The Customer Success Playbook

Send us a textIn this dynamic midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon are back with product leadership veteran Ken Sandy. This time, Ken tackles one of the most pressing challenges in modern product management: how to juggle the urgent demand for quick wins with the strategic need for long-term customer value. He delivers practical frameworks, witty anecdotes, and powerful reframes that will resonate far beyond the product team.Detailed Description: We’ve all felt the squeeze: stakeholders want that feature live yesterday, while customers expect thoughtful innovation. In this energizing conversation, Ken Sandy—author of The Influential Product Manager—returns to the Customer Success Playbook to answer one big question: how can product leaders (and cross-functional teams) balance short-term revenue goals with long-term innovation?Ken starts with a provocative truth: solving meaningful customer problems should inherently deliver business value. If it doesn’t, the strategy might be missing the mark. He then walks through three steps to align customer-centric strategy with day-to-day execution:Elevate customer value metrics to stand shoulder-to-shoulder with revenue goals.Build and own a strategic roadmap that provides clarity and intention beyond reactive requests.Track and communicate resource allocation so trade-off decisions are rooted in data, not drama.What follows is a masterclass in how influence, transparency, and structured thinking can replace the chaos of ad hoc demands. Ken’s insights extend beyond product management. Customer success teams, account managers, and business leaders will find immediately usable tools to help their organizations solve the right problems for the right reasons.Don’t miss this sharp, relatable, and practical playbook for aligning execution with vision—no matter what department you call home.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Ken Sandy, author of The Influential Product Manager, to uncover the secret sauce behind leadership without formal authority. Ken draws on 25 years of product leadership to explain why "leading through influence" isn't just a survival skill—it's a superpower. From understanding organizational objectives to aligning cross-functional teams around shared goals, Ken emphasizes that effective leadership is rooted in context, not control.Detailed Description: Product managers often find themselves in high-stakes roles without the luxury of direct authority. So how do they drive outcomes, rally teams, and deliver for customers? According to Ken Sandy, the answer lies in mastering the art of influence. In this episode, Ken challenges the common misconception that authority is essential for leadership and argues that real power comes from shared purpose and contextual clarity.Ken's number one tip? "Context is king." He explains how product managers (and frankly, anyone in a leadership role) can boost their influence by investing deeply in the "why" behind a project—not just the "what" or "how." When teams understand the problem space, customer needs, and desired outcomes, they become partners in problem-solving rather than passive executors of a plan.This conversation isn't just for PMs. Project managers, customer success professionals, and cross-functional leaders of all stripes will find actionable wisdom here. Ken also underscores that influence isn't a nice-to-have skill—it's a must-have capability for anyone navigating complex organizations. And spoiler alert: influence actually makes you more objective, more collaborative, and ultimately more effective.Packed with humor, insight, and practical guidance, this episode delivers a fresh perspective on leadership that breaks the mold. If you're ready to up-level your impact without needing a bigger title, this one's for you.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textLet’s demystify the magic behind streamlined customer success operations. In this episode of the Customer Success Playbook podcast, Kevin Metzger sits down with Gilad Shriki from Scope to unpack their strategic integration of FunnelStory. They dive into privacy-first data management, lightning-fast time-to-value, and how AI is reshaping how teams interact with data. Plus, find out why Gilad believes FunnelStory might just be the one platform to rule them all.Detailed Description with Business Insights: In this engaging episode of the Customer Success Playbook, Kevin Metzger interviews Gilad Shriki, Head of Customer Experience at Scope, who offers a real-world case study of successfully implementing FunnelStory. With Roman Trebon off this week, Kevin navigates a thoughtful conversation that brings valuable technical and strategic takeaways to customer success leaders.Gilad breaks down how Scope maintains data privacy by leveraging a custom anonymization layer before syncing anonymized data into BigQuery. From there, FunnelStory becomes the centerpiece of their CS tech stack, tightly integrated with HubSpot and Segment. The result? A seamless, compliant, and highly performant system that delivers actionable insights with minimal setup.The discussion peels back the curtain on modern data stack integrations, emphasizing the importance of time-to-value and the benefits of designing for automation-first customer success platforms. Gilad candidly explains how FunnelStory outperformed expectations by offering an intuitive plug-and-play experience and how its engineering team’s responsiveness created a frictionless implementation.Most notably, Gilad envisions FunnelStory not just as a visibility tool but as a centralized hub for both automation and human interaction. His goal? A single pane of glass where CSMs manage sentiment, risk, and engagement—without needing to bolt on other platforms like Gainsight.If you're scaling a CS org or rethinking your tech stack, this episode is your playbook for staying lean without sacrificing power. Tune in and learn how a privacy-first, AI-powered, integrated system can revolutionize how you scale customer success.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Gilad Shriki from The Scope shares insights on how FunnelStory is revolutionizing customer success operations with its automation-first approach. He discusses seamless integration with platforms like BigQuery and HubSpot, ensuring data privacy while optimizing customer data management. Gilad highlights the benefits of AI-driven automation in enhancing customer sentiment analysis and churn prediction. He also evaluates how FunnelStory can scale for businesses up to $500M in revenue, making it a compelling solution for companies looking to enhance their customer success strategies.

Send us a textSummary: Dive into an engaging conversation with Gilad Shriki, Co-founder of Descope, as he shares transformative insights on leveraging FunnelStory to optimize customer journey visibility. Learn how understanding customer data can shape strategic decisions and drive impactful customer success initiatives. This episode offers a deep dive into how FunnelStory can bring clarity and actionable insights to complex customer behaviors.Detailed Analysis: In this episode of the Customer Success Playbook, Kevin Metzger hosts Gilad Shriki, Co-founder of Descope, who sheds light on the pivotal role FunnelStory played in transforming their approach to customer success. Descope, a customer identity and access management platform, faced challenges in understanding the varying paths customers took post-sign-up. Gilad candidly shares how implementing FunnelStory allowed Descope to visualize customer engagement, segment journeys, and prioritize action steps effectively.Gilad emphasizes the power of data visibility in managing diverse customer needs. By categorizing customers into profiles based on engagement levels, Descope could tailor actions and allocate resources more strategically. The episode highlights how FunnelStory’s quick data integration and intuitive funnel views provide immediate clarity, enabling teams to proactively guide customers through their journey.For startups navigating rapid growth or mature companies seeking deeper customer insights, this episode underscores the importance of actionable data. It’s a masterclass in how understanding customer behavior can elevate success strategies and drive meaningful engagement.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: In the finale of their insightful series, the Customer Success Playbook podcast hosts Roman Trebon and Kevin Metzger engage with Marcello Calbucci to unpack how AI is influencing the PR FAQ framework. Marcello shares key strategies on leveraging AI for research and feedback while cautioning against over-reliance that may erode critical thinking. From AI's role in enhancing processes to maintaining originality in strategic planning, this episode offers practical takeaways for leaders aiming to innovate wisely and effectively.Detailed Analysis: Wrapping up an engaging series with Marcello Calbucci, this episode dives deep into the intersection of AI and the PR FAQ framework. Marcello begins by distinguishing the different ways AI can be utilized in the strategic process—from research to critiquing work—but he issues a vital caution: relying on AI for strategic thinking can result in average outcomes and missed opportunities for true innovation.Key discussion points include:The three ways AI can support work: research, execution, and critique.Why using AI for strategic decision-making may lead to average, non-differentiated results.How AI can accelerate research while ensuring human oversight drives strategic creativity.The importance of preserving the collaborative process of PR FAQ to ensure diverse, innovative perspectives.Best practices for conducting post-delivery PR FAQ review meetings, including Amazon-style silent reading and structured discussion formats.Marcello also shares how he has developed a custom ChatGPT on his website, providing tailored insights for teams looking to refine their PR FAQs. He underscores that while AI can enhance efficiency, the real value lies in the process of strategic debate, collaboration, and critical thinking.For leaders navigating the evolving landscape of AI and strategic innovation, this episode is packed with thoughtful insights on balancing technology with human creativity. It's an essential listen for anyone refining their customer success playbook.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: In this engaging episode of the Customer Success Playbook podcast, hosts Kevin Metzger and Roman Trebon continue their deep dive with Marcello Calbucci, exploring how organizations can successfully integrate the PR FAQ framework. Marcello shares strategies for overcoming resistance to change, emphasizes the importance of writing in fostering critical thinking, and explains how the PR FAQ process can help teams kill ineffective ideas early, saving time and resources. If you're looking to drive smarter innovation and enhance your customer success playbook, this episode is a must-listen.Detailed Analysis: Marcello Calbucci returns to the podcast, bringing valuable insights into how organizations can effectively adopt the PR FAQ framework. The conversation kicks off with a few light-hearted questions, offering a glimpse into Marcello's personal interests, from travel aspirations to his favorite Seattle hotspots.The discussion then shifts to the core challenge: how can organizations embrace the PR FAQ framework, especially when they are used to traditional presentation methods? Marcello emphasizes starting small—choosing a contained project that allows teams to practice and refine their approach. He underscores that this iterative process helps organizations learn, adapt, and eventually drive better innovation outcomes.Key insights include:Why top-down mandates for new frameworks often fail.The value of piloting the PR FAQ with smaller projects to refine the process.How the PR FAQ encourages cross-functional collaboration and reduces siloed thinking.The role of storytelling and clear writing in fostering better strategic thinking.How the process naturally weeds out weak ideas, saving organizations time and resources.Marcello also introduces the concept of the PR FAQ's "three superpowers": enhancing critical thinking, fostering clearer articulation of ideas, and inspiring teams with a vision that feels tangible and achievable. He stresses that while the writing process may feel daunting, it's a powerful tool for sharpening ideas and ensuring everyone is aligned.This episode is not just about adopting a framework but about reshaping how organizations think, collaborate, and innovate. If you're striving for better strategic clarity and stronger customer success outcomes, tune in and learn how the PR FAQ can be a catalyst for meaningful change.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: In this dynamic episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger sit down with Marcello Calbucci, technologist, innovator, and author of the PR FAQ framework. Together, they unpack how Amazon's Press Release and Frequently Asked Questions method fosters innovation and sharpens strategic decision-making. Marcello shares his journey, the power of collaborative input, and why the PR FAQ can be a game-changer for organizations striving for customer success. Whether you're a startup founder or an enterprise leader, this episode is packed with actionable strategies to elevate your approach.Detailed Analysis: Marcello Calbucci brings a wealth of experience to the conversation, highlighting how the PR FAQ framework—originally pioneered at Amazon—can transform how businesses conceptualize and execute innovative ideas. This six-page, narrative-driven approach compels organizations to deeply consider customer perspectives, ensuring a more aligned and inclusive decision-making process.Key discussion points include:The genesis and structure of the PR FAQ framework.How involving diverse teams from legal to finance enriches the decision-making process.Why traditional presentation tools like PowerPoint may hinder alignment and buy-in.The importance of creating narratives that resonate and withstand scrutiny.Practical insights on integrating PR FAQ into various organizational contexts.Marcello emphasizes that involving stakeholders early fosters ownership and enhances the robustness of ideas—transforming potential resistance into proactive contribution. He also teases upcoming insights on common pitfalls and best practices when implementing the PR FAQ, which will be explored in a follow-up session.For organizations seeking clarity, alignment, and customer-centric innovation, this episode is a must-listen.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: Get ready for an electrifying AI Friday as hosts Roman Trebon and Kevin Metzger wrap up their three-part series with AI expert David Singer. In this episode, the trio dives deep into how AI is reshaping customer experience, employee satisfaction, and business outcomes. From real-world success stories to a visionary look into the future of AI in contact centers, this conversation is packed with actionable insights. Discover how organizations are leveraging AI to improve NPS scores, reduce employee attrition, and enhance customer interactions. If you're looking to harness AI for tangible business results, this episode is a must-listen.Detailed Analysis: In this episode of the Customer Success Playbook Podcast, Kevin and Roman sit down with David Singer to uncover the true impact of AI on customer success. David breaks down the essential AI strategy: start with the outcome first, then apply AI to optimize processes and workflows.Listeners will hear real-world examples of companies that have successfully used AI-driven dashboards to boost customer experience and employee engagement, leading to a 17% increase in NPS and a 25% reduction in employee attrition. David also paints a compelling picture of the future, where AI deployment will become more cost-effective and widespread, allowing for real-time interventions in customer and employee interactions.The conversation also touches on the evolution of AI in the contact center industry and the shift toward AI-driven numerical modeling. With AI's cost decreasing and accessibility increasing, businesses have more opportunities than ever to implement micro-assists and intelligent automation that enhance both customer and employee experiences.If you’re eager to understand how AI can drive measurable ROI and transform customer success, don’t miss this episode.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: In this episode of the Customer Success Playbook podcast, Kevin Metzger and Roman Trebon sit down with David Singer, Global VP at Variant, to tackle a question that’s top of mind for every organization: How do you balance automation and human connection? From chatbots to IVRs, David shares invaluable insights into how businesses can strategically integrate automation without losing the personal touch that customers crave. Plus, we dive into the metrics that determine whether automation is working—or backfiring. And of course, we get personal, discussing superheroes, travel dreams, and a must-read Jackie Chan biography. Tune in for an engaging conversation that’s as fun as it is informative!Detailed Analysis: Automation is revolutionizing customer interactions, but there’s a fine line between efficiency and alienation. David Singer highlights the evolving customer threshold for automation, explaining how expectations shift over time and why businesses must adapt continuously. He shares real-world examples, including a banking case study, demonstrating how a data-driven approach can prevent over-automation.The key takeaways? First, know your customers—automation preferences vary based on demographic and experiential data. Second, automation isn’t an all-or-nothing game; hybrid approaches often work best. Finally, measurement is everything: businesses should track CX scores, deflection rates, and containment metrics to ensure automation enhances, rather than hinders, the customer experience.Beyond business, David gives us a peek into his personality, from his love of Captain America and Spider-Man to his aspirations of visiting Italy and Greece. Whether you’re a CX professional or just someone who loves a good superhero analogy, this episode is packed with value.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.