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Releases on: Toolroom | REALM | Club Sweat | Snatch! | CUFF | Nervous | Simma Black | Stashed | Lovejuice | Farris Wheel | LOTS MORE LABELS ---Out Of Pocket Records Creator--- From firefighting throughout Manhattan, to performing on some of the biggest electronic music stages in the world; Tone Troy has quickly surged up the ranks as one of New York's premier music producers. Having become immersed in the ever changing House Music scene of New York City, his musical taste is shaped primarily ...
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The Customer Success Playbook

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 t ...
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In this episode of the Customer Success Playbook Podcast we feature an insightful conversation with Chad Estes, EVP of Customer Success at Canvs.AI. The discussion revolved around key performance indicators (KPIs) that are paramount for assessing and guiding customer success, relationships, and business results. Estes shared his perspective on five…
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Summary In a riveting episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding with guest Donna Weber, renowned author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions." Weber shares her profound insights on the importance of…
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NYC-based DJ Producer Tone Troy returns to Street Tracks, this time teaming up with Fletcher Kerr on their newest club banger ‘Running Back’. Tone Troy’s productions have gathered support from the likes of Michael Bibi, Maceo Plex, Joris Voorn & many more, while Fletcher Kerr continues his monumental rise over the last couple of years with releases…
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The word is videogames, and the nerds spend a lot of time talking about their favorite videogames, breaking the subject down by type, era, and platform. Then Keith talks about his recent travels to Toronto to film more Six Sides of Gaming adventures, and Andy talks about the disappointing misprint in his new release, Camping Fluxx. They discuss med…
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In the dynamic world of customer success, identifying and leveraging key performance indicators (KPIs) is crucial for driving growth and ensuring the longevity of customer relationships. The recent episode of the Customer Success Playbook podcast, featuring co-hosts Kevin Metzger and Roman Trebon, delves into this critical topic, offering valuable …
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We're thrilled to announce the release of our latest podcast episode, where Kevin Metzger sits down with Roman Trebon to unpack the critical elements of customer onboarding. Drawing from a month dedicated to exploring the nuances of this vital process, our guests share invaluable insights into making the onboarding experience a cornerstone of custo…
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The word is favorite and the nerds give their own answers to five “What’s your favorite…?” questions which it’s essential for every pediatrician to have ready answers for: Dinosaur, Insect, Superhero, Animal, and Princess. (Unsurprisingly, they spend quite a bit of time on a couple of those.) Moving on to other topics, they discuss Keith’s next vid…
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In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding and success strategies with Melissa Caldwell, Vice President of Customer Onboarding and Success at Fluxx, a SaaS grants management platform. The discussion covers the transformative journey Fluxx embarked …
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In this episode of the Customer Success Playbook Podcast, Roman Trebon and Kevin Metzger delve into the critical topic of customer onboarding. They highlight the significance of this initial stage in a client's lifecycle, emphasizing the potential pitfalls and the importance of a smooth onboarding experience. The dialogue touches on common onboardi…
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The word is character so the nerds talk about their favorite characters, what makes for a fun character to role-play, who’s really the main character, and what’s important in being a person with good character. Keith talks about appearing on the next season of Legacy of Worlds. Andy talks about being Frank, the person everyone knows (and his friend…
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In this episode of the Customer Success Playbook, Kevin and Roman discuss the topic for January: Navigating the First 90 Days as a Customer Success Leader. This month they talked with Marcus Vasell and discussed his Customer Success Maturity model in their interview. Reviewing how an organization moves from Crawl to Run across it's processess, Peop…
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Thrilled to have a chance to get a mini mix going to the legendary BBC Music Introducing show. Check out this half hour of power now!Tracklist:Tone Troy - ID Tone Troy & Fletcher Kerr - Running BackTone Troy - ID Tone Troy & Eurostep - FREEKTone Troy - The JungleTiga - Louder Than A Bomb (Disfreq Remix)Pinto (NYC) - IDLewis John - I Like ThatTone T…
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The word is calendar and the nerds talk about calendars, in particular Advent Calendars and Andy’s Y2K Calendar T-shirt. Other holiday related topics include Keith’s lil RPG, Snow Globe, his favorite Christmas tree ornament, and a disappointing pop-up Santa bar in Portland. Keith talks about the next D&D game he’ll be running and gets a couple of s…
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In the recent episode of the Customer Success Playbook podcast, Roman T. and Kevin M. hosted Marcus Vassell, a seasoned professional in customer success. The discussion primarily focused on Marcus's model for evaluating and advancing the maturity of customer success operations in organizations. Marcus Vassell outlined a three-stage evolutionary fra…
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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 …
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The word is paradox and the nerds have many thoughts about paradoxes and time travel and alternate realities. Topics include Zeno’s paradox, the grandfather loop, and of course, Andy’s game Chrononauts. Media they discuss includes Bodies, Loki, The Sarah Connor Chronicles, the Terminator 1 & 2, Back to the Future, Star Trek, Marvels, and Alien 1 & …
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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…
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The word is charcuterie, so the nerds start by sharing their thoughts on charcuterie boards. Andy announces that Leila is taking over the job of doing the sound editing on this show, then they talk about Hearts and Whist and Icehouse and Magic. Keith reports on GameHoleCon and shares his spoiler-free thoughts about Bodies and Loki Season 2. After d…
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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 c…
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Another year in the books. These are a few of the songs that made the highlights of the year for me.See you in 2024Tracklist:1. Trace(UZ) - Taka Doom2 Jeff Sorkowitz - Heat Rises3. Franklyn Watts - Djamba4. Kapowski, 96 Vibe - Gully Bob5. Tone Troy & Eurostep - FREEK6. Claude Von Stroke - These Notes in This Order (VNSSA RMX)7. Harry Romero - Talki…
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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 th…
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The word is camping. The nerds discuss their love of camping trips and Andy mentions that Camping Fluxx just went to the printer. Then they talk about Keith’s latest appearance on the Six Sides of Gaming livestream, and Keith talks about games he plans to run at GameHoleCon. Andy then talks a bit more about his big Across America road trip and the …
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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 com…
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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 man…
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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 s…
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Did a little bit of support for Gorgon City on their Salvation Album tour. Here is the two hour opening set!Setlist:1. Eli & Fur - You're So High2. Juan Du Sol - Hip Fast3. Ramon Tapia - Yellow Submarine4. Tokita - Broken Road (Giom Remix)5. Francois Dubois - Blood (Nigel Hayes Brazilian Dub)6. Nick Curly - Sway7. Delicious Inc. - Eau du Chante (Fo…
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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…
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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 jour…
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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 custome…
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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 separa…
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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 tran…
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The word is remix. The nerds recorded this episode live when Andy visited Keith during his big Across America road trip, and they start by continuing discussions they were having over breakfast about alternate-timeline-20-years-later remixes for Battlestar Galactica, Brooklyn 99, Rick & Morty and Firefly, all inspired by this Breaking Bad 2 video: …
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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 suc…
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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 reaso…
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