『The Customer Success Playbook』のカバーアート

The Customer Success Playbook

The Customer Success Playbook

著者: Kevin Metzger and Roman Trebon
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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!!


© 2025 The Customer Success Playbook
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  • Customer Success Playbook S3 E67 - Gayle Gorvett - AI Governance Essentials
    2025/07/07

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    Ready to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving headfirst into AI implementation. From her work with Duke University's AI working groups to real-world enterprise applications, Gayle reveals why treating AI like the "shiny new toy" without proper governance is a recipe for disaster. Whether you're protecting customer data or safeguarding your company's future, this customer success playbook episode provides the foundational knowledge to approach AI adoption with confidence and compliance.


    Detailed Analysis

    The AI revolution isn't just changing how we work—it's fundamentally reshaping the legal and ethical landscape of business operations. Gayle Gorvett's expertise in AI governance comes at a crucial time when companies are rushing to implement AI solutions without adequate safeguards. Her comparison of current AI hype to the blockchain frenzy of a decade ago serves as a sobering reminder that sustainable innovation requires thoughtful planning, not just technological enthusiasm.

    The multidisciplinary approach Gayle advocates represents a significant shift in how businesses should structure their AI initiatives. Gone are the days when technology decisions could be made in isolation. Modern AI governance demands collaboration between business functions, technical teams, and legal counsel—creating a new paradigm for cross-functional leadership in customer success organizations.

    For customer success professionals, the implications extend far beyond internal operations. When AI systems interact with customer data, handle support tickets, or predict customer behavior, the governance framework becomes a direct reflection of your company's commitment to customer trust. Gayle's emphasis on informing customers about AI usage highlights how transparency has evolved from a nice-to-have to a business imperative.

    The Duke AI Risk Framework and NIST guidelines she references provide actionable starting points for organizations feeling overwhelmed by the governance challenge. These resources democratize access to enterprise-level AI governance, making sophisticated risk assessment accessible to companies of all sizes. This democratization aligns perfectly with the customer success playbook philosophy of scalable, repeatable processes that drive consistent outcomes.

    Perhaps most importantly, Gayle's 26-year perspective in technology law offers historical context that many AI discussions lack. Her experience through previous technology waves—from the early internet boom to blockchain—provides valuable pattern recognition for identifying sustainable AI strategies versus fleeting trends. This wisdom becomes particularly relevant for customer success leaders who must balance innovation with the reliability their customers depend on.

    Now you can interact with us directly by leaving a voice message at ht

    Kevin's offering

    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.

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    10 分
  • Customer Success Playbook Podcast S3 E66 - Jake McKee - AI Experience Design
    2025/07/03

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    The final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstrates how successful AI transformation mirrors the digital transformation of the past decade, requiring fundamental changes to business processes, not just technology adoption. McKee's framework for maintaining authentic human connections while scaling AI across enterprise environments provides practical guardrails for companies navigating the complex balance between efficiency and empathy. From addressing AI hallucinations transparently to designing trust through micro-moments, this conversation offers a roadmap for AI implementations that enhance rather than diminish human relationships.


    Detailed Analysis

    McKee's perspective on AI transformation represents a sophisticated understanding of organizational change management applied to emerging technology. His comparison to digital transformation provides crucial context—just as companies had to fundamentally rethink business processes when moving from analog to digital, AI transformation requires reimagining workflows, decision-making processes, and human-machine collaboration models.

    The conversation reveals critical insights about trust-building in AI systems, emphasizing that trust develops through consistent micro-moments rather than singular grand gestures. This mirrors human relationship dynamics and provides a practical framework for designing AI experiences that build confidence over time. McKee's examples of internal process failures—particularly the 13-screen system requiring hours of work before allowing saves—illustrate how poor experience design destroys trust regardless of underlying functionality.

    Perhaps most valuable is McKee's nuanced approach to AI transparency and hallucination management. Rather than attempting to eliminate AI limitations, he advocates for honest communication about system capabilities and uncertainties. This customer success playbook approach recognizes that users can develop healthy relationships with imperfect AI systems when expectations are properly set and limitations are communicated clearly.

    The discussion also addresses the critical challenge of scaling empathetic AI across large organizations. McKee's emphasis on relationship design over feature development provides a sustainable framework for maintaining human-centric experiences even as AI implementations grow in scope and complexity. His insights about contextual AI behavior—understanding when users need speed versus thoughtful interaction—offer practical guidance for enterprise AI strategy.

    Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

    Kevin's offering

    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.

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    15 分
  • Customer Success Playbook Podcast S3 E65 - Jake Mckee - Community VS Data Driven Road Map
    2025/06/25

    Send us a text

    What happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer success playbook reveals why treating community building as relationship development—not just feedback collection—transforms how companies balance emotional customer input with analytical metrics. McKee's "everybody goes home happy" philosophy demonstrates how sustainable product decisions emerge when companies design mutually beneficial relationships rather than extracting value from user communities. From scale modeling to high-end fusion restaurants, this conversation weaves personal insights with professional strategies for community-driven product development.


    Detailed Analysis

    McKee's approach to resolving the tension between passionate customer feedback and data-driven metrics represents a sophisticated understanding of modern product development challenges. His framework moves beyond the traditional either/or mentality to reveal how qualitative community insights can actually strengthen quantitative analysis when properly interpreted through relationship context.

    The discussion illuminates critical flaws in conventional product development cycles, particularly the tendency to collect requirements upfront, disappear into development "black boxes" for months, then emerge with solutions disconnected from evolving customer needs. McKee's community-driven product development methodology keeps customer voices actively engaged throughout the development process, creating real-time feedback loops that prevent costly misalignments.

    Perhaps most valuable is McKee's perspective on starting small with community building. Rather than investing in expensive platforms and complex infrastructure, he advocates for beginning immediately with simple relationship-building activities—introducing customers to each other, facilitating peer connections, and treating community development as an ongoing relationship rather than a marketing project. This customer success playbook approach recognizes that authentic communities emerge from genuine value exchange, not sophisticated technology platforms.

    The conversation also explores the nuanced art of community participation, whether in branded platforms or external spaces like Reddit. McKee's guidance on "showing up" rather than "taking over" provides practical wisdom for companies looking to engage authentically with existing customer communities rather than disrupting established dynamics.

    Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

    Kevin's offering

    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.

    続きを読む 一部表示
    19 分

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