Claim OwnershipThe Customer Success Playbook
Subscribed: 9Played: 89
Subscribe
© 2024 The Customer Success Playbook
Description
Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain.
Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics.
We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS.
Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success.
Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook.
Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey.
At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels.
Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!
57 Episodes
Reverse
Send us a textSummary: In this special CSP-CSI edition, hosts Roman Trebon and Kevin Metzger dive deep into the world of customer education with Justin Chappell, CSCX Strategic Advisor at Growth Molecules. Justin shares invaluable insights on creating effective customer education strategies, leveraging micro-learning, and driving customer success through innovative approaches to training and enablement.Detailed Analysis:The Critical Role of Customer Education: Justin emphasizes how custo...
Send us a textIn this episode, hosts Roman Trebon and Kevin Metzger interview Katie Clark, Implementation Manager at PocketHealth, about the critical process of securing internal stakeholder buy-in for major initiatives. Katie shares her expertise on understanding different stakeholder types, generating momentum, crafting compelling messages, overcoming resistance, and celebrating success.Detailed AnalysisKey Themes:Importance of Stakeholder Buy-In: Katie emphasizes that stakeholders are the ...
Send us a textAI Revolutionizing Customer Education: Insights from Kristine KukichIn this enlightening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger dive deep into the transformative impact of AI on customer education with guest expert Kristine Kukich, principal owner of The Training Sherpa.Kristine shares her extensive experience in implementing effective training programs and reveals how AI is making customer education more efficient, scalable, and p...
Send us a textMastering the Customer Journey: Insights from Freshworks' Preethie VimalanIn this insightful episode of the Customer Success Playbook Podcast, host Roman Trebon engages in a thought-provoking conversation with Preethi Vimalan, Manager of Onboarding at Freshworks. Preethi shares her expertise on the five key phases of the customer journey: onboarding, adoption, dependency, value realization, and growth. The discussion delves into strategies for enhancing customer success, the imp...
Send us a textIn this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importance of early value realization in the customer journey and its impact on long-term success.Detailed AnalysisThe Importance of First Value DeliveryJa...
Send us a textIn this special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's inception in March 2023 to their 50th release in August 2024, sharing insights into the evolution of their process, the challenges they overcame, and the unexpected joys of connecting with the global customer success community. They discuss their most i...
Send us a textIn this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger delve into the often-overlooked realm of Partner Success within the SaaS industry. Joined by Pauline Van Backle, Partner Success Manager, and Karen Siddiqi, Senior Director of Partner Success at Five9, the discussion explores the strategic importance of Partner Success, the process of establishing this new function at Five9, and the impact it has on driving business value through educa...
Send us a textIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Irit Eizips, a world-renowned expert in customer success strategies and the mastermind behind Keep Your Customers. With accolades, including Top Customer Success Strategist of 2024 and induction into the CX Hall of Fame in 2023, Irit brings a wealth of experience and innovative thinking to the conversation.The episode dives deep into how small businesses and scale-up companies ...
Send us a textIn this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Kevin Maufer, Principal Consultant and Fractional Leader at CX Services. With over 25 years of experience in customer-facing roles, Kevin shares his expertise on the critical importance of defining and aligning on an Ideal Customer Profile (ICP). This episode dives into the strategies for identifying and targeting the right customers to drive growth, enhance customer...
Send us a textIn the latest episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interviewed Swati Garg, a renowned entrepreneur and thought leader in customer success (CS). The discussion delved into the evolving role of CS leaders, highlighting the shift from reactive to proactive strategies, the increasing importance of data and technology, and the essential qualities needed for effective leadership in this field. Garg shared her insights on how companies ...
Send us a textIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Alok Shukla, co-founder of FunnelStory, to discuss how AI and data analytics are revolutionizing customer success. FunnelStory is a platform that provides product funnel intelligence to optimize conversion, adoption, renewal rates, and revenue growth for software companies.Alok shares his journey from a two-decade career in cybersecurity to launching FunnelStory, driven by the ...
Send us a textIn this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter syndrome.Listeners will gain valuable insights into managing their own imposter syndrome and learn actionable steps to support their teams in navigating thes...
Send us a textIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger sit down with Ravi Bulusu, the co-founder and CTO of TheLoops. Ravi shares insights on how TheLoops, an AI-driven intelligence support operations platform, is revolutionizing customer support by providing real-time data integration and analytics. He explains the platform's ability to act as an AI layer on top of existing support systems, enhancing both agent efficiency and managerial o...
Send us a textIn this episode of the Customer Success Playbook podcast, we're excited to host Samuel Cummings, CEO of DataPlant, who is at the forefront of revolutionizing customer success through AI and data science. Samuel shares his fascinating journey from being a data scientist at Gainsight and LinkedIn to founding DataPlant, a company dedicated to tackling the challenge of scaling personalized customer engagement.Join us as Samuel delves into:The evolution of customer success from react...
Send us a textIn this episode of the Customer Success Playbook podcast, we welcome Peter Ord, Founder and CEO of GuideCX, to discuss the future of customer onboarding and implementation. GuideCX is revolutionizing the way companies handle customer onboarding, making it smoother and more effective through its innovative platform.Peter shares his journey of building GuideCX, the challenges faced, and the critical role of technology in enhancing the customer experience. He delves into the signif...
Send us a textIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Nik Mijic, founder of Matik, to discuss innovative solutions for automating data-driven content creation. Matik's platform simplifies the generation of personalized metrics, text, tables, and charts for presentations, enabling customer success teams to focus more on strategic initiatives and less on manual data gathering.Nik shares his journey from LinkedIn to founding Matik, i...
Send us a textGet ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world.First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave Ellen's killer serves to Keith Hanks' impressive debut, and the towering presence of Justin Chappelle, this event was packed with excitement and talent. Kevin...
Send us a textWelcome to Season 2, Episode 17 of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger review the latest in customer success news and insights. They discuss standout articles on leadership within CSM roles, including a piece by Marcus Wrench on how high-performing CSMs embody leadership qualities. The episode also features a video post by Justin Chappelle on B2B customer experience and evolving survey methodologies.Kevin shares his experience a...
Send us a textIn the latest episode of the Customer Success Playbook Podcast, Kevin Metzger recapped his recent trip to St. Louis for the Gainsight Conference. The episode covered his experiences from networking events to insightful sessions on AI and customer success strategies. Highlights included discussions on Gainsight’s roadmap, innovative AI projects, and strategic planning for customer success initiatives. Kevin emphasized the importance of networking, shared key takeaways from variou...
Send us a textIn the recent episode of the "Customer Success Playbook" podcast, hosts Roman Trebon and Kevin Metzger delved into a week filled with personal anecdotes, customer success strategies, and community-building within the industry. Key discussions included the power of root cause analysis in business operations, the significance of customer success managers (CSMs), and the various events highlighting the appreciation for CSMs. The Importance of Root Cause Analysis in Business Su...
Comments
Top Podcasts
The Best New Comedy Podcast Right Now – June 2024The Best News Podcast Right Now – June 2024The Best New Business Podcast Right Now – June 2024The Best New Sports Podcast Right Now – June 2024The Best New True Crime Podcast Right Now – June 2024The Best New Joe Rogan Experience Podcast Right Now – June 20The Best New Dan Bongino Show Podcast Right Now – June 20The Best New Mark Levin Podcast – June 2024
Download from Google Play
Download from App Store
United States