On this episode, Amelia welcomes Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base. During this conversation, Irit and Amelia discuss:

• The differences between customer success and customer experience.

• The importance of customers getting their desired business outcomes through the CX process.

• Measuring customer success results with net retention rate.

• The evolution of CX from being churn fighters to adding value.

• The difference between a success plan and an account plan.

• Assessing your CX efforts against best practices for customer success.

• Mistakes CX leaders make with their frameworks and methodologies.

• Investing in technology in a scalable way.

• The three-year plan for shifting from customer experience to customer success.

Irit Eizips - https://www.linkedin.com/in/eizips/

CSM Practice - https://www.linkedin.com/company/csm-practice/

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