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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 Analysis

The Importance of First Value Delivery

Jarvis 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 Plan

Harris 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, Doer

A 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 Creep

To 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 Setting

Constant 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 Strategies

For 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 Product

Harris 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.

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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.

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Roman Trebon on Linked In.

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In this special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's inception in March 2023 to their 50th release in August 2024, sharing insights into the evolution of their process, the challenges they overcame, and the unexpected joys of connecting with the global customer success community. They discuss their most impactful episodes, memorable guests, and the personal and professional growth they've experienced along the way. The hosts also hint at exciting future plans, including a live podcast episode, the possibility of their first repeat guest, and the continuous integration of AI technologies into their production process.

Detailed Analysis:
This milestone episode is a testament to the dedication and passion that Roman and Kevin have poured into the Customer Success Playbook Podcast. The conversation highlights the evolution of their podcasting journey, from initial concerns about guest availability to the surprising willingness of industry leaders to share their expertise. The hosts attribute much of their success to the supportive customer success community, which has not only embraced their efforts but also enriched their understanding of the field.

Key discussions include the role of AI in streamlining podcast production, allowing the hosts to focus on content quality rather than technical minutiae. They also delve into the impact of specific episodes and guests, such as Dave Jackson and Donna Weber, whose insights have directly influenced their approach to customer success. The episode serves as both a celebration and a roadmap for the future, with Roman and Kevin expressing excitement about upcoming initiatives like live episodes and deeper community engagement.

Please Like, Comment, Share and Subscribe.

You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

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 - @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.