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!!

All Episodes

The Customer Success Playbook

Customer Success Playbook Season 2 Episode 18 - Week in review

June 05, 2024 • Kevin Metzger • Season 2 • Episode 18

Send us a text

Get ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world.

First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave Ellen's killer serves to Keith Hanks' impressive debut, and the towering presence of Justin Chappelle, this event was packed with excitement and talent. Kevin and Roman discuss the possibility of taking this event nationwide, envisioning a future where customer success professionals unite on the pickleball court.

But that's not all! The hosts dive into the upcoming Matik Scale + Customer Success Summit, highlighting must-attend sessions and star-studded speakers like Dan Eniss from monday.com, Amelia Danzica from Growth Molecules, and Rachel Provan, founder and CEO of Provan Success. They also hint at future podcast guests, including Nick, the CEO of Matik, and share their excitement about the wealth of knowledge these sessions promise to deliver.

With the summer heating up, Kevin and Roman are not taking a break. They're ramping up with a lineup of incredible guests and engaging topics.

Don't miss out—subscribe now to stay updated on all the latest episodes and join the conversation on LinkedIn. Get ready for a summer of growth, learning, and plenty of pickleball fun!

Highlights:

Recap of the first Customer Success Playbook Pickleball event.
Insights into the Matik Scale + Customer Success Summit.
Engaging discussions on scaling customer success operations and unlocking efficiency.

Join us for an action-packed episode filled with insights, community stories, and the latest trends in customer success. Subscribe and stay connected!

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.

Roman Trebon: 0:29

Welcome to the Customer Success Playbook Podcast, where we bring you the latest insights and news from the customer success world. I'm Roman Trebon, along with my co host as always, Kevin Metzger. Kevin, it's June! Can you believe it? It

Kevin Metzger: 0:43

is June. We are halfway through the year. How the heck did that happen?

Roman Trebon: 0:49

Insane, isn't it? Did you know, Kevin? What june is named after the goddess the goddess juno the roman goddess, you know So I threw it out there the roman goddess. Juno of Mary the god of marriage. So yeah. Wow, that was impressive kevin I'm, i'm you're off to you're off to a good start here So kev we are we are now a a few days past our first customer success playbook pickleball event We had a great turnout Love to get your thoughts. Why don't you share with the audience, your thoughts. Hopefully you don't have a hamstring injury that flared up after. How are you feeling? What'd you think about the first event?

Kevin Metzger: 1:28

Actually, the event was great. I see interest all over the country. We may have to take this event on the road.

Roman Trebon: 1:35

I'm excited for it. So I got, let's break it down a little bit. So our MVP, the pickleball player, if we're starting a customer success, pickleball team, Kev, I'm taking Dave Allen as my number one pick. That guy was awesome, man. Dave is a killer pickleball player.

Kevin Metzger: 1:52

Yeah, he's got wicked serve too.

Roman Trebon: 1:55

Oh, he is awesome. I thought he was great. We had Keith Hanks come out. He never played pickleball before. He was awesome. So we had a good mix of people that had never played people that had played before, our buddy, Justin Chappelle, and we'll get to Justin here in a second. He's speaking at an event this week. he shows up, you know, Justin's amazing. If you've never seen him in person, he looks the part. He was a heck of a player, man. That was his first time playing. So Justin would be one of my upside picks. if we're developing a CS pickleball players,

Kevin Metzger: 2:28

I didn't get to rotate in with Justin, but I mean, Justin's, he just looks like an athletic,

Roman Trebon: 2:34

I bring them on the team just to have them show up on my team. So Justin, like I said, he's speaking at an event, this week. He, it is June 6th. So it's a couple of days. It's the MADEC scale plus customer success. Summit, it's, it's virtual. Kevin, I think you had a chance to take a look at the agenda. What are your, what are some of the, the sessions that pop out at you?

Kevin Metzger: 2:57

Yeah. first there's a ton of sessions. If you have time, you should take a look at the agenda, go over to matic. io scale, CS summit. If you just go to the matic. io website at the very top, there's a little banner, click on it and take a look. I know we mentioned it last week, but a little teaser. We got, Nick, the CEO from MADEC coming on. I think he'll probably be on with us next week. so really exciting. I'm going to go by speaker instead of talking about events.

Roman Trebon: 3:25

Okay. Cause I want to go into some of the sessions. So good. You lean in on the speakers cause there's definitely some of the sessions that I'm itching to join in and learn from these speakers.

Kevin Metzger: 3:36

Okay. Yeah. So let's talk about some of the folks that are, that are here and talking because just cream of the crop, right? Dan Enos, who's, at monday. com, Amelia Danzica from, growth molecules and

Roman Trebon: 3:53

friend of the program,

Kevin Metzger: 3:54

friend of the program. you've got Rachel Provan. who's the founder and CEO of Provence Success? She's a coach and we're hoping to have Rachel on in a few weeks as well. you've got Jeff, uh, Brunsbach, from growthcurve. io and let's see, Greg is going to be on another friend of the program.

Roman Trebon: 4:18

of the show.

Kevin Metzger: 4:19

Yeah. Justin, your EZIPS is going to be on. it's a cast of really great folks to sit and learn from and have the opportunity to hear, discuss scale CS and how it's going to apply in the industry and to your practice. So really good opportunity, whether you're. I'd say whether you're a leader or whether you're a CSM, it's a chance to expand your knowledge about your field and your practice. And I think there's going to be a lot of great sessions. I highly recommend it.

Roman Trebon: 4:52

yeah, for sure. I mean, so first of all, you mentioned Dan, Dan Enos, we got to get Dan on the show, Kev. So I don't know if you know this, we transitioned everything, everything in our company, CRM, everything is on monday. com now. So I am, I am all in on Monday, and so I am curious to get Dan on and they're, they're blowing up. I think I saw an ad on that big sphere out in Vegas. They had a monday.com ad. So, I'm looking forward to hearing Dan, at the, at the virtual summit and, and again. I'm adding him to our, our list of guests to get back half of the year here. So you're, you're talking about some of those sessions, Kevin. It's like, it's literally not thought that went in here, you know, we've got a busy time here. And so I'm like, Oh, let me see which session I can jump into. And Kev, it was like, which one can I not go to, right? we start with, you know, it has doing more with fewer resources, right? Every company I feel is, this is a topic that's going to resonate for every company. You have, supporting and growing all your accounts, right? So talking about like maybe that long tail of customers. Sign me up, right? I'm in on that one. scale from an ops perspective, that's the one Justin's going to talk about. Okay. now you've scaled CS. Now what? Bob London's going to talk about that. You know, talk unlocking efficiency in CS operations. revolutionizing customer engagement in the digital age. I mean, this is like, Kev, I went in thinking I was like, maybe I'll find a session or two and now I'm trying to rearrange my entire calendar. So it's too much, too many good sessions. It's great. But for me, you know, we talked about it. you know, you're coming off the trip to St. Louis in the Pulse conference. So for me who missed out on that, like, I still need some great content. And it'll send me a flight. So it should be a great event and looking forward to it.

Kevin Metzger: 6:40

Yeah. definitely a great opportunity.

Roman Trebon: 6:44

And we got a couple other guests, probably a little too early to mention, but a couple other of those speakers, are, are on our radar. So, yeah, we got a ton of guests lined up. I know, you know, you and I are doing this show tonight. We'll be available for audience. Definitely check out the, the MADEC event. Like you said, we're having Nick on from Maddox. So we're excited to get, get, get him on the show and it's going to be a busy June. so buckle up cab. We got a lot of interviews to get to, you did a great job. lining up all these guests to the show I think summer people take the summer off not us. We're heating up here in the summer so make sure you subscribe and like the podcast Again, if you're in the atlanta area or the southeast area, definitely reach out to kevin I think we got to get another pickleball game going here soon

Kevin Metzger: 7:28

Yeah, we're definitely gonna have to do another one here. I think it was a good event. I think, the Atlanta CS community showed up. And, again, I think, hearing from all kinds of people all over the country that they want to play and Arizona, Phoenix.

Roman Trebon: 7:43

Yeah. Maybe that's our thing, Jeff. Maybe we'll start a customer success pickleball league, like a national league, man. Customer success pickleball.

Kevin Metzger: 7:52

Meet up in Chicago.

Roman Trebon: 7:55

As long as we meet up in the summertime. I'm not going up and we're not playing pickleball in Chicago in November.

Kevin Metzger: 7:59

all right, well, Arizona in the summer.

Roman Trebon: 8:02

yeah, exactly. Yeah. So we actually caught a great day. So we got lucky with our first event. It was gorgeous. It was gorgeous. All right. Well, short episode today, lots coming again. Make sure you're checking out the podcast. Make sure you subscribe to it. That's when you know, the latest episodes are coming out. ping us, reach out on LinkedIn at Roman Trevon at Kevin Metzger, check out our LinkedIn show page. Can't forget a bunch more followers on the show page, so make sure you're checking it out. It's probably that content you're putting out though with the videos now people liking it. It's resonating. So good stuff there. Let us know what guests you want to have on, what topics we should be covering and we'd love to connect. So, looking forward to a busy summer here.

Kevin Metzger: 8:44

Keep on playing.

8:45

Thanks again.

People on this episode

Kevin Metzger

Co-host

Roman Trebon

Co-host