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Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

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The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include C ...
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Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
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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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Let's be honest: building a company from nothing is freaking hard. It has been for me. I grew my company Accelity from 0 to 7 figures with no partners and no funding. I'm also a startup mentor, a speaker, and a dedicated mother of three. Welcome to The Art of Entrepreneurship podcast—I’m your host, Jackie Hermes. Listen in as I share all the mistakes I’ve made and, more importantly, what I’ve learned from them, with no fluff, and no rose-colored glasses. The Art of Entrepreneurship is a show ...
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The Impact Multiplier CEO

Richard Medcalf of Xquadrant

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As a CEO, you’ve demonstrated your ability to solve complex problems and achieve extraordinary results. You've skills, resources and experience. But you have the potential for even greater impact and a more satisfying legacy. What will it take to multiply your positive impact - in the business, for your people, and in the world at large? Join Richard Medcalf, Founder of Xquadrant, and high-impact CEOs from some of the world’s most exciting firms - for a perspective-shifting conversation at t ...
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MarketoApp podcast is for Growth Hackers, Digital Marketers and Product Managers. Here you'll only listen about Growth and Marketing. We believe that only to do the right marketing is not the best way to grow, it used to work way back in early days of digital marketing era. Now every channel and your audience is mature, you also need to mature your strategy to be in industry and show the growth.
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We believe Mission and Margin is the business of healthcare. Business of Healthcare (BOH) interviews feature innovations sustainably improving healthcare Mission & Margin. Each discussion includes a healthcare executive and innovator concentrating on the same problem. Think “Nightline” or “How I Built This” just for healthcare. Recent guests have included Bernadette Spong, Chief Financial Officer, Orlando Health, Paul Kusserow, President & CEO, Amedisys, Blake Marggraff, Founder & Chief Exec ...
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The Accord Research Alliance Podcast

The Accord Research Alliance Podcast

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The Accord Research Alliance podcast brings you short but powerful conversations with innovators who are committed to measuring what matters in Christ-Centered relief, development, and advocacy. Hosted by Nathan Mallonee and Rodney Green.
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Send us a Text Message. In this special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's inception in March 2023 to their 50th release in August 2024, sharing insights into the evolutio…
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Send us a Text Message. In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger delve into the often-overlooked realm of Partner Success within the SaaS industry. Joined by Pauline Van Backle, Partner Success Manager, and Karen Siddiqi, Senior Director of Partner Success at Five9, the discussion explores the s…
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This episode of The Art of Entrepreneurship is for anyone who’s juggling the chaos of building a business while keeping their relationship intact. My guests today are Gunjan and John, a power couple who built a thriving business together. Gunjan, John, and I discuss how they balance their roles, handle the inevitable disagreements, and navigate the…
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Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices. Click here to watch the video on …
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How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…
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Send us a Text Message. In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Irit Eizips, a world-renowned expert in customer success strategies and the mastermind behind Keep Your Customers. With accolades, including Top Customer Success Strategist of 2024 and induction into the CX Hall of Fame in …
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This episode of The Art of Entrepreneurship is for anyone who feels like they’re perpetually drowning in their to-do list and can’t catch a break. I recently read Greg McKeown’s book, Effortless, and I sped through it because I really needed to hear his lessons. We’ll talk about shifting from "Why is this so hard?" to "What if this could be easy?" …
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How can telemetry data and capability adoption scores drive higher net retention? Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data …
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Send us a Text Message. In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Kevin Maufer, Principal Consultant and Fractional Leader at CX Services. With over 25 years of experience in customer-facing roles, Kevin shares his expertise on the critical importance of defining and aligning o…
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This episode of The Art of Entrepreneurship is a follow-up from last week’s conversation about elevating your company culture with an internal Net Promoter Score (NPS) survey. This week, I’m joined again by Jenny Weeden, my business partner and President at Accelity. We discuss how we’ve made personal and cultural changes in the business to promote…
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How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial. Click here to watch the video on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how a CSM pooled model can drasticall…
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Send us a Text Message. In the latest episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interviewed Swati Garg, a renowned entrepreneur and thought leader in customer success (CS). The discussion delved into the evolving role of CS leaders, highlighting the shift from reactive to proactive strategies, the increa…
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Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry expe…
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Send us a Text Message. In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Alok Shukla, co-founder of FunnelStory, to discuss how AI and data analytics are revolutionizing customer success. FunnelStory is a platform that provides product funnel intelligence to optimize conversion, adoption, renewa…
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This episode of The Art of Entrepreneurship is for anyone who wants to know what their team is really thinking (but is too afraid to ask). A Net Promoter Score, or NPS, is a common tool for measuring customer experience. It asks customers to rate how likely they are to recommend a brand to a friend on a scale of 1 to 10. We applied the same concept…
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Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a…
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That's what Richard Medcalf explores with Michael Riedl, the CEO of Team Internet. The business was founded in 1996 as a web services company distributing domain names, until Michael led a strategic charge to double-down on new solutions including online marketing. In this conversation, you’ll learn: The story of how they acquired 17 businesses in …
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Send us a Text Message. In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter …
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Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes…
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Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…
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Send us a Text Message. In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger sit down with Ravi Bulusu, the co-founder and CTO of TheLoops. Ravi shares insights on how TheLoops, an AI-driven intelligence support operations platform, is revolutionizing customer support by providing real-time data integration…
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Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer succe…
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In this conversation, you’ll learn: How Logan (and Richard) relate business and faith How to 'wow' people and build a powerful network of 6000 people (it's simple, but not always easy) The three big decisions everybody needs to address How Logan has built a culture of excellence that resulted in a Net Promoter Score "so high its almost unbelievable…
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What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…
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Send us a Text Message. In this episode of the Customer Success Playbook podcast, we're excited to host Samuel Cummings, CEO of DataPlant, who is at the forefront of revolutionizing customer success through AI and data science. Samuel shares his fascinating journey from being a data scientist at Gainsight and LinkedIn to founding DataPlant, a compa…
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In this episode of The Art of Entrepreneurship, Jackie talks about 10 common leadership patterns that can hurt teams. From shiny object syndrome to retaliation and more, Jackie talks through how to become a better leader and grow out of bad habits. If you like this episode, check out these resources. Podcast: The professional habits that stop you f…
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How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers inval…
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Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…
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In this episode,- Richard Medcalf speaks with Björn Thorngren, the CEO and co-founder of MEDS, a leading online pharmacy in Sweden. MEDS has been the fastest-growing Swedish company (2018-2021) according to the Financial Times, having grown in 6 years to 800,000 customers with a brand recognised by 50% of people. In this conversation, you’ll learn:…
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Send us a Text Message. In this episode of the Customer Success Playbook podcast, we welcome Peter Ord, Founder and CEO of GuideCX, to discuss the future of customer onboarding and implementation. GuideCX is revolutionizing the way companies handle customer onboarding, making it smoother and more effective through its innovative platform. Peter sha…
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This episode of The Art of Entrepreneurship is for anyone who has or is thinking about bringing in a partner in your business. My guest today is Jenny Weeden, President of Accelity and former pod guest. Jenny and I discuss the origin stories of our journeys with Accelity, the personal and professional growth we’ve experienced together, and how to n…
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Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journ…
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Send us a Text Message. In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Nik Mijic, founder of Matik, to discuss innovative solutions for automating data-driven content creation. Matik's platform simplifies the generation of personalized metrics, text, tables, and charts for presentations, enabl…
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“That wasn’t my intention”... I hear this a lot. Heck, I’ve said it a lot. As humans, it’s in our DNA to engage with each other, and because we’re humans, that engagement can be messy. So when our good intentions get perceived as negative, that can hurt. In this episode of The Art of Entrepreneurship, I dig into a recent example of how my good inte…
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Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to…
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Send us a Text Message. Get ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world. First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave …
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Are you a founder who is raising money—or thinking about raising money in the future? This episode is for you. My guest today is Alex Chompff, an entrepreneur and investor whose ventures include a fund for underrepresented founders, namely women and entrepreneurs of color. Alex and I discuss why these communities are typically passed over for inves…
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Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams. Explore real-world examples showcasing AI's impact on response quality and streamlined processes. Key Hi…
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Send us a Text Message. Welcome to Season 2, Episode 17 of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger review the latest in customer success news and insights. They discuss standout articles on leadership within CSM roles, including a piece by Marcus Wrench on how high-performing CSMs embody leadership qua…
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I recently found myself re-reading the outline from an episode I did last year, and I thought you’d like to as well. We’re talking about how to change your mindset and reset when you’re feeling down. In this episode, you’ll have the opportunity to think through the way you think, the way you act, your habits and how you can work for yourself instea…
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That's the question Richard explores today with Jack Murray, entrepreneur and the CEO of MediaHQ, a leading Irish SaaS company that has revolutionized the PR and communications industry with its comprehensive media contacts database and press release distribution tools. Jack is also an author, having penned "The Magic Slice," where he explores the …
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Send us a Text Message. In the latest episode of the Customer Success Playbook Podcast, Kevin Metzger recapped his recent trip to St. Louis for the Gainsight Conference. The episode covered his experiences from networking events to insightful sessions on AI and customer success strategies. Highlights included discussions on Gainsight’s roadmap, inn…
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How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios! HIGHLIGHTS - Strategies for scaling CS teams from 5 to 30 members. - Tech stack recommendations for managing long-tail segmen…
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Join Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with Elliot Ghnassia, Chief Customer Officer at Sociabble. Discover the secrets behind successful team expansion, upsell strategies, and churn reduction in a fast-paced corporate environment. Key Highlights: - Learn …
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Why do some retailers excel at creating a welcoming environment for a diverse customer base while others fall short? Bain & Company's Naiara De León and Madison Dyal Anderson discuss their research on how companies that excel in customer advocacy and inclusion consistently outperform their peers by a staggering 10 percentage points annually. Beyond…
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My guest today is Bri Seeley, an entrepreneur coach who helps women achieve the goals in their businesses that they struggle to envision for themselves. Bri and I cover a range of thought-provoking topics including how to stop overworking and underliving, how women can use entrepreneurship to close the pay gap, and how companies can build an entrep…
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