CSM Practice - The Customer Success Podcast
This podcast explores Customer Success strategies, featuring guests from around the world who share tactical advice on improving customer retention, increasing solution adoption, expanding upsell revenues, perfecting renewal processes, and gaining more advocates. Each episode provides actionable insights for organizations looking to enhance their customer success efforts.
Episodes
Inside HPE’s Secret Weapon for Customer Success: Executive Interviews Explained!
Send us Fan MailWhat if your customer success strategy could directly boost revenue by 30%? 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - How to structure CX interviews that uncover upsel
How To Personalize The Onboarding Experience For Different Customer Segments
Send us Fan MailStruggling 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 c
How Emerson Increased Renewals with a ScaledCS engagement
Send us Fan MailIs 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 level—resulting in quadrupled engagement!Click here to watch the interview on YouTube!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - How digital e
Data-Driven Strategies That Turn Chaos into Wins
Send us Fan MailCan data-driven strategies really transform customer success?In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, resulting in a 10% churn reduction and increased c
Scalable Adoption Strategies to BOOST Customer Success in 2025
Send us Fan MailAre you struggling to get users to adopt your product’s features and drive real engagement?In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within traditional organizations and how his team drives meaningfu
Building a Customer Success Team from Scratch!
Send us Fan MailCan 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.𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 The foundational steps that ensured success, including the critical role of a CS charterHow a structured
Why Giving Renewals to CSMs Works (and How It Can for You Too)
Send us Fan MailWhat 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
From Metrics to Meaning: How Data Stories Save Accounts
Send us Fan MailAre your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts!In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging circumstances.Click here to watch the interview on
Lessons from a Customer Success Professional for Higher CSAT
Send us Fan MailWhat’s 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - The key cha
Building Success Plans Your Customers Can’t Live Without
Send us Fan MailWhat makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without!Click here to watch the interview on YouTube!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - The
Handwritten Notes: A Simple Way to Make Customers Feel Valued
Send us Fan MailWhat if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder of Handwrytten, a company revolutionizing how businesses connect with customers through personalized, handwritten notes, shares how his approach has helped companies boost customer retention, create emotional connections, and turn mistakes into op
From Cost Center to Profit Center - Transforming CS Teams
Send us Fan MailIs your Customer Success team leaving money on the table?Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers.Click here to watch the interview on YouTube!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
Scaling Success: SAP's 7 Dimensions of Customer Success Framework
Send us Fan MailCan a single framework transform both customer satisfaction and organizational culture? In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into how SAP drives adoption, scales customer success in
Why you should use AI to explain customer HealthScores
Send us Fan MailCan AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive impact.Click here to watch the interview on YouT
Digital Customer Success - A New Era of Engagement
Send us Fan MailHow can you scale customer success without sacrificing quality?Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building high-impact, low-cost customer success models.Cli
How to Prove Value to Customers
Send us Fan MailIs 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Value Audits for SaaS success- Customer rete
The Role of Portfolio Customer Success Managers
Send us Fan MailHow 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
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win
Send us Fan MailMary 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 Y
AI Is Changing Customer Success Forever
Send us Fan MailIs 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 wa
Uplevel Your QBRs to Double Your Upsell Revenue
Send us Fan MailAre 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - How to harness pro
Transform Customer Onboarding with These Practical Steps
Send us Fan MailDo 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
Implementing the “Experts Success” Strategy - Upsells & Retention
Send us Fan MailHow 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! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - How
Data-Driven Initiatives to Lowering Churn
Send us Fan MailIs 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. Bárbara 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 intervie
Achieving a Net Positive Score with Google Forms
Send us Fan MailDid 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
Secrets to Smooth Renewals and Driving Upsell Opportunities
Send us Fan Mail"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 (
Why Every CEO Needs to Understand Customer Success!
Send us Fan MailIn 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
Optimizing Cross-Functional Customer Success Processes
Send us Fan MailBeth 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how shifting focus from technical implementations to business value can drive succe
Renewal Automation Leads to 15-Point Improvement in Retention Rate
Send us Fan MailCan 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!𝐇𝐈𝐆
Future of Customer Success: CEO Perspective on Metrics and Investments
Send us Fan MailDo 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓
Boosting CSM Efficiency Through Centralized Data Management
Send us Fan MailCentralizing 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Implementing a unified data platform to reduce ti
Increase Renewal Probability by 30% with Customer Health Scores!
Send us Fan MailHow 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 succe
Reduce Churn by 15% with This Simple Approach!
Send us Fan MailDillon 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.𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Learn the three-pronged strategy that skyrocketed retention rates by 15% in 90 days.- Discover how creating detailed success plans and asking the
Transforming Careers From Zero Experience to Successful CSM
Send us Fan MailUnlock 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.𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Effective strategies for training new CSMs from non-t
Tips and Tricks for Reducing Customer Churn
Send us Fan MailEver 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Varda's journey to developing a game-changing churn strategy.- The role of deep customer engagement and data in fighting ch
IMPROVE Customer Surveys and INCREASE Survey Response Rates
Send us Fan MailIn 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
How Alex Turkovic Built a Digital Customer Success Team
Send us Fan MailHow 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 custo
Scaling CS: Boost Your Net Retention Rate from 100% to 120%
Send us Fan MailHow 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Johan s
How to Become a Value-Driven CSM
Send us Fan MailDiscover 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 Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecustomermethodClick here to watch the vi
Why You Need to Implement a Customer Champion Program!!
Send us Fan MailHave 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 propel
Achieving 120% NRR with the OGSMT Framework
Send us Fan MailRachel 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!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Transitioning
Elevating Net Retention Rate with Capability Adoption Scores
Send us Fan MailHow 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.𝐇𝐈𝐆𝐇
Strategic Insights into the CSM Pooled Model
Send us Fan MailHow 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! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how a CSM pooled model can drastically improve scalability and operation
TAM vs CSM: Navigating Customer Success Roles
Send us Fan MailExplore 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
Should we merge CS and Support roles?
Send us Fan MailDive 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 custom
Why the KORE Score Framework will Retire the Net Promoter Score
Send us Fan MailAre 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,
Monetizing Customer Success - A Masterclass in CS Revenue Generation
Send us Fan MailSanjeet 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. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer success team into a multi-million
Take Your CS Operations Team to the Next Level
Send us Fan MailWhat 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.𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's unique methods for structuring and
If You Don't Have a Customer Advisory Board Yet...Listen to this!
Send us Fan MailHow 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 com
Career Change - From Tech Support to CS
Send us Fan MailAre 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 st
What You Don't Know About Customer Success Career Paths - Deltek Does!
Send us Fan MailDive 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
Gen AI in Action: Boosting Customer Support and Success Strategies
Send us Fan MailDiscover 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 revo
How Do I Deal With Challenging Customers as a CSM?
Send us Fan MailHow 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 cu
Hyper Growth Strategies: Supercharging Customer Success Teams
Send us Fan MailJoin 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 gr
Revolutionize Your Customer Success with Generative AI
Send us Fan MailDive 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 scalin
The Ultimate Guide to Scaling Customer Success for Maximum Results
Send us Fan MailJoin 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.🔍 Key Takeaways:- Insights into building specialized roles within custome
Driving Innovation in Customer Success with the 70-20-10 Methodology
Send us Fan MailWhat 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 organiz
Why You Need NPS Surveys!
Send us Fan MailJoin 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 distin
Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know
Send us Fan MailDaniel 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 Danie
Churn Prediction - The Consumption Based Model
Send us Fan MailIrit 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 Ch
How Data Insights Can Transform Customer Success to Perfection
Send us Fan MailDive 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 =
The vital role of CS Operations in proactive company transformation
Send us Fan MailBuilding 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 L
The Ultimate Guide to Mitigate Customer Churn
Send us Fan MailWelcome 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, al
The Surprising Productivity Tips Every CSM Needs to Know
Send us Fan MailStep 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 Un
The Ultimate Renewal Team Management Guide
Send us Fan MailWelcome 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 rene
Mastering Difficult Conversations: Secrets to Handling Tough Customers
Send us Fan MailAs 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 effecti
Unlocking Customer Success: Strategies for Industry-based Organizations
Send us Fan MailIn 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 c
Boost Customer Engagement with this 8-step process!
Send us Fan MailUnlock 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 signif
The Ultimate Guide: Customer Success vs Customer Support
Send us Fan MailCustomer 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 Associat
Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction
Send us Fan MailIn 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 exc
Strategies for Choosing the Right Customer Success Metrics
Send us Fan MailIn 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 nuan
Streamlining and Scaling Customer Success with Customer Hubs
Send us Fan MailDive 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 element
Service Offer Creation and Go-To-Market Strategies for Success
Send us Fan MailJoin 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 profitabi
Proving the Value of Customer Success: An ROI Approach
Send us Fan MailJoin 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 ski
How to increase product adoption!
Send us Fan MailJoin 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 skyrockete
The Dos and Don'ts of Getting Customer Feedback
Send us Fan MailExplore 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 proce
From Good to Great: Elevating Your CSM Customer Conversations with AI
Send us Fan MailJoin 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 Cu
How to Deliver an Executive Business Review!
Send us Fan MailJoin 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
How to Scale Customer Services After a MERGER and ACQUISITION
Send us Fan MailExplore 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
Unlocking the Secrets of Partner Success KPIs
Send us Fan MailJoin 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 custo
Creating a Global-wide Partner Success Program
Send us Fan MailExplore 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 c
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