Send us Fan Mail Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team. In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a glo...
Mar 22, 2024•40 min•Season 3Ep. 18
Send us Fan Mail Welcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Success at Folloze. Together, they unravel essential strategies for mitigating customer churn and preserving valuable customer relationships. Join the conversation as Adi shares insights on identifying and maintaining an Ideal customer profile, along with effective measures to prevent deals from going awry. Gain valuable perspectives from Adi, ...
Mar 15, 2024•36 min•Season 3Ep. 17
Send us Fan Mail Step into the world of Customer Success Management with our CSM Practice Podcast episode: "The Surprising Productivity Tips Every CSM Needs to Know." In this engaging session, Bhavika Kochar, CS Ladies founder and community builder, shares her evolution from managing 45 to 300 accounts. Her journey, enriched by pursuing a Master's in Engineering Management at Duke University, epitomizes the spirit of a multifaceted professional. Learn how Bhavika leverages Excel, VBA, Tableau, a...
Mar 08, 2024•27 min•Season 3Ep. 16
Send us Fan Mail Welcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer. Together, we delve into comprehensive insights on establishing and overseeing a successful renewal team, covering strategic planning to practical execution. Here are a few key points from our discussion: Mark Mortimer shares strategies for building a renewal team that is aligned with organizational goals and customer success. Discover how to create a renew...
Mar 01, 2024•41 min•Season 3Ep. 15
Send us Fan Mail As we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult conversations. In this episode, we'll unravel the secrets to handling those hard conversations like a true pro. Joining us is our special guest, Iffat Bar-kol Grecht, Co-Founder at Focus Leadership. Are you ready to unlock the power of effective communication? Join us as we dive into: • The importance of establishing safety in conversations. • The ro...
Feb 23, 2024•22 min•Season 3Ep. 14
Send us Fan Mail In this enlightening podcast episode hosted by Irit Eizips, we are privileged to have Himanshu Garg, Director of Business Engineering & Technical Experience at Razorpay. Together, we explore the process of redefining customer success for industry-based organizations, offering valuable insights and practical strategies: Dive into crucial KPIs that play a pivotal role in driving customer success within large organizational frameworks. Gain best practices for effectively struct...
Feb 16, 2024•31 min•Season 3Ep. 13
Send us Fan Mail Unlock the secrets to business growth and customer retention in this enlightening podcast featuring Mohammed Alqaq, Customer Success Manager at Crucial Solutions & Services (CSS). Join us as we delve into the intricacies of customer engagement and unveil the power of a well-crafted Customer Strategic Engagement Plan. Key Highlights: Tailoring to Diverse Needs: Discover the significance of a comprehensive plan that caters to both high-touch customers and strategic accounts. C...
Feb 09, 2024•39 min•Season 3Ep. 12
Send us Fan Mail Customer support and customer success play crucial roles in any business. However, when these teams operate independently, it can lead to issues for both the customers and the business. In this insightful episode, we explore the vital connection between Customer Success and Customer Support with our special guest, Mikael Blaisdell, Executive Director at The Customer Success Association. Mikael brings extensive expertise in Customer Support, shedding light on the alignment and co...
Feb 02, 2024•35 min•Season 3Ep. 11
Send us Fan Mail In this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topic: the art of reducing support tickets while elevating customer satisfaction to new heights. Discover the strategies that empowered Guidde's customer support team to efficiently handle a rapidly growing customer base without the need for excessive headcount: Categorizing major ticket issues for precision. Cultivating a knowledge-centric cultu...
Jan 26, 2024•30 min•Season 3Ep. 10
Send us Fan Mail In this insightful podcast episode, join host Irit Eizips and guest Sue Nabeth Moore, Co-Founder of Success Chain, as they delve into the complexities of measuring the impact of Customer Success strategies. This engaging discussion focuses on the challenges of identifying the most effective metrics and creating a framework for successful measurement. Key Highlights: Discover the nuances of selecting essential Customer Success metrics. An introduction to the A.M.P.M. Framework an...
Jan 19, 2024•40 min•Season 3Ep. 9
Send us Fan Mail Dive into the world of Customer Success with Irit Eizips in this insightful podcast episode, featuring Shachar Avrahami, VP Product & Strategy at EverAfter. Join them as they explore the impact of customer hubs and tech-touch strategies on enhancing customer engagement and scalability in businesses. Key highlights include: Unpacking actionable, personalized, and automated elements of successful Customer Success/tech-touch programs. Examining the role of decision-making trees...
Jan 12, 2024•30 min•Season 3Ep. 8
Send us Fan Mail Join our esteemed host, Irit Eizips, along with guest Rachel Montgomery, a Customer Experience Strategist, as they explore the art of crafting standout service offers. Delve into essential strategies for creating, developing, and launching successful service offers. Rachel shares hands-on tips for designing offers that solve customer challenges, enhancing satisfaction and profitability. Key highlights include: Rachel's 17-Year Journey Crafting Customer-Centric Services In-Depth ...
Jan 05, 2024•37 min•Season 3Ep. 7
Send us Fan Mail Join Irit Eizips and Rebecca Nerad, VP of Customer Success at FourKites, in our podcast as they explore the real value of Customer Success. Rebecca shares insights on crucial metrics for retention, growth, and cost optimization. Delve into her expertise in demonstrating ROI through strategies like value realization and cost reduction. Explore non-monetary benefits and essential skills for CS executives. This episode is a must-listen for CS executives and leaders who aim to enhan...
Dec 29, 2023•36 min•Season 3Ep. 6
Send us Fan Mail Join Irit Eizips, your go-to customer success strategist, in an exhilarating conversation with Phil Hobden, a trailblazer in the realm of customer success. Phil, a finalist for the Customer Success Excellence Awards, unveils his groundbreaking strategies that transformed Capitalize.com. Discover how Phil's innovative strategies reduced churn from 15% to a mere 5% and skyrocketed user adoption by an impressive 85% and learn how Phil's agile response reshaped remote customer engag...
Dec 22, 2023•31 min•Season 3Ep. 5
Send us Fan Mail Explore the intricacies of customer feedback in this insightful podcast episode, where Irit Eizips engages with Steve Bernstein, a customer feedback expert from Waypoint Group. Delve into their discussion on effective strategies for collecting and leveraging customer insights to foster business growth. In this episode: Strategies for identifying key stakeholders in the feedback process. Techniques to increase survey response rates significantly. The importance of a customer-cent...
Dec 15, 2023•32 min•Season 3Ep. 4
Send us Fan Mail Join Irit Eizips in a captivating conversation with Amanda Schmidt, Senior Vice President of Customer Success at PandaDoc. Discover the impactful role of AI in enhancing customer communication, and how PandaDoc's integration of AI tools like Ox led to a 40-point increase in their NPS score within a year. In this episode, you'll gain insights on: PandaDoc's AI-Driven Customer Success: How AI tools like Ox revolutionized their approach. Creating a Customer-Centric Team: Strategies...
Dec 08, 2023•31 min•Season 3Ep. 3
Send us Fan Mail Join Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podcast. This episode delves into the pivotal role of Executive Business Reviews (EBRs) in strategic business meetings, transcending the scope of typical Quarterly Business Reviews (QBRs). EBRs, as annual gatherings with a customer's executive team, are instrumental in synchronizing business visions and objectives. Irit and Meenal provide a thoro...
Dec 01, 2023•37 min•Season 3Ep. 2
Send us Fan Mail Explore the art of navigating mergers and acquisitions (M&A) with Irit Eizips, a renowned Customer Success strategist, as she interviews David Collyer, CCO of ECI Software Solutions. This episode delves into ECI's journey through strategic restructuring for enhanced Customer Satisfaction and organizational adaptability post-M&A. Key highlights include: ECI’s approach to integrating diverse teams and systems. The introduction of Customer Experience Specialist roles. The i...
Nov 24, 2023•27 min•Season 3Ep. 1
Send us Fan Mail Join Irit Eizips in an insightful conversation on Partner Success with Scott Frew, CEO/Founder of iasset.com and a recognized expert in channel management. This episode is essential for tech executives seeking to enhance their partnership strategies with industry-leading insights. Key Topics Discussed: Data synchronization and strategies to reduce partner workload. Importance of customized KPIs and targeted training for robust partner networks. Innovative approaches to renewals,...
Nov 18, 2023•38 min•Season 2Ep. 40
Send us Fan Mail Explore the power of Partner Success programs with Andrew Carothers from Cisco Systems in our captivating podcast episode. Unearth how Cisco's globally renowned Partner Success program has revolutionized customer engagement and renewals, and learn how it could transform your business approach. Discover how Partner Success programs can significantly boost renewals and increase customer wallet-share, providing your company with the tools to thrive and scale effectively. Andrew pro...
Nov 15, 2023•38 min•Season 2Ep. 39
Send us Fan Mail There is little content out there on Partner Success. Perhaps because there are so few customer success teams who have already established a Partner Success practice. In this episode, we have invited Andrew Carothers to unravel the story of how Cisco built their award-winning global Partner Success Program, phase by phase. According to Andrew, Cisco initiated its partner success program over 8 years ago and went on to win multiple US•CXA awards in 2022 alone. Establishing the Pa...
Nov 10, 2023•38 min•Season 2Ep. 38
Send us Fan Mail In this enlightening discussion, Irit Eizips engages in a conversation with Franziska Fleischer, a visionary leader who spearheaded the transformation of Siemens from on-premise to cloud-based SaaS solutions. Franziska shares the intricate details of her groundbreaking program, shedding light on the challenges and roadblocks she encountered while ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice fo...
Nov 03, 2023•35 min•Season 2Ep. 37
Send us Fan Mail While we often prioritize products and services, the true key to customer success lies in establishing trust through meaningful customer relationships. Join us as we sit down with Mohammed Alqaq, a seasoned Customer Success Manager at Crucial Solutions & Services (CSS). Mohammed has crafted a unique framework to ensure effective customer relationship management, which he presents through his Customer Relation Matrix. In this insightful conversation with Irit Eizips, Mohammed...
Oct 27, 2023•26 min•Season 2Ep. 36
Send us Fan Mail Would you like to know what it took to build an award-winning team from scratch? In this interview, Claire O’regan, Director of Customer Success at Juro, shares the success strategies in constructing a dynamic award winning team. Claire was successful in developing an award winning team building framework that would ensure greater employee retention, and ultimately, larger customer success. The framework that she developed used a step-by-step process that starts from the employe...
Oct 20, 2023•29 min•Season 2Ep. 35
Send us Fan Mail In this episode, we delve into the artistry of Customer Management, a skill that cannot be learned in any university but is acquired through years of experience and exceptional communication. Our guest today, Samuel Bringas, the Regional Manager for Customer Success Management at CyberArk in the LATAM and Caribbean regions, shares his remarkable journey from Account Management to Customer Management. Discover how Samuel navigated the realm of Customer Management with minimal pri...
Oct 07, 2023•29 min•Season 2Ep. 34
Send us Fan Mail In this podcast episode, we explore the world of Customer Success Management with Gurprem Sagoo, who was honored as the Customer Success Manager of the Year at the 2022 EMEA Customer Success Excellence Awards in London. With over 8 years of experience in the SaaS industry as a Customer Success Manager at Planhat, Gurprem shares his journey and insights into achieving this prestigious recognition. Join us as she delves into the story behind Gurprem's success and the challenges he...
Sep 29, 2023•33 min•Season 2Ep. 33
Send us Fan Mail Join Melisaan Foster, the winner of the Customer Success Rising Star category in the 2022 EMEA CS Excellence Awards, as she sits down with host Irit Eizips to share her remarkable award-winning journey at WorkBuzz. Get ready to uncover: Strategies that propelled Melisaan Foster to victory Career insights, from highs to lows, that shaped her path The key factors that led to her prestigious award From CS newcomer to triumphing in the Rising Star category at the EMEA CS Excellence ...
Sep 16, 2023•34 min•Season 2Ep. 32
Send us Fan Mail Welcome to our podcast episode where we delve into the world of Executive Business Review (EBR) and Quarterly Business Review (QBR), shedding light on their common misunderstandings and industry misuse. The landscape surrounding these reviews is often clouded by confusion, leaving ample room for ambiguity in their utilization. In this enlightening conversation with Irit Eizips, we're joined by Marc Troyan, the Director of Customer Success Research at TSIA. Together, we dissect t...
Sep 01, 2023•28 min•Season 2Ep. 31
Send us Fan Mail Join us in this enlightening podcast episode as Stephen Fulkerson, Vice President of Customer Success Research at TSIA, engages in a thoughtful conversation with Irit Eizips. Explore the intricate world of ethical predicaments within the realm of customer success and discover effective ways to avert unethical conduct. In this episode, you'll delve into: Real-life instances illustrating prevalent ethical dilemmas encountered in customer success. Valuable insights on how Customer ...
Aug 18, 2023•35 min•Season 2Ep. 30
Send us Fan Mail In this episode, we engage in a thought-provoking conversation with Alex Farmer, Founder of Customer Success Excellence - The Customer Success Awards. Alex recently developed a groundbreaking framework that offers a roadmap for businesses to achieve customer-focused products. By adopting a customer-centric approach, he successfully aligned customer success with the product lifecycle. During the discussion, we'll explore the following key topics: A brief introduction to the frame...
Aug 11, 2023•21 min•Season 2Ep. 29
