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

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 customer relationships.
- Exploration of the impact of automation and role specialization on customer success operations.

Christine, a finalist at the 2023 USCS Excellence Awards, shares her experience from transitioning a large team of customer success managers into a more segmented and effective structure. She discusses the creation of a renewal processing team that has significantly reduced the administrative burden on CSMs, allowing them to focus more on customer relationships and strategic engagements.

Join our Mastermind Pilot Program to gain full access to all interviews and resources: https://members.csmpractice.com/c/join-the-mastermind-pilot/

Tune in to learn how Deltek has successfully scaled their CS operations while maintaining high customer loyalty and retention.

🎥 Watch the episode here: https://www.youtube.com/watch?v=EVhoZ-hwOGM

#CustomerSuccess #Leadership #CSMPracticePodcast #ScalingCS #SpecializedRoles #CustomerEngagement #IritEizips #ChristineBoermeester #Podcast #BusinessStrategy

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Additional Resources:

📑 Read: The Secret to Scale in Customer Success

📑 Read: The Beginner’s Guide to Customer Success

🎥Watch: Scaling Customer Success - Critical Mistakes to Avoid for Business Growth
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — 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 — 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


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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, transparency, and innovation within organizations.

🔸 Discover real-world applications and success stories from industry giants like IBM, Netflix, Google, and Coca-Cola.

🔸 Gain insights into the five critical stages of idea development, from inception to full implementation, fostering continuous improvement.

🔸 Learn practical methods for executives to assess and leverage the potential of this framework within their departments for optimal results.


ABOUT OUR GUEST

Tomer Laks is the CEO and Founder of Kapability Group, known for his extensive international experience in leading business operations across multiple sectors. His career includes executive roles at prominent companies globally and a focus on strategic growth and optimization. Laks is recognized for fostering a collaborative corporate culture and achieving exceptional business outcomes.

🔗 Connect with Tomer via LinkedIn: https://www.linkedin.com/in/tomer-laks-19bb141/

Watch on YouTube!
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Additional Resources:

📑 Read: CS KPIs Every High Touch Saas Company Should Track
https://www.csmpractice.com/4-customer-success-kpis-every-high-touch-saas-company-should-track/

🎥 Watch: Customer Success KPIs That Matter Most
https://www.youtube.com/watch?v=32Y1yjBryiA&list=PLczwK1eIN4nAwMfXlehUwEJmEzs5GG3OZ&index=8

🎥 Watch: Qualities of a Customer Success Leader
https://www.youtube.com/watch?v=X5iSmKEKDbc
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — 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 — 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


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📌 Sign up for our Newsletter

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 for reciprocal benefits.
- Analysis of the impact of personalized NPS surveys on customer retention.
- Strategies for tailoring NPS surveys to address specific challenges and requirements within various sectors.

Tune into this episode on the CSM Practice Podcast to gain detailed insights into integrating personalized NPS surveys into your customer success framework.

WATCH the episode on YouTube: https://youtu.be/HBJKsgx7Uso

#CSMPracticePodcast #CustomerSuccess #Educational #NPS #StrategicAlignment #IritEizips #HimanshuGarg #Podcast #APAC #CustomerEngagement

Himanshu Garg is a celebrated figure in Customer Success, particularly in the APAC region. Recognized as one of the Top 100 Customer Success Strategists in 2021 and 2023, his contributions have significantly shaped the field. Known for his innovative approach, particularly in personalized Net Promoter Score (NPS) surveys, Himanshu has revolutionized customer engagement strategies and set new benchmarks in customer-centric excellence. His leadership and strategic insights continue to inspire and influence the evolving landscape of customer success.

🔗 Connect with Himanshu via LinkedIn: https://www.linkedin.com/in/himanshugarggarg/

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Additional Resources:

⏬ Download: 10 Rules to Building Trust with Clients

🎥 Watch: Unlocking Customer Success Strategies - Strategies for Industry Based Organizations

🎥 Watch: From NPS Surveys to Growing Advocacy|SurveySparrow
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — 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 — 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


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📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter

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 satisfaction and loyalty.
 
- Digital Engagement Revolution: Daniel's strategy to transition from human touchpoints to digital engagement led to a monumental shift, from 400,000 online transactions in 2018 to over 40 million digital touchpoints in 2023.

- Customer for Life Program: The introduction of the "Customer for Life" program under Daniel's vision has been a game-changer, ensuring every team member is accountable for customer engagement and satisfaction. This holistic approach has significantly increased adoption rates and annual renewal rates.

Daniel's journey at Qlik exemplifies how visionary leadership, coupled with a customer-centric approach, can drive remarkable growth and loyalty in the competitive tech landscape.

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Additional Resources:

📑 Read: Customer Life Time Value and Client Retention
https://www.csmpractice.com/clv-retention

📑 Read: Leading Change - John P. Kotter
https://bit.ly/4cOEfwC

📑 Read: Onboarding Matters - Donna Weber
https://bit.ly/3xubOnA
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — 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 — 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


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📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter

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: Explore Avner's formula for predicting and mitigating churn effectively in various business models.
- Data-Driven Churn Management: Learn about leveraging data for proactive churn prevention and enhanced customer engagement.

Why Listen:

- Understand the difference between subscription and consumption-based models in churn prediction.
- Discover actionable strategies and the significance of external data in combating churn.
- Gain insights into operationalizing a proactive, data-driven approach to customer success.

Connect with Avner:

Interested in learning more about Avner's churn prediction strategies? Connect with him and Project Moneyball on LinkedIn for further discussions and insights.

Stay tuned for more episodes from the CSM Practice Podcast, where we delve into the secrets of customer success and business excellence.

Watch the full episode here!

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Additional Resources:

📑 Read: How to Prove Value to Customers

📑 Read: How to Learn from Churn

🎥 Watch: The Ultimate Guide to Mitigate Customer Churn


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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — 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 — 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


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📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter

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 Outcomes.Addressing Sub-100% Net Retention: Insights and actionable remedies.Crafting Exceptional Experiences: Strategies for advocacy and strong relationships.Discover how data categories remain consistent, while KPIs may vary in high-touch or digital-touch approaches. From product adoption to customer health, demystify the art of data-driven customer success in this engaging podcast episode.

Watch the full episode here: https://youtu.be/wZBlUhm9i5s

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Additional Resources:

🎥 Video: Customer Success – DATA, METRICS, and KPIs
https://youtu.be/GwKZfwwTaH4

🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATA
https://youtu.be/QNUtwWoybAk

🎥 Video: Using Customer Data to Drive Account Segmentation
https://youtu.be/IsZZgjV1wto

📑 Blog: Building a Proactive Data-Driven Customer Success Engagement
https://bit.ly/423Pyfn

📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://bit.ly/3SJTxuz

⏬ Download: How to Turn Customer Data into Outcomes
https://bit.ly/3SuJKau

⏬ Download Infographics: Customer Metrics when Usage Data Doesn’t Exist [Infographic]
https://bit.ly/3tRJTwr
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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — 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 — 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


◾️◽️◾️◽️◾️◽️◾️◽️

📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter