model, but what about high level or

Vit Muller: 00:58:01

regionally grabbed your attention?

Vit Muller: 00:58:02

Was there something specific or a problem we were trying to solve?

Tim Sabir: 00:58:05

Honestly the unlimited part, to be honest with you.

Tim Sabir: 00:58:10

the limitation, they, they were so smart when they said everything

Tim Sabir: 00:58:13

unlimited and your price won't change.

Tim Sabir: 00:58:16

And, that was like so sexy offer or you know, like it was super loud.

Tim Sabir: 00:58:22

but that time we were in that ClickFunnels, um, builder

Tim Sabir: 00:58:26

and then it was so similar.

Tim Sabir: 00:58:29

And, but again, again, that white labeling when they make you to feel

Tim Sabir: 00:58:35

that this is your own, this is so much, you know, like for us was, no

Tim Sabir: 00:58:40

brainer because we've been trying to do this and then the unlimited thing.

Tim Sabir: 00:58:45

So I think the best model, you cannot find this offer anywhere.

Vit Muller: 00:58:51

Yeah.

Vit Muller: 00:58:51

Yeah.

Vit Muller: 00:58:52

No, they've got a very smart model.

Vit Muller: 00:58:53

Um, what new high level feature or digital marketing tool are you most

Vit Muller: 00:58:57

excited about using right now and why?

Tim Sabir: 00:59:00

Well.

Tim Sabir: 00:59:02

If I go too so techy, I would say the custom objects.

Tim Sabir: 00:59:06

But if I go simple and easy money making machine, I would go AI agent.

Vit Muller: 00:59:13

Yes, that's a big one for this year.

Vit Muller: 00:59:16

100%. I'm with you on that

Tim Sabir: 00:59:17

I already adopted it.

Tim Sabir: 00:59:18

I made, I'm making a lot of money out

Vit Muller: 00:59:21

yeah.

Vit Muller: 00:59:22

Yeah.

Vit Muller: 00:59:22

There's a lot of money to be made.

Vit Muller: 00:59:24

A lot of businesses need it.

Vit Muller: 00:59:25

It's a massive leverage point.

Vit Muller: 00:59:26

Um, in terms of the future stuff, um, you know, what's on the

Vit Muller: 00:59:30

roadmap for high level, is there a particular feature that you're

Vit Muller: 00:59:32

really excited about, being released?

Tim Sabir: 00:59:36

Honestly.

Tim Sabir: 00:59:37

Just developing more the AI agent and the subject, custom objects.

Tim Sabir: 00:59:43

I think that will be huge game changers, but not for, mediocre SaaS agencies.

Tim Sabir: 00:59:48

I think if they know the SaaS game and if they know a little bit of

Tim Sabir: 00:59:52

engineering, not, not development, engineering, engineering, the

Tim Sabir: 00:59:56

offer, engineering the solution.

Vit Muller: 00:59:59

Yeah, I love it.

Vit Muller: 01:00:01

Now, final question, if you could give one piece of advice for a new high level user

Vit Muller: 01:00:06

to make their life easier when adopting and using high level, what would that be?

Tim Sabir: 01:00:11

I would say learn and okay.

Tim Sabir: 01:00:17

Nobody can, you cannot copy others.

Tim Sabir: 01:00:20

Success.

Tim Sabir: 01:00:22

You can learn from mistakes.

Tim Sabir: 01:00:24

So I don't believe there's one size fits all.

Tim Sabir: 01:00:28

Buying snapshots and applying others people's strategies didn't work for me.

Tim Sabir: 01:00:32

I know like that was huge time wasting because I tried to get the same success

Tim Sabir: 01:00:38

that person had with that snapshot or with that strategy versus I just mind shifting.

Tim Sabir: 01:00:44

Nothing wrong with what people's sharing.

Tim Sabir: 01:00:47

Nothing wrong with that snapshot, right?

Tim Sabir: 01:00:50

That learn from it.

Tim Sabir: 01:00:53

Don't expect.

Tim Sabir: 01:00:54

To have the same stuff.

Tim Sabir: 01:00:56

So learn from the mistakes, don't do the same mistakes, and

Tim Sabir: 01:00:59

get inspired from their success.

Tim Sabir: 01:01:01

I think success is unique for each one of us.

Tim Sabir: 01:01:05

You know, again, if you define success, $200 a month is success.

Tim Sabir: 01:01:09

Well, you can achieve that, as big.

Tim Sabir: 01:01:12

Your, your, your, your, your, your success and your goal gets as hard or unique.

Tim Sabir: 01:01:18

It gets, you need to design it and deserve it and earn it.

Vit Muller: 01:01:22

Everybody's got their own unique circumstances,

Vit Muller: 01:01:24

experiences, skill sets.

Vit Muller: 01:01:27

So I'm hundred percent with you on that.

Vit Muller: 01:01:28

Everybody's going through their own unique journey and business.

Vit Muller: 01:01:31

So, yes, blueprints, solutions, shortcuts, snapshots, they're all great.

Vit Muller: 01:01:37

Um, at the end of the day, you gotta apply it in your own way and, and never

Vit Muller: 01:01:41

expect to be a carbon copy of somebody else's that's been successful because

Vit Muller: 01:01:45

you may be in a different market, you may be in a different country, you know?

Vit Muller: 01:01:48

Yeah, exactly.

Vit Muller: 01:01:49

There's way too many variables to expect that you're gonna have exactly

Vit Muller: 01:01:52

the same success, but one thing's for certain, if you don't give up and if

Vit Muller: 01:01:56

you just keep, keep going ahead and keep going through the struggles and

Vit Muller: 01:01:59

keep, you know, overcoming problems, eventually you'll be successful.

Vit Muller: 01:02:03

Yeah,

Tim Sabir: 01:02:04

percent.

Vit Muller: 01:02:05

Tim, let's wrap up on that.

Tim Sabir: 01:02:08

Thank you so much.

Vit Muller: 01:02:09

that's a strong punchline at the end.

Vit Muller: 01:02:10

Thank you so much for being on.

Vit Muller: 01:02:12

You've shared a ton of value.

Vit Muller: 01:02:13

customer success management is, in a nutshell, very, very important way to

Vit Muller: 01:02:18

reduce churn and be more successful with SAS business, which we're all very

Vit Muller: 01:02:23

passionate about, in this community.

Vit Muller: 01:02:25

Um, so thank you again for, for being on mate.

Tim Sabir: 01:02:29

Thank you so much.

Tim Sabir: 01:02:30

Thank you for everybody listening to us so far.

Vit Muller: 01:02:32

Guys, thank you for listening to today's episode

Vit Muller: 01:02:35

on the high level experience.

Vit Muller: 01:02:36

If you've enjoyed today's episode, then please share it with your fellow agency

Vit Muller: 01:02:40

mates and other high levelers that you think would also benefit from listening.

Vit Muller: 01:02:43

For show notes, links and extra tips to help you grow your agency or your

Vit Muller: 01:02:46

SaaS with high level, please go to high level experience.com and to grab

Vit Muller: 01:02:51

out the, opportunity of the special offer that team is offering on GoCSM.

Vit Muller: 01:02:56

Head over to highlevelexperience.com/gocsm.

Vit Muller: 01:03:00

Thank you and have a great rest of your day, everybody.