The Customer Success Playbook

In the recent episode of the "Customer Success Playbook" podcast, hosts Roman Trebon and Kevin Metzger delved into a week filled with personal anecdotes, customer success strategies, and community-building within the industry. Key discussions included the power of root cause analysis in business operations, the significance of customer success managers (CSMs), and the various events highlighting the appreciation for CSMs. The Importance of Root Cause Analysis in Business Success One of the episode's central themes was the application of root cause analysis (RCA) not just in technology but across all business processes. Kevin emphasized how RCA is crucial for identifying issues that may not necessarily be tech-related but are often embedded within business processes. This approach is fundamental for businesses looking to sustain growth and efficiency, as it helps in pinpointing problems and formulating strategic solutions that prevent recurrence. Celebrating Customer Success Managers The conversation also highlighted "CSM Appreciation Week" organized by Churn Zero, showcasing the industry’s recognition of the hard work and dedication of customer success managers. This event is pivotal in reminding organizations of the value of regularly appreciating their CSMs, akin to celebrating Mother's Day, as mentioned by the hosts. Such initiatives not only boost morale but also reinforce the importance of customer success in reducing churn and enhancing customer satisfaction. Check out: Churn Zero CSM Appreciation Week Business Insights and Forward-Looking Strategies Throughout the episode, Roman and Kevin explored various forward-looking strategies that companies can adopt. For instance, Greg Danes's customer results strategy template CRS Guide (usrfiles.com) was mentioned as a valuable tool for businesses aiming to align technology solutions with customer needs effectively. Additionally, discussions on the onboarding of new users in existing accounts suggested a significant area for development in many organizations, pointing towards the need for improved training and resource allocation. Check out Donna's discussion which we point to the episode - Do you formally onboard new users in existing accounts? Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Introduction: In Season 2, Episode 14 of the "Customer Success Playbook" podcast, Kristi Faltorusso, Chief Customer Officer at Client Success, shares her journey of developing a c community. Her candid discussion covers the initial aspirations, the stumbling blocks encountered, and the strategic pivot towards relaunching the community. Summary of Key Points: Initial Strategy and Challenges:Lessons Learned and Pivot:Future Plans and AI Integration:ProactivePredictiveProductivePrescriptivePersonalizedDetailed Analysis: Business Relevance:Strategic Insights:Conclusion: You can find Kristi at https://www.kristifaltorusso.com/ Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Summary: In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the shifting landscape of customer success (CS). The discussion highlighted several pivotal trends: Increasing Importance of CSRole Rebranding Impacts Talent AcquisitionCommunity and LearningInnovative Tools and ModelsSixth Sense and automation toolsMatikAnalysis: The conversation between Trebon and Metzger provides insights into the evolution of customer success as a pivotal element of modern business strategy. As companies increasingly recognize the value of CS, there's a notable shift towards more strategic and data-driven approaches in managing customer relationships. This transformation is evidenced by the integration of advanced tools and methodologies that streamline operations and enhance customer engagement. Evolving Job Roles and Titles: The change from 'program manager' to 'customer success' not only highlights the dynamism of job roles but also reflects a strategic repositioning that companies are adopting to attract talent. This rebranding signifies a broader shift in the job market and applicant pool towards the CS branding. Professional Development and Networking: The emphasis on CS-related events and webinars underscores the importance of continuous learning and community engagement in professional growth. These platforms provide invaluable opportunities for sharing best practices, learning from industry leaders, and forging beneficial networks. Technological Advancements: The adoption of new tools like the customer value framework by Sixth Sense and automation solutions by MatiK demonstrates the industry’s shift towards leveraging technology to enhance the efficiency and effectiveness of CS operations. These innovations not only save time but also allow CS professionals to focus on strategic activities that directly impact customer satisfaction and retention. In conclusion, the episode from the Customer Success Playbook Podcast vividly illustrates the evolving nature of customer success roles within the corporate landscape, highlighting the importance of strategic positioning, community building, and technological integration in mastering the art of customer success. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Angeline Kish, Director of Customer Success at VMware by Broadcom, shared her insights on diversity, equity, and inclusion (DEI). As a recognized leader in customer success and DEI strategies, Angeline has been instrumental in launching influential programs like Stanford's "Influence Circles" aimed at promoting a more inclusive work environment. Summary of Key Points Angeline Kish’s efforts at VMware highlight the significance of DEI initiatives in creating a balanced and inclusive workplace. She emphasized the role of leadership in embedding DEI into the corporate culture, explaining how programs are structured to foster awareness and facilitate discussions on diversity and inclusion. She also touched upon the practical aspects of integrating these insights into everyday business practices, such as: RecruitmentTraining ProgramsEngagement Detailed Analysis and Business-Relevant Insights Strategic Implementation of DEI Initiatives: Angeline’s approach at VMware underscores the importance of strategic planning in DEI efforts. By aligning these initiatives with corporate goals and obtaining robust leadership support, VMware has been able to integrate DEI into its core operations effectively. This strategic alignment ensures that DEI efforts are not just symbolic but are impactful and sustainable. Impact on Corporate Culture: The influence of DEI initiatives on corporate culture is profound. By promoting inclusivity, companies are likely to see enhanced employee satisfaction and retention. Diverse teams bring a variety of perspectives that can lead to innovative solutions and a deeper understanding of customer needs, thereby improving client relationships and business outcomes. Challenges and Solutions: One of the main challenges discussed was maintaining engagement in DEI programs. VMware addressed this by adjusting attendance requirements and providing various time slots to accommodate different schedules and time zones, showcasing a practical solution to improve participation rates. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Tune in and listen to our new special episode Customer Success Playbook Anthem Rock 1. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In the ever-evolving landscape of customer success, the latest edition of the Customer Success Playbook podcast, hosted by Roman Trebon and Kevin Metzger, delved into crucial strategies for enhancing customer success metrics, leveraging LinkedIn insights, and understanding the multifaceted aspects of leadership and data-driven decision-making. The discussions provided valuable insights into addressing common challenges in customer success through innovative approaches and thoughtful leadership. Key Points and Themes Data-Driven Decision Making:Prescriptive Leadership:Empowering Customer Success Managers (CSMs):Leveraging AI in Customer Success: Detailed Analysis and Business Insights Beyond Average Churn Rates:The Role of Prescriptive Leadership:AI's Expanding Influence:Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Navigating the Landscape of Customer Success: Insights from Kevin and Roman's Discussion with Chad Estes Executive Summary: In a recent insightful dialogue, Kevin Metzger and Roman Trebon delved into the realm of customer success, spotlighting the critical role of Key Performance Indicators (KPIs) in driving business growth. Their conversation with Chad Estes, a notable figure from Canvas AI, underscored the importance of meticulously selected KPIs in steering customer success strategies. This blog post encapsulates the pivotal themes from their discussion, offering a deep dive into effective KPI management, innovative client engagement techniques, and the significance of adaptability in the customer success sector. The Vitality of KPIs in Customer Success: The discourse opened with a focus on the indispensable role of KPIs within Canvas AI, as shared by Chad Estes. The emphasis on Annual Revenue Retention (ARR), Gross Revenue Retention (GRR), and the pursuit of a 120% growth target despite churn, illustrates a strategic approach to measuring and enhancing customer value and company growth. Such metrics serve as the backbone for evaluating customer success and inform strategies to foster client loyalty and business expansion. Client Engagement and Usage Monitoring: A significant highlight from the conversation was the innovative approach to tracking client engagement and usage patterns. By analyzing open-ended feedback and monitoring usage trends, Canvas AI can identify early adoption benefits and potential service disengagement. This proactive stance on client management not only enhances customer satisfaction but also propels the longevity of client relationships, illustrating the profound impact of data-driven insights on customer success. The Diversity of Success Metrics: The discussion also touched upon the variability and specificity of success metrics across different businesses. The realization that there is no "silver bullet" metric for customer success underscores the necessity for companies to tailor their KPIs to their unique operational contexts and customer interaction modes. This bespoke approach ensures that metrics are genuinely reflective of and conducive to achieving the company's strategic objectives. Community Insights and Collaborative Growth: The enriching experience shared by Kevin and Roman at the Atlanta Customer Success Conference. Through engagements with industry professionals and discussions on emerging trends like AI integration in customer success, the event highlighted the vibrant community's dedication to collaborative learning and innovation. Conclusion: The exploration into the intricacies of customer success with Kevin Metzger, Roman Trebon, and Chad Estes reveals the dynamic nature of KPIs and client engagement strategies in fostering business growth. It highlights the necessity for adaptability, precise metric selection, and the power of community in navigating the evolving landscape of customer success. Businesses are encouraged to heed these insights, refining their approaches to customer success to ensure sustainable growth and customer loyalty. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In this episode of the Customer Success Playbook Podcast we feature an insightful conversation with Chad Estes, EVP of Customer Success at Canvs.AI. The discussion revolved around key performance indicators (KPIs) that are paramount for assessing and guiding customer success, relationships, and business results. Estes shared his perspective on five essential KPIs, emphasizing the importance of aligning team member incentives with company objectives. He also shed light on the significance of understanding customer usage and the strategic implementation of AI technologies to foster efficiency and insights within customer success practices. KPIs at the Heart of Customer Success Estes highlighted several KPIs critical for B2B SaaS organizations, including Annual Recurring Revenue (ARR), Gross Revenue Retention, Net Revenue Retention, customer usage pacing, and the automation of data usage. These metrics serve as the cornerstone for understanding and improving business health and how we are meeting customer objectives. Leading Indicators and Customer Engagement Estes introduced two innovative metrics specific to Canvs.AI: customer usage pacing and usage automation. These leading indicators help predict customer satisfaction and likelihood of renewal by assessing how well customers are utilizing the contracted services. Estes emphasized the importance of setting realistic expectations during the onboarding process and continuously monitoring usage to ensure customers are achieving their desired outcomes. The Role of AI in Enhancing Customer Success AI technologies are transforming the customer success landscape by automating routine tasks, providing actionable insights, and enabling personalized customer interactions. Estes discussed the potential of AI to improve technical efficiency, streamline customer support, and guide CSMs towards impactful actions based on data-driven insights. He expressed a desire to see future advancements where AI can proactively suggest areas of focus for customer success managers, further enhancing their ability to drive value for customers. Business-Relevant Insights Strategic Alignment:Customer Engagement:AI Integration: Conclusion The discussion with Chad Estes on the Customer Success Playbook Podcast underscored the importance of strategic KPI monitoring and the innovative use of AI in driving customer success. As businesses continue to navigate the complexities of customer relationships, these insights offer valuable guidance for enhancing customer engagement and achieving sustainable growth. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Summary In a riveting episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding with guest Donna Weber, renowned author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions." Weber shares her profound insights on the importance of effective customer onboarding, highlighting it as a critical phase where customer loyalty and success are solidified. The conversation explores practical strategies, common pitfalls, and the impact of onboarding on customer loyalty and company growth. The Details The Significance of Customer Onboarding: Donna Weber emphasizes the foundational role of customer onboarding in establishing long-term customer success and loyalty. She argues that the renewal and deepening of customer relationships are rooted in the initial onboarding experience, challenging companies to rethink their approach to engaging new customers. Practical Frameworks and Strategies: Weber provides listeners with actionable advice derived from her extensive experience consulting for various organizations. She introduces the "Orchestrated Onboarding" framework, a comprehensive guide to creating successful onboarding programs that cater to diverse customer needs while avoiding common mistakes. Measuring Onboarding Impact: The discussion also covers the necessity of quantifying the outcomes of onboarding efforts, suggesting metrics and approaches to assess how well customers are integrated into a company's ecosystem and how these initiatives contribute to overall growth. Customer and Company Alignment: A key takeaway from the podcast is the importance of aligning customer expectations with company offerings right from the start. Weber highlights the need for transparency and collaboration between sales, customer success, and the customer to ensure a seamless transition and mutual understanding of value. Charging for Onboarding: An intriguing aspect of the conversation is the debate around charging for onboarding services. Weber makes a compelling case for why paid onboarding can lead to more engaged and committed customers, drawing parallels to personal investments in gym memberships as a metaphor for the value perceived when customers pay for onboarding. Visit Donna at https://www.donnaweber.com/ Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In the dynamic world of customer success, identifying and leveraging key performance indicators (KPIs) is crucial for driving growth and ensuring the longevity of customer relationships. The recent episode of the Customer Success Playbook podcast, featuring co-hosts Kevin Metzger and Roman Trebon, delves into this critical topic, offering valuable insights into the metrics that truly matter in customer success. Key Points & Themes: Focus on KPIs:Revenue Growth vs. Customer Churn:Customer Lifetime Value (CLV):The Role of Feedback:Simplification and Actionability:The podcast episode sheds light on the nuanced understanding of KPIs within the customer success domain. It underscores the need for a balanced approach that considers both quantitative metrics, like CLV and revenue growth, and qualitative feedback, such as NPS and CSAT scores. This blend allows businesses to not only track their performance but also to stay closely aligned with customer needs and expectations. Furthermore, the discussion about the importance of aligning metrics with business goals and the actionable nature of data points towards a strategic approach to customer success. By focusing on metrics that directly influence and reflect the company's objectives, businesses can more effectively drive growth, profitability, and customer satisfaction. This episode also highlights the evolving role of technology in analyzing and leveraging data. The mention of artificial intelligence (AI) and machine learning (ML) as tools for deepening insights into customer behavior and optimizing strategies points to a future where data-driven decision-making is increasingly sophisticated and impactful. Conclusion: The conversation between Kevin Metzger and Roman Trebon offers a comprehensive overview of the essential metrics for customer success. By focusing on key indicators like CLV, revenue growth, and customer churn, and emphasizing the importance of feedback and actionable insights, businesses can ensure their customer success strategies are both effective and aligned with overarching goals. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

We're thrilled to announce the release of our latest podcast episode, where Kevin Metzger sits down with Roman Trebon to unpack the critical elements of customer onboarding. Drawing from a month dedicated to exploring the nuances of this vital process, our guests share invaluable insights into making the onboarding experience a cornerstone of customer success. 🔑 Key Highlights: Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding and success strategies with Melissa Caldwell, Vice President of Customer Onboarding and Success at Fluxx, a SaaS grants management platform. The discussion covers the transformative journey Fluxx embarked on to enhance their customer onboarding process, ensuring quicker time to value and a more personalized approach to meet diverse customer needs. Detailed Analysis: Melissa Caldwell shared insights into Fluxx's strategic overhaul of its onboarding process, emphasizing the move from a one-size-fits-all approach to a more structured, best practice-led methodology. By introducing tiered onboarding packages, Fluxx addresses the unique needs of its clients, ranging from quick starts to comprehensive, year-long engagements. This customization has allowed Fluxx to streamline processes, improve efficiency, and maintain high customer satisfaction while managing resources effectively. A key takeaway from the conversation is the importance of setting clear expectations early in the customer journey, from the sales process to onboarding and beyond. Caldwell highlights the integration of onboarding leaders into the sales process to facilitate a seamless transition for customers, ensuring alignment on objectives, timelines, and required resources. The podcast also explores the role of technology in enhancing the onboarding experience, with specific mentions of tools like Rocket Lane for project management and Pendo for in-product guidance. These tools, alongside a focus on metrics such as utilization rates and scope adherence, have been instrumental in driving Fluxx's onboarding success. Business-Relevant Insights: Fluxx's experience underscores the significance of a tailored onboarding process in customer success strategies. For businesses looking to enhance their customer onboarding, key strategies include: Customized Onboarding Packages:Early and Clear Communication:Leveraging Technology:Continuous Improvement:You can also find Fluxx's podcast here. And visit their website at Fluxx.io Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In this episode of the Customer Success Playbook Podcast, Roman Trebon and Kevin Metzger delve into the critical topic of customer onboarding. They highlight the significance of this initial stage in a client's lifecycle, emphasizing the potential pitfalls and the importance of a smooth onboarding experience. The dialogue touches on common onboarding challenges, recounting anecdotes of less-than-ideal scenarios. The discussion progresses to explore the potential for standardized processes to enhance the onboarding journey, ensuring a consistent and positive experience. Special mention is made of Melissa Caldwell from Flocks, whose expertise in tailoring onboarding strategies to diverse client needs promises valuable insights. The conversation also addresses the operational aspects of onboarding, such as resource allocation and capacity management, suggesting the exploration of automated solutions to scale operations effectively. 1. The Importance of First Impressions: 2. Leveraging Technology and Automation: 3. Integration of Customer Success and Onboarding: 4. Metrics and Continuous Improvement: Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In this episode of the Customer Success Playbook, Kevin and Roman discuss the topic for January: Navigating the First 90 Days as a Customer Success Leader. This month they talked with Marcus Vasell and discussed his Customer Success Maturity model in their interview. Reviewing how an organization moves from Crawl to Run across it's processess, People and technology. Kevin and Roman also discussed the article they published Navigating the First 90 Days as a Customer Success Leader: A Strategic Playbook for Startups and Mid-Size Companies The article is broken down into: First 30 Days - Knowledge Collection: Dive deep into your company's products, services, and customer needs. Establish a foundation for informed decision-making. Days 31-60 - Strategy Development: Analyze the gathered data to form robust CS strategies, focusing on customer segmentation, journey mapping, and team organization. Days 61-90 - Execution and Future Planning: Implement strategies with a clear vision, ensuring scalability and adaptability for the CS team. ✨ The guide emphasizes the importance of continuous improvement and adaptation in the ever-evolving business landscape. It's not just about strategies but also about building relationships and understanding customer needs. Learn more about it in this podcast and check out the article here. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In the recent episode of the Customer Success Playbook podcast, Roman T. and Kevin M. hosted Marcus Vassell, a seasoned professional in customer success. The discussion primarily focused on Marcus's model for evaluating and advancing the maturity of customer success operations in organizations. Marcus Vassell outlined a three-stage evolutionary framework – Crawl, Walk, and Run – to assess and enhance a company's customer success maturity. Each stage represents a distinct level of organizational alignment with customer success principles, moving from a siloed approach to a customer-centric and finally to a customer-obsessed culture. Key takeaways include: Crawl StageWalk StageRun StageMarcus emphasized the importance of executive buy-in, cross-functional collaboration, continuous monitoring and measuring of KPIs, and agile implementation as crucial factors in advancing through these stages. Analysis and Business-Relevant Insights For businesses today, the journey from a product-focused to a customer-centric approach is imperative. Marcus Vassell's maturity model offers a structured pathway for organizations to follow. Here's an analytical deep dive: Strategic Alignment and Executive Buy-inCross-Functional CollaborationData-Driven Decision MakingCustomization of Customer JourneysContinuous Learning and AdaptationPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

Welcome to the first episode of Season 2 of the Customer Success Playbook. January 2024. In this episode we preview the month of January topic. The 30/60/90 day plan when entering a company. We aslo preview the January guest of the month Marcu Vasselle. Marcus wrote an article about the customer success maturity model he defined and we discuss how that applies to building your plan. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In this episode of the Customer Success playbook Kevin Metzger and Roman Trebon discuss launching the podcast, their guests in 2023, Highlights from the year and preview 2024. Happy Holidays. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

In this episode of The Customer Success Playbook Podcast Post Game show, Kevin and Roman discuss the interview with Andrew Marks from Success Hacker. They discuss the value of customer success certification and how Success Hacker's certification programs, is recognized by the same certification program that certifies Oxford University, and how it contributes to professional development in this field. Roman Trebon, co-host, also shares his experience with Success Hacker's training and its impact on his career. The episode explores the importance of continuous learning and development strategies in customer success, with insights on the role of training in enhancing customer engagement and satisfaction. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

The episode of The Customer Success Playbook Podcast featuring Andrew Marks provides a comprehensive insight into the value of customer success certification and the role of Andrew's company, Success Hacker, in shaping the customer success landscape. The host, delves into various aspects of customer success training and development, highlighting the importance of continuous learning in this rapidly evolving field. Andrew Marks discusses the significance of professional development and the global recognition of Success Hacker's certification programs. He emphasizes the impact of such certifications on career progression and company investment in employees. The conversation also touches upon the practical applications of these training programs in real-world business scenarios, with Marks detailing the various courses and methodologies offered by Success Hacker. These include foundational customer success training, outcome-based selling, and change management for customer success. Furthermore, the episode explores the integration of customer success into sales processes, the subscription economy's demands, and the crucial role of AI in enhancing the efficiency of customer success teams. Marks also shares insights on the evolving strategies in customer success, stressing the human element's enduring importance in this domain. This podcast episode offers valuable perspectives for both individuals and organizations aiming to excel in customer success, underscoring the criticality of specialized training and development in this field. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.

This episod of the Customer Success Playbook podcast focuses on how AI is transforming customer success. Emilia from Growht Molocules talks about, how AI platforms can aggregate data to build more insightful executive business reviews. Help with training, by giving feedback to help CS teams improve. She also discusses how AI helps with customer communications, by enabling personalization, pulling in account data, and even automating messages. Some of the key insights are: Find out more about Emilia and her company at https://growthmolecules.com/ You can also access the white paper discussed in the Podcast at https://hubs.ly/Q0213rkj0 Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast: YouTube - @CustomerSuccessPlaybookPodcast Twitter - @CS_Playbook You can find Kevin at: Metzgerbusiness.com - Kevin's person web site Kevin Metzger on Linked In. You can find Roman at: Roman Trebon on Linked In.