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 Season 2 Episode 8 - From First Contact to Loyal Advocate: Revolutionizing Customer Onboarding with Donna Weber
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/
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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.
