CSM Practice - The Customer Success Podcast Irit Eizips & CSM Practice

Join Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with Elliot Ghnassia, Chief Customer Officer at Sociabble. Discover the secrets behind successful team expansion, upsell strategies, and churn reduction in a fast-paced corporate environment.Key Highlights:- Learn about Sociabble's impressive growth from 5 to 30 team members in just two years.- Elliot discusses the operational challenges encountered during scal...

Dive into the world of innovative Customer Success strategies with Samuel Cummings III, founder of Dataplant, as he shares groundbreaking insights on scaling operations using generative AI. Discover practical tips, the importance of embracing innovation, and valuable guidance for enhancing customer outcomes. Key highlights:Samuel Cummings III shares pioneering strategies for scaling Customer Success using generative AI.The importance of taking risks and experimenting with new technologies for...

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 specialized roles within customer success to enhance efficiency and focus.- Strategies for structuring CS teams to support growth without sacrificing ...

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 applications and success stories from industry giants like IBM, Netflix, Google, and...

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.- Discussion on aligning customer satisfaction metrics with overarching business objectives ...

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints.Key Highlights:- NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for customer satisfac...