Podcasts about playbook podcast

The White House is turning the screws on red-state elected officials to gerrymander new electoral maps and squeeze more GOP seats into existence ahead of the 2026 midterms. And the next big flashpoint comes not from Texas, New York or California, but Indiana, where Vice President JD Vance will be dispatched this week to meet with Gov. Mike Braun and push him to redraw the state's congressional districts. Playbook's Adam Wren and POLITICO White House reporter Megan Messerly talk through the thinking in the West Wing and the statehouse. Meanwhile, is the White House's latest law-and-order messaging — whether talking about Washington D.C. or the so called Speedway Slammer immigrant detention center — a sign of a broader attempt to shift the dominant storyline in the news? All that and more on today's Playbook Podcast.

Send us a textThe 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 AnalysisMcKee'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/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textWhat 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 AnalysisMcKee'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/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textAI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging platforms like Sturdy that analyze unstructured data across email, Slack, and support tickets to identify churn risks and expansion opportunities. John challenges the overhyped notion that AI will replace CSMs, emphasizing instead how it amplifies human capabilities and enables more strategic engagement. The discussion culminates with an intriguing experiment: using custom GPTs for renewal pricing strategy that combines deal structure recommendations with benefit articulation. This customer success playbook episode demonstrates how forward-thinking CS leaders are leveraging AI to scale their impact while maintaining the human connections that drive customer loyalty.Detailed AnalysisThe episode showcases a mature understanding of AI implementation in customer success, moving beyond theoretical possibilities to practical applications with measurable business impact. John's progression from early adoption of Chorus to exploration of comprehensive platforms like Sturdy illustrates the rapid evolution of AI tools specifically designed for CS operations.The discussion of unstructured data analysis represents a significant leap forward in customer intelligence capabilities. Traditional CS platforms focus primarily on structured data points, but John's experience with AI-powered analysis of emails, support tickets, and communication channels opens new possibilities for early risk detection and opportunity identification. This capability addresses a long-standing challenge in customer success: the inability to systematically analyze the vast amount of unstructured communication that contains critical insights about customer health and growth potential.John's perspective on AI replacing CSMs demonstrates thoughtful leadership in an era of technological disruption. His emphasis on AI as an enabler rather than a replacement aligns with successful digital transformation strategies across industries. The human element remains crucial for building trust, navigating complex customer relationships, and making nuanced decisions that require emotional intelligence.The custom GPT experiment for renewal pricing represents the frontier of AI applications in CS operations. This use case demonstrates how AI can be trained on specific business contexts to provide both analytical recommendations and strategic guidance, potentially transforming how CS teams approach contract negotiations and renewal conversations.For CS leaders, this episode provides a roadmap for AI adoption that balances innovation with practical implementation, emphasizing tools that enhance rather than replace human capabilities.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textWednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answer, John presents a thoughtful framework for determining the optimal structure based on deal complexity, sales cycle length, and organizational maturity. He shares specific examples of successful implementations, including a sophisticated model where CSMs handled straightforward upsells and renewals while account executives managed complex expansion opportunities. The discussion dives deep into compensation structures, forecasting methodologies, and the critical importance of clearly defining roles to avoid territorial conflicts. This customer success playbook episode provides practical guidance for leaders struggling to optimize their expansion strategy without sacrificing customer relationships.Detailed AnalysisThis episode addresses one of the most politically charged topics in revenue operations: expansion ownership. John's approach demonstrates sophisticated thinking about organizational design, moving beyond simple "CS versus Sales" debates to examine the underlying factors that should drive structural decisions.The hybrid model John describes represents an evolution in CS thinking, recognizing that different types of expansion opportunities require different skill sets and engagement approaches. His 70/30 compensation structure (70% quota-oriented, 30% experience-focused) within the variable component offers a practical framework for balancing commercial accountability with customer-centric behaviors.Particularly valuable is John's emphasis on forecasting churn and renewal business with the same rigor as new logo acquisition. His practice of conducting detailed risk assessments 4-5 months before fiscal year start demonstrates the proactive mindset required for successful renewal management. The recommendation to begin renewal conversations 12 months in advance challenges the reactive approach many organizations take to customer retention.The discussion also highlights the importance of cross-functional partnerships, especially between CS and finance teams, in developing accurate forecasting models. John's collaborative approach with his CFO shows how CS leaders can elevate their strategic influence by speaking the language of business operations.For revenue leaders, this episode provides a decision-making framework for expansion ownership that considers deal complexity, resource allocation, and organizational capabilities rather than defaulting to territorial thinking.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummaryThis episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer success function that actually drives results? John shares his battle-tested approach, emphasizing the critical importance of aligning CS initiatives with company-wide strategic objectives rather than jumping straight into tactical execution. Through a fascinating case study involving a massive platform transformation for enterprise pharmaceutical and high-tech manufacturing clients, he demonstrates how proper alignment enabled a successful four-and-a-half-year migration from on-premise to cloud infrastructure without losing a single customer. This customer success playbook episode provides essential groundwork for any organization looking to build or rebuild their CS foundation.Detailed AnalysisThe discussion reveals several strategic insights that challenge conventional CS wisdom. Rather than immediately focusing on hiring CSMs or implementing technology platforms, John advocates for a "strategy-first" approach that ensures every CS initiative ladders up to broader business objectives. This methodology becomes particularly powerful when managing complex transformational projects, as evidenced by his experience migrating enterprise clients from legacy on-premise systems to modern cloud platforms.The episode highlights three critical success factors for new CS functions: strategic alignment with three-year company vision, cross-functional collaboration (especially with legal and finance teams), and allowing significantly more time than initially estimated for complex transitions. John's approach to contractual restructuring during platform migrations offers valuable lessons for companies navigating similar transformations, particularly the importance of providing financial incentives and flexible contract structures during transition periods.The conversation also underscores how customer success professionals must evolve beyond traditional support roles to become strategic business partners. John's team successfully positioned platform limitations as innovation opportunities, demonstrating the communication skills necessary to maintain customer relationships during potentially disruptive changes.For CS leaders and executives, this episode provides a practical framework for launching CS initiatives that deliver measurable business impact while maintaining strong customer relationships throughout complex organizational changes.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this final episode, we're sharing why the podcast is coming to an end, what we're working on next, and how you can continue learning from us moving forward. After nearly 2.5 years and 123 consecutive weekly episodes of the Print on Demand Playbook podcast, we're incredibly grateful to have created something that's helped so many people gain a deeper understanding of print on demand. And we're even more thankful for you our listeners.

Send us a textThe Customer Success Playbook podcast wraps up its enlightening three-part series with Kristen Nolan of Interview Valet by exploring the delicate balance between technology and human connection. In this forward-thinking discussion, Kristen reveals how she leverages AI as a strategic tool while maintaining authentic relationships. From using AI to identify unique client differentiators to employing dictation for efficiency, this episode offers practical ways to harness technology without sacrificing the personal touch. Hosts Roman Trebon and Kevin Metzger guide a conversation that demonstrates how AI can enhance rather than replace meaningful connections in customer success.Detailed AnalysisAs AI continues to transform business operations, customer success professionals face a critical question: Can technology actually strengthen human relationships rather than diminish them? This episode provides a refreshingly balanced perspective that avoids both technological evangelism and fearful resistance.Kristen Nolan's approach to integrating AI into client relationships stands out for its pragmatism and strategic focus. Working at Interview Valet, where "relationships are the ultimate currency" serves as a core value, Kristen has developed a methodology that leverages AI as a starting point rather than an end solution. Her process of using tools like ChatGPT to identify a client's unique differentiators demonstrates how AI can enhance relationship-building by providing deeper insights that might otherwise remain undiscovered.What makes this discussion particularly valuable for the customer success playbook is the emphasis on maintaining authenticity while embracing technological efficiency. Kristen's guidance on viewing AI outputs as "a baseline" that requires human refinement offers a practical middle path for CS professionals concerned about sounding robotic or inauthentic in client communications. As she notes, "AI can't make up personal stories for you," highlighting the irreplaceable value of human experience in building genuine connections.The hosts share equally practical applications, with Roman revealing how he uses AI to improve the tone and client-centricity of his communications—not by blindly copying AI outputs, but by using them as a mirror to recognize when his natural communication style might come across as too abrupt. This application addresses one of the most common challenges in customer success: ensuring that necessary direct communications don't damage valuable relationships.For customer success teams looking to scale their operations without sacrificing quality, this episode provides a framework for thoughtful AI integration. The discussion moves beyond theoretical benefits to share tangible techniques like using ChatGPT projects to maintain context, leveraging dictation for efficiency, and using AI to help craft more concise communications. These practical tips demonstrate how technology can free up time for meaningful relationship-building rather than replacing it.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CuPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textThe Customer Success Playbook podcast delivers a thought-provoking exploration of confidence building in this captivating episode featuring Kristen Nolan of Interview Valet. Hosts Roman Trebon and Kevin Metzger guide a discussion that dives into overcoming self-doubt and imposter syndrome. Kristen shares her personal journey from questioning "who cares what I have to say?" to becoming a confident podcast guest who now coaches others. With refreshing honesty about her own struggles and triumphs, she reveals how facing fears head-on can lead to remarkable personal and professional growth.Detailed AnalysisBuilding confidence isn't just a personal development goal—it's a critical professional skill, especially in customer success roles where relationships and credibility are paramount. This episode tackles the universal challenge of silencing the inner critic that so often holds professionals back from reaching their full potential.Kristen Nolan's approach to confidence building centers on one powerful concept: taking action despite doubt. She candidly shares her own hesitation when first approached about being a podcast guest, revealing that her immediate reaction was, "Who cares what I have to say?" This transparent admission resonates because it reflects a common barrier many customer success professionals face—questioning their expertise or value.What makes Kristen's perspective particularly valuable for the customer success playbook is her emphasis on how facing fears creates a feedback loop of growth. By "ripping the bandaid off" with her first podcast appearance (which she admits was "pretty terrible"), she developed skills and insights that now help her better serve clients. This practical example demonstrates how pushing through discomfort directly enhances client relationship capabilities.The conversation takes an even more profound turn when Kristen addresses self-sabotage—identifying it as one of the most significant barriers to achievement. For customer success professionals, this insight is especially relevant, as hesitation in challenging client conversations or strategic recommendations can undermine effectiveness. Kristen's advice to visualize goals and map the path backward (her "Z to A thinking") offers a tactical approach to overcome this tendency.Perhaps most powerfully, the discussion draws a connection to broader life satisfaction, referencing the common deathbed regret of "not having the courage to live authentically." This reminder elevates the conversation beyond mere professional development to touch on how building confidence impacts overall life fulfillment—a holistic perspective that aligns perfectly with the integrated work-life approach many customer success professionals strive to achieve.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this eye-opening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger welcome Kristen Nolan, Senior Client Account Manager at Interview Valet. As a military spouse, mother of three, and active community volunteer, Kristen shares her battle-tested strategies for managing a packed schedule. Her number one tip? Taking control of your calendar through intentional time blocking. Discover how this simple yet powerful technique helps Kristen juggle professional responsibilities while maintaining flexibility for life's unexpected moments and personal priorities.Detailed AnalysisEffective calendar management might be the most underrated skill in today's busy professional landscape. Kristen Nolan, who juggles multiple roles with impressive grace, offers a masterclass in time management that any customer success professional can immediately implement.Kristen's approach centers on what she calls "Z to A thinking" - a methodology where she identifies all weekly tasks first, then strategically schedules them on her calendar. This proactive stance ensures nothing falls through the cracks while maintaining flexibility to adapt when needed. As Kristen points out during the conversation, this intentionality creates space for both productivity and spontaneity - a balance many professionals struggle to achieve.For customer success professionals, Kristen's advice is particularly valuable. The demanding nature of client-facing roles often leads to reactive scheduling practices, where calendars become overrun with meetings, leaving little time for focused work. By implementing Kristen's time blocking technique, CS teams can carve out dedicated space for deep work while still maintaining client availability.What makes Kristen's approach stand out is her holistic perspective - combining personal and professional commitments in a single calendar system. This integrated view prevents the common pitfall of overbooking and creates realistic expectations for what can be accomplished each day. For customer success teams looking to improve efficiency without sacrificing client relationships, this balanced methodology offers a practical framework that can transform productivity.The customer success playbook continues to evolve, but fundamental skills like time management remain essential building blocks for professional excellence. Kristen's insights remind us that sometimes the simplest strategies yield the most powerful results.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textAs artificial intelligence promises to revolutionize project management, many professionals feel caught between excitement and overwhelm. In this AI Friday finale of their three-part series, Kevin Metzger and Roman Trebon explore with Elizabeth Harrin how to harness AI's power without losing the human touch. From security concerns to practical applications, Elizabeth delivers a refreshingly pragmatic approach to integrating AI into your project management toolkit without adding complexity to your already full plate.Detailed AnalysisThe episode begins with a reality check that resonates across industries: despite AI's massive potential, most project managers aren't using it – primarily due to security protocols and corporate restrictions. Elizabeth's survey findings reveal a gap between AI's promises and its practical adoption, setting the stage for a conversation about realistic implementation.Rather than pushing for revolutionary changes, Elizabeth advocates for evolution. Her advice? Start with AI functionality already embedded in your existing tools. Microsoft Copilot for meeting summaries, automated task suggestions, and workflow automation represent low-hanging fruit that sidesteps security concerns while delivering immediate value.Roman's observation about the basics strikes a chord – while early adopters race toward advanced AI applications, many professionals haven't even discovered time-saving fundamentals like automated meeting transcriptions. This highlights a crucial insight: successful AI adoption isn't about chasing the latest technology; it's about finding tools that solve real problems without creating new ones.Elizabeth's vision for AI focuses on eliminating repetitive work to create space for high-value activities like relationship building and strategic thinking. She paints a picture of AI as an assistant that handles data collection and analysis, freeing project managers to focus on what computers can't do – engage with people and build trust.The conversation takes a practical turn with specific examples. Imagine uploading a year's worth of monthly reports and asking AI to generate an annual summary – transforming hours of manual compilation into minutes of review. Or consider tools like ClickUp generating task lists from project ideas, or Tom's Planner and Nimble surfacing potential actions from historical data.Elizabeth's forward-looking perspective is particularly intriguing. She envisions AI analyzing historical performance data to predict deadline reliability – "Kevin has hit his deadlines 3% of the time" becomes actionable intelligence for better planning. While the percentage might sting, the insight enables smarter project management.The episode concludes with a powerful reminder: AI should support your work, not create more of it. For customer success professionals managing multiple projects, this means choosing tools that genuinely reduce cognitive load rather than adding another layer of complexity to master.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textWhen multiple projects collide with competing deadlines, stakeholder management becomes an art form. In this dynamic episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon continue their conversation with Elizabeth Harrin, exploring the intricate dance of aligning diverse stakeholder expectations. From financial services to healthcare, Elizabeth shares her cross-industry insights on what truly matters to different stakeholders and how to orchestrate harmony amid chaos.Detailed AnalysisThe episode opens with Elizabeth's compelling cross-industry comparison that immediately sets the tone for nuanced stakeholder management. Her transition from financial services to healthcare revealed a fundamental truth: what matters most varies dramatically by context. In finance, deadlines reign supreme; in healthcare, quality trumps timing when lives are at stake. This powerful example illustrates why understanding stakeholder priorities isn't just good practice – it's essential for project success.Elizabeth introduces her stakeholder prioritization grid, a tactical tool that transforms vague relationship management into strategic action. The framework helps project managers navigate the complex web of expectations by first identifying what each stakeholder values most – whether it's time, cost, quality, or social impact. This clarity becomes the North Star for prioritization decisions.The conversation takes a practical turn with Elizabeth's "Five Email Rule" – a communication strategy that recognizes when digital ping-pong needs to become actual dialogue. After five exchanges, pick up the phone or schedule a meeting. It's a simple yet powerful reminder that efficiency sometimes means stepping away from the keyboard.Roman's enthusiasm for tactical tools shines through as he highlights the real-world applicability of Elizabeth's methods. This isn't theoretical project management; it's battle-tested wisdom that acknowledges stakeholders are just as overwhelmed as project managers. Elizabeth's solution? Become "easy to do business with" by streamlining communications, creating consolidated reports, and establishing predictable patterns.The discussion culminates in a masterclass on transparency and trust. When competing demands surface, honest conversations about trade-offs become possible only when you've built that foundation of trust. Elizabeth emphasizes that while you can accomplish anything with enough resources, reality demands smart choices within constraints. By making these constraints visible, project managers empower stakeholders to guide prioritization effectively.This episode delivers a crucial message for customer success professionals: managing multiple projects isn't just about juggling tasks – it's about orchestrating relationships, understanding diverse priorities, and creating systems that make collaboration effortless.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

It's the start of a frenzied week for Washington, as President Donald Trump embarks on his first overseas trip of his second term and congressional Republicans unveil sweeping new proposed cuts to spending and taxes (and, likely, Medicaid). Add in a few major geopolitical issues — the end of talks between U.S. and Chinese leaders in Geneva and the start of talks between Russia's Vladimir Putin and Ukraine's Volodymyr Zelenskyy in Istanbul — and you're beginning to get the shape of it. What do you need to know about it all? Playbook managing editor and author Jack Blanchard and chief Playbook correspondent and POLITICO White House bureau chief Dasha Burns make sense of the news that will drive the day on this, the pilot episode of “The Playbook Podcast.”

Send us a textEver feel like you're juggling flaming torches while riding a unicycle? That's modern project management for you. In this episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Elizabeth Harrin, the mastermind behind the award-winning Rebels Guide to Project Management. With over two decades of experience helping professionals navigate the chaos of multiple projects, Elizabeth reveals her battle-tested strategies for maintaining sanity when the pressure cooker of deadlines starts whistling.Detailed AnalysisThe conversation kicks off with Elizabeth dropping a truth bomb that resonates across industries: project management isn't just for project managers anymore. Whether you're in customer success, sales, or support, you're likely juggling multiple initiatives that directly impact client satisfaction. The beauty of Elizabeth's approach lies in its simplicity – she transforms overwhelming to-do lists into manageable "buckets of work."Her number one tip? Start with visibility. Most professionals treat their workload like an endless scroll of doom, but Elizabeth advocates for packaging work into digestible categories. Think of it as Marie Kondo-ing your project portfolio – group by client, deadline, or theme, then ruthlessly prioritize what truly sparks value.The discussion takes a practical turn when Elizabeth introduces her "top three goals" approach. By identifying three key objectives each evening for the next day, you create a roadmap that prevents the dreaded email rabbit hole. Roman Trebon enthusiastically validates this method, sharing his own success with a similar journaling practice – proof that even the busiest professionals can benefit from this deceptively simple strategy.What sets this episode apart is Elizabeth's emphasis on personalization. She acknowledges that traditional prioritization models (like the famous "eat the frog" approach) don't work for everyone, especially those with neurodivergence. The key is experimentation – test different systems, keep what works, and adjust what doesn't. This flexible mindset transforms project management from a rigid framework into a dynamic toolkit.The episode concludes with a compelling reminder: effective project management isn't about doing more; it's about doing what matters. In an era where burnout lurks around every deadline, Elizabeth's approach offers a refreshing perspective on sustainable productivity.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this final part of the Katie Smith trilogy on the Customer Success Playbook, we enter the brave new world of AI and marketing. Host Kevin Metzger explores the promises and pitfalls of generative tools with Katie, who brings her thoughtful and grounded take on how businesses can embrace automation while fiercely protecting their authenticity. If you've ever wondered how to use AI effectively without sounding like a robot, this one's for you.Detailed Analysis: AI isn't going anywhere—and that's exactly why it's time to get strategic. Katie Smith walks listeners through the essentials of adopting AI in a way that enhances rather than dilutes your marketing. The episode kicks off with her advice on building internal AI policies: what your team will use AI for, what it won't, and how to protect sensitive data along the way. Her mantra? Be proactive, not reactive.Katie also shares her go-to applications of AI in the creative process:Use AI as a co-creator to spark content ideas and draft early versionsTrain AI with your brand's voice and tone to maintain consistencyStay vigilant about hallucinations and homogenized contentShe emphasizes the importance of human review at every stage, especially when publishing customer-facing materials. AI is a brilliant assistant, but not a final authority.The discussion evolves into deeper insights on lead generation and real-time responsiveness. Kevin adds his own tricks for applying brand tone through prompt engineering and post-processing, offering a compelling use case that blends Claude, GPTs, and content repurposing magic.Finally, the two zoom out to a broader question: How do you optimize your brand for AI-driven search and recommendations? It's an emerging discipline with massive implications, and Katie teases what's to come from leaders in B2B and digital strategy.Whether you're testing the AI waters or already building internal GPTs, Katie's thoughtful approach provides the guardrails needed to preserve quality and trust in a world of automation.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a text Back for part two with Katie Smith on the Customer Success Playbook, and this time we're tearing down silos. In this Wednesday edition, host Kevin Metzger guides a conversation focused on how to bring marketing and customer success into harmony. Katie—founder of Wild Path Consulting and fractional CMO—shares a blueprint for unifying teams, streamlining customer journeys, and turning internal collaboration into a competitive advantage.Detailed Analysis: This episode is less about theory and more about execution. Katie Smith gets candid about why alignment between marketing and customer success isn't a nice-to-have—it's the lifeline of sustainable growth. Her argument is clear: the closer these departments work together, the more seamless and authentic the customer experience becomes.Katie emphasizes that customer success is the closest link a company has to real-time customer sentiment. And yet, too often, that feedback gets lost in the shuffle. Her proposed fix? Cross-functional meetings, shared goals, and a top-down commitment to break the silos. She outlines how marketing can use insights from customer success to better tailor messaging, avoid overpromising, and reinforce consistent value.The conversation gets practical with ideas on how to structure interdepartmental communication, including:Setting up regular syncs between CS and marketingReporting loops where both sides share qualitative and quantitative insightsShared definitions of success, ideal customer profiles, and journey checkpointsKatie also urges organizations to think beyond marketing and CS. Sales, product, ops—even the loadout teams in a manufacturing company—all contribute to the customer experience and need to be part of the marketing ecosystem. It's a holistic view that turns internal collaboration into customer satisfaction.And if you've ever felt the pain of over-promised marketing and under-delivered onboarding, Katie's advice on co-created alignment is a must-listen.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textThis episode of the Customer Success Playbook podcast is a breath of fresh Livingston, Montana air. Kevin Metzger sits down with Katie Smith, fractional CMO and founder of Wild Path Consulting, to unpack how strategic marketing and proactive customer listening can transform customer relationships and drive sustainable growth. Katie dives into tactics that ensure continuous customer engagement, especially in volatile markets, and shares actionable insights on how aligning customer feedback with marketing can unlock next-level success.Detailed Analysis: Katie Smith's marketing philosophy is simple but potent: Always keep your ear to the ground. As a fractional Chief Marketing Officer, she specializes in building scalable strategies by embedding listening loops throughout the customer lifecycle. In this episode, Katie unpacks the critical role of subtle, continuous feedback gathering—from onboarding questions like "What are you most excited about?" to reflective prompts such as "What has changed the most for you?"She emphasizes integrating these questions into everyday interactions rather than relying on clunky surveys. It's about embedding marketing intelligence into the customer success function. And here's the kicker: Katie makes a strong case that the insights from customer success should be fueling marketing strategy just as much as sales data does. That shift in mindset helps brands stay ahead of the curve—adjusting messaging, realigning offerings, and reinforcing value in real time.The conversation also touches on the broader organizational alignment between marketing and customer success teams. With fast-moving market shifts, this collaboration isn't just beneficial; it's essential. Katie leaves us with a compelling preview of part two, where the focus sharpens on co-owning long-term value across departments.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textStrap in for another riveting episode of the Customer Success Playbook, where empathy isn't just a buzzword—it's a business advantage. Hosts Kevin Metzger and Roman Trebon are once again joined by communication maven Mary Schmid, who unpacks the neurological power of empathy and its pivotal role in client trust and loyalty. From the depth of scuba diving to the magic of emotional connection, Mary shares how listening with genuine curiosity can shift even the most transactional relationships into long-term partnerships.Detailed Analysis: In this Wednesday "One Big Question" edition, the trio explores how empathy drives client loyalty, especially in high-stakes sectors like finance. Mary challenges the misconception that empathy is about agreement, reframing it instead as a courageous act of understanding. Through her neuroscience-informed approach, she explains how empathy fosters psychological safety, laying the groundwork for trust.The conversation ventures into practical insights for customer success professionals: the importance of leading with emotional curiosity, the discipline of "listening to connect," and how to gracefully introduce differing perspectives once mutual understanding is established. Mary introduces a powerful sequence: empathy first, connection second, and then collaboration. The episode highlights that curiosity and compassion aren't liabilities—they are strategic tools.Also discussed: how leaders can break free from monologue mode by shifting into learner mode, and how to handle moments when your perspective diverges from the client's. Spoiler: it involves asking permission to share, not bulldozing your view across the conversation table.Roman humorously pitches Mary for a bigger stage beyond customer success, and honestly, we agree.The bottom line? Connection comes before correction. Action comes after understanding.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intelligence in service.Detailed Analysis: Kevin Metzger and Roman Trebon wrap up the Shep Hyken trilogy with a candid conversation on how AI is both transforming and challenging the customer service landscape. While 68% of customers still prefer phone support, Shep's latest research reveals a promising shift: 50% of consumers have successfully resolved issues with AI-driven support. But there's a catch—another 50% report being misled by AI.That duality sets the stage for Shep's deeper message: AI must offer convenience without creating confusion. The brands that win will be those who design seamless handoffs to humans when bots fall short, and those who tailor support channels based on customer demographics. Shep emphasizes that CX isn't about chasing tech trends—it's about knowing your customer and building trust at every touchpoint.He introduces a key fear hindering AI adoption: not FOMO (fear of missing out), but FOMU—fear of messing up. Many organizations hesitate to modernize due to sunk costs in legacy tech or risk aversion among leadership. But as Shep points out, the true risk is falling behind the expectations set by the best experiences customers have had—regardless of industry.As a bonus, Shep shares where to find his expansive research, including his 2025 State of Customer Service and CX report, freely available at https://hyken.com/research/.This episode is essential for any business leader looking to leverage AI wisely and responsibly in the age of customer experience.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels between sleight-of-hand and customer loyalty while unpacking game-changing insights from his CX research.Detailed Analysis: Kevin Metzger and Roman Trebon dive deep with customer service guru Shep Hyken, and this time it's all about one powerful word: convenience. Drawing from his acclaimed book The Convenience Revolution and the 2025 State of Customer Service and CX report, Shep lays out how brands can make price less relevant by making the customer experience more effortless. And no, that doesn't mean grand gestures—it means smart, consistent, and friction-free experiences.Key insight? A whopping 59% of consumers are willing to pay more for a better experience, but especially for one that's more convenient. Case in point: Shep shares a brilliant Wall Street Journal case study showing how simplifying subscription forms led to a measurable increase in conversions. The takeaway? Every unnecessary field is a friction point that erodes revenue.Shep also explores how the pandemic accelerated customer expectations for convenience—a trend that is here to stay. He uses real-life examples, including Amazon and even a local car dealership in St. Louis, to prove that making things easy builds loyalty that price alone can't buy.And if you thought this was all business, think again. Shep opens the episode with a personal twist—his love for guitar, magic, and Ayn Rand's The Fountainhead, weaving them seamlessly into his customer service philosophy.Don't miss this episode if you're in customer success, support, or CX leadership. For more context and deeper insights, explore Shep's full CX research at https://hyken.com/research/.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookCheck out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummary: Dive into an engaging conversation with Gilad Shriki, Co-founder of Descope, as he shares transformative insights on leveraging FunnelStory to optimize customer journey visibility. Learn how understanding customer data can shape strategic decisions and drive impactful customer success initiatives. This episode offers a deep dive into how FunnelStory can bring clarity and actionable insights to complex customer behaviors.Detailed Analysis: In this episode of the Customer Success Playbook, Kevin Metzger hosts Gilad Shriki, Co-founder of Descope, who sheds light on the pivotal role FunnelStory played in transforming their approach to customer success. Descope, a customer identity and access management platform, faced challenges in understanding the varying paths customers took post-sign-up. Gilad candidly shares how implementing FunnelStory allowed Descope to visualize customer engagement, segment journeys, and prioritize action steps effectively.Gilad emphasizes the power of data visibility in managing diverse customer needs. By categorizing customers into profiles based on engagement levels, Descope could tailor actions and allocate resources more strategically. The episode highlights how FunnelStory's quick data integration and intuitive funnel views provide immediate clarity, enabling teams to proactively guide customers through their journey.For startups navigating rapid growth or mature companies seeking deeper customer insights, this episode underscores the importance of actionable data. It's a masterclass in how understanding customer behavior can elevate success strategies and drive meaningful engagement.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this podcast I am joined by a dream guestRohit Bhargava: Host of The Startup Playbook Podcast, The Founder of The Komo ClubWe chat about:Podcasting in 2025 and beyondThe Komo Club GenesisThe Startup Playbook PodcastPlaybook VenturesGuest Rohit's Handles⤵︎ The Komo Club Website here: https://www.thekomoclub.com/Email: rohit@startupplaybook.coHere's Rohit's LinkedIn:https://www.linkedin.com/in/rohbhargava/Heres The Startup Playbook Podcast link: https://open.spotify.com/show/0pIPF1J8KiK0VnCq5XIl03?si=6db67403426c4e0cHost Roohi Kazi's Handles ⤵︎ LinkedIn:   ⁠https://www.linkedin.com/in/roohi-kazi-53174113b/⁠Instagram:  ⁠https://www.instagram.com/roohik2/#⁠Twitter: ⁠https://x.com/roohi_kr⁠E-Mail: bizpodroohi2@gmail.comTO GET FEATURED ON “Business Podcast by Roohi” Email at: bizpodroohi2@gmail.com

Send us a textExecutive SummaryIn this reflective year-end episode, hosts Roman Trebon and Kevin Metzger look back on their successful second year of the CS Playbook Podcast while unveiling exciting changes for 2025. The discussion highlights their growth journey, reaching broader audiences, and their strategic pivot towards examining customer success through a comprehensive business lens.Detailed AnalysisThe episode reveals key strategic developments and business insights:Growth and EvolutionThe podcast has experienced consistent audience growth across platforms including LinkedIn and YouTubeSuccessfully conducted approximately 30 guest interviews throughout 2024Demonstrated market validation through increasing engagement and listener statisticsStrategic Direction for 2025The hosts announced significant format changes focused on:Exploring customer success as a business-wide mindset rather than just a departmental functionExamining interconnections between customer success and other business units (Finance, Procurement, Sales)Introducing shorter, more focused segments to enhance content accessibilityExpanding scope to include broader business perspectives while maintaining customer success focusBusiness ImpactThe podcast's evolution reflects broader industry trends in customer success:Recognition of customer success as an organization-wide responsibilityGrowing importance of cross-functional collaboration in delivering customer valueShift towards more integrated, business-centric approaches to customer successEmphasis on practical, actionable insights for business professionalsPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

This episode is powered by Scale with Grace: 5 Keys to Position Your Multi 6-Figure Business for Millions   In May 2024, I had the pleasure of being interviewed by David Meltzer on his Entrepreneur's Playbook Podcast.  I flew to LA to record live with David, and it was amazing – we met at the SoFi stadium and the conversation and the views were breathtaking.  David interviews high achieving entrepreneurs to learn the success clues that has been a catalyst in their success. While we are working diligently on season 6 for you, enjoy this powerful episode to learn my thoughts on creating a millionaire mindset. You've more than likely heard me say that millions are mental before they are material more than once and it's true.  The mindset leads the way for the money. Fresh off three days at God Girls Making Millions® this is the perfect episode for you to listen to.  It's short but mighty and packed with tons of gems to inform your own move to millions.  In today's episode of the #playbook , I sit down with Dr. Darnyelle Jervey Harmon, an inspiring leader on a mission to empower others to achieve financial abundance. We discuss the concept of wealth as a vibration and how shifting your mindset and energy can lead to significant financial breakthroughs. Dr. Darnyelle shares her personal journey from financial illiteracy to becoming a millionaire, emphasizing the importance of understanding the energy of money. We also explore the unique challenges and strengths of women, particularly women of color, in the entrepreneurial space and the necessity of funding and supporting these businesses.   Resources Mentioned: Move to Millions by Dr. Darnyelle Jervey Harmon – Get Your Copy Companion Guide for Move to Millions – Download for a detailed overview of the seven systems to seven figures. Join the Move to Millions Facebook Group for ongoing support and community engagement – Join Now Move to Millions 90-Day Business Growth Planner – Get Your Planner Learn more about God Girls Making Millions: God Girls Making Millions   Five Powerful Quotes: "When you invest in women, particularly women of color, you're not just making a social impact, you're making an economic decision that statistically leads to greater success." – David Meltzer "Resilience isn't just bouncing back; it's transforming setbacks into come-ups, a trait that's deeply woven into the fabric of Black women entrepreneurs." – Darnyelle Jervey Harmon "Face the 'no' and reinterpret it as 'next opportunity.' Your persistence is your power." – David Meltzer "Your dream is divinely placed and provisioned. All you need is to take that first step in faith." – Darnyelle Jervey Harmon "In the journey from struggle to success, humility and integrity are your guiding lights. Shine your light, it's a humble act that leads to greatness." – David Meltzer   Actionable Steps for Aspiring Million-Dollar CEOs Register for the Masterclass Elevate your business by joining our December 30th session. Sign up at www.darnyelle.com/swg Reflect on Your Mindset Cultivate a millionaire mindset by reflecting on your financial goals and strategies. Read "Move to Millions" Gain insights from Dr. Darnyelle Jervey Harmon's bestselling book. Purchase at movetomillionsbook.com. Ask for Help Reach out and seek support, viewing “no” as the next opportunity.   Social Media Links: http://www.instagram.com/darnyellejerveyharmon http://www.facebook.com/darnyellejerveyharmon http://www.twitter.com/darnyellejervey http://www.linkedin.com/in/darnyellejerveyharmon    Links Mentioned in the Episode: Movetomillions.com MovetoMillionsGroup.com HausofMillions.com Move to Millions Continuum Episode God Girls Making Millions   Subscribe to the Move to Millions Podcast: Listen on iTunes Listen on Google Play Listen on Stitcher Listen on iHeartRadio Listen on Pandora   Leave us a review Are you subscribed to my podcast? If you're not, I want to encourage you to do that today. I don't want you to miss an episode. I'm adding a bunch of bonus episodes to the mix and if you're not subscribed there's a good chance you'll miss out on those. Now if you're feeling extra loving, I would be really grateful if you left me a review over on iTunes, too. Those reviews help other people find my podcast and they're also fun for me to go in and read. Just click here to review, select “Ratings and Reviews” and “Write a Review” and let me know what your favorite part of the podcast is. Thank you!

CW: abuse of power, mentions of death, colonialism and arsonThe party has a…conversation with the King and the King requests that they help him fulfill a task his late father had started. They then make their way through Miltont before some lazy guards stop their trek. This season of 5 GMs in a Trenchcoat deals with themes of loss, grief, death, abuse of power, colonialism and the consequences thereof, and has content warnings for gore, body horror, bugs, pus, implantation and flesh. Listener discretion is advised. This week, we're featuring The Monster's Playbook Podcast! This Monster of the Week actual play podcast is a story of magic. Of adventure. Of danger. But first, it's a story about people. The human weaknesses that get them into trouble, and the superhuman strengths they'll use to try to get themselves out.We're also spotlighting Tabletopped Podcast! A podcast made for and by TTRPG enthusiasts, these four friends talk about just about anything to do with the TTRPG-sphere. They do system reviews, interviews with creators, discussions about how to run your games and more.Support us at our Ko-Fi for extra content and follow us on our Instagram, Threads, Twitter, TikTok and BlueSky! You can also join our Discord to hang out with the 5 GMs and get fun sneak peeks at upcoming projects.Music/Sound Effects Include:“Creepy Catacombs” by ProdbyHappyHourMusic from Epidemic Sound and Tabletop AudioSound effects from Epidemic Sound and Pixabay

Send us a textSummaryIn 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 considerations. Mann shares her experiences and strategies for leveraging AI to enhance customer engagement and drive better outcomes while maintaining the crucial human element in customer relationships.Detailed AnalysisAI Integration in Customer SuccessMann introduces a framework for customer success, emphasizing that it's a combination of customer experience and customer outcomes. She proposes that AI can enhance this equation by improving efficiency in three key areas:Productivity: Streamlining tasks to allow more time for meaningful customer interactions.Customer Experiences: Leveraging AI to analyze macro and micro trends, enabling more informed decision-making.Improved Outcomes: Balancing AI-driven insights with human touch to deliver better products and services.Practical Applications of AIThe discussion highlights several practical applications of AI in customer success:Automating administrative tasks like meeting summaries and CRM updatesCreating personalized learning paths for customersEnhancing data analysis for more informed customer interactionsEthical Considerations and Responsible AI UseMann emphasizes the importance of establishing clear, responsible AI principles within organizations. LinkedIn's approach includes:Aligning AI use with the company's missionPromoting fairness and inclusionUpholding trust through privacy and security measuresMaintaining transparency about AI usageEnsuring accountability and human oversightChallenges and PitfallsThe conversation acknowledges potential downsides of AI implementation, particularly the fear and anxiety it may generate among employees and customers regarding job security. Mann suggests that addressing these concerns through open communication and responsible implementation is crucial.Future OutlookThe podcast concludes with a perspective on the future of customer success in the age of AI. Mann quotes economist Niche Raman, suggesting that while jobs of the past were about muscles and current jobs are about brains, future jobs will be about heart. This underscores the continued importance of human-centric values in customer success, with AI serving as a tool to enhance, rather than replace, human interactions.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Jeanine O'Kane is president of Syneos Health Communications — a portfolio of agencies spanning advertising, public relations, patient advocacy, medical communications, managed markets and naming and branding. Formerly president of the US public relations group at Syneos Health Communications, Jeanine has been with the organization for more than a decade and has more than 20 years of industry experience. During her tenure at Syneos Health Communications, she has been instrumental in developing award-winning communications programs and has helped integrate communications and commercial expertise into clinical development, unlocking innovative solutions to deliver life-saving therapies to patients worldwide. Jeanine was named President in April 2023. Since assuming this role, she has been steadfast in her commitment to creating a culture of growth that is rooted in innovation. Read the company's profile here. Check us out at: mmm-online.com Follow us: YouTube: @MMM-onlineTikTok: @MMMnewsInstagram: @MMMnewsonlineTwitter/X: @MMMnewsLinkedIn: MM+M To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

Send us a textIn this episode, hosts Roman Trebon and Kevin Metzger interview Katie Clark, Implementation Manager at PocketHelp, 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, overcoming resistance, and celebrating success.Detailed AnalysisKey Themes:Importance of Stakeholder Buy-In: Katie emphasizes that stakeholders are the ultimate decision-makers who control resources and project approval. Without their support, projects can stagnate, leading to delays and potential career limitations.Understanding Your Audience: Katie categorizes stakeholders into three groups: founders (emotional/personal stakes), investors (financial focus), and community (voice of the customer). Tailoring communication to each group's motivations is crucial for success.Identifying Stakeholders: Leveraging information from the sales process, analyzing job titles, and engaging in direct conversations are effective methods for understanding stakeholder roles and motivations.Communication Strategies: Over-communication and transparency are vital.Weekly project updates and milestone celebrations keep stakeholders engaged.Adapting communication styles to suit different stakeholders (e.g., data-driven vs. narrative-focused).The importance of face-to-face communication, even in remote settings.Overcoming Resistance: Directly asking stakeholders about their concerns.Rallying support from initial project champions.Creating a sense of urgency to drive action.Continuous Buy-In: Buy-in is not a one-time event but an ongoing process throughout the project lifecycle.Transparency in Setbacks: Being open about challenges builds trust and demonstrates adaptability.Role of AI in Communication: AI can be a supportive tool for improving communication skills but should not replace genuine, personal communication.Business Insights:Stakeholder Mapping: Develop a comprehensive stakeholder map at the project outset to identify key decision-makers and their motivations.Communication Planning: Create a tailored communication plan for each stakeholder group, considering their preferred style and information needs.Milestone-Driven Approach: Structure projects around clear milestones to facilitate regular celebrations of success and maintain momentum.Proactive Problem-Solving: Address potential issues early to prevent minor setbacks from becoming major roadblocks.Cross-Functional Collaboration: Leverage support from various departments to reinforce the importance of initiatives.Adaptive Leadership: Be prepared to adjust strategies based on stakeholder feedback and changing project dynamics.Skill Development: Invest in improving communication skills, including written communication for remote work environments.Technology IPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a Text Message.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 importance of early value realization in the customer journey and its impact on long-term success.Detailed AnalysisThe Importance of First Value DeliveryJarvis Harris emphasizes the critical nature of delivering first value early in the customer journey. He explains that in the SaaS world, where customers don't incur as much technical debt, demonstrating value quickly is essential for ensuring renewals, maintaining high retention rates, and driving growth revenue retention (GRR) and net revenue retention (NRR).The 30-60-90 Day Segmentation PlanHarris introduces a strategic 30-60-90 day segmentation plan for onboarding, tailored to different product types and market segments. He stresses the importance of understanding the product type, market, and customer base when developing this plan. The approach varies for self-service products, niche market products, and enterprise solutions.The Three D's of Success: Driver, Dreamer, DoerA key concept introduced is the "Three D's of Success": Driver, Dreamer, and Doer. Harris explains how identifying these roles within a customer organization is crucial for effective onboarding and value delivery. Each role has different stakes and requires a tailored approach during the onboarding process.Preventing Scope CreepTo prevent scope creep during longer onboarding cycles, Harris advises maintaining clear communication, adhering to defined goals, and having the confidence to say "no" when necessary. He emphasizes the importance of the Customer Success Manager (CSM) acting as a trusted advisor and maintaining the original definition of success.Communication and Milestone SettingConstant communication and setting interim milestones are highlighted as crucial elements in maintaining customer confidence during extended onboarding processes. Harris stresses the importance of success plans as guiding documents and the need for CSMs to have visibility into the work of professional services or partner teams.Product-Driven Onboarding StrategiesFor product-driven onboarding, especially in lower-priced, self-service scenarios, Harris recommends leveraging in-app tools like WalkMe or Pendo, community-based tools like Higher Logic Vanilla, and customer success platforms tailored to the specific needs of the product and market.Understanding Your Market and ProductHarris emphasizes the critical importance of understanding your market, product, and ideal customer profile when implementing a segmentation strategy. This understanding should inform the entire customer success approach, from staffing models to technology choices.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 strategic importance of Partner Success, the process of establishing this new function at Five9, and the impact it has on driving business value through education, enablement, and collaboration with partners.Listeners will gain insights into the inception and development of Five9's Partner Success program, the key challenges faced during its first year, and the critical role that listening and understanding partners' needs play in building a successful program. Pauline and Karen share practical examples of how Five9's Partner Success team supports and empowers its partners, offering actionable advice for organizations looking to implement similar initiatives.Whether you're a SaaS leader, customer success professional, or interested in strategic partnerships, this episode offers valuable lessons on fostering long-term partner relationships and achieving mutual growth.Detailed Analysis:The episode shines a spotlight on the newly established Partner Success division at Five9, with Karen and Pauline offering an in-depth view of their roles and the strategic goals they aim to achieve.Key points of discussion include the parallels between Customer Success and Partner Success, with a focus on driving retention and empowering partners to deliver exceptional value to their end customers. The dialogue underscores the importance of understanding partner needs, customizing approaches to fit different partners, and establishing a structured, yet flexible, framework for engagement.The latter part of the episode provides actionable insights for organizations considering the creation of a Partner Success team. Karen and Pauline advocate for a foundational approach centered around listening to both internal stakeholders and partners, identifying key pain points and opportunities, and building a responsive and adaptable strategy from the ground up.Key Insights:The critical importance of listening and understanding partner needs when establishing a Partner Success function.The value of creating tailored success plans and the role of continuous feedback in refining and scaling Partner Success initiatives.Practical advice on how to start small, focus on business objectives, and align activities to drive mutual success.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 2023, Irit brings a wealth of experience and innovative thinking to the conversation.The episode dives deep into how small businesses and scale-up companies can effectively retain clients and grow revenues from their existing customer base. Irit introduces her unique system, the Customer Method, designed specifically for high-scale businesses. She walks the listeners through a comprehensive framework for assessing a company's current state, controlling churn risk, and systematically improving both customer outcomes and experiences.One of the highlights of the conversation is Irit's explanation of her business assessment model. She uses a quadrant approach to illustrate the relationship between customer experience and outcomes, providing listeners with a clear understanding of where their business stands and what steps they need to take for improvement. Irit emphasizes the importance of companies knowing their place in the business lifecycle and avoiding the common pitfall of trying to scale prematurely.The discussion also covers common mistakes CEOs make, including neglecting to reassess their business regularly and failing to set clear visions and standards for excellence. Irit stresses the critical role of CEOs in leading strategy and maintaining a high-level overview of their company's performance.Irit introduces her innovative 90-day churn challenge program, designed to help businesses reduce churn rates by 5% to 20%. She outlines the program's structure, which includes 12 steps to gain better awareness of business operations, prioritize accounts, and re-engage with inactive customers. The goal is not just to reduce churn but also to uncover upsell opportunities, potentially increasing upsell by 10% just by opening conversations with customers.The hosts and Irit also touch on the importance of regularly reassessing business strategies, understanding and adapting to changes in customer value propositions, and the need for businesses to move from a defensive to an offensive stance in customer retention and growth.Throughout the episode, Irit provides practical advice and actionable insights, making this a must-listen for business owners, CEOs, and customer success professionals looking to improve their strategies and grow their businesses. The conversation is both informative and engaging, with Irit's passion for the subject matter clearly evident.You can find Irit and the CSM Practice at CSMPractice.com. If you are interested in taking Irit's 90-day challenge, reducing your churn, having at least 100 customers and $3 million or more in revenue, then sign up for the challenge here and Mention the Customer Success Playbook for $500 off The Customer Method, if you are one of the first 10 to sign up. Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 on an Ideal Customer Profile (ICP). This episode dives into the strategies for identifying and targeting the right customers to drive growth, enhance customer experiences, and ensure sustainable success. Tune in to discover practical tips and learn how a well-defined ICP can transform your customer success efforts.Detailed Analysis:Key Points and Themes:Introduction to ICP:Kevin Maufer defines the Ideal Customer Profile (ICP) as the foundation for targeting customers who will benefit most from a company's products and services.Emphasizes the importance of aligning ICP with business goals to drive growth and expansion.Key Factors in Developing ICP:Discusses criteria such as company size, annual revenue, number of employees, and industry focus.Highlights the significance of understanding customer goals, objectives, and cultural fit.Challenges of Not Having an ICP:Explores the pitfalls of misalignment between sales, marketing, and customer success teams.Describes the consequences of inconsistent customer experiences and the potential for increased churn.Collaborative Approach:Advocates for involving sales, marketing, customer success, and product teams in the ICP development process.Stresses the need for ongoing collaboration and alignment to ensure the ICP remains relevant and effective.Benefits of a Well-Defined ICP:Improved lead conversion rates and revenue growth.Enhanced customer experience through consistent and targeted support.The ability to build specialized expertise within the team, leading to better customer interactions and satisfaction.Practical Advice for CS Leaders:Offers guidance on making a compelling case for change within an organization.Suggests starting with marketing leaders to gain initial buy-in and expand collaboration to sales and product teams.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 increasing importance of data and technology, and the essential qualities needed for effective leadership in this field. Garg shared her insights on how companies can navigate current market challenges and the critical role of AI in enhancing customer interactions and business efficiency.The Evolving Role of Customer SuccessSwati Garg emphasized that the role of customer success leaders has significantly evolved over the past few years. Previously, CS was primarily focused on customer satisfaction and retention. Today, it is increasingly recognized as a revenue driver. This shift necessitates a more proactive approach to customer engagement and the strategic use of data to enhance customer value. Garg noted that modern CS leaders must be adept at tying customer success metrics to revenue, thereby demonstrating the value of CS initiatives to internal stakeholders.Essential Qualities of CS LeadersGarg identified five critical qualities that companies look for in CS leaders:Revenue Focus: Leaders need to understand how to connect CS activities with revenue generation.Business Acumen: A deep understanding of the business, including product features and market needs, is essential.Industry Knowledge: Familiarity with customer personas and industry-specific challenges helps in tailoring customer interactions.Communication Skills: Effective internal and external communication is crucial for aligning team efforts and understanding customer feedback.Data-Driven Decision Making: The ability to leverage data and AI tools to inform strategy and improve customer outcomes.The Role of Technology and AISwati Garg discussed the critical role of technology, particularly AI, in customer success. She highlighted that while there are numerous CS platforms available, the key is to select tools that align with the company's specific needs. AI can enhance personalization, provide predictive analytics, and streamline operations. However, Garg cautioned that not all companies may need to adopt AI immediately; the focus should be on finding tools that truly add value to their operations.Current Market Trends and ChallengesThe discussion also covered current trends in the CS job market. Garg noted a high demand for CS leaders who can manage complex customer relationships and possess strong industry knowledge. Despite an abundance of candidates, companies are becoming more selective, seeking individuals with specific skill sets and cultural fit. She also mentioned the importance of hybrid work models in fostering team culture and enhancing collaboration.ConclusionSwati Garg's insights underscore the transformative changes in the customer success landscape. As companies increasingly view CS as a strategic function tied to revenue, the role of CS lPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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, renewal rates, and revenue growth for software companies.Alok shares his journey from a two-decade career in cybersecurity to launching FunnelStory, driven by the challenge of processing diverse customer data to make informed decisions. The conversation delves into how FunnelStory leverages AI to enhance customer journeys, identifies and addresses bottlenecks, and provides key benefits and ROI for companies automating their customer lifecycle management.Listeners will gain insights into FunnelStory's AI-driven approach to improving customer segmentation and targeting, predicting customer behavior and outcomes, and the democratization of analytics through a revenue chatbot. Alok also highlights real-world examples of FunnelStory's success in optimizing customer journeys for clients, emphasizing the platform's ability to rapidly integrate and analyze data, providing immediate value.Tune in to learn how FunnelStory is setting new standards in the customer success industry, enabling teams to achieve faster onboarding, better adoption, and proactive retention strategies.Key Points:Introduction of Alok Shukla and FunnelStory.Alok's background in cybersecurity and the transition to customer success.How FunnelStory leverages AI to optimize customer journeys.The importance of rapid data integration and visibility.Predicting customer behavior and outcomes with AI.Real-world success stories of FunnelStory's impact.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Listen to Jack O'Brien of MM+M and Brandon Pletsch, president of scientific visualization at Real Chemistry, as they delve into the dynamic intersection of art, science and AI innovation in the field of scientific visualization. During the interview, they will discuss the role of scientific art in communicating complex scientific ideas to key stakeholders, how AI has been integrated into this process and what the future may hold for scientific artists.Check us out at: mmm-online.com   Follow us:  YouTube: @MMM-online TikTok: @MMMnews Instagram: @MMMnewsonline Twitter/X: @MMMnews LinkedIn: MM+M   To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

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 dedicated to tackling the challenge of scaling personalized customer engagement.Join us as Samuel delves into:The evolution of customer success from reactive support to proactive, data-driven strategies.How DataPlant synthesizes complex data to create hyper-personalized messaging.The critical importance of digital empathy in managing a growing number of customer accounts.Real-world examples of DataPlant's impact, including their work with Restaurant 365.Predictions for the future of customer success and the transformative role of AI.Samuel's deep expertise and innovative perspective offer valuable insights and practical strategies for anyone involved in customer success. Don't miss this engaging episode that explores how DataPlant is changing the game and what the future holds for customer success.HTTP://www.dataplant.comhttps://www.ai4diversity.org/podcast/episode/1a1b4367/ai4diversity-meets-aura-or-ai4diversity-podcast-32Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

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 journey of building GuideCX, the challenges faced, and the critical role of technology in enhancing the customer experience. He delves into the significance of transparency, communication, and efficient processes in onboarding. This conversation is packed with actionable insights and practical tips that will help you elevate your customer success strategies, improve customer satisfaction, and boost loyalty.Whether you are a seasoned customer success professional or new to the field, this episode will provide you with valuable knowledge and inspiration. Don't miss out on Peter's expert advice on leveraging technology to streamline onboarding and enhance the overall customer experience.Tune in to gain insights that will transform your approach to customer success!Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Executive Creative Director Jason Kirshenblatt and SVP Strategic Planner Seema Keswani discuss CultHealth and how Creative Intelligence has helped propel the agency forward.Check us out at: mmm-online.com   Follow us:  YouTube: @MMM-online TikTok: @MMMnews Instagram: @MMMnewsonline Twitter/X: @MMMnews LinkedIn: MM+M   To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

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 customer success teams to focus more on strategic initiatives and less on manual data gathering.Nik shares his journey from LinkedIn to founding Matik, inspired by the need for tools that can scale data insights across sales and customer success teams. He explains how Matik integrates with various data sources such as Salesforce, Snowflake, and Tableau, and how it delivers significant ROI by saving time, improving productivity, and ensuring consistent, data-driven narratives.Listeners will learn about the implementation process of Matik, the various connectors it supports, and the AI-powered features that provide actionable insights from data. Nik also highlights the success of their recent Scale+ CS Summit and shares his vision for future events.Join us for this insightful conversation and discover how Matik is transforming the way customer success teams operate.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Please note: This podcast originally aired on June 7, 2022 as part of the 2022 Agency 100. Check us out at: mmm-online.com Follow us: YouTube: @MMM-onlineTikTok: @MMMnewsInstagram: @MMMnewsonlineTwitter/X: @MMMnewsLinkedIn: MM+M To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

Bill Alvstad and Keith Myers co-host the Seahawks Playbook Podcast and have becomes friends of mine, and the show. Today they join me to talk "blue chip" Seahawks players, which players are going to benefit most from the new schemes and coaching staff, as well as take YOUR questions and comments. Tune in! Check out the Seahawks Playbook Podcast YouTube Channel: https://www.youtube.com/@UCrqT5lY2HBi... Bill Alvstad on Twitter: @NWSeahawk Keith Myers on Twitter: @MyersNFL SUBSCRIBE on Spotify for ad-free audio episodes, for just 99 cents a month! https://podcasters.spotify.com/pod/sh... SUBSCRIBE to the YouTube Channel for video versions: https://www.youtube.com/channel/UCKP7... SUPPORT me and the channel - buy me a coffee, or a beer! https://www.buymeacoffee.com/dviens08w FOLLOW me on Twitter @SeahawksForever EMAIL dviens08@gmail.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/seahawksforever-danviens/message

About the Guest:Say hello to David Meltzer. After becoming a millionaire nine months out of law school (not by being a lawyer, mind you), David was hired as CEO of his dream company. But in 2008, his multimillionaire status turned into bankruptcy. From this, he learned to attach his intentions not to outcomes but to the pursuit of his own potential. While some people may pursue the paths others set for them, David says he follows his own path by identifying who he really is inside—someone who was born to help others. Today, David runs Sports 1 Marketing, hosts The Playbook Podcast, and acts as a board member for several societies and organizations.What You Will Learn:· Strategies for overcoming any type of setback· Insights for determining the difference between who we are and what we have· Lessons in aligning our “mindset, heartset, and handset”· How to stop, drop, and roll in order to accelerate along the right trajectoryHear all about the ups and downs of David's leadership career when you join us for this insightful episode. David says that entrepreneurs often have one hand reaching up asking for help, but we cannot forget to lower the other hand to help those in the chair beside us. Listen in for all David's best advice as he reaches out his hand to you. Please rate and review this Episode!We'd love to hear from you! Leaving a review helps us ensure we deliver content that resonates with you. Your feedback can inspire others to join our Take Command: A Dale Carnegie Podcast community & benefit from the leadership insights we share.

Check us out at: mmm-online.com   Follow us:  YouTube: @MMM-online TikTok: @MMMnews Instagram: @MMMnewsonline Twitter/X: @MMMnews LinkedIn: MM+M   To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

Biolumina has been successful over the course of the last 10 years, while maintaining a small agency feel. What's the secret to this success? A strong foundation of culture, values, and ways of working to ensure the DNA of the agency is replicated consistently as they grow.Check us out at: mmm-online.com   Follow us:  YouTube: @MMM-online TikTok: @MMMnews Instagram: @MMMnewsonline Twitter/X: @MMMnews LinkedIn: MM+M   To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

Check us out at: mmm-online.com   Follow us:  YouTube: @MMM-online TikTok: @MMMnews Instagram: @MMMnewsonline Twitter/X: @MMMnews LinkedIn: MM+M   To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

Focus on the things that will ‘make your boat go faster' and navigate the science to value pathway to ensure patient access and improved outcomes.Successful commercialization isn't just about regulatory approval — it is also about patient access, value and affordability. It is therefore critical that, from the beginning of the clinical phase of the commercialization process, the patient is involved in all aspects of the development of a new asset. Having a clear focus on the critical success factors and aligning across work streams to generate the appropriate evidence, specific to each stakeholder, to support the value proposition and clearly and effectively communicate that value are all critical to launch success. Marc Iskowitz sits down with Citrus Health Group CEO, Neil Matheson, to discuss evidence generation and communications to support the value proposition.    Check us out at: mmm-online.com Follow us: YouTube: @MMM-onlineTikTok: @MMMnewsInstagram: @MMMnewsonlineTwitter/X: @MMMnewsLinkedIn: MM+M To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

Merge is Built Different to deliver true omnichannel experiences. We believe insightful storytelling and effective technology execution creates engaging HCP and patient journeys that make a difference. Check us out at: mmm-online.com   Follow us:  YouTube: @MMM-online TikTok: @MMMnews Instagram: @MMMnewsonline Twitter/X: @MMMnews LinkedIn: MM+M   To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

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 AI projects, and strategic planning for customer success initiatives. Kevin emphasized the importance of networking, shared key takeaways from various sessions, and is excited about upcoming guests for the podcast.Detailed Analysis and Business-Relevant InsightsNetworking and Community EngagementKevin's trip began with a networking happy hour hosted by James from Atlanta Customer Success and Growth Molecules. Such events are crucial for fostering connections within the customer success community, allowing professionals to share experiences and insights. The value of these interactions cannot be overstated as they often lead to collaborations and new business opportunities.AI and Customer Success: Gainsight's VisionThe conference's main focus was on AI's role in customer success. Gainsight CEO Nick opened the event with a session highlighting the company's AI initiatives. Kevin noted the emphasis on AI-driven tools designed to enhance customer interactions and streamline success strategies. The demo showcased both current capabilities and future developments, reflecting the rapid integration of AI in customer success.Vanessa Gotti from OpenAI also presented, providing insights into AI's potential in customer success. Her sessions underscored the transformative impact of AI, from personalized customer interactions to predictive analytics. For businesses, adopting AI tools can lead to more efficient processes, improved customer satisfaction, and ultimately, better retention rates.Project Prioritization and Implementation: LinkedIn's ApproachA particularly enlightening session was presented by LinkedIn representatives, who discussed their project prioritization framework. This included evaluating project proposals based on potential impact and feasibility. They introduced "Project Stitch," an AI-driven initiative aimed at providing personalized guidance at scale. This project involved extensive prompt engineering and testing to ensure accuracy and reliability in automated customer interactions.For businesses, the key takeaway is the importance of a structured approach to project management, especially when integrating new technologies like AI. Prioritizing projects that offer significant returns and aligning them with strategic goals can drive innovation while maintaining operational efficiency.Customer Success and Financial MetricsJay Nathan's session on understanding customer success from a P&L perspective was another highlight. He illustrated how changes in customer success strategies directly impact financial metrics such as gross margin and lifetime value (LTV). By linking customer success initiatives to tangible financial outcomes, businesses can better justify investments in this area and demonstrate their value to stakeholders.Upcoming Guests and Future EventsKevin's successful networking efforts at the conference have led to exciting upcoming guePlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Let's Talk About Military Transition w/Billy Pugh from The Post Military Playbook Podcast! This special crossover episode brings together Josh White, an active duty serviceman and 'Hero Front Podcast' host, and Billy Pugh, post-military podcast host, for profound dialogues about transitioning out of military service and leaning into their next chapters as fathers. They discuss mental health in the veteran community, touching on depression, ADHD, and handling trauma. Shedding light on Billy's journey after a brain injury that ended his military career, they reveal how he found a renewed sense of purpose through therapy and a re-evaluation of his life's path. The discussions underpin the importance of community and holistic decision-making in facilitating smooth transitions, and the significance of military skills in civilian life. The conversations also explore the art of deriving personal value beyond work and finding purpose outside military service, emphasizing personal growth and networking. Follow Billy Pugh on The Post Military Podcast! 0:00 Josh White - TPMP #51 04:37 How Did HeroFront Get Started? 10:52 What Was It Like Learning To Produce HeroFront? 14:12 The First Guest On The Post Military Podcast 18:02 What Inspired The Post Military Podcast 27:15 What Are Some Impactful Moments Josh Has Experienced With HeroFront? 33:05 How To Have Healthy Conversations 35:31 Becoming Comfortable In Your Own Skin 42:39 The Boys Talk Video Games 51:01 Why Billy Thinks Getting Out Of The Military Was Good 56:29 What Are You Grounding Your Identity In? 01:09:43 How Has HeroFront Prepared Josh For Transition? 01:12:00 Finding Value In Things That Are Outside Of Your Job 01:29:42 What Advice Would Billy Give Himself Before Transition

During a David Meltzer Mastermind session Founder and CEO of Living Sport Alicia Marinelli joined David at Blue Wire Studios located at Wynn Las Vegas to discuss their synergistic passion of living life through sport. David Meltzer is the Co-founder of Sports 1 Marketing and formerly served as CEO of the renowned Leigh Steinberg Sports & Entertainment agency, which was the inspiration for the movie Jerry Maguire. As part of his Playbook Podcast, Alicia sat down with David to discuss: How she built a company around her passion of sport.How experience drives confidence. How Jerry Maguire was actually a love story. And why shouldn't bet against Alicia's golf swing while wearing heals! Follow @iamlivingsport and @davidmeltzer on social!