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Augustana University's Vikings around the world share their stories about COVID-19 and how they are impacted by this pandemic
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‘A Literary Salon in Your Living Room’ There are lots of ways to arrive at being a writer. In Black Writers: After Hours we uncover the backstories, creative habits, and outlets of key Global Majority writers. Join Commonword's host and poet, Radhaika Kapur, who will meet with other poets, lyricists, fiction writers and spoken word artists, in a low-key vibe. Think small club in the early hours. Sharing anecdotes, extracts and writing prompts to encourage your creativity, this podcast is a m ...
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Hilarious tales from work places and fun stories from new faces. Discover industries you've never heard of before and get the insider knowledge of how to get into the jobs you dream of. There's something to be learnt from every profession. Follow @bakingtheliberty on instagram for updates. Theme tune by: Jodi Bird
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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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Customer Success Playbook Podcast Season 2 Episode 37 - Meredith Mann - AI in CS at LinkedIn
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Send us a text Summary In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in an insightful conversation with Meredith Mann, Director of Global Consulting Services at LinkedIn. The discussion revolves around the integration of AI in customer success, its potential benefits, challenges, and ethical c…
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Customer Success Playbook Special Episode Celebrating 5000 Downloads
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Send us a text This special episode of Customer Success Playbook celebrates 5,000 downloads by using AI to analyze and synthesize insights from past episodes. The AI-generated conversation covers key trends in customer success, focusing on the impact of artificial intelligence. Major topics include: The evolving job market for customer success prof…
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Customer Success Playbook Season 2 Episode 35 - Jasmine Reynolds - Agile Onboarding
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interview Jasmine Reynolds, a Customer Success Manager at Pluralsight, about applying Scrum methodologies to customer onboarding. Jasmine discusses how Scrum, typically associated with software development, can significantly enhance the cus…
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From Teen Angst to Climate Change Warrior
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How can artists contribute to tackling the environmental crisis? Hear from inspired artist Maya Chowdhry, as she takes us through her creative odyssey from reluctant teen to pioneering, seed-planting, eco-music cultivating international poet. A must for all those wanting to write us into a greener world 🌍 Follow Maya: https://www.instagram.com/maya…
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Customer Success Playbook Season 2 Episode 34 -CSInsider edition with Justin Chappell - Customer Education Strategy
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Send us a text Summary: In this special CSP-CSI edition, hosts Roman Trebon and Kevin Metzger dive deep into the world of customer education with Justin Chappell, CSCX Strategic Advisor at Growth Molecules. Justin shares invaluable insights on creating effective customer education strategies, leveraging micro-learning, and driving customer success …
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Customer Success Playbook Podcast Season 2 Episode 33 - Katie Clark - Buy in from Internal Stake Holders
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Send us a text In this episode, hosts Roman Trebon and Kevin Metzger interview Katie Clark, Implementation Manager at PocketHealth, about the critical process of securing internal stakeholder buy-in for major initiatives. Katie shares her expertise on understanding different stakeholder types, generating momentum, crafting compelling messages, over…
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Customer Success Playbook Season 2 Episode 32 - Kristine Kukich - AI and Customer Education
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Send us a text AI Revolutionizing Customer Education: Insights from Kristine Kukich In this enlightening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger dive deep into the transformative impact of AI on customer education with guest expert Kristine Kukich, principal owner of The Training Sherpa. Kristine share…
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Customer Success Playbook Season 2 Episode 31 - Preethie Vimalan - Mastering the Customer Journey
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Send us a text Mastering the Customer Journey: Insights from Freshworks' Preethie Vimalan In this insightful episode of the Customer Success Playbook Podcast, host Roman Trebon engages in a thought-provoking conversation with Preethi Vimalan, Manager of Onboarding at Freshworks. Preethi shares her expertise on the five key phases of the customer jo…
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Do you have lots of ideas but struggle to harness your energy? In Episode 9 of Black Writers: After Hours talented young musician-poet Naomi Kalu spins us through her enthusiasms for boxing, music and lyrics composition; describing how she has managed to excel across forms. If you want a masterclass from a champion in juggling different talents and…
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Customer Success Playbook Podcast Season 2 Episode 30 - Mastering First Value Delivery with Jarvis Harris
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importa…
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Customer Success Playbook Season 2 Episode 29 - Romand and Kevin discuss 50 Episodes
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Send us a text 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 evolution of thei…
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Customer Success Playbook Podcast Season 2 Episode 28 - Five9 - Partner Success
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Send us a text 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 strategic …
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Customer Success Playbook Podcast Season 2 Episode 27 -Irit Eizips - The Customer Method
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Send us a text 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 2023, Iri…
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Slaying Writing Myths...with Desiree Reynolds
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Have you ever been discouraged by the thought ‘I need to learn how to write well’? Hear Desiree Reynolds as she deals with this and many other ball-and-chain writing myths that can stop you from writing freely. Play this episode to be enlightened, motivated and freed of your writing demons! Desiree Reynolds is a South Londoner up North. Her first n…
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Customer Success Playbook Podcast Season 2 Episode 26 - Kevin Maufer - Ideal Customer Profile
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Send us a text 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 on an Idea…
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Customer Success Playbook Podcast Season 2 Episode 25 - Swati Garg - CS Leaders
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Send us a text 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 increasing impo…
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Mental Health, Singing and Survival...with Cheryl Martin
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Balancing your mental health and creative pursuits can be tricky. Creative wellspring Cheryl Martin charts her own path in this episode: hear how she creates fabulous work in verse, song and theatre, whilst navigating the ups and downs of life. If you want some invaluable tips and examples on maintaining that vital balance, don’t miss this episode.…
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Customer Success Playbook Podcast Season 2 Episode 24 -Alok Shulka - FunnelStory
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Send us a text 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, renewal rates, …
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CSP S2 E23 - Rachel Provan - Imposter Syndrome
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Send us a text 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 syndrome.…
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Unlocking AI-Powered Customer Support: Exclusive Insights from TheLoops CTO, Ravi Bulusu
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Send us a text 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 and anal…
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Embracing the Ridiculous with Billie Meredith
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When you find the world both funny and dizzyingly serious, how do you write about it? Join Billie Meredith as she tells us of her writer’s journey - one that takes in Tim Minchin, her musical family and keeping merry while writing about life’s absurdities. Learn how to keep motivated and embrace the humour in the bleak, in this episode. Follow us o…
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Customer Success Playbook Podcast Season 2 Episode 21 - DataPlant The Game Has Changed - Samuel Cummings
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Send us a text 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 company dedica…
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Customer Success Playbook Podcast Season 2 Episode 20 - From Chaos to Clarity: The GuideCX Way- Peter Ord
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Send us a text 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 shares his j…
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Customer Success Playbook Podcast Season 2 Episode 19 - Nik Mijic - Matik
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Send us a text 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, enabling custo…
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The Jesus Christ Superstar Novelist...with Annette Reis Dunne
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How do you translate your creativity across artforms? Is it possible to succeed in wildly different disciplines? Annette Reis Dunne has managed just that. An opera singer cum novelist, she has previously sung for the likes of Andrew Lloyd Webber & published a children’s novel ‘Dream the Red Earth’. If you want to make a similar leap or simply hear …
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Customer Success Playbook Season 2 Episode 18 - Week in review
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Send us a text 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 Ellen's k…
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Customer Success Playbook Season 2 Episode 17 - Week in Review
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Send us a text 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 qualities. T…
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Playing with Joy...with afshan d'souza lodhi
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Everyone wants more joy in their life. And how better to achieve that than by making your writing practice a place of joy? Join the fabulous afshan d’souza-lodhi, as she describes her process, how she dodges dysphoria, embraces her sexuality and finds the erotic in colonial mangoes. We’ll hear about her journey across film, poetry and live performa…
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Customer Success Playbook Podcast Season 2 Episode 16 - Pulse Recap
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Send us a text 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, innovative A…
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Customer Success Playbook Season 2 Episode 15 - The week in review
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Send us a text 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 custom…
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Customer Success Playbook Season 2 Episode 14 - Kristi Faltorusso
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Send us a text 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 communit…
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Battling Imposter Syndrome & Setbacks with Cherrelle Anne
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Do you sometimes battle impostor syndrome – feel you are just not cut out for creativity, or struggling to make space in your busy life? Join pastry chef and fabulous poet Cherrelle Anne as she tells us of her inspiring journey though relationship breakdowns, business crashes, lockdown crises and more – to finding her poetry mojo. If you want to kn…
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Customer Success Playbook Season 2 Episode 13 - This week in CS 1
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Send us a text 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 significa…
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Customer Success Playbook Season 2 Episode 12 - Angeline Kish - DEI
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Send us a text 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 …
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Send us a text 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. …
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Do you get daunted by your writing projects, and feel hesitant about taking the next step? Tune in to this episode in which internationally famous librettist, poet and playwright, SuAndi explains her journey from humble beginnings, by daring to say yes. A must-listen for those summoning up the courage to take the plunge in a new direction. Read mor…
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Customer Success Playbook Season 2 Episode 11- LinkedIn Topics
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Send us a text 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 decisi…
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Customer Success Playbook Season 2 Episode 10 - Postgame - Chad Estees, KPI, and the ATLCS Summit
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Send us a text Navigating the Landscape of Customer Success: Insights from Kevin and Roman's Discussion with Chad Estes Executive Summary: In a recent insightful dialogue, Kevin Metzger and Roman Trebon delved into the realm of customer success, spotlighting the critical role of Key Performance Indicators (KPIs) in driving business growth. Their co…
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Is getting published your goal? Join us for this new series and learn how to find your pathway to publishing success. Black Writers: After Hours is a literary salon in the form of a podcast – we’ll be meeting a pastry chef turned poet, lyricists, a radical playwright, and a creative climate champion In this first episode, Radhaika meets bona fide c…
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Customer Success Playbook Season 2 Episode 9 -Chad Estes - Key Performance Indicators: Navigating the Path to Customer Success
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Send us a text 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 pers…
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Black Writers: After Hours podcast Available on all podcast platforms A Cultureword productionBy Cultureword
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Customer Success Playbook Season 2 Episode 8 - From First Contact to Loyal Advocate: Revolutionizing Customer Onboarding with Donna Weber
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Send us a text 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 th…
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The CS Playbook March Pregame: Unveiling the Core Metrics for Customer Success
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Send us a text 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, off…
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Customer Success Playbook - Postgame - Unpacking the Onboarding Process: A Key to Customer Success
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Send us a text 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 corne…
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Customer Success Playbook Season 2 Episode 5 - An Onboarding Discussion with Melissa Caldwell of Fluxx
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Send us a text 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 …
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February 2024 Pregame show: Navigating the Onboarding Maze
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Send us a text 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 …
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Post Game - Navigating the First 90 Days as a Customer Success Leader
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Send us a text 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 p…
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Customer Success Playbook Season 2 Episode - Marcus Vassell - Evaluating the Maturity of a CS Organization
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Send us a text 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 e…
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Customer Success Playbook Season 2 Episode 1 - January 2024 Pre Game - 30/60/90 Day Plan
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Send us a text 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 …
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Customer Success Playbook Episode 15 - EOY Wrap Up 2023- Kevin and Roman
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Send us a text 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_P…
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