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Konshuhs Agility-Project Manager Coach & Agile Coach, Trainer, Mentor & Author
Konshuhs Agility-Project Manager Coach & Agile Coach, Trainer, Mentor & AuthorWhat is a Certified Scrum Master|CSMCertified Scrum Master Explained: Steps & Success Tips!๐Ÿ”ฅ๐Ÿ”ฅ๐Ÿ”ฅAre you curious about the Certified Scrum Master certification? In this insightful episode, we embark on a journey to unravel the essence of the "Certified Scrum Master" (CSM) certification. As seasoned project managers, we understand that Scrum has become synonymous with agility in project execution. Through the lens of seasoned project managers, we'll explore the intricacies of Scrum principles, the significance of the CSM certification, and how it equips you to lead and facilitate agile teams. Get ready to uncover the secrets of becomi...
2025-07-2611 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow To Personalize The Onboarding Experience For Different Customer SegmentsSend us a textStruggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success.In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding strategy, leading to significant improvements in customer engagement and retention.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - How a structured onboarding process led to a 45% increase in product adoption- The impact of segmentation and personalizatio...
2025-05-1631 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastData-Driven Strategies That Turn Chaos into WinsSend us a textCan data-driven strategies really transform customer success?In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, resulting in a 10% churn reduction and increased customer engagement.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - Using data consolidation tools like Gainsight to drive decision-making- Creating segmentation models to refine engagement strategies- Building a customer-centric...
2025-04-2530 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastScalable Adoption Strategies to BOOST Customer Success in 2025Send us a textAre you struggling to get users to adopt your productโ€™s features and drive real engagement?In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within traditional organizations and how his team drives meaningful results at SAP.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - The step-by-step framework SAP uses to assess user adoption challenges and drive scalable solutions.- How to overcome cross-functiona...
2025-04-1940 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastBuilding a Customer Success Team from Scratch!Send us a textCan you build a customer success team from scratch in just 12 months?In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team.๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย The foundational steps that ensured success, including the critical role of a CS charterHow a structured, phased approach turned challenges into growth opportunitiesReal-world results: millions in incremental revenue and improved customer satisfaction๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“Mariana is a seasoned professional with over 15 years of experience in management consulting...
2025-04-1139 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhy Giving Renewals to CSMs Works (and How It Can for You Too)Send us a textWhat if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right?Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their renewal forecast accuracy.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - How transitioning renewals to the CSM team increased renewal accuracy from 80% to 100%.- The unexpected boost in customer satisfaction, with a 5-point NPS increase.- The step-by-ste...
2025-04-0433 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastLessons from a Customer Success Professional for Higher CSATSend us a textWhatโ€™s the secret to a 33% CSAT boost?Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - The key changes that helped Snappr raise their CSAT from 3.9 to 4.6- Why redefining team incentives can transform customer experiences- How to balance quick wins with long-term success...
2025-03-2126 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastBuilding Success Plans Your Customers Canโ€™t Live WithoutSend us a textWhat makes a success plan truly impactful?ย Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without!Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - The critical difference between success plans and project plans โ€“ and why it matters- How to tie customer goals to CEO-level objectives for maximum impact- Strategies for creating cons...
2025-03-1436 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThe Role of Portfolio Customer Success ManagersSend us a textHow do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role!Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains meaningful connections with customers through a blend of one-on-one interactions and webinars, ensuring that even a large portfolio gets the attention needed to reduce churn and drive customer success.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - How portfolio CSMs manag...
2025-01-2427 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastData-Driven Initiatives to Lowering ChurnSend us a textIs it possible to save every account?While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bรกrbara Edith Pugliese shares her teamโ€™s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall customer retention.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Learn how Barbara's team leverages data to anticipate and prevent customer churn.- Discover the key elements of building a successful referral and advocacy...
2024-12-1323 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastAchieving a Net Positive Score with Google FormsSend us a textDid you know that you can boost your net retention rate using just a Google Form?In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful strategy for achieving a net positive score. Discover how Sara's team tracks customer sentiment and feedback to drive significant improvements in customer satisfaction and advocacy. Clcik here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Learn how to create a Net Positive Sentiment Score using Google Forms to sy...
2024-12-0619 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhy Every CEO Needs to Understand Customer Success!Send us a textIn this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of customer success and business growth. Learn how the Entrepreneurial Operating System (EOS) can be a game-changer for companies aiming to enhance customer retention and build sustainable high-trust relationships.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Discover Mark Abbott's methodology for creating and maintaining high-trust relationships across all stakeholders, including customers, employees, and partners.- Understand the practical application of EOS in structuring and scaling...
2024-11-2226 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFuture of Customer Success: CEO Perspective on Metrics and InvestmentsSend us a textDo you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this crazy question from a CEO's perspective. Join Irit as she chats with You Mon Tsang, CEO of ChurnZero, about the evolving landscape of customer success, key metrics, and strategic investments.Click here to watch the video on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - You Mon shares the journey of founding ChurnZero and the challenges faced in the early days of customer success.- Deep dive into the critical metrics that...
2024-11-0133 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastBoosting CSM Efficiency Through Centralized Data ManagementSend us a textCentralizing customer data drastically improves CSM efficiency and trust in data. Matt Kaplon, Director of Customer Success at Indeed, shares practical strategies for reducing time spent on data retrieval, enhancing customer interactions, and driving better business outcomes. Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Implementing a unified data platform to reduce time spent searching for information.- Ensuring consistent data calculation methodologies to enhance trust and reliability.- Strategies to reallocate CSM time from internal processes to customer-centric activities.๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“Matt Kaplon is a Director of Client Success at the worldโ€™s number 1 j...
2024-10-2527 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastIncrease Renewal Probability by 30% with Customer Health Scores!Send us a textHow can improving customer health scores increase renewal probability by 30%? This is crucial for business executives as it directly impacts customer retention, revenue growth, and the ability to forecast churn. Understanding and leveraging health scores allows executives to implement proactive engagement strategies, ultimately leading to a more robust and successful customer success program.Click here to watch the interview on YouTube!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Discover methods to identify red flags early and engage customers proactively to prevent churn and ensure long-term satisfaction.- Understand how accurate health scoring can help forecast renewals and...
2024-10-1829 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastReduce Churn by 15% with This Simple Approach!Send us a textDillon Young, founder and CEO of Lifetime Value Media, shares his secrets on how he turned around a company's retention rate from 83% to an astounding 98% in just one quarter!Click here to watch the interview on YouTube.๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Learn the three-pronged strategy that skyrocketed retention rates by 15% in 90 days.- Discover how creating detailed success plans and asking the right questions can ensure customer renewals.- Find out how using a simple Salesforce field can provide deep insights into customer sentiment and drive proactive strategies.๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“
2024-10-1130 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastTransforming Careers From Zero Experience to Successful CSMSend us a textUnlock 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.๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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 program๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“Hanene Duprat founded Rise International to provide hands-on Customer Success expertise to businesses worldwide...
2024-10-0421 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastTips and Tricks for Reducing Customer ChurnSend us a textEver 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!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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.๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“Varda Tirosh, as Optimove's Chief Customer Officer, has been at the helm of client-facing teams, including Customer Success (CS), for more tha...
2024-09-2731 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastIMPROVE Customer Surveys and INCREASE Survey Response RatesSend us a textIn 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 YouTube๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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...
2024-09-2026 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow Alex Turkovic Built a Digital Customer Success TeamSend us a textHow 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!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Unveil how Alex spearheaded a comprehensive digital Customer Success program at Flexera, revolutionizing customer interactions.- Discover success stories as Al...
2024-09-1330 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastScaling CS: Boost Your Net Retention Rate from 100% to 120%Send us a textHow 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!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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...
2024-09-0617 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to Become a Value-Driven CSMSend us a textDiscover 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 Levโ€™s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecustomermethodClick here to watch the video on YouTube.๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’- 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.
2024-08-3135 minManage Your Projects With Confidence!
Manage Your Projects With Confidence!EP6: Four Project Management Myths That Sound True But Are FalseDo you know most of the things said about project management are not true? Like other fields, there are many misconceptions. In todayโ€™s episode, I want to debunk four things people say about project management that sound true but are false. I will share with you facts drawn from my experience working in this field for over 15 years.Cerila Gailliard, PMP, CSM has served as a certified Project Management Professional for small to large companies. She is the owner of Orchestrating YourSuccess LLC which provides project management services.ย  Cerila is a veteran of all thi...
2024-08-2613 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhy You Need to Implement a Customer Champion Program!!Send us a textHave 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!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - Andrea unveils her blueprint for deepening client relationships and driving loyalty.- Discover Andrea's tactics for keeping customer satisfacti...
2024-08-2320 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastAchieving 120% NRR with the OGSMT FrameworkSend us a textRachel 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!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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...
2024-08-1635 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastElevating Net Retention Rate with Capability Adoption ScoresSend us a textHow 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.๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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 cohesiv...
2024-08-0934 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastStrategic Insights into the CSM Pooled ModelSend us a textHow 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! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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...
2024-08-0234 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastTAM vs CSM: Navigating Customer Success RolesSend us a textExplore 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! ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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 opti...
2024-07-2630 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastShould we merge CS and Support roles?Send us a textDive 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!๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - Uncover AI's transformative potential in customer engagement and operational efficiency.- Learn how businesses can redefine industry standards through AI-driven solutions.- Explore a str...
2024-07-1927 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhy the KORE Score Framework will Retire the Net Promoter ScoreSend us a textAre 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 ExcellentWant to watch the full video? Join our Mastermind program!ย ๐Ÿ‘‰https://bit.ly/3VlI7gU๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย โ—พ Discover TSIA's groundbreaking research on monetizing customer success and industry performance trends.โ—พ Learn effective strateg...
2024-07-1232 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastMonetizing Customer Success - A Masterclass in CS Revenue GenerationSend us a textSanjeet 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.ย ๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ย - Discover Sanjeet Bali's journey of transforming a failing customer success team into a multi-million dollar revenue engine.- Uncover the strategic tactics and value-driven approaches behind successfully monetizing customer success practices.- Gain expert insights into revenue generation strategies and the profound impact of customer success on accelerating business growth.๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“
2024-07-0532 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastTake Your CS Operations Team to the Next LevelSend us a textWhat 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.๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’ - 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 te...
2024-06-2827 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastIf You Don't Have a Customer Advisory Board Yet...Listen to this!Send us a textHow can executive advisory boards transform your company's approach to Customer Success?ย 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:- The strategic value of executive advisory boards in developing deep relationships with key clients.- Practical tips from Mike on setting up and o...
2024-06-2129 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastCareer Change - From Tech Support to CSSend us a textAre 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- Mastering strategies for a frictionless move to customer success.- Cultivating essential skills that are vital...
2024-06-1427 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat You Don't Know About Customer Success Career Paths - Deltek Does!Send us a textDive 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.ย 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- Discover how Deltek's innovative career development framework brings enhanced clarity and m...
2024-06-0726 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastGen AI in Action: Boosting Customer Support and Success StrategiesSend us a textDiscover 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...
2024-05-3130 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow Do I Deal With Challenging Customers as a CSM?Send us a textHow 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...
2024-05-2029 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHyper Growth Strategies: Supercharging Customer Success TeamsSend us a textJoin 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...
2024-05-1724 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastRevolutionize Your Customer Success with Generative AISend us a textDive 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...
2024-05-1036 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThe Ultimate Guide to Scaling Customer Success for Maximum ResultsSend us a textJoin 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.๐Ÿ” 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 f...
2024-05-0332 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastDriving Innovation in Customer Success with the 70-20-10 MethodologySend us a textWhat 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:๐Ÿ”ธ Explore how the 70-20-10 framework enhances change management, communication, transparency, and innovation within organizations.๐Ÿ”ธ Discover real-world applications and success stories from industry giants like IBM, Netflix, Google, and Coca-Cola.๐Ÿ”ธ Gain insights into the five critical stages of idea development, from inception to full implementation, fostering continuou...
2024-04-2538 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhy You Need NPS Surveys!Send us a textJoin 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.๐Ÿ” 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.
2024-04-1930 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastChurn Prediction - The Consumption Based ModelSend us a textIrit 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.
2024-04-0519 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow Data Insights Can Transform Customer Success to PerfectionSend us a textDive 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.ย 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 i...
2024-03-2940 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThe Surprising Productivity Tips Every CSM Needs to KnowSend us a textStep 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...
2024-03-0827 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastMastering Difficult Conversations: Secrets to Handling Tough CustomersSend us a textAs we know, being a customer success manager isn't always a smooth ride โ€“ 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:โ€ขย  The importance of establishing safety in conversations.โ€ขย  The role of care and kindness in building trust with clients.โ€ขย  Strategies to reconstr...
2024-02-2322 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastUnlocking Customer Success: Strategies for Industry-based OrganizationsSend us a textIn 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...
2024-02-1630 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThe Ultimate Guide: Customer Success vs Customer SupportSend us a textCustomer 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...
2024-02-0235 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastStreamlining and Scaling Customer Success with Customer HubsSend us a textDive 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...
2024-01-1229 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastService Offer Creation and Go-To-Market Strategies for SuccessSend us a textJoin 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 JourneyCrafting Customer-Centric ServicesIn-Depth DiscussionsPractical Advice & StrategiesEngaging and InformativeThis conversation, covering collaboration, pricing structure refinement, and more, is a treasure trove for those elevating their service offerings. Tune in for practical advice...
2024-01-0537 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastProving the Value of Customer Success: An ROI ApproachSend us a textJoin 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.ย 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.ย 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 an...
2023-12-2936 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThe Dos and Don'ts of Getting Customer FeedbackSend us a textExplore 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...
2023-12-1531 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFrom Good to Great: Elevating Your CSM Customer Conversations with AISend us a textJoin 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...
2023-12-0830 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to Scale Customer Services After a MERGER and ACQUISITIONSend us a textExplore 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:ECIโ€™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.Davidโ€™s expert advice for successful M&A ma...
2023-11-2427 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastUnlocking the Secrets of Partner Success KPIsSend us a textJoin 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...
2023-11-1838 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhen your Company moves From On Premise to SaaS โ€“ The Customer Success PlaybookSend us a textIn 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...
2023-11-0334 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to elevate your customer relationship strategy!Send us a textWhile 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...
2023-10-2725 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastSetting up a CSM team for International RegionsSend us a textIn 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...
2023-10-0729 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWinning The Customer Success Manager of the Year ๐Ÿ†Send us a textIn 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...
2023-09-2932 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFrom a Rookie CSM to an Award Winning CSM Director in less than 18 months!Send us a textJoin 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 victoryCareer insights, from highs to lows, that shaped her pathThe key factors that led to her prestigious awardFrom CS newcomer to triumphing in the Rising Star category at the EMEA CS Excellence Awards, Melisaan Foster has a wealth...
2023-09-1634 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to address UNETHICAL behavior in Customer SuccessSend us a textJoin 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...
2023-08-1834 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat Innovative Use of Technology landed Yair the CS Excellence Award in 2022Send us a textDiscover 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...
2023-08-0431 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat it takes to become a Rising Star CSM finalistSend us a textJoin 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.ย 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 dataโ€™s crucial role in substantiating claims and...
2023-07-2819 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThe Rise and Evolution of CS OperationsSend us a textJoin 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...
2023-07-2122 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastDefining an Effective Success Plan Strategy for CSMsSend us a textIn this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently.ย 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 m...
2023-07-1431 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastThis is how you should be ONBOARDING a NEW CSM (Customer Success Manager)!Send us a textIn 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...
2023-06-3020 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat Service Packages look like when CHARGING for CSSend us a textLooking 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: โ—ฝ๏ธ Pricing levels of different packages for Folloze's Customer Successโ—ฝ๏ธ Step-by-step overview of the customer success packages creation processโ—ฝ๏ธ Handling pushback from customers when you first monetize and...
2023-05-1225 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow To Handle SEVERE TECHNICAL ISSUESSend us a textIn 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...
2023-05-0523 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastCS Ladies - An Online Community For Women by WomenSend us a textThis 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 Dianaโ€™s career journey, but also about how she co-founded โ€˜CS Ladiesโ€™. It is also about what life taught her and that to have a thriving business career:โ—พ๏ธ CS Ladies need to come together and form alliances where they can support ea...
2023-04-1423 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastIs Customer Success a Function or a Strategy?Send us a textDuring 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.ย 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.ย 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...
2023-04-0726 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWant to be CUSTOMER-CENTRIC?Send us a textIn 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.
2023-04-0121 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat SALES SKILLS Are Relevant For Customer SuccessSend us a textIn this podcast episode, Richard Harris shares some valuable insights on the essential sales skills that can help boost the success of customer success teams.ย 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 successWhat sales skills are relevant to customer success managersWhen would be the best time to have sales training for your customer success teamS...
2023-03-2413 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFour Key CSM Role Profiles you want to hire for!Send us a textIn this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the ๐Œ๐ฎ๐ฅ๐ญ๐ข-๐Ÿ๐š๐œ๐ž๐ญ๐ž๐ ๐‚๐’๐Œ model, which outlines essential skills that CSMs should possess, such as:solid customer-facing experienceProactivenesseffective communication skillsempathyand the desire to make customers successful.ย Additionally, he identifies four CSM profiles based on experience and characteristics required for his team:ย The "๐๐ซ๐จ๐ฃ๐ž๐œ๐ญ ๐Œ๐š๐ง๐š๐ ๐ž๐ซ,"ย The "๐ƒ๐š๐ญ๐š ๐š๐ง๐š๐ฅ๐ฒ๐ญ๐ข๐œ๐ฌ"ย The "๐ƒ๐จ๐ฆ๐š๐ข๐ง ๐ž๐ฑ๐ฉ๐ž๐ซ๐ญ/๐“๐ซ๐ฎ๐ฌ๐ญ๐ž๐ ๐€๐๐ฏ๐ข๐ฌ๐จ๐ซ," andย The "๐๐ž๐ ๐จ๐ญ๐ข๐š๐ญ๐จ๐ซ"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 a...
2023-03-1724 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFundamental Steps to Creating Powerful Customer Success ProcessesSend us a textDocumenting 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.ย Check o...
2023-03-1026 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFrom RETAIL to CUSTOMER SUCCESS: Career ChangeSend us a textWith 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.ย  There is so much to learn from her insights about retail and Customer Success.ย 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 thatย  SaaS companies canย  leverage the soft skills gained from luxury reta...
2023-03-0318 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastTop 10 CSM Skills Hiring Managers Look ForSend us a textWhen 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 theย  hiring manager is authenticity. Authenticity is more than just honesty. It i...
2023-02-2421 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to create SUCCESS PLANS that don't SUCKSend us a textMost 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...
2023-02-1019 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastFrom Account Manager to Customer Success Manager (CSM)Send us a textChanging roles from an Account Manager to a Customer Success Managerโ€™s position is not a trivial move, as many hiring managers might think.ย 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:ย Focus and objectivesCompensation structureQuality and quantity of activityReporting requirementsAs someone who transitioned from an Account Manager role to a...
2023-01-1322 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastAccount Managers vs. Customer Success Managers (CSM's)Send us a textBoth 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 overlapsย  between the two roles, but Account Managers and Customer Success Managers have different approaches and responsibilities.ย 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 ea...
2022-12-3022 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHiring a FIRST-TIME Customer Success Manager (CSM)Send us a textHiring 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...
2022-12-1619 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastPreparing for your CUSTOMER WELCOME CALLSend us a textIn customer success, the ability to build impactful relationships with new customers can make a huge difference for a CSM. ย This podcast episode will help you do just that!ย The first call with new customers is one of the most important meetings a CSM will ever make. ย 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.ย The good news...
2022-12-0920 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastCOMPENSATION PLANS for Customer Success ManagersSend us a textWhat 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 Managerโ€™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...
2022-12-0216 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastTop Customer Success KPIs for Managing CSM TeamsSend us a textHow can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program?ย 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 t...
2022-11-2521 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastBuilding your 90-DAY PLAN as a Customer Success ExecutiveSend us a textIn 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...
2022-11-1822 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastCustomer Success CAREER DEVELOPMENT PathSend us a textIn 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:
2022-11-1125 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to Best OPTIMIZE Your Customer Success PlanSend us a textWhat 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.โ€œCustomer Success Planning is about doing the research on your customer and doing the research on the industry of your customer.โ€ - Violaine YziquelIn this podcast episode with Violaine Yziquel, Director of C...
2022-11-0417 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to Capture BUSINESS OUTCOMES during a QBRSend us a textAre you passionate about driving a big impact and maximizing value?!ย To help you effectively manage desired business outcome discussions with your clients, you have to first develop a prescribed framework.ย 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.ย Some of the topics discussed are:Effective perceived value conversationsย Frequency of QBRsThe right frameworkThe right time to plant seedsThree ways to slice and dice use cases and...
2022-10-2836 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat is a STRATEGIC Customer Success Manager?Send us a textA 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: 1. Interaction with customers, ensuring that their questions are answered and their needs are addressed2. Understanding the business to know what they have based on the product 3. Identifying upsell and cross-sell opportunities with customers. 4. conducting quarterly business reviews (QBRs) with customers to help them assess their progress and...
2022-10-1414 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhat is an ENTERPRISE Customer Ssuccess Manager?Send us a textWhat 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...
2022-10-0715 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastCustomer Success Manager SALARY TrendsSend us a textEver 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 Totangoโ€™s latest Sa...
2022-09-3022 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to DEVELOP a CUSTOMER SUCCESS STRATEGYSend us a textDiscover 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:ย Undefined customer success rolesChaotic customer dataLack of a unified voice in the organization.ย 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 te...
2022-09-2334 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastA Day in the Life of a CUSTOMER SUCCESS MANAGERSend us a textWhat 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...
2022-09-1613 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastHow to Develop a QUARTERLY BUSINESS REVIEW (QBR)Send us a textLearn 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...
2022-09-0921 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastCustomer Success LIFECYCLE JOURNEY MAPSSend us a textIn 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.ย Join Irit Eizips, CCO and CEO of CSM Practice as she talks about Customer Success Lifecycle Journey Mapping, a...
2022-09-0245 minCSM Practice - The Customer Success Podcast
CSM Practice - The Customer Success PodcastWhy Active Listening is importantSend us a textMany 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.ย 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 a...
2022-08-2523 min#JustTalk - Grassroots football stories
#JustTalk - Grassroots football stories#18 Grassroots stories with... Aaron HunwicksSeason 3 of #JustTalk continues this week, with Aaron Hunwicks to give his Grassroots story to Rob and Anees! His Chadwell Heath Spartans side are a league rival of our own CSM London, but such is the relationship between the two clubs, we'll be cheering them on in a nailbiting title deciding run in for the Essex Alliance League Senior Division title. Aaron's Grassroots story is one of family, commitment, and motivation to be both a player and manager of this new football club. Having founded the club with family members, the Hunwicks continue to push the Spartans...
2022-03-1430 min#JustTalk - Grassroots football stories
#JustTalk - Grassroots football storiesSeason 2 recap with Rob and AneesHost Rob is joined by CSM London FC chairman Anees Ikramullah to recap their favourite parts of Season 2. We have been able to host some wonderful guests who given their Grassroots Stories from the perspective of being a chairperson, fan, media volunteer, coach, and player. Such an amazing range of guests and we'll be looking to host another diverse set of individuals to share their Grassroots Stories in Season 3, which we'll look to kick off in time for the 2021-22 season. Thank you to Danny Owens, Nikhil Saglani, Tom Taylor, Daniel Merrix, Chris Knight, Nojeem "Jay Agbossa"...
2021-11-0111 min#JustTalk - Grassroots football stories
#JustTalk - Grassroots football stories#16 Grassroots stories with... William BrobbyWhat better way to close Season 2 of #JustTalk than to have Mr. CSM himself, Will, join host Rob to give his Grassroots Stories. Despite joining CSM London FC as Saturday team manager, Will's playing career has not yet come to an end as he still plays for the Sunday IIs team at the club. He talks through some of the challenges faced with coaching players on a Saturday, some one whom are his teammates on a Sunday and the interesting dynamics behind this. Also, we get to take a look back at what made Will...
2021-10-1822 min#JustTalk - Grassroots football stories
#JustTalk - Grassroots football stories#15 Grassroots stories with... Anees IkramullahAnees joins Rob Crane to give his Grassroots Stories for episode 7 in Season 2 of the #JustTalk podcast. Having moved to Liverpool for 3 years, Anees has returned to London and is closer to the CSM London club he setup. But his story is one of a shared journey with friends to help make football accessible through the club and various community projects he has helped setup alongside his friends. ย  A new challenge is set now though, as he has very recently become a father. Rob asks what now motivates Anees football and how becoming a dad h...
2021-10-0423 min#JustTalk - Grassroots football stories
#JustTalk - Grassroots football storiesSeason 1 recap with Rob and AneesHost Rob is joined by CSM London FC chairman Anees Ikramullah to recap their favourite parts of Season 1. We have been able to host some wonderful guests who given their Grassroots Stories from players to referees, coaches to goalkeepers, and educators to physios.ย  Such an amazing range of guests and we'll be looking to host another diverse set of individuals to share their Grassroots Stories in Season 2, which we'll look to kick off in time for the 2021-22 season.ย  Our work behind the scenes continues though (call it pre-season!). So if you are looking to sh...
2021-05-0908 min