The Customer Success Playbook
Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain.
Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics.
We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS.
Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success.
Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook.
Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey.
At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels.
Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!!
The Customer Success Playbook
Customer Success Playbook Season 2 Episode 14 - Kristi Faltorusso
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Kevin Metzger and Roman Trebon
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Season 2
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Episode 14
Introduction:
In Season 2, Episode 14 of the "Customer Success Playbook" podcast, Kristi Faltorusso, Chief Customer Officer at Client Success, shares her journey of developing a c community. Her candid discussion covers the initial aspirations, the stumbling blocks encountered, and the strategic pivot towards relaunching the community.
Summary of Key Points:
- Initial Strategy and Challenges:
- Faltorusso envisioned a community exclusively for Client Success customers, aiming to foster connections and provide unique content.
- The initial setup was robust, with significant investments in technology and content, but lacked a dedicated owner for ongoing management, leading to the community's gradual decline.
- Lessons Learned and Pivot:
- The key takeaway from the initial failure was the critical need for dedicated community management.
- The relaunch focuses on more realistic engagement metrics and segmented strategies based on customer tiers, emphasizing accountability and sustained interaction.
- Future Plans and AI Integration:
- Looking ahead, Client Success plans to integrate AI to enhance community engagement and content relevancy, aiming to foster a self-sustaining ecosystem where customers contribute actively.
- Kristi discusses the 5 P's related to AI
- Proactive - Anticipating customer needs and actions before they occur.
- Predictive - Using data to predict outcomes and customer behaviors.
- Productive - Enhancing productivity for customer success teams through automation and efficient processes.
- Prescriptive - Providing specific recommendations and actions to customer success teams.
- Personalized - Tailoring experiences and interactions to individual customer profiles and preferences.
Detailed Analysis:
- Business Relevance:
- Building a specialized community can significantly enhance customer loyalty and retention, especially when tailored to the needs and behaviors of specific user segments.
- The detailed account of challenges and adjustments provides a roadmap for other businesses in the customer success industry, highlighting the importance of adaptability and precise goal-setting.
- Strategic Insights:
- The shift towards AI and targeted accountability suggests a move towards more personalized and proactive customer engagement strategies.
- Businesses can draw parallels to their community engagement strategies, considering the balance between technological integration and human oversight.
- Conclusion:
Kristi Faltorusso’s experience underscores the complexity of building a successful customer community. The insights shared not only pave the way for Client Success's future strategies but also serve as a valuable lesson for similar businesses aiming to enhance their customer engagement through community-building.
You can find Kristi at https://www.kristifaltorusso.com/
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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.