By Irit Eizips & CSM Practice
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
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The podcast currently has 110 episodes available.
In 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 on YouTube!
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- Discover Mark Abbott's methodology for creating and maintaining high-trust relationships across all stakeholders, including customers, employees, and partners.
- Understand the practical application of EOS in structuring and scaling businesses to achieve superior customer success outcomes.
- Learn effective strategies for proactive customer engagement and the integration of AI to boost customer service and operational efficiency.
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Mark Abbott is the founder and CEO of Ninety.io, with decades of experience in startups and small to mid-sized companies. A visionary leader and executive-team coach, he has generated over $1 billion in gains and is passionate about teaching leadership teams to build productive, humane, and resilient companies.
π You may connect with Mark via LinkedIn.
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π Read: How Saas Startups Can Implement Customer Success
π₯ Watch: If You Donβt Have a Customer Advisory Board Yetβ¦Watch This!
β¬ Download: Customer Relationship Matrix Template
#CustomerSuccess #EOS #BusinessGrowth #HighTrustRelationships
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
Beth 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!
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- Discover how shifting focus from technical implementations to business value can drive success.
- Learn the importance of data-driven decision-making for reducing churn and increasing retention.
- Get insights on improving cross-functional team collaboration to achieve better outcomes.
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Beth has been in software implementation and success for over 20 years with the last 13 at startups. She established her first CS team in 2013 at Clarabridge and has experience building CS teams, implementing processes and CS software for multiple organizations. Her experience spans sub $1M to $150M ARR organizations.
π You may connect with Beth via LinkedIn.
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π Read: The Magic of Cross-Functional Communication in Customer Success
π₯ Watch: Maximizing Customer Success Through Strong Sales Collaboration
β¬ Download: New Handoff Template
#CustomerSuccess #CrossFunctionalTeams #CSOptimization #RevenueGrowth
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
Can 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!
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- Emerson's retention rate improved by 15 points through renewals automation.
- The transition from manual to automated processes freed up resources for high-value customer success activities.
- The usage of credit cards for renewals increased from 3% to 30%, showcasing the efficiency of the new system.
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Sharon Shafran is a customer-centric and transformational leader with a proven track record in leveraging emerging technologies within SaaS and B2B domains. He established Customer Success at NI, revolutionized their renewals process, and has been instrumental in driving innovation and solving complex problems across his career.
π You may connect with Sharon via LinkedIn.
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π Read: How to Optimize Your Renewal Process
π₯ Watch: Renewal Ownership - Sales or CS?
β¬ Download: 2022 Renewal Management Global Market Trends
#CustomerSuccess #RenewalsAutomation #RetentionRate #RevenueGrowth
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
Do 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!
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- You Mon shares the journey of founding ChurnZero and the challenges faced in the early days of customer success.
- Deep dive into the critical metrics that drive customer satisfaction and retention, including NPS and CSAT.
- Real-world examples of successful customer success investments and their significant impact on business growth and customer loyalty.
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You Mon Tsang is the CEO of ChurnZero, a leading platform dedicated to enhancing customer success. With a robust background in starting and growing businesses, he specializes in product management and business development, driving innovation in enterprise and consumer applications.
π You may connect with You Mon via LinkedIn.
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π Read: The Importance of Investing in Customer Success
π₯ Watch: The Importance of Investing in Customer Success
β¬ Download: Customer Metrics When Usage Data Doesnβt Exist
#CustomerSuccess #FutureOfCS #CEOInsights #CSMetrics
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
Centralizing 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!
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- Implementing a unified data platform to reduce time spent searching for information.
- Ensuring consistent data calculation methodologies to enhance trust and reliability.
- Strategies to reallocate CSM time from internal processes to customer-centric activities.
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Matt Kaplon is a Director of Client Success at the worldβs number 1 jobsite, Indeed.com. He has 10 years of experience working in Client Success, and has spent the last 3 years leading teams of Client Success professionals working with some of the worldβs largest employers.
π You may connect with Matt via LinkedIn.
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π Read: Building a Proactive Data-Driven Customer Success Engagement
β¬ Download: How to Turn Customer Data Into Outcomes
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
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!
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- Discover methods to identify red flags early and engage customers proactively to prevent churn and ensure long-term satisfaction.
- Understand how accurate health scoring can help forecast renewals and provide visibility into future revenue, allowing for better strategic planning.
- Insights on the importance of cross-departmental buy-in, especially from product and sales teams, to ensure the success of health score initiatives.
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Tyler has spent the last 10 years building technical Customer Success programs from scratch. He specializes in getting Seed Round or Series A companyβs Customer Success programs off the ground. Tyler is both directly engaged with customers and supporting a team of 3 Customer Success Engineers in his current role.
π You may connect with Tyler via LinkedIn.
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π Read: The Outcome Generation
ποΈ Listen: What Now? With Trevor Noah
ποΈ Listen: No Laying Up
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
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.
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- 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 field can provide deep insights into customer sentiment and drive proactive strategies.
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Dillon is a career Customer Success professional, having done tours of duty in Technical Support, Training, and Implementations as well. He did Sales that one time, but doesn't like to talk about it. Since 2019, he has been a people leader in CS orgs for early stage technology companies, primarily in the financial and human resources spaces.
π You may connect with Dillon via LinkedIn: https://www.linkedin.com/in/dillonryoung/
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π Read: Customer Retention During a Slow Economy
β¬ Download: Level Up Your CS Strategy
#CustomerSuccess #RetentionRate #BusinessGrowth #SuccessMetrics
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
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.
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- Effective strategies for training new CSMs from non-traditional backgrounds
- The importance of empathy and soft skills in Customer Success
- Best practices for creating a robust CSM onboarding program
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Hanene Duprat founded Rise International to provide hands-on Customer Success expertise to businesses worldwide, focusing on satisfaction, retention, and growth. With over 15 years of experience in the B2B digital and SaaS sectors, she also specializes in career coaching for aspiring Customer Success Managers, equipping them with the skills to excel in their roles.
π You may connect with Hanene via LinkedIn.
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π Read: Strengths Based Leadership
π Read: Essentialism
ποΈListen: CSMS and Co Podcast
ποΈListen: Do It Yourself Podcast
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
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!
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- 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.
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Varda Tirosh, as Optimove's Chief Customer Officer, has been at the helm of client-facing teams, including Customer Success (CS), for more than a decade. Recognized as a trailblazer in establishing CS methodologies within Israel's Hi-Tech sector and broader CS community, her innovative approaches were showcased at a prominent CS conference last year.
π You may connect with Varda via LinkedIn.
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π Read: Greg Dainesβ Customer Churn Research
π₯ Watch: What To Do When Mergers and Acquisitions Take Place
π₯ Watch: Mergers and Acquisitions Playbook for Customer Success
Recommended Tools:
https://www.zoominfo.com/
https://referral-ai.com/
https://builtwith.com/
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
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
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- Effective, actionable strategies for significantly increasing survey response rates.
- Utilizing improved survey feedback to drive product development and enhance customer satisfaction.
- The importance of a customer-centric culture for operational efficiency and customer success.
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Throughout her career, Dannah Vaughan has been leading and scaling global customer success teams, demonstrating dedication to excellence in the field. In the wake of a professional layoff, Dannah channeled her passion and expertise into founding The Rebels of SaaS Podcast, a platform aimed at advancing the SaaS industry through positive disruption. Her efforts are focused on driving growth and retaining revenue, embodying her commitment to not just navigate the future of SaaS with innovative strategies and insights.
π You may connect with Dannah Vaughan via LinkedIn.
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π Read: βHow Will You Measure Your Life?β By Clayton Christensen
π₯ Watch: Why You NEED NPS Surveys!
β¬ Check Out: BrenΓ© Brown
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
βΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈβΎοΈβ½οΈ
π Visit our Website - CSM Practice
π Sign up for our Newsletter
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