The Customer Success Playbook

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 education, enablement, and collaboration with partners.Listeners will gain insights into the inception and development of Five9’s Partner Success program, the key challenges faced during its first year, and the critical role that listening and understanding partners’ needs play in building a successful program. Pauline and Karen share practical examples of how Five9’s Partner Success team supports and empowers its partners, offering actionable advice for organizations looking to implement similar initiatives.Whether you're a SaaS leader, customer success professional, or interested in strategic partnerships, this episode offers valuable lessons on fostering long-term partner relationships and achieving mutual growth.Detailed Analysis:The episode shines a spotlight on the newly established Partner Success division at Five9, with Karen and Pauline offering an in-depth view of their roles and the strategic goals they aim to achieve.Key points of discussion include the parallels between Customer Success and Partner Success, with a focus on driving retention and empowering partners to deliver exceptional value to their end customers. The dialogue underscores the importance of understanding partner needs, customizing approaches to fit different partners, and establishing a structured, yet flexible, framework for engagement.The latter part of the episode provides actionable insights for organizations considering the creation of a Partner Success team. Karen and Pauline advocate for a foundational approach centered around listening to both internal stakeholders and partners, identifying key pain points and opportunities, and building a responsive and adaptable strategy from the ground up.Key Insights:The critical importance of listening and understanding partner needs when establishing a Partner Success function.The value of creating tailored success plans and the role of continuous feedback in refining and scaling Partner Success initiatives.Practical advice on how to start small, focus on business objectives, and align activities to drive mutual success.Check 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 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 can effectively retain clients and grow revenues from their existing customer base. Irit introduces her unique system, the Customer Method, designed specifically for high-scale businesses. She walks the listeners through a comprehensive framework for assessing a company's current state, controlling churn risk, and systematically improving both customer outcomes and experiences.One of the highlights of the conversation is Irit's explanation of her business assessment model. She uses a quadrant approach to illustrate the relationship between customer experience and outcomes, providing listeners with a clear understanding of where their business stands and what steps they need to take for improvement. Irit emphasizes the importance of companies knowing their place in the business lifecycle and avoiding the common pitfall of trying to scale prematurely.The discussion also covers common mistakes CEOs make, including neglecting to reassess their business regularly and failing to set clear visions and standards for excellence. Irit stresses the critical role of CEOs in leading strategy and maintaining a high-level overview of their company's performance.Irit introduces her innovative 90-day churn challenge program, designed to help businesses reduce churn rates by 5% to 20%. She outlines the program's structure, which includes 12 steps to gain better awareness of business operations, prioritize accounts, and re-engage with inactive customers. The goal is not just to reduce churn but also to uncover upsell opportunities, potentially increasing upsell by 10% just by opening conversations with customers.The hosts and Irit also touch on the importance of regularly reassessing business strategies, understanding and adapting to changes in customer value propositions, and the need for businesses to move from a defensive to an offensive stance in customer retention and growth.Throughout the episode, Irit provides practical advice and actionable insights, making this a must-listen for business owners, CEOs, and customer success professionals looking to improve their strategies and grow their businesses. The conversation is both informative and engaging, with Irit's passion for the subject matter clearly evident.You can find Irit and the CSM Practice at CSMPractice.com. If you are interested in taking Irit's 90-day challenge, reducing your churn, having at least 100 customers and $3Check 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 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 experiences, and ensure sustainable success. Tune in to discover practical tips and learn how a well-defined ICP can transform your customer success efforts.Detailed Analysis:Key Points and Themes:Introduction to ICP:Kevin Maufer defines the Ideal Customer Profile (ICP) as the foundation for targeting customers who will benefit most from a company's products and services.Emphasizes the importance of aligning ICP with business goals to drive growth and expansion.Key Factors in Developing ICP:Discusses criteria such as company size, annual revenue, number of employees, and industry focus.Highlights the significance of understanding customer goals, objectives, and cultural fit.Challenges of Not Having an ICP:Explores the pitfalls of misalignment between sales, marketing, and customer success teams.Describes the consequences of inconsistent customer experiences and the potential for increased churn.Collaborative Approach:Advocates for involving sales, marketing, customer success, and product teams in the ICP development process.Stresses the need for ongoing collaboration and alignment to ensure the ICP remains relevant and effective.Benefits of a Well-Defined ICP:Improved lead conversion rates and revenue growth.Enhanced customer experience through consistent and targeted support.The ability to build specialized expertise within the team, leading to better customer interactions and satisfaction.Practical Advice for CS Leaders:Offers guidance on making a compelling case for change within an organization.Suggests starting with marketing leaders to gain initial buy-in and expand collaboration to sales and product teams.Check 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 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 can navigate current market challenges and the critical role of AI in enhancing customer interactions and business efficiency.The Evolving Role of Customer SuccessSwati Garg emphasized that the role of customer success leaders has significantly evolved over the past few years. Previously, CS was primarily focused on customer satisfaction and retention. Today, it is increasingly recognized as a revenue driver. This shift necessitates a more proactive approach to customer engagement and the strategic use of data to enhance customer value. Garg noted that modern CS leaders must be adept at tying customer success metrics to revenue, thereby demonstrating the value of CS initiatives to internal stakeholders.Essential Qualities of CS LeadersGarg identified five critical qualities that companies look for in CS leaders:Revenue Focus: Leaders need to understand how to connect CS activities with revenue generation.Business Acumen: A deep understanding of the business, including product features and market needs, is essential.Industry Knowledge: Familiarity with customer personas and industry-specific challenges helps in tailoring customer interactions.Communication Skills: Effective internal and external communication is crucial for aligning team efforts and understanding customer feedback.Data-Driven Decision Making: The ability to leverage data and AI tools to inform strategy and improve customer outcomes.The Role of Technology and AISwati Garg discussed the critical role of technology, particularly AI, in customer success. She highlighted that while there are numerous CS platforms available, the key is to select tools that align with the company's specific needs. AI can enhance personalization, provide predictive analytics, and streamline operations. However, Garg cautioned that not all companies may need to adopt AI immediately; the focus should be on finding tools that truly add value to their operations.Current Market Trends and ChallengesThe discussion also covered current trends in the CS job market. Garg noted a high demand for CS leaders who can manage complex customer relationships and possess strong industry knowledge. Despite an abundance of candidates, companies are becoming more selective, seeking individuals with specific skill sets and cultural fit. She also mentioned the importance of hybrid work models inCheck 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 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 challenge of processing diverse customer data to make informed decisions. The conversation delves into how FunnelStory leverages AI to enhance customer journeys, identifies and addresses bottlenecks, and provides key benefits and ROI for companies automating their customer lifecycle management.Listeners will gain insights into FunnelStory's AI-driven approach to improving customer segmentation and targeting, predicting customer behavior and outcomes, and the democratization of analytics through a revenue chatbot. Alok also highlights real-world examples of FunnelStory's success in optimizing customer journeys for clients, emphasizing the platform's ability to rapidly integrate and analyze data, providing immediate value.Tune in to learn how FunnelStory is setting new standards in the customer success industry, enabling teams to achieve faster onboarding, better adoption, and proactive retention strategies.Key Points:Introduction of Alok Shukla and FunnelStory.Alok’s background in cybersecurity and the transition to customer success.How FunnelStory leverages AI to optimize customer journeys.The importance of rapid data integration and visibility.Predicting customer behavior and outcomes with AI.Real-world success stories of FunnelStory’s impact.Check 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 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 these challenges. Rachel's blend of personal anecdotes, professional experience, and practical advice makes this episode a must-listen for anyone in the customer success industry.Key Points and ThemesDefinition and Recognition: Rachel explains what imposter syndrome is and how it manifests in professional settings.Psychological Insights: Understanding the brain's role in creating imposter syndrome and the common cognitive distortions that exacerbate it.Practical Strategies: Techniques such as deep breathing, journaling, and breaking tasks into manageable steps to combat imposter syndrome.Leadership and Team Building: How leaders can identify and address imposter syndrome in their teams, fostering a culture of openness and support.Time Management: The importance of focused, strategic work periods and maintaining boundaries to enhance productivity and reduce stress.Understanding Imposter Syndrome: Rachel starts by defining imposter syndrome as a common psychological phenomenon where individuals doubt their abilities and fear being exposed as frauds. This feeling often arises when professionals step into new roles or face new challenges, causing them to question their competence despite their achievements.Brain Science and Cognitive Distortions: Rachel delves into the brain science behind imposter syndrome, explaining how our minds create false narratives to protect us. She highlights cognitive distortions such as black-and-white thinking, discounting the positive, and fortune-telling, which can lead individuals to underestimate their capabilities.Combatting Imposter Syndrome: Practical strategies are a focal point of the discussion. Rachel advocates for techniques like deep breathing to increase tolerance to stress, writing down thoughts to gain perspective, and using the belief scale to gradually shift self-perceptions. These methods help individuals interrupt negative thought patterns and build confidence over time.Creating a Supportive Team Environment: For leaders, recognizing imposter syndrome in team members is crucial. Rachel emphasizes the importance of one-on-one meetings, fostering open communication, and creating a safe space for employees to share their struggles. Encouraging team members to discuss their failures and learn from them without fear of judgment helps build resilience and confidencCheck 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 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 oversight. The discussion delves into the practical applications of AI in support operations, the integration process, and the future of AI in customer support.Detailed Analysis and InsightsKey Themes:AI Integration in Customer Support:TheLoops enhances existing ticketing systems with AI capabilities, offering real-time data integration and analytics.Ravi emphasizes the importance of having an AI layer to aid agents and managers in resolving complex customer issues by aggregating data from various sources such as CRM and escalation data.Data Utilization and Real-Time Insights:The platform creates a customer engagement graph that provides real-time insights to agents and managers.By unifying disparate data sources, TheLoops enables support agents to access necessary information quickly, improving resolution times and customer satisfaction.Enhanced Agent and Manager Roles:For agents, TheLoops aggregates historical case data and knowledge articles, providing actionable insights and resolution steps within a single panel.Managers benefit from predictive analytics that highlight at-risk customers and identify trends, enabling proactive management of support operations.Automation and Efficiency:TheLoops facilitates the automation of repetitive tasks, allowing agents to focus on more complex issues.By predicting escalations and providing actionable recommendations, the platform helps in optimizing support workflows and reducing operational inefficiencies.Onboarding and Implementation:TheLoops offers a structured onboarding process, integrating with existing support systems and ensuring data accuracy.Ravi outlines the typical implementation timeline, highlighting the quick turnaround from integration to operational use.Future of AI in Customer Support:Ravi predicts that AI will play an increasingly significant role in automating support functions, aiming for up to 80% automation in the next five years.The discussion touches on the evolving nature of AI and its potential to handle more complex support tasks, thus augmenting human agents' roles.Business-Relevant Insights:ROI and Scalability: TheLoops provides significant value by reducing the time agents spend on daCheck 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 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 reactive support to proactive, data-driven strategies.How DataPlant synthesizes complex data to create hyper-personalized messaging.The critical importance of digital empathy in managing a growing number of customer accounts.Real-world examples of DataPlant's impact, including their work with Restaurant 365.Predictions for the future of customer success and the transformative role of AI.Samuel's deep expertise and innovative perspective offer valuable insights and practical strategies for anyone involved in customer success. Don't miss this engaging episode that explores how DataPlant is changing the game and what the future holds for customer success.HTTP://www.dataplant.comhttps://www.ai4diversity.org/podcast/episode/1a1b4367/ai4diversity-meets-aura-or-ai4diversity-podcast-32Check 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 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 significance of transparency, communication, and efficient processes in onboarding. This conversation is packed with actionable insights and practical tips that will help you elevate your customer success strategies, improve customer satisfaction, and boost loyalty.Whether you are a seasoned customer success professional or new to the field, this episode will provide you with valuable knowledge and inspiration. Don’t miss out on Peter’s expert advice on leveraging technology to streamline onboarding and enhance the overall customer experience.Tune in to gain insights that will transform your approach to customer success!Check 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 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, inspired by the need for tools that can scale data insights across sales and customer success teams. He explains how Matik integrates with various data sources such as Salesforce, Snowflake, and Tableau, and how it delivers significant ROI by saving time, improving productivity, and ensuring consistent, data-driven narratives.Listeners will learn about the implementation process of Matik, the various connectors it supports, and the AI-powered features that provide actionable insights from data. Nik also highlights the success of their recent Scale+ CS Summit and shares his vision for future events.Join us for this insightful conversation and discover how Matik is transforming the way customer success teams operate.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.