
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
CSP - S3 E1 - Roman Trebon - Keep, Kill, Start
In this inaugural episode of Season 3, co-host Roman Trebon introduces the powerful Keep, Kill, Start framework for driving continuous improvement in both personal and professional contexts. This strategic approach helps teams and individuals identify what's working, what needs to be eliminated, and what new initiatives should be implemented for optimal success in 2025.
Detailed Analysis
The episode delves into the practical application of the Keep, Kill, Start framework across multiple organizational levels. Roman Trebon presents this methodology as a versatile tool that can drive meaningful change in both virtual and in-person team environments. The discussion highlights several critical business insights:
- Organizational Adaptation: The framework provides a structured approach to organizational change management, allowing teams to systematically evaluate and evolve their processes.
- Virtual Team Dynamics: The episode addresses the unique challenges of maintaining team cohesion in remote work environments, emphasizing the importance of intentional relationship-building beyond task-focused interactions.
- Implementation Strategy: Trebon emphasizes the critical nature of follow-through, recommending quarterly check-ins to ensure accountability and maintain momentum on identified changes.
- Cultural Integration: The discussion demonstrates how personal and professional development can be integrated through a single framework, promoting holistic growth and sustainable change.
- Resource Optimization: By explicitly identifying elements to eliminate ("kill"), the framework helps organizations address the common pitfall of continually adding new initiatives without removing outdated ones.
Business Applications
The Keep, Kill, Start framework presents several practical applications for business leaders:
- Strategic Planning: Use the framework to evaluate and refine organizational processes
- Team Development: Apply the methodology in both individual and group settings
- Change Management: Implement structured approaches to organizational evolution
- Resource Allocation: Make informed decisions about where to invest time and resources
- Performance Optimization: Regularly assess and adjust operational effectiveness
Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook
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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.