The Customer Success Playbook

Marcus Vasselle, author of the customer success maturity model, discusses the 30/60/90 day plan when entering a company. They explore the crawl walk run model of customer success and evaluate people, processes, and technology in the first 30 days. They use a framework to identify areas of improvement.

Kevin Metzger and Roman Trebon reflect on the past year of the podcast, discussing favorite guests and lessons learned. They emphasize the importance of treating customer success as a business, implementing key takeaways, and delivering value. The speakers share predictions for 2024, highlighting the impact of AI and ML. They stress the need for customer success teams to shift from cost centers to revenue generators.

Andrew Marks, an expert in customer success certification and professional development, discusses the value of certifications in customer success and the impact of training on career growth. They also explore the role of AI in knowledge workers and the key skills needed for customer success. The guest shares personal travel experiences and promotes their website, Success Coaching.

Andrew Marks, professional development and global impact, discusses the value of customer success certification and the role of Success Hacker. The conversation explores various training programs and methodologies, integration of customer success into sales processes, the demands of the subscription economy, and the impact of AI. Key skills for customer success include active listening, empathy, technical knowledge, and data analysis. The episode also includes rapid fire questions and information about training programs.

Send us a textThis episod of the Customer Success Playbook podcast focuses on how AI is transforming customer success. Emilia from Growht Molocules talks about,  how AI platforms can aggregate data to build more insightful executive business reviews. Help with training, by giving feedback to help CS teams improve. She also discusses how AI helps with customer communications, by enabling personalization, pulling in account data, and even automating messages.Some of the key insights are:The podcast focuses on how AI is transforming customer success, especially around onboarding, education, outreach, and retention.Tools like Update AI help capture meeting info, provide transcripts and next steps to boost CS team efficiency.AI platforms like Maddock can aggregate data to build executive business reviews with new insights.AI can help provide training feedback to CS teams on areas to improve like keywords missed or voice delivery.AI enables personalization even in automated communications by pulling in account data.Pitfalls when implementing AI include poor rollout, lack of communication on its purpose, and unclear roles. Reflection and iteration are key.AI allows CSMs to spend less time on repetitive tasks and more on using data strategically.Important AI voices highlighted are leaders at Update AI, Mira Murati of ChatGPT, and CS platform companies incorporating AI.Data privacy, mental health support, ethics and human-centric AI are important considerations for the future.Find out more about Emilia and her company at https://growthmolecules.com/You can also access the white paper discussed in the Podcast at https://hubs.ly/Q0213rkj0Kevin's offeringPlease 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.

Seasoned career coach, Carly Agar, shares valuable insights on job hunting in customer success, including networking techniques, personal branding strategies, and AI in job searches. She also discusses the importance of staying informed about industry trends and resources for a successful job search. Plus, tips on managing job search-related stress and finding support during a career transition.

Discover insider tips on navigating the competitive customer success job market from Carly Agar. Learn about standing out in applications, networking, and honing interviewing skills. Carly also emphasizes mental health management during the job search process and offers unique strategies for resume optimization. Tune in for a wealth of knowledge and resources to excel in customer success careers.

Send us a textWant to unlock the secret to driving success through a growth mindset? Our latest conversation with the inspiring Julie Fox will help you do just that. Julie, renowned for her dynamic leadership style, shares insights on fostering open-mindedness, building trust, advocating continuous improvement, and integrating candid feedback in a team. She also espouses the power of radical candor—a concept she borrowed from Kim Scott's book. Julie's belief in the absence of a finish line with any client and the necessity of consistently providing value is her unique approach to customer success.Our chat with Julie is not just about leadership; it exemplifies the power of a growth mindset in influencing customer success. In this episode, Julie’s insights will help you rethink your approach to team building and customer success, stimulate open conversations and idea sharing, and promote continuous improvement. We also revisit our insightful conversation with Greg Danes about late-stage churn. Remember, leveraging difficult situations into opportunities for growth is quintessential for a successful leader. Join us in this enriching episode filled with practical wisdom and inspiration.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 textThe "Customer Success Playbook Podcast" recently hosted Julie Fox, a distinguished figure in the realm of customer success. Julie's insights and experiences, shared during her segment, offer invaluable lessons for professionals in the field.From her early days, Julie has been driven by a desire to make a significant impact. Interestingly, her journey didn't commence in tech or customer success. She began her professional life in commercial real estate and navigated through diverse roles in sales and marketing. This exploration, she emphasizes, is vital. Young professionals shouldn't feel confined to a specific path but should be open to experiencing various roles.A recurring theme in Julie's narrative is her natural inclination towards leadership. Regardless of her position, she frequently found herself guiding teams, underscoring her innate ability to lead and her passion for coaching. This zeal for mentoring is a testament to her belief in the power of guiding others to achieve their best.Julie's transition to the tech sector marked her deep dive into customer success. Here, she played an instrumental role in crafting playbooks and programs, shaping her approach to the field. This initial foray was characterized by a "learn-as-you-go" ethos. The team adopted a "trial by fire" approach, experimenting with different strategies to ascertain what worked. This experiential learning, coupled with open communication and consistent feedback, facilitated rapid growth.In her subsequent role, Julie joined an established, world-class customer success team. This shift presented her with a fresh set of challenges and opportunities. She could now apply her accumulated knowledge to a team that already had robust systems in place. This experience highlighted the importance of continuous learning and adaptability, even when integrating into a well-oiled machine.One of Julie's profound insights relates to the ever-evolving nature of customer success. She believes there's no end-point; teams must perpetually innovate and adapt. This continuous drive for improvement ensures that customer success professionals remain at the forefront of delivering unparalleled value to their clients.To conclude, Julie Fox's segment on the podcast is a treasure trove of insights for anyone in the customer success domain. Her journey, characterized by exploration, natural leadership, and a passion for coaching, offers invaluable lessons. Whether you're just starting in the field or are a seasoned professional, Julie's emphasis on experiential learning, feedback, and the never-ending journey of improvement is a testament to the dynamic and rewarding nature of customer success.Kevin's offeringPlease 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 textUnlock the power of data in your business with insights from our recent guest, the remarkable Ed Powers. Feast your ears on a riveting conversation that explores the essence of data-driven decision-making in Customer Success. Ed Powers, an esteemed expert who delivers enlightening courses on Udemy and Success Hacker, shares his expertise on customer health scores and how companies are harnessing the power of data to predict customer outcomes. Join us as we explore the journey from subjective health scores to AI-powered, data-driven decision-making.Dive into the world of AI and its role in processing massive amounts of data to predict outcomes. Ed Powers provides a tantalizing preview of his upcoming courses discussing generative AI. We also bring to light the importance of unearthing data that aligns with your company's goals, which often requires reaching out to customers for discussions. Listen to our stimulating discourse on customer satisfaction and churn. With Ed's insightful ideas, you're sure to leave pondering a few burning questions that just might be the foundation for our future episodes.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.