CSM Practice - The Customer Success Podcast

What is the 70-20-10 framework and how can business executives leverage it for organizational growth and optimization? Tomer Laks, CEO & Founder of Kapability Group, offers a roadmap for profound organizational transformation in this episode! Key Highlights: 🔸 Explore how the 70-20-10 framework enhances change management, communication, transparency, and innovation within organizations. 🔸 Discover real-world applications and success stories from industry giants like IBM, Netflix, Google, and Coca-Cola. 🔸 Gain insights into the five critical stages of idea development, from inception to full implementation, fostering continuous improvement. 🔸 Learn practical methods for executives to assess and leverage the potential of this framework within their departments for optimal results. ABOUT OUR GUEST Tomer Laks is the CEO and Founder of Kapability Group, known for his extensive international experience in leading business operations across multiple sectors. His career includes executive roles at prominent companies globally and a focus on strategic growth and optimization. Laks is recognized for fostering a collaborative corporate culture and achieving exceptional business outcomes. 🔗 Connect with Tomer via LinkedIn: https://www.linkedin.com/in/tomer-laks-19bb141/ Watch on YouTube! ◾️◽️◾️◽️◾️◽️◾️◽️ Additional Resources: 📑 Read: CS KPIs Every High Touch Saas Company Should Track https://www.csmpractice.com/4-customer-success-kpis-every-high-touch-saas-company-should-track/ 🎥 Watch: Customer Success KPIs That Matter Most https://www.youtube.com/watch?v=32Y1yjBryiA&list=PLczwK1eIN4nAwMfXlehUwEJmEzs5GG3OZ&index=8 🎥 Watch: Qualities of a Customer Success Leader https://www.youtube.com/watch?v=X5iSmKEKDbc ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Join Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuses on the innovative application of personalized Net Promoter Score (NPS) surveys and their role in transforming customer engagement and success across diverse industries. 🔍 Key Takeaways: - Examination of how customized NPS surveys cater to distinct customer personas. - Discussion on aligning customer satisfaction metrics with overarching business objectives for reciprocal benefits. - Analysis of the impact of personalized NPS surveys on customer retention. - Strategies for tailoring NPS surveys to address specific challenges and requirements within various sectors. Tune into this episode on the CSM Practice Podcast to gain detailed insights into integrating personalized NPS surveys into your customer success framework. WATCH the episode on YouTube: https://youtu.be/HBJKsgx7Uso #CSMPracticePodcast #CustomerSuccess #Educational #NPS #StrategicAlignment #IritEizips #HimanshuGarg #Podcast #APAC #CustomerEngagement Himanshu Garg is a celebrated figure in Customer Success, particularly in the APAC region. Recognized as one of the Top 100 Customer Success Strategists in 2021 and 2023, his contributions have significantly shaped the field. Known for his innovative approach, particularly in personalized Net Promoter Score (NPS) surveys, Himanshu has revolutionized customer engagement strategies and set new benchmarks in customer-centric excellence. His leadership and strategic insights continue to inspire and influence the evolving landscape of customer success. 🔗 Connect with Himanshu via LinkedIn: https://www.linkedin.com/in/himanshugarggarg/ ◾️◽️◾️◽️◾️◽️◾️◽️ Additional Resources: ⏬ Download: 10 Rules to Building Trust with Clients 🎥 Watch: Unlocking Customer Success Strategies - Strategies for Industry Based Organizations 🎥 Watch: From NPS Surveys to Growing Advocacy|SurveySparrow ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints. Key Highlights: - NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for customer satisfaction and loyalty. - Digital Engagement Revolution: Daniel's strategy to transition from human touchpoints to digital engagement led to a monumental shift, from 400,000 online transactions in 2018 to over 40 million digital touchpoints in 2023. - Customer for Life Program: The introduction of the "Customer for Life" program under Daniel's vision has been a game-changer, ensuring every team member is accountable for customer engagement and satisfaction. This holistic approach has significantly increased adoption rates and annual renewal rates. Daniel's journey at Qlik exemplifies how visionary leadership, coupled with a customer-centric approach, can drive remarkable growth and loyalty in the competitive tech landscape. ◽️◾️◽️◾️◽️◾️◽️ Additional Resources: 📑 Read: Customer Life Time Value and Client Retention https://www.csmpractice.com/clv-retention 📑 Read: Leading Change - John P. Kotter https://bit.ly/4cOEfwC 📑 Read: Onboarding Matters - Donna Weber https://bit.ly/3xubOnA ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Irit Eizips and Avner Baruch, the brain behind Project Moneyball, focus on churn prediction in consumption-based models. Unpack the challenges and innovative strategies crucial for customer retention and growth. Episode Highlights: - Expertise from Avner Baruch: Insights from Avner's rich background in customer success and his strategic approach to reducing churn. - Innovative Churn Reduction Formula: Explore Avner's formula for predicting and mitigating churn effectively in various business models. - Data-Driven Churn Management: Learn about leveraging data for proactive churn prevention and enhanced customer engagement. Why Listen: - Understand the difference between subscription and consumption-based models in churn prediction. - Discover actionable strategies and the significance of external data in combating churn. - Gain insights into operationalizing a proactive, data-driven approach to customer success. Connect with Avner: Interested in learning more about Avner's churn prediction strategies? Connect with him and Project Moneyball on LinkedIn for further discussions and insights. Stay tuned for more episodes from the CSM Practice Podcast, where we delve into the secrets of customer success and business excellence. Watch the full episode here! ◾️◽️◾️◽️◾️◽️◾️◽️ Additional Resources: 📑 Read: How to Prove Value to Customers 📑 Read: How to Learn from Churn 🎥 Watch: The Ultimate Guide to Mitigate Customer Churn ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Dive into cutting-edge strategies for capturing and analyzing customer data that goes beyond mere collection. Join Irit Eizips with Irina Cismas, Head of Marketing at Custify, as they explore cutting-edge strategies for leveraging data in customer success.We will unveil the key framework that transforms CX into a potent formula for growth. Key Takeaways: Discover how data categories remain consistent, while KPIs may vary in high-touch or digital-touch approaches. From product adoption to customer health, demystify the art of data-driven customer success in this engaging podcast episode. Watch the full episode here: https://youtu.be/wZBlUhm9i5s ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🎥 Video: Customer Success – DATA, METRICS, and KPIs https://youtu.be/GwKZfwwTaH4 🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATA https://youtu.be/QNUtwWoybAk 🎥 Video: Using Customer Data to Drive Account Segmentation https://youtu.be/IsZZgjV1wto 📑 Blog: Building a Proactive Data-Driven Customer Success Engagement https://bit.ly/423Pyfn 📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework https://bit.ly/3SJTxuz ⏬ Download: How to Turn Customer Data into Outcomes https://bit.ly/3SuJKau ⏬ Download Infographics: Customer Metrics when Usage Data Doesn’t Exist [Infographic] https://bit.ly/3tRJTwr ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team. In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a global organization into a thriving and efficient customer success practice that drives retention and growth. Stephanie provides valuable insights into how to make this transformation, emphasizing the importance of being thoughtful in every aspect of the customer experience. She highlights that the shift from a reactive to a proactive customer success practice is a journey, not a destination. The core of the interview revolves around the creation of the “Vision CS 2.0: Customer Success Reimagined”, which is a multi-year plan that outlines the vision and strategy to achieve a proactive customer success practice on a global scale. She provides a comprehensive overview of the considerations for creating a CS Ops team and how an “embedded partner” model can be a powerful strategy for making fast progress. Overall, this video interview is a must-watch for anyone looking to transform their organization into a proactive customer success practice. Watch the full episode here: https://youtu.be/ILn3vRxAB38 ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🎥 Video: From Traditional to PROACTIVE SUPPORT MODEL https://youtu.be/K14nqGDb67I 🎥 Video: Proactive CUSTOMER EXPANSION Strategies https://youtu.be/vIIa_OGgRcI 📑 Blog: Proactive Customer Expansion Strategies https://bit.ly/3OtW6P3 📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework https://bit.ly/3SJTxuz 📑 Blog: Building a Proactive Data-Driven Customer Success Engagement https://bit.ly/423Pyfn ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Welcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Success at Folloze. Together, they unravel essential strategies for mitigating customer churn and preserving valuable customer relationships. Join the conversation as Adi shares insights on identifying and maintaining an Ideal customer profile, along with effective measures to prevent deals from going awry. Irit guides the discussion with her expertise and facilitates an enriching conversation alongside Adi Aloni. With a focus on customer success, this episode serves as a valuable resource for business owners determined to strengthen their customer base. Don't miss the chance to gain insights from both Irit and Adi as they navigate the intricate landscape of customer churn management, ensuring your business remains resilient with long-term customer loyalty. Watch the full episode here: https://youtu.be/ho49YwlOYZU ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🎥 Video: How to Reduce SaaS Churn by Identifying At-Risk Customers Early https://youtu.be/YGbTHo5OkdI 🎥 Video: How to Prevent Churn with CUSTOMER HEALTH SCORE https://youtu.be/xynQDdq52y8 🎥 Video: 3 Ways To Increase Renewal and PREVENT CHURN: RETENTION Teams https://youtu.be/oxNy-XOYkQY 📑 Blog: Customer Churn Analysis: Should you bother?! https://bit.ly/49cu1nk ⏬ Download: Reduce Churn by Half in 12 months! https://bit.ly/3un4E3u ⏬ Cheat sheet: Charging for Customer Success https://bit.ly/41P1hhR ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Step into the world of Customer Success Management with our CSM Practice Podcast episode: "The Surprising Productivity Tips Every CSM Needs to Know." In this engaging session, Bhavika Kochar, CS Ladies founder and community builder, shares her evolution from managing 45 to 300 accounts. Her journey, enriched by pursuing a Master's in Engineering Management at Duke University, epitomizes the spirit of a multifaceted professional. Learn how Bhavika leverages Excel, VBA, Tableau, and Zapier for deep data insights and explores the significant impact of automation in enhancing CSM operations. Episode Highlights: This episode delivers a wealth of productivity tips and expert advice, ideal for CSM professionals at any stage of their career. Bhavika's commitment to mentorship and community support, combined with a practical approach to CSM tools and automation, offers listeners a roadmap to professional development and improved customer success management. Elevate your CSM strategy by applying these groundbreaking insights. Watch the full episode here: https://youtu.be/ivXl-Un9bF0 #CSMPracticePodcast #CustomerSuccess #ProductivityHacks #CSMTools #Automation #ContinuousImprovement #ProfessionalGrowth ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📑 Read: How to Prove Value to Customers https://bit.ly/49gtLUb 📑 Read: How to Learn from Churn https://bit.ly/48Xol0z 🎥 Watch: What it takes to become a Rising Star CSM finalist https://youtu.be/YuvqG-ZiLWY ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Welcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer. Together, we delve into comprehensive insights on establishing and overseeing a successful renewal team, covering strategic planning to practical execution. Here are a few key points from our discussion: If you play a pivotal role in ensuring your customers' renewals thrive, this episode is a must-listen! Join us as they provide valuable insights and practical tips for crafting a high-performing renewal team. Watch the full episode here: https://youtu.be/7OwNzxp55gQ ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🎥 Video: How to OPTIMIZE Your RENEWAL PROCESS https://youtu.be/YJWs3qlsub0 🎥 Video: 3 Ways To Increase Renewal and PREVENT CHURN: RETENTION Teams https://youtu.be/oxNy-XOYkQY 🎥 Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Manager https://youtu.be/JiNO5V_35Z8 ⏬ Infographics: Tips for Building a Winning Customer Success Team [Infographic] https://bit.ly/3SjdkzE ⏬ Infographics:2022 Renewal Management Global Market Trends [Infographic] https://bit.ly/3UiMzhA 📑 Blog: How to Scale the Customer Renewal Process Effectively https://bit.ly/49bdNuB 📑 Blog: How to Optimize your Renewal Process https://bit.ly/3HwRPGN 📑 Blog: Managing Renewals Early on in the Customer Journey https://bit.ly/3u9scIQ ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

As we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult conversations. In this episode, we'll unravel the secrets to handling those hard conversations like a true pro. Joining us is our special guest, Iffat Bar-kol Grecht, Co-Founder at Focus Leadership. Are you ready to unlock the power of effective communication? Join us as we dive into: • The importance of establishing safety in conversations. • The role of care and kindness in building trust with clients. • Strategies to reconstruct conversations for better outcomes. • The art of creating a mutual agenda and proposing solutions. Our conversation will leave you with valuable takeaways that you can implement immediately. Remember, the key to successful customer relationships lies in effective communication. So, if you're seeking to enhance your customer success skills and transform those difficult dialogues into opportunities for growth, this podcast episode is your guiding light. Don't miss out on this chance to embark on a journey towards mastering the art of communication in customer success! Watch the full episode here: https://youtu.be/iNogvoZodvQ ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📑 Blog: Importance of Customer Communication for Customer Success https://bit.ly/3HAtU9h 📑 Blog: The Magic of Cross-Functional Communication in Customer Success https://bit.ly/3Sy1CCx 🎥 Video: Why Automating Customer Conversations is a Productivity 🆙 Game Changer https://youtu.be/2o_oCVX2R-Y 🎥 Video: From Good to Great: Elevating Your CSM Customer Conversations with AI https://youtu.be/5FEqJFNh-bY 🎥 Video: How to Handle a Price INCREASE Conversation with a Customer during RENEWALS https://youtu.be/dYMSSF3vAGc ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

In this enlightening podcast episode hosted by Irit Eizips, we are privileged to have Himanshu Garg, Director of Business Engineering & Technical Experience at Razorpay. Together, we explore the process of redefining customer success for industry-based organizations, offering valuable insights and practical strategies: Join us in this insightful conversation to glean actionable insights into the intricacies of redefining customer success. Learn practical strategies to implement successful, customer-centric approaches within your organizational structure. Watch the full episode here: https://youtu.be/trzDltsURI4 ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources 🎥 Watch: DESIGNING ORGANIZATIONS around Customer Success https://youtu.be/slFFH2MIatk 🎥 Watch: How to Drive CUSTOMER SUCCESS across your Organization https://bit.ly/3OiMM06 🎥 Watch: Unveiling the CCO Role: Insights and Strategies for Success https://youtu.be/RNtOob0248g 🎥 Watch: The vital role of CS Operations in proactive company transformation https://youtu.be/ILn3vRxAB38 🎥 Watch: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams https://bit.ly/47RFtDQ 📑 Read: Tips for Building a Winning Customer Success Team Infographic https://bit.ly/3OifVsv ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Unlock the secrets to business growth and customer retention in this enlightening podcast featuring Mohammed Alqaq, Customer Success Manager at Crucial Solutions & Services (CSS). Join us as we delve into the intricacies of customer engagement and unveil the power of a well-crafted Customer Strategic Engagement Plan. Key Highlights: Tailoring to Diverse Needs: Change Leadership Essentials:Success Plays in Action:Measuring Impact:Framework for Growth:Join us for a deep dive into the world of customer engagement, where insights and practical strategies converge to pave the way for long-term success. Watch the full episode here: https://youtu.be/wQ56OehMfC4 ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📖 Read: Leading Change, With a New Preface by the Author https://bit.ly/3S0le0S ⏬ Download: Customer Strategic Engagement Plan Template https://bit.ly/47yrDWM 📑 Read: Building a Proactive Data-Driven Customer Success Engagement https://bit.ly/423Pyfn 🎥 Watch: Defining an Effective Success Plan Strategy for CSMs https://youtu.be/4jZgcAFP9HE 🎥 Watch: How to create SUCCESS PLANS that don't SUCK https://youtu.be/hB8VBShsG8I ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Customer support and customer success play crucial roles in any business. However, when these teams operate independently, it can lead to issues for both the customers and the business. In this insightful episode, we explore the vital connection between Customer Success and Customer Support with our special guest, Mikael Blaisdell, Executive Director at The Customer Success Association. Mikael brings extensive expertise in Customer Support, shedding light on the alignment and collaboration between these essential functions. Key Points: Join us in this thought-provoking discussion as we unravel the intricacies of Customer Success and Customer Support, providing valuable insights and perspectives. Watch the full episode here: https://youtu.be/TWlWsuFVoh4 ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📑 Blog: Customer Support 2.0 and the Rise of the Portfolio Success Manager https://bit.ly/47Drtx7 🎥 Video: 😳 Customer Success vs. Customer Support: What's the difference? https://youtube.com/shorts/Paq5q1dcfaE ⏬ Download Infographics: Customer Success vs. Customer Experience https://bit.ly/4aReQBz ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

In this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topic: the art of reducing support tickets while elevating customer satisfaction to new heights. Discover the strategies that empowered Guidde's customer support team to efficiently handle a rapidly growing customer base without the need for excessive headcount: This proactive approach led to remarkable results, including a substantial reduction in response times, streamlined resolution efforts, and soaring customer satisfaction scores. For support executives and professionals, the takeaways are crystal clear: prioritize the analysis of ticket patterns, foster collaboration with product teams, and nurture a culture of knowledge sharing to optimize your support processes. Watch the full episode here: https://youtu.be/NKNDyMkxv94 ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources 🎥 Video: 😳 Customer Success vs. Customer Support: What's the difference? https://youtube.com/shorts/Paq5q1dcfaE 🎥 Video: The Ultimate Guide: Customer Success vs. Customer Support https://youtu.be/TWlWsuFVoh4 🎥 Video: Effective Communication in Technical Support Escalations 👨‍💻 https://youtube.com/shorts/gn2MsWbNEl8 🎥 Video: From Traditional to PROACTIVE SUPPORT MODEL https://youtu.be/K14nqGDb67I 🎥 Video: Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction https://youtu.be/NKNDyMkxv94 🎥 Video: The Ultimate 10 Metrics for Prioritizing Support Tickets 🎫 https://youtube.com/shorts/ATxJ8R5LatU ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

In this insightful podcast episode, join host Irit Eizips and guest Sue Nabeth Moore, Co-Founder of Success Chain, as they delve into the complexities of measuring the impact of Customer Success strategies. This engaging discussion focuses on the challenges of identifying the most effective metrics and creating a framework for successful measurement. Key Highlights: Tune in to this engaging discussion to unravel the complexities of measuring and optimizing Customer Success, providing valuable insights for businesses striving to enhance their strategies. Watch the full episode here: https://youtu.be/_5A_V8bUoMg ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📑 Blog: Key SaaS Metrics that Matter https://bit.ly/3NXFO0H 🎥 Video: Customer Success METRICS and KPIs https://youtu.be/8JfkWg3v-zo 🎥 Video: CUSTOMER SUCCESS KPIs that Matter Most https://youtu.be/32Y1yjBryiA 🎥 Video: Customer Success PERFORMANCE INDICATOR | Andreas Knoefel https://youtu.be/SCK9E6uoYDI 🎥 Video: Customer Success – DATA, METRICS, and KPIs https://youtu.be/GwKZfwwTaH4 ⏬ Download Infographic: Customer Metrics when Usage Data Doesn’t Exist https://bit.ly/3tRJTwr ⏬ Download Infographic: 10 Traits of High-Performing Customer Success Teams https://bit.ly/48rZzFz ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Dive into the world of Customer Success with Irit Eizips in this insightful podcast episode, featuring Shachar Avrahami, VP Product & Strategy at EverAfter. Join them as they explore the impact of customer hubs and tech-touch strategies on enhancing customer engagement and scalability in businesses. Key highlights include: Discover the transformative power of customer hubs and tech touch in this brief yet insightful episode. Essential for business leaders and customer success enthusiasts, it offers effective strategies to elevate customer experiences and scale operations. Watch the full episode here: https://youtu.be/ULKClvmzGd8 ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🔗 EverAfter Demo: https://www.everafter.ai/demo 🎥 Video: What is a customer hub? https://youtu.be/v5lZPcVmIcM 🎥 Video: Leveraging DIGITAL Customer EXPERIENCE and High Touch https://youtu.be/63QGkLh-wY0 ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Join our esteemed host, Irit Eizips, along with guest Rachel Montgomery, a Customer Experience Strategist, as they explore the art of crafting standout service offers. Delve into essential strategies for creating, developing, and launching successful service offers. Rachel shares hands-on tips for designing offers that solve customer challenges, enhancing satisfaction and profitability. Key highlights include: This conversation, covering collaboration, pricing structure refinement, and more, is a treasure trove for those elevating their service offerings. Tune in for practical advice and industry secrets to enhance your service strategy. Watch the full episode here: https://youtu.be/J05mqdF7phY ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📑 Blog: Should you Charge for Customer Success?! http://bit.ly/3RMyMwz 🎥 Video: What Service Packages look like when CHARGING for CS https://youtu.be/P3EvSRLCc8w 🎥 Video: How should you CHARGE for CUSTOMER SUCCESS? https://youtu.be/azKbKPN8v0I 🎥 Video: Should You CHARGE for CUSTOMER SUCCESS? https://youtu.be/ZyavlWPUWco ⏬ Download: Charging for Customer Success Cheat Sheet https://bit.ly/41P1hhR ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Join Irit Eizips and Rebecca Nerad, VP of Customer Success at FourKites, in our podcast as they explore the real value of Customer Success. Rebecca shares insights on crucial metrics for retention, growth, and cost optimization. Delve into her expertise in demonstrating ROI through strategies like value realization and cost reduction. Explore non-monetary benefits and essential skills for CS executives. This episode is a must-listen for CS executives and leaders who aim to enhance their understanding and skills in: Embark on an insightful journey into the transformative power of Customer Success. Watch the full video here: https://youtu.be/SziXeoIGYgU ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 📑 Blog: Creating and Calculating Customer Value https://bit.ly/49TcHEc 📑 Blog: The Importance of Investing in Customer Success https://bit.ly/3wxFFuO 🎥 Video: CALCULATING CUSTOMER VALUE https://bit.ly/4bWDSjk 🎥 Video: Customer Success METRICS and KPIs https://bit.ly/3UWmMvT 🎥 Video: Customer Success – DATA, METRICS, and KPIs https://bit.ly/49G0UcD 🎥 Video: How To Define VALUE KPIs With Your Clients https://bit.ly/3IlFs0v 🎥 Video: CUSTOMER SUCCESS KPIs that Matter Most https://bit.ly/3Im17G0 🎥 Video: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams https://bit.ly/49yNejv 🎥 Video: Mastering the ROI Discussion with Customers https://bit.ly/438CPJ1 ⏬ Download: CSM Board Presentation Template: Presenting to Board of Directors https://bit.ly/48BDkfW ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Join Irit Eizips, your go-to customer success strategist, in an exhilarating conversation with Phil Hobden, a trailblazer in the realm of customer success. Phil, a finalist for the Customer Success Excellence Awards, unveils his groundbreaking strategies that transformed Capitalize.com. Discover how Phil's innovative strategies reduced churn from 15% to a mere 5% and skyrocketed user adoption by an impressive 85% and learn how Phil's agile response reshaped remote customer engagement. Expect insights on: Tune in for a session brimming with practical wisdom, ideal for tech execs and customer success enthusiasts seeking to revolutionize their approach and boost their metrics. Let's embark on this learning journey together! Discover these transformative insights in the full video: https://youtu.be/gDwwDpMIyrs ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🎥 Video: How to Leverage Usage Data to Improve PRODUCT ADOPTION https://youtu.be/EbGAu7y6TnA 🎥 Video: How To Drive Higher User Adoption Levels with Success Plans https://youtu.be/MynzoDcx6dA 🎥 Video: Increasing NRR (NET RETENTION RATE) for SaaS https://youtu.be/FfwyAw3uMFY 🎥 Video: The Secret to Amazing RESULTS of High NET RETENTION RATE https://youtu.be/qNX47wWsYbA 🎥 Video: Strategies for 100% CUSTOMER RETENTION https://youtu.be/RX0PNHCw2do ⏬ Download: How to Turn Customer Data into Outcomes https://bit.ly/3T3YkGe ⏬ Download: The Ultimate Step-by-Step Guide for Developing a Prescribed Approach to Capturing your Client's Business Outcomes https://bit.ly/3V2gv1z ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter

Explore the intricacies of customer feedback in this insightful podcast episode, where Irit Eizips engages with Steve Bernstein, a customer feedback expert from Waypoint Group. Delve into their discussion on effective strategies for collecting and leveraging customer insights to foster business growth. In this episode: Ideal for Customer Success Managers and professionals, this episode serves as a comprehensive guide on the dos and don'ts of customer feedback. Tune in for expert tips to refine your customer engagement strategies. 🎧 Discover more by viewing the complete conversation on our YouTube channel: View on YouTube. ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources: 🎥 Video: How to Become a CUSTOMER-CENTRIC Organization https://bit.ly/3Ti8bK0 🎥 Video: ROADMAP To Becoming a CUSTOMER-CENTRIC Organization https://bit.ly/3P3oXtP ⏬ Download Infographics: 8 Key Steps in Becoming a Customer-Centric Organization https://bit.ly/3P2quA8 ⏬ Download: Voice of the Customer https://bit.ly/3TjkTYN 📑 Blog: Becoming a Customer-Centric Organization https://bit.ly/3IlEdhR ◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter