Nailing customer success playbooks
Episode description
Todd Kirk and Casey Trujillo talk all about playbooks in customer success! They challenge the idea of blindly following a playbook and emphasize the importance of thinking critically and adapting to each customer's unique needs.
They suggest that customer success managers should act as coaches rather than players, guiding and empowering customers to achieve success.
Takeaways
- Customer success managers should act as coaches rather than players, guiding and empowering customers to achieve success.
- A successful playbook requires mentorship and leadership, asking open-ended questions, and providing data to customers.
- Customer success professionals should be disagreeable givers, challenging the status quo and helping customers achieve their goals.
- Avoid blindly following a playbook and instead think critically and adapt to each customer's unique needs.
Contents
- 00:00 Introduction and Warning
- 03:03 Rethinking Customer Success
- 10:33 The Role of Playbooks
- 23:49 Asking Open-Ended Questions
- 29:20 Becoming Disagreeable Givers
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred