Shows
CSM Practice - The Customer Success PodcastInside HPEโs Secret Weapon for Customer Success: Executive Interviews Explained!Send us a textWhat if your customer success strategy could directly boost revenue by 30%?ย In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine.Click here to watch the interview on YouTube!๐๐๐๐๐๐๐๐๐๐ย - How to structure CX interviews that uncover upsell opportunities- Why emotional metrics matter as much as NPS- The 3-pillar framework that ties VOC to revenue๐๐๐๐๐ ๐๐๐ ๐๐๐๐๐Meet Susana Esteban โ a passionate Global Customer Experience Leader with decades of experience...
2025-06-0234 minCSM 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!๐๐๐๐๐๐๐๐๐๐ย - 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 PodcastHow Emerson Increased Renewals with a ScaledCS engagementSend us a textIs digital customer success only for small clients? Think again!Irit Eizips sits down with Tiffany Morin, Director of Customer Success and Renewals at Emerson Test and Measurement, to uncover how her team successfully implemented digital customer success at an enterprise levelโresulting in quadrupled engagement!Click here to watch the interview on YouTube!๐๐๐๐๐๐๐๐๐๐ย - How digital engagement scales CS efforts across all customer segments- The enterprise CS model she implemented to drive customer success- How in-app messaging, webinars, and user groups transformed engagement...
2025-05-0235 minCSM 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.๐๐๐๐๐๐๐๐๐๐ย 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 satisfaction๐๐๐๐๐ ๐๐๐ ๐๐๐๐๐Mariana is a seasoned professional with over 15 years of experience in management consulting...
2025-04-1139 minCSM 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!๐๐๐๐๐๐๐๐๐๐ย - 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 PodcastLessons from a Customer Success Professional for Higher CSATSend us a textWhatโs 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!๐๐๐๐๐๐๐๐๐๐ย - 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 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!๐๐๐๐๐๐๐๐๐๐ - How portfolio CSMs manag...
2025-01-2427 minCSM Practice - The Customer Success PodcastImplementing the โExperts Successโ Strategy - Upsells & RetentionSend us a textHow can companies support and grow their small customers (SMBs) with limited resources?Discover how Mapleโs innovative platform helps companies support their small customers (SMBs) without breaking the bank. In this episode, Irit and guest Elad Donsky dive into scalable customer success strategies using industry experts.Click here to watch the interview on YouTube! ๐๐๐๐๐๐๐๐๐๐ - How to engage SMBs with limited resources- The benefits of a pay-per-use model for customer success- Real-world examples of boosting retention and upsells through expert-driven solutions๐๐๐๐๐ ๐๐๐ ๐๐๐...
2024-12-2027 minCSM 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!๐๐๐๐๐๐๐๐๐๐ - Learn how to create a Net Positive Sentiment Score using Google Forms to sy...
2024-12-0619 minCSM 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!๐๐๐๐๐๐๐๐๐๐ - 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 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!๐๐๐๐๐๐๐๐๐๐ - 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 min
The Customer Success PlaybookCustomer Success Playbook Podcast Season 2 Episode 27 -Irit Eizips - The Customer MethodSend us a textIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Irit Eizips, a world-renowned expert in customer success strategies and the mastermind behind Keep Your Customers. With accolades, including Top Customer Success Strategist of 2024 and induction into the CX Hall of Fame in 2023, Irit brings a wealth of experience and innovative thinking to the conversation.The episode dives deep into how small businesses and scale-up companies can effectively retain clients and grow revenues from their existing customer base. Irit introduces her unique system, the Customer...
2024-08-1338 minCSM 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.๐๐๐๐๐๐๐๐๐๐ - 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 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 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 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 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.๐ 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 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.๐ 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 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from!ย In this episode, we get into:ย Iritโs days at the early-stage Gainsight and the culture of startupsHer home in consulting (CSM Practice) vs. being a full time employeeBeing part of CS from the ground floorThe advancement of CS to where certification and degree programs have enabled college grads an entr...
2024-04-0951 minCSM 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 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 min
CSM Practice - The Customer Success PodcastThe vital role of CS Operations in proactive company transformationSend us a textBuilding a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. Whatโs more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team.In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a global organization into a thriving and efficient customer success practice that drives retention and growth.Stephanie provides valuable insights in...
2024-03-2239 min
CSM Practice - The Customer Success PodcastThe Ultimate Guide to Mitigate Customer ChurnSend us a textWelcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Success at Folloze. Together, they unravel essential strategies for mitigating customer churn and preserving valuable customer relationships. Join the conversation as Adi shares insights on identifying and maintaining an Ideal customer profile, along with effective measures to prevent deals from going awry.Gain valuable perspectives from Adi, drawing from her wealth of experience as SVP of Customer Success at Folloze.Explore methods discussed by Adi and Irit for pinpointing and upholding...
2024-03-1536 min
CSM Practice - The Customer Success PodcastThe Ultimate Renewal Team Management GuideSend us a textWelcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer.ย Together, we delve into comprehensive insights on establishing and overseeing a successful renewal team, covering strategic planning to practical execution. Here are a few key points from our discussion:Mark Mortimer shares strategies for building a renewal team that is aligned with organizational goals and customer success.Discover how to create a renewal team that consistently delivers positive and exceptional customer experiences.From customer acquisition to effective account management, our p...
2024-03-0140 min
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 min
CSM Practice - The Customer Success PodcastNext-Level Customer Support: How to Slash Tickets and Boost SatisfactionSend us a textIn this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topic: the art of reducing support tickets while elevating customer satisfaction to new heights.Discover the strategies that empowered Guidde's customer support team to efficiently handle a rapidly growing customer base without the need for excessive headcount:Categorizing major ticket issues for precision.Cultivating a knowledge-centric culture.Addressing migration challenges head-on within the product.This proactive approach led to remarkable results, including a substantial reduction in response times...
2024-01-2629 min
CSM Practice - The Customer Success PodcastStrategies for Choosing the Right Customer Success MetricsSend us a textIn this insightful podcast episode, join host Irit Eizips and guest Sue Nabeth Moore, Co-Founder of Success Chain, as they delve into the complexities of measuring the impact of Customer Success strategies. This engaging discussion focuses on the challenges of identifying the most effective metrics and creating a framework for successful measurement.Key Highlights:Discover the nuances of selecting essential Customer Success metrics.An introduction to the A.M.P.M. Framework and its emphasis on both leading and lagging indicators.Gain insights into the challenges faced in choosing Key...
2024-01-1939 min
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 min
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 min
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 min
CSM Practice - The Customer Success PodcastHow to increase product adoption!Send us a textJoin Irit Eizips, your go-to customer success strategist, in an exhilarating conversation with Phil Hobden, a trailblazer in the realm of customer success. Phil, a finalist for the Customer Success Excellence Awards, unveils his groundbreaking strategies that transformed Capitalize.com.Discover how Phil's innovative strategies reduced churn from 15% to a mere 5% and skyrocketed user adoption by an impressive 85% and learn how Phil's agile response reshaped remote customer engagement.Expect insights on:Crafting impactful customer success strategiesNavigating product adoption hurdlesMastering remote training in a digital worldTune in...
2023-12-2230 min
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 min
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 min
CSM Practice - The Customer Success PodcastHow to Deliver an Executive Business Review!Send us a textJoin Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podcast. This episode delves into the pivotal role of Executive Business Reviews (EBRs) in strategic business meetings, transcending the scope of typical Quarterly Business Reviews (QBRs). EBRs, as annual gatherings with a customer's executive team, are instrumental in synchronizing business visions and objectives.Irit and Meenal provide a thorough guide on preparing, conducting, and following up on EBRs, offering invaluable insights for Customer Success Managers (CSMs) and team leaders seeking...
2023-12-0137 min
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:ECIโs 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.Davidโs expert advice for successful M&A ma...
2023-11-2427 min
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 min
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 min
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 min
CSM Practice - The Customer Success PodcastForming an Award Winning ๐ Customer Success team!Send us a textWould you like to know what it took to build an award-winning team from scratch? In this interview, Claire Oโregan, Director of Customer Success at Juro, shares the success strategies in constructing a dynamic award winning team.Claire was successful in developing an award winning team building framework that would ensure greater employee retention, and ultimately, larger customer success. The framework that she developed used a step-by-step process that starts from the employee onboarding process and with her 90-day plan, she made sure that employees were we...
2023-10-2028 min
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 min
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 min
CSM Practice - The Customer Success PodcastThe Difference Between QBR and EBRSend us a textWelcome to our podcast episode where we delve into the world of Executive Business Review (EBR) and Quarterly Business Review (QBR), shedding light on their common misunderstandings and industry misuse. The landscape surrounding these reviews is often clouded by confusion, leaving ample room for ambiguity in their utilization.In this enlightening conversation with Irit Eizips, we're joined by Marc Troyan, the Director of Customer Success Research at TSIA. Together, we dissect the intricacies that set EBR and QBR apart, unraveling their true essence.Join us as Marc shares his...
2023-09-0227 min
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 min
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 min
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 dataโs crucial role in substantiating claims and...
2023-07-2819 min
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 min
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 min
CSM Practice - The Customer Success PodcastHow To Drive Higher User Adoption Levels With Success PlansSend us a textIn this episode, we delve into the fascinating world of user adoption with our special guest, Jason Whitehead, Co-Founder at Success Chain. Jason's vast experience in user adoption plans makes him the perfect match for our discussion on the application and significance of user adoption for any company.Join us as we explore the realm of user adoption successes, facilitation techniques, expectations, and potential improvements. One particularly intriguing aspect we touch upon is the crucial relationship between Customer Success Managers (CSMs) and the user adoption plan. Discover the interesting role CSMs...
2023-07-0732 min
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 min
CSM Practice - The Customer Success PodcastCustomer Success in SDK Software CompaniesSend us a textIn this podcast episode, join Binah's Director of Customer Success, Nir Cohen, as he dives into the world of customer success in SDK companies. Discover how CSMs (Customer Success Managers) play a crucial role in guiding customers towards success with their SDK solutions.Nir shares valuable insights and strategies, including:Leveraging metadata collected from device activations and measurements of SDK services to predict trends and identify customer challenges in navigation.Exploring the difficulties faced by SDK companies in maintaining high-touch relationships with customers due to...
2023-06-1617 min
CSM Practice - The Customer Success PodcastSurprising Facts about Working With Companies in Latin AmericaSend us a textJoin us as we explore the expanding Latin American market and learn about the opportunities it presents for software companies to scale up and expand. Floqastโs Customer Success Manager, Guillermo van Cruysen, who has extensive experience working with Latin American clients, shows us how to effectively work with LATAM clients.As a Latin American portfolio manager, Guillermo shares his expertise and strategies for winning over Latin American clients. By exploring topics such as the importance of language in creating personal connections, understanding cultural differences, and establishing meaningful relationships, he explains wh...
2023-06-0319 min
CSM Practice - The Customer Success PodcastScaling CS operations with process improvement ๐Send us a textDiscover the secrets to enhancing customer experience and driving success in customer-oriented companies through the power of process improvement. Join Pedro Candelas, in this exclusive podcast episode as he delves into the world of process optimization and continuous improvement.In this insightful discussion, Pedro covers various topics on Process Improvement, including:โพ๏ธIntroduction: Learn more about Pedro Candelas, his Industrial Engineering background, and how it has influenced his skill in managing process improvement.โพ๏ธLean Customer Success Organization: Explore the significance of continuous process improvement, focusing on activiti...
2023-05-2625 min
CSM Practice - The Customer Success PodcastWhat is Customer Success like in BrazilSend us a textExperience the dynamic world of Customer Success in Brazil as we delve into the insights of renowned industry expert Hiram Damin, recognized as one of the top Customer Success thought leaders for 2021.Join us in this captivating podcast episode where Hiram Damin, an accomplished consultant who has provided guidance to over 100 companies in Brazil, shares his wealth of knowledge. His impactful contributions extend to the publication of a Portuguese book on Customer Success, which has achieved remarkable success with over 2000 copies sold.Explore the thriving landscape of technology companies...
2023-05-1915 min
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: โฝ๏ธ Pricing levels of different packages for Folloze's Customer Successโฝ๏ธ Step-by-step overview of the customer success packages creation processโฝ๏ธ Handling pushback from customers when you first monetize and...
2023-05-1225 min
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 min
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 Dianaโs career journey, but also about how she co-founded โCS Ladiesโ. It is also about what life taught her and that to have a thriving business career:โพ๏ธ CS Ladies need to come together and form alliances where they can support ea...
2023-04-1423 min
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 min
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 min
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 min
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 ๐๐ฎ๐ฅ๐ญ๐ข-๐๐๐๐๐ญ๐๐ ๐๐๐ 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 "๐๐ซ๐จ๐ฃ๐๐๐ญ ๐๐๐ง๐๐ ๐๐ซ,"ย The "๐๐๐ญ๐ ๐๐ง๐๐ฅ๐ฒ๐ญ๐ข๐๐ฌ"ย The "๐๐จ๐ฆ๐๐ข๐ง ๐๐ฑ๐ฉ๐๐ซ๐ญ/๐๐ซ๐ฎ๐ฌ๐ญ๐๐ ๐๐๐ฏ๐ข๐ฌ๐จ๐ซ," andย The "๐๐๐ ๐จ๐ญ๐ข๐๐ญ๐จ๐ซ"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 min
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 min
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 min
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 min
CSM Practice - The Customer Success PodcastCAREER CHANGE: From Non Profit to Customer SuccessSend us a textSwitching from a non-profit job to an entirely different industry can be a daunting task, but Liron Kreitman, the Senior Client Success Manager at Abrigo, has successfully made the transition.ย Liron's journey from a fundraising director in the non-profit sector to her current role as a Customer Success Manager at a software company is inspiring. She delves into the challenges she faced when making the transition, including learning a new industry, adapting to new work processes and systems, and building new relationships with customers.In this podcast episode, Liron s...
2023-02-1719 min
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 min
CSM Practice - The Customer Success PodcastIncreasing UPSELL Revenues with CUSTOMER INTELLIGENCE ToolsSend us a textCustomer Intelligence tools help identify upsell opportunities and prioritize them based on each accountโs historical data. By leveraging customer data in a strategic manner, companies can improve their upsell revenues using artificial intelligence. By using an intelligent data tool, all the information needed by those responsible for upsell revenues can be readily accessible, resulting in more efficient customer engagements.Additionally, as the customer intelligence tool gets smarter over time, it can generate recommendations for actions that will assist in scaling, and in prioritizing actions to make the teamโs ap...
2023-02-0329 min
CSM Practice - The Customer Success PodcastMust-Track Customer Onboarding KPIs and DashboardsSend us a textCustomer onboarding, like any other process, needs constant improvement which also means keeping track of the changesย on an a regular basis. That is where the customer onboarding KPIs come in, making timely data-driven decisions is possible.In this podcast episode, Bree Pecci, Customer Success Enablement at ChurnZero, shares a list of customer onboarding KPIs their customers typically track.In addition, Bree walks us through their onboarding dashboard and explains how to adjust the customerโs health score during the onboarding phase.Hereโs what you can expec...
2023-01-2734 min
CSM Practice - The Customer Success PodcastThe Customer ONBOARDING Maturity ModelSend us a textHow does your customer onboarding phase compare against other companies? This podcast episode introduces a Customer Onboarding Maturity Model to help you figure that out in minutes!Among the most important aspects of the Customer Success journey is onboarding. As such, companies should place a significant effort in ensuring the customer onboarding is aligned with best-in-class practices. The Customer Onboarding Maturity model, developed by Rocketlane, is designed to help companies assess their current state of the onboarding process against best practices and highlight areas to improve on. In this...
2023-01-2012 min
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 Managerโs 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 min
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 min
CSM Practice - The Customer Success PodcastThe Importance of Investing in CUSTOMER SUCCESSSend us a textThe role of a strong Customer Success Team becomes even more critical after the economic downturn. Business strategies often change as companies quickly realize the importance of shifting their business model to from product-centric to a customer-centric one. Coping with the new challenge of decreasing renewals and expansions is a reality many companies currently face. However, this is when they should hopefully realize the importance of their Customer Success team.A while back, Iโve interviewed Nick Mehta, Gainsightโs CEO on the importance of doubling down on investments in C...
2022-12-2323 min
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 min
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 min
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 Managerโs 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 min
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 min
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 min
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 min
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.โCustomer 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 min
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 min
CSM Practice - The Customer Success PodcastHow to Use HUBSPOT for CUSTOMER SUCCESSSend us a textInvesting in Customer Success Software like HubSpot can be one of the most remarkable decisions you make in your customer success journey. Companies use Customer Success Software to streamline customer success operations, foster relationships with customers, monitor key performance indicators, and identify potential issues and opportunities. Currently, HubSpot is one of the most preferred software in Customer Success as it provides high-level automation and personalization opportunities that enable customer success teams to effectively engage with customers.HubSpot is also one of the most frequently used CRM software...
2022-10-2116 min
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 min
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 min
CX...Oh!Decrypting Customer Succ-trategy ft Irit EizipsCustomer success - just another jargon or a substantial integrant in the experience that a customer has with an organisation? Let's decrypt it with Irit Eizips, CEO, CSM Practice.
Irit's LinkedIn profile: https://www.linkedin.com/in/eizips
Experience the magic of service!
2022-10-0118 min
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 Totangoโs latest Sa...
2022-09-3022 min
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 min
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 min
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 min
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 min
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
The Customer Success ChannelIrit Eizips, CCO & CEO at CSM Practice - How to close a renewal with an upsellIn this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell.ย While gaining new customers is exciting, retaining them is where your SaaS will generate revenue. So, how does your company build the best renewal process? How do you gauge the sentiment of the customer for the renewal? And how should a CSM be compensated?Podcast enquiries: sofia@planhat.com
2022-08-2338 min
Breakthrough SaaS Growth with The JasonsGuest: Irit Eizips - Designing & Implementing Customer Success Strategies In Complex OrganizationsJoin us with guest Iritย Eizips, CEO and Chief Customer Officer for CSM Practice, aย global customer success management consulting firm,ย that specializes in working with executives to accelerate the creation and implementation of Customer Success strategies.ย
Today weโre talking with Irit about how you go about designing and implementing customer success strategies in complex organizations (and whatย exactly complexย organizations are).
ABOUTย IRIT EIZIP
Irit Eizips is CEO of CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and imple...
2022-04-0525 min