CSM Practice - The Customer Success Podcast: Recent Episodes
Irit Eizips & CSM Practice
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!
Unlock the secrets to successful career transitions into Customer Success! In this episode of the CSM Practice podcast, we explore how individuals with no prior experience can thrive as Customer Success Managers (CSMs). Discover actionable insights on training, onboarding, and the essential skills needed for success.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Effective strategies for training new CSMs from non-traditional backgrounds
- The importance of empathy and soft skills in Customer Success
- Best practices for creating a robust CSM onboarding program
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Hanene Duprat founded Rise International to provide hands-on Customer Success expertise to businesses worldwide, focusing on satisfaction, retention, and growth. With over 15 years of experience in the B2B digital and SaaS sectors, she also specializes in career coaching for aspiring Customer Success Managers, equipping them with the skills to excel in their roles.
🔗 You may connect with Hanene via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Strengths Based Leadership
📑 Read: Essentialism
🎙️Listen: CSMS and Co Podcast
🎙️Listen: Do It Yourself Podcast
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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
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Ever wondered how top companies tackle churn?
Discover how Varda Tirosh, Chief Customer Officer at Optimove, implemented a unique churn management framework that has revolutionized customer retention.
Click here to watch the episode on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Varda's journey to developing a game-changing churn strategy.
- The role of deep customer engagement and data in fighting churn.
- Practical steps your team can implement to enhance customer success.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Varda Tirosh, as Optimove's Chief Customer Officer, has been at the helm of client-facing teams, including Customer Success (CS), for more than a decade. Recognized as a trailblazer in establishing CS methodologies within Israel's Hi-Tech sector and broader CS community, her innovative approaches were showcased at a prominent CS conference last year.
🔗 You may connect with Varda via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Greg Daines’ Customer Churn Research
🎥 Watch: What To Do When Mergers and Acquisitions Take Place
🎥 Watch: Mergers and Acquisitions Playbook for Customer Success
Recommended Tools:
https://www.zoominfo.com/
https://referral-ai.com/
https://builtwith.com/
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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
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In this interview, Dannah Vaughan, Director of Customer Success at Apty, shares with us her strategies in increasing survey response rates. She implemented innovative techniques that not only QUADRUPLED response rates, but also enhanced customer engagement and operational efficiency. Dive into this session to uncover the secrets behind her success!
Click here to watch the episode on YouTube
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Effective, actionable strategies for significantly increasing survey response rates.
- Utilizing improved survey feedback to drive product development and enhance customer satisfaction.
- The importance of a customer-centric culture for operational efficiency and customer success.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Throughout her career, Dannah Vaughan has been leading and scaling global customer success teams, demonstrating dedication to excellence in the field. In the wake of a professional layoff, Dannah channeled her passion and expertise into founding The Rebels of SaaS Podcast, a platform aimed at advancing the SaaS industry through positive disruption. Her efforts are focused on driving growth and retaining revenue, embodying her commitment to not just navigate the future of SaaS with innovative strategies and insights.
🔗 You may connect with Dannah Vaughan via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: “How Will You Measure Your Life?” By Clayton Christensen
🎥 Watch: Why You NEED NPS Surveys!
⏬ Check Out: Brené Brown
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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
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How can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at Flexera (formerly known as Snow Software), answers all of your questions about digital customer success in this episode! Delve into innovative strategies, tactical automation, and impactful insights as Alex shares his expertise in steering customer success programs to new heights.
Click here to watch the episode on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Unveil how Alex spearheaded a comprehensive digital Customer Success program at Flexera, revolutionizing customer interactions.
- Discover success stories as Alex details automation implementation, bridging high-touch and low-touch segments for a seamless customer journey.
- Gain valuable insights on forecasting accuracy, churn mitigation, and enhanced customer satisfaction through data-driven strategies employed by Alex Turkovic.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Meet Alex Turkovic, a leader with over 15 years of expertise in customer success leadership, professional services, and customer education. As the previous Director of Customer Lifecycle at Snow Software, Alex merges digital and scaled customer success strategies with educational initiatives to optimize customer lifecycle engagement and drive impactful outcomes.
🔗 Connect with Alex via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: How To Get Your CS Tech Stack in Order
🎥 Watch: How Did Digital CS Skyrocket Talroo’s Growth?
🎙️Listen: Digital CS Podcast by Alex Turkovic
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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
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How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving into real-life strategies and cultural shifts that make a tangible difference.
Click here to watch the episode on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Johan shares firsthand how his strategic interventions skyrocketed retention rates in a competitive tech environment.
- Uncover the crucial role of company culture in sustaining long-term customer relationships.
- Get a rare glimpse into the CEO's approach to embedding customer success strategies that really work.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Johan Nilsson is a Swedish tech entrepreneur with a long background in building and growing SaaS companies. He is presently the CEO and Founder of Startdeliver, a platform for Customer Success, and a co-founder of Impact Academy, an academy for customer success training.
🔗 You may connect with Johan via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: The Secret to Scale in Customer Success
🎥 Watch: Increasing NRR for Saas
⏬ Download: Achieve 28% Higher NRR
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively.
Want to get access to Ifat Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecustomermethod
Click here to watch the video on YouTube.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Defining measurable success criteria to drive outcomes.
- Aligning business objectives with customer needs for strategic alignment.
- Implementing value-driven CSM frameworks for enhanced customer relationships.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Meet Ifat Lev, a recognized expert in Customer Success Management (CSM) for B2B businesses with over 25 years of experience in advanced technology companies like NICE, Microsoft and Sisense.
With a decade-long specialization in steering Customer Success, Professional Services, and CS operations teams, Ifat brings unparalleled expertise in establishing, expanding, and strategically managing these critical functions.
🔗 You may connect with Ifat via LinkedIn
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Customer Lifetime Value and Client Retention: What’s the Connection?
🎥 Watch: What is a Strategic Customer Success Manager?
⏬ Download: Creating and Calculating Customer Value
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Have you implemented a Customer Champion program yet?
Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch episode, Andrea discusses the pivotal role of engagement strategies, her innovative approaches to reducing churn, and how these efforts have propelled Lionize to new heights.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Andrea unveils her blueprint for deepening client relationships and driving loyalty.
- Discover Andrea's tactics for keeping customer satisfaction high and churn rates low.
- Learn how Lionize leverages client feedback to refine and improve their offerings.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Andrea Galvez is a revenue leader and currently VP of Client Success at Lionize.ai. Last year she received an honorable mention for 2023 Customer Success Leader of the Year at the Customer Success Excellence Awards (Americas). She has owned the entire post-sales journey, leading teams up to 35, and thrives in the chaos of early-stage startups.
🔗 You may connect with Andrea via LinkedIn: https://www.linkedin.com/in/agalvez/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Building a Proactive Data Driven Customer Success Engagement
https://www.csmpractice.com/building-a-proactive-data-driven-customer-success-engagement/
🎥 Watch: Boost Customer Engagement with This 8-Step Process!
https://youtu.be/wQ56OehMfC4
⏬ Download: 10 Rules to Building Trust with Clients
https://www.csmpractice.com/trusted-advisor-infographic
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Transitioning from siloed efforts to cohesive cross-functional teams for better alignment and results.
- Specific tactics used to engage and retain customers, including personalized onboarding and dedicated CSMs.
- The impact of these strategies on company morale, customer satisfaction, and the successful public offering.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Rachel Stanley has over 10 years of SaaS onboarding, training, implementation, consulting, e-Learning, customer success, adoption, and support experience, and is passionate about building high-functioning teams that consistently hit their objectives. When Rachel joined Banzai, Customer Success was the only customer-facing job function. Since then, Rachel has added Onboarding, Support, and Customer Marketing, successfully creating a Customer Experience organization that has driven best-in-industry customer satisfaction and grown Banzai’s Net Retention Rate (NRR) significantly.
🔗 You may connect with Rachel via LinkedIn
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: 4 Key CS Metrics That You Should Be Tracking
🎥 Watch: Increasing NRR for Saas
⏬ Download: Customer Health Score Facts & Industry Trends
CustomerSuccess #NRR #Framework #BusinessGrowth
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
How can telemetry data and capability adoption scores drive higher net retention?
Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data to elevate net retention rates.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Implementing capability adoption scores to drive product adoption and reduce churn.
- Leveraging telemetry data for proactive customer engagement and risk mitigation.
- Aligning customer success efforts with go-to-market teams for cohesive strategy execution.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Akash Singh was recently recognised as top 24 CS Leaders for 2024 by Customer Success Collective. 20+ years' experience with high-tech companies like Telstra, Adobe and Dynatrace. He has been in the CS roles for the last 10 years and have been fortunate to build multiple CS practices and teams in Australia and in the US. Currently leads CS team for Software AG's Asia Pacific Japan region. Akash lives in Sydney and runs CS Meetups to build a like-minded community of CSM's on behalf of London based Customer Success Collective.
🔗 You may connect with Akash via LinkedIn: https://www.linkedin.com/in/akashsinghaf/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Designing a Profitable Customer Success Framework
🎥 Watch: Achieving 120% NRR with the OGSMT Framework
⏬ Download: How to Use Hubspot as a CS Software
CustomerSuccess #NetRetention #TelemetryData #SoftwareAG
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Discover how a CSM pooled model can drastically improve scalability and operational efficiency in customer success management.
- Learn from real-world applications as Jeff Kinne shares transformative strategies used at Celigo to optimize team performance.
- Explore how segmenting customer success responsibilities among teams enhances both high-touch and tech-touch client engagements.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Jeff Kinne, Head of Customer Success and CX Operations at Celigo, unveils strategic insights in steering cross-functional teams to deliver high-quality client solutions, from planning through execution. He excels in devising strategic solutions that align with business and technical roadmaps, enhancing profitability and reducing operational costs, while also boosting customer satisfaction through refined account management and relationship-building strategies.
🔗 You may connect with Jeff via LinkedIn: https://www.linkedin.com/in/jeff-kinne-customer-success/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: How to Deliver WOW Customer Experience at Scale via Non-CSM Managed Model
🎥 Watch: What is a Dynamic Account Segmentation Model
⏬ Download: How to Level Up Your CS Strategy
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry experts.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Delve into the distinct roles of TAMs and CSMs for streamlined account management.
- Uncover practical strategies for overcoming challenges when merging technical and customer-centric tasks.
- Gain expert insights on optimizing customer relationships and driving success in your organization.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Sol is an experienced Technical Customer Success and Project Manager, with over 10 years of experience in Customer Success work, leading and developing customer-oriented projects (Including 365 integration in the Ministry of Health, Digital communities' project users and Step-Ahead users). Over 5 years of experience in Customer Success Management in different large scale organizations.
🔗 You may connect with Sol via LinkedIn: https://www.linkedin.com/in/sol-refael/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: What is a Customer Success Manager?
🎥 Watch: CS Tech Stacks from a Technical Account Manager
⏬ Download: Customer Success VS Customer Experience
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a glimpse into the future of customer success like never before!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Uncover AI's transformative potential in customer engagement and operational efficiency.
- Learn how businesses can redefine industry standards through AI-driven solutions.
- Explore a strategic roadmap for optimizing customer-centric AI technologies.
Click here to watch the video on YouTube!
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Krishna Raj Raja is the Founder and CEO of Support Logic, a pioneering figure reshaping customer success management through cutting-edge technologies and personalized approaches. His expertise in AI integration and strategic leadership has positioned him as a key influencer in driving sustainable growth and innovation within the industry.
🔗 You may connect with Krishna via LinkedIn: https://www.linkedin.com/in/krraja/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Customer Support 2.0
🎥 Watch: Customer Success VS Customer Support
⏬ Download: Sales to CS New Customer Handoff Template
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention.
The KORE Score - Keeping Organizational Outcomes, Retention, Renewals, References, and Reputation Excellent
Want to watch the full video? Join our Mastermind program!
👉https://bit.ly/3VlI7gU
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
◾ Discover TSIA's groundbreaking research on monetizing customer success and industry performance trends.
◾ Learn effective strategies to boost survey response rates and achieve forecasted targets for customer success metrics.
◾ Dive deep into the KORE Score framework and its potential to revolutionize customer success metrics for businesses of all sizes.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Stephen Fulkerson is the Vice President of Research and Advisory, Customer Success at TSIA. Stephen is best known for his thought leadership in customer success by taking hard and complex issues in customer success and simplifying them with innovative processes and frameworks. In today’s discussion, Stephen will be revealing his latest framework called KORE SCORE which he believes will go head to head with Net Promoter Scores (NPS).
🔗 You may connect with Stephen via LinkedIn: https://www.linkedin.com/in/stephenfulkerson/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Key Saas Metrics that Matter
https://www.csmpractice.com/key-saas-metrics-that-matter/
🎥 Watch: Customer Success KPIs that Matter Most
https://youtu.be/32Y1yjBryiA
⏬ Download: Customer Success KPIs
https://www.csmpractice.com/customer-success-kpis-slides
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
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Discover Sanjeet Bali's journey of transforming a failing customer success team into a multi-million dollar revenue engine.
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Uncover the strategic tactics and value-driven approaches behind successfully monetizing customer success practices.
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Gain expert insights into revenue generation strategies and the profound impact of customer success on accelerating business growth.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Sanjeet Bali is a customer-centric executive known for building and leading global support and success operations, focusing on enhancing customer experiences and driving revenue growth through strategic vision and agile methodologies. With a proven track record in transformative leadership, Sanjeet inspires diverse teams, fosters customer loyalty, and champions continuous improvement for sustainable business growth.
🔗 You may connect with Sanjeet via LinkedIn: https://www.linkedin.com/in/sanjeet-kaur-bali-65682a1/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Should You Charge for Customer Success?
https://www.csmpractice.com/should-you-charge-for-customer-success/
🎥 Watch: How You Should Charge for Customer Success
https://youtu.be/azKbKPN8v0I
⏬ Download: Charging for Customer Success Cheatsheet
https://www.csmpractice.com/charging-for-customer-success/
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Ben's unique methods for structuring and managing CS operations teams to drive efficiency and effectiveness across the board.
- How Cross River has transformed its approach to partner management, leading to stronger, more fruitful relationships and an unparalleled customer experience.
- An inside look at the technology stack and tools that empower the CSOPS team at Cross River, enabling them to automate solutions and provide data-driven insights that fuel growth and customer satisfaction.
Click here to watch the video on YouTube!
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Ben Krefting, Chief Customer Success Officer at Cross River, is a visionary leader passionate about bridging the gap between the potential and realized value of technology for customers. With a rich background in engineering, consulting, and leading transformative programs, Ben excels in both technical realms and strategic business discussions.
🔗 You may connect with Ben via LinkedIn: https://www.linkedin.com/in/benkrefting/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
🎥 Watch: The Vital Role of CS Operations in Proactive Company Transformation
https://youtu.be/ILn3vRxAB38
⏬ Download: How Mature is Your CS Ops Team?
https://www.csmpractice.com/cs-ops
⏬ Download: Top 5 CS Ops Manager Skills
https://www.csmpractice.com/cs-ops-skills-infographic
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
How can executive advisory boards transform your company's approach to Customer Success?
In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers invaluable strategies for tech companies.
Highlights include:
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The strategic value of executive advisory boards in developing deep relationships with key clients.
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Practical tips from Mike on setting up and optimizing these boards to meet market demands and customer expectations.
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Strategies for leveraging executive advisory boards to navigate market changes and maintain company agility.
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Managing competing client interests within the board to foster harmony and collective achievement.
Customer Success professionals and business leaders, are you eager to deepen your engagement strategies and drive your companies forward? Discover the power of executive advisory boards in unlocking loyalty, enhancing customer experiences, and propelling your company to new heights of success!
Click here to watch the episode on YouTube.
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ADDITIONAL RESOURCES
📑 Read: How to Prove Value to Customers
https://www.csmpractice.com/how-to-prove-value-to-customers/
🎥 Watch: Unveiling the CCO Role - Insights and Strategies for Success
https://www.youtube.com/watch?v=RNtOob0248g&feature=youtu.be
⏬ Download: Unveiling the Top Skills of a Chief Customer Officer
https://www.csmpractice.com/top-skills-chief-customer-officer-infographic
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape?
This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journeys and impart crucial strategies for smoothly transitioning into customer success.
KEY TAKEAWAYS
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Mastering strategies for a frictionless move to customer success.
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Cultivating essential skills that are vital for success in this evolving role.
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Fostering strong customer relationships and enhancing ROI.
Click here to watch the episode for additional slides and templates!
ABOUT THE GUESTS
Waseem Shaikh, currently serving as Manager of Customer Success at BrowserStack, boasts a diverse background in software testing, with over 12 years in the Software Tech/SaaS industry. Born and raised in Mumbai, India, his journey from a Manual Tester to Automation Tester, and then from Technical Support to Customer Success Representative at BrowserStack, showcases a unique blend of technical expertise and customer success acumen.
🔗 You may connect with Waseem via LinkedIn: https://www.linkedin.com/in/waseem-shaikh-a0b3a5198/
Imro Budhoo, the Director of Customer Success Europe at Basware, boasts 19 years of dedicated experience in customer support and success management, having climbed the ranks from a support consultant to leading a team of Customer Success Managers across Europe. Born, raised, and currently residing in Amsterdam, Imro is recognized as a driven CS professional with a strong emphasis on building relationships and delivering the outcomes customers seek through products and services.
🔗 You may connect with Imro via LinkedIn: https://www.linkedin.com/in/imro-budhoo-b7b56497/
CustomerSuccess #CareerChange #TechCareers
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ADDITIONAL RESOURCES
📑 Read: The Customer Success Manager Capabilities Model
https://www.csmpractice.com/csm-profiles
🎥 Watch: From Retail to Customer Success - Career Change
https://youtu.be/MayAhWHVQJo
⏬ Download: Customer Success Acronyms and Abbreviations Every CSM Needs to Know
https://www.csmpractice.com/customer-success-acronym-cheatsheet
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast.
Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to establishing a clear career framework for CSM teams. This episode is a goldmine for tech CEOs and SaaS leaders, offering:
KEY HIGHLIGHTS
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Discover how Deltek's innovative career development framework brings enhanced clarity and motivation to their CSM team.
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Gain access to Christine's expert strategies for integrating competencies with career advancement — essential knowledge for both CSMs and executives.
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Explore the transformative power of a well-defined career path in fostering team cohesion and nurturing a vibrant company culture.
Click here to watch the interview on YouTube.
ABOUT OUR GUESTChristine Boermeester, Senior Director of Customer Success at Deltek, has championed exceptional customer experiences and honed her expertise in building global customer success teams over her 20+ years with the company. She believes that proactively nurturing customer relationships, ensuring ease of doing business, and supporting and developing her employees are key to elevating both the customer and employee experience, leading to increased growth.
🔗 You may connect with Christine via LinkedIn: https://www.linkedin.com/in/christine-boermeester-9315472/
TechLeadership #SaaSSuccess #CustomerSuccessManagement #CareerGrowth
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ADDITIONAL RESOURCES
Women in Customer Success Podcast - https://www.marijaskobepilley.com/podcast
Women at Work Podcast - https://hbr.org/2018/01/podcast-women-at-work
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams. Explore real-world examples showcasing AI's impact on response quality and streamlined processes.
Key Highlights:
- Learn how Gen AI revolutionizes customer support for proactive and efficient teams.
- Understand the role of AI in refining response quality and streamlining support processes.
- Gain insights into leveraging AI tools for sentiment automation and adapting to evolving customer preferences.
ABOUT THE GUEST
Boaz Arbel, is a CS executive, an Advisory Board member, and the founder and leader of the ICSEF, the Israeli Customer Success Executives Forum, and the Israeli CS Operations Management forum. In addition he is an Advisory Board Member at with, a coach for CS leaders, and a volunteer mentor at Scale-up Velocity.
🔗 You may connect with Boaz via LinkedIn
Watch the interview here!
CustomerSupport #AIRevolution #ProactiveStrategies #DigitalTransformation
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Additional Resources:
📑 Read: How to Get Your CS Tech Stack in Order
🎥 Watch: Revolutionize Your Customer Success with Generative AI
⏬ Download: Customer Success Technology Stack
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios!
HIGHLIGHTS
- Strategies for scaling CS teams from 5 to 30 members.
- Tech stack recommendations for managing long-tail segments.
- Creative solutions for common customer challenges.
- The power of peer influence in customer webinars for boosting product adoption.
Whether you're an aspiring customer success manager or looking to refine your customer retention strategies, this episode is packed with actionable insights and success stories from the front lines of CS.
ABOUT OUR GUEST
Alon, a seasoned Customer Success Leader with over 15 years of experience, excels in building and scaling CS teams at B2B SaaS companies. Currently, he leads the Customer Success Mentorship program at SixFigures and is the Senior Customer Director at CHEQ, managing international teams and CS Ops. His dedication to delivering customer value shines through as he expertly navigates complex scenarios.
🔗 You may connect with Alon via LinkedIn: https://www.linkedin.com/in/alon-ahronberg/
Watch the interview here: https://youtu.be/DeorOjdJma8
CustomerSuccessManager #ProductAdoption #CustomerRetention #SaaSInnovation
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Additional Resources:
📑 Read: CSM Proactivity Assessment
https://www.csmpractice.com/proactivity-assessment
🎥 Watch: What CSMs Should Know About Their Customers
https://youtu.be/Mictf11OdRo
⏬ Download: Customer Success Technology Stack
https://www.csmpractice.com/customer-success-software-technology-stack
SixFigures High-Tech Class: https://www.sixfigures-cs.io/en
Vitally: https://www.vitally.io/
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Join Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with Elliot Ghnassia, Chief Customer Officer at Sociabble. Discover the secrets behind successful team expansion, upsell strategies, and churn reduction in a fast-paced corporate environment.
Key Highlights:
- Learn about Sociabble's impressive growth from 5 to 30 team members in just two years.
- Elliot discusses the operational challenges encountered during scaling and how the team overcame them to maintain service quality.
- Discover the innovative strategies implemented to improve team efficiency and customer relationships.
This episode is a must-watch for professionals aiming to enhance their customer success strategies and team dynamics.
ABOUT OUR GUEST
Elliot Ghnassia, with 13 years of experience in customer relations, currently serves as the Chief Customer Officer at Sociabble, a French BtoB SaaS company enhancing global workforce engagement. His diverse career began in sales and project management after an engineering degree, spanning industries from mechanical to oil & gas and nuclear before discovering a passion for SaaS and customer success seven years ago. This transition marked a significant pivot in his career, deeply entrenching him in the tech industry's customer success sector.
🔗 You may connect with Elliot via LinkedIn: click here.
Watch the full video here: click here.
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Additional Resources:
🎥 Watch: Scaling customer success: Critical mistakes to avoid for business growth!
https://youtu.be/_g2zydOu1fk
⏬ Download: 10 Traits of High Performing CS Teams
https://www.csmpractice.com/customer-success-team-performance-infographic
⏬ Download: Tips for Building a Winning Customer Success Team
https://www.csmpractice.com/customer-success-team-infographic/
CS&BS Podcast - https://www.kristifaltorusso.com/csbs-customer-success-podcast
The Jasons Take On… Podcast - https://thejasonstakeon.com/
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Dive into the world of innovative Customer Success strategies with Samuel Cummings III, founder of Dataplant, as he shares groundbreaking insights on scaling operations using generative AI. Discover practical tips, the importance of embracing innovation, and valuable guidance for enhancing customer outcomes.
Key highlights:
- Samuel Cummings III shares pioneering strategies for scaling Customer Success using generative AI.
- The importance of taking risks and experimenting with new technologies for competitive advantage in Customer Success.
- Practical guidance on leveraging generative AI for enhanced customer outcomes at scale, transforming Customer Success strategies.
About the guest:Samuel Cummings III, former Head of Data Science at Gainsight, specializes in implementing predictive analytics for Customer Success Management globally. Now a Director of Implementation, he leverages over a decade of experience to guide customers in data-driven decision-making and building successful hiring programs.
🔗 You may connect with Samuel via LinkedIn: https://www.linkedin.com/in/samuelj314/
Watch the full episode here: https://youtu.be/apM3FOfrc_I
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Additional Resources:
🎥 Watch: Revolutionize Your Customer Success with Generative AI
🎥 Watch: From Good to Great - Elevating Your CSM Customer Conversations with AI
🎥 Watch: Leveraging DIGITAL Customer EXPERIENCE and High Touch
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Join Irit Eizips in an insightful conversation with Christine Boermeester, Senior Director of Customer Success at Deltek. This episode delves into innovative strategies for scaling Customer Success operations, highlighted by Deltek's journey in structuring their CS team and implementing specialized roles.
🔍 Key Takeaways:
- Insights into building specialized roles within customer success to enhance efficiency and focus.
- Strategies for structuring CS teams to support growth without sacrificing customer relationships.
- Exploration of the impact of automation and role specialization on customer success operations.
Christine, a finalist at the 2023 USCS Excellence Awards, shares her experience from transitioning a large team of customer success managers into a more segmented and effective structure. She discusses the creation of a renewal processing team that has significantly reduced the administrative burden on CSMs, allowing them to focus more on customer relationships and strategic engagements.
Join our Mastermind Pilot Program to gain full access to all interviews and resources: https://members.csmpractice.com/c/join-the-mastermind-pilot/
Tune in to learn how Deltek has successfully scaled their CS operations while maintaining high customer loyalty and retention.
🎥 Watch the episode here: https://www.youtube.com/watch?v=EVhoZ-hwOGM
CustomerSuccess #Leadership #CSMPracticePodcast #ScalingCS #SpecializedRoles #CustomerEngagement #IritEizips #ChristineBoermeester #Podcast #BusinessStrategy
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Additional Resources:
📑 Read: The Secret to Scale in Customer Success
📑 Read: The Beginner’s Guide to Customer Success
🎥Watch: Scaling Customer Success - Critical Mistakes to Avoid for Business Growth
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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
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
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!
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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/
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
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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.
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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.
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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.
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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!
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Additional Resources:
📑 Read: How to Prove Value to Customers
📑 Read: How to Learn from Churn
🎥 Watch: The Ultimate Guide to Mitigate Customer Churn
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Transformative Formula: CS = Customer Experience x Customer Outcomes.
- Addressing Sub-100% Net Retention: Insights and actionable remedies.
- Crafting Exceptional Experiences: Strategies for advocacy and strong relationships.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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.
- Gain valuable perspectives from Adi, drawing from her wealth of experience as SVP of Customer Success at Folloze.
- Explore methods discussed by Adi and Irit for pinpointing and upholding an Ideal customer profile to enhance customer retention.
- Learn practical strategies to minimize the risk of deals turning sour, ensuring a smoother business operation.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Bhavika's strategic scaling of account management.
- The critical role of self-care and prioritization.
- Insights into using analytical tools for smart decision-making.
- The transformative effect of automation on customer success workflows.
- Actionable strategies to amplify your CSM productivity.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Mark Mortimer shares strategies for building a renewal team that is aligned with organizational goals and customer success.
- Discover how to create a renewal team that consistently delivers positive and exceptional customer experiences.
- From customer acquisition to effective account management, our podcast provides a complete roadmap for success in the realm of renewals.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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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:
- Dive into crucial KPIs that play a pivotal role in driving customer success within large organizational frameworks.
- Gain best practices for effectively structuring customer success activities tailored to the specific needs of industry-based organizations.
- Emphasize the significance of understanding the customer journey and strategically establishing touchpoints to ensure a seamless and cohesive customer experience.
- Pre-sales and Post-sales Teams: Explore the benefits of having separate pre-sales and post-sales teams, led by dedicated leaders like Himanshu Garg, to provide focused attention and ensure smooth transitions throughout the customer lifecycle.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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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: Discover the significance of a comprehensive plan that caters to both high-touch customers and strategic accounts.
- Change Leadership Essentials: Explore the critical role of effective change leadership in customer engagement, leveraging John Kotter's eight-step plan. From creating urgency to sustaining change, we break down the essential elements.
- Success Plays in Action: Learn the art of identifying the right success plays to construct an engagement plan that truly aligns with customer needs.
- Measuring Impact: Understand the importance of measuring the success of your engagement plan. We discuss the metrics and frameworks necessary to gauge the impact and refine your strategies for continuous improvement.
- Framework for Growth: Explore how companies can elevate satisfaction, foster loyalty, and propel growth by establishing a robust framework for customer engagement.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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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:
- Separation Benefits: Insights on the benefits of separating Customer Success and Customer Support.
- Distinct Goals: Highlighting distinct goals and performance indicators for both functions.
- Efficiency Through Specialization: Discussing increased efficiency through specialization and managing scalability challenges.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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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:
- Categorizing major ticket issues for precision.
- Cultivating a knowledge-centric culture.
- Addressing migration challenges head-on within the product.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Discover the nuances of selecting essential Customer Success metrics.
- An introduction to the A.M.P.M. Framework and its emphasis on both leading and lagging indicators.
- Gain insights into the challenges faced in choosing Key Performance Indicators (KPIs) related to customer success.
- Learn practical strategies to overcome hurdles in selecting appropriate KPIs.
- Uncover the secrets to optimizing Customer Success for businesses striving to enhance their strategies.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Unpacking actionable, personalized, and automated elements of successful Customer Success/tech-touch programs.
- Examining the role of decision-making trees in tech-touch motion.
- Discovering the transformative power of Customer Hubs in optimizing digital experiences across the customer journey.
- Analyzing the business impacts and success indicators of tech-touch program implementation.
- Sharing practical tips and strategies for designing Customer Hubs, with a focus on low-touch customer segments.
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Rachel's 17-Year Journey
- Crafting Customer-Centric Services
- In-Depth Discussions
- Practical Advice & Strategies
- Engaging and Informative
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Navigating new roles in Customer Success with confidence.
- Identifying and focusing on key metrics to effectively demonstrate ROI.
- Understanding and tracking additional metrics that reflect the CS team's impact.
- Mastering the art of calculating and proving ROI.
Embark on an insightful journey into the transformative power of Customer Success.
Watch the full video here: https://youtu.be/SziXeoIGYgU
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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 Boa
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Crafting impactful customer success strategies
- Navigating product adoption hurdles
- Mastering remote training in a digital world
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
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 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:
- Strategies for identifying key stakeholders in the feedback process.
- Techniques to increase survey response rates significantly.
- The importance of a customer-centric approach in feedback collection.
- Insights into creating surveys that provide valuable information.
- The critical role of asking the right questions to the right people.
- How leveraging customer feedback can enhance customer-centricity in your company.
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.
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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
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Join Irit Eizips in a captivating conversation with Amanda Schmidt, Senior Vice President of Customer Success at PandaDoc. Discover the impactful role of AI in enhancing customer communication, and how PandaDoc's integration of AI tools like Ox led to a 40-point increase in their NPS score within a year.
In this episode, you'll gain insights on:
- PandaDoc's AI-Driven Customer Success: How AI tools like Ox revolutionized their approach.
- Creating a Customer-Centric Team: Strategies for fostering a customer-focused culture.
- The Power of AI in CSM: AI's role in enhancing team efficiency and customer interaction.
Ideal for both seasoned professionals and those new to customer success, this podcast offers practical tips and valuable insights.
For a deeper understanding and more strategies, watch the full discussion here:
Watch Full Video
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Additional Resources:
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3P9EzMj
📑 Blog: The Magic of Cross-Functional Communication in Customer Success
https://bit.ly/3SZfzIH
🎥 Video: Importance of Customer COMMUNICATION for CUSTOMER SUCCESS
https://bit.ly/3Tlh0Sf
⏬ Download Infographics: Handling Code Red Customer Situations
https://bit.ly/42Zo5vQ
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Join Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podcast. This episode delves into the pivotal role of Executive Business Reviews (EBRs) in strategic business meetings, transcending the scope of typical Quarterly Business Reviews (QBRs). EBRs, as annual gatherings with a customer's executive team, are instrumental in synchronizing business visions and objectives.
Irit and Meenal provide a thorough guide on preparing, conducting, and following up on EBRs, offering invaluable insights for Customer Success Managers (CSMs) and team leaders seeking actionable advice. Meenal, leveraging her extensive experience in both presenting and attending EBRs, imparts wisdom on key components of an impactful EBR session.
Key topics include:
- Optimal EBR frequency based on customer profiles
- Distinctive attributes of EBRs versus QBRs
- Specific success indicators and metrics for EBRs
- The role of online questionnaires in EBR prep
- Aligning internal stakeholders on agenda and timeline
- A comprehensive breakdown of successful EBR meeting elements
- The accountability of Customer Success team leaders in EBRs
For an in-depth exploration of EBR best practices and more expert insights from Irit and Meenal, tune into this enlightening episode.
Watch the full episode here: https://youtu.be/S9VJ4VE8MIw
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Additional Resources:
⏬ Infographic: Executive Business Reviews: Essential Dos and Don’ts
https://bit.ly/3v1dxQk
⏬ Infographics: The Difference between QBR and EBR
https://bit.ly/3wF9Z73
🎥 Video: The Difference Between QBR and EBR
https://bit.ly/3SZitNG
🎥 Video: How to Develop a QUARTERLY BUSINESS REVIEW (QBR)
https://bit.ly/3InbJUS
🎥 Video: How to Capture BUSINESS OUTCOMES During a QBR
https://bit.ly/3IkN3MN
⏬ Infographics: The Essential Guide to Quarte
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Explore the art of navigating mergers and acquisitions (M&A) with Irit Eizips, a renowned Customer Success strategist, as she interviews David Collyer, CCO of ECI Software Solutions. This episode delves into ECI's journey through strategic restructuring for enhanced Customer Satisfaction and organizational adaptability post-M&A.
Key highlights include:
- ECI’s approach to integrating diverse teams and systems.
- The introduction of Customer Experience Specialist roles.
- The impact of these changes on service efficiency and Customer Satisfaction.
- Leveraging automation for scalable operations.
- David’s expert advice for successful M&A management.
Join this insightful discussion, a must-listen for SaaS executives and leaders seeking practical strategies for M&A success through the lens of Customer Success.
🔗 Watch the full episode: https://youtu.be/Vhgsjh9FSUs
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Additional Resources:
⏬ Download Infographic: The Ultimate Merger and Acquisition Playbook for Customer Success
https://bit.ly/3T3WKnM
🎥 Video: M&A Playbook Infographic Explained
https://youtube.com/shorts/Uv60KszXrPU
🎥 Watch: What To Do When MERGERS and ACQUISITIONS Take Place
https://youtu.be/RcM9FPVmgNs
🎥 Watch: MERGERS and ACQUISITIONS | Customer Success
https://youtu.be/QxynGJxFRsk
🎥 Watch: MERGERS and ACQUISITIONS Playbook for Customer Success
https://youtu.be/q89eTMmdljw
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Join Irit Eizips in an insightful conversation on Partner Success with Scott Frew, CEO/Founder of iasset.com and a recognized expert in channel management. This episode is essential for tech executives seeking to enhance their partnership strategies with industry-leading insights.
Key Topics Discussed:
- Data synchronization and strategies to reduce partner workload.
- Importance of customized KPIs and targeted training for robust partner networks.
- Innovative approaches to renewals, churn management, and industry-specific challenges.
- Integration of carbon credits tracking in partnership models.
Benefits:
- Gain practical recommendations for software, hardware, or service sectors.
- Learn actionable insights for excelling in partner relationships.
- Discover strategies to thrive in the competitive tech landscape.
Elevate your approach to Partner Success and gain a competitive edge by tuning into this engaging conversation. Experience the blend of Irit Eizips' hosting prowess and Scott Frew's wealth of experience to transform your partnership strategies.
🔗 Watch the full episode here: https://youtu.be/w-Rh6wJYdYQ
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Additional Resources:
⏬ Download the Partner Success Market Research Results Report:
https://bit.ly/3uWWH5m
🎥 Video: Creating a Global-wide Partner Success Program
https://bit.ly/49HrMsY
🎥 Video: How to Establish a Partner Success Program
https://bit.ly/48GoPHD
🎥 Video: What is PARTNER SUCCESS?
https://bit.ly/3P3obwV
🎥 Video: Dreamforce 2017 Partner Success Breakout Session Intro
https://bit.ly/42XbtWl
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Explore the power of Partner Success programs with Andrew Carothers from Cisco Systems in our captivating podcast episode. Unearth how Cisco's globally renowned Partner Success program has revolutionized customer engagement and renewals, and learn how it could transform your business approach.
Discover how Partner Success programs can significantly boost renewals and increase customer wallet-share, providing your company with the tools to thrive and scale effectively. Andrew provides an insider's view on the challenges faced and how these hurdles were masterfully overcome during the program's implementation.
In this episode, gain insights on:
- Effective strategies for initiating and expanding a Partner Success program.
- Navigating the complexities of data sharing to strengthen partner collaborations.
- A detailed look at Cisco's Partner Success Portal and the Lifecycle Advantage Program.
- Deciphering the metrics and KPIs that define the success of these programs.
- Smart management of shared customer data for mutual success.
For SaaS leaders seeking to enhance partner relations and drive substantial growth in their companies, this episode is a treasure trove of practical solutions and innovative strategies. It offers a pathway to mastering Partner Success, presenting transformative insights for your business.
Discover these transformative insights in the full video: https://youtu.be/z3B2Z0o8Htw
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Additional Resources:
🎥 Video: How to establish a Partner Success Program
https://bit.ly/48GoPHD
🎥 Video: What is PARTNER SUCCESS?
https://bit.ly/3P3obwV
🎥 Video: Dreamforce 2017 Partner Success Breakout Session Intro
https://bit.ly/42XbtWl
🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATA
https://bit.ly/42ZHXPA
🎥 Video: Designing a Customer Lifecycle Map and its Impact
https://bit.ly/3SXacKh
⏬ Download: Industry Benchmark Report: Partner Success Market Research Results
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
There is little content out there on Partner Success. Perhaps because there are so few customer success teams who have already established a Partner Success practice. In this episode, we have invited Andrew Carothers to unravel the story of how Cisco built their award-winning global Partner Success Program, phase by phase.
According to Andrew, Cisco initiated its partner success program over 8 years ago and went on to win multiple US•CXA awards in 2022 alone. Establishing the Partner Success practice played a pivotal role in boosting renewals and upsell revenues.
Over the years, Cisco expanded its Partner Success practice globally, achieving remarkable success. While Cisco is a massive organization, the strategic framework shared by Andrew is also applicable to organizations of any size. As Andrew puts it, "If Cisco can do it…" any less complex organization should be able to as well.
Tune in for this enlightening discussion where we cover various aspects of Partner Success:
- The fundamental building blocks of a Partner Success program
- Initial steps and essential due diligence
- Collaborating and sharing customer data with partners
- The role of a Partner Success Manager
- The significance of a Partner portal
- Leveraging customer contact information and campaigns
- Insights into Cisco's 'Lifecycle Advantage' program
- The journey of taking the Partner Success practice global
- Measuring success with Partner Success metrics and KPIs
- The importance of educating partners
- The impact of Partner Success on Cisco's business and the tangible results achieved
Don't miss this in-depth exploration of Partner Success. Whether you're part of a large corporation or a smaller organization, the lessons shared here can apply to your journey towards success. Listen now to gain valuable insights and strategies for enhancing your Partner Success efforts.
Watch the video to find out more! https://youtu.be/V-0pz66DyDw
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Additional Resources
🎥 Video: What is PARTNER SUCCESS?
https://bit.ly/3P3obwV
🎥 Video: Dreamforce 2017 Partner Success Breakout Session Intro
https://bit.
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
In this enlightening discussion, Irit Eizips engages in a conversation with Franziska Fleischer, a visionary leader who spearheaded the transformation of Siemens from on-premise to cloud-based SaaS solutions.
Franziska shares the intricate details of her groundbreaking program, shedding light on the challenges and roadblocks she encountered while ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice for companies looking to embark on their digital transformation journey.
Tune in for a deep dive into the following topics:
- Introduction to Siemens Software and its customer base
- The creation of a customer success program tailored for diverse customer groups
- The transformative impact of the customer success program on the company
- Navigating the path from on-premise to SaaS
- Initial steps in the digital transformation process
- Shifting towards a customer-centric business model
- Customer reactions to the digital transformation
- Crafting a customer journey to gauge account health
- Strategies for accelerating the onboarding process
- Training approaches for Customer Success Managers from varied backgrounds
- Expert recommendations for companies undertaking the transition to SaaS
Don't miss this engaging episode, offering a comprehensive understanding of the journey from traditional software to the SaaS paradigm, complete with real-world insights and actionable advice.
Watch the video to find out more! https://youtu.be/ZSNqGLaGUHw
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Additional Resources:
🎥 Video: Top 10 CSM Skills Hiring Managers Look For
https://youtu.be/-ZMwCxPKrrk
⏬ Download Infographics: The 10 Skills of Highly Effective CSMs
https://bit.ly/3v1KNa7
Books mentioned in the video:
📕 Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, 1st Edition by Nick Mehta
https://amzn.to/3VgrCkD
📕 Digital Hesitation: Why B2B Companies Aren't Reaching Their Full Digital Transformat
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
While we often prioritize products and services, the true key to customer success lies in establishing trust through meaningful customer relationships.
Join us as we sit down with Mohammed Alqaq, a seasoned Customer Success Manager at Crucial Solutions & Services (CSS). Mohammed has crafted a unique framework to ensure effective customer relationship management, which he presents through his Customer Relation Matrix.
In this insightful conversation with Irit Eizips, Mohammed explores how his Customer Relation Matrix, along with his Communication and Outcome Matrix, can address various challenges in customer relationship management. With over 17 years of experience in his field, Mohammed shares the methodologies, matrices, and frameworks he has developed throughout his career.
Tune in to gain invaluable insights into:
- Customer Success in Jordan
- The pivotal role of language in customer success
- Tailor-made frameworks for managing customer relationships
- The unique contributions of the customer relation framework
- The Customer Engagement Governance Framework
- Identifying key stakeholders within an organization
- Strategies for engaging customers to foster healthy customer relationships
Don't miss out on this enriching episode, as it promises maximum learning and a deeper understanding of effective customer relationship management.
Watch the video to find out more! https://youtu.be/hEsCnVSlbME
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Additional Resources
🔗 You may connect with Mohammed via his LinkedIn profile:
https://www.linkedin.com/in/mohammedalqaq/
⏬ Download Mohammed’s Customer Relationship Matrix here ⏬
https://www.csmpractice.com/customer-relationship-matrix-template
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Would you like to know what it took to build an award-winning team from scratch?
In this interview, Claire O’regan, Director of Customer Success at Juro, shares the success strategies in constructing a dynamic award winning team.
Claire was successful in developing an award winning team building framework that would ensure greater employee retention, and ultimately, larger customer success.
The framework that she developed used a step-by-step process that starts from the employee onboarding process and with her 90-day plan, she made sure that employees were well glued to the vision and values of their company.
In addition to Claire, Irit shared some insights into her employee retention and onboarding experiences. So, there’s plenty to learn from this interview.
◾️ Challenges in Hiring a remote team
◾️ How to judge for cultural fit in remote interviewing.
◾️ Onboarding process for the hired team
◾️ Onboarding process framework
◾️ 90 day plan breakdown
◾️ Task assignments after 3 to 4 weeks
◾️ Team values and trusting the process is vital for team success.
◾️ How to reduce Time to First Value Delivered to only 14 days?
◾️ Importance of leading from the front and communicating and supporting the team.
◾️ Recommendations for team building.
Watch the video to find out more! https://youtu.be/hEsCnVSlbME
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Additional Resources:
🎥 Video: The SECRETs to onboarding NEW Customer Success Managers!
https://youtu.be/W04_1HIguF0
🎥 Video: Proving the VALUE of Your CUSTOMER SUCCESS Team
https://bit.ly/3tIj4HF
🎥 Video: 2021 HIGH PERFORMING Customer Success Teams
https://bit.ly/3Hzmsdz
📑 Blog: 10 Traits of High Performing Customer Success Teams
https://bit.ly/3bk3VGt
📑 Blog: Productivity Tips For Customer Success Teams – PART 1
https://bit.ly/3PSLwAi
📑 Blog: Productivity Tips For Customer Success Teams – PART 2
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
In this episode, we delve into the artistry of Customer Management, a skill that cannot be learned in any university but is acquired through years of experience and exceptional communication. Our guest today, Samuel Bringas, the Regional Manager for Customer Success Management at CyberArk in the LATAM and Caribbean regions, shares his remarkable journey from Account Management to Customer Management.
Discover how Samuel navigated the realm of Customer Management with minimal prior customer interaction experience in his enlightening conversation with host Irit Eizips.
Throughout this engaging discussion, Samuel sheds light on various essential topics:
- Samuel's personal journey into the Customer Success field.
- The distinction between Customer Success and Account Management.
- Tips for becoming a successful Customer Success Manager.
- Samuel's initial experience as a Customer Success Manager in a pooled model.
- The secret to achieving outstanding results in the LATAM region.
- Strategies for effectively managing a vast customer base as a CSM.
- Prioritizing customers based on their unique needs.
- Balancing high-priority accounts with others.
- Navigating customer relationships during the pandemic.
- Defining success in the challenging LATAM market.
- Innovative digital campaigns to engage and retain customers
Join us as we explore the art and science of Customer Management with Samuel Bringas, and learn how you can excel as a Customer Success Manager in today's dynamic business landscape. Stay tuned for insights, strategies, and success stories in the world of customer-centricity!
Watch the full video on YouTube: https://youtu.be/G5QTVxI9bf0
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Additional Resources:
🎥 Video: How to achieve success with existing customers?
https://youtu.be/cZ65vblnKeY
🎥 Video: KNOW WHY CUSTOMER VALUE MANAGEMENT IS IMPORTANT
https://youtu.be/u8AqzomEmrY
🎥 Video: Surprising Facts about Working With Companies in Latin America
https://youtu.be/mM0Xt_B3POw
📑 Blog: Proactive Data-Driven Customer Success Engag
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
In this podcast episode, we explore the world of Customer Success Management with Gurprem Sagoo, who was honored as the Customer Success Manager of the Year at the 2022 EMEA Customer Success Excellence Awards in London. With over 8 years of experience in the SaaS industry as a Customer Success Manager at Planhat, Gurprem shares his journey and insights into achieving this prestigious recognition.
Join us as she delves into the story behind Gurprem's success and the challenges he faced along the way. The conversation covers a range of topics, including:
- The role of Gurprem's family background in shaping his career as a CSM.
- Cultivating an award-winning mindset in the field of Customer Success.
- The art of negotiation in customer success management.
- Going above and beyond the call of duty with award-winning initiatives:
- Initiatives benefiting the internal team.
- Initiatives aimed at enhancing the customer experience.
- Initiatives that contribute to the wider Customer Success Community.
- Real-life use cases and customer success stories that inspire.
- The importance of actively participating in and contributing to the Customer Success community.
- Practical recommendations for newcomers to the world of Customer Success Management.
Tune in to gain valuable insights from an award-winning CSM, Gurprem Sagoo, and discover the path to excellence in the field of Customer Success.
Watch the full video on YouTube: https://youtu.be/W_jYST0Re0k
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Additional Resources:
📑Blog: Mitigating churn by integrating Planhat with Salesforce
https://bit.ly/4318ImM
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
https://bit.ly/42Zlthw
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://bit.ly/49xz4za
🎥 Video: 2021 HIGH PERFORMING Customer Success Teams
https://youtu.be/_bGy3xE7mXY
🎥 Video: Want to be CUSTOMER-CENTRIC?
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Join Melisaan Foster, the winner of the Customer Success Rising Star category in the 2022 EMEA CS Excellence Awards, as she sits down with host Irit Eizips to share her remarkable award-winning journey at WorkBuzz.
Get ready to uncover:
Strategies that propelled Melisaan Foster to victory
Career insights, from highs to lows, that shaped her path
The key factors that led to her prestigious award
From CS newcomer to triumphing in the Rising Star category at the EMEA CS Excellence Awards, Melisaan Foster has a wealth of wisdom to impart. Just two years ago, she was navigating uncharted CS territory; now, she's an award-winning trailblazer.
Tune in for a dynamic conversation that offers a glimpse into the extraordinary journey of this true winner — a journey from ground zero to hero. Her story proves that if she can achieve it, you can too!
In this episode, Melisaan delves into:
- Transitioning from internal communications to the CS domain
- Practical steps for establishing a robust customer success program
- Overcoming initial challenges during the crucial first 3 months
- Navigating team growth throughout the transition and roadmap implementation
- Company milestones achieved during Melisaan’s impactful 18-month tenure
- Strategies for refreshing and enhancing customer journeys continuously
- AHA Moments that revolutionized her decision-making prowess
- Feedback and transformative customer impact following new model implementation
- Unveiling her effective Tech Stack and the journey of its discovery
- Crafting a tailor-made VoC (Voice of Customer) and community system
- Valuable recommendations for success metrics that resonate with the audience
Join us on this insightful podcast episode to learn, be inspired, and adopt winning strategies from Melisaan Foster's incredible journey. Your journey from aspiration to achievement starts here.
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Additional Resources:
🎥 Watch: Proving the VALUE of Your CUSTOMER SUCCESS Team
https://youtu.be/tOSHWZOUzZk
🎥 Watch: 2021 HIGH PERFORMING Customer Success Teams
https://youtu.be/_bGy3xE7mXY
🎥 Watch: How should you build a customer COM
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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. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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📌 Visit our Website - CSM Practice 📌 Sign up for our Newsletter
Welcome to our podcast episode where we delve into the world of Executive Business Review (EBR) and Quarterly Business Review (QBR), shedding light on their common misunderstandings and industry misuse. The landscape surrounding these reviews is often clouded by confusion, leaving ample room for ambiguity in their utilization.
In this enlightening conversation with Irit Eizips, we're joined by Marc Troyan, the Director of Customer Success Research at TSIA. Together, we dissect the intricacies that set EBR and QBR apart, unraveling their true essence.
Join us as Marc shares his insights, unveiling the distinct differences between EBR and QBR, while also outlining the pivotal operational metrics that warrant attention for both. This dialogue promises to provide listeners with a profound understanding of the profound impact and utility that both EBR and QBR bring to the table.
Marc's expertise shines further as he imparts valuable guidance on optimizing both EBR and QBR to achieve unparalleled customer success. When executed effectively, these reviews have the power to become pivotal drivers of growth and development for any business.
EBR vs. QBR distinctions under various aspects.
Essential operational metrics for QBRs and EBRs:
➼ Emphasis on lagging over tactical indicators
➼ Implementing Customer Success Journey Maps with Success Plans
➼ Addressing mistakes via discussions and task prioritization.
Delivering value in QBR and EBR.
Executive Alignment for larger clientele.
Recommend: Forge executive-level relationships, gain direct feedback.
EBR structuring:
➼ Avoiding free-form due to sustainability concerns
➼ Clear agenda, customer value, and objectives for EBRs.
Annual EBRs; QBRs as feedback loops with priority on feedback.
Tune in now for a masterclass in harnessing the potential of EBR and QBR for your business's advancement.
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Additional Resources
⏬ Infographics: The Difference between QBR and EBR
https://www.csmpractice.com/qbr-vs-ebr-infographic
⏬ Infographics: The Essential Guide to Quarterly Business Reviews
https://www.csmpractice.com/infographics/qbr
📑 Blog: The Essential Guide to Quarterly Business Reviews
https://www.csmpractice.com/infographics/qbr
📑 Blog: Turning Executive Business Reviews From Good To Great
https://www.csmpractice.com/?s=executive+business+review
📑 Blog: Quarterly Business Review Best Practices
https://www.csmpractice.com/quarterly-business-review-best-practices/
📑 Blog: Hit the Target in your next Business Review
https://www.csmpractice.com/business-review
📑 Blog: How To Capture Business Outcomes During a QBR Meeting
https://www.csmpractice.com/how-
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
Join us in this enlightening podcast episode as Stephen Fulkerson, Vice President of Customer Success Research at TSIA, engages in a thoughtful conversation with Irit Eizips. Explore the intricate world of ethical predicaments within the realm of customer success and discover effective ways to avert unethical conduct.
In this episode, you'll delve into:
- Real-life instances illustrating prevalent ethical dilemmas encountered in customer success.
- Valuable insights on how Customer Success Managers (CSMs) can effectively navigate through ethical challenges.
- Strategies and approaches for mitigating and preventing unethical behaviors in the pursuit of upsell revenues.
Tune in to gain a deeper understanding of the ethical landscape in customer success and equip yourself with the knowledge to foster a responsible and trustworthy approach in your professional journey.
Watch the full video on YouTube: https://youtu.be/YjbOhJWqrd4
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Additional Resources
📑 Blog: 3 Ethical Dilemmas in Customer
https://www.tsia.com/blog/3-ethical-dilemmas-in-customer-success
📑 Blog: Importance of Customer Communication for Customer Success
https://www.csmpractice.com/customer-communication-for-customer-success
📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://www.csmpractice.com/who-should-own-the-renewals-and-upsells-sales-or-customer-success/
🎥 Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Manager
https://youtu.be/JiNO5V_35Z8
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
https://youtu.be/18xNjmyA6Q0
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
Join us for an enlightening podcast discussion as we explore the path to achieving superior customer success through product-centricity. Are you wondering how to align customer success with your products and create a customer-driven, customer-oriented, and customer-focused approach? Can customer centricity truly be accomplished without causing disruption for your development and sales teams?
In this episode, we engage in a thought-provoking conversation with Alex Farmer, Founder of Customer Success Excellence - The Customer Success Awards. Alex recently developed a groundbreaking framework that offers a roadmap for businesses to achieve customer-focused products. By adopting a customer-centric approach, he successfully aligned customer success with the product lifecycle.
During the discussion, we'll explore the following key topics:
- A brief introduction to the framework - Optimizing product roadmap lifecycle with Customer Success.
- The driving force behind Alex Farmer's creation of a customer-centric product roadmap.
- Identifying and overcoming roadblocks and challenges in implementing this innovative framework.
- Strategies for removing friction in the customer journey to enhance overall success.
- Understanding the rationale behind giving 50% share to Quarterly Roadmap Prioritization.
- The significance of Monthly Enhancements Request Review and why all bugs aren't treated equally.
- Step-by-step guidance on how to effectively implement Alex's customer-centric framework, involving engaging the product team, leveraging the arena, and sharing data insights.
Don't miss this compelling episode, where we delve into the realm of customer centricity in a product life cycle and seek answers to the most pressing questions from an industry expert. Plus, stay tuned for a critique of the framework on LinkedIn, offering additional insights and perspectives!
Watch the full video on YouTube: https://youtu.be/Nk7gwqvsdpA
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Additional Resources
⏬ Download Alex Farmer's Slides: Optimizing Product Roadmap Lifecycle with Customer Success
https://www.csmpractice.com/product-roadmap-lifecycle
🎥 Video: Want to be CUSTOMER-CENTRIC?
https://bit.ly/3cmfDk0
🎥 Video: How to Be a Customer-Centric Organization
http://bitly.ws/cUAA
🎥 Video: ROADMAP To Becoming a CUSTOMER-CENTRIC Organization
http://bitly.ws/cUB8
🎥 Video: CUSTOMER SUCCESS Impact on PRODUCT ROADMAP
https://bit.ly/3yJXm82
⏬ Infographic: 8 Key Steps in Becoming a Customer-Centric Organization
https://www.csmpractice.com/customer-centric-infographic
📑 Read: Becoming a Customer-Centric Organization
https://bit.ly/33Dj795
📑 Read: Building a Product Roadmap & Why Customer Success Input Is Valuable
https://bit.ly/3cczGRX
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
Discover valuable insights and strategies to enhance your Customer Success journey in this power-packed podcast episode! If you're a Customer Success professional tasked with upgrading customers to newer technology versions and seeking a more efficient and scalable approach, this episode is tailor-made for you.
Join Yair Bortinger, the recipient of the prestigious 2022 CS Excellence Awards for Best Use of Technology, as he takes us through his remarkable journey of upgrading hundreds of unmanned accounts in less than three weeks, single-handedly!
During this episode, Yair will delve into the following key points:
- The urgent challenges he encountered and resolved throughout the process.
- The transformative impact of leveraging technology across the entire company.
- The step-by-step process he implemented to upgrade numerous customers without requiring an extensive CSM team.
- Proven tips for ensuring a high level of digital customer engagement during software version upgrades.
- The pivotal role played by a customer portal in this initiative, along with a comprehensive tool demonstration showcasing the configuration of the tech stack.
If you're eager to learn from an industry expert and optimize your customer technology upgrades, don't miss this enlightening podcast episode with Yair Bortinger!
Watch the full video on YouTube: https://youtu.be/YuvqG-ZiLWY
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Additional Resources
🎥 Video: How to Ensure Success and Avoid Churns Through USER ADOPTION
https://bit.ly/3OpMnqs
🎥 Video: How to Increase Product Adoption with Email Campaigns
https://bit.ly/3nA9Tpp
🎥 Video: How to Leverage Usage Data to Improve Product Adoption
https://bit.ly/3benOyw
🎥 Video: Customer Success SOFTWARE IMPLEMENTATION Best Practices
https://bit.ly/3Gc1Vex
📑 Blog: How to Implement Customer Success Software
https://bit.ly/3yf9WMk
📑 Read: How to get your Customer Success Tech Stack in Order
https://bit.ly/3yFqkXX
⏬ Download: Technology Stack for Customer Success
https://www.csmpractice.com/customer-success-software-technology-stack
⏬ Download: Customer Success System Assessment
https://www.csmpractice.com/customer-success-system-assessment
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
Join us for an insightful podcast episode featuring Guy Rahamim, the remarkable runner-up in the Rising Star CSM category at the prestigious 2022 CS Excellence Awards in London.
In this interview, Guy shares his inspiring journey as a Customer Success Manager, highlighting how he achieved outstanding results despite having no prior experience in the field.
During our conversation with Guy, he delves into several key topics:
- The significance of building meaningful personal connections and demonstrating empathy to excel as a CSM.
- The data’s crucial role in substantiating claims and presenting data as factual in the customer success domain.
- How optimizing customer onboarding, collaborating with the product team, and celebrating customer achievements contributed to being shortlisted as a finalist for the Rising Star CSM award in 2022.
- In a remarkably short time, he has achieved outstanding success in various areas, including driving customer expansion, aligning perspectives on data, and spearheading initiatives for the CS community, earning him the prestigious runner-up award for Rising Star.
Tune in to this episode to gain valuable insights and be inspired by Guy's exceptional journey in the realm of Customer Success Management.
Watch the full video on YouTube: https://youtu.be/YuvqG-ZiLWY
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Additional Resources
📑 Blog: Customer Success Career Development
https://bit.ly/3aEeLaf
📑 Blog: What is a Customer Success Manager?
https://bit.ly/3OnMgLT
📑 Blog: The Magic of Cross-Functional Communication in Customer Success
https://bit.ly/3aCZ82T
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3AQHJhH
🎥 Video:What is a Customer Success Manager?
https://bit.ly/3AOhEQt
🎥 Video: Customer Success Manager (CSM) CAREER PATH
https://bit.ly/3uODQGh
🎥 Video: CUSTOMER RELATIONSHIP MANAGEMENT: Relationship Scoring
https://bit.ly/3ASx6Ls
🎥 Video: Scoring Customer Relationships using Salesforce
https://bit.ly/3PdUdUY
⏬ Infographic: The 10 Skills of Highly Effective CSMs
https://www.csmpractice.com/job-skills-infographic
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://www.csmpractice.com/csm-profiles-infographic
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
Join me in this captivating podcast episode where I sit down with Avner Baruch, Director of SMB Sales Operations and Enablement at Rapyd, to delve into the realm of CS Operations and its profound impact on the performance of Customer Success Managers (CSMs). Together, we explore a range of critical topics:
- Discover the diverse responsibilities of a CS Operations team, encompassing customer data analysis, company strategy, system management, and resource allocation.
- Uncover the optimal timing for establishing a Customer Success Operations function, taking into account company size, customer volume, and the size of the CSM team.
- Gain valuable insights on hiring strategies for CS Operations, considering the skills and capabilities of potential team members based on your organization's specific needs and priorities.
- Understand the importance of using Key Performance Indicators (KPIs) to assess the success of CS Operations and their impact on account handling and performance.
- Learn how implementing the Objective & Key Results (OKR) framework enables strategic achievement tracking, identification of gaps, and the development of innovative ideas.
- Explore strategies to maximize CS Operations performance by assessing current strategies and utilizing the CS Operations maturity model assessment to drive ongoing evolution.
Join us for this dynamic podcast episode filled with practical knowledge and valuable advice on leveraging CS Operations to elevate the performance of your Customer Success team. Get ready to unlock the potential for enhanced customer success and organizational growth
🎥Dive into the full video here: https://youtu.be/lnft5ymVJiI
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Additional Resources
📑 Blog: The Beginners Guide to Scaling Customer Success
https://www.csmpractice.com/how-to-scale-your-customer-success-team/
🎥 Video: When and how to set up your CS Operations
https://bit.ly/3ONLEQa
🎥 Watch this video: Maturity Model for Customer Success
https://bit.ly/3Iagctb
⏬ Download: Customer Success Operations Maturity Scoring Model
https://www.csmpractice.com/cs-ops
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
In this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently.
Join me with Anika Zubair, the co-founder of CSM LDN, to uncover Anika's approach to developing a customer success plan process and strategy for her team. Here are the key highlights:
- A Success Plan, similar to a project plan, outlines essential steps and strategies for achieving customer outcomes.
- Even in a pooled CSM model, a lighter version of the traditional Success Plan can be utilized effectively.
- Defining key initiatives and measurable success indicators is crucial for specific use cases.
- CSMs gain valuable feedback from customers by reviewing proposed success plans.
- Regular reevaluation of the success plan strategic framework is necessary.
- Leading and lagging indicators are instrumental in assessing the success plan's effectiveness.
- Success plans empower CSMs to reach their goals and deliver valuable customer services.
- CS team leaders must communicate goals, strategies, and deadlines strategically to evaluate the efficacy of the success plan process.
Join us as we delve into the world of customer success management and learn from Anika Zubair's expertise on developing effective success plans. Discover how these plans can optimize customer satisfaction and drive business growth.
🎥 Dive into the full video here: https://youtu.be/4jZgcAFP9HE
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Additional Resources
🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CS
https://bit.ly/3z20P3a
🎥 Video: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLAN
https://bit.ly/3PseN3w
🎥 Video: How to create SUCCESS PLANS that don't SUCK
https://bit.ly/3xe7FAf
📑 Blog: How to Develop an Effective 90-Day Customer Success Plan
https://bit.ly/3wUFqI2
📑 Blog: Designing a Profitable Customer Success Framework
https://bit.ly/3yke4uA
📻 The Customer Success Channel Podcast
https://open.spotify.com/show/7LMspDJki3OgkxJMlByB8H
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
In this episode, we delve into the fascinating world of user adoption with our special guest, Jason Whitehead, Co-Founder at Success Chain. Jason's vast experience in user adoption plans makes him the perfect match for our discussion on the application and significance of user adoption for any company.
Join us as we explore the realm of user adoption successes, facilitation techniques, expectations, and potential improvements. One particularly intriguing aspect we touch upon is the crucial relationship between Customer Success Managers (CSMs) and the user adoption plan. Discover the interesting role CSMs play in facilitating customer success and satisfaction.
During our interview, Jason covers a wide range of topics related to user adoption:
- User Adoption Responsibility: We explore who is responsible for adoption and how customers can benefit from the company. We also discuss the desired level of customer control in the adoption process.
- Factors Affecting Buyer User Adoption Responsibility: We examine the role of vendors in assisting buyers, the impact of implementation costs, and the achievements associated with successful adoption.
- User Adoption Strategy: Discover effective methods, methodologies, responsibilities, and success criteria for increasing user adoption.
- Expectations of Implementing User Adoption Strategies: We investigate buyer expectations regarding leveraging software user adoption for business progress and the impact of a well-executed adoption plan on overall business outcomes.
- User Adoption Analysis: Understand the importance of timing and frequency in analyzing user adoption within a company.
- Recommended Tools for User Adoption: Explore the benefits of using videos and project plans to drive user adoption and support successful software adoption for buyers.
Tune in to this enlightening episode to gain valuable insights into the world of user adoption and its significance in today's business landscape.
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Additional Resources
🎥 Watch: User Adoption Strategies & Tactical Advice for Customer Success
https://bit.ly/3tPOSuo
🎥 Watch: How to Ensure Success and Avoid Churns Through User Adoption
https://bit.ly/3OpMnqs
🎥 Watch: USER ADOPTION Research Insights | Podcast Overview
http://bitly.ws/hwm4
🎥 Watch: Overcoming Technology ADOPTION Challenges
https://bit.ly/3kCf2Mq
🎥 Watch: How to Leverage Usage Data to Improve PRODUCT ADOPTION
http://bitly.ws/hZDc
📑 Read: How to Accelerate And Sustain High Software User Adoption
https://bit.ly/3zxnUdd
⏬ Download: Technology Stack for Customer Success
https://www.csmpractice.com/customer-success-software-technology-stack
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
In this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Customer Success Team at Take Blip, a renowned company with over 2000 employees.
Sharon has accomplished remarkable feats, rapidly building her CSM team while achieving unparalleled customer satisfaction and an impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process!
Join us as Sharon openly shares her innovative CSM onboarding framework and unveils the contributing factors behind her team's remarkable achievements. In this episode, you'll discover:
- The essential qualities of a successful CSM team: proactivity, predictability, problem-solving orientation, and a focus on customer data.
- The importance of allowing sufficient time for new CSMs to adjust during the onboarding process.
- Strategies for making impactful CSM hires, including the need for excellent communication skills and expertise in your product or technology.
- The significance of adaptability in a team leader, enabling them to stay competitive amidst industry changes.
Tune in to gain valuable insights and practical tips from Sharon Zanandrais, and learn how to set your CSM team on the path to unprecedented success. Get ready to unlock the full potential of your customer success initiatives in this enlightening podcast episode!
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Additional Resources
🎥 Video: Proving the VALUE of Your CUSTOMER SUCCESS Team
https://bit.ly/3tIj4HF
🎥 Video: 2021 HIGH PERFORMING Customer Success Teams
https://bit.ly/3Hzmsdz
📑 Blog: 10 Traits of High Performing Customer Success Teams
https://bit.ly/3bk3VGt
📑 Blog:Productivity Tips For Customer Success Teams – PART 1
https://bit.ly/3PSLwAi
📑 Blog: Productivity Tips For Customer Success Teams – PART 2
https://bit.ly/3z42y8l
⏬ Infographic: 10 Traits of Highly Performing Customer Success Teams
https://www.csmpractice.com/customer-success-team-performance-infographic
⏬ Research results: High Performing Customer Success Teams
https://www.csmpractice.com/customer-success-team
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and Infographics Thanks for listening!
In this podcast episode, join Binah's Director of Customer Success, Nir Cohen, as he dives into the world of customer success in SDK companies.
Discover how CSMs (Customer Success Managers) play a crucial role in guiding customers towards success with their SDK solutions.
Nir shares valuable insights and strategies, including:
Leveraging metadata collected from device activations and measurements of SDK services to predict trends and identify customer challenges in navigation.
Exploring the difficulties faced by SDK companies in maintaining high-touch relationships with customers due to limited usage data availability.
Gaining a deep understanding of customer needs and addressing them effectively and objectively.
Harnessing the power of Customer Success software to enhance engagement and implement successful strategies.
Coaching CSMs on effective communication skills to improve customer retention and satisfaction.
Maintaining regular contact with customers, monitoring project progress, and organizing meet-ups, both physical and virtual, to ensure customer success is achieved.
Tune in to this insightful podcast episode to gain a comprehensive understanding of customer success in the world of SDK companies and learn how to empower your customers with effective strategies.
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Additional Resources
🎥 Watch: Defining the Customer’s Desired Outcome Using CUSTOMER DATA
https://bit.ly/3b8zZgp
📑 Read: Building a Proactive Data-Driven Customer Success Engagement
https://bit.ly/3Or0bB7
🎥 Watch: Customer Success – DATA, METRICS, and KPIs
https://bit.ly/3b3x20g
🎥 Watch: How to Leverage Usage Data to Improve PRODUCT ADOPTION
https://bit.ly/3benOyw
🎥 Watch: Overcoming Technology ADOPTION Challenges
https://bit.ly/3y6YW4U
🎥 Watch: Data-Driven EXPANSION SELLING Strategy Framework
https://bit.ly/3bgbpKw
⏬ Infographics: Top 5 Tips for SDK Customer Success
https://www.csmpractice.com/sdk-infographic
⏬ Infographics: Customer Tips for Customer Success in SDK Software
https://www.csmpractice.com/customer-success-sdk-software-infographic
⏬ Download: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://www.csmpractice.com/expansion-selling-ebook/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In this podcast episode, join us as we delve into the expanding market of Latin America and discover the immense opportunities it presents for software companies to scale up and expand their business. Our guest, Guillermo van Cruysen, a successful Customer Success Manager at FloQast with extensive experience working with Latin American clients, takes us on a detailed journey of how to effectively work with LATAM clients.
Guillermo shares his wealth of knowledge and strategies for managing LATAM portfolios, capturing the attention of Latin American clients, and ultimately winning them over. He dives deep into the factors that shape successful interactions with clients in Latin America, exploring topics such as the importance of language in forging personal connections, understanding cultural differences, and establishing meaningful relationships.
Throughout the episode, Guillermo covers various crucial aspects of engaging with customers in the Latin American market:
✔ The role of language in forging personal connections with clients from Latin America.
✔ Cultural differences
✔ Why establishing a personal connection with clients from Latin America is important
✔ How to actively engage customers in the Latin American market.
✔ Flexible agenda is key for customer meetings in LATAM
✔ Versatility and open-mindedness when engaging with LATAM clients.
✔ Language to use in written content and communication
✔ Priorities considerations in localizing written content
✔ Defining a regional strategy for working with customers in Latin America
If you're looking to expand your business in Latin America or enhance your understanding of working with clients in the region, this episode offers a comprehensive guide. Tune in as Guillermo helps you define a regional strategy for working with customers in Latin America, equipping you with the knowledge and tools to succeed in this thriving market.
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Additional Resources
🎥 Watch: What is Customer Success like in Brazil
https://youtu.be/U5EEs2Nzvqw
🎥 Watch: Importance of Customer COMMUNICATION for CUSTOMER SUCCESS
https://youtu.be/2FMRvh9RJZU
🎥 Watch: Why Active Listening is important
https://youtu.be/RyQE6YYCr_c
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Discover the secrets to enhancing customer experience and driving success in customer-oriented companies through the power of process improvement.
Join Pedro Candelas, in this exclusive podcast episode as he delves into the world of process optimization and continuous improvement.
In this insightful discussion, Pedro covers various topics on Process Improvement, including:
◾️Introduction: Learn more about Pedro Candelas, his Industrial Engineering background, and how it has influenced his skill in managing process improvement.
◾️Lean Customer Success Organization: Explore the significance of continuous process improvement, focusing on activities that add value, maintaining objectivity, and eliminating non-value-adding tasks.
◾️Steps to Eliminate Wastage: Learn effective strategies for addressing valueless issues in business process improvement, such as delays, over-processing, unnecessary movements, errors, and customer overload.
◾️Impact of Internal Process Improvement on Customer Experience: Discover how implementing Lean process improvement within a company contributes to creating value for customers.
◾️Elevating NPS through Improved Customer Processes: Understand the importance of internal management and collaboration, as well as objective assignment per process requiring improvement.
◾️Continuous Process Improvement: Uncover the benefits of breaking down processes, objective assignment, and monitoring progress to achieve ongoing process improvement.
◾️Applying Lean Process Improvement to Customer Experience: Learn how to identify value-adding, valueless, and business value-adding activities, allocate sufficient time, map the project, and document the future state in comparison to the current state.
◾️Successes: Explore the positive outcomes of continuous process improvement, including streamlined onboarding processes, enhanced customer retention, and reduced software utilization.
◾️Process Improvement Skills: Discover how continuous improvement practices contribute to better retention, efficient app management, and optimized processes.
Unlock the potential of process improvement and revolutionize your approach to customer success. Join Pedro Candelas in this eye-opening episode and take your customer experience management to new heights.
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Additional Resources:
⏬ Infographic: Fundamental Steps to Creating Powerful Customer Success Processes
https://www.csmpractice.com/process-documentation-infographic
⏬ Download: Process Documentation and Reengineering in Customer Success
https://www.csmpractice.com/process-documentation-guide
🎥 Watch: When, Why, and How Should You Rebuild Your Customer Success Practice:
https://bit.ly/3NDvd86
🎥 Watch: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLAN
https://bit.ly/3I8FlVa
🎥 Watch: How to OPTIMIZE Your CUSTOMER SUCCESS Strategy
https://bit.ly/3uhJXTf
🎥 Watch: How to OPTIMIZE Your RENEWAL PROCESS
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Experience the dynamic world of Customer Success in Brazil as we delve into the insights of renowned industry expert Hiram Damin, recognized as one of the top Customer Success thought leaders for 2021.
Join us in this captivating podcast episode where Hiram Damin, an accomplished consultant who has provided guidance to over 100 companies in Brazil, shares his wealth of knowledge. His impactful contributions extend to the publication of a Portuguese book on Customer Success, which has achieved remarkable success with over 2000 copies sold.
Explore the thriving landscape of technology companies in Brazil, fueled by substantial investments in the Latin American market. With the exponential growth of startups, it comes as no surprise that many technology-driven enterprises in LATAM are adopting customer success methodologies.
Notably, Brazil has produced an impressive number of thought leaders featured in the prestigious top 100 customer success strategists list curated by Success Hacker.
During this enlightening episode, Hiram delves into the plethora of resources available to individuals seeking to enhance their understanding of customer success within Brazil. Furthermore, he provides valuable insights into the preferred technology tools favored by Customer Success Managers (CSMs) across LATAM. Lastly, Hiram sheds light on the unique aspects of Customer Success management culture in Brazil.
Don't miss out on this insightful episode! Join us now to gain a comprehensive understanding of the evolving landscape of Customer Success in Brazil.
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Additional Resources
🧑🤝🧑 Portuguese Customer Success Community
https://www.linkedin.com/groups/12657593/
🎥 Video: Top 200 Customer Success THOUGHT LEADERS - 2021 Trend Analysis
https://bit.ly/3on854n
🎥 Video: What is a Customer Success Manager?
http://bitly.ws/cUzm
🎥 Video:Top Customer Success Trends to Keep Up with in 2022
https://bit.ly/3vYAboS
🎙 Podcast: Reter-e-Creser
https://open.spotify.com/show/7CPs0ZQif5QJy7bn88rV1Z
🎙 Podcast : Cliente Cast
https://open.spotify.com/show/3i2PX9I7X5fObTzJCIUbRY
🛒 Get Hiram Damin's Book:
Customer Success: O sucesso das empresas focadas em clientes
https://amzn.to/3F6XgtL
📒Customer Success Blogs:
https://resultadosdigitais.com.br/marketing/o-que-e-customer-success/
📌 Customer Success Academy:
https://www.csacademy.com.br/o-que-e-customer-success
📌CustomerX Customer Success:
https://customerx.cx/
📌SenseData:
https://www.sensedata.com.br/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Looking to monetize your Customer Success services? Or maybe you already do and want to improve your strategies? Either way, you won't want to miss this podcast episode!
Join Adi Aloni, VP of Customer Success at Folloze, as she shares her expertise on creating successful customer success packages.
In this podcast episode, you'll get an inside look at:
◽️ Pricing levels of different packages for Folloze's Customer Success
◽️ Step-by-step overview of the customer success packages creation process
◽️ Handling pushback from customers when you first monetize and launch your new customer success packages
◽️ How to avoid a pushback from your SALES team when you monetize your customer success
◽️ Key components to add to your Customer Success packages to ensure customer value and high opt-in rates
Don't miss out on this must-listen episode!
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Additional Resources
📑 Blog: Charging for Customer Success Services
https://bit.ly/39inJsw
🎥 Video: Should You CHARGE for CUSTOMER SUCCESS?
http://bitly.ws/cUy8
🎥 Video: How should you CHARGE for CUSTOMER SUCCESS?
http://bitly.ws/cUAn
⏬ Download this Cheat Sheet: Step-by-Step Guide on How to Approach Charging for Customer Success:
https://bit.ly/3o6rDZy
📚 Donna Weber: Onboarding Matters
https://www.amazon.com/Onboarding-Matters-Successful-Companies-Transform-ebook/dp/B091BH8SZ1
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In this podcast episode, Sean Ruane, the CEO and Founder of Mind Data, discusses the importance of handling technical issues in a timely and effective manner to maintain a positive relationship with customers. He provides valuable insights for customer success managers (CSMs) on how to handle such issues.
This episode covers the following topics:
Code Red Situations - unexpected or technical issues that can cause service failures and impact customer success.
Advice to Companies Facing Technical Issues - CSMs must keep customers informed about the situation and provide insights into the resolution progress.
Internal Collaboration - CSMs should work with product and engineering teams to understand the technical issue and communicate the current efforts being invested to solve the problem.
Handling Delays in Solving Technical Issues - CSMs should remain honest with customers, provide timely updates, and invite cross-functional team members or senior officers to calls with affected customers to demonstrate the company's commitment to resolving the issue.
Developing a Resolution - CSMs should communicate with customers about the progress at each stage of the resolution process.
After a Solution Deployment - CSMs should perform a debrief with customers and prepare a report on the technical issue after finding a solution.
Tune in to this podcast episode to learn more about how to handle technical issues and maintain a positive relationship with customers.
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Additional Resources
⏬ Infographic: Handling Code Red Customer Situations
https://www.csmpractice.com/technical-issues
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3bcL4wY
🎥 Video: Top 10 CSM Skills Hiring Managers Look For
https://bit.ly/3bjlciZ
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
This podcast episode introduces 'CS Ladies,' an online community dedicated to empowering women working in the field of Customer Success.
The community was co-founded by Diana Rubine, Founding Member & Initiator of CS Ladies, and other powerful women in Customer Success.
This video is not only about Diana’s career journey, but also about how she co-founded ‘CS Ladies’. It is also about what life taught her and that to have a thriving business career:
◾️ CS Ladies need to come together and form alliances where they can support each other as they strive for women empowerment in the field of Customer Success and compete with the male-dominated industry.
◾️ To become more established, women in CS must stand firm and express themselves fearlessly and offer their opinions whenever they have the chance to, and thus help cement their positions.
◾️ Sharing experiences among themselves encourages women that their problems are not unique to them, but are similar to those of other successful women.
◾️ Women in CS should share their knowledge and personal experiences to help develop an identity of tough and resilient individuals who can face any challenge.
◾️ Combatting negative thoughts and self-doubt in the market to enhance the success and development of CS Ladies.
◾️ The cohesion and togetherness of women in the industry make them a formidable force.
Listen to the full episode now!
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Additional Resources
🎥 Watch: Tips: Building an ONLINE COMMUNITY
https://bit.ly/3OBuhSG
🎥 Watch: How should you build a customer COMMUNITY
https://bit.ly/3HJ0jcV
🔗 CS LADIES LinkedIn Page
https://bit.ly/3y9Ii4m
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
During this podcast episode, Rapyd's Director of SMB Sales Ops & Enablement, Avner Baruch interviews Irit Eizips on her insights on the significance of customer success as a function and strategy for businesses.
The conversation touched on topics such as the evolution of customer success and how educating the industry on its practices played a crucial role during its early stages.
Additionally, they explored the distinction between customer success as a function and strategy, and why it is particularly relevant for organizations that rely on subscription-based models.
◽️ The evolution of customer success as a function
◽️ The relevant functions of a CSM
◽️ How to create a system and new strategy to fight churn
◽️ Insights on how to transition a support approach from a reactive to proactive
◽️ How to adapt customer success as a methodology to make products and contract negotiations to be more customer-centric
◽️ The overall business goals of customer success as a cross-functional methodology
◽️ The main factors that allow a CSM or an account manager to identify customers at risk.
◽️ The key reasons behind customer churn
◽️ Core functionalities for customer success as a function and a role
◽️ How to manage expectations when delivering self-service products
◽️ About creating specialized roles
◽️ Considering CS Packages, and monetization of Customer Success
◽️ Perspectives on separating the Customer Success Function into CSM and account management
If you're interested in learning more about customer success and how it can benefit your business, be sure to watch this episode now!
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Additional Resources
📑 Blog: Customer Success Career Development
https://bit.ly/3LGqRff
🎥 Video: Hiring the right customer success managers
https://bit.ly/38SJLSV
🎥 Video: Getting your FIRST CSM (Customer Success Manager) Role
https://bit.ly/3lOZdST
🎥 Video: From ACCOUNT MANAGER to Customer Success Manager (CSM)
https://bit.ly/3sY8nAs
🎥 Video: ACCOUNT MANAGERS vs. Customer Success Managers (CSM's)
https://bit.ly/3a32H1F
🎥 Video: Leadership EXPECTATIONS From The Customer Success Function
https://bit.ly/39X2Pzz
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In this podcast episode, Jason Noble, VP Global Customer Success at Vinli, shares his expertise on how organizations can become more customer-centric and ensure that clients are always a top priority in all company processes, operations, philosophy, and mission.
Jason explains the importance of a customer-centric strategy in creating a positive customer experience for optimal customer satisfaction. He also addresses common questions such as:
What customer centricity is?
What are the typical issues non-customer-centric companies face, and
How to overcome the challenges in implementing a customer-centricity strategy.
If you're wondering how your organization can become more customer-centric, this episode is a must-lisen. Learn from Jason's experience and expertise in moving companies towards a customer-centric approach.
Don't miss out on the valuable insights and tips shared in this episode!
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Additional Resources
📑 Blog: Becoming a Customer-Centric Organization
https://www.csmpractice.com/becoming-a-customer-centric-organization/
🎥 Video: How to Be a Customer-Centric Organization
http://bitly.ws/cUAA
🎥 Video: Becoming a customer-centric organization: The roadmap [Webinar]
http://bitly.ws/cUB8
🎙 Podcast: The Jasons Take on... Designing & Implementing Customer Success Strategies In Complex Organizations featuring Irit Eizips:
https://bit.ly/3LsRchv
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In this podcast episode, Richard Harris shares some valuable insights on the essential sales skills that can help boost the success of customer success teams.
As a customer success manager, it's crucial to have a solid understanding of these skills to ensure your team's effectiveness in driving customer satisfaction and loyalty.
During this session, you'll learn:
- How sales skills can be applied to customer success
- What sales skills are relevant to customer success managers
- When would be the best time to have sales training for your customer success team
So, if you're looking to enhance your customer success skills and take your team's performance to the next level, this episode is a must-listen.
Tune in to the full episode and discover the secrets to delivering exceptional customer experiences through the power of sales skills.
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Additional Resources
📑 Blog: Importance of Customer Communication for Customer Success
https://www.csmpractice.com/customer-communication-for-customer-success
📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://www.csmpractice.com/expansion-selling-a-proactive-data-driven-strategy-framework/
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
http://bitly.ws/cUAm
🎥 Video: SALES vs. CUSTOMER SUCCESS — Account Ownership
http://bitly.ws/cUAL
🎥 Video: Increasing UPSELL Revenues with CUSTOMER INTELLIGENCE Tools
https://bit.ly/3E9Y4hd
🎙 Podcast: The Surf and Sales: Modern Customer Success with Irit Eizips
https://bit.ly/3kt04rR
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the 𝐌𝐮𝐥𝐭𝐢-𝐟𝐚𝐜𝐞𝐭𝐞𝐝 𝐂𝐒𝐌 model, which outlines essential skills that CSMs should possess, such as:
- solid customer-facing experience
- Proactiveness
- effective communication skills
- empathy
- and the desire to make customers successful.
Additionally, he identifies four CSM profiles based on experience and characteristics required for his team:
- The "𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐫,"
- The "𝐃𝐚𝐭𝐚 𝐚𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬"
- The "𝐃𝐨𝐦𝐚𝐢𝐧 𝐞𝐱𝐩𝐞𝐫𝐭/𝐓𝐫𝐮𝐬𝐭𝐞𝐝 𝐀𝐝𝐯𝐢𝐬𝐨𝐫," and
- The "𝐍𝐞𝐠𝐨𝐭𝐢𝐚𝐭𝐨𝐫"
By listening to this episode, you will learn about the entire framework and gain insights into questions to ask when hiring each of the CSM profiles introduced in this model. Guy provides helpful tips on creating different customer success manager profiles, making the CSM hiring process more efficient and effective, and finding the right people for your team from traditional places.
If you are building a customer success team, this episode is a must-listen to improve your capacity planning and hiring process.
Listen to the full episode now!
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Additional Resources
📑 Blog: The Multi-Faceted CSM
https://bit.ly/3tubfp6
📑 Blog: 10 Tips For Onboarding a New CSM
https://bit.ly/3LVo95N
📑 Blog: What is a Customer Success Manager?
https://bit.ly/3t1YnGg
📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://bit.ly/3M1QpDQ
🎥 Video: Steps in hiring the right customer success managers
https://bit.ly/38SJLSV
🎥 Video: HIRING HACKS: Customer Success Managers
https://bit.ly/38weogS
🎥 Video: Recent trends in HIRING Customer Success Managers (CSM's)
https://bit.ly/38Xb9Px
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Documenting a business process can take many forms. However, coming up with a consistent approach to process documentation brings about many benefits for CS Ops managers.
Pedro Candelas, Senior Customer Success Operations Manager at Elastic, is a former industrial engineer. Before becoming a CS OPS manager, he accumulated a decade of professional experience in documenting and optimizing business processes.
Pedro discussed how he documents customer success processes in this podcast. He shares examples, critics workflow diagrams, and shares his own template which can be downloaded below.
Check out the conversation:
◾️ Process documentation Definition
◾️ Process documentation best practices
◾️ Step by step on documenting the process
◾️ Process documentation templates
◾️ Difference between business process and system process
◾️ Who is accountable for approving the Process Documentation once completed
◾️ Next steps when the process documentation is finalized
◾️ How to make new processes get adopted
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Additional Resources
📑 Read: Productivity Tips For Customer Success Teams – PART 1
http://bitly.ws/s62b
📑 Read: Productivity Tips For Customer Success Teams – PART 2
http://bitly.ws/s625
🎥 Video: Scaling Customer Success with PRODUCTIVITY TOOLS
http://bitly.ws/s62n
⏬ Download: Process Documentation and Reengineering in Customer Success
https://bit.ly/3xR5oN3
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
With an impressive background in luxury and heritage retail, Jennifer Yoder decided to transition into the world of software as a Customer Success Manager at Crave Retail. There is so much to learn from her insights about retail and Customer Success.
In this podcast episode, Jennifer explains how Customer Success is manifested in retail and how these practices can be applied to a SaaS or a software company.
According to Jennifer, Customer Success exists in retail and emphasizes that SaaS companies can leverage the soft skills gained from luxury retail.
Watch this episode, Irit asks Jennifer about:
Transferable skills, experience, and methodologies
How much information is needed about the client, and how to acquire it
The importance of cross-functionally in these environments
Courses, tools and other resources that will come in handy
This episode is a comprehensive resource for retail professionals looking to transition into Customer Success.
Listen to the full podcast episode now!
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Additional Resources:
📑 Blog: Customer Success Career Development:
https://www.csmpractice.com/customer-success-career-development/
🎥 Video: Steps in Hiring the Right CSM (Customer Success Manager)
https://www.youtube.com/watch?v=yvkihrENs28&t=0s
🎥 Video: Hiring a First-Time Customer Success Manager
https://www.youtube.com/watch?v=-dOY0FYqjpY&t=0s
🎥 Video: 2021 Customer Success Manager Salary Trends
https://www.youtube.com/watch?v=6mtxTuDGfNE&t=0s
⏬ Download this Infographic: Four Key CSM Role Profiles you want to hire for!
https://www.csmpractice.com/hiring
⏬ Infographic:The 10 Skills of Highly Effective CSMs
https://www.csmpractice.com/job-skills
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
When seeking employment as a Customer Success Manager (CSM), it's important to possess a specific set of skills that would enable one to excel in the role. Hiring Managers typically look for candidates who display these skills.
During this podcast episode, the CEO & Founder of Mind Data, Sean Ruane highlighted several key skills as being critical for CSMs.
Effective communication is a major skill that CSMs must possess to succeed.
Another skill that would impress the hiring manager is authenticity. Authenticity is more than just honesty. It is about being real and being your true self and is.
Next essential skill for a CSM is proactivity since they have to look at the wider picture and beyond that.
Also, crucial on the part of a CSM are high levels of curiosity, adaptability, organization, and readiness for changes in customer priorities.
Additionally, CSMs must be able to identify trends and outliers, hence the need for the ability to analyze data.
So, if you're considering a career in Customer Success, it's essential to possess these skills and be able to employ all these skills simultaneously because these are the skills that employers are looking for in potential candidates.
Listen to the full episode now!
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Additional Resources
📑 Read: Customer Success Career Development
https://bit.ly/3LGqRff
📑 Read: 3 Interview Tips for Hiring Customer Success Managers
https://bit.ly/3M1QpDQ
🎥 Watch: HIRING a FIRST-TIME Customer Success Manager (CSM)
https://bit.ly/3tM4v6e
🎥 Watch: Four Key CSM Role Profiles you want to hire for!
https://bit.ly/3z8SICj
🎥 Watch: INTERVIEW QUESTIONS To Ask CSMs When Hiring
https://bit.ly/3O5RAUH
🎥 Watch: Hiring the right customer success managers
https://bit.ly/38SJLSV
🎥 Watch: Developing A CUSTOMER JOURNEY MAP For Customer Success
https://bit.ly/3tNaJma
⏬ Infographic: Customer Success Manager Top 10 Skills
https://www.csmpractice.com/job-skills
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
https://www.csmpractice.com/customer-success-manager-salary-trends-infographic
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://www.csmpractice.com/hiring
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Switching from a non-profit job to an entirely different industry can be a daunting task, but Liron Kreitman, the Senior Client Success Manager at Abrigo, has successfully made the transition.
Liron's journey from a fundraising director in the non-profit sector to her current role as a Customer Success Manager at a software company is inspiring. She delves into the challenges she faced when making the transition, including learning a new industry, adapting to new work processes and systems, and building new relationships with customers.
In this podcast episode, Liron shares her personal experience and insights on what to consider when moving to a customer success role. She also shares some tips for individuals looking to transition into a new industry and how to make that career switch successful.
This episode discussed the following highlights:
◾️ Critical skills and experience required to succeed
◾️ Some insights into the customer success role
◾️ Key factors one should consider before deciding to take the plunge
◾️ Some Tips when making the career move
◾️ Challenges that new customer success managers may face when entering the industry
◾️ Strategies for overcoming these challenges
In summary, this podcast provides a wealth of information and practical tips for those looking to transition into customer success. Liron's personal experience, insights, and recommendations will serve as a guide to help individuals successfully navigate the challenges of making a career transition.
Listen to the full episode now!
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Additional Resources
📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://www.csmpractice.com/3-interview-tips-for-hiring-customer-success-managers/
🎥 Video: Time for Career Change? How to transition from Account Manager to Customer Success Manager!
https://youtu.be/EMUQdv5-d6U
🎥 Video: Hiring Hacks: How to better evaluate your candidates for a Customer Success Manager position
https://youtu.be/yvkihrENs28
🎥 Video: Hiring a First-Time Customer Success Manager
https://youtu.be/-dOY0FYqjpY
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://www.csmpractice.com/hiring
⏬ Infographic:The 10 Skills of Highly Effective CSMs
https://www.csmpractice.com/job-skills
⏬ List: Recommended CSM Recruiters List
https://csmpractice.lpages.co/recruiters/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Most Customer Success Managers focus on perfecting the art of creating a success plan in order to maximize value for their customers, increase adoption, and ensure the renewal.
In this podcast episode, Senior CSM at BuyerAssist, Dhananjay Tate, shares his perspectives on how he treats his success plans as a MUTUAL undertaking.
During the creation of a success plan, DJ aligns himself with his customers to better understand their business problems as well as their desired outcomes.
As a result, his mutual success plan captures all the conversations he has with customers, creating a single unified view for all clients and internal stakeholders.
Here are some of the topics included in this session with DJ:
✔ The benefits of mutual success plans
✔ Introducing changes to the process of developing success plans
✔ Creating a customer journey success plan
✔ Three phases of onboarding
✔ Improving the success plan process
✔ Defining your customer’s initiatives for each phase in the journey
✔ The difference between MBR, QBR, and EBR for mutual success plans.
✔ How to report the progress of a Success Plan
Listen to the full episode now!
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Additional Resources
📑 Blog: Why do you need Mutual Success Plans for Customer Success?
https://bit.ly/3wVLrV5
📑 Blog: How to Develop an Effective 90-Day Customer Success Plan
https://bit.ly/3wUFqI2
🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CS
http://bitly.ws/cUyU
🎥 Video: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLAN
http://bitly.ws/cUyd
⏬ Download: Technology Stack for Customer Success Teams
https://csmpractice.lpages.co/tech-stack/
🛒 Book: Reimagine Customer Success: Designing Organizations Around Customer Value
https://amzn.to/3wCxKdh
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Customer Intelligence tools help identify upsell opportunities and prioritize them based on each account’s historical data. By leveraging customer data in a strategic manner, companies can improve their upsell revenues using artificial intelligence.
By using an intelligent data tool, all the information needed by those responsible for upsell revenues can be readily accessible, resulting in more efficient customer engagements.
Additionally, as the customer intelligence tool gets smarter over time, it can generate recommendations for actions that will assist in scaling, and in prioritizing actions to make the team’s approach more strategic.
In this podcast episode, Gaurav Bhattacharya, CEO at involve.ai, and Mary Poppen, the Chief Strategy and Customer Officer at Involve.ai, shared what can be accomplished with customer data when leveraging customer intelligence tools powered by artificial intelligence.
Listen to this episode to learn best practices in creating an upsell score, and how to drive upsell revenues using customer data.
As a leader in customer intelligence solutions, involve.ai uses artificial intelligence modelling in acquiring, analyzing, and interpreting the customer data they collected. This helps Customer Success teams proactively increase upsell revenues, prevent churn, and engage their customers in a timely and effective manner.
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Additional Resources
📑 Blog: Discover the 5 Ways Customer Intelligence (CI) Can Increase Your Revenue Growth Five-fold!
https://bit.ly/37vjVDO
📑 Blog: How To Increase Revenues With a Better Renewal Process
https://www.csmpractice.com/how-to-increase-revenues-with-a-better-renewal-process/
📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://www.csmpractice.com/expansion-selling-a-proactive-data-driven-strategy-framework/
🎥 Video: How to Increase Upsell Revenues Proactively Using Blitz Campaigns
http://bitly.ws/cUAb
🎥 Video: Driving Upsell Revenues Proactively by Customer Success
https://bit.ly/37zBAtQ
🎥 Video: Reducing Customer Churn Using Augmented Intelligence and Predictive Analytics
http://bitly.ws/ftZo
💡 Request a quick demo of involve.ai solution
https://bit.ly/3uFq2hP
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Customer onboarding, like any other process, needs constant improvement which also means keeping track of the changes on an a regular basis. That is where the customer onboarding KPIs come in, making timely data-driven decisions is possible.
In this podcast episode, Bree Pecci, Customer Success Enablement at ChurnZero, shares a list of customer onboarding KPIs their customers typically track.
In addition, Bree walks us through their onboarding dashboard and explains how to adjust the customer’s health score during the onboarding phase.
Here’s what you can expect listening to this episode:
▪️ Recent onboarding KPIs trends and their importance to customer success.
▪️ Business Insights that could be gained by tracking the proposed onboarding KPIs.
▪️ 3 customer onboarding pillars explained.
▪️ Get an in-depth understanding of how to read your KPIs and customer engagement.
▪️ The benefits of logging customer success not only for the current customer, but also for future onboarding.
▪️ How many and what types of surveys to send your customers during the onboarding process.
▪️ Effectively managing customer onboarding data in an organized way.
▪️ Additional onboarding KPIs resources.
Listen to the full episode now!
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Additional Resources
📑 Blog: 3 New Customer Onboarding Best Practices
https://www.csmpractice.com/3-new-customer-onboarding-best-practices/
📑 eBook: How to Crush SaaS Customer Onboarding
https://churnzero.com/ebooks/how-to-crush-saas-customer-onboarding-a-roundup-of-expert-advice-2/
📑 Read more about onboarding metrics
https://churnzero.com/blog/baseline-saas-onboarding-metrics/
🎥 Video: Customer Success software implementation Best Practices
https://www.youtube.com/watch?v=3qMqOdtwGwg&feature=youtu.be
🎥 Video: Customer Success onboarding at scale | Report Review
https://www.youtube.com/watch?v=PqrMxPZgqdY
⏬ Download: Customer Success Tech Stack
https://csmpractice.lpages.co/tech-stack/
💡 To learn more about ChurnZero:
https://churnzero.com/live-demo-of-churnzero/?utm_source=ChurnZero+website+-+Live+demo
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
How does your customer onboarding phase compare against other companies? This podcast episode introduces a Customer Onboarding Maturity Model to help you figure that out in minutes!
Among the most important aspects of the Customer Success journey is onboarding. As such, companies should place a significant effort in ensuring the customer onboarding is aligned with best-in-class practices. The Customer Onboarding Maturity model, developed by Rocketlane, is designed to help companies assess their current state of the onboarding process against best practices and highlight areas to improve on.
In this episode, Srikrishnan Ganesan, co-founder of Rocketlane, walks us through the key dimensions of the Customer Onboarding Maturity model, including:
- The main areas that most companies struggle with
- Examples of how others implemented advanced onboarding processes
- How to scale your onboarding process and improve customer experience during that lifecycle phase
Find out how you can make your team more productive during the onboarding phase and increase retention in the first year.
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WHAT’S YOUR ONBOARDING MATURITY SCORE?
Take the next 5 minutes to benchmark yourself against the world's best practices and receive your customer onboarding maturity score instantly
📌 DISCOVER YOUR SCORE: https://bit.ly/3LVFOdZ
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SCALE YOUR CUSTOMER ONBOARDING
Learn how you can scale your customer onboarding phase with Rocketlane’s software.
Accelerate time-to-value. Provide a delightful, collaborative experience for your customers.
📌 BOOK A DEMO: https://bit.ly/3xl4qsL
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Additional Resources
📑 Blog: 3 New Customer Onboarding Best Practices
https://www.csmpractice.com/3-new-customer-onboarding-best-practices/
📑 Blog: Introducing The Customer Onboarding Maturity Model: An Easy Way To Measure and Up Your Onboarding Game
https://www.rocketlane.com/blogs/the-customer-onboarding-maturity-model-measure-up-your-onboarding-game
🎥 Video: Customer Success onboarding at scale | UserIQ Onboarding Benchmark Report Review
https://www.youtube.com/watch?v=PqrMxPZgqdY
⏬ Download: State of Play Document to know how to choose the right Customer Onboarding Technology Stack
https://csmpractice.lpages.co/onboarding-tool/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Changing roles from an Account Manager to a Customer Success Manager’s position is not a trivial move, as many hiring managers might think.
According to Kathleen Schubach, Director of Customer Success at CluePoints, the two roles have many transferable skills, but there are vast differences between the two.
In this interview, Kathleen discusses some of the differences between the Account Manager role and the Customer Success role, including:
- Focus and objectives
- Compensation structure
- Quality and quantity of activity
- Reporting requirements
As someone who transitioned from an Account Manager role to a Customer Success Manager role, Kathleen tells her story and specifically focuses on what changed most in her day-to-day routine as a CSM.
Additionally, this podcast episode includes tips for other sales professionals who are interested in transitioning to the CSM role.
Listen to the full recording now!
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Additional Resources
📑 Blog: Customer Success Career Development
https://www.csmpractice.com/customer-success-career-development/
🎥 Video: Hiring the right Customer Success Managers
https://www.youtube.com/watch?v=yvkihrENs28&t=0s
⏬ Download Kathleen's slides: Account Manager vs. Customer Success Manager
https://csmpractice.lpages.co/account-manager-vs-customer-success-manager/
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
https://www.csmpractice.com/customer-success-manager-salary-trends
⏬ Download the Framework: VECTOR COMMERCIAL RESPONSIBILITY: Renewal Ownership Guideline by Boaz Maor
https://www.csmpractice.com/renewal-ownership
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Both Account Managers and Customer Success Managers play an essential role in building relationships and maximizing value with and from customers, yet their roles are highly distinct. You might probably see some overlaps between the two roles, but Account Managers and Customer Success Managers have different approaches and responsibilities.
Jeffrey Heckler, Director of Customer Success Solutions at MarketSource, provides an in-depth overview of what Account Managers and Customer Success Managers are and how they differ in terms of goals and target metrics. Jeffrey goes over the different roles and responsibilities that each position plays throughout the customer lifecycle journey, such as:
- Who owns the commercial responsibility and commercial KPIs
- Who owns the renewal process
- Who organizes and attends QBRs
Jeff also shared some slides that illustrate how the two roles interact together and how the synergistic relationship benefits the company when they work together.
Listen to the full episode to learn more!
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Additional Resources
📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-success-manager
📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://www.csmpractice.com/who-should-own-the-renewals-and-upsells-sales-or-customer-success/
📑 Blog: Why Should Sales Care About Customer Success?
https://www.csmpractice.com/why-should-sales-care-about-customer-success/
🎥 Video: Sales or Customer Success — Who should own existing accounts?
https://www.youtube.com/watch?v=M-8It2KvcDg&t=0s
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success? | Boaz Maor
https://www.youtube.com/watch?v=18xNjmyA6Q0&t=0s
🎥 Video: How does a customer success manager NOT become the catch-all for every support/sales request?
https://www.youtube.com/watch?v=dkkvwVyciPc&t=0s
🎥 Video: Hiring the right Customer Success Managers
https://www.youtube.com/watch?v=yvkihrENs28&t=0s
⏬ Download the Framework: VECTOR COMMERCIAL RESPONSIBILITY: Renewal Ownership Guideline by Boaz Maor
https://www.csmpractice.com/renewal-ownership
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
The role of a strong Customer Success Team becomes even more critical after the economic downturn. Business strategies often change as companies quickly realize the importance of shifting their business model to from product-centric to a customer-centric one.
Coping with the new challenge of decreasing renewals and expansions is a reality many companies currently face. However, this is when they should hopefully realize the importance of their Customer Success team.
A while back, I’ve interviewed Nick Mehta, Gainsight’s CEO on the importance of doubling down on investments in Customer Success in economic downturn. Even though the interview was recorded in 2021, it is still very much relevant to most of us.
In this interview, we touch on important topics such as:
◾ The ROI of investments in Customer Success
Recommended customer success initiatives to invest in during economic downturn
◾ Listen to the full episode to learn more.
Listen to this podcast episode to get a full understanding of The Importance of investing in Customer Success.
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Additional Resources
📑 Blog: The Importance of Investing in Customer Success
https://www.csmpractice.com/importance-investing-customer-success
📑 Blog: Customer Training: The Secret to Scale in Customer Success
https://www.csmpractice.com/customer-training-the-secret-to-scale-2/
📑 Blog: Coronavirus Impact on SaaS Customer Success (Survey Results)
https://www.csmpractice.com/coronavirus-customer-success-survey
📑 Blog: Churn Is Coming: 12 Learnings From A Survey Of SaaS CxOs
https://www.gainsight.com/blog/churn-is-coming-12-learnings-from-survey-of-saas-cxos/
📑 Blog: Going Back to Offense: 6 Things We Learned from Our Second COVID-19 SaaS Retention Survey
https://www.gainsight.com/blog/going-back-to-offense-6-things-we-learned-from-our-second-covid-19-saas-retention-survey/
⏬ Infographic: Level up your Customer Success Strategy during a Global Crisis
https://www.csmpractice.com/infographic-customer-success-strategy/
⏬ Download: Gainsight Free Book Offer
https://www.gainsight.com/blog/free-book-offer/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Hiring a first-time CSM might seem hard at first, but our special guest, Brian Hartley, made it simple by sharing his strategy for hiring Customer Success Managers with no previous industry experience.
Most customer success leaders prioritize hiring experienced, high-performing CSMs. However, it has become increasingly difficult to find a Customer Success Manager in recent years.
Because of this, hiring managers must be creative and are focused on hiring a first-time CSMs with no relevant experience. In hiring one, they look at coachability, emotional intelligence, attitude, and motivation, among other things.
Over 30% of Brian Hartley’s team of CSMs were hired despite not having any previous experience. Fortunately, some of them turned out to his best CSMs.
Listen to the full recording to find out how to hire first-time CSMs.
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Additional Resources
📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://www.csmpractice.com/3-interview-tips-for-hiring-customer-success-managers/
🎥 Video: Steps in Hiring the Right CSM (Customer Success Manager)
https://youtu.be/yvkihrENs28
🎥 Video: Hiring Hacks: How to better evaluate your candidates for a Customer Success Manager position
https://www.youtube.com/watch?v=uXKhRzyFC1E
🎥 Video: Getting a large Customer Success Budget approved
https://www.youtube.com/watch?v=4gIJb1SjMSo
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://www.csmpractice.com/hiring
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
https://www.csmpractice.com/customer-success-manager-salary-trends
⏬ Infographic:The 10 Skills of Highly Effective CSMs
https://www.csmpractice.com/job-skills
⏬ DOWNLOAD: Recommended CSM Recruiters List
https://csmpractice.lpages.co/recruiters/
⏬ DOWNLOAD: Customer Success Segmentation
https://csmpractice.lpages.co/customer-success-pyramid/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In customer success, the ability to build impactful relationships with new customers can make a huge difference for a CSM.
This podcast episode will help you do just that!
The first call with new customers is one of the most important meetings a CSM will ever make.
While not all customer welcome calls will be conducted in the same way, there are some things that a CSM can do to help establish a strong connection with a new customer right off the bat.
The good news?! In this podcast episode, Sophie Kelly, Sophie Kelly, Global GTM Manager Enablement at Box, shares her customer welcome call playbook to ensure you nail that conversation too.
In this episode, Sophie shares:
- What you need to know before engaging with new customers
- The different “personas” you might encounter when dealing with new accounts
- How to begin a meaningful discussion with new customers through a conversation hook'
Listen to the full episode now!
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Additional Resources
📑 Blog: How to Set Your Kick-off Meetings Up for Success
https://www.csmpractice.com/kick-off-meeting
📑 Blog: Importance of Customer Communication for Customer Success
https://www.csmpractice.com/customer-communication-for-customer-success
🎥 Video: The Customer ONBOARDING Maturity Model
https://www.youtube.com/watch?v=dS7ILGSNsio
🎥 Video: What CSMs Should Know About Their CUSTOMERS
https://www.youtube.com/watch?v=Mictf11OdRo
⏬ Infographic: How to Write a Great Onboarding Kick Off Invitation Email
https://www.csmpractice.com/kickoff-email
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
What should compensation plans for Customer Success Managers be? What is the reasonable Customer Success Manager salary to attract the right talent?
There are different factors to consider when determining whether customer success managers should be paid a variable or fixed salary. Customer Success compensation plans are also determined by the Customer Success Manager’s location.
In order to attract the best and brightest Customer Success Managers, it is imperative to understand what motivates them to accept an offer.
In this episode, Maranda Dziekonski, Chief Customer Officer at Swiftly, shares her Customer Success compensation plans and strategies along with why it is important to compensate Customer Success Managers well and make them feel valued.
Listen to the full episode and learn more about Customer Success Manager salaries and how to create attractive Customer Success compensation plans.
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Additional Resources
📑 Blog: Customer Success Career Development
https://www.csmpractice.com/customer-success-career-development/
📑 Video: Steps in HIRING the Right CSM (Customer Success Manager)
https://www.youtube.com/watch?v=yvkihrENs28&t=0s
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
https://www.csmpractice.com/customer-success-manager-salary-trends
⏬ List: Recommended CSM Recruiters
https://csmpractice.lpages.co/recruiters/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
How can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program?
The customer success team's job entails myriads of responsibilities. This includes managing the onboarding process, increasing product usage, proactive management of accounts, customer engagements, training, expanding and renewing accounts, and so on.
But how do you measure the effectiveness of your customer success team? The answer varies for different companies, but identifying your KPIs to measure customer success is an excellent step to start.
Learn how to manage a team with meaningful key performance indicators or Customer Success KPIs from Mike Sasaki, Vice President, Global Head of Customer Success and Support at Mitek Systems.
In this podcast episode, he shares his expertise in Customer Success KPIs, such as:
- The different kinds of Customer Success KPIs
- How to determine which Customer Success KPI works best for you
- How to track and monitor Customer Success KPIs regularly
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Additional Resources
📑 Blog: 4 Customer Success KPIs every High Touch SaaS Company should Track
https://www.csmpractice.com/4-customer-success-kpis-every-high-touch-saas-company-should-track/
🎥 Blog: Customer Success METRICS and KPIs
https://www.youtube.com/watch?v=8JfkWg3v-zo&t=203s
⏬ Infographic: 10 Traits of High Performing Customer Success Teams
https://www.csmpractice.com/customer-success-team-performance
⏬ Slides: Mike Sasaki’s Customer Success Key Performance Indicators (KPIs) slides
https://csmpractice.lpages.co/customer-success-kpis-slides/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In this podcast episode, Dutta Satadip shares what a 90-day CS Executive Plan should look like and why it is crucial for CS executives to secure early wins by building credibility quickly, and earning the trust of customers and colleagues.
Whether you're applying for a position or are about to start a new one, you need to know how to build an effective 90-day plan since the actions you take in the first few months will have a major impact on your overall performance.
Our guest, Dutta Satadip, is a global thought leader, keynote speaker, and tech industry veteran who specializes in customer strategy, customer acquisition, customer retention, and scaling operations.
Listen to this podcast episode and learn how to build a 90-day plan as a newly hired Customer Success executive.
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Additional Resources
📑 Blog: Launching Customer Success in Early-stage Startups
https://www.csmpractice.com/launching-cs-in-early-stage-startups/
🎥 Video: Defining your 90-DAY PLAN as the First VP of CUSTOMER SUCCESS!
https://www.youtube.com/watch?v=rb6jhr6cbkA
⏬ Download FREE Slides: How to Develop a 90-Day Plan for Customer Success Executives by Dutta Satadip
https://csmpractice.lpages.co/dutta-satadip-transforming-with-customer-success/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
In today's competitive market, many people are considering the next step in their current organization or are in search of a new role. They may also be considering entering the customer success profession as a career or wondering what their next steps will be in their customer success careers.
Join Irit Eizips, CEO of CSM Practice, and Maranda Dziekonski of Swiftly, as they talk about CSM career development and ways to further improve the skills needed for a Customer Success Manager career track.
In this video, you will learn:
- What skills to look for when hiring a Customer Success Manager
- Why having the right attitude matters
- What the ideal CSM attitude is
- Career Path Pros and cons
- Career Paths to consider
Listen to this podcast episode to get a full understanding of CSM Career Development Path.
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Additional Resources
📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://www.csmpractice.com/3-interview-tips-for-hiring-customer-success-managers/
📑 Blog: Customer Success Career Development
https://www.csmpractice.com/customer-success-career-development/
⏬ Infographic: Four Key CSM Role Profiles you want to hire for
https://www.csmpractice.com/hiring
⏬ Infographic: The 10 Skills of Highly Effective CSMs
https://www.csmpractice.com/job-skills
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
What Is the Need for a Success Plan in Customer Success?
It is just as important to have a success plan for customer satisfaction and delivering success to your customers.
Having a customer success plan in place, to prove value to your customers, alleviate their fears, and boost your company's revenue, is essential.
“Customer Success Planning is about doing the research on your customer and doing the research on the industry of your customer.” - Violaine Yziquel
In this podcast episode with Violaine Yziquel, Director of Customer Success at Slack, discussed another burning topic in the Customer Success community: optimizing your Success Planning process.
Now, are you ready to make the change and start to develop your Customer Success Plan with your customers?
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Additional Resources
📑 Blog: How to Develop an Effective 90-Day Customer Success Plan
https://www.csmpractice.com/how-to-develop-an-effective-and-impactful-90-day-plan/
🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CS
https://www.youtube.com/watch?v=JzkBxTYit1A&t=0s
🎥 Video: How to create SUCCESS PLANS that don't SUCK
https://www.youtube.com/watch?v=hB8VBShsG8I
⏬ Download : Violaine's FREE Success Plan template
https://csmpractice.lpages.co/free-success-plan-template/
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening!
Are you passionate about driving a big impact and maximizing value?!
To help you effectively manage desired business outcome discussions with your clients, you have to first develop a prescribed framework.
Typically, companies' business needs or focus change every year, so it is advisable to ask them what has changed during a QBR and bring up possible use cases.
Some of the topics discussed are:
- Effective perceived value conversations
- Frequency of QBRs
- The right framework
- The right time to plant seeds
- Three ways to slice and dice use cases and customer presentation
- The business processes
- Use case by customer attributes, by industry, or by size
- A maturity scoring model
- What to present during a QBR
- Prioritize proper business outcomes
Listen to this podcast episode to learn how you can maximize value for you and your customers without leaving money on the table.
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Additional Resources
📑 Blog: Quarterly Business Review Best Practices
https://www.csmpractice.com/quarterly-business-review-best-practices/
📑 Blog: QBR: 5 Rookie Mistakes You Should Avoid
https://www.csmpractice.com/qbr-5-rookie-mistakes-you-should-avoid/
🎥 Video: How to Develop a QUARTERLY BUSINESS REVIEW (QBR)
https://youtu.be/3vn-5j2phrE?t=394
⏬ Download: FREE Quarterly Business Review (QBR) Template
https://www.csmpractice.com/qbr-template
⏬ Download: Your very own QBR Cheat Sheet
https://www.csmpractice.com/infographic-qbr-essential-guide/
⏬ Download: The Ultimate Step-by-Step Guide for Developing a Prescribed Approach to Capturing your Client's Business Outcomes
https://www.csmpractice.com/6-steps-business-outcomes
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📌 Visit our Website - CSM Practice 📌 Subscribe to our YouTube Channel 📌 Sign up for our Newsletter 📌 Download Templates and InfographicsThanks for listening! ...
Investing in Customer Success Software like HubSpot can be one of the most remarkable decisions you make in your customer success journey.
Companies use Customer Success Software to streamline customer success operations, foster relationships with customers, monitor key performance indicators, and identify potential issues and opportunities.
Currently, HubSpot is one of the most preferred software in Customer Success as it provides high-level automation and personalization opportunities that enable customer success teams to effectively engage with customers.
HubSpot is also one of the most frequently used CRM software that helps in monitoring leads and their current statuses, automating workflows, creating templates, and managing and summarizing meetings.
In this episode, Hadas Rahamim, Head of Customer Success and Business Operations at Exceed.ai, discusses the advantage of using HubSpot as a Customer Success Management Platform.
Hadas created a HubSpot pipeline for each stage of the customer journey in order to achieve visibility and transparency for herself and their executives. HubSpot, according to Hadas, provides the opportunity to define what is required, as well as the regional automation you would like to put in place.
How can you fully leverage HubSpot for Customer Success? What are the advantages of utilizing HubSpot? Listen to the full episode and find out!
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Additional Resources
📑 Blog: How to Implement Customer Success Software
https://www.csmpractice.com/how-to-implement-customer-success-software/
🎥 Video: Scaling Customer Success with PRODUCTIVITY TOOLS
https://www.youtube.com/watch?v=aAu055G0oUA
🎥 Video: Customer Success SOFTWARE IMPLEMENTATION Best Practices
https://www.youtube.com/watch?v=3qMqOdtwGwg
⏬ Download : Customer Success Technology Assessment
https://csmpractice.leadpages.co/csm-systems/
⏬ Download: FREE SLIDES - How to Use HubSpot as a Customer Success Software?
https://csmpractice.lpages.co/hubspot-customer-success-software/
A typical day for a Customer Success Manager (CSM) can involve a lot of different activities, all aimed at helping their customers achieve success with their product or service.
Some of the most common activities include:
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Interaction with customers ensuring that their questions are answered and their needs are addressed
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Understanding the business to know what they have based on the product
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Identifying upsell and cross-sell opportunities with customers.
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conducting quarterly business reviews (QBRs) with customers to help them assess their progress and identify any areas where they could use more help.
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Helping customers expand their use of the product or service by identifying new areas where it could be beneficial for them.
Customer Success Managers need to be very organized and proactive in their approach in order to be successful in their role. They also need to have excellent communication skills in order to effectively work with both customers and other members of their team.
Join Irit Eizips, CEO of CSM Practice, and Lobat Kashi, as they talk about common challenges a Customer Success Manager encounters in a day and ways to augment customer success activities such as expansion selling and quarterly business reviews toward value realization. Learn the best customer success practices, and know what a day looks like for a Customer Success Manager.
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📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-success-manager
🎥 Video: How to Develop A CUSTOMER SUCCESS PROGRAM
https://www.youtube.com/watch?v=H3FSCGhX6fE&t=4s
⏬ Infographic : The Essential Guide to Quarterly Business Reviews
https://www.csmpractice.com/infographic-qbr-essential-guide/
⏬ Download: FREE Expansion Selling Ebook
https://www.csmpractice.com/expansion-selling-ebook/
What does it mean to be an enterprise Customer Success Manager, and how does this role impact how enterprise-level businesses engage with their customers?
Enterprise-level customer success necessitates a more in-depth and potentially more high-touch approach to customer engagement. Unlike Customer Success Manager for small businesses, enterprise Customer Success Manager works with a larger number of people and teams within the company to ensure that customers receive the value they expect. In addition, they are also accountable for a wider success plan coverage because of the sheer size of the customers they are handling.
By understanding what the role of an enterprise Customer Success Manager requires, anybody aspiring to become this type of CSM can effectively execute the customer success plans in a large dynamic, and multi-tiered environment.
In this fireside chat, Fran Sotakova, walks us through the typical week for an enterprise Customer Success Manager. She discusses the key internal and external collaboration events that make up the usual workweek to ensure that all teams are aligned and moving toward delivering customer value. Fran highlights the key performance metrics that define success in an enterprise environment and offers advice and resources for professionals who are aspiring to become an enterprise Customer Success Manager .
Listen to the full episode and learn more about the Enterprise Customer Success Manager job description and performance goals.
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Additional Resources
📑 Blog: The Beginners Guide to Scaling Customer Success
https://www.csmpractice.com/how-to-scale-your-customer-success-team/
🎥 Video: SCALING CUSTOMER SUCCESS For SMB vs. Enterprise
https://www.youtube.com/watch?v=i_b7o07vk7U&t=0s
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Customer Success resources:
Gain Grow Retain: https://www.gaingrowretain.com/home
Customer Success Network: https://customersuccess.network
Women in Customer Success: https://www.womenincspodcast.com/
Ever wonder how much a Customer Success Manager Salary is?
The results of the 2021 State of the Customer Success Industry and Salary Survey Report by Totango places an emphasis on the importance of collaboration between customer success, marketing, sales, and other teams in order to catch up with the latest trends.
In this recording, we are privileged to have Robyn Fernandez, Sr. Director of Customer Success at Totango, for an exclusive interview. Robyn breaks down the key findings about the current Customer Success Manager Salary from Totango’s latest Salary Survey Report while also providing insights into top-line topics, including the current state of customer success, challenges of modern customer success teams to scale, and strategies to reach out to customers in 2021.
Robyn also shares the “biggest opportunity” for CS teams, the latest Customer Success Manager Salary trends, and the types of customer success metrics that actually matter.
Listen to the full recording to learn more about the 2021 State of customer success and Salary Survey Report.
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Additional Resources
📑 Blog: Marketing and CX: Best collaboration for Customer Success
https://www.csmpractice.com/marketing-cx-best-collaboration
📑 Blog: 2021 salary trends in Europe
https://staging.sifted.eu/articles/european-tech-compensation-pay/
🎥 Video: Compensation Plans for Customer Success Managers
https://www.youtube.com/watch?v=GkjZD9IDS3w&t=0s
🎥 Video: How much is too much 🤔 ?! CSM Variable Compensation Ratio!
https://youtube.com/shorts/y4QjnCLQEew
🎥 Video: How much should you compensate your CSMs on Upsell revenues?
https://youtube.com/shorts/_IkoLeDPYtM
🎥 Video: Why Variable Pay for CSMs makes TOTAL sense?!
https://youtube.com/shorts/XQTw7bAeMJQ
Discover the Customer Success Strategy roadmap that was used in establishing a framework and journey for maturing the customer success organization.
The development of a customer success strategy has always been a crucial step in delivering effective results. In the absence of a customer success management strategy, challenges may arise such as:
- undefined customer success roles
- chaotic customer data
- lack of a unified voice in the organization.
In this Customer Success Executives Roundtable session, Will Rahim shared their customer success strategy roadmap which helped in building a data-driven model for their team. They were able to combat the challenges faced by their customer success organization by developing a 5-year roadmap. This roadmap allowed them to gradually set up and mature a customer success program.
Listen to this customer success strategy podcast episode, and discover the blueprint they followed in launching and optimizing their customer success organization and the lessons they learned along the way.
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Additional Resources
📑 Blog: Exceeding goals with scalable customer success
https://www.csmpractice.com/case-studies/delphix/
⏬ Slides: Delphix Customer Success Strategy Roadmap
https://csmpractice.lpages.co/customer-success-strategy-roadmap/
🎥 Video: How to Develop A Customer Success Program
https://www.youtube.com/watch?v=H3FSCGhX6fE&t=0s
🎥 Video: How to Deliver a WOW CUSTOMER SUCCESS Experience at SCALE
https://youtu.be/ridJvpQ2uHM
What is a Customer Success Manager, and what does their typical day look like?
As a Customer Success professional, your primary concern is to build a positive relationship with the customer in a way that enables you to deliver value. In a high-touch situation, having a deep understanding of a customers' needs and being proactive about what they might benefit from in the future is extra important.
What does a Customer Success manager do? In a high-touch environment, the Customer Success Manager ensures that all cross-functional teams are aligned with the strategy and the customer is immersed in the success plan to appreciate it fully.
What does a day in a life of a Customer Success Manager look like? What are the KPIs that a Customer Success Manager works towards achieving while working with the account executive? What are the weekly and annual activities that a Customer Success manager must implement and monitor to guarantee alignment and cadence with the customer? Learning how to be a good Customer Success manager is a continuous process; fortunately, there are plenty of case studies and resources available to help one become better each day.
In this podcast episode, Tom Coscia, Strategic Customer Success Manager at Tricentis, talks about the typical work environment for a Customer Success Manager in a high-touch environment. Tom handles at least 15 accounts with an ARR of $3 million, making this conversation an exciting and meaningful resource for those who want to succeed at being a Customer Success Manager.
Listen to the full episode and learn more about what a Customer Success manager does.
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Additional Resources
📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-success-manager
🎥 Video: What is a Strategic Customer Success Manager
https://youtu.be/RV5BQKioB24
Learn more about how to develop a Quarterly Business Review (QBR) for Customer Success Executives and effectively demonstrate and maximize value to clients during QBRs. Listen as Irit Eizips, CEO of CSM Practice and Chad Horenfeldt, Director of Customer Success at Kustomer discuss in-depth some Quarterly Business Review (QBRs) Best practices and ways to drive more value for clients.
How can CSM Practice Help!
Do you need help in creating effective QBRs for different types of customer accounts in your company? Contact us to learn how you can protect your revenues from your existing customer base as well as drive expansion of value for and from your customer.
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Additional Resources
📑 Blog: Quarterly Business Review Best Practices
https://www.csmpractice.com/quarterly-business-review-best-practices/
📑 Blog: QBR: 5 Rookie Mistakes You Should Avoid
https://www.csmpractice.com/qbr-5-rookie-mistakes-you-should-avoid/
🎥 Video: Hiring the right customer success managers
https://youtu.be/yvkihrENs28
In this podcast episode, Irit will tell you everything you need to know on how to create a Customer Success Lifecycle Journey Map in your organization. She will discuss what it takes to scale your operations, align expectations with your customers, and why Customer Success Managers need journey maps. It includes a series of documents that clarify when, how, and why different teams in your organization should proactively reach out to a customer.
Join Irit Eizips, CCO and CEO of CSM Practice as she talks about Customer Success Lifecycle Journey Mapping, as the guest speaker in this episode presented by Planhat last August 19, 2020.
In this thought-provoking episode, you will learn:
- Examples of Customer Success Journey Maps
- The process to define a Journey Map
- Best practices in implementing your Journey Map
- How to develop your own Customer Success Journey Map
Listen to this recording to get a full understanding of the Customer Success Lifecycle Journey Map.
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Additional Resources:
⏬ Ebook: The Ultimate Executive’s Guide to Customer Success Initiativeshttps://www.csmpractice.com/the-executives-guide-to-cs-initiatives-ebook/
📑 Blog: How To Build Your Customer Success Journeyhttps://www.csmpractice.com/how-to-build-your-customer-success-journey/
🎥 Video: Customer Journey Map | William Chesser & Shanna Daniel | VitalSourcehttps://www.csmpractice.com/roundtable-customer-lifecycle-journey
#customersuccess #listening #softskills
Many customer success managers are good listeners, but the question is, are they actively listening to their customers.
Active listening is a method that allows for better connections and compassion towards others.
In this podcast episode, Mariana Magre, Head of Customer Success at Poli - shares her take on active listening and how it improved her connections with customers.
◽️ The definition and importance of active listening in CS.
◽️ Explanation of an active listening example that helped Poli's customers.
◽️ Specific questions/words to make the customer feel heard.
◽️ How active listening strengthens the connection between customer and company.
◽️ Useful conversational skills to administer.
◽️ Step-by-step plan to optimize meetings with a customer.
◽️ How you can benefit from practicing active listening.
◽️ Recommendations for additional resources on active listening.
◽️ Different ways to improve the team's communication skills.
A special thank-you to talented Ariel Justo, Customer Success Manager at Staysafe, who helped co-host this episode.
Listen to the full recording now!
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Additional Resources:
📑 Read: Customer Success Career Development
https://bit.ly/3LGqRff
🎥 Watch: How to Handle a Price INCREASE Conversation With a Customer During RENEWALS
https://bit.ly/3sXwajU
📑 Read: Productivity Tips For Customer Success Teams – PART 1
https://bit.ly/3PSLwAi
🎥 Watch: What SALES SKILLS Are Relevant For Customer Success
https://bit.ly/39NSYMj
🛒 Book: NVC: A Language of Life
https://bit.ly/3wKWLDc