The Customer Success Playbook

Send us Fan Mail In this episode of the Customer Success playbook Kevin Metzger and Roman Trebon discuss launching the podcast, their guests in 2023, Highlights from the year and preview 2024.  Happy Holidays.  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...

Send us Fan Mail In this episode of The Customer Success Playbook Podcast Post Game show, Kevin and Roman discuss the interview with Andrew Marks from Success Hacker. They discuss the value of customer success certification and how Success Hacker's certification programs, is recognized by the same certification program that certifies  Oxford University, and how it contributes to professional...

Send us Fan Mail The episode of The Customer Success Playbook Podcast featuring Andrew Marks provides a comprehensive insight into the value of customer success certification and the role of Andrew's company, Success Hacker, in shaping the customer success landscape. The host, delves into various aspects of customer success training and development, highlighting the importance of continuous l...

Send us Fan Mail This episod of the Customer Success Playbook podcast focuses on how AI is transforming customer success. Emilia from Growht Molocules talks about,  how AI platforms can aggregate data to build more insightful executive business reviews. Help with training, by giving feedback to help CS teams improve. She also discusses how AI helps with customer communications, by enabling persona...

Send us Fan Mail Are you ready to supercharge your job search and career transition strategy? Our recent chat with Carly Agar, a seasoned career coach, promises to equip you with dynamic networking techniques, personal branding strategies, and the art of curating a compelling resume. We also delve into the do's and don'ts of using AI in your job hunt and how to manage job search-related...

Send us Fan Mail What if you had insider knowledge on how to navigate the competitive customer success job market? This episode is packed with such insights courtesy of our guest, Carly Agar, founder and CEO of Carly Agar Training. Carly shares her expertise on standing out in a crowd of applicants, giving us a glimpse into the hiring dynamics of today's customer success sector. You'll h...

Send us Fan Mail 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 ca...

Send us Fan Mail The "Customer Success Playbook Podcast" recently hosted Julie Fox, a distinguished figure in the realm of customer success. Julie's insights and experiences, shared during her segment, offer invaluable lessons for professionals in the field. From her early days, Julie has been driven by a desire to make a significant impact. Interestingly, her journey didn't co...

Send us Fan Mail Unlock the power of data in your business with insights from our recent guest, the remarkable Ed Powers. Feast your ears on a riveting conversation that explores the essence of data-driven decision-making in Customer Success. Ed Powers, an esteemed expert who delivers enlightening courses on Udemy and Success Hacker, shares his expertise on customer health scores and how companies...

Send us Fan Mail In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger interview customer success expert Ed Powers on leveraging data to drive better decisions. Ed teaches courses on using statistics and data analysis to unlock insights for customer success professionals. They discuss how proper statistical tools help separate meaningful signals from noise...

Send us Fan Mail Description: In this insightful postgame episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger reflect on their enlightening conversation with Jeff Heckler, the Director of Customer Success at Market Source. Diving into the pivotal realm of service delivery, they unravel its crucial role in fostering a seamless transition from the promises of produ...

Send us Fan Mail Join hosts Roman Trebon and Kevin Metzger in this episode of the "Customer Success Playbook" podcast as they converse with the seasoned expert, Jeff Heckler, to dissect the finer points of customer success and service delivery. Dive into a rich discussion filled with hands-on advice and deep insights aimed at enhancing your approach to customer success. Discussion Points...

Send us Fan Mail In the "Customer Success Playbook" podcast post-game show, hosts Kevin Metzger and Roman Trebon discuss their recent episode with guest Greg Daines, who delved into the primary reasons for customer churn in 2023. Main Points: Churn Categories : Early, mid, and late churn, with a significant focus on early churn which comprises 70% of the churn reasons. Early Churn Insigh...

Send us Fan Mail Greg Daines is the founder and CEO of Churnrx.com. He holds multiple advanced degrees in business and economics from MIT and Cambridge University. This episode is a discussion about Greg's ebook 23 Ways to Reduce Churn in 2023. Discussion Points Greg emphasizes that business has fundamentally changed and old ideas about customer retention no longer work. He mentions that cust...

Send us Fan Mail This is the first postgame episode of the Customer Success Playbook. In this episode, hosts Roman and Kevin discuss the interview we conducted with Sue Nabeth Moore. We call out some of the highlights of the interview and discuss some of the challenges we've faced that were discussed in the interview.  Check out the postgame of the Sue Nabeth Moore CS Playbook interview.  Ple...

Send us Fan Mail The podcast discusses how companies can align their entire organization around customer success. The hosts Kevin and Roman interview Sue Nabeth Moore, a thought leader in customer success. Key points: - Customer success needs to be part of the company's strategy, not just a tactical support function. It should be infused top-down in all departments. - Educating the organizati...

Send us Fan Mail Get ready for a jam-packed episode with hosts Kevin Metzger and Roman Trebon as they dive into the transformation trends in customer success with expert James Scott! James brings the energy as he unpacks how digital CS is becoming essential for efficient scaling.  The insights come rapid-fire as James explores slam dunk starting points like onboarding, leveraging data and AI to un...

Send us Fan Mail Welcome to 'The Customer Success Playbook,' your essential guide to mastering the customer success arena. Hosted by Roman Trebon and Kevin Metzger, we bring you thought-provoking insights, strategies, and experiences from the industry's leading minds. Whether you're a seasoned professional or a newcomer, this podcast is your resource to elevate your customer su...

Send us Fan Mail Join hosts Kevin and Roman in this insightful episode as they interview David Jackson, a renowned Customer Success expert and CEO of customer.co. The discussion is focused on the financial aspects of Customer Success within the B2B SaaS domain. Episode Highlights : Customer Success P&L (CSPNL) : David introduces the concept of CSPNL and discusses its benefits for financial pla...

Send us Fan Mail In this second episode of the CS Playbook Podcast, we delve into the critical component of Customer Success – the Customer Success Playbook. Discover how this playbook, comprising a range of strategies, acts as your guide in effectively communicating with customers, monitoring key metrics, and continuously enhancing your approach across the entire customer journey. Gist: We kick o...

Send us Fan Mail Title: The Customer Success Playbook - Episode3: Elevating Proactivity in Customer Success Welcome to Episode 3 of 'The Customer Success Playbook,' where your hosts Roman Trebon and Kevin Metzger are set to enrich your customer success journey. Dedicated to bringing you the most recent insights, our hosts draw upon their wealth of expertise to share inspiration and wisdo...

Send us Fan Mail Welcome to the “Customer Success Playbook Podcast,” hosted by Roman Trebon and Kevin Metzger! Embark on a journey with us as we dive into the vibrant world of customer success, helping you to elevate your skills, strategies, and insights to new heights. Whether you’re just dipping your toes into the field or are a seasoned customer success veteran, our playbook has something for e...