The Customer Success Playbook

Send us a textIn this reflective episode, hosts Roman Trebon and Kevin Metzger share insights from their podcast's successful year, highlighting the growth of their audience to over 5,000 monthly downloads and the expanding influence of their platform in the customer success community. They discuss the evolving nature of customer success, emphasizing its transformation from a departmental function to a company-wide imperative, and reveal their plans to broaden their guest roster beyond traditional CS roles in 2025.Detailed AnalysisGrowth and Community ImpactAchieved milestone of 5,000 downloads in October 2023Received unsolicited mentions on Reddit and LinkedInFeatured numerous Customer Success 100 honorees as guestsBuilt strong connections within the Atlanta customer success communityDemonstrated organic growth through community engagement and word-of-mouth recommendationsIndustry Insights and TrendsRevenue-Driven CS Departments Evolution of CS departments toward revenue-based KPIsShift from cost centers to revenue generatorsIntegration of success metrics with business outcomesCross-Functional Success Recognition of customer success as an organization-wide responsibilityImportance of aligning all departments (Finance, Marketing, Product) with customer success goalsImpact of operational efficiency on customer satisfactionCommunity Development Growth of local CS communities through various engagement formatsImportance of networking and knowledge sharingValue of maintaining professional connections beyond podcast appearancesFuture DirectionPlans to expand guest roster beyond traditional CS roles in 2025Focus on cross-departmental perspectives on customer successCommitment to showcasing diverse viewpoints and experiencesPlease 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 engage with Dickey Singh, CEO and founder of Cast.app, to explore the transformative potential of AI agents in customer success. The discussion reveals how AI agents can revolutionize customer engagement by handling routine tasks while enabling CSMs to focus on high-value activities, potentially generating millions in additional revenue without adding headcount.Key Themes and InsightsAI Agent ImplementationAI agents can handle mundane, repetitive tasks across the customer lifecycleFocus on 100% account coverage without additional headcountIntegration with multiple data sources and systems (Salesforce, Gainsight, Snowflake, etc.)Role Evolution of CSMsShift from routine tasks to strategic activitiesFocus on four key areas: empathy, relationship building, solving new challenges, providing expertiseEnhanced efficiency through AI supportTechnical ImplementationSophisticated hallucination prevention mechanismsReal-time confidence scoring for AI responsesSecure data handling without synchronizationIntegration across multiple enterprise systemsBusiness ImpactPure Storage: $1.6 million in additional annual revenueHPE: Significant improvement in customer engagementRoute: 3x industry average engagement ratesSubstantial ROI improvements (1000-4000%)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 illuminating episode of Customer Success Playbook (S2E45), industry veteran Brian Powers shares his extensive insights on the transformation of call centers through AI integration. With 25 years of experience, Powers presents a compelling vision of how artificial intelligence is revolutionizing customer service operations. The discussion challenges the common misconception that AI will replace human agents, instead highlighting how it's enabling an evolution in customer service roles and capabilities.Detailed AnalysisThe Evolution of Call Center OperationsPowers provides a historical perspective, drawing parallels between current AI adoption and previous technological transitions like e-commerce. He emphasizes that, similar to past innovations, AI represents an evolution rather than extinction for call center operations. The technology is fundamentally changing how customer service is delivered, creating new roles and opportunities rather than eliminating jobs.Key Transformations in Agent RolesUpskilling Opportunities: AI is enabling agents to transition from routine tasks to more complex problem-solving and relationship-building rolesEmergence of New Positions: The rise of "conversational engineering" as a specialized fieldReal-time AI Assistance: Implementation of AI systems that provide agents with instant access to customer history, suggested responses, and de-escalation strategiesQuality Assurance Evolution: Transition from spot-checking to continuous, AI-powered call analysis and feedbackStrategic Implementation ConsiderationsPowers emphasizes the importance of:Realistic resource allocation and timeline planningThorough vendor evaluation to avoid "vaporware"Integration of robust cybersecurity measuresDevelopment of clear ethical guidelines for AI usageImplementation of independent system auditsCustomer education regarding data usageFuture Outlook: The Age of AssistanceThe discussion concludes with a vision of the future centered on:Proactive customer service deliveryEnhanced personalization capabilitiesBalanced integration of AI and human touchFocus on customer empowerment through technologyPlease 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 textExecutive SummaryIn this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage with Brian Powers, a veteran with 25 years of customer success experience, to explore AI's transformative impact on call center operations. Powers, drawing from his experience implementing AI solutions for major companies like American Airlines and Capital One, provides a balanced perspective on how AI is reshaping customer service while emphasizing that it's more evolution than revolution.Key Insights & Business AnalysisAI's Role in Call Center TransformationAutomation of Tier 0/1 Interactions: Basic transactions are increasingly automated, leading to upskilling of human agentsAgent Augmentation: AI provides real-time guidance, improving first-call resolution and customer experienceOrganizational Flattening: AI supervision tools reduce the need for traditional hierarchical supervision structuresQuality Assurance Revolution: Moving from sampling 5-8 calls monthly to automated analysis of 90%+ of interactionsImplementation Challenges & SolutionsResource RequirementsNeed for specialized roles like conversational engineersImportance of continuous monitoring and optimizationChallenge of allocating top talent to AI initiativesBusiness Case DevelopmentFocus on transaction automation potentialROI calculation based on call volume reductionConsideration of implementation timeline and resource costsStrategic ConsiderationsImportance of proper expectation settingNeed for cybersecurity measuresBalance between automation and human touchFuture Trends & OpportunitiesProactive Service: Shift from reactive to predictive customer serviceException-Based Model: Evolution of call centers into exception handling centersDemographics Impact: Growing acceptance of AI interactions among younger consumersOutbound Innovation: AI qualification of leads before human engagementPlease 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 textThis episode explores the challenges and strategies of scaling customer success operations, featuring Vitor Meira, Senior Customer Success Manager at Zendesk. The discussion covers managing large customer portfolios, leveraging AI for enhanced customer support, and maintaining personalized relationships while handling hundreds of clients. Key insights include Zendesk's hybrid approach to customer support, data-driven decision making, and the transformative potential of AI in customer success.Detailed AnalysisPortfolio Management at ScaleZendesk's CSMs manage approximately 200 clients eachHybrid support model combining personalized attention with scalable group sessionsImplementation of data-driven customer health scores for proactive managementStrategic approach to ghost account reactivation through targeted campaignsTechnology and InnovationExtensive use of data analytics for customer insightsCustomer health scoring system for preventive careAI integration for enhanced efficiency and personalizationPotential for AI-powered pre-meeting briefings and 24/7 supportCross-Departmental CollaborationEmphasis on team-based approach to customer successIntegration between sales, marketing, and technical teamsCSMs acting as bridges between customers and sales for upsellingValue-driven relationship building versus traditional sales approachesFuture Trends and AI ImplementationAI's role in transforming onboarding and technical supportNatural language processing for customer interaction analysisContinuous learning systems for AI-powered agentsBalance between automation and human connectionTraining and DevelopmentAI-powered training materials creationEfficient employee development without dedicated training teamsScalable learning solutions for customer success teamsPlease 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 engage with Vitor Meira, a senior customer success manager at Zendesk, to explore the intricacies of managing large-scale customer success operations. Vitor shares his expertise in managing a portfolio of 200+ B2B customers, discussing strategies for balancing personalized attention with scalable group activities, leveraging data analytics for customer health monitoring, and implementing effective cross-functional collaboration.Key Business InsightsPortfolio Management StrategiesHybrid engagement model combining one-on-one meetings with group activitiesData-driven prioritization using customer health scoresStrategic use of automation tools for efficient customer outreachFocus on quick relationship building due to limited touchpoint opportunitiesOperational ExcellenceImplementation of both personalized and group-based customer success programsUtilization of data analytics for identifying customer health patternsIntegration of tools like Outreach and Gainsite for streamlined communicationDevelopment of targeted campaigns based on customer segmentationCross-functional CollaborationStrong emphasis on alignment with sales teams for qualified lead generationStrategic partnerships with marketing for success story developmentIntegration with technical teams for enhanced customer supportRegular coordination with product teams for feature adoption insightsFuture of Customer SuccessIntegration of AI for enhanced productivity and content creationPotential for AI-driven customer insights and recommendation systemsEvolution towards more data-informed customer interactionsFocus on efficiency through automated processes while maintaining personal touchPlease 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 the intricacies of the customer lifecycle, challenging the oversimplified view many companies hold. Armaly introduces the concept of customer satisfaction as a dynamic, wave-like journey, emphasizing the importance of understanding and adapting to its ebbs and flows. The discussion covers crucial aspects of customer success, including seamless handoffs between departments, data-driven processes, personalized enablement, and the strategic use of AI in enhancing customer relationships.Detailed AnalysisThe Dynamic Customer Journey: Armaly dispels the myth of a linear customer journey, likening it instead to riding a roller coaster or surfing a wave. This analogy underscores the emotional and unpredictable nature of customer satisfaction, urging businesses to adopt a more nuanced approach to customer success.Seamless Departmental Transitions: The podcast highlights the critical importance of smooth handoffs between different teams, from sales to onboarding to enablement. Armaly stresses that these transitions are pivotal in maintaining customer momentum and preventing friction that could lead to negative perceptions.Data-Driven Customer Success: The conversation emphasizes the need for unified, data-driven processes across organizations. Access to comprehensive customer information enables personalized interactions and timely support, contributing to a more effective customer success strategy.Personalized Onboarding and Enablement: Armaly advocates for tailored onboarding experiences, recognizing that each customer has unique needs and learning styles. The discussion extends to enablement, emphasizing the importance of empowering customers to understand the full potential of products in solving their specific challenges.Health Scoring and Proactive Management: The podcast delves into the concept of sophisticated health scoring systems as a "crucible for business transformation." These systems provide real-time insights into customer relationship health, allowing for proactive intervention and risk mitigation.The Role of AI in Customer Success: Armaly shares insights on how AI is revolutionizing customer relationship management, citing examples from Oracle. He emphasizes the need for a strategic approach to AI implementation, balancing automation with the essential human touch in customer interactions.Breaking Down Silos: The discussion touches on the potential of AI to break down organizational silos, fostering a more collaborative and customer-centric approach across different departments.The Human Element in Customer Success: Despite the focus on technology and data, the podcast reinforces the importance of human connection in building lasting customer relationships, as exemplified by Armaly's personal anecdotes.This episode provides valuable insights for businesses looking to enhance their customer success strategies, offering a blend of strategic thinking, practical advice, and forward-looking perspectives on the evolving landscape of customer relationship management.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 textSummaryIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful discussion with Peter Armaly,  about the intricacies of the customer lifecycle. The conversation delves into the dangers of oversimplifying customer engagement, the importance of seamless handoffs between teams, and strategies for driving adoption and optimization throughout the customer journey.Detailed AnalysisUnderstanding the Customer LifecyclePeter Armaly emphasizes the risks of oversimplifying the customer lifecycle, highlighting that it can lead to misunderstandings and potential churn. He stresses the importance of recognizing the natural ebbs and flows in customer satisfaction and the need for processes and people to be in place to address these fluctuations.Onboarding and EnablementThe discussion covers the critical phases of onboarding and enablement. Armaly underscores the importance of clear communication, setting specific expectations, and personalizing the experience for each customer. He advocates for multi-format learning plans and regular check-ins to ensure progress.Optimization and RenewalsA significant portion of the conversation focuses on the often-overlooked optimization phase. Armaly promotes the use of sophisticated health scoring systems to continuously monitor customer progress towards their desired outcomes. He argues that optimization should be an ongoing process rather than a last-minute effort before renewal.Cross-Functional CommunicationThe podcast highlights the necessity of regular communication between customer success, sales, and renewal teams. This collaboration ensures a comprehensive understanding of the customer's situation and helps identify upsell opportunities and potential risks early on.AI in Customer SuccessThe conversation concludes with a discussion on the role of AI in customer success. Armaly sees AI as a valuable tool for automating mundane tasks, improving CRM systems, and potentially breaking down organizational silos. However, he cautions against unstructured experimentation and advocates for a centralized, strategic approach to AI implementation in customer success operations.Business-Relevant InsightsOversimplification of the customer lifecycle can lead to misaligned expectations and increased churn.Personalized enablement and training plans are crucial for customer adoption and success.Continuous optimization throughout the customer journey is more effective than focusing solely on renewal periods.Cross-functional communication between customer success, sales, and renewal teams is vital for a holistic understanding of customer health.AI has the potential to significantly improve efficiency in customer success operations, but its implementation should be strategic and centralized.Find Peter on LinkedinPlease 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, host Kevin Metzger interviews Sadee Akhtar, a tech leader specializing in optimizing collaboration between customer success (CS) and professional services (PS) teams. Sadee shares six key insights on improving team dynamics during the onboarding process, emphasizing the importance of data-driven decision making, aligning on customer journey design, and ensuring smooth handoffs between teams.Detailed Analysis1. Data-Driven Approach to OnboardingSadee emphasizes the importance of balancing quantitative data with qualitative insights when designing the onboarding process. She notes that gathering a comprehensive view of the customer journey often requires multiple layers of investigation, as different teams (sales, CS, PS) may use various systems to track customer data. This holistic approach ensures that teams can identify pain points and areas for improvement more accurately.2. Aligning on Customer Journey DesignThe discussion highlights the critical need for establishing design principles that reflect both customer and business needs. Sadee recommends:Creating ease for both the organization (efficiency) and the customer (optimized experience)Adopting simple, straightforward principles focused on designing with the user in mindAligning these principles across all post-sales teams to ensure consistency3. Effective Tooling StrategiesThe conversation delves into the challenges of selecting and implementing tools that enhance collaboration between CS and PS teams. Key points include:Choosing tools that align with customers' work styles (e.g., Jira for software engineering clients)Considering both large-scale systems and smaller communication tools (e.g., Slack channels, conferencing systems)Leveraging tools to facilitate feedback collection and improve the overall customer experience4. Streamlining Handoff ProcessesSadee stresses the importance of a well-designed handoff process between sales, PS, and CS teams. She suggests:Clearly defining responsibilities for each stage of the customer journeyAutomating information collection where possible to reduce manual handover tasksFocusing on key information rather than overwhelming teams with unnecessary details5. Addressing Common ChallengesTo tackle challenges in CS and PS collaboration, Sadee recommends:Investing in a well-defined customer journey that all teams understandSetting realistic and achievable goals (e.g., OKRs) for implementation timelines and value deliveryMaintaining open communication channels between teamsBuilding strong relationships and empathy with customers6. Post-Go-Live Support ConsiderationsThe discussion touches on the importance of planning for post-go-live support during the onboarding process. This includes:Understanding what needs to be done during onboarding to ensure smooth post-go-live supportRecognizing the constraints of professional services budgets and tiPlease 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 discuss their innovative use of AI to create a post-game show. The episode features insights from an interview with Meredith Mann from LinkedIn, exploring the transformative potential of AI in customer success. Key themes include AI as an empowering tool rather than a job replacement, practical applications of AI in customer success workflows, and the enduring importance of human skills in an AI-augmented landscape.Detailed AnalysisAI as an Empowerment ToolMeredith Mann presents a refreshing perspective on AI, viewing it not as a threat to jobs but as a powerful tool to enhance customer success teams' capabilities. She uses an analogy of upgrading bike tires to illustrate how AI integration improves efficiency without fundamentally changing the human element of customer success.Customer Success EquationMann introduces a customer success equation: Customer Success = (Customer Experience + Customer Outcomes) / Effort. This formula underscores how AI can optimize efforts, leading to improved experiences and outcomes without increasing the workload on customer success managers (CSMs).Practical AI ApplicationsThe discussion highlights several practical applications of AI in customer success:Meeting summarization and note-takingEmail draftingPersonalized learning paths for customersEnhanced customer success plans using predictive analyticsData-driven value reviewsAI-Driven PersonalizationA significant focus is placed on AI's ability to personalize experiences at scale. This includes tailoring learning paths, content recommendations, and customer success plans based on individual customer needs, goals, and industry contexts.The Human Element in AI EraDespite the advancements in AI, the podcast emphasizes the irreplaceable nature of human skills in customer success. Empathy, emotional intelligence, and the ability to build trust remain crucial. The role of CSMs is portrayed as more vital than ever, with AI augmenting their abilities rather than replacing them.Future of WorkThe discussion touches on the importance of 'heart' in the future of work, highlighting that while AI can automate tasks and analyze data, it cannot replicate uniquely human qualities like compassion and emotional connection.Business InsightsAI integration can lead to significant time savings, with some LinkedIn teams already saving hundreds of hours of work.The future of customer success lies in a balanced approach, leveraging AI for efficiency and data-driven insights while relying on human skills for relationship building and strategic decision-making.AI can transform value reviews by providing meaningful, data-driven insights that CSMs can use to have more productive conversations with customers.The podcast suggests a shift in skill focus for CSMs, emphasizing the need to develop skills in AI tool utilization alongside traditional relationship-building capabilities.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 textSummaryIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful conversation with Meredith Mann, Director of Global Consulting Services at LinkedIn. The discussion revolves around the integration of AI in customer success, its potential benefits, challenges, and ethical considerations. Mann shares her experiences and strategies for leveraging AI to enhance customer engagement and drive better outcomes while maintaining the crucial human element in customer relationships.Detailed AnalysisAI Integration in Customer SuccessMann introduces a framework for customer success, emphasizing that it's a combination of customer experience and customer outcomes. She proposes that AI can enhance this equation by improving efficiency in three key areas:Productivity: Streamlining tasks to allow more time for meaningful customer interactions.Customer Experiences: Leveraging AI to analyze macro and micro trends, enabling more informed decision-making.Improved Outcomes: Balancing AI-driven insights with human touch to deliver better products and services.Practical Applications of AIThe discussion highlights several practical applications of AI in customer success:Automating administrative tasks like meeting summaries and CRM updatesCreating personalized learning paths for customersEnhancing data analysis for more informed customer interactionsEthical Considerations and Responsible AI UseMann emphasizes the importance of establishing clear, responsible AI principles within organizations. LinkedIn's approach includes:Aligning AI use with the company's missionPromoting fairness and inclusionUpholding trust through privacy and security measuresMaintaining transparency about AI usageEnsuring accountability and human oversightChallenges and PitfallsThe conversation acknowledges potential downsides of AI implementation, particularly the fear and anxiety it may generate among employees and customers regarding job security. Mann suggests that addressing these concerns through open communication and responsible implementation is crucial.Future OutlookThe podcast concludes with a perspective on the future of customer success in the age of AI. Mann quotes economist Niche Raman, suggesting that while jobs of the past were about muscles and current jobs are about brains, future jobs will be about heart. This underscores the continued importance of human-centric values in customer success, with AI serving as a tool to enhance, rather than replace, human interactions.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 textThis special episode of Customer Success Playbook celebrates 5,000 downloads by using AI to analyze and synthesize insights from past episodes. The AI-generated conversation covers key trends in customer success, focusing on the impact of artificial intelligence. Major topics include:The evolving job market for customer success professionalsHow AI is transforming data analysis and customer insightsThe importance of proactive, personalized customer experiencesEmerging AI-powered tools for customer success teamsThe critical role of human skills like empathy and creativityStrategies for effective partner success managementThe need for continuous learning in a rapidly changing fieldThe episode highlights how AI is augmenting human capabilities in customer success rather than replacing them, emphasizing the ongoing importance of human connection and relationship-building.Part 2 - Detailed analysis with business-relevant insights:This innovative AI-generated episode offers a comprehensive overview of the current state and future trajectory of customer success, with several key insights for business leaders:Evolving skill requirements: The job market for customer success professionals is becoming more competitive, with a growing emphasis on domain expertise and strategic networking. Companies should invest in training and development to keep their teams' skills current.Data-driven decision making: AI-powered analytics tools are enabling customer success teams to uncover deeper insights and patterns in customer behavior. Businesses should prioritize collecting and organizing high-quality data to fuel these AI initiatives.Proactive customer engagement: AI is enabling more predictive and personalized customer experiences. Companies should explore tools that help anticipate customer needs and automate routine tasks, freeing up CSMs to focus on high-value interactions.AI-powered efficiency: Tools like Matik, The Loops, and Gong are automating time-consuming tasks and providing valuable insights. Businesses should evaluate these solutions to enhance their customer success operations.Personalization at scale: Companies like Netflix, Amazon, and Stitch Fix demonstrate the power of AI-driven personalization. Even smaller businesses can leverage AI to create more tailored customer experiences.Partner success strategies: Effective partner management is crucial for scaling customer success efforts. Treating partners as extensions of your team and leveraging AI for communication and progress tracking can drive mutual success.Human-AI synergy: While AI is transforming the field, human skills like empathy, creativity, and relationship-building remain critical. Companies should strive to find the right balance between technological efficiency and human touch.Continuous learning culture: The rapid pace of change in customer success necessitates a commitment to ongoing learning and adaptation. Organizations should foster a culture of curiosity and experimentation to stay ahead of the curve.This episode underscores the transformative potentialPlease 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 interview Jasmine Reynolds, a Customer Success Manager at Pluralsight, about applying Scrum methodologies to customer onboarding. Jasmine discusses how Scrum, typically associated with software development, can significantly enhance the customer onboarding experience. She outlines six key Scrum techniques that can be immediately applied to onboarding processes, including prioritized backlog, sprint-based onboarding, daily stand-ups, and continuous feedback loops. The discussion highlights the benefits of this approach, such as improved time to value, increased customer satisfaction, and stronger client relationships. Detailed AnalysisThe application of Scrum to customer onboarding represents a significant innovation in customer success practices. This approach addresses several critical challenges in traditional onboarding processes:Flexibility and Adaptability: By breaking the onboarding journey into sprints, companies can respond more quickly to changing customer needs and feedback. This agility is crucial in today's fast-paced business environment where customer requirements can shift rapidly.Cross-Functional Collaboration: The Scrum approach encourages better coordination among various teams involved in onboarding, including sales, customer success, product, and support. This holistic approach ensures that all aspects of the customer's needs are addressed cohesively.Accelerated Time to Value: By focusing on delivering value in each sprint, businesses can ensure that customers start seeing benefits from their investment much earlier in the process. This rapid demonstration of value can significantly impact customer satisfaction and long-term retention.Enhanced Customer Communication: Daily stand-ups and regular feedback sessions keep the customer closely involved in the onboarding process. This transparency builds trust and allows for immediate course corrections if needed.Measurable Progress: The sprint structure provides clear milestones and measurable progress, making it easier to track the effectiveness of the onboarding process and identify areas for improvement.Scope Management: While scope creep remains a challenge, the sprint-based approach provides a framework for managing and prioritizing additional requests without derailing the entire onboarding process.Continuous Improvement: Regular retrospectives allow teams to refine their onboarding processes continuously, leading to ongoing improvements in efficiency and effectiveness.For businesses looking to implement this approach, Jasmine recommends starting by breaking existing onboarding processes into sprints, defining clear value deliverables for each sprint, and creating a prioritized backlog. She emphasizes the importance of flexibility and setting clear expectations with customers.The potential integration of AI tools in this Scrum-based onboarding process presents an exciting opportunity for further innovation. AI could potentially assist in sprint planning, predicting potential issuPlease 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 special CSP-CSI edition, hosts Roman Trebon and Kevin Metzger dive deep into the world of customer education with Justin Chappell, CSCX Strategic Advisor at Growth Molecules. Justin shares invaluable insights on creating effective customer education strategies, leveraging micro-learning, and driving customer success through innovative approaches to training and enablement.Detailed Analysis:The Critical Role of Customer Education: Justin emphasizes how customer education has become a crucial pillar in driving customer success, empowering customers to achieve their goals with products and solutions while bringing autonomy and efficiency to customer interactions.Micro-Style Learning: The discussion highlights the effectiveness of bite-sized, targeted learning experiences that meet customers where they are in their workflow, allowing for quick understanding and immediate action.In-App Experiences: Justin shares best practices for delivering in-app education, stressing the importance of purpose-built, contextual learning that doesn't disrupt the user's workflow.Overcoming Resource Challenges: The conversation addresses how companies can leverage existing content and cross-functional collaboration to build effective education programs, even with limited resources.Gamification and Certifications: Justin discusses the potential of gamification and certification programs in driving engagement, retention, and even creating new revenue streams.Measuring Success and Gaining Stakeholder Buy-In: The podcast explores strategies for demonstrating the ROI of customer education initiatives, including metrics like improved retention rates and reduced support costs.Future Trends: The discussion concludes with insights into the future of customer education, including hyper-personalization, AI-driven content creation, and integrated learning experiences across various customer touchpoints.You can find Justin on LinkedIn here: https://www.linkedin.com/in/justchappell/Link to Growth Molecules:  https://growthmolecules.com/Link to CS Insider: https://www.csinsider.co/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, hosts Roman Trebon and Kevin Metzger interview Katie Clark, Implementation Manager at PocketHealth, about the critical process of securing internal stakeholder buy-in for major initiatives. Katie shares her expertise on understanding different stakeholder types, generating momentum, crafting compelling messages, overcoming resistance, and celebrating success.Detailed AnalysisKey Themes:Importance of Stakeholder Buy-In: Katie emphasizes that stakeholders are the ultimate decision-makers who control resources and project approval. Without their support, projects can stagnate, leading to delays and potential career limitations.Understanding Your Audience: Katie categorizes stakeholders into three groups: founders (emotional/personal stakes), investors (financial focus), and community (voice of the customer). Tailoring communication to each group's motivations is crucial for success.Identifying Stakeholders: Leveraging information from the sales process, analyzing job titles, and engaging in direct conversations are effective methods for understanding stakeholder roles and motivations.Communication Strategies: Over-communication and transparency are vital.Weekly project updates and milestone celebrations keep stakeholders engaged.Adapting communication styles to suit different stakeholders (e.g., data-driven vs. narrative-focused).The importance of face-to-face communication, even in remote settings.Overcoming Resistance: Directly asking stakeholders about their concerns.Rallying support from initial project champions.Creating a sense of urgency to drive action.Continuous Buy-In: Buy-in is not a one-time event but an ongoing process throughout the project lifecycle.Transparency in Setbacks: Being open about challenges builds trust and demonstrates adaptability.Role of AI in Communication: AI can be a supportive tool for improving communication skills but should not replace genuine, personal communication.Business Insights:Stakeholder Mapping: Develop a comprehensive stakeholder map at the project outset to identify key decision-makers and their motivations.Communication Planning: Create a tailored communication plan for each stakeholder group, considering their preferred style and information needs.Milestone-Driven Approach: Structure projects around clear milestones to facilitate regular celebrations of success and maintain momentum.Proactive Problem-Solving: Address potential issues early to prevent minor setbacks from becoming major roadblocks.Cross-Functional Collaboration: Leverage support from various departments to reinforce the importance of initiatives.Adaptive Leadership: Be prepared to adjust strategies based on stakeholder feedback and changing project dynamics.Skill Development: Invest in improving communication skills, including written communication for remote work environments.TechnologyPlease 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 textAI Revolutionizing Customer Education: Insights from Kristine KukichIn this enlightening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger dive deep into the transformative impact of AI on customer education with guest expert Kristine Kukich, principal owner of The Training Sherpa.Kristine shares her extensive experience in implementing effective training programs and reveals how AI is making customer education more efficient, scalable, and personalized than ever before. The discussion covers five key areas where AI is making significant strides:Personalization of learning experiencesGamification for enhanced engagementStreamlined content developmentImproved assessment and certification processesAdvanced data analytics for actionable insightsListeners will gain valuable insights into:How AI is democratizing data analysis and content creationThe future of customer education, including the role of digital assistants and avatarsPractical AI tools for enhancing customer education initiativesThe balance between automated learning and premium, in-person training experiencesWhether you're a customer success professional, a training specialist, or a business leader interested in leveraging AI for educational purposes, this episode offers a wealth of knowledge and forward-thinking strategies.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 textMastering the Customer Journey: Insights from Freshworks' Preethie VimalanIn this insightful episode of the Customer Success Playbook Podcast, host Roman Trebon engages in a thought-provoking conversation with Preethi Vimalan, Manager of Onboarding at Freshworks. Preethi shares her expertise on the five key phases of the customer journey: onboarding, adoption, dependency, value realization, and growth. The discussion delves into strategies for enhancing customer success, the importance of cross-functional collaboration, and the potential impact of AI on customer journey management.Detailed AnalysisPreethi Vimalan brings a wealth of experience in managing customer journeys, emphasizing the importance of understanding and nurturing each phase of the customer lifecycle. She provides valuable insights on:The evolution of customer journey understanding, moving beyond the simplistic onboarding-to-success model.Tailoring the approach for different customer segments, particularly the importance of high-touch engagement for enterprise clients.Strategies for driving post-onboarding adoption, including close collaboration with customer success managers and involving customers in product development through beta programs and advisory boards.The critical role of internal communication and alignment in delivering a seamless customer experience.Key lessons learned in implementing a comprehensive customer journey approach, including building strong relationships with sales and customer success teams, ensuring proper team enablement, and establishing robust feedback loops.The potential impact of AI in enhancing data utilization, streamlining administrative tasks, and providing next-best-action recommendations.The conversation also touches on the challenges of maintaining high-value QBRs and the importance of continuous refinement of the customer journey approach. Preethi's insights offer valuable guidance for organizations looking to enhance their customer success strategies and drive long-term value for their clients.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 engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importance of early value realization in the customer journey and its impact on long-term success.Detailed AnalysisThe Importance of First Value DeliveryJarvis Harris emphasizes the critical nature of delivering first value early in the customer journey. He explains that in the SaaS world, where customers don't incur as much technical debt, demonstrating value quickly is essential for ensuring renewals, maintaining high retention rates, and driving growth revenue retention (GRR) and net revenue retention (NRR).The 30-60-90 Day Segmentation PlanHarris introduces a strategic 30-60-90 day segmentation plan for onboarding, tailored to different product types and market segments. He stresses the importance of understanding the product type, market, and customer base when developing this plan. The approach varies for self-service products, niche market products, and enterprise solutions.The Three D's of Success: Driver, Dreamer, DoerA key concept introduced is the "Three D's of Success": Driver, Dreamer, and Doer. Harris explains how identifying these roles within a customer organization is crucial for effective onboarding and value delivery. Each role has different stakes and requires a tailored approach during the onboarding process.Preventing Scope CreepTo prevent scope creep during longer onboarding cycles, Harris advises maintaining clear communication, adhering to defined goals, and having the confidence to say "no" when necessary. He emphasizes the importance of the Customer Success Manager (CSM) acting as a trusted advisor and maintaining the original definition of success.Communication and Milestone SettingConstant communication and setting interim milestones are highlighted as crucial elements in maintaining customer confidence during extended onboarding processes. Harris stresses the importance of success plans as guiding documents and the need for CSMs to have visibility into the work of professional services or partner teams.Product-Driven Onboarding StrategiesFor product-driven onboarding, especially in lower-priced, self-service scenarios, Harris recommends leveraging in-app tools like WalkMe or Pendo, community-based tools like Higher Logic Vanilla, and customer success platforms tailored to the specific needs of the product and market.Understanding Your Market and ProductHarris emphasizes the critical importance of understanding your market, product, and ideal customer profile when implementing a segmentation strategy. This understanding should inform the entire customer success approach, from staffing models to technology choices.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 special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's inception in March 2023 to their 50th release in August 2024, sharing insights into the evolution of their process, the challenges they overcame, and the unexpected joys of connecting with the global customer success community. They discuss their most impactful episodes, memorable guests, and the personal and professional growth they've experienced along the way. The hosts also hint at exciting future plans, including a live podcast episode, the possibility of their first repeat guest, and the continuous integration of AI technologies into their production process.Detailed Analysis:This milestone episode is a testament to the dedication and passion that Roman and Kevin have poured into the Customer Success Playbook Podcast. The conversation highlights the evolution of their podcasting journey, from initial concerns about guest availability to the surprising willingness of industry leaders to share their expertise. The hosts attribute much of their success to the supportive customer success community, which has not only embraced their efforts but also enriched their understanding of the field.Key discussions include the role of AI in streamlining podcast production, allowing the hosts to focus on content quality rather than technical minutiae. They also delve into the impact of specific episodes and guests, such as Dave Jackson and Donna Weber, whose insights have directly influenced their approach to customer success. The episode serves as both a celebration and a roadmap for the future, with Roman and Kevin expressing excitement about upcoming initiatives like live episodes and deeper community engagement.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 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.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.