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 PostGame - Julie Fox - Unlocking Success Through a Growth Mindset and Radical Candor
Want to unlock the secret to driving success through a growth mindset? Our latest conversation with the inspiring Julie Fox will help you do just that. Julie, renowned for her dynamic leadership style, shares insights on fostering open-mindedness, building trust, advocating continuous improvement, and integrating candid feedback in a team. She also espouses the power of radical candor—a concept she borrowed from Kim Scott's book. Julie's belief in the absence of a finish line with any client and the necessity of consistently providing value is her unique approach to customer success.
Our chat with Julie is not just about leadership; it exemplifies the power of a growth mindset in influencing customer success. In this episode, Julie’s insights will help you rethink your approach to team building and customer success, stimulate open conversations and idea sharing, and promote continuous improvement. We also revisit our insightful conversation with Greg Danes about late-stage churn. Remember, leveraging difficult situations into opportunities for growth is quintessential for a successful leader. Join us in this enriching episode filled with practical wisdom and inspiration.
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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.
Welcome to the customer success playbook podcast post game show where my co-host, kevin Metzger, and I, roman Trebon, break down our latest episode. Get into the topic and the discussion we had with our most recent guests. Before we get into this, few things. Make sure you like, subscribe and comment on our podcast. Also, check out all our podcast, our videos, blogs, thought leadership content on our website at customer success Playbook dot a. I. Alright, so check out the website. Make sure to sign up for a newsletter. Lots of great things coming down the pipe. You don't want to miss it, so sign up for that newsletter. Kev. We had Julie Fox on the talk about developing a growth mindset. I absolutely love the conversation. I left the call inspired. I had. I jotted out a bunch of notes and things I want to incorporate In my day-to-day and as I work with teams moving forward your thoughts on the episode with Julie.
Speaker 2:Yeah, I thought Julie was a great cast, very engaging, and Really, you know, we Talked was a lot about growth mindset. It was about you know how you think about Training and what, even what kind of training, how you get feedback, and I think first of all, I think it was all great, but one of the things I really felt that was Important is Julie was talking about how she does all this for herself as well, and I really feel like she kind of almost to me, is a definition of of how you lead and lead by example. Yeah, I thought that was really good.
Speaker 1:Yeah, lead by example. And and I just love you know she talked about you know, really getting to know the team Like you know she I think she actually said like kind of like an interview up front, right, you know what are you looking to do, what motivates you, how do you like to give and receive feedback where you're straight? I like that to kind of build the base of trust. And and then she talked about and I haven't checked it out yet, but it's all my to-do list the book Radical candor by Kim Scott. I'm definitely gonna check that out. I love that cab, that Building that tree of trust where you can, you know you're building an environment with your team where you're, you know You're. It's okay to ask questions, it's okay to ask for help, share ideas, bring up topics. I love I can't wait to double click into that book, and it's something Julie brought up as well.
Speaker 2:Yeah. Yeah, I mean me too. I hadn't read that book or actually heard of that book previously, and but I love the idea, the concept of Just being, you know, being open, being open with your team and you know when everybody's looking to succeed and trying to do the best job that they can do and you're trying to do the best job you can do. That creates an environment where you really can be candid in, or have radical candor in, how you both give feedback and take feedback. And you realize, you know, to me that's an organization regardless of your team, especially when you, you know, in our role in the CS function right, there's a lot of cross functional work that you have to do and you've got to be able to be candid in how you give feedback to get to your goals and objectives. And I just think it's a great concept. I think it applies broadly. I don't think it just applies within teams, I think it applies across how you work with with other teams as well.
Speaker 1:Yeah, and you know, I think to be. You know just my two cents, kevin. I think to be successful and customer success, you have to, you have to lean in to continuous improvement, right, I think you have to be naturally curious or you have to develop a curiosity. It's like you know, how can I best help my customer, how can I best help my client? What can I do to get better? What can we do as a team to get better? Right, asking those kinds of questions to you know, continuously improve. And Julie mentioned it.
Speaker 1:Right, like there's no, there's no finish line with a client, right, it's not like you, it's. You know the finish line is that they leave. And then at that point you're probably doing a debrief and something didn't go well, right, but it's like, how else can we drive value, continuous value for clients on going in. And it goes back to I was thinking, as she said that, to our conversation with Greg Danes, right, and you think about, like that late stage churn right, like again, if you you have early results, that's good for a while, but then eventually have the customers like, what have you done for me lately? Right, and then you're always building a team and a mindset where it's. They're always focused on what's the next thing we can do to help this, this customer, out.
Speaker 2:Yeah, completely agree. I think that's that's a great point. And actually, while she was talking, one of the things saying that I often use with my teams and with I think I've mentioned it to you before bad news doesn't get better with age, right, and that's part of it. Right, it's part of being candid is being able to deliver that news when it comes up, because there are times that it does, and you got to be able. The more upfront you are about it and the quicker you get to hey, yeah, this is what's happened, but here's what we're going to do about it. And being able to get into that mindset of here's what we're going to do about it, here's how we're going to address this now, because sometimes, sometimes, things happen that are beyond control or beyond visibility in a project, and managing that effectively and being candid there, too, is just such a such an important part of driving successful projects.
Speaker 1:Yeah, now that's right. And check out our website customer successplaybookai Kev. We got the newsletter that's coming out, right, so we're going to be promoting the website more and more. We have some more leaders in the space that are looking to help us out and contribute, and that's a great thing about this community Kev, this customer success community there's you know, it's really a lot of people that are willing to help out, share their knowledge, and I'm glad we're connecting with them and they're going to help us produce some content for our site. So, again, check out the newsletter, the website, and you'll stay on top of all what's coming down the pipe.
Speaker 2:Yeah, keep on playing, keep on playing.
