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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Take Your CS Operations Team to the Next Level
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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. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…
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If You Don't Have a Customer Advisory Board Yet...Listen to this!
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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 inval…
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Career Change - From Tech Support to CS
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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 journ…
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What You Don't Know About Customer Success Career Paths - Deltek Does!
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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…
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Gen AI in Action: Boosting Customer Support and Success Strategies
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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 Hi…
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How Do I Deal With Challenging Customers as a CSM?
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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 segmen…
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Hyper Growth Strategies: Supercharging Customer Success Teams
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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 …
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Revolutionize Your Customer Success with Generative AI
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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 shar…
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The Ultimate Guide to Scaling Customer Success for Maximum Results
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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. 🔍 Key Takeaways: - Insights into building s…
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Driving Innovation in Customer Success with the 70-20-10 Methodology
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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, transparenc…
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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 cu…
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Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know
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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:…
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Churn Prediction - The Consumption Based Model
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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…
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How Data Insights Can Transform Customer Success to Perfection
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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 Take…
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The vital role of CS Operations in proactive company transformation
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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 Suc…
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The Ultimate Guide to Mitigate Customer Churn
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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 maintai…
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The Surprising Productivity Tips Every CSM Needs to Know
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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 Ma…
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The Ultimate Renewal Team Management Guide
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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 …
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Mastering Difficult Conversations: Secrets to Handling Tough Customers
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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 unl…
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Unlocking Customer Success: Strategies for Industry-based Organizations
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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 p…
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Boost Customer Engagement with this 8-step process!
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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 Di…
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The Ultimate Guide: Customer Success vs Customer Support
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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 Direct…
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Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction
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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…
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Strategies for Choosing the Right Customer Success Metrics
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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 measuremen…
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Streamlining and Scaling Customer Success with Customer Hubs
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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, per…
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Service Offer Creation and Go-To-Market Strategies for Success
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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, en…
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Proving the Value of Customer Success: An ROI Approach
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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-m…
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How to increase product adoption!
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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 1…
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The Dos and Don'ts of Getting Customer Feedback
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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 ke…
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From Good to Great: Elevating Your CSM Customer Conversations with AI
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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: Pa…
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How to Deliver an Executive Business Review!
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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…
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How to Scale Customer Services After a MERGER and ACQUISITION
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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 incl…
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Unlocking the Secrets of Partner Success KPIs
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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 …
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Creating a Global-wide Partner Success Program
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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…
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How to establish a Partner Success Program
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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, Cisc…
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When your Company moves From On Premise to SaaS – The Customer Success Playbook
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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 e…
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How to elevate your customer relationship strategy!
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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 relationsh…
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Forming an Award Winning 🏆 Customer Success team!
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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 retentio…
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Setting up a CSM team for International Regions
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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 jo…
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Winning The Customer Success Manager of the Year 🏆
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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 insi…
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From a Rookie CSM to an Award Winning CSM Director in less than 18 months!
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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 Th…
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The Difference Between QBR and EBR
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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 …
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How to address UNETHICAL behavior in Customer Success
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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 …
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Making Your Product Roadmap Customer Centric
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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…
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What Innovative Use of Technology landed Yair the CS Excellence Award in 2022
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Discover valuable insights and strategies to enhance your Customer Success journey in this power-packed podcast episode! If you're a Customer Success professional tasked with upgrading customers to newer technology versions and seeking a more efficient and scalable approach, this episode is tailor-made for you. Join Yair Bortinger, the recipient of…
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What it takes to become a Rising Star CSM finalist
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Join us for an insightful podcast episode featuring Guy Rahamim, the remarkable runner-up in the Rising Star CSM category at the prestigious 2022 CS Excellence Awards in London. In this interview, Guy shares his inspiring journey as a Customer Success Manager, highlighting how he achieved outstanding results despite having no prior experience in th…
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The Rise and Evolution of CS Operations
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Join me in this captivating podcast episode where I sit down with Avner Baruch, Director of SMB Sales Operations and Enablement at Rapyd, to delve into the realm of CS Operations and its profound impact on the performance of Customer Success Managers (CSMs). Together, we explore a range of critical topics: Discover the diverse responsibilities of a…
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Defining an Effective Success Plan Strategy for CSMs
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In this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently. Join me with Anika Zubair, the co-founder of CSM LDN, to uncover Anika's approach to developing a customer success plan process and strategy for her team. Here are the key highlights: A Success Plan, similar to a project …
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How To Drive Higher User Adoption Levels With Success Plans
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In this episode, we delve into the fascinating world of user adoption with our special guest, Jason Whitehead, Co-Founder at Success Chain. Jason's vast experience in user adoption plans makes him the perfect match for our discussion on the application and significance of user adoption for any company. Join us as we explore the realm of user adopti…
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This is how you should be ONBOARDING a NEW CSM (Customer Success Manager)!
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In this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Customer Success Team at Take Blip, a renowned company with over 2000 employees. Sharon has accomplished remarkable feats, rapidly building her CSM team while achieving unparalleled customer satisfaction and an im…
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