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Mickey Powell:
Yeah. Why why isn’t the intro song From John.

Jon Johnson:
You guys can’t afford me.

Interlude:
Woah. Woah.

Kristi Faltorusso:
Yeah. I can’t afford him. I I would love for John to write my, like, intro music for something, but I can’t afford that.

Jon Johnson:
Christy, I actually have, this, like, little intro ditty that I wrote, for a project that we Tried about a year ago. I’ll send it to you.

Kristi Faltorusso:
And Did it fail because of the Diddy?

Jon Johnson:
No. No.

Josh Schachter:
If we were to write a a theme song for Christie, what would it be?

Jon Johnson:
The best, The

Josh Schachter:
best I ever had.

Jon Johnson:
That’s it.

Kristi Faltorusso:
Sounds like something my ex boyfriends would be singing.

Mickey Powell:
Mine too. Wait. Wow.

Jon Johnson:
That didn’t work away.

Josh Schachter:
John, what would be a good way? If we if we wanted to hire you to to to write that theme song, the jingle for for CS and BS, how much would we

Jon Johnson:
have to pay you? The The problem is it’s not a money thing. It’s, it’s an it’s an emotional competency thing. What

Kristi Faltorusso:
does that mean?

Jon Johnson:
I am really sensitive about my music. Like, I’m really personally like, even if it’s just Somebody pays me to do something and I deliver it. Like, I really struggle if somebody’s like, oh, fuck this next. You know what I mean? Like and and Josh, I’ve learned your personality very well. And and I would send you 10 m p threes, and you would blow through them in 30 seconds and be like, no. Give me something else. And I actually have the same conversations with, the publishing group that I work with for because I do, like, spec work for, like, film and TV. Right? And I send, like, these really heartfelt things, and this guy is like, nope.

Jon Johnson:
Nope. Nope. Nope. I’m just like, oh, oh, ow, Ouch. Oh. What if what if I

Josh Schachter:
promise you what if I promise you that

Mickey Powell:
Don’t make promises you can’t keep, Josh.

Kristi Faltorusso:
Well, that’s true. I know. Josh is like, the first one you send me, I won’t and just I’ll just use whatever you send me. Just 1 and done, and then Josh will just be miserable every time he hears Play? He’ll just play. No. No.

Mickey Powell:
No. He wouldn’t he wouldn’t do that. Josh wouldn’t use it because Yeah.

Jon Johnson:
I think he’s done

Mickey Powell:
with the things standards, And that’s a good thing. No.

Jon Johnson:
No. No.

Josh Schachter:
And I

Jon Johnson:
don’t I actually don’t I don’t think it’s a bad thing. I I think what I’ve noticed is that type of drive Tends to deliver faster. And, I personally, as an as a creative, I need to have A motivation outside of somebody else’s drive. Does that make sense? Like

Mickey Powell:
Yeah.

Jon Johnson:
If I’m in if I have a moment where I’m like this like, it would have to be, Hey. When I get it done, when I have a moment. Do you know what I mean? You can’t yeah. That sounds like

Josh Schachter:
a joke. In 2024?

Mickey Powell:
That’s the 2nd January now. You would use.

Josh Schachter:
2020. Like, December 31, 2024. Can we read words that

Jon Johnson:
you would describe that you would want this intro

Kristi Faltorusso:
Oh, this is already too much work.

Mickey Powell:
This is why I always chat TPT folks. Family’s a good one.

Jon Johnson:
Family. I like that. That’s good. Alright.

Mickey Powell:
I think family means a lot to all of us. Right?

Jon Johnson:
It does. Yeah. Yeah. Yeah. What else? Morose? Because I write really sad.

Josh Schachter:
Crafts. Crafts.

Mickey Powell:
Crafts. Look at

Jon Johnson:
Okay. Just look at this Have you heard my fuck you Donald Trump song? You haven’t, have you?

Mickey Powell:
Look at these morose motherfucker. Trump song?

Jon Johnson:
Oh, I wrote the best. It went it got a little bit of trendy on top.

Josh Schachter:
Getting political on this episode.

Interlude:
No. It’s just a beautiful

Jon Johnson:
I’m actually talking about his acting career personally. Yeah. I do need a 30 sec it’s actually He’s

Kristi Faltorusso:
an actor outside of Home Alone 2?

Jon Johnson:
Yeah. He’s star of Home Alone 2 Lost in New York. That’s right.

Josh Schachter:
We’re still getting royalty.

Kristi Faltorusso:
I mean, listen. Every every time during the holidays right now, he is just rolling in dough.

Jon Johnson:
Yeah. Yeah. Yeah. Just rolling in those with the the

Mickey Powell:
Royalty jets.

Jon Johnson:
Station that plays Christmas music. Is it TMZ? I wanna Call those TMZ residuals? Yeah. No. I’ll send it to you, Christie. It’s pretty great. It it was really fun.

Mickey Powell:
Should we

Jon Johnson:
I was very

Mickey Powell:
happy about it. An episode today? What’s today’s episode?

Jon Johnson:
What what are we oh, we’re just hanging out?

Kristi Faltorusso:
We’re episode we’re episoding right now. What do you mean?

Mickey Powell:
This is not a bad idea. We were

Jon Johnson:
bailed on. No.

Kristi Faltorusso:
No. No.

Jon Johnson:
Yeah. Listen. They

Kristi Faltorusso:
We all have businesses to run. Right? And sometimes the business things, Trump the other things.

Jon Johnson:
You’re still talking about Trump?

Kristi Faltorusso:
Interesting. Do you know that Trump is the last word I use in Trump is the first word I use in Wordle Every single day.

Jon Johnson:
Wordle every single just in case. I love it.

Kristi Faltorusso:
I have 3 words. I start with Wordle every day. Trump is the first one.

Josh Schachter:
Krissy, Tell us about the business emergency, why Dave couldn’t be on the show today.

Kristi Faltorusso:
I need him to finish things that are impacting 2 renewals, 2 very big renewals that I need Done by December 31st and with legal teams and finance teams and everything being out, he needs to prioritize that today. These are big.

Jon Johnson:
I love it. Good. Focus on those reviews. Oh.

Kristi Faltorusso:
He asked me. He said, is it going to be, like, He said, is it the end of the world if I prioritize this over that? And he had an emotional debate because that’s what he does because he wants to do the right thing all the time. And I said, I would take the heat for one because I need to prioritize our revenue. Yeah. Sorry.

Mickey Powell:
I love that.

Josh Schachter:
So for those that maybe maybe we’ve got ahead of ourselves. For those that that were not aware of our about text messages. We were going to invite Dave Blake.

Kristi Faltorusso:
Wait. Other people aren’t

Josh Schachter:
reading them?

Jon Johnson:
No. I just actually have the RSS feed to Twitter.

Mickey Powell:
Yeah. Yeah. Yeah. I host the back. So Dave Blake. Talk.

Josh Schachter:
Dave Blake, founder and CEO of Client Success, was going to be the the guest de jure of the week here, and, but but had an emergency. I wanted to hear all about the origin of client Success and

Mickey Powell:
Family Law.

Kristi Faltorusso:
Back on in January. He is very he is very excited to do this show because he likes that story so much, and I think it’s an important one for folks to hear. So we do need to get him rescheduled for January. He is very apologetic. But like I said, I made the executive decision that he needed to prioritize those things.

Jon Johnson:
Yeah? I’m gonna make sure that he has a microphone, tent that says

Kristi Faltorusso:
David Is it microphone flag? It’s a flag flag.

Josh Schachter:
Is it

Kristi Faltorusso:
the it’s not a tent. It’s a flag. It’s called a flag. I don’t know.

Josh Schachter:
So we’re heading into 2024. This is is this the last episode of the year?

Mickey Powell:
Yeah. It is. Right?

Josh Schachter:
Because we’re not doing it on Christmas.

Mickey Powell:
Oh, yeah. Because we should totally do it.

Kristi Faltorusso:
Guys, but Christmas day. Would record on Christmas.

Josh Schachter:
Yeah. So so should we do, like, a little unwrap to 2023 unwrapped and then look into 2024?

Kristi Faltorusso:
Yes.

Mickey Powell:
Yeah. Might

Jon Johnson:
as well do it.

Kristi Faltorusso:
Sounds like something I proposed in our text thread.

Josh Schachter:
Well, you did the 24 piece. Yeah. So so How

Jon Johnson:
many times did you guys think about quitting this year?

Josh Schachter:
That’s a terrible question for many reasons.

Jon Johnson:
Oh, more

Mickey Powell:
than You go first. More than 0. More than 0 times.

Josh Schachter:
That’s that’s, so let’s let’s let’s get this screwed back on right here. And, What’s been like let’s start with the I mean, this is the easy one to think of, like, the highs and lows. Well, you know, like Yeah. Yeah. Professionally. We’re

Jon Johnson:
all headed towards the same cliff here, guys. It’s the same alright. I’ll go first. Actually, how oh, Mickey, you go first. Mickey, you go first.

Mickey Powell:
No. High Professionally was was, first revenue at UpdateAI. 100%.

Kristi Faltorusso:
That’s cool. That is a big one.

Mickey Powell:
That’s the first time I’ve ever gone actually, sorry. That’s not entirely true. I did sell candy bars illegally at my school in 7th grade.

Interlude:
Illegally?

Josh Schachter:
Yeah.

Mickey Powell:
I wasn’t allowed to do that. Yeah.

Jon Johnson:
Yeah. Duh.

Mickey Powell:
How else

Jon Johnson:
do you sell beauty bars?

Mickey Powell:
Are you allowed to set yeah. Are you allowed to, like, sell the Entrepreneurship.

Kristi Faltorusso:
I don’t know. For supply and demand, if somebody wants something

Jon Johnson:
I know.

Kristi Faltorusso:
And they’re willing to pay for it.

Mickey Powell:
Yeah. Yeah. The principal tried to shut me down, and I just yelled free market at him, and I ran away.

Jon Johnson:
I declare bankruptcy.

Mickey Powell:
I went and found a kid named Adam Smith, and I was like, tell him. Tell what I’m telling you. No.

Jon Johnson:
Oh, that’s good. Okay, Christie. You’re up.

Kristi Faltorusso:
High for this year?

Jon Johnson:
Yeah. You’re well

Kristi Faltorusso:
my professional high. Right? Yeah. Okay.

Jon Johnson:
Yes.

Kristi Faltorusso:
I’m gonna say can I give 2? Can I give a client success related one? And then can I give, like, Falteruso on?

Josh Schachter:
Yeah. I mean, I was gonna guess that your high was getting the KF mic flag, but

Jon Johnson:
it’s a tip.

Kristi Faltorusso:
I mean, it definitely is. It’s part of that. It’s a flag. So I would say that that my highlight my client success highlight of this year is CS 100, hands down. Yeah. This year, we were not sure if we were gonna We were gonna host the event, to be very honest with you. We were watching the market. We weren’t sure we’d be able to sell tickets or get sponsorship, and We it was a game time decision to do it, and Dave, myself, and and a team, we pulled it together, and I would say 70 days.

Kristi Faltorusso:
And the event was flawless. And so I would say having that event go as well as it did From the weather to the food, the attendees, the content, everything, it was it was flawless. I would say that was definitely my big client success high. My personal high this year, I think, would be, like, Launching all of my things. I launched a a course. I launched my new website. I did everything under the Christy Feltrous umbrella, some consulting and stuff. So I think just trying to, like, Have a breakthrough year of some of my things around my own brand.

Kristi Faltorusso:
Pretty exciting.

Mickey Powell:
Heck yeah.

Josh Schachter:
Cool. I

Mickey Powell:
love that.

Kristi Faltorusso:
Yeah. Yeah.

Mickey Powell:
Making this all look like bags of

Jon Johnson:
Shit. Bunch of chumps over here. I woke up this morning.

Kristi Faltorusso:
The day that you should be

Jon Johnson:
Yeah. I mean, I think for me, We went through a, merger and an acquisition, an m and an a, this year, we were acquired, and then we merged with our, main competitor, in the marketplace. And I think for me, it was it was really this quarter when, like, the engines kinda turned over for the 1st time. I don’t know. If you’ve been a part of a merger and acquisition, like, There’s a lot of chaos and there’s a lot of things, and there’s a lot of opinions in people. And I think, we really kinda hit Astride, and it it’s starting to feel a little bit more like a cohesive unit, which is really helpful to do things and to feel self confidence. Right? And, you know, I would like to take a 100% of credit for that. It’s all it’s all because of me.

Mickey Powell:
Yeah. That’s right.

Jon Johnson:
But most importantly, the the accounts that my team manages and and and the things that I’m responsible for have stayed, steady and, absolutely, like, rock solid throughout this kind of process. And it’s really given me, like, a, I think a a a new perspective on on, like, what stability and revenue looks like. It’s a pretty cool learning experience how to See chaos and kind of, like, set some motions, expect it, plan for it, and then kinda deliver still continue to deliver what our customers expect.

Josh Schachter:
Personal high for me this year involves chocolate cover shrooms at ACL.

Mickey Powell:
And there were just that. National highs?

Jon Johnson:
In Raleigh, that was a different kinda high. I went to see big boy on my mushrooms.

Josh Schachter:
Wrong eyes. Wrong eyes. No. You know what? It would be my my personally, it would be my budding relationship with Jessica with Jess.

Mickey Powell:
She needs

Jon Johnson:
to go by Jessica. Woman.

Josh Schachter:
Yeah. She’s not that bad. John and Christie. John and Christie were the were the first of my friends. They they were both in New York. We’ve met in in Queens, and they were you guys were the first, to meet her and to do my vetting because And we didn’t even scare

Kristi Faltorusso:
her away.

Jon Johnson:
No. We both tried to steal her too at the same time.

Interlude:
How so?

Kristi Faltorusso:
We love her. We love her.

Josh Schachter:
No. Well, that that that that goes back to John’s, you know, his his concert tour days. But, yes.

Jon Johnson:
No. That’s good. Okay. Are we gonna talk about Lowe’s now?

Josh Schachter:
Professionally professionally, For for me, with UpdateAI, it it like, Nicky said, it’s there could be so many sub things from this, but it’s just going from 0 to 1. Like, We we clearly went from 0 to 1 within, like, this past year. And, whether you measure that in revenues or, maybe you might write measure it in my being named a top 25 CS influencer. That’s a joke. That’s a that’s a it’s completely a joke. Nobody’s laughing. Nobody you guys are all oh, can we know you have that piece out? Froze. That was supposed to be rough.

Josh Schachter:
Punch line.

Kristi Faltorusso:
Like You were very, like,

Jon Johnson:
You froze at the punch line. Yeah.

Mickey Powell:
Yeah.

Jon Johnson:
You, like, gave us punch line, and then you froze. And I was like, I think that was the joke.

Mickey Powell:
It

Jon Johnson:
this is gonna be awesome.

Kristi Faltorusso:
I know, but I couldn’t tell her it was Funny. So I didn’t wanna laugh because if it wasn’t funny and I laughed, then it’s like, oh, did I

Jon Johnson:
And then Josh just, like, hangs up. Like, I was telling you my heart. Yeah. Okay. Give us a you’ve got the you’ve got the Internet back. What was the joke?

Josh Schachter:
Not yeah. Sorry. No. No. No. No. The joke was the joke was my yeah. The moment’s passed.

Josh Schachter:
Lowe’s, John, why don’t you start?

Jon Johnson:
Yeah, man. I mean, I think on top of, like, everything else, I definitely, Like, had the burnout. I think I I think I’m honestly really, really tired of working in my bedroom And living in my house and, you know, like, I just miss not that I want a 100% return to office, but I just kinda miss being around people. And I miss The purposefulness of of getting up in the morning and having commutes. There’s a there’s a girl that I follow, on LinkedIn who’s, like, a big proponent of work from home, like, commute baths, Where, like, after work, she’ll just, like, go, like, turn a turn on a candle and just, like, pretend like she’s in traffic. You know what I mean? And just kinda separate Separate work from home. Right? Like, otherwise, you just

Kristi Faltorusso:
time that she would otherwise be commuting.

Jon Johnson:
Yeah. She’s not in the car.

Kristi Faltorusso:
To do something.

Jon Johnson:
Yes. Yeah. Yeah. Yeah.

Mickey Powell:
That’s something else.

Jon Johnson:
Yeah. To just kind of break the things up, and I’m not very good at that, and that’s a lesson that I’ve been learning, this year. I went through some pretty dark lows emotionally this year, and I think a lot of it just kinda came out of and we’re just, like, spend so much time in this little box that we’re in, and and there’s a whole world out there. So

Josh Schachter:
Did you write any songs based on those

Jon Johnson:
lows? I actually have written some of the best music Of my life this year, like, truthfully. And a lot of it does kinda come out of that self reflectiveness. I will also say A handful of the things that I’m releasing, including what just came out, this last week, actually are, like, happy songs. Like, they’re moments of Joy and and, like, referencing some really good things in my life. And I think not that that’s a low, but I think that’s been one of those things where, like, man, I really kinda spend a Time and the doom and gloom in general. Like, I just kinda have that I don’t know. It’s my dad had it. My brother has it.

Jon Johnson:
Like, we’re all just kind of a little bit more on the, You know, on the blue side of

Josh Schachter:
You’re an emo emo musician?

Jon Johnson:
Elder millennial. Emo. Yeah. Give you that Taking Back Sunday and dashboard confessionals. Yeah.

Josh Schachter:
Wait. Wait. Can can we can we I know that you announced it on LinkedIn last week and but can you go and Can you share with everybody once again, all the listeners, what you just produced? Because your song is is Is is incredible. Like, I listened to it on repeat this weekend. It it really is beautiful. So tell what, like, what what where can people find it?

Jon Johnson:
I mean, it’s on every streaming thing. It’s under the band Wild Coast. All of the socials are we are wild coast, so it’s Instagram and TikTok and all those places. But the name of the song is called Hold On TO Me. And I I really it’s actually kinda funny. I I’m really good at at writing the same song, like, a 100 times. Like, I’ll write like, I’ll have this idea in this moment, and I’ll write it, and then I’ll just kinda go into revision moment. Mickey and I were talking about this.

Jon Johnson:
He’s, you know, kinda got a producer background. And, you know, I think I think at some point, you just need to get it out. And my my producer was just like, John, stop. He literally told me, he’s like, just stop. Like, the chorus is great. It’s really simple. It’s really singable. It’s really sweet.

Jon Johnson:
Just put it out. So I did, and and I’m really happy with it. It’s actually the first song that I’ve ever produced fully on my own, meaning I recorded and played every instrument on it.

Josh Schachter:
Oh, really?

Jon Johnson:
Of it is really? Drums, the bass, the piano, the little glockenspiel. Yep. A 100% myself. And, I I There’s there’s pride in that, but there’s also, like, I really like music as a collective. Like, for me, it’s about creating with things. And and I think there’s some there’s a push and pull right there, right, where you’re trying to do the best that you can, but also, like, you just kinda I need to get stuff out. I’ve been holding on to this stuff for too long, So hold on to me. It’s called wild by the band Wild Coast.

Jon Johnson:
There’s 7 or 8 other songs out there as well. And I’ve got pretty much a full length record that’s in the process right now that’ll be coming out Over the next few months. So So

Josh Schachter:
then what’s the next step with that? The getting getting the record released?

Jon Johnson:
Yep. Yeah. So, you know, it’s getting The rest of the tracks are kind of in various stages of finish. Most of them just need vocals. Like, I just kinda need to really find a space and find time to record those, and they get mixed and mastered and then released, and then I need to figure out how I’m gonna kinda take those live. I’ve got a band, but it’s really hard to travel with a band. It’s just really expensive, and I don’t make that much money at it. But I’m I’m trying to figure out how to be a little bit more creative.

Jon Johnson:
We’re working on maybe some, like, house shows on the East Coast over the next Couple months, and just finding some kind of, you know, communal spaces where 30 or 40 folks can come together and listen to me emote with an acoustic guitar. Maybe, you know, meet some people. So

Mickey Powell:
It’s really cool.

Jon Johnson:
Yeah. But you’re backyard in New York.

Kristi Faltorusso:
John perform this year.

Jon Johnson:
Yeah. Josh I

Kristi Faltorusso:
got Gary sick for

Jon Johnson:
Oh, perfect. Performance.

Kristi Faltorusso:
I’ll host you.

Mickey Powell:
I love it. I’m gonna let him know

Kristi Faltorusso:
in the pool on a float and listen to your music.

Jon Johnson:
That’s a dream of mine, actually. No. Some of my favorite shows have been kind of the, like, the homey backyards and and kinda living room shows where you You just meet a whole bunch of people that you’ve never met before, and and you get to kinda share an experience. I’ve done the big clubs, and I was up in New York, you know, last year and and played a a pretty rad show at, Arlene’s Grocery, which is one of my favorite venues. And that’s really fun, but you’re just so separate from the audience. Right? I I kinda like having this type of conversation while I’m playing. I want people to ask questions and, like, hey, why did you say that? Or what is this about? You know, that type of stuff. So, But anyways.

Jon Johnson:
Love it.

Mickey Powell:
I can’t wait for your 2nd album, which I think you said it’s just gonna be A bunch of different covers of Wonderwall?

Jon Johnson:
Yeah. Yeah. Yeah. Yeah. In every style imaginable. The the one I’m working on right now is actually Iranian death metal, version? I’m using Chat GbT to translate. So

Mickey Powell:
That is That’s pretty great. Sick.

Kristi Faltorusso:
I’m concerned.

Mickey Powell:
Love it.

Jon Johnson:
Okay. Have you heard of Gent?

Mickey Powell:
Like, a DJ Tiles?

Jon Johnson:
Style of music. No. D j e n t. Never mind. Anyways, 1 person that listened to this will crack up at that.

Kristi Faltorusso:
I would like that 1 person to use message us and let us know who they are.

Mickey Powell:
Thank you.

Jon Johnson:
Yeah.

Josh Schachter:
Predictions for 2020 4 in the world of customer success. Let’s get to it. Let’s do it. Man, I’m not a

Mickey Powell:
non sequitur.

Kristi Faltorusso:
We’re moving away from a full stack CSM

Jon Johnson:
Hell yeah.

Kristi Faltorusso:
For sure.

Jon Johnson:
Hell yeah.

Kristi Faltorusso:
Like, if you haven’t already started plans okay. Great. Great. Great. Let’s debate that on another episode of CSMBS. No. I I think we’re gonna see we’re going to move away, I think, from A traditional full stack CSM. This mean a CSM who’s doing everything from new to renew.

Kristi Faltorusso:
Right? Onboarding, managing the customer relationship, managing all the commercials, Education, training enablement, all that. I think you’re gonna see those roles broken out because it’s really difficult to scale in a full stack model. What we’ve seen from so many of our customers and just the market as a whole, teams aren’t getting larger. Right? We’ve gotta be sustainable. They have to be cost conscious, and so I think that you’re not gonna see teams throwing a lot of money at adding more heads. And going back to this notion of, like, do more with less, which I absolutely hate that saying, I think it’s gotta be smarter with the resources you have, and I think you’re gonna see people break up some of the responsibilities differently. So I do think there’ll be more specialty roles introduced. For example, I think almost all of the customers that I’m talking to right now, if they don’t have onboarding enablement broken out, they are working on that.

Kristi Faltorusso:
If they don’t have Team specifically designing content for training enablement and scaled programs. They’re working on that. Right? They are considering who should be handling the revenue. Maybe it’s not the CSM in this new model. Right? Maybe that person can sit in the CS org, which means it’s still part of the CS responsibility, but you maybe have somebody who is specifically designated to do that. I’ll tell you, I’ve got CSMs managing renewals and all that commercial stuff right now, and I I like to think that they are are willing and able to do it. But do I think that this is Their best work? No. Do I think that if I had somebody who was skilled and trained in managing commercial conversations and knew how to negotiate and could manage some things Differently? Could we be driving more revenue for the business? Yeah.

Kristi Faltorusso:
I do. So I am considering breaking certain things out, and that’s the movement that I’m working towards, but it’s It’s what I’m hearing from a lot of our customers as well as folks I’ve talked to in this space. So that’s my first prediction.

Mickey Powell:
I predict the opposite.

Kristi Faltorusso:
I don’t wanna hear what your prediction is, Nikki, because John is next in my view here. So I’m passing the baton to John.

Mickey Powell:
Nikki is

Jon Johnson:
not here. Friendly nod to me. Yeah. I mean, I think I’m I’m gonna I’m gonna I’m good just gonna add 1 caveat. I do think that it is based on maturity and and state of the market. I think Full stack CSMs will still be needed in early stage startups. I think, obviously but I think that the move To specialization is actually gonna become earlier in the b and the c rounds, instead of kinda later in the market when you’re A little bit more stability, a little bit more more growth options. Right? I think right now we’re seeing, growth with owned accounts are the most important thing for businesses, and specialization is the only way to address that.

Josh Schachter:
Why why is that, John? Why why and, Christy, why specialization’s division of labor? Why is that so

Jon Johnson:
much more efficient? What is that don’t half ass 2 things? Whole ass 1? Like, it’s It’s I’m

Kristi Faltorusso:
here for the whole ass.

Jon Johnson:
I’m here for the whole ass. Like, I think I think as soon as you get into commercial.

Mickey Powell:
Depends. Is that your day style?

Kristi Faltorusso:
It depends. Well, it always depends. I like bull chinks.

Jon Johnson:
You made me crack, Matthew.

Mickey Powell:
Oh my god. Use this as an Talk

Jon Johnson:
about an utter derailment. Jesus. Nobody likes 1 sheet. Whole ass. No. I do. I think I think as soon as you get into commercials and I think as soon as you focus on enablement on both bookends. Right? Those are such different strengths needed for a human being, how to negotiate Commercials versus how to negotiate.

Jon Johnson:
How do you train somebody? Right? And I think as soon as you if you’re really good at both of those things, that middle of the road, that middle of the hamburger as we call it, Just gets forgotten. Right? It’s just a really it’s a push to renewal or it’s a push to enablement. Yep. And I think as soon as we start specializing that, you’re gonna be able to touch Numbers in a way that you haven’t been able to.

Kristi Faltorusso:
And the cool thing about that is that the burger sits between 2 buns.

Jon Johnson:
2 buns. Unless it’s a Big Mac, and then there’s a 3rd in there, but we’re not ready for that in this society. No.

Josh Schachter:
And what do you guys think is gonna be the trigger for this? Like, what’s gonna is, like, like, I don’t know. Is is Donna Webber gonna be knocking on the door if everybody’s

Mickey Powell:
seen okay.

Josh Schachter:
Churn. Yeah.

Kristi Faltorusso:
Churn. Lack of sales. Right? Like, where do we start? Right? If you need to drive more revenue from your customer base, the way your customers are probably driving value from your product today is probably not gonna cut it. I see so many organizations that are underutilizing the technologies they purchase. They’re not getting enough value from it. They’re consolidating. They’re cutting things. And if you need to keep your customers to grow your customers, you have to take a different approach.

Josh Schachter:
But how do you know? But I guess my question is yeah. Of course, churn churn. But, like,

Jon Johnson:
how How will leaders know have an answer.

Josh Schachter:
Best specialization is the answer. Yeah. Go ahead, John.

Jon Johnson:
I think it’s when CCOs start reporting to CROs or CCOs are replaced with revenue leaders, either vice presidents or, SVPs that do report into the revenue org. I think, there are, you know, maturity movements where we have a CCO. You know? I’ve not. There’s no disrespect to that title, but I think as soon as you move that alignment either out directly to the CEO or product, which it’s been in the past in some states, And moves it back into the revenue org. The focus is going to need to be specialized specialization because once you have a CSM that’s in a in a revenue org, if they can’t Forecast. If we can’t quantify in the same way that revenue orgs need, then there’s gonna be a mishap

Josh Schachter:
So it’s gonna come from that. It’s gonna come from that renewal, that that monetization Piece of things.

Jon Johnson:
Yep.

Josh Schachter:
And and, actually, that’s yeah. I mean, well said because I had a CS leader, at our dinner in New York City last week, we had a welcome dinner for Christy Gaunt, and she said, Josh, My organization is now going to a AM and CSM paired model.

Kristi Faltorusso:
Yep.

Josh Schachter:
And because

Jon Johnson:
did this year too.

Josh Schachter:
This Yeah. The the CRO is now kinda taking over the the This is great. Purview.

Mickey Powell:
This is a great opportunity to meet that. And that’s one

Jon Johnson:
of the first things that they’re doing. Josh, you’re cutting up again.

Josh Schachter:
I guess it comes from that personal place for you too, John. You know, I’m kinda I’m kinda in the middle

Jon Johnson:
of that. So

Josh Schachter:
I think The listeners, we will be able to hear it afterwards. I think it will upload properly. So I’m not as concerned with you guys not knowing what I said as long as Our listeners, can you hear me? They’re the

Kristi Faltorusso:
ones who are surprised when we listen to the episode.

Jon Johnson:
Yes. The only way I’m gonna listen to the episode. That joke was hilarious. That was hilarious.

Kristi Faltorusso:
We’ll laugh Later.

Mickey Powell:
Yeah. I’ll laugh.

Jon Johnson:
That’s so good. Nikki, I need to know what you have in mind for this

Mickey Powell:
next week because it’s specifically.

Kristi Faltorusso:
I think it’s We’re gonna uninvite Nikki to come back in 2024.

Mickey Powell:
That’s right. Let the lesson be learned that they don’t like people disagreeing

Interlude:
Did someone say chat GPT for customer success for free? Update dot AI has you covered. CSMs get automated summaries of every customer call. That’s real time savings that adds up. There’s no bot. An update even works alongside other tools like Gong. Sign up today at www.update.ai. That’s update dot ai.

Mickey Powell:
No. So the reason I feel really strongly we’re moving away from specialization Is the biggest technological shift that we’ve seen in our lifetime is a general generalized artificial intelligence model. So why would we get more specialized when we have more generalized tools in the short term? So what I actually think is that We’re gonna have CSMs owning smaller and smaller books of business but across the entirety of the life cycle. So, like, I could see a sales rep bringing in a CSM pre presale, and then that CSM owns that account Until one of them leaves, regardless of form function, with the support of AI tools to offload A lot of things. Like

Kristi Faltorusso:
Then why would the book of business be smaller, Mickey?

Jon Johnson:
Yeah. Why wouldn’t they do more? Pokemon. Because because no. No.

Mickey Powell:
Because thinking deeply

Jon Johnson:
Yeah. Okay. Requires

Kristi Faltorusso:
Okay. Anyway. So, No.

Jon Johnson:
No. No. No. No. Mickey. No. That’s good. I I do I do think that to your point, I do think that we will see Smaller books of business because we have a different level of interactions, but I think that that is gonna be predicated on what revenue owns, not on what capacity a CSM does with or without tools.

Jon Johnson:
Does that make sense?

Mickey Powell:
No. Say it again. Mm-mm.

Jon Johnson:
In a like, I have an AM who’s dedicated to 3 companies that that sells into 3 brands. Yeah. And that model, the enterprise sales motion, Is where our growth is in the industry and all of SaaS. It’s what everybody’s rushing to these enterprise level agreements where It’s about owned revenue and then the land and expand model. Right? So this idea of 1 CSM having 10 AMs or AEs or GADs or whatever you have, I think that is gonna continue to shrink because the opportunities within our companies, we’re broadening our product sets. There’s more opportunities. There’s fewer you know, there’s a consolidation effort going on where people are acquiring and there’s mergers and there’s acquisitions and more people More products can do more things. Right? So, Amazon, for instance, is cutting down on their, the vendors that they use as much as they can and Doubling down on the relationships that they do have.

Jon Johnson:
So instead of going out and finding a new product, they’re saying, oh, well, we pay vendor a, and they already do b, c, and d. So I’m gonna go sell into that model. Right? And so we’re gonna have deeper product suites, like, with, you know, complimentary products. We have 4 now. We used to only have one. And we’re going to need to be more focused on the the basics and the core of what we do as CSMs And let somebody else handle the the renewals. Right?

Kristi Faltorusso:
So you’re talking about moving more to a pod structure, John?

Jon Johnson:
Yep. That’s I Okay.

Kristi Faltorusso:
I think that that In

Jon Johnson:
the enterprise space, I

Mickey Powell:
would say.

Kristi Faltorusso:
Gonna say. So I think that that works really and I’ve built pod structures before. And I think when you are selling to true enterprise, Not the cohort of customers that your company has labeled enterprise.

Jon Johnson:
Very different.

Kristi Faltorusso:
Very different. I love when I talk to customers, and I’m like, oh, tell me about your enterprise customers. And I’m like, oh, okay. That’s not an enterprise.

Mickey Powell:
But when

Kristi Faltorusso:
you’re selling to, like, GE and these big companies, fine. Yes. Having a pod structure and, like, going full court press and having a very structured way of approaching growing that account totally makes sense. But for the rest of us who aren’t selling to true enterprise, I think the model is gonna look very different.

Mickey Powell:
Yeah. Yeah. Josh John, I actually am not I’m not fully sold on your idea in part because I I’m gonna use my wife’s company as an example. They’ve got, like, through merger and acquisition over the last 14 years, they have, like, 14 product lines With individual CSMs, and it’s a nightmare. So I’m just like, would, like, from a vendor perspective, I don’t want Six different CSMs for 6

Jon Johnson:
But that’s not what I’m saying.

Kristi Faltorusso:
It depends, though, Mickey. It’s who are you selling to? Right?

Jon Johnson:
Yep.

Kristi Faltorusso:
In certain enterprise organizations, Whoever buys product a might not be the same user buyer for product b. Right? So in those true models, you’re selling within the organization.

Mickey Powell:
Yeah.

Kristi Faltorusso:
When I worked with large enterprise companies, I had contracts. I had, like, multiple contracts in the organization. We had to have full teams on all of them because it was a different buyer, a different persona, different Cases, different metrics, everything was different. I don’t even work with the same legal and procurement teams.

Jon Johnson:
That’s literally that is the problem that we have right now is because right now, we have Amazon is one of our big, you know, key customers. Right.

Kristi Faltorusso:
Small company, Amazon.

Jon Johnson:
Have you heard of them? But, like, the problem that we’re finding women’s health care. Yes. Absolutely. And shoes.

Interlude:
Shoe. Which is synonymous. Zappos. Actually, I work with acquire.

Kristi Faltorusso:
Yeah. So Oh.

Jon Johnson:
But no. Like, this is kind of the this is validating what I’m saying, Nikki, is that the problem right now is that at myCSMs, the CSMs that manage these accounts, What they’re doing is working with product managers, designers, researchers, engineers, marketing, CS people, like, CEOs. Like, these all of these people that are so vastly different, and it it is requiring a one size fits all approach because it is an individual person managing just a completely different process across all of the boards. Right? And if we don’t start specializing, then the cracks get wider in all of those individual segments. Right? So if we’re looking at the pod for Product managers. Like, if we have a product pro the the product that product managers use and we’re working with them, we need to know how they speak, and that language is very different than how customer support works.

Kristi Faltorusso:
Let’s also not forget how hard it is to sell into an enterprise organization. Like, you can’t have a CSM who’s doing a 100 things a day worry about the strategy that’s required for orchestrating a full Enterprise motion, right, like, of selling into a large company like that between all of, like, the the personnel mapping and understanding use cases and finding the buyers. Like, It it’s it’s a new sale every time you go and do that. That requires resources.

Jon Johnson:
Is managing you like, the people that change. Because these big organizations, every 6 months, it’s a completely new organization. Right? Half of the job of CSMs within those enterprise is true discovery. It’s just making sure that the person that they’re talking to is the person still that’s gonna sign that renewal in the future.

Kristi Faltorusso:
Mhmm. Mickey, you’re still not sold. Mhmm. We haven’t convinced Mickey.

Jon Johnson:
Well, obviously, the guy who’s, like, totally, like, bought into AI is gonna consider AI as a future trend. I don’t I don’t fault you. I think that you’re right. I just the thing that I will say is and and this is again into specialization is I think that We, as CSMs, are gonna have to self segment ourselves. We’re going to have to say, I’m a CSM who wants to own renewals. And companies need to be able to communicate that that is a part of that job. And ahead of time. Right? I mean, this idea that A CSM can be a CSM anywhere, while technically is true.

Jon Johnson:
The roles across every organization is so vastly different and the skills And the requirements that you need, go through any interview cycle. You’re gonna be doing something vastly different than what you were doing even if it’s a direct competitor in the marketplace. Place. And I’m talking to CSMs every day who are like, I got this great CSM job, but holy shit. I’m an AM. Like or I’m a support guy. And it’s like the same thing, but because there is no understanding that it’s like, no, no, no. I’m renewal.

Jon Johnson:
I’m enablement. I’m this. I’m that. I’m these things, this specialization that we need to define, And it’s gotta start with leadership. It’s gotta start with saying our biggest problem right now is x, so we need to deploy y.

Mickey Powell:
Yeah.

Jon Johnson:
And maybe that’s tools. Maybe that’s AI. Right?

Mickey Powell:
Yeah. I’m

Josh Schachter:
gonna find the common ground in in all all you guys said here. I think all the themes that we saw in 2023 will persist into 2024. How about that?

Mickey Powell:
That’s, like, that’s a that’s a cop out.

Josh Schachter:
Boom. Well, I mean, I’m showing you right, Mickey. I think you’re

Kristi Faltorusso:
that I’m hearing you.

Josh Schachter:
Is only gonna become more and more out there. Amplified. Right? Like

Mickey Powell:
we’re just gonna have to listen.

Jon Johnson:
Yeah. Totally, Josh. Uh-huh.

Josh Schachter:
Yeah. I know. I know. I’m I’m I’m free

Kristi Faltorusso:
to uncomfortable.

Josh Schachter:
I have no RAM on my computer. This is a problem. I I I think the shock waves from 2023, though, are gonna also persist. Right? Like and, teams are still started. Yeah. The teams are gonna be but if but, honestly, there’s some good things that come out of this. Right? So, like, Renewals Yeah. Are really important because, like, there’s no just, like, monkeying around with with only new logos and only growth.

Josh Schachter:
Like, we’re like, you have to have sustainable growth. Right? And so renewals, And and that puts CS at the forefront of that. And then there is more discipline around, hiring and the size of teams and and what’s a necessity. So, like, I I think these things are just gonna continue on, and the mindset has has shifted in the way that we lead SaaS organizations.

Jon Johnson:
Yeah. I I don’t disagree with you. And I I think I don’t think the the headwinds are over. I think the first half of next year are gonna we’re gonna have more rifts. I think there’s gonna be more Headcount reductions. Woah. I do. Like alright, Mickie.

Kristi Faltorusso:
I mean, I actually don’t disagree. John and I are Clearly on the same show.

Jon Johnson:
Yeah. Yeah. Yeah. We’re we’re definitely right.

Mickey Powell:
I agree.

Jon Johnson:
But I also Is

Kristi Faltorusso:
that over?

Jon Johnson:
No. But I also think to Josh’s point, I think What’s going to happen is the thing that should have happened 15 years ago when whatever we’re doing today started is Renewal starts the day that the deal closes. Like, you can’t just renew 30, 60, 90 days for the

Mickey Powell:
Oh, 90 is a magic number, John. If you do if you start at 90, it just works Better. Everybody’s works better.

Jon Johnson:
Yeah. But but understanding and and and teaching your CSMs to to focus on renewals from day 1, that the their job Starts the moment that deal closes and it never ends. I know.

Mickey Powell:
I’m hearing a lot of we need to teach CSMs to do more. We need to have more specialization. So how When do they learn all these things? Who’s teaching them all these things?

Jon Johnson:
The Internet. The Internet. TikTok.

Kristi Faltorusso:
The Internet. TikTok. Yes. I was told that that’s where everyone learns everything. News and everything is on TikTok.

Jon Johnson:
Micro learning? You should look it up, Mickey.

Mickey Powell:
Micro learning.

Kristi Faltorusso:
Yeah. Apparently, instead of, like, scrolling, we’re supposed to have these microlearning moments.

Jon Johnson:
Yeah. Yep. Uh-huh.

Mickey Powell:
Yeah. People have been talking about microlearning for, like, 10 years.

Jon Johnson:
Is

Mickey Powell:
it a thing? I don’t know.

Jon Johnson:
I think I think really it’s just people with ADHD are like, ah, I got it. And then they move on to the next thing, and they’re like, oh, cars. Great. And then the next It’s like, I’m playing Zelda, and then the next thing, they’re like, I’m in a hot tub. And then the next thing, you’re like, I have to take a nap, and it’s called self care and balance.

Mickey Powell:
Yeah. Well, I learned so much different things, Josh. I’m I micro learned all over this.

Jon Johnson:
I’m microdosing, but That’s

Mickey Powell:
what it oh, is that what my dad said microdosing was? Yes.

Jon Johnson:
Yep. You’re absolutely learning. I really think that we should all do mushrooms once and the podcast at the same time.

Interlude:
Oh, thank you.

Mickey Powell:
Absolutely not. Absolutely not. No.

Jon Johnson:
Josh and I are already there, man.

Josh Schachter:
Don’t spoil our secret.

Jon Johnson:
I know. You just

Kristi Faltorusso:
wanna watch from

Jon Johnson:
afar? Yeah. Okay.

Mickey Powell:
Can we can we make a, if we’re gonna stick with predictions, can we make, like, a wild, like, 5 year prediction, or should we go to something else entirely?

Josh Schachter:
Oh.

Mickey Powell:
I have 1. Yes. I mean, I don’t know.

Jon Johnson:
Let’s go for it, Mickey. What do you think?

Kristi Faltorusso:
Let’s go, Mickey.

Mickey Powell:
I think I think before 2030, Every product is gonna have 2

Kristi Faltorusso:
years, sis? Okay. Okay.

Mickey Powell:
Sorry. Within the next 6 years.

Kristi Faltorusso:
I’ll be retired.

Mickey Powell:
Yeah. I think, I think every product is gonna have a CSM built into it. That’s AI. And when you want, And when you want, like, re like, really deep knowledge, you will get a human. And that’s, like, that’s kinda the model I see of Instead of having a bunch of specialized people, like, just for, like, product lines or models or things like that, CSMs are gonna be so integral that they’re gonna be built into the product.

Jon Johnson:
Interesting.

Mickey Powell:
And when you need more help On a very unique scenario? That’s that’s what Huey Sense will be there for.

Jon Johnson:
I don’t think that we’re gonna have electricity in 2030. That’s I I think I think we’re gonna be back with sticks and stones Thank you. Or Sweet, you know, 9 pound baby Jesus is gonna come back, and

Mickey Powell:
We’re moving backwards.

Kristi Faltorusso:
In your predictions, we’re moving that far back.

Josh Schachter:
Yeah. Well, that’s what they say. You know you know that joke about about World War 1, 2, 3 and 4? World War 1 was fought in the trenches. World War 2 was in planes. World War 3 will be with nukes, and World War 4 will be with rocks.

Jon Johnson:
With Yeah.

Josh Schachter:
With rock stones.

Jon Johnson:
Yeah. Yeah. Super cool. I mean, I think technology is absolutely gonna go into a place that is more automated. I think we’re already seeing The creation of software from an automated standpoint, meaning you have a person that can put in a prompt to say, I want an app that does x. I do think that’s gonna be prevalent. And I think I I’m even seeing oh, gosh. I was I was reading this.

Jon Johnson:
So MySpace, the company that we’re in at user testing, it’s, like, UX

Kristi Faltorusso:
Oh, I think you meant actual MySpace. And I was like, do you know Tom?

Jon Johnson:
It’s coming back, baby.

Mickey Powell:
I hope it does. And it’s gonna be all

Jon Johnson:
your songs.

Interlude:
Music? It’s all your songs.

Mickey Powell:
Yeah. No. Actually, I still have

Jon Johnson:
a record on there from 2005 or whatever. Anyways, no. I do think that there’s there is this idea of self serve and meeting the customer where they’re at from a product standpoint will absolutely be baked into it. We’re seeing it with, education, we’re seeing it with certification, with just finding data through LLMs will I don’t know that it’s gonna be a CSM, but I do think That maybe 10 to 15% of what we do will be taken over by whatever AI What

Josh Schachter:
what parts do you think will not be taken over? What 80% Do you think will not be taken over, John and Christie?

Jon Johnson:
I’m gonna I’m gonna like, truthfully, like, my experience this year of of being lonely Surrounded by people is is proof to me that humans will always need to talk to somebody else when they need help, that I think that there’s there’s such a thing as being blocked by frustration or just a lack of knowledge that no amount of bots or directions or walk mes or guides can get a human being to find value if they’re unable to find it. I I think there’s a there there’s a percentage of the population that will be fine and they’ll be they’ll they’ll use the tools, but there is going to be those people that need A human being to meet them where they’re at and to say, y’all, you’re doing it wrong, you’re doing it right, or this is where you need to go, or this is what you need to do. It has to be the strategic deployment of what the human is.

Josh Schachter:
Do you think that CS will shrink, decrease in size by 20%?

Jon Johnson:
No. Because the market is is expanding. I mean, this is it’s like the universe. Right? There is there is just more. There are more customers. There are more people. We are a consumeristic society, at least in America. I know that, you know, SaaS likes to think that America is the world, but that’s not the case.

Jon Johnson:
There are new markets opening up. Like, as soon as, Like, I mean, the the stuff that’s happening in Africa and in India with connectivity and, just like just the amount of people that are going to be coming into the base that we are selling into is monstrous. And I do think that it will not be decreasing. I think just the sheer number of people that are in this world that that have, that are going to be building businesses, that are going to be starting companies across the world are going to be needed in this space as well. And I think that as a force multiplier, absolutely. But I do not think if you look at How many jobs there are today versus how many jobs there were 20 years ago? It is an it is an exponential

Josh Schachter:
Yeah. That’s fine. But but but even at, like, That’s at a global level. You’re talking about India and all these other places, but think about, like, here in the US for Yeah. Most people that are listening. Well,

Mickey Powell:
Yeah. What if so let’s say AI really ex you know, it does what everybody thinks it’s gonna do, and we produce 10 times the amount of software businesses. Even in my future scenario, you’re still gonna need a ton more CSNs.

Jon Johnson:
No. But but, Mickey, what’s the what is the thing that, Like, I mean, we could get really deep in the weeds on, like, what AI will solve, but AI will absolutely solve the biggest, obstacle of expanding internationally, which is language barriers.

Mickey Powell:
Yeah.

Jon Johnson:
We’re already seeing LLMs that automatically change Tie like, just you can Real time transcription is already here. Time

Mickey Powell:
yeah. Real time translation is already here.

Jon Johnson:
We are gonna be opening up Small businesses like yourself that do not have international you’re we can’t hear you. Who?

Kristi Faltorusso:
Who?

Jon Johnson:
Josh is talking. We can’t hear him. No.

Josh Schachter:
I’m not talking.

Mickey Powell:
No. You just you derailed yourself.

Josh Schachter:
How are those shrews?

Mickey Powell:
How are those No.

Jon Johnson:
I was you’re not I’m looking at your screen, and your mouth is not moving right now. This is the tracking.

Kristi Faltorusso:
Josh. Your mouth is moving.

Jon Johnson:
Anyways, I I I I just think that more businesses are gonna understand that there’s a market internationally with these tools that is gonna with these tools that is gonna open the doors to them in a way that will, I think, save a lot of businesses that have been locked into, like, Only selling into the US and Canada. I think Mexico is gonna be an incredible opportunity. I think I think there is just a lot of opportunity for Software companies to use these tools in a way that actually is the thing that they’re designed to do. Right? How do you take large amounts of data and make it make it accessible for large amounts of people.

Josh Schachter:
Let me ask you a counter to that. Like, another side of that is, Do you think there’ll be a migration of CS jobs to those markets then that are Yeah. There’s lower cost living?

Jon Johnson:
Yeah. Absolutely. I mean, we’re already seeing it. I can work I can work internationally, across I can go work in Portugal right now. Like, I we we’re already doing it. People are already moving into that. And I think I think hubs are a big thing. I think we’re seeing it with maybe not WeWork, but, I mean, just the ability to work among people, that are doing what you’re doing in like mindedness across the, across the world.

Jon Johnson:
Absolutely.

Mickey Powell:
So somebody out there who is, there’s a CSM listening, CSMs listening. You need to go start your local chapter because I agree with you, John. Like every, like we’re already seeing all these macro shifts. Yeah. And by the way, like, I I’m not reading economic stuff. And, like, just like these big macro shifts Really fascinate me because they’re so different than the world that we live in today. And it the change doesn’t Scare me because I do believe, like, people are fundamentally good. The world is fundamentally good.

Mickey Powell:
Like, things are gonna work out. That’s my way of trying to Ease the concerns of some people that are like,

Interlude:
Mickey thinks that AI is gonna replace all our jobs, and we’re not gonna no.

Mickey Powell:
Actually, quite the opposite. I think it’s gonna enable us to do way better work, Way more

Kristi Faltorusso:
I was gonna say it’s gonna enhance us to do the work that we were intended to do.

Jon Johnson:
Yeah. Absolutely.

Mickey Powell:
Yeah. It’s

Jon Johnson:
it’s not do more with less. It’s do better with what we have. Yes.

Josh Schachter:
I think we should leave on that note. Dumb.

Mickey Powell:
I love

Jon Johnson:
it. This is fun.

Kristi Faltorusso:
Do we wanna talk about buns or cheeks, though, before we wrap it up? I just wanna

Jon Johnson:
Any day. Hot dogs are slide into those menus.

Mickey Powell:
Hot dog, a sandwich? It has buns.

Josh Schachter:
We’ll let we’ll let everybody noodle on that. We’ll

Kristi Faltorusso:
let everyone ponder that. Yeah. Yeah.

Josh Schachter:
I want

Kristi Faltorusso:
everyone to come back and

Mickey Powell:
let us know about hot dogs.

Jon Johnson:
Happy Christmas. Happy Hanukkah. Happy New Year.

Interlude:
Hanukkah is over.

Jon Johnson:
Oh, sorry. Sorry.

Mickey Powell:
Kwanzaa, happy New Year. Anything. Yeah. Happy New Year. Whatever you say.

Josh Schachter:
I wish you all very prosperous, healthy, happy New Year, and

Kristi Faltorusso:
we will see everybody. Prosperous in 2024. Yeah.

Mickey Powell:
See you

Jon Johnson:
guys in the chats.

Kristi Faltorusso:
Bye, guys.

Josh Schachter:
Hey, guys. It’s Josh, don’t hang up. If you enjoyed this episode you know what? Even if you didn’t, I’d love for you to give us a rating in Itunes or Spotify. And after you do, email me josh@update.ai with the name of your favorite charity, and my company, UpdateAI, will make a donation on your behalf. I’d love to connect with each of our listeners. Send me a LinkedIn request, and I’ll accept it immediately.