CSM Practice - The Customer Success Podcast

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:

🔸 Explore how the 70-20-10 framework enhances change management, communication, transparency, and innovation within organizations.

🔸 Discover real-world ...

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.

🔍 Key Takeaways:

- Examination of how customized NPS surveys cater to distinct customer personas.
- Di...

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 witn...

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: Exp...

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 Outco...

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 cus...

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 g...

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 p...

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 organiz...

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...

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 fra...

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 c...

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...

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 t...

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 S...

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...

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&ap...

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 epi...

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 ...