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CSM Practice - The Customer Success Podcast

Business & Economics Podcasts

Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!

Location:

United States

Description:

Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!

Twitter:

@csmpractice

Language:

English

Contact:

+1-408-663-6267


Episodes
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Inside HPEโ€™s Secret Weapon for Customer Success: Executive Interviews Explained!

6/2/2025
Send us a text What if your customer success strategy could directly boost revenue by 30%? In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How to structure CX interviews that uncover upsell opportunities - Why emotional metrics matter as much as NPS - The 3-pillar framework that ties VOC to revenue ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Meet Susana Esteban โ€“ a passionate Global Customer Experience Leader with decades of experience transforming client relationships into long-term value. Recognized as a thought leader by both industry experts and academic circles, Susana brings unmatched insight to every conversation. Based in Silicon Valley, she currently drives innovation in customer experience at Hewlett Packard Enterprise (HPE). ๐Ÿ”— You may connect with Susana via LinkedIn ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:34:06

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How To Personalize The Onboarding Experience For Different Customer Segments

5/16/2025
Send us a text Struggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success. In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding strategy, leading to significant improvements in customer engagement and retention. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How a structured onboarding process led to a 45% increase in product adoption - The impact of segmentation and personalization on a 30% rise in customer retention - Strategies that helped achieve a 4.8/5 CSAT score and reduced churn ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Raman Bindra, a results-oriented customer success leader with over 14 years of experience, currently serves as the Director of Customer Success at Recruiterflow, where he specializes in building and scaling processes to foster long-term client relationships. A strong advocate for data-driven decision-making, he is dedicated to enhancing the customer experience and setting high standards for exceptional customer satisfaction. ๐Ÿ”— You may connect with Raman via LinkedIn #CustomerSuccess #ProductAdoption #SaaSGrowth #CustomerRetention ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:31:40

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How Emerson Increased Renewals with a ScaledCS engagement

5/2/2025
Send us a text Is digital customer success only for small clients? Think again! Irit Eizips sits down with Tiffany Morin, Director of Customer Success and Renewals at Emerson Test and Measurement, to uncover how her team successfully implemented digital customer success at an enterprise levelโ€”resulting in quadrupled engagement! Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How digital engagement scales CS efforts across all customer segments - The enterprise CS model she implemented to drive customer success - How in-app messaging, webinars, and user groups transformed engagement ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Tiffany Morin is a dynamic and results-driven leader who has a unique blend of confidence, competence, and compassion. She excels at driving scalable CS strategies, enhancing customer engagement, and delivering impactful business outcomes. ๐Ÿ”— You may connect with Tiffany via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: How to Scale Your Customer Success Team ๐ŸŽฅ Watch: Digital CS - A New Era of Engagement โฌ Download: How to Level Up Your CS Strategy ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:35:34

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Data-Driven Strategies That Turn Chaos into Wins

4/25/2025
Send us a text Can data-driven strategies really transform customer success? In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, resulting in a 10% churn reduction and increased customer engagement. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Using data consolidation tools like Gainsight to drive decision-making - Creating segmentation models to refine engagement strategies - Building a customer-centric, data-first approach to scaling CS operations ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Jen is a seasoned leader with over 20 years of experience driving customer-focused teams and delivering results. She has a proven track record of boosting revenue retention, customer satisfaction, and launching impactful projects at companies like Litmos, Dialpad, and Serenova. Jen is passionate about fostering a people-first culture, mentoring others, and building the next generation of leaders. ๐Ÿ”— You may connect with Jen via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: Building a Proactive Data-Driven CS Engagement ๐ŸŽฅ Watch: Boosting CSM Efficiency Through Centralized Data Management โฌ Download: Customer Metrics when Usage Data Doesnโ€™t Exist ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:30:41

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Scalable Adoption Strategies to BOOST Customer Success in 2025

4/18/2025
Send us a text Are you struggling to get users to adopt your productโ€™s features and drive real engagement? In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within traditional organizations and how his team drives meaningful results at SAP. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - The step-by-step framework SAP uses to assess user adoption challenges and drive scalable solutions. - How to overcome cross-functional alignment issues and rally internal teams around adoption goals. - Proven methods to track and measure adoption success, from feature utilization to business impact. ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ With over 25 years of experience in transformation services, Go-To-Market strategies, and customer success operations, David drives exceptional customer experiences, solution adoption, value realization, and renewals for SAP ERP, Supply Chain, and Finance Solutions. Beginning his career in Supply Chain Consulting at PwC/IBM, he later joined the inventory optimization startup SmartOps, where he focused on customer retention and value realization until its acquisition by SAP in 2013. ๐Ÿ”— You may connect with David via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: Success Case ๐ŸŽฅ Watch: How To Drive Higher User Adoption โฌ Download: Handling Code Red Situations ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:40:33

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Building a Customer Success Team from Scratch!

4/11/2025
Send us a text Can you build a customer success team from scratch in just 12 months? In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team. ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Mariana is a seasoned professional with over 15 years of experience in management consulting and strategy execution, focusing on business transformation to drive scale, profitable growth and enhanced customer experience. She has a strong track record of improving performance for Fortune 500 companies in the technology and services sectors, bringing expertise in organizational design, strategic initiatives, and post-sales transformation. Mariana holds an MBA from the University of Michigan and has held key roles with Kearney, Dell, and HERE Technologies. ๐Ÿ”— You may connect with Mariana via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: The Magic of Cross-Functional Communication in CS ๐ŸŽฅ Watch: Is Customer Success a Function or a Strategy? โฌ Download: CSM Profiles Infographic ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:39:13

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Why Giving Renewals to CSMs Works (and How It Can for You Too)

4/4/2025
Send us a text What if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right? Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their renewal forecast accuracy. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How transitioning renewals to the CSM team increased renewal accuracy from 80% to 100%. - The unexpected boost in customer satisfaction, with a 5-point NPS increase. - The step-by-step process to empower CSMs to manage renewals, even for complex enterprise accounts. ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Ephrat Peled, a seasoned Customer Success leader with over 4 years of experience, is now embarking on an exciting transition into the world of sales. ๐Ÿ”— You may connect with Ephrat via LinkedIn ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:33:17

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From Metrics to Meaning: How Data Stories Save Accounts

3/28/2025
Are your traditional usage metrics failing to prove your productโ€™s value? Creating data stories could save your accounts! In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging circumstances. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How to craft data stories that resonate with executives - Shifting from traditional metrics to engagement-focused insights - The game-changing impact of aligning internal and external conversations ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Robin Leathers is a seasoned professional with a rich background in customer success and strategic leadership. Most recently, she served as the Head of Customer Experience at a leading biotech intelligence company, where she spearheaded innovative strategies to uncover hidden value for clients. Throughout her career, Robin has worked across diverse industries, from sales to customer success, helping organizations quantify their impact. Whether leveraging straightforward ROI calculators or employing nuanced approaches to drive strategic direction, Robin has consistently delivered measurable value and transformative results for her teams and clients. ๐Ÿ”— You may connect with Robin via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: Customer Retention During a Slow Economy ๐ŸŽฅ Watch: Role of Data in CS โฌ Download: Renewal Market Trends ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:29:16

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Lessons from a Customer Success Professional for Higher CSAT

3/21/2025
Whatโ€™s the secret to a 33% CSAT boost? Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - The key changes that helped Snappr raise their CSAT from 3.9 to 4.6 - Why redefining team incentives can transform customer experiences - How to balance quick wins with long-term success strategies ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Former CSM Practice consultant - we go way back with Customer Success Operations. With over 20 years in Customer Success and Operations, Daniel loves leading transformation - he helped Blackberry in their transition from a hardware business to a SaaS business, he helped People.ai and ClickUp transform their GTM motion up market. Daniel is now an executive leading sales, services, and support functions at Snappr. ๐Ÿ”— You may connect with Daniel via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: Key Saas Metrics That Matter ๐ŸŽฅ Watch: CS Strategy Assessment โฌ Download: CS Acronyms You Need to Know ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:24:35

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Building Success Plans Your Customers Canโ€™t Live Without

3/14/2025
What makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without! Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - The critical difference between success plans and project plans โ€“ and why it matters - How to tie customer goals to CEO-level objectives for maximum impact - Strategies for creating consistent, high-quality success plans across your team ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Jason has been a customer success leader for 10 years. Sales and operations in the tech industry is where he grew his early career. Roles at TSIA and other consulting experience has given him a broad, deep look at the customer success organizations at hundreds of startups and fortune 100 companies. ๐Ÿ”— You may connect with Jason Seals via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: CSM Capabilities Model ๐ŸŽฅ Watch: How to Create Success Plans That DONโ€™T SUCK โฌ Download: Success Plan Template ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:35:28

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Handwritten Notes: A Simple Way to Make Customers Feel Valued

3/7/2025
What if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder of Handwrytten, a company revolutionizing how businesses connect with customers through personalized, handwritten notes, shares how his approach has helped companies boost customer retention, create emotional connections, and turn mistakes into opportunities for deeper loyalty. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How handwritten notes create emotional connections with customers - Real examples of companies using this strategy to increase customer lifetime value - Practical tips on implementing thoughtful outreach in your customer journey ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ A proven entrepreneur, David's latest venture, Handwrytten, provides scalable, robotic solutions that write your notes in pen. Used by businesses in all industries and nonprofits, Handwrytten changes the way brands and people connect. ๐Ÿ”— You may connect with David via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: Connection Between Customer Lifetime Value and Retention ๐ŸŽฅ Watch: Implementing the Experts Success Strategy โฌ Download: 10 Rules to Building Trust with Clients ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:19:14

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From Cost Center to Profit Center - Transforming CS Teams

2/28/2025
Is your Customer Success team leaving money on the table? Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - The mindset shift that empowers CSMs to confidently own renewals and upsells - Proven techniques to identify untapped revenue opportunities in customer accounts - How upskilling your team can boost Net Revenue Retention and free up your sales team to close more deals ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Marija Skobe-Pilley is an award-winning Customer Success Strategist, thought leader, and podcaster. As the founder of Women in Customer Success, she has built a vibrant hub for connecting, inspiring, and empowering women in the CS industry through mentoring, masterclasses, and career enablement. She is also the co-founder and Fractional CS Leader at Fractional SaaS, where she provides strategic CS leadership for startups, driving growth and operational excellence. ๐Ÿ”— You may connect with Marija via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐ŸŽฅ Watch: Take Renewals Up a Notch โฌ Listen: Women in CS Podcast โฌ Listen: Diary of a CEO ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:30:08

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Scaling Success: SAP's 7 Dimensions of Customer Success Framework

2/21/2025
Can a single framework transform both customer satisfaction and organizational culture? In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into how SAP drives adoption, scales customer success initiatives, and creates consistent, impactful experiences across a diverse customer base. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - The transformative power of SAP's 7 Dimensions of Customer Success - Practical tips to enhance adoption and customer engagement - Insights on driving cultural change within large organizations ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ With over 25 years of experience leading transformation services, Go-To-Market, and customer success operations in information technology organizations, David is responsible for driving awesome customer experiences, solution adoption, value realization, and renewals for customers who leverage SAP ERP, Supply Chain, and Finance Solutions. He started his career in Supply Chain Consulting at PwC/IBM, worked for an inventory optimization software startup โ€œSmartOps,โ€ where he was responsible for customer retention and value realization. SmartOps was acquired by SAP in 2013. ๐Ÿ”— You may connect with David Kahn via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: The Secret to Scale in Customer Success ๐ŸŽฅ Watch: How to Increase Product Adoption ๐ŸŽฅ Watch: Revolutionary Training Program ๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls: 1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download. 2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š? Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more. ๐Ÿ“Œ Visit our Website - CSM Practice

Duration:00:28:41

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Why you should use AI to explain customer HealthScores

2/14/2025
Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBMโ€™s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive impact. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Discover how IBM leverages AI to predict and reduce churn. - Learn about AI-driven strategies to enhance trial conversion rates. - See how contextual AI recommendations empower CSMs for effective renewals. ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Sampoorna Dasgupta is a strategy and transformation leader with more than 10 years of experience applying data science and AI to solve complex business problems. She currently leads an analytics organization at IBM, focused on improving sales execution, product performance, and customer value. ๐Ÿ”— You may connect with Sampoorna via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Listen: Adam Grantโ€™s Work-Life Podcast ๐ŸŽฅ Watch: AI Is Changing Customer Success Forever โฌ Download: Customer Journey Map Template โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:28:36

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Digital Customer Success - A New Era of Engagement

2/7/2025
How can you scale customer success without sacrificing quality? Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building high-impact, low-cost customer success models. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Understanding the difference between "pooled" and "portfolio" CS models for scalable customer engagement. - Practical steps for implementing digital customer success strategies, from onboarding to proactive support. - Tips for leveraging customer communities, data, and content to boost retention and drive adoption. ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Marie Lunney is a distinguished leader in Digital Customer Success with over 10 years of experience in B2B SaaS. She is also the founder of DCS Connect, a Slack community for scaled customer success professionals. Marie also brings a global perspective to our conversation having relocated from North Carolina to the Netherlands three years ago. ๐Ÿ”— You may connect with Marie via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Join: DCS Connect on Slack ๐ŸŽฅ Watch: How to Build a Digital CS Team โฌ Download: Customer Success Communities List โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:37:23

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How to Prove Value to Customers

1/31/2025
Is your saas onboarding strategy leaving customer value on the table? Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Value Audits for SaaS success - Customer retention strategies - Aligning professional services with customer success ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Saood Shah, SVP of Services at Monetate and founder of XnO Solutions. Saood has had a long history of delivering Services success at prestigious names like Siebel, Computer Associates, Gainsight, and now Monetate. ๐Ÿ”— You may connect with Saood via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: Customer Lifetime Value and Client Retention ๐ŸŽฅ Watch: How to Score Customer Value โฌ Download: Creating and Calculating Customer Value โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:32:58

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The Role of Portfolio Customer Success Managers

1/24/2025
How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role! Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains meaningful connections with customers through a blend of one-on-one interactions and webinars, ensuring that even a large portfolio gets the attention needed to reduce churn and drive customer success. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How portfolio CSMs manage large customer bases efficiently using dynamic segmentation and prioritization techniques. - The balance between personalized customer interactions and scalable one-to-many strategies like webinars. - Effective ways to engage and retain customers while reducing the cost to serve through hybrid CS models. ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Vitor works as a Sr. Scaled CSM at Zendesk. He is a former industrial engineer, passionate about education, and Vitor has found in Customer Success the perfect blend of his expertise and passion. ๐Ÿ”— You may connect with Vitor via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: The Rise of the Portfolio CSM ๐ŸŽฅ Watch: 8-Step Engagement Plan โฌ Download: 10 Skills of Highly Effective CSMs โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:25:49

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Cutting Churn with QBRs and Renewals: A Small Teamโ€™s Big Win

1/17/2025
Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resources. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How to optimize QBRs for maximum impact - Automating renewals to boost efficiency - Using a CSP to reduce churn and enhance customer engagement ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Mary Migiano is the the Head of Customer Success at Compt, a leading HR platform that allows companies to offer highly customizable lifestyle benefits, tailored to meet the diverse needs of each employee. Mary and her team partner with HR, People Operations, and Executives to develop and support comprehensive benefit programs throughout their journey with Compt. ๐Ÿ”— You may connect with Mary via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Download: The Essential Guide to QBRs ๐ŸŽฅ Watch: Renewals Made Easy โฌ Listen to: The Daily Stand Up โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:29:34

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AI Is Changing Customer Success Forever

1/10/2025
Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities. Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving strategic growth for your business. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - AI-powered surveys increase customer engagement by providing dynamic, personalized feedback in real-time, improving the overall customer experience. - AI helps boost revenue by identifying upsell opportunities throughout the customer journey, not just at renewal times. - AI-driven efficiency allows CS teams to focus on strategic initiatives, as the AI handles routine tasks like follow-ups and feedback analysis. ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Lihong Hicken, CEO of TheySaid, is a visionary leader known for creating new categories and leveraging technology, data, and experimentation to solve complex problems. With a focus on collaboration, clarity, and customer-centric innovation, she leads her team to rapid growth and mutual success. ๐Ÿ”— You may connect with Lihong via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐ŸŽฅ Watch: Why You Need NPS Surveys ๐ŸŽฅ Watch: Improve Customer Surveys! โฌ Download: Customer Value Journey Map Template โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:31:19

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Uplevel Your QBRs to Double Your Upsell Revenue

1/3/2025
Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues. Click here to watch the interview on YouTube! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How to harness product usage data to identify and act on upsell opportunities - Strategies to elevate your QBRs into collaborative discussions that deliver real business value - The role of ROI calculators in showcasing impact and driving upsell conversations with key stakeholders ๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“ Stijn Smet is the Head of Customer Success at Whale and was recognized as one of the top 100 Customer Success Strategists by SuccessHacker in 2023. With a passion for revolutionizing the customer success landscape, he is dedicated to mentoring and uplifting fellow professionals in the industry. ๐Ÿ”— You may connect with Stijn via LinkedIn ๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’ ๐Ÿ“‘ Read: How to Capture Business Outcomes During a QBR Meeting ๐ŸŽฅ Watch: Getting Executives to Attend Your QBR โฌ Download: QBR Template โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice: 1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here 2. Join Our YouTube Community โ€” 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 โ€” 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 โ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธโ—พ๏ธโ—ฝ๏ธ ๐Ÿ“Œ Visit our Website - CSM Practice ๐Ÿ“Œ Sign up for our Newsletter

Duration:00:35:18