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In this reflective episode, hosts Roman Trebon and Kevin Metzger share insights from their podcast's successful year, highlighting the growth of their audience to over 5,000 monthly downloads and the expanding influence of their platform in the customer success community. They discuss the evolving nature of customer success, emphasizing its transformation from a departmental function to a company-wide imperative, and reveal their plans to broaden their guest roster beyond traditional CS roles in 2025.

Detailed Analysis

Growth and Community Impact

• Achieved milestone of 5,000 downloads in October 2023
• Received unsolicited mentions on Reddit and LinkedIn
• Featured numerous Customer Success 100 honorees as guests
• Built strong connections within the Atlanta customer success community
• Demonstrated organic growth through community engagement and word-of-mouth recommendations

Industry Insights and Trends

1. Revenue-Driven CS Departments
   • Evolution of CS departments toward revenue-based KPIs
   • Shift from cost centers to revenue generators
   • Integration of success metrics with business outcomes
2. Cross-Functional Success
   • Recognition of customer success as an organization-wide responsibility
   • Importance of aligning all departments (Finance, Marketing, Product) with customer success goals
   • Impact of operational efficiency on customer satisfaction
3. Community Development
   • Growth of local CS communities through various engagement formats
   • Importance of networking and knowledge sharing
   • Value of maintaining professional connections beyond podcast appearances

Future Direction

• Plans to expand guest roster beyond traditional CS roles in 2025
• Focus on cross-departmental perspectives on customer success
• Commitment to showcasing diverse viewpoints and experiences

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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.