The Customer Success Playbook

Send us a textThe podcast discusses how companies can align their entire organization around customer success. The hosts Kevin and Roman interview Sue Nabeth Moore, a thought leader in customer success.Key points:- Customer success needs to be part of the company's strategy, not just a tactical support function. It should be infused top-down in all departments.- Educating the organization on what customer success means is crucial. It focuses on driving outcomes and business gains for customers, which in turn benefits the vendor. - Alignment around objectives and key results (OKRs) is important to get all teams working towards the same goals. - Common challenges include siloed teams, product-centric rather than customer-centric thinking, lack of executive buy-in, and friction between departments like sales and customer success.- Customer intelligence coming into customer success teams should feed into AI to provide insights on customer segmentation, predictive analytics, and ideal customer profiles.- The end goal should be designing customer success into the operating model and all aspects of the company from the outset, not just parachuting it in later as an operational function. It should evolve from a churn-buster to an earn-booster.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 textGet ready for a jam-packed episode with hosts Kevin Metzger and Roman Trebon as they dive into the transformation trends in customer success with expert James Scott! James brings the energy as he unpacks how digital CS is becoming essential for efficient scaling. The insights come rapid-fire as James explores slam dunk starting points like onboarding, leveraging data and AI to unlock new potential, and rallying the entire company around CS as "everyone's job". Learn how tying metrics across teams can drive real outcomes. We discuss the "Help Me" exercise that exposes gaps between what companies think they deliver and what customers really experience. James doubles down on why CS is getting hyper personalized thanks to improving data. Don't miss this episode of the customer success podcast.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 textWelcome to 'The Customer Success Playbook,' your essential guide to mastering the customer success arena. Hosted by Roman Trebon and Kevin Metzger, we bring you thought-provoking insights, strategies, and experiences from the industry's leading minds. Whether you're a seasoned professional or a newcomer, this podcast is your resource to elevate your customer success game.Show Topic and Guest Intro:Today, we delve into the pivotal process of maturing an organization to the point of selecting and implementing a Customer Success platform. This isn't just about the platform - it's about the right strategy, people, and processes that make it successful. From identifying organizational goals to discussing change management and resources for successful implementation, we're covering it all. To help us navigate this complex topic, we're joined by David Ellin.David, is a top-rated Customer Success leader with over two decades of experience spanning start-ups to multibillion-dollar corporations. David, recognized twice as a Top 100 Customer Success influencer, has a track record of transforming Customer Success teams and delivering increased client value. He's achieved significant feats in client renewals and up-sell/cross-sell revenue growth. Currently, as a Revenue Architect at Winning by Design, David is leveraging his deep expertise to emphasize a customer-centric approach and the importance of measuring improvements.Join us as we blend expert advice and insightful discussions to help you navigate the customer success landscape. With David Ellin's wealth of knowledge, let's explore how to take your customer success journey to the next level.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 textJoin hosts Kevin and Roman in this insightful episode as they interview David Jackson, a renowned Customer Success expert and CEO of customer.co. The discussion is focused on the financial aspects of Customer Success within the B2B SaaS domain.Episode Highlights:Customer Success P&L (CSPNL): David introduces the concept of CSPNL and discusses its benefits for financial planning and strategic decision-making.Margin Contribution: Learn how to demonstrate the financial contributions of Customer Success to senior management and the strategies for staying margin positive.Net Revenue Retention (NRR): David explains what NRR is, why it's essential, and how to use it effectively in Customer Success.AI and Automation: David talks about the current and future applications of AI and automation in optimizing Customer Success operations.Deep Dives:Roman asks David about the role of Customer Success in an organization and how it should align with broader organizational goals.Kevin discusses the challenges in building a CSPNL and asks David for practical advice.The conversation touches on the distinction between Customer Success, Support, and Account Management from the customer's perspective.Kevin asks for David's insights on the importance of a Customer Success-centric culture.The episode concludes with David providing insights into the financial workings of SaaS companies and their impact on Customer Success strategies.Summary: This episode is a practical guide to understanding the financial dimensions of Customer Success in B2B SaaS. David Jackson provides valuable insights have a CS P&L planning tool on key metrics like NRR, the importance of being margin positive, and the potential of AI and automation in Customer Success operations.Tune in to The Customer Success Playbook Podcast for an engaging and educational discussion that's a must-listen for Customer Success professionals and SaaS executives. #CustomerSuccess #B2BSaaS #NRR #CSPNL #AIKevin'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 textTitle: The Customer Success Playbook - Episode3: Elevating Proactivity in Customer SuccessWelcome to Episode 3 of 'The Customer Success Playbook,' where your hosts Roman Trebon and Kevin Metzger are set to enrich your customer success journey. Dedicated to bringing you the most recent insights, our hosts draw upon their wealth of expertise to share inspiration and wisdom from top leaders in customer success.In today’s episode, we're putting the spotlight on the essence of proactivity within customer success. By foreseeing your customers’ future needs and persistently seeking enhancements, you can bolster customer retention and fuel growth.Meet the Hosts:Roman Trebon, with over two decades of experience in amplifying customer experiences, driving revenue growth, and fostering long-term customer loyalty, shares his invaluable insights. His extensive experience in the banking and financial services sectors has honed his dedication to empowering organizations in creating outstanding customer journeys.Kevin Metzger, with a diverse background spanning roles such as lifeguard, ski instructor, and professional petroleum injector, brings a unique perspective. Kevin has spent the last 20 years in information systems, acquiring a repertoire of skills including business analysis, project management, systems architecture, and technical account management. He also shares his experience in founding a non-profit and creating TheDADvocateProject.Episode Breakdown:Anticipating Customer Needs: Discover the art of proactively identifying and understanding customer requirements even before they do. Learn how to comprehend business goals and strategies, potential challenges in using your product or service, and anticipate questions or concerns.Proactive Communication: Learn from Kevin Metzger about the significance of reaching out to customers with pertinent information, guidance, and support even before issues arise. Understand how this practice can cultivate trust and portray your business as a reliable partner.Cultivating a Proactive Mindset Among Customer Success Managers: Delve into fostering a proactive culture within your customer success managers. Uncover how this mindset is paramount in anticipating customer needs, averting potential issues, and ultimately, driving customer satisfaction and loyalty.Closing with Fun:As we conclude the episode, Kevin is put to the test with rapid-fire questions. Learn more about his hobbies, preferences, and aspirations.Whether you are an established professional or a newcomer in the realm of customer success, this episode is crafted to help you scale your customer success acumen. Join Roman and Kevin as they explore proactivity's indispensable role and equip you with actionable insights to elevate your customer success game.Don’t miss out! Like, subscribe, comment, and share this episode. Your support enables us to reach a wider audience passionate about customer success. Stay tuned for more episodes as we continue unveiling the future of this ever-evolving profession. Keep on Playing!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 textIn this second episode of the CS Playbook Podcast, we delve into the critical component of Customer Success – the Customer Success Playbook. Discover how this playbook, comprising a range of strategies, acts as your guide in effectively communicating with customers, monitoring key metrics, and continuously enhancing your approach across the entire customer journey.Gist:We kick off by defining what a Customer Success Playbook is. In essence, it's a set of strategies that guides businesses in nurturing and retaining customers through effective communication, measurement of vital metrics, and constant iteration of their strategies throughout the customer journey.Action Items:Develop specialized playbooks for each phase of the customer journey.Tailor your playbooks according to different customer profiles and personas.Ensure that team members are well-versed in the playbook's expectations and steps.Set clear goals and objectives for customer success, including aspects such as renewals and upselling opportunities.Summary:In this episode, we discuss the importance and structure of a Customer Success Playbook. We liken the customer journey to a year-long football season with various stages akin to sales, onboarding, and renewals. In this analogy, the individual playbooks serve as your game plan for each interaction with the customer, guiding you in executing the customer journey with finesse.Playbooks are invaluable tools containing defined strategies that a business can employ to achieve its objectives within the customer journey. They encompass various stages, from pre-sales to post-sales, and are instrumental in facilitating effective communication with customers, tracking essential metrics, and fine-tuning strategies.Beyond the customer, playbooks are also vital for the teams tasked with implementing them. They offer a clear set of expectations and objectives, aiding team members in navigating their roles with greater ease and clarity.Join us as we unravel the intricacies of a Customer Success Playbook and how you can employ it to enhance not only your customer’s journey but also your team’s performance and cohesion.Don't miss out on this insightful episode packed with actionable advice!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 textWelcome to the “Customer Success Playbook Podcast,” hosted by Roman Trebon and Kevin Metzger! Embark on a journey with us as we dive into the vibrant world of customer success, helping you to elevate your skills, strategies, and insights to new heights. Whether you’re just dipping your toes into the field or are a seasoned customer success veteran, our playbook has something for everyone.In each episode, we tackle a plethora of topics crucial to customer success, ranging from account planning, business reviews, and customer journeys to KPIs, AI, segmentation, renewals, and much more. We aim to offer you a playbook of actionable insights, tips, and strategies to excel in customer success.Roman and Kevin, your amiable co-hosts, bring a combined wealth of knowledge, experience, and passion. Roman, with his background in customer journey optimization and process improvement, and Kevin, with his varied experience from serving customers in diverse roles to leading teams of Customer Success Managers (CSMs), offer unique perspectives and invaluable advice.But, that’s not all! We also feature interviews with distinguished leaders in the customer success field. Through engaging discussions, we explore their real-world experiences, uncover the challenges they faced, their strategies for overcoming those challenges, and much more.Our first episode kicks off with Roman and Kevin sharing the origin story of the podcast. They reveal how a simple LinkedIn post about Roman's Certified Customer Success Manager (CCSM) certification sparked a conversation between long-time friends, which eventually culminated in the birth of this podcast. In addition, they delve into their backgrounds, highlighting how their distinct paths led them to customer success.As the series progresses, expect in-depth conversations with experts, discussions on hot topics, and a treasure trove of insights. Our bi-weekly episodes (initially monthly) are packed with information and inspiration to make you think, learn, and grow.So why wait? Subscribe to the “Customer Success Playbook Podcast” and join our community of customer success aficionados. Let’s create our playbook together and set the stage for unparalleled success.Remember: Success is a team sport - keep learning, keep collaborating, keep winning with your customers! Until next time, keep leveling up your customer success game with the Customer Success Playbook!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.