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In part two, the gloves come off. Kevin and Roman dive into the chaos of defining impact across diverse teams with Matt LeMay. From freemium metrics to ROI confusion, Matt exposes why so many organizations fail to align on what "impact" actually means. This episode is your backstage pass to better collaboration and smarter goal setting.

Detailed Analysis: Episode 38 tackles the messy business of misaligned metrics. Matt shares how product teams often assume they understand impact—only to find marketing, customer success, and sales have completely different definitions. The result? Disjointed strategies and missed opportunities.

Matt calls for radical alignment: teams should set goals no more than one step removed from company-level objectives. This not only surfaces tension between teams (think lifetime value vs. new users) but creates a dialogue for harmonizing objectives. Collaboration isn't optional; it's the secret weapon.

The episode also zooms out, showing that Matt's framework applies far beyond product. Marketing, customer success, even sales can use the same approach to rethink how they measure success. This isn't just a methodology. It's a mindset shift. If your goals live in the middle zone of vagueness, it's time to bridge the gap between strategy and execution.

Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybook

Check out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.

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You can also find the CS Playbook Podcast:
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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.