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 Posgame 3 - Jeff Heclker - Service Delivery in Customer Success
Description:
In this insightful postgame episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger reflect on their enlightening conversation with Jeff Heckler, the Director of Customer Success at Market Source. Diving into the pivotal realm of service delivery, they unravel its crucial role in fostering a seamless transition from the promises of product/service to real-world customer experiences. Key discussion points encompass the integral facets of relationship management, onboarding, and the potential for upselling through effective service delivery.
Takeaways:
- Service Delivery as a Backbone: Uncover how service delivery forms the backbone of customer success, acting as a vital conduit between what's promised and what's delivered.
- Elevating Customer Experience: Explore the dynamics of how a robust service delivery framework can significantly elevate the overall customer experience.
- Relationship Management and Upselling: Delve into the nuanced interplay of relationship management and upselling, enhanced through streamlined service delivery.
- The Underestimated Value: Reflect on the often underestimated value of service delivery in the broader spectrum of customer success and why it deserves more spotlight in the discourse.
Join Roman and Kevin as they dissect these critical elements, shedding light on the tangible impacts of service delivery in achieving and exceeding customer success 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.
