ZARZA We are Zarza, the prestigious firm behind major projects in information technology.
Listen "Check-In: Who's the coach & who's the player in client relationships?"
Episode Synopsis
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
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
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
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
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18/11/2025
Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo
04/11/2025
The Evolution of Customer Success Strategies with Dan Steinman, Director @ Colson Fellows
28/10/2025
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