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
CS Playbook Podcast Season 2 Episode 51 - Happy New Year from Kevin and Roman
Executive Summary
In this reflective year-end episode, hosts Roman Trebon and Kevin Metzger look back on their successful second year of the CS Playbook Podcast while unveiling exciting changes for 2025. The discussion highlights their growth journey, reaching broader audiences, and their strategic pivot towards examining customer success through a comprehensive business lens.
Detailed Analysis
The episode reveals key strategic developments and business insights:
Growth and Evolution
- The podcast has experienced consistent audience growth across platforms including LinkedIn and YouTube
- Successfully conducted approximately 30 guest interviews throughout 2024
- Demonstrated market validation through increasing engagement and listener statistics
Strategic Direction for 2025
The hosts announced significant format changes focused on:
- Exploring customer success as a business-wide mindset rather than just a departmental function
- Examining interconnections between customer success and other business units (Finance, Procurement, Sales)
- Introducing shorter, more focused segments to enhance content accessibility
- Expanding scope to include broader business perspectives while maintaining customer success focus
Business Impact
The podcast's evolution reflects broader industry trends in customer success:
- Recognition of customer success as an organization-wide responsibility
- Growing importance of cross-functional collaboration in delivering customer value
- Shift towards more integrated, business-centric approaches to customer success
- Emphasis on practical, actionable insights for business professionals
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.
Welcome to the customer success playbook podcast. I'm your host, Roman Trebon with me, always my cohost, Kevin Metzger, Kevin, we've gotten to the end of 2024 another successful year in the books. Want to pause here. I think we want to thank our guests, our audience, but let's start here. Let's start with some highlights. Kev. If you want to give me one or two highlights, things that jump out as we, as we look back on our second year, I guess, second year of doing the podcast.
Kevin Metzger:I mean, this year and a half, like we've been started by June of 23. So that we can start a publisher, but we got started in March, right. Talking about the idea of 23. And wow. So yeah, we're kind of going on two years of, Inception and concept and it's been fun. I, I, you know, so many, so many people that we get to talk to and everybody's willing to jump in. I think we started the year, I think our first interview of the year was Marcus with his run, walk or crawl, rock, walk, run plan. And I probably interviewed 30 guests this year
Roman Trebon:When we were talking earlier this week, right, Kev, we were like, Oh, what about this episode? You're like, Oh, that was a great episode. I almost forgot. we've interviewed so many people, had so many great discussions. it's been quite the year and like you said, we met a ton of great people and, touched on a wide array of topics within customer success.
Kevin Metzger:Yeah. we've gotten to talk to a lot of professionals in the industry across numerous topics and I'm going to, I'm going to tease into the, to the next thing. So we've been doing some planning for 2025. with 2025 coming we're looking at changing the format of the show a little bit, and we're looking at slight honing on topics to try and make it a little bit more diverse of a show in business. So how's customer success related to business? And other business functions to drive customer success customer success really is about a mindset, right?
Roman Trebon:Yeah, it's not just a function, right? It's not just the job title. it's everyone in an organization that plays a role in customer success. And that's what I'm excited about. I think we're, you sort of started it with our last interview. One of our last interviews with Dan, Talking about sales and, it really starts up front, When you're starting to talk about clients and how you can solve problems for them and what your solution can do for them. We're going to really expand on that, right? what part does finance play? What parts do procurement, all these different functions play a role in customer success. how's that relate to people in the customer success space? I think it's going to be interesting, Kevin. I'm excited to branch out even further as we, talk about how you really drive long term value for clients.
Kevin Metzger:I'm super excited about it as well. Roman and I get to sit down and talk about what our goals are for the podcast. one of our goals is always learning. we're hoping that in us learning, we're also bringing learning to you, our audience. we think this will be a great way to expand the base for learning. about what customer success means in business.
Roman Trebon:Yeah, I'm excited for it. We also are talking about some show changes in terms of the format, we've done a typical, sit down, usually about a half hour show. We're talking about making some changes to that. I'm excited to kick off the year because we're going to start the new format with you interviewing me and me interviewing you. we'll kick it off that way, which I think is exciting. And then we got a whole slew of guests lined up. We're targeting looking to have on. And yeah, I think 25 is going to be a heck of a year for the customer success playbook podcast.
Kevin Metzger:Yeah. Super excited about it. we're with new formats, hoping to make it easier for you to consume So it should be a little bit shorter bits and still be able to keep the good part of the content, coming to you and make it easier to, to consume and take in on a regular
Roman Trebon:That's right. That's the goal. we want this to be actionable. We want you to get value out of it. Learn from it just like we do. And so I think, yeah, the shorter segments is really going to help and excited about sharing more of what we have planned. our audience, thank you so much for listening to us. we just looked at our stats. We're growing. We have more and more people listening. We're getting more engagement on our social media, LinkedIn, YouTube. we thank you so much. I know we really appreciate it. So our audience, thank you, our guests. Everyone out there that's, that's given their time to join the show. we can't be any more grateful.
Kevin Metzger:Yeah. I want to reiterate the same thing. it's been such a pleasure to be able to have this, to be able to share it with people and to, to, to get interested in it is, is it's like. It's an honor that you share some of your time listening to us and what we produce. So thank you. Merry Christmas. Happy Hanukkah. Happy holidays. Happy new year because I think this will be the last post for us for the year. We're super excited to see you in 2025 and go Tigers. To be fair, I have high hopes but expectations maybe aren't quite as high as my hopes are.
Roman Trebon:Well, if you were to say that you and I would wear the exact same outfit on two different shows this year, Kev, I don't know if I would have checked that off the show list, but we did you looking good in that orange. So thanks for letting me borrow it early in the year. good luck to your tigers. Happy new year to everyone. And as always, Kev, keep on playing.
And enjoy our customer success. Happy new year song. Kevin and Roman cheer in the night. Podcast sparks like holiday lights. Customer success tales unfold. New Year's stories never get old. Happy customer new year to you. Playbook magic makes dreams come true. Kevin and Roman spreading cheer. Our success plays loud and clear. Resolution's a customer smile. Podcast wisdom stays for a while. Growth in service shines so bright. Lessons learned in every highlight. Happy customer new year to you. Playbook magic makes dreams come true. Kevin and Roman spreading cheer. Our success plays loud and clear. Resolution's a customer smile. Podcast wisdom stays for a while growth and service shine so bright lessons learned in every highlight happy customer new year you playbook magic makes dreams come true kevin and roman spreading cheer our success plays loud and clear strategy unwrap her gift so bold support stories that we've told Together we'll take this flight. Customer success our guiding light. Celebrate wins toast to goals. Listen in as the season rolls. With every episode we're near. A prosperous and joyful year. Mmmm. Celebrate wins to goals, support stories that we've told. Together we'll take this flight. Customer success our guiding light. Celebrate wins, toast to goals, listening as the season rolls. With every episode we're near, a prosperous and joyful year. Um, uh, Uh, Uh, Uh, Uh, Uh, Uh. Kevin and Roman cheer in the night. Podcast sparks like holiday lights. Customer success tales unfold. New Year's stories never get old. Happy customer new year to you. Playbook magic makes dreams come true. Kevin and Roman spreading cheer. Our success plays loud and clear. Resolution's a customer smile. Podcast wisdom stays for a while. Growth in service shines so bright. Lessons learned in every highlight. Happy customer new year to you. Playbook magic makes dreams come true. Kevin and Roman spreading cheer. Our success plays loud and clear. Resolution's a customer smile. Podcast wisdom stays for a while growth and service shine so bright lessons learned in every highlight happy customer new year you playbook magic makes dreams come true kevin and roman spreading cheer our success plays loud and clear strategy unwrap her gift so bold support stories that we've told Together we'll take this flight. Customer success our guiding light. Celebrate wins toast to goals. Listen in as the season rolls. With every episode we're near. A prosperous and joyful year. Mmmm. Celebrate wins to goals, support stories that we've told. Together we'll take this flight. Customer success our guiding light. Celebrate wins, toast to goals, listening as the season rolls. With every episode we're near, a prosperous and joyful year. Um, uh, Uh, Uh, Uh, Uh, Uh, Uh.
