The Customer Success Playbook Kevin Metzger and Roman Trebon

In the recent episode of the "Customer Success Playbook" podcast, hosts Roman Trebon and Kevin Metzger delved into a week filled with personal anecdotes, customer success strategies, and community-building within the industry. Key discussions included the power of root cause analysis in business operations, the significance of customer success managers (CSMs), and the various events highlighting the appreciation for CSMs. 

The Importance of Root Cause Analysis in Business Success
One of the episode's central themes was the application of root cause analysis (RCA) not just in technology but across all business processes. Kevin emphasized how RCA is crucial for identifying issues that may not necessarily be tech-related but are often embedded within business processes. This approach is fundamental for businesses looking to sustain growth and efficiency, as it helps in pinpointing problems and formulating strategic solutions that prevent recurrence.
Celebrating Customer Success Managers
The conversation also highlighted "CSM Appreciation Week" organized by Churn Zero, showcasing the industry’s recognition of the hard work and dedication of customer success managers. This event is pivotal in reminding organizations of the value of regularly appreciating their CSMs, akin to celebrating Mother's Day, as mentioned by the hosts. Such initiatives not only boost morale but also reinforce the importance of customer success in reducing churn and enhancing customer satisfaction.
Check out: Churn Zero CSM Appreciation Week


Business Insights and Forward-Looking Strategies
Throughout the episode, Roman and Kevin explored various forward-looking strategies that companies can adopt. For instance, Greg Danes's customer results strategy template CRS Guide (usrfiles.com)  was mentioned as a valuable tool for businesses aiming to align technology solutions with customer needs effectively. 

Additionally, discussions on the onboarding of new users in existing accounts suggested a significant area for development in many organizations, pointing towards the need for improved training and resource allocation. Check out Donna's discussion which we point to the episode - Do you formally onboard new users in existing accounts?
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.

Introduction:
In Season 2, Episode 14 of the "Customer Success Playbook" podcast, Kristi Faltorusso, Chief Customer Officer at Client Success, shares her journey of developing a c community. Her candid discussion covers the initial aspirations, the stumbling blocks encountered, and the strategic pivot towards relaunching the community.
Summary of Key Points:
Initial Strategy and Challenges:Faltorusso envisioned a community exclusively for Client Success customers, aiming to foster connections and provide unique content.The initial setup was robust, with significant investments in technology and content, but lacked a dedicated owner for ongoing management, leading to the community's gradual decline.Lessons Learned and Pivot:The key takeaway from the initial failure was the critical need for dedicated community management.The relaunch focuses on more realistic engagement metrics and segmented strategies based on customer tiers, emphasizing accountability and sustained interaction.Future Plans and AI Integration:Looking ahead, Client Success plans to integrate AI to enhance community engagement and content relevancy, aiming to foster a self-sustaining ecosystem where customers contribute actively.Kristi discusses the 5 P's related to AIProactive - Anticipating customer needs and actions before they occur.Predictive - Using data to predict outcomes and customer behaviors.Productive - Enhancing productivity for customer success teams through automation and efficient processes.Prescriptive - Providing specific recommendations and actions to customer success teams.Personalized - Tailoring experiences and interactions to individual customer profiles and preferences.Detailed Analysis:
Business Relevance:Building a specialized community can significantly enhance customer loyalty and retention, especially when tailored to the needs and behaviors of specific user segments.The detailed account of challenges and adjustments provides a roadmap for other businesses in the customer success industry, highlighting the importance of adaptability and precise goal-setting.Strategic Insights:The shift towards AI and targeted accountability suggests a move towards more personalized and proactive customer engagement strategies.Businesses can draw parallels to their community engagement strategies, considering the balance between technological integration and human oversight.Conclusion:
Kristi Faltorusso’s experience underscores the complexity of building a successful customer community. The insights shared not only pave the way for Client Success's future strategies but also serve as a valuable lesson for similar businesses aiming to enhance their customer engagement through community-building.You can find Kristi at https://www.kristifaltorusso.com/
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.

Summary:
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the shifting landscape of customer success (CS). The discussion highlighted several pivotal trends:
Increasing Importance of CS: The surge in attendance at CS events like the Totango Summit reflects the growing significance of customer success roles in businesses.Role Rebranding Impacts Talent Acquisition: A noteworthy shift in job titling from 'program manager' to 'customer success' in Oklahoma led to a dramatic increase in the quality and quantity of applicants, emphasizing the attractiveness of the CS label.Community and Learning: Events and webinars, such as those hosted by Success Coaching and Client Success, are pivotal for professional growth and networking within the CS community.Innovative Tools and Models: The discussion covered new frameworks and tools that facilitate CS operations, including a new customer value framework by Sixth Sense and automation tools by Matik, which enhance efficiency in creating customer engagement materials.Analysis:
The conversation between Trebon and Metzger provides insights into the evolution of customer success as a pivotal element of modern business strategy. As companies increasingly recognize the value of CS, there's a notable shift towards more strategic and data-driven approaches in managing customer relationships. This transformation is evidenced by the integration of advanced tools and methodologies that streamline operations and enhance customer engagement.
Evolving Job Roles and Titles: The change from 'program manager' to 'customer success' not only highlights the dynamism of job roles but also reflects a strategic repositioning that companies are adopting to attract talent. This rebranding signifies a broader shift in the job market and applicant pool towards the CS branding.
Professional Development and Networking: The emphasis on CS-related events and webinars underscores the importance of continuous learning and community engagement in professional growth. These platforms provide invaluable opportunities for sharing best practices, learning from industry leaders, and forging beneficial networks.
Technological Advancements: The adoption of new tools like the customer value framework by Sixth Sense and automation solutions by MatiK demonstrates the industry’s shift towards leveraging technology to enhance the efficiency and effectiveness of CS operations. These innovations not only save time but also allow CS professionals to focus on strategic activities that directly impact customer satisfaction and retention.
In conclusion, the episode from the Customer Success Playbook Podcast vividly illustrates the evolving nature of customer success roles within the corporate landscape, highlighting the importance of strategic positioning, community building, and technological integration in mastering the art of customer success.
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.

Angeline Kish, Director of Customer Success at VMware by Broadcom, shared her insights on diversity, equity, and inclusion (DEI). As a recognized leader in customer success and DEI strategies, Angeline has been instrumental in launching influential programs like Stanford's "Influence Circles" aimed at promoting a more inclusive work environment.

Summary of Key Points


Angeline Kish’s efforts at VMware highlight the significance of DEI initiatives in creating a balanced and inclusive workplace. She emphasized the role of leadership in embedding DEI into the corporate culture, explaining how programs are structured to foster awareness and facilitate discussions on diversity and inclusion. She also touched upon the practical aspects of integrating these insights into everyday business practices, such as:
Recruitment: Implementing diverse hiring panels and strategies to ensure a varied workforce.Training Programs: Utilizing resources like Stanford's educational videos to address topics relevant to workplace inclusivity.Engagement: Maintaining high participation in DEI programs despite busy schedules by offering flexible involvement options.
Detailed Analysis and Business-Relevant Insights


Strategic Implementation of DEI Initiatives: Angeline’s approach at VMware underscores the importance of strategic planning in DEI efforts. By aligning these initiatives with corporate goals and obtaining robust leadership support, VMware has been able to integrate DEI into its core operations effectively. This strategic alignment ensures that DEI efforts are not just symbolic but are impactful and sustainable.
Impact on Corporate Culture: The influence of DEI initiatives on corporate culture is profound. By promoting inclusivity, companies are likely to see enhanced employee satisfaction and retention. Diverse teams bring a variety of perspectives that can lead to innovative solutions and a deeper understanding of customer needs, thereby improving client relationships and business outcomes.
Challenges and Solutions: One of the main challenges discussed was maintaining engagement in DEI programs. VMware addressed this by adjusting attendance requirements and providing various time slots to accommodate different schedules and time zones, showcasing a practical solution to improve participation rates.




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.

Tune in and listen to our new special episode Customer Success Playbook Anthem Rock 1.
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.

In the ever-evolving landscape of customer success, the latest edition of the Customer Success Playbook podcast, hosted by Roman Trebon and Kevin Metzger, delved into crucial strategies for enhancing customer success metrics, leveraging LinkedIn insights, and understanding the multifaceted aspects of leadership and data-driven decision-making. The discussions provided valuable insights into addressing common challenges in customer success through innovative approaches and thoughtful leadership.

Key Points and Themes


Data-Driven Decision Making: A critical highlight of the conversation was the emphasis on the pitfalls of relying solely on average churn rates for decision-making. The discussion underscored the significance of looking beyond simplistic metrics to understand churn and its impact on business. This involves considering the non-linear nature of churn rates, the errors introduced by period calculations, and the uncertainties of small sample sizes.Prescriptive Leadership: The conversation transitioned to the concept of prescriptive leadership in customer success, advocating for a proactive approach to leadership that focuses on setting direction, aligning teams, and empowering employees. This strategy emphasizes the importance of enhancing customer experiences, making data-driven decisions, and balancing short-term and long-term goals.Empowering Customer Success Managers (CSMs): Another focal point was the empowerment of CSMs with the knowledge and tools to make informed decisions. This involves a comprehensive understanding of customer dynamics and adopting a proactive rather than reactive approach to managing customer relationships.Leveraging AI in Customer Success: The podcast also touched on the upcoming customer success event featuring discussions on AI's role in driving efficiencies, personalization, and expanding reach to augment the customer experience. This segment highlighted the growing importance of AI in shaping future customer success strategies.
Detailed Analysis and Business Insights


Beyond Average Churn Rates: Businesses must adopt a more nuanced approach to analyzing churn. Understanding the specific reasons behind churn, rather than relying on averaged data, can unveil actionable insights for improving customer retention strategies. This requires a deep dive into customer behaviors, segment-specific churn trends, and the integration of probabilistic models to predict future churn rates more accurately.The Role of Prescriptive Leadership: In the dynamic field of customer success, leadership plays a pivotal role in guiding teams toward achieving business objectives. Prescriptive leadership, with its focus on clarity of direction, alignment of goals, and employee empowerment, is essential for fostering an environment where innovation and customer-centric strategies thrive. Businesses should invest in leadership development programs that emphasize these aspects to drive sustainable growth.AI's Expanding Influence: The integration of AI into customer success processes presents a promising avenue for enhancing customer interactions and operational efficiency. Businesses should explore AI-driven solutions for persoPlease 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.