Check-In: Who's the coach & who's the player in client relationships?

Say hello to Debra, one of the podcast managers who is usually behind-the-scenes. Stepping in for Todd who is out of town for today's check-in, Debra addresses all of the highlights from Tuesday's episode with the Jasons.

Listen to hear clips & commentary from Tuesday's episode about playbooks, vanity metrics, and customer relationships in customer success.

Takeaways

• CSMs should focus on making an impact with one customer before trying to scale their efforts.
• Understanding the people in the organization is key to successful customer adoption and value creation.
• Vanity metrics should be used in the context of leading to more meaningful outcomes.
• Playbooks are not a one-size-fits-all solution and should be adapted to each customer's unique needs.
• Finding the right balance between automation and personal relationships is crucial in customer success.

Contents

• 00:00 Introduction and Recap
• 01:28 Making an Impact with Customers
• 10:31 Vanity Metrics
• 12:26Playbooks
• 18:05 Conclusion

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred