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The Customer Success Playbook

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics. We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS. Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success. Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook. Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey. At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels. Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics. We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS. Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success. Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook. Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey. At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels. Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!

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@CS_Playbook

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English

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Episodes
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Customer Success Playbook Season 2 Episode 50 - Kevin McCahill - EQ In CS

12/10/2024
Send us a text In this illuminating episode of the Customer Success Playbook Podcast, Kevin McCahill, founder of MasteryCX, joins hosts Roman Trebon and Kevin Metzger to explore the fundamental role of emotional intelligence (EQ) in customer success. With over 20 years of experience in customer success and leadership, McCahill shares deep insights into how EQ shapes customer relationships, drives business outcomes, and becomes increasingly valuable in an AI-driven future. Key Insights and Analysis The Foundation of Emotional Intelligence in CS McCahill defines emotional intelligence as understanding and managing both your own emotions and those of others, emphasizing its critical role in customer interactions. He explains that while often labeled as a "soft skill," EQ is one of the most impactful competencies in customer success, directly influencing customer retention, satisfaction, and business outcomes. Measuring EQ Impact The discussion reveals concrete ways to measure EQ's business impact through: McCahill shares a compelling case study where implementing EQ-focused strategies transformed negative NPS scores to an average of 40, demonstrating the quantifiable impact of emotional intelligence initiatives. Implementation Strategies The podcast outlines practical approaches for developing EQ within teams: The AI Evolution A significant portion of the discussion focuses on EQ's evolving role alongside AI advancement. McCahill argues that human emotional intelligence becomes more valuable as automation increases, suggesting that: Business Implications The episode underscores that organizations investing in EQ development can expect: 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.

Duration:00:29:06

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Customer Success Playbook Season 2 Episode 49 - Dan Jourdan - Let's Talk Sales

12/3/2024
Send us a text In this episode of the Customer Success Playbook podcast, host Kevin Metzger interviews Dan Jourdan, VP of Business Development at Outsource Access and renowned sales energizer. The conversation explores the profound connection between sales and customer success, emphasizing how authentic relationships and human connections drive business growth. Dan shares his philosophy that sales is "the most noble profession" and discusses how genuine relationship-building transforms transactional interactions into lasting partnerships. Key Themes and Business Insights 1. The Noble Nature of Sales 2. Customer-Centric Approach 3. Cross-Functional Collaboration 4. Personal Development and Professional Success 5. AI and Human Connection in Modern Sales 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.

Duration:00:41:47

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Customer Success Playbook Season 2 Episode 48 - Joydeep Sen Sarma - Supporting Customers in Their Perferred Workspace

11/26/2024
Send us a text In this engaging episode of the Customer Success Playbook, Joydeep Sen Sarma, CEO of Clearfeed, dives into how B2B customer support is evolving towards chat-based platforms like Slack and Microsoft Teams. He talks about how today’s support teams are adapting to meet customers right where they work, offering practical tips on how to implement and scale these new solutions while keeping service quality high. Here's a deeper look at some of the key takeaways: Shifting Support Paradigms Challenges and Solutions Business Impact Looking Ahead Joydeep brings a fresh perspective on how B2B support is changing and what companies need to do to stay ahead. It’s a conversation packed with insights for anyone looking to modernize their customer support strategy. 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.

Duration:00:34:44

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Customer Success Playbook Season 2 Episode 47 - Kevin and Roman Gratitude and Reflect on the year

11/18/2024
Send us a text In 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 Analysis Growth and Community Impact Industry Insights and Trends Future Direction 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.

Duration:00:14:49

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Customer Success Playbook Season 2 Episode 46 - Dickey Singh - Cast.app - CS AI Agents

11/12/2024
Send us a text In 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 Insights AI Agent ImplementationRole Evolution of CSMsTechnical ImplementationBusiness ImpactPlease 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.

Duration:00:25:54

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Customer Success Playbook - Postgame - Brian Powers -AI in the callcenter s2 E45

11/7/2024
Send us a text In 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 Analysis The Evolution of Call Center Operations Powers 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 Roles Upskilling OpportunitiesEmergence of New PositionsReal-time AI AssistanceQuality Assurance EvolutionStrategic Implementation Considerations Powers emphasizes the importance of: Future Outlook: The Age of Assistance The discussion concludes with a vision of the future centered on: 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.

Duration:00:07:04

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Customer Success Playbook Season 2 Episode 44 - Brian Powers-AI in call centers

11/5/2024
Send us a text Executive Summary In 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 Analysis AI's Role in Call Center Transformation Automation of Tier 0/1 InteractionsAgent AugmentationOrganizational FlatteningQuality Assurance RevolutionImplementation Challenges & Solutions Resource RequirementsBusiness Case DevelopmentStrategic ConsiderationsFuture Trends & Opportunities Proactive ServiceException-Based ModelDemographics ImpactOutbound InnovationPlease 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.

Duration:00:28:02

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Customer Success Playbook Postgame Season 2 Episode 43 - Vitor Meira - Scalling Customer Success

10/31/2024
Send us a text This 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 Analysis Portfolio Management at Scale Technology and Innovation Cross-Departmental Collaboration Future Trends and AI Implementation Training and Development 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.

Duration:00:14:07

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Customer Success Playbook Season 2 Episode 42- Vitor Meira - Scaling Customer Success

10/29/2024
Send us a text In 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 Insights Portfolio Management Strategies Operational Excellence Cross-functional Collaboration Future 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.

Duration:00:31:25

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Customer Success Playbook - Season 2 Episode 41 - Peter Armaly Postgame Show

10/24/2024
Send us a text The 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 Analysis The Dynamic Customer JourneySeamless Departmental TransitionsData-Driven Customer SuccessPersonalized Onboarding and EnablementHealth Scoring and Proactive ManagementThe Role of AI in Customer SuccessBreaking Down SilosThe Human Element in Customer SuccessThis 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 - @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.

Duration:00:13:19

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Customer Success Playbook Season 2 Episode 40 - Peter Armaly - Navigating the Customer Lifecycle

10/22/2024
Send us a text Summary In 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 Analysis Understanding the Customer Lifecycle Peter 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 Enablement The 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 Renewals A 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 Communication The 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 Success The 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 Insights Find Peter on Linkedin 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.

Duration:00:33:56

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Customer Success Playbook Season 2 Episode 39 - Sadee Akhtar - Collaboration

10/18/2024
Send us a text In 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 Analysis 1. Data-Driven Approach to Onboarding Sadee 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 Design The discussion highlights the critical need for establishing design principles that reflect both customer and business needs. Sadee recommends: 3. Effective Tooling Strategies The conversation delves into the challenges of selecting and implementing tools that enhance collaboration between CS and PS teams. Key points include: 4. Streamlining Handoff Processes Sadee stresses the importance of a well-designed handoff process between sales, PS, and CS teams. She suggests: 5. Addressing Common Challenges To tackle challenges in CS and PS collaboration, Sadee recommends: 6. Post-Go-Live Support Considerations The discussion touches on the importance of planning for post-go-live support during the onboarding process. This includes: 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.

Duration:00:29:27

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Meredith Mann Customer Success Playbook- PostGame Season 2 Episode 38

10/15/2024
Send us a text In 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 Analysis AI as an Empowerment Tool Meredith 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 Equation Mann 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 Applications The discussion highlights several practical applications of AI in customer success: AI-Driven Personalization A 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 Era Despite 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 Work The 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 Insights 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.

Duration:00:09:45

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Customer Success Playbook Podcast Season 2 Episode 37 - Meredith Mann - AI in CS at LinkedIn

10/8/2024
Send us a text Summary In 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 Analysis AI Integration in Customer Success Mann 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: ProductivityCustomer ExperiencesImproved OutcomesPractical Applications of AI The discussion highlights several practical applications of AI in customer success: Ethical Considerations and Responsible AI Use Mann emphasizes the importance of establishing clear, responsible AI principles within organizations. LinkedIn's approach includes: Challenges and Pitfalls The 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 Outlook The 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 - @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.

Duration:00:25:03

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Customer Success Playbook Special Episode Celebrating 5000 Downloads

10/1/2024
Send us a text This 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 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: This episode underscores the transformative potential 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.

Duration:00:27:33

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Customer Success Playbook Season 2 Episode 35 - Jasmine Reynolds - Agile Onboarding

10/1/2024
Send us a text In 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 Analysis The 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 AdaptabilityCross-Functional CollaborationAccelerated Time to ValueEnhanced Customer CommunicationMeasurable ProgressScope ManagementContinuous ImprovementFor 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 issu 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.

Duration:00:24:50

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Customer Success Playbook Season 2 Episode 34 -CSInsider edition with Justin Chappell - Customer Education Strategy

9/24/2024
Send us a text Summary: 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: 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 - @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.

Duration:00:34:48

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Customer Success Playbook Podcast Season 2 Episode 33 - Katie Clark - Buy in from Internal Stake Holders

9/17/2024
Send us a text In 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 Analysis Key Themes: Importance of Stakeholder Buy-InUnderstanding Your AudienceIdentifying StakeholdersCommunication StrategiesOvercoming ResistanceContinuous Buy-InTransparency in SetbacksRole of AI in CommunicationBusiness Insights: Stakeholder MappingCommunication PlanningMilestone-Driven ApproachProactive Problem-SolvingCross-Functional CollaborationAdaptive LeadershipSkill DevelopmentTechnologyPlease 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.

Duration:00:23:35

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Customer Success Playbook Season 2 Episode 32 - Kristine Kukich - AI and Customer Education

9/10/2024
Send us a text AI Revolutionizing Customer Education: Insights from Kristine Kukich In 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: Listeners will gain valuable insights into: Whether 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 - @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.

Duration:00:31:47

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Customer Success Playbook Season 2 Episode 31 - Preethie Vimalan - Mastering the Customer Journey

9/3/2024
Send us a text Mastering the Customer Journey: Insights from Freshworks' Preethie Vimalan In 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 Analysis Preethi 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 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 - @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.

Duration:00:23:19

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