Send us Fan Mail 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! ππππππππππ - Discover methods t...
Oct 18, 2024β’30 minβ’Season 4Ep. 16
Send us Fan Mail 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. ππππππππππ - 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 fiel...
Oct 11, 2024β’30 minβ’Season 4Ep. 15
Send us Fan Mail 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. ππππππππππ - Effective strategies for training new CSMs from non-traditional backgrounds - The importance of empathy and soft skills in Customer Success -...
Oct 04, 2024β’21 minβ’Season 4Ep. 14
Send us Fan Mail 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! ππππππππππ - 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. πππππ ππ...
Sep 27, 2024β’32 minβ’Season 4Ep. 13
Send us Fan Mail 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 YouTube ππππππππππ - Effective, actionable strategies for significantly increasing surv...
Sep 20, 2024β’26 minβ’Season 4Ep. 12
Send us Fan Mail How can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at Flexera (formerly known as Snow Software), answers all of your questions about digital customer success in this episode! Delve into innovative strategies, tactical automation, and impactful insights as Alex shares his expertise in steering customer success programs to new heights. Click here to watch the episode on YouTube! πππππππππ...
Sep 13, 2024β’30 minβ’Season 4Ep. 11
Send us Fan Mail How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving into real-life strategies and cultural shifts that make a tangible difference. Click here to watch the episode on YouTube! ππππππππππ - Johan shares firsthand how his strategic interventions skyrocketed retention rates in a compet...
Sep 06, 2024β’17 minβ’Season 4Ep. 10
Send us Fan Mail Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively. Want to get access to Ifat Levβs exclusive framework? Join our Mastermind program: https://bit.ly/jointhecustomermethod Click here to watch the video on YouTube. ππππππππππ - Defining measurable success criteria to drive outcomes. - ...
Aug 31, 2024β’36 minβ’Season 4Ep. 9
Send us Fan Mail Have you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch episode, Andrea discusses the pivotal role of engagement strategies, her innovative approaches to reducing churn, and how these efforts have propelled Lionize to new heights. Click here to watch the video on YouTube! ππππππππππ - Andrea...
Aug 23, 2024β’20 minβ’Season 4Ep. 8
Send us Fan Mail Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices. Click here to watch the video on YouTube! ππππππππππ - Transitioning from siloed efforts to cohesive cross-functional teams for better alignment and results...
Aug 16, 2024β’36 minβ’Season 4Ep. 7
Send us Fan Mail How 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. ππππππππππ - Implementing capability adoption scores to drive product adoption and reduce c...
Aug 09, 2024β’35 minβ’Season 4Ep. 6
Send us Fan Mail How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial. Click here to watch the video on YouTube! ππππππππππ - Discover how a CSM pooled model can drastically improve scalability and operational efficiency in customer success management. - Learn from real-world applications as Je...
Aug 02, 2024β’35 minβ’Season 4Ep. 5
Send us Fan Mail Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry experts. Click here to watch the video on YouTube! ππππππππππ - Delve into the distinct roles of TAMs and CSMs for streamlined ...
Jul 26, 2024β’31 minβ’Season 4Ep. 4
Send us Fan Mail Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a glimpse into the future of customer success like never before! ππππππππππ - Uncover AI's transformative potential in custo...
Jul 19, 2024β’28 minβ’Season 4Ep. 3
Send us Fan Mail Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes, Retention, Renewals, References, and Reputation Excellent Want to watch the full video? Join our Mastermind program! π https://bit...
Jul 12, 2024β’32 minβ’Season 4Ep. 2
Send us Fan Mail Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. ππππππππππ - Discover Sanjeet Bali's journey of transforming a failing customer success team into a multi-million dollar revenue engine. - Uncover the strategic tactics and value-driven approaches behind succ...
Jul 05, 2024β’33 minβ’Season 4Ep. 1
Send us Fan Mail What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. ππππππππππ - Ben's unique methods for structuring and managing CS operations teams to drive efficiency and effectiveness across the board. - How C...
Jun 28, 2024β’27 minβ’Season 3Ep. 31
Send us Fan Mail How can executive advisory boards transform your company's approach to Customer Success? 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 relati...
Jun 21, 2024β’30 minβ’Season 3Ep. 30
Send us Fan Mail Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journeys and impart crucial strategies for smoothly transitioning into customer success. KEY TAKEAWAYS - Mastering strategies for a fricti...
Jun 14, 2024β’28 minβ’Season 3Ep. 29
Send us Fan Mail Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to establishing a clear career framework for CSM teams. This episode is a goldmine for tech CEOs and SaaS leaders, offering: KEY HIGHLI...
Jun 07, 2024β’26 minβ’Season 3Ep. 28
Send us Fan Mail Discover 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 r...
May 31, 2024β’31 minβ’Season 3Ep. 27
Send us Fan Mail How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios! HIGHLIGHTS - Strategies for scaling CS teams from 5 to 30 members. - Tech stack recommendations for managing long-tail segments. - Creative solutions for common customer challenges. - The power of peer influence in customer webinars for boosting product adop...
May 20, 2024β’30 minβ’Season 3Ep. 26
Send us Fan Mail Join 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 encoun...
May 17, 2024β’24 minβ’Season 3Ep. 25
Send us Fan Mail Dive into the world of innovative Customer Success strategies with Samuel Cummings III, founder of Dataplant, as he shares groundbreaking insights on scaling operations using generative AI. Discover practical tips, the importance of embracing innovation, and valuable guidance for enhancing customer outcomes. Key highlights: Samuel Cummings III shares pioneering strategies for scaling Customer Success using generative AI. The importance of taking risks and experimenting with new ...
May 10, 2024β’37 minβ’Season 3Ep. 24
Send us Fan Mail Join 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. π Key Takeaways: - Insights into building specialized roles within customer success to enhance efficiency and focus. - Strategies for structuring CS teams to support growth wi...
May 03, 2024β’33 minβ’Season 3Ep. 23
Send us Fan Mail What is the 70-20-10 framework and how can business executives leverage it for organizational growth and optimization? Tomer Laks, CEO & Founder of Kapability Group, offers a roadmap for profound organizational transformation in this episode! Key Highlights: πΈ Explore how the 70-20-10 framework enhances change management, communication, transparency, and innovation within organizations. πΈ Discover real-world applications and success stories from industry giants like IBM, N...
Apr 25, 2024β’38 minβ’Season 3Ep. 24
Send us Fan Mail Join 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. π Key Takeaways: - Examination of how customized NPS surveys cater to distinct customer personas. - Discussion on aligning customer satisfaction metrics with overarching bu...
Apr 19, 2024β’30 minβ’Season 3Ep. 22
Send us Fan Mail Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints. Key Highlights: - NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for c...
Apr 12, 2024β’27 minβ’Season 3Ep. 21
Send us Fan Mail Irit 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 var...
Apr 05, 2024β’20 minβ’Season 3Ep. 20
Send us Fan Mail Dive 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. Key Takeaways: Transformative Formula: CS = Customer Experience x Customer Outcomes. Addressing Sub-100% Net Retention: Insights and actionab...
Mar 29, 2024β’41 minβ’Season 3Ep. 19
