The Customer Success Playbook

Send us a textIn this compelling episode of The Customer Success Playbook, Eleni Vorvis, a fractional CS leader and consultant, shares invaluable insights on fostering effective collaboration between Customer Success and Product Management teams. She emphasizes the crucial importance of building strong relationships and understanding mutual goals before diving into feature requests and roadmap discussions. The conversation reveals practical strategies for breaking down silos and creating alignment between these two critical departments.Detailed AnalysisThe discussion delves deep into the fundamentals of cross-functional collaboration in SaaS organizations. Vorvis presents a methodical approach to building effective partnerships between Customer Success and Product Management teams, highlighting two essential strategies:First, she emphasizes the importance of establishing alignment on basic definitions and metrics. Before jumping into feature requests or roadmap discussions, CS leaders should invest time in understanding how the Product Management team operates, their goals around usage and adoption, and how they measure success. This foundational work ensures both teams speak the same language and work toward common objectives.Second, Vorvis advocates for direct communication about collaboration preferences. She challenges the common assumption that Product teams are too busy to engage with customers directly. Instead, she recommends explicitly asking Product Management about their preferred level of customer interaction, which often reveals they want more direct customer contact than CS teams might assume.The episode illuminates how these strategies can lead to more effective product development and customer satisfaction. It becomes clear that both teams ultimately share the same goal: building software that delivers genuine value and outcomes for customers. The key lies in creating structured approaches to communication and collaboration that serve both departments' needs.The discussion also touches on the importance of timing and context in these interactions, suggesting that while Product Management's direct involvement might not be necessary for all customer interactions (such as bug fixes), their participation is crucial for strategic discussions about product roadmap and version transitions.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 thought-provoking episode, Mike Sabat, Enterprise Account Executive at Twilio, unveils practical strategies for leveraging AI in customer success and account management. He shares groundbreaking approaches to AI implementation, including using it as a virtual coworker and harnessing tools like Google Gemini for comprehensive account research. The discussion reveals how AI can dramatically reduce research time while improving the quality and depth of account planning.Detailed AnalysisThe episode delves deep into the practical application of AI in customer success, highlighting several transformative approaches:The conversation begins with Mike's innovative perspective on overcoming "AI writer's block" by treating AI as a collaborative coworker rather than just a search tool. This approach helps professionals move past the initial hesitation of not knowing how to integrate AI into their workflow.A significant portion focuses on Mike's revolutionary approach to account planning using AI. He introduces the concept of "meta prompting" - using AI to create comprehensive prompts for deeper research. This method, particularly when combined with Google Gemini's advanced research capabilities, transforms what was previously a days-long research process into a matter of minutes.The discussion highlights the importance of responsible AI usage, with Mike emphasizing the need to be cautious with proprietary information. He provides practical guidelines for maintaining confidentiality while maximizing AI's research capabilities.The episode concludes with insights into how AI can serve as a preparation tool for client meetings, allowing professionals to practice handling potential objections and scenarios before actual client interactions.The transformative impact on time management is particularly noteworthy, with tasks that previously took days now being completed in minutes, allowing for deeper, more comprehensive account research and planning.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 textSummaryIn this thought-provoking discussion, Mike Sabat from Twilio shares his perspective on the potential convergence of Customer Success Management (CSM) and Account Executive (AE) roles in enterprise technology. The conversation delves into how consumption-based pricing models and increasing product complexity are driving this transformation, with particular emphasis on revenue responsibility and customer relationship management in the modern tech landscape.Detailed AnalysisThe episode explores the shifting dynamics of customer-facing roles in enterprise technology, highlighting several key trends and implications:Consumption-Based EvolutionThe discussion begins with an examination of how enterprise software is moving from seat-based to consumption-based pricing models, similar to those employed by major players like AWS, Google Cloud, and OpenAI. This fundamental shift is reshaping how companies structure their customer-facing teams and responsibilities.Role Convergence DriversSabat presents compelling arguments for the merger of CSM and AE roles, particularly in growth-oriented companies. The traditional model of AEs making promises and CSMs cleaning up afterward is becoming obsolete, replaced by a more integrated approach where responsibility for both sales and delivery rests with the same individual.Revenue ResponsibilityA crucial point emerged regarding revenue responsibility in customer success roles. The panel agrees that CSM teams must evolve beyond being cost centers to become revenue generators, either through direct sales responsibility or through packaged services offerings.Specialized ModelsThe discussion acknowledges that while convergence is likely in some areas, specialization will continue to exist. The "hunter" role focused on new logo acquisition will remain distinct, while the "farmer" role may see the most convergence between AE and CSM functions.Future ImplicationsThe conversation concludes with insights into how this evolution might affect organizational structure, skill requirements, and customer relationship management in the coming years, particularly in enterprises with complex, consumption-based products.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 textIn this compelling episode of the Customer Success Playbook podcast, Mike Sabat, Enterprise Account Executive at Twilio, shares his expertise on effectively incorporating upsells into account reviews. He discusses how the increasing complexity of modern products creates opportunities for account managers to deliver additional value through strategic guidance and optimization recommendations. Mike emphasizes the importance of being a trusted advisor, particularly in consumption-based pricing models, and shares practical examples of how understanding customer usage patterns can lead to cost savings and improved outcomes.Detailed AnalysisThe discussion delves into the evolving landscape of customer success and sales, particularly in complex, consumption-based product environments. Mike Sabat provides valuable insights into how account reviews can serve as natural opportunities for meaningful upsell conversations that benefit both the customer and the vendor.Several key themes emerge from the conversation:Product Complexity as an Opportunity The increasing complexity of modern software solutions, particularly those involving data and multiple use cases, creates a natural need for guided optimization. This complexity provides account managers with opportunities to demonstrate value through expert guidance and strategic recommendations.Consumption-Based Model Dynamics Mike highlights the unique characteristics of consumption-based pricing models, using Twilio's messaging services as an example. In these models, understanding usage patterns and optimization opportunities becomes crucial for both cost management and value maximization.Data-Driven Advisory Approach The episode emphasizes the importance of leveraging usage data and industry insights to provide valuable recommendations. Mike shares how analyzing trends in customer usage patterns can uncover opportunities for optimization and cost savings.Cross-Industry Learning A significant portion of the value comes from sharing relevant experiences across similar customers while maintaining confidentiality. This knowledge transfer helps customers benefit from proven solutions and avoid common pitfalls.Human Element in Customer Success The discussion underscores the continued importance of human interaction in enterprise customer success, even as AI advances. The ability to understand unique customer environments and adapt solutions accordingly remains a crucial human skill.The conversation provides practical examples, including how understanding regulatory changes in messaging services led to cost savings for a healthcare client through number type optimization. This demonstrates how technical knowledge combined with customer understanding can create tangible value.For customer success professionals, the episode offers valuable insights into:Structuring account reviews to naturally incorporate upsell opportunitiesBuilding trusted advisor relationships through expertise and industry knowledgeBalancing customer success with business growth objectivesAdapting strategies for consumption-based pricing modelsPlease 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.

Discover how AI is reshaping strategic partnerships in exciting ways! Michael Bernstein shares insights on using AI for market analysis and identifying potential collaborations. Learn about a successful partnership with Mercer University, where AI-informed strategies boosted student engagement through innovative marketing campaigns. The discussion also covers AI's role in streamlining operations and enhancing communication, illustrating how technology can complement human relationships in business. Perfect for anyone looking to leverage AI for partnership growth!

Michael Bernstein, an expert in strategic partnerships and driving customer success, shares his remarkable insights on leveraging partnerships for growth. He discusses how a B2B partnership channel contributed to 25% of subscription acquisitions at the Atlanta Journal Constitution within six months. Bernstein emphasizes the need for executive buy-in, operational capabilities, and thorough planning in partnership initiatives. Through engaging examples, he highlights how strategic collaborations can unlock new customer segments and enhance the overall customer experience.

Send us a textIn this compelling episode, Michael Bernstein, Senior Partner and Business Development Lead at Atlanta Journal Constitution, shares his expertise on creating successful strategic partnerships. He introduces the innovative concept of "win-win-win" scenarios, emphasizing how partnerships must benefit all three key stakeholders: the organization, partners, and end consumers. Through practical examples from AJC's digital subscription programs, Bernstein demonstrates how to structure partnerships that drive meaningful value across the entire ecosystem.Detailed AnalysisBernstein's approach to partnership development reveals sophisticated strategies for modern business relationships. His emphasis on thorough research and active listening sets the foundation for successful partnerships, demonstrating how preliminary understanding of partner priorities can shape more effective collaboration.The discussion showcases practical applications through AJC's innovative membership programs, where digital subscriptions are leveraged as value-adds for partner organizations. This strategy exemplifies how traditional media organizations can adapt to create mutually beneficial relationships in the digital age.Key insights include:The importance of preliminary research using both AI and existing relationship networksHow to structure tiered value propositions that incentivize increased engagementTechniques for frictionless customer onboarding in partnership programsMethods for balancing multiple stakeholder interests in partnership agreementsThe critical role of clear communication and documentation in partnership successThe conversation provides valuable lessons for business development professionals looking to create sustainable partnership programs that drive value across all stakeholders. Bernstein's emphasis on customization and clear objective setting offers a practical framework for partnership development in today's complex business environment.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 textThe conversation delves into how AI is reshaping customer success operations, from analyzing customer profiles to enabling personalized micro-learning experiences. Keith Hanks shares valuable insights on leveraging AI for content repurposing, pattern recognition, and operational efficiency, emphasizing how individual CSMs can take initiative with AI tools to enhance their customer engagement strategies.Detailed AnalysisAI-Driven Customer Profile AnalysisThe discussion highlights three primary areas where AI is making significant impacts in customer success:Pattern Recognition and Analysis: AI's capability to identify traits, outliers, and patterns within customer profiles, bridging the gap between ideal and actual customer profiles.Content Adaptation: The technology's potential to transform new business content into customer success-focused materials, creating efficient infrastructure templates for existing customer engagement.Automated Trigger Systems: Integration with platforms like Gainsight and ChurnZero to establish data-driven, prescriptive plays based on customer behavior patterns.Democratizing Innovation in Customer SuccessA significant focus is placed on individual empowerment, with Keith emphasizing that CSMs don't need to wait for organizational initiatives to leverage AI. The discussion outlines practical ways CSMs can use AI tools to:Repurpose content for different audience segmentsCreate personalized micro-learning experiencesDevelop customer onboarding pathsGenerate customer-specific training materialsFuture ImplicationsThe conversation addresses the evolving landscape of customer success, referencing recent Bain Company research highlighting the growing need for technical expertise in customer success roles. The speakers predict a significant transformation in the CSM role over the next 2-3 years, driven by AI-enabled efficiencies and the resulting ability to focus on deeper technical engagement.Implementation ConsiderationsThe episode provides practical guidance on tool selection, emphasizing the need to balance between:Free/low-cost AI tools for individual initiativesEnterprise-grade solutions for handling proprietary dataSecurity considerations when processing customer informationPlease 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 thought-provoking episode of the Customer Success Playbook podcast, Keith Hanks challenges conventional wisdom about customer profiles. He emphasizes the importance of understanding and adapting to actual customer profiles rather than rigidly adhering to ideal customer profiles (ICP). Keith shares valuable insights on establishing effective sales feedback loops, leveraging experienced sales representatives' knowledge, and creating realistic, replicable customer success stories.Detailed AnalysisThe episode delves into several critical aspects of customer success management and sales alignment:Sales Feedback IntegrationKeith emphasizes the significance of involving sales teams in the post-sale process, particularly during onboarding and quarterly business reviews. This approach serves two purposes:It ensures accountability for promises made during the sales processCreates a valuable feedback loop for refining future sales approachesHistorical Knowledge UtilizationThe discussion highlights the often-overlooked value of experienced sales representatives as organizational historians. Their deep understanding of successful customer relationships can be leveraged to:Improve customer success strategiesGuide newer sales team membersEnhance the overall customer experienceCustomer Profile Reality CheckA crucial insight emerges regarding the verification of marketing materials and case studies. Keith advocates for:Thorough analysis of long-term product usersUnderstanding struggling customer scenariosValidating marketing claims against actual customer experiencesImplementation StrategyThe episode outlines a three-step approach to improving customer profile alignment:Data analysis across cross-functional teamsInvestigation of user behavior patternsVerification of marketing materials against real customer experiencesPractical ApplicationsThe discussion provides actionable strategies for:Conducting effective onboarding handoff callsEstablishing regular cross-functional communicationCreating realistic, achievable customer success storiesNow 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 textSummaryKeith Hanks introduces a groundbreaking perspective on customer profiling by distinguishing between the Ideal Customer Profile (ICP) and what he terms the Actual Customer Profile (ACP). Drawing from his extensive experience in client success and program management, Hanks emphasizes the critical shift that occurs post-contract signing, highlighting how organizations must adapt their approach to serve and understand their existing customer base effectively.Detailed AnalysisThe Evolution of Customer ProfilesThe discussion reveals a fundamental transformation in how businesses should approach customer relationships in the modern era. Hanks introduces the concept of "love your customers, tolerate your prospects," emphasizing the distinct difference between pre-sale targeting and post-sale reality. This perspective challenges traditional customer profiling methods by acknowledging the gap between theoretical ideal customers and actual client relationships.Impact of Modern Work DynamicsA crucial insight emerges regarding the changing nature of customer relationships in the post-COVID landscape:Decreased tenure of client contacts due to remote work flexibilityReduced impact of non-compete clausesAccelerated need for re-onboarding and re-engagement strategiesGrowing importance of adaptable customer success strategiesCross-Functional ImplicationsThe analysis highlights the necessity for enhanced cross-functional collaboration:Integration between sales, marketing, and product teamsNeed for ongoing comparison between target profiles and actual customer behaviorImportance of adaptive learning and engagement strategiesFocus on developing next-generation power usersStrategic RecommendationsRegular assessment of actual customer profiles against ideal customer profilesDevelopment of micro-learning opportunities for evolving customer needsImplementation of power user identification and development programsCreation of adaptive engagement strategies for varying customer tenuresIntegration of AI tools for streamlined customer understandingBusiness Impact ConsiderationsShorter CRO tenures (averaging 17 months) affecting strategic continuityNeed for robust customer success metrics aligned with actual usage patternsImportance of identifying and nurturing power usersFocus on sustainable customer relationships over initial targetingNow 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.