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CSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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 PodcastCSM Practice - The Customer Success PodcastScalable Adoption Strategies to BOOST Customer Success in 2025Send us a textAre you struggling to get users to adopt your product’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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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 PodcastCSM 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.π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β 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 satisfactionπ€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Mariana is a seasoned professional with over 15 years of experience in management consulting...2025-04-1139 minCSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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 PodcastCSM Practice - The Customer Success PodcastLessons from a Customer Success Professional for Higher CSATSend us a textWhat’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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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 PodcastCSM Practice - The Customer Success PodcastBuilding Success Plans Your Customers Can’t Live WithoutSend us a textWhat makes a success plan truly impactful?Β 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - The critical difference between success plans and project plans – 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - How portfolio CSMs manag...2025-01-2427 minCSM Practice - The Customer Success PodcastCSM 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. BΓ‘rbara Edith Pugliese shares her team’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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - Learn how to create a Net Positive Sentiment Score using Google Forms to sy...2024-12-0619 minCSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM Practice - The Customer Success PodcastRenewal Automation Leads to 15-Point Improvement in Retention RateSend us a textCan renewal automation transform your customer success strategy and drive significant revenue growth? The answer is YES! In this insightful conversation with Sharon Shafran, VP of Customer Success and Operations at Emerson, we explore the journey of implementing automation in a mature organization and the remarkable outcomes achieved.Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - Emerson's retention rate improved by 15 points through renewals automation.- The transition from manual to automated processes freed up resources for high-value customer success activities.- The usage of credit cards for renewals i...2024-11-0834 minCSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Matt Kaplon is a Director of Client Success at the world’s number 1 j...2024-10-2527 minCSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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.π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓2024-10-1130 minCSM Practice - The Customer Success PodcastCSM 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.π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 programπ€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Hanene Duprat founded Rise International to provide hands-on Customer Success expertise to businesses worldwide...2024-10-0421 minCSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Varda 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 PodcastCSM 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 YouTubeπ‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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 Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecustomermethodClick here to watch the video on YouTube.π‡πˆπ†π‡π‹πˆπ†π‡π“π’- 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 today’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.Β  Cerila is a veteran of all thi...2024-08-2613 minCSM Practice - The Customer Success PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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.π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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! π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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! π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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!Β πŸ‘‰https://bit.ly/3VlI7gUπ‡πˆπ†π‡π‹πˆπ†π‡π“π’Β β—Ύ Discover TSIA's groundbreaking research on monetizing customer success and industry performance trends.β—Ύ Learn effective strateg...2024-07-1232 minCSM Practice - The Customer Success PodcastCSM 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.Β π‡πˆπ†π‡π‹πˆπ†π‡π“π’Β - 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.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓2024-07-0532 minCSM Practice - The Customer Success PodcastCSM 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.π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 PodcastCSM 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?Β 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 PodcastCSM 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 PodcastCSM 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.Β 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 PodcastCSM 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 PodcastCSM 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 PodcastCSM 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 PodcastCSM 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 PodcastCSM 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.πŸ” 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 PodcastCSM 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:πŸ”Έ Explore how the 70-20-10 framework enhances change management, communication, transparency, and innovation within organizations.πŸ”Έ Discover real-world applications and success stories from industry giants like IBM, Netflix, Google, and Coca-Cola.πŸ”Έ 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 PodcastCSM 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.πŸ” 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 PodcastCSM 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 PodcastCSM 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.Β 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 PodcastCSM 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 PodcastCSM 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 – 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:β€’Β  The importance of establishing safety in conversations.β€’Β  The role of care and kindness in building trust with clients.β€’Β  Strategies to reconstr...2024-02-2322 minCSM Practice - The Customer Success PodcastCSM 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 PodcastCSM 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 PodcastCSM 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 PodcastCSM 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 PodcastCSM 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.Β 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.Β 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 PodcastCSM 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 min