CSM Practice - The Customer Success Podcast

Irit Eizips & CSM Practice

Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!

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Episodes

How to Prove Value to Customers
6d ago
How to Prove Value to Customers
Is your saas onboarding strategy leaving customer value on the table?Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - Value Audits for SaaS success- Customer retention strategies- Aligning professional services with customer success  π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Saood Shah, SVP of Services at Monetate and founder of XnO Solutions.  Saood has had a long history of delivering Services success at prestigious names like Siebel, Computer Associates, Gainsight, and now Monetate.πŸ”— You may connect with Saood via LinkedIn𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Customer Lifetime Value and Client RetentionπŸŽ₯ Watch: How to Score Customer Value⏬ Download: Creating and Calculating Customer Value◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
The Role of Portfolio Customer Success Managers
Jan 24 2025
The Role of Portfolio Customer Success Managers
How 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 manage large customer bases efficiently using dynamic segmentation and prioritization techniques.- The balance between personalized customer interactions and scalable one-to-many strategies like webinars.- Effective ways to engage and retain customers while reducing the cost to serve through hybrid CS models.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Vitor works as a Sr. Scaled CSM at Zendesk. He is a former industrial engineer, passionate about education, and Vitor has found in Customer Success the perfect blend of his expertise and passion.πŸ”— You may connect with Vitor via LinkedIn𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: The Rise of the Portfolio CSMπŸŽ₯ Watch: 8-Step Engagement Plan⏬ Download: 10 Skills of Highly Effective CSMs◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win
Jan 17 2025
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win
Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resources. Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - How to optimize QBRs for maximum impact- Automating renewals to boost efficiency- Using a CSP to reduce churn and enhance customer engagementπ€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Mary Migiano is the the Head of Customer Success at Compt, a leading HR platform that allows companies to offer highly customizable lifestyle benefits, tailored to meet the diverse needs of each employee. Mary and her team partner with HR, People Operations, and Executives to develop and support comprehensive benefit programs throughout their journey with Compt.πŸ”— You may connect with Mary via LinkedIn𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Download: The Essential Guide to QBRsπŸŽ₯ Watch: Renewals Made Easy⏬ Listen to: The Daily Stand Up◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
AI Is Changing Customer Success Forever
Jan 10 2025
AI Is Changing Customer Success Forever
Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities.Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving strategic growth for your business. Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - AI-powered surveys increase customer engagement by providing dynamic, personalized feedback in real-time, improving the overall customer experience.- AI helps boost revenue by identifying upsell opportunities throughout the customer journey, not just at renewal times.- AI-driven efficiency allows CS teams to focus on strategic initiatives, as the AI handles routine tasks like follow-ups and feedback analysis.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Lihong Hicken, CEO of TheySaid, is a visionary leader known for creating new categories and leveraging technology, data, and experimentation to solve complex problems. With a focus on collaboration, clarity, and customer-centric innovation, she leads her team to rapid growth and mutual success.πŸ”— You may connect with Lihong via LinkedIn𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸŽ₯ Watch: Why You Need NPS SurveysπŸŽ₯ Watch: Improve Customer Surveys!⏬ Download: Customer Value Journey Map Template◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Uplevel Your QBRs to Double Your Upsell Revenue
Jan 3 2025
Uplevel Your QBRs to Double Your Upsell Revenue
Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues.Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - How to harness product usage data to identify and act on upsell opportunities- Strategies to elevate your QBRs into collaborative discussions that deliver real business value- The role of ROI calculators in showcasing impact and driving upsell conversations with key stakeholdersπ€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Stijn Smet is the Head of Customer Success at Whale and was recognized as one of the top 100 Customer Success Strategists by SuccessHacker in 2023. With a passion for revolutionizing the customer success landscape, he is dedicated to mentoring and uplifting fellow professionals in the industry.πŸ”— You may connect with Stijn via LinkedIn𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: How to Capture Business Outcomes During a QBR MeetingπŸŽ₯ Watch: Getting Executives to Attend Your QBR⏬ Download: QBR Template◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Transform Customer Onboarding with These Practical Steps
Dec 27 2024
Transform Customer Onboarding with These Practical Steps
Do your customers keep getting stuck in onboarding purgatory?After this session with Kristi Faltorusso, you will learn the key steps that will transform your onboarding experience. Whether you're struggling with long onboarding times or looking for practical, scalable solutions, Kristi shares strategies that have driven success at Client Success and beyond. Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - How to identify gaps in your onboarding process and reduce time-to-value- Practical tips on creating onboarding content that scales- Strategies to build a seamless onboarding framework tailored to customer needsπ€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Kristi Faltorusso, an award-winning Customer Success Executive, has spent 12 years building and transforming Customer Success teams in hypergrowth B2B SaaS companies. Currently, she is the Chief Customer Officer at ClientSuccess, overseeing success, support, and services.πŸ”— You may connect with Kristi via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Customer Onboarding Best PracticesπŸŽ₯ Watch: Making Your Onboarding Process Scalable⏬ Download: Customer Onboarding Tech Stack Assessment◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Implementing the β€œExperts Success” Strategy - Upsells & Retention
Dec 20 2024
Implementing the β€œExperts Success” Strategy - Upsells & Retention
How can companies support and grow their small customers (SMBs) with limited resources?Discover how Maple’s 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! π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - 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 solutionsπ€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Elad Donsky, CEO of Mayple, is shaping the future of digital marketing through innovative AI-driven solutions. With a rich background, including leadership roles at Salesforce and co-founding Implisit, Elad brings deep expertise in AI, R&D, and business growth to the conversation.πŸ”— You may connect with Elad via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Customer Retention During a Slow EconomyπŸŽ₯ Watch: How to Optimize Your Customer Success Strategy⏬ Download: Upsell Strategies Global Market Trends#CustomerSuccess #ChurnReduction #CustomerRetention #UpsellStrategies◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Data-Driven Initiatives to Lowering Churn
Dec 13 2024
Data-Driven Initiatives to Lowering Churn
Is 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 program that not only retains customers but turns them into brand advocates.- Understand the balance between trying to save every account and focusing on high-value customers.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓BΓ‘rbara Edith Pugliese is a passionate advocate for innovation within the realm of Customer Success. With a strong background in sales and data analysis, BΓ‘rbara brings a unique blend of strategic insight and analytical rigor to her work. Currently, she is playing a pivotal role within a longstanding corporate giant, where she is spearheading initiatives to disrupt and modernize decades-old customer engagement strategies.πŸ”— You may connect with BΓ‘rbara via LinkedIn𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Customer Advocacy - Definition for Customer SuccessπŸŽ₯ Watch: Cybersecurity Trends - Building Customer Advocacy⏬ Download: Handling Code Red Customer Situations#CustomerSuccess #CSM #ChurnManagement #Advocacy◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Achieving a Net Positive Score with Google Forms
Dec 6 2024
Achieving a Net Positive Score with Google Forms
Did 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 systematically track and analyze customer feedback.- Understand the importance of documenting customer interactions and sentiments. - Explore the benefits of converting qualitative feedback into quantitative data.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Sara is the Head of Customer Success at Antavo, she’s one of the 25 most creative CS leaders in 2024 and also works as a Mentor for Women in Customer Success.πŸ”— You may connect with Sara via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Customer Lifetime Value and Client Retention - What’s the Connection?🎧 Listen: This Is Growth Podcast🎧 Listen: Women in CS Podcast#CustomerSuccess #NetRetention #GoogleForms #CustomerExperience◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Secrets to Smooth Renewals and Driving Upsell Opportunities
Nov 29 2024
Secrets to Smooth Renewals and Driving Upsell Opportunities
"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape." Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Customer Success Managers (CSMs), and the integration of upsell opportunities to boost revenue.Click here to watch the interview on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - Learn how empowering Customer Success Managers (CSMs) to handle renewals has led to faster, more efficient processes and improved customer satisfaction.- Discover specific tactics for identifying and leveraging upsell opportunities, resulting in significant revenue growth.- Gain insights into the post-merger integration of Totango and Catalyst, including the strategic benefits and enhanced customer success operations.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Chris Dishman is SVP of Global Customer Success of Totango + Catalyst, a customer growth platform that helps businesses protect and grow revenue from their customer base. He’s responsible for driving revenue growth by fostering an holistic GTM strategy with emphasis on building exceptional alignment between the pre- and post-sale activities, teams and functions. πŸ”— You may connect with Chris via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Managing Renewals Early On In the Customer JourneyπŸŽ₯ Watch: Increasing Upsell Revenue with Customer Intelligence Tools⏬ Download: Upsell Strategies Global Market Trends#CustomerSuccess #Renewals #UpsellStrategies #BusinessGrowth◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Why Every CEO Needs to Understand Customer Success!
Nov 22 2024
Why Every CEO Needs to Understand Customer Success!
In 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 businesses to achieve superior customer success outcomes.- Learn effective strategies for proactive customer engagement and the integration of AI to boost customer service and operational efficiency.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Mark Abbott is the founder and CEO of Ninety.io, with decades of experience in startups and small to mid-sized companies. A visionary leader and executive-team coach, he has generated over $1 billion in gains and is passionate about teaching leadership teams to build productive, humane, and resilient companies.πŸ”— You may connect with Mark via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: How Saas Startups Can Implement Customer SuccessπŸŽ₯ Watch: If You Don’t Have a Customer Advisory Board Yet…Watch This!⏬ Download: Customer Relationship Matrix Template#CustomerSuccess #EOS #BusinessGrowth #HighTrustRelationships◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Optimizing Cross-Functional Customer Success Processes
Nov 15 2024
Optimizing Cross-Functional Customer Success Processes
Beth Fulton shows us how to optimize CS processes through cross-functional collaboration LIKE A BOSS! Learn the insider tips and tricks that can transform your team's efficiency and drive unprecedented growth in your customer success strategy.Click here to watch on YouTube!π‡πˆπ†π‡π‹πˆπ†π‡π“π’ - Discover how shifting focus from technical implementations to business value can drive success.- Learn the importance of data-driven decision-making for reducing churn and increasing retention.- Get insights on improving cross-functional team collaboration to achieve better outcomes.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Beth has been in software implementation and success for over 20 years with the last 13 at startups. She established her first CS team in 2013 at Clarabridge and has experience building CS teams, implementing processes and CS software for multiple organizations. Her experience spans sub $1M to $150M ARR organizations. πŸ”— You may connect with Beth via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: The Magic of Cross-Functional Communication in Customer SuccessπŸŽ₯ Watch: Maximizing Customer Success Through Strong Sales Collaboration⏬ Download: New Handoff Template#CustomerSuccess #CrossFunctionalTeams #CSOptimization #RevenueGrowth◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Renewal Automation Leads to 15-Point Improvement in Retention Rate
Nov 8 2024
Renewal Automation Leads to 15-Point Improvement in Retention Rate
Can 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 increased from 3% to 30%, showcasing the efficiency of the new system.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Sharon Shafran is a customer-centric and transformational leader with a proven track record in leveraging emerging technologies within SaaS and B2B domains. He established Customer Success at NI, revolutionized their renewals process, and has been instrumental in driving innovation and solving complex problems across his career.πŸ”— You may connect with Sharon via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: How to Optimize Your Renewal ProcessπŸŽ₯ Watch: Renewal Ownership - Sales or CS?⏬ Download: 2022 Renewal Management Global Market Trends#CustomerSuccess #RenewalsAutomation #RetentionRate #RevenueGrowth◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Future of Customer Success: CEO Perspective on Metrics and Investments
Nov 1 2024
Future of Customer Success: CEO Perspective on Metrics and Investments
Do 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 drive customer satisfaction and retention, including NPS and CSAT.- Real-world examples of successful customer success investments and their significant impact on business growth and customer loyalty.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓You Mon Tsang is the CEO of ChurnZero, a leading platform dedicated to enhancing customer success. With a robust background in starting and growing businesses, he specializes in product management and business development, driving innovation in enterprise and consumer applications.πŸ”— You may connect with You Mon via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: The Importance of Investing in Customer SuccessπŸŽ₯ Watch: The Importance of Investing in Customer Success⏬ Download: Customer Metrics When Usage Data Doesn’t Exist#CustomerSuccess #FutureOfCS #CEOInsights #CSMetrics◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Boosting CSM Efficiency Through Centralized Data Management
Oct 25 2024
Boosting CSM Efficiency Through Centralized Data Management
Centralizing 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 jobsite, Indeed.com. He has 10 years of experience working in Client Success, and has spent the last 3 years leading teams of Client Success professionals working with some of the world’s largest employers.πŸ”— You may connect with Matt via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Building a Proactive Data-Driven Customer Success Engagement⏬ Download: How to Turn Customer Data Into Outcomes◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Increase Renewal Probability by 30% with Customer Health Scores!
Oct 18 2024
Increase Renewal Probability by 30% with Customer Health Scores!
How 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 provide visibility into future revenue, allowing for better strategic planning.- Insights on the importance of cross-departmental buy-in, especially from product and sales teams, to ensure the success of health score initiatives.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Tyler has spent the last 10 years building technical Customer Success programs from scratch. He specializes in getting Seed Round or Series A company’s Customer Success programs off the ground. Tyler is both directly engaged with customers and supporting a team of 3 Customer Success Engineers in his current role. πŸ”— You may connect with Tyler via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: The Outcome GenerationπŸŽ™οΈ Listen: What Now? With Trevor NoahπŸŽ™οΈ Listen: No Laying Up◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Reduce Churn by 15% with This Simple Approach!
Oct 11 2024
Reduce Churn by 15% with This Simple Approach!
Dillon 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‘ 𝐆𝐔𝐄𝐒𝐓Dillon is a career Customer Success professional, having done tours of duty in Technical Support, Training, and Implementations as well. He did Sales that one time, but doesn't like to talk about it. Since 2019, he has been a people leader in CS orgs for early stage technology companies, primarily in the financial and human resources spaces.πŸ”— You may connect with Dillon via LinkedIn: https://www.linkedin.com/in/dillonryoung/𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Customer Retention During a Slow Economy⏬ Download: Level Up Your CS Strategy#CustomerSuccess #RetentionRate #BusinessGrowth #SuccessMetrics◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Transforming Careers From Zero Experience to Successful CSM
Oct 4 2024
Transforming Careers From Zero Experience to Successful CSM
Unlock the secrets to successful career transitions into Customer Success! In this episode of the CSM Practice podcast, we explore how individuals with no prior experience can thrive as Customer Success Managers (CSMs). Discover actionable insights on training, onboarding, and the essential skills needed for success.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, focusing on satisfaction, retention, and growth. With over 15 years of experience in the B2B digital and SaaS sectors, she also specializes in career coaching for aspiring Customer Success Managers, equipping them with the skills to excel in their roles.πŸ”— You may connect with Hanene via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Strengths Based LeadershipπŸ“‘ Read: EssentialismπŸŽ™οΈListen: CSMS and Co PodcastπŸŽ™οΈListen: Do It Yourself Podcast◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
Tips and Tricks for Reducing Customer Churn
Sep 27 2024
Tips and Tricks for Reducing Customer Churn
Ever wondered how top companies tackle churn?Discover how Varda Tirosh, Chief Customer Officer at Optimove, implemented a unique churn management framework that has revolutionized customer retention. Click here to watch the episode on YouTube!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 than a decade. Recognized as a trailblazer in establishing CS methodologies within Israel's Hi-Tech sector and broader CS community, her innovative approaches were showcased at a prominent CS conference last year.πŸ”— You may connect with Varda via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: Greg Daines’ Customer Churn ResearchπŸŽ₯ Watch: What To Do When Mergers and Acquisitions Take PlaceπŸŽ₯ Watch: Mergers and Acquisitions Playbook for Customer SuccessRecommended Tools:https://www.zoominfo.com/https://referral-ai.com/https://builtwith.com/◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter
IMPROVE Customer Surveys and INCREASE Survey Response Rates
Sep 20 2024
IMPROVE Customer Surveys and INCREASE Survey Response Rates
In this interview, Dannah Vaughan, Director of Customer Success at Apty, shares with us her strategies in increasing survey response rates. She implemented innovative techniques that not only QUADRUPLED response rates, but also enhanced customer engagement and operational efficiency. Dive into this session to uncover the secrets behind her success!Click here to watch the episode on 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 operational efficiency and customer success.π€ππŽπ”π“ πŽπ”π‘ 𝐆𝐔𝐄𝐒𝐓Throughout her career, Dannah Vaughan has been leading and scaling global customer success teams, demonstrating dedication to excellence in the field. In the wake of a professional layoff, Dannah channeled her passion and expertise into founding The Rebels of SaaS Podcast, a platform aimed at advancing the SaaS industry through positive disruption. Her efforts are focused on driving growth and retaining revenue, embodying her commitment to not just navigate the future of SaaS with innovative strategies and insights.πŸ”— You may connect with Dannah Vaughan via LinkedIn.𝐔𝐒𝐄𝐅𝐔𝐋 π‹πˆππŠπ’πŸ“‘ Read: β€œHow Will You Measure Your Life?” By Clayton ChristensenπŸŽ₯ Watch: Why You NEED NPS Surveys!⏬ Check Out: BrenΓ© Brown◾️◽️◾️◽️◾️◽️◾️◽️ Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:1. Enhance Your Customer Success Approach β€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here2. Join Our YouTube Community β€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here 3. Build Your CS Strategy β€” If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here ◾️◽️◾️◽️◾️◽️◾️◽️ πŸ“Œ Visit our Website - CSM PracticeπŸ“Œ Sign up for our Newsletter