Welcome to the first episode of Season 2 of the Customer Success Playbook. January 2024. In this episode we preview the month of January topic. The 30/60/90 day plan when entering a company. We aslo preview the January guest of the month Marcu Vasselle. Marcus wrote an article about the customer success maturity model he defined and we discuss how that applies to building your plan. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 development in this field. Roman Trebon, co-host, also shares his experience with Success Hacker's training and its impact on his career. The episode explores the importance of continuous learning and development strategies in customer success, with insights on the role of training in enhancing customer engagement and satisfaction.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 learning in this rapidly evolving field.Andrew Marks discusses the significance of professional development and the global recognition of Success Hacker's certification programs. He emphasizes the impact of such certifications on career progression and company investment in employees. The conversation also touches upon the practical applications of these training programs in real-world business scenarios, with Marks detailing the various courses and methodologies offered by Success Hacker. These include foundational customer success training, outcome-based selling, and change management for customer success.Furthermore, the episode explores the integration of customer success into sales processes, the subscription economy's demands, and the crucial role of AI in enhancing the efficiency of customer success teams. Marks also shares insights on the evolving strategies in customer success, stressing the human element's enduring importance in this domain.This podcast episode offers valuable perspectives for both individuals and organizations aiming to excel in customer success, underscoring the criticality of specialized training and development in this field.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 personalization, pulling in account data, and even automating messages.Some of the key insights are:The podcast focuses on how AI is transforming customer success, especially around onboarding, education, outreach, and retention.Tools like Update AI help capture meeting info, provide transcripts and next steps to boost CS team efficiency.AI platforms like Maddock can aggregate data to build executive business reviews with new insights.AI can help provide training feedback to CS teams on areas to improve like keywords missed or voice delivery.AI enables personalization even in automated communications by pulling in account data.Pitfalls when implementing AI include poor rollout, lack of communication on its purpose, and unclear roles. Reflection and iteration are key.AI allows CSMs to spend less time on repetitive tasks and more on using data strategically.Important AI voices highlighted are leaders at Update AI, Mira Murati of ChatGPT, and CS platform companies incorporating AI.Data privacy, mental health support, ethics and human-centric AI are important considerations for the future.Find out more about Emilia and her company at https://growthmolecules.com/You can also access the white paper discussed in the Podcast at https://hubs.ly/Q0213rkj0Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 stress to prevent burnout. Trust us; you don't want to miss these practical gems from Carly!Meanwhile, are you curious about opportunities in the customer success space? Carly and our team explore the landscape of jobs in this field, the importance of staying informed about industry trends, and the resources at your disposal for a successful job search. Plus, we've got the scoop on where to find the latest job listings and how to stay plugged in for updates. Whether you're actively seeking a Customer Success Manager role or just looking for career development tips, we've got you covered. Get ready to take notes and transform your career journey.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 hear about the importance of self-reflection, and master the art of networking, selling yourself, and honing your interviewing skills. Trust Carly when she mentions being patient, as it's all part of the process in landing your ideal job in customer success.But that's not all. Carly's advice goes beyond just job hunting, as she emphasizes the need for mental health management during the taxing job search process. She shares her personal experiences about how hobbies like golfing and reading helped her unwind. As we delve deeper, Carly unfolds her unique approach to resume optimization for ATS systems, and why a one-size-fits-all resume might be more beneficial than an overly customized one. So get ready to discover a wealth of knowledge and resources that Carly has to offer. Just by tuning in, you're already taking a proactive step towards making your mark in the competitive world of customer success.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 candor—a concept she borrowed from Kim Scott's book. Julie's belief in the absence of a finish line with any client and the necessity of consistently providing value is her unique approach to customer success.Our chat with Julie is not just about leadership; it exemplifies the power of a growth mindset in influencing customer success. In this episode, Julie’s insights will help you rethink your approach to team building and customer success, stimulate open conversations and idea sharing, and promote continuous improvement. We also revisit our insightful conversation with Greg Danes about late-stage churn. Remember, leveraging difficult situations into opportunities for growth is quintessential for a successful leader. Join us in this enriching episode filled with practical wisdom and inspiration.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 commence in tech or customer success. She began her professional life in commercial real estate and navigated through diverse roles in sales and marketing. This exploration, she emphasizes, is vital. Young professionals shouldn't feel confined to a specific path but should be open to experiencing various roles.A recurring theme in Julie's narrative is her natural inclination towards leadership. Regardless of her position, she frequently found herself guiding teams, underscoring her innate ability to lead and her passion for coaching. This zeal for mentoring is a testament to her belief in the power of guiding others to achieve their best.Julie's transition to the tech sector marked her deep dive into customer success. Here, she played an instrumental role in crafting playbooks and programs, shaping her approach to the field. This initial foray was characterized by a "learn-as-you-go" ethos. The team adopted a "trial by fire" approach, experimenting with different strategies to ascertain what worked. This experiential learning, coupled with open communication and consistent feedback, facilitated rapid growth.In her subsequent role, Julie joined an established, world-class customer success team. This shift presented her with a fresh set of challenges and opportunities. She could now apply her accumulated knowledge to a team that already had robust systems in place. This experience highlighted the importance of continuous learning and adaptability, even when integrating into a well-oiled machine.One of Julie's profound insights relates to the ever-evolving nature of customer success. She believes there's no end-point; teams must perpetually innovate and adapt. This continuous drive for improvement ensures that customer success professionals remain at the forefront of delivering unparalleled value to their clients.To conclude, Julie Fox's segment on the podcast is a treasure trove of insights for anyone in the customer success domain. Her journey, characterized by exploration, natural leadership, and a passion for coaching, offers invaluable lessons. Whether you're just starting in the field or are a seasoned professional, Julie's emphasis on experiential learning, feedback, and the never-ending journey of improvement is a testament to the dynamic and rewarding nature of customer success.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 are harnessing the power of data to predict customer outcomes. Join us as we explore the journey from subjective health scores to AI-powered, data-driven decision-making.Dive into the world of AI and its role in processing massive amounts of data to predict outcomes. Ed Powers provides a tantalizing preview of his upcoming courses discussing generative AI. We also bring to light the importance of unearthing data that aligns with your company's goals, which often requires reaching out to customers for discussions. Listen to our stimulating discourse on customer satisfaction and churn. With Ed's insightful ideas, you're sure to leave pondering a few burning questions that just might be the foundation for our future episodes.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.