The Customer Success Playbook
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!!
The Customer Success Playbook
Customer Success Playbook Episode 1 - Introduction
Welcome to the “Customer Success Playbook Podcast,” hosted by Roman Trebon and Kevin Metzger! Embark on a journey with us as we dive into the vibrant world of customer success, helping you to elevate your skills, strategies, and insights to new heights. Whether you’re just dipping your toes into the field or are a seasoned customer success veteran, our playbook has something for everyone.
In each episode, we tackle a plethora of topics crucial to customer success, ranging from account planning, business reviews, and customer journeys to KPIs, AI, segmentation, renewals, and much more. We aim to offer you a playbook of actionable insights, tips, and strategies to excel in customer success.
Roman and Kevin, your amiable co-hosts, bring a combined wealth of knowledge, experience, and passion. Roman, with his background in customer journey optimization and process improvement, and Kevin, with his varied experience from serving customers in diverse roles to leading teams of Customer Success Managers (CSMs), offer unique perspectives and invaluable advice.
But, that’s not all! We also feature interviews with distinguished leaders in the customer success field. Through engaging discussions, we explore their real-world experiences, uncover the challenges they faced, their strategies for overcoming those challenges, and much more.
Our first episode kicks off with Roman and Kevin sharing the origin story of the podcast. They reveal how a simple LinkedIn post about Roman's Certified Customer Success Manager (CCSM) certification sparked a conversation between long-time friends, which eventually culminated in the birth of this podcast. In addition, they delve into their backgrounds, highlighting how their distinct paths led them to customer success.
As the series progresses, expect in-depth conversations with experts, discussions on hot topics, and a treasure trove of insights. Our bi-weekly episodes (initially monthly) are packed with information and inspiration to make you think, learn, and grow.
So why wait? Subscribe to the “Customer Success Playbook Podcast” and join our community of customer success aficionados. Let’s create our playbook together and set the stage for unparalleled success.
Remember: Success is a team sport - keep learning, keep collaborating, keep winning with your customers! Until next time, keep leveling up your customer success game with the Customer Success Playbook!
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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.
