CSM Practice - The Customer Success Podcast
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 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!
Episodes
Mentioned books
Nov 10, 2023 ⢠38min
How to establish a Partner Success Program
Send us a textThere 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, Cisco initiated its partner success program over 8 years ago and went on to win multiple USâ¢CXA awards in 2022 alone. Establishing the Partner Success practice played a pivotal role in boosting renewals and upsell revenues.Over the years, Cisco expanded its Partner Success practice globally, achieving remarkable success. While Cisco is a massive organization, the strategic framework shared by Andrew is also applicable to organizations of any size. As Andrew puts it, "If Cisco can do itâŠ" any less complex organization should be able to as well.Tune in for this enlightening discussion where we cover various aspects of Partner Success:The fundamental building blocks of a Partner Success programInitial steps and essential due diligenceCollaborating and sharing customer data with partnersThe role of a Partner Success ManagerThe significance of a Partner portalLeveraging customer contact information and campaignsInsights into Cisco's 'Lifecycle Advantage' programThe journey of taking the Partner Success practice globalMeasuring success with Partner Success metrics and KPIsThe importance of educating partnersThe impact of Partner Success on Cisco's business and the tangible results achievedDon't miss this in-depth exploration of Partner Success. Whether you're part of a large corporation or a smaller organization, the lessons shared here can apply to your journey towards success. Listen now to gain valuable insights and strategies for enhancing your Partner Success efforts.Watch the video to find out more! https://youtu.be/V-0pz66DyDwâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resourcesð¥ Video: What is PARTNER SUCCESS?https://bit.ly/3P3obwVð¥ Video: ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Nov 3, 2023 ⢠35min
When your Company moves From On Premise to SaaS â The Customer Success Playbook
Send us a textIn 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 ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice for companies looking to embark on their digital transformation journey.Tune in for a deep dive into the following topics:Introduction to Siemens Software and its customer baseThe creation of a customer success program tailored for diverse customer groupsThe transformative impact of the customer success program on the companyNavigating the path from on-premise to SaaSInitial steps in the digital transformation processShifting towards a customer-centric business modelCustomer reactions to the digital transformationCrafting a customer journey to gauge account healthStrategies for accelerating the onboarding processTraining approaches for Customer Success Managers from varied backgroundsExpert recommendations for companies undertaking the transition to SaaSDon't miss this engaging episode, offering a comprehensive understanding of the journey from traditional software to the SaaS paradigm, complete with real-world insights and actionable advice.Watch the video to find out more! https://youtu.be/ZSNqGLaGUHwâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Video: Top 10 CSM Skills Hiring Managers Look Forhttps://youtu.be/-ZMwCxPKrrk⬠Download Infographics: The 10 Skills of Highly Effective CSMshttps://bit.ly/3v1KNa7Books mentioned in the video:ð Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, 1st Edition by Nick Mehta https://amzn ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Oct 27, 2023 ⢠26min
How to elevate your customer relationship strategy!
Send us a textWhile 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 relationship management, which he presents through his Customer Relation Matrix.In this insightful conversation with Irit Eizips, Mohammed explores how his Customer Relation Matrix, along with his Communication and Outcome Matrix, can address various challenges in customer relationship management. With over 17 years of experience in his field, Mohammed shares the methodologies, matrices, and frameworks he has developed throughout his career.Tune in to gain invaluable insights into:Customer Success in JordanThe pivotal role of language in customer successTailor-made frameworks for managing customer relationshipsThe unique contributions of the customer relation frameworkThe Customer Engagement Governance FrameworkIdentifying key stakeholders within an organizationStrategies for engaging customers to foster healthy customer relationshipsDon't miss out on this enriching episode, as it promises maximum learning and a deeper understanding of effective customer relationship management.Watch the video to find out more! https://youtu.be/hEsCnVSlbMEâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resourcesð You may connect with Mohammed via his LinkedIn profile:https://www.linkedin.com/in/mohammedalqaq/⬠Download Mohammedâs Customer Relationship Matrix here ⬠https://www.csmpractice.com/customer-relationship-matrix-template ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Oct 20, 2023 ⢠29min
Forming an Award Winning ð Customer Success team!
Send us a textWould you like to know what it took to build an award-winning team from scratch? In this interview, Claire Oâregan, 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 retention, and ultimately, larger customer success. The framework that she developed used a step-by-step process that starts from the employee onboarding process and with her 90-day plan, she made sure that employees were well glued to the vision and values of their company. In addition to Claire, Irit shared some insights into her employee retention and onboarding experiences. So, thereâs plenty to learn from this interview. âŸïž Challenges in Hiring a remote teamâŸïž How to judge for cultural fit in remote interviewing.âŸïž Onboarding process for the hired teamâŸïž Onboarding process frameworkâŸïž 90 day plan breakdownâŸïž Task assignments after 3 to 4 weeksâŸïž Team values and trusting the process is vital for team success.âŸïž How to reduce Time to First Value Delivered to only 14 days?âŸïž Importance of leading from the front and communicating and supporting the team. âŸïž Recommendations for team building.Watch the video to find out more! https://youtu.be/hEsCnVSlbMEâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Video: The SECRETs to onboarding NEW Customer Success Managers!https://youtu.be/W04_1HIguF0ð¥ Video: Proving the VALUE of Your CUSTOMER SUCCESS Team https://bit.ly/3tIj4HFð¥ Video: 2021 HIGH PERFORMING Customer Success Teams https://bit.ly/3Hzmsdzð Blog: 10 Traits of High Performing Customer Success Teams https://bit.ly/3bk3VGtð Blog: Productivity Tips For Customer Success Teams â PART 1 https://bit.ly/3PSLwAi ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Oct 7, 2023 ⢠29min
Setting up a CSM team for International Regions
Send us a textIn 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 journey from Account Management to Customer Management.Discover how Samuel navigated the realm of Customer Management with minimal prior customer interaction experience in his enlightening conversation with host Irit Eizips.Throughout this engaging discussion, Samuel sheds light on various essential topics:Samuel's personal journey into the Customer Success field.The distinction between Customer Success and Account Management.Tips for becoming a successful Customer Success Manager.Samuel's initial experience as a Customer Success Manager in a pooled model.The secret to achieving outstanding results in the LATAM region.Strategies for effectively managing a vast customer base as a CSM.Prioritizing customers based on their unique needs.Balancing high-priority accounts with others.Navigating customer relationships during the pandemic.Defining success in the challenging LATAM market.Innovative digital campaigns to engage and retain customersJoin us as we explore the art and science of Customer Management with Samuel Bringas, and learn how you can excel as a Customer Success Manager in today's dynamic business landscape. Stay tuned for insights, strategies, and success stories in the world of customer-centricity!Watch the full video on YouTube: https://youtu.be/G5QTVxI9bf0âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Video: How to achieve success with existing customers?https://youtu.be/cZ65vblnKeYð¥ Video: KNOW WHY CUSTOMER VALUE MANAGEMENT IS IMPORTANThttps://youtu.be/u8AqzomEmrYð¥ Video: Surprising Facts about Working With Companies in Latin America ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Sep 29, 2023 ⢠33min
Winning The Customer Success Manager of the Year ð
Send us a textIn 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 insights into achieving this prestigious recognition.Join us as she delves into the story behind Gurprem's success and the challenges he faced along the way. The conversation covers a range of topics, including:The role of Gurprem's family background in shaping his career as a CSM.Cultivating an award-winning mindset in the field of Customer Success.The art of negotiation in customer success management.Going above and beyond the call of duty with award-winning initiatives:Initiatives benefiting the internal team.Initiatives aimed at enhancing the customer experience.Initiatives that contribute to the wider Customer Success Community.Real-life use cases and customer success stories that inspire.The importance of actively participating in and contributing to the Customer Success community.Practical recommendations for newcomers to the world of Customer Success Management.Tune in to gain valuable insights from an award-winning CSM, Gurprem Sagoo, and discover the path to excellence in the field of Customer Success.Watch the full video on YouTube: https://youtu.be/W_jYST0Re0kâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ðBlog: Mitigating churn by integrating Planhat with Salesforcehttps://bit.ly/4318ImM⬠Infographic: 2022 Global Customer Success Manager Salary Trends https://bit.ly/42Zlthw⬠Infographic: Four Key CSM Role Profiles you want to hire for!https://bit.ly/49xz4zað¥ Video: 2021 HIGH PERFORMING Customer Success Teams ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Sep 16, 2023 ⢠34min
From a Rookie CSM to an Award Winning CSM Director in less than 18 months!
Send us a textJoin 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 victoryCareer insights, from highs to lows, that shaped her pathThe key factors that led to her prestigious awardFrom CS newcomer to triumphing in the Rising Star category at the EMEA CS Excellence Awards, Melisaan Foster has a wealth of wisdom to impart. Just two years ago, she was navigating uncharted CS territory; now, she's an award-winning trailblazer.Tune in for a dynamic conversation that offers a glimpse into the extraordinary journey of this true winner â a journey from ground zero to hero. Her story proves that if she can achieve it, you can too!In this episode, Melisaan delves into:Transitioning from internal communications to the CS domainPractical steps for establishing a robust customer success programOvercoming initial challenges during the crucial first 3 monthsNavigating team growth throughout the transition and roadmap implementationCompany milestones achieved during Melisaanâs impactful 18-month tenureStrategies for refreshing and enhancing customer journeys continuouslyAHA Moments that revolutionized her decision-making prowessFeedback and transformative customer impact following new model implementationUnveiling her effective Tech Stack and the journey of its discoveryCrafting a tailor-made VoC (Voice of Customer) and community systemValuable recommendations for success metrics that resonate with the audienceJoin us on this insightful podcast episode to learn, be inspired, and adopt winning strategies from Melisaan Foster's incredible journey. Your journey from aspiration to achievement starts here.âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Watch: Proving the VALUE of Your CUSTOMER SUCCESS Teamhttps://youtu.be/tOSHWZOUzZkð¥ Watch: 2021 HIGH PERFORMING Customer Success Teams ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Sep 1, 2023 ⢠28min
The Difference Between QBR and EBR
Send us a textWelcome 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 conversation with Irit Eizips, we're joined by Marc Troyan, the Director of Customer Success Research at TSIA. Together, we dissect the intricacies that set EBR and QBR apart, unraveling their true essence.Join us as Marc shares his insights, unveiling the distinct differences between EBR and QBR, while also outlining the pivotal operational metrics that warrant attention for both. This dialogue promises to provide listeners with a profound understanding of the profound impact and utility that both EBR and QBR bring to the table.Marc's expertise shines further as he imparts valuable guidance on optimizing both EBR and QBR to achieve unparalleled customer success. When executed effectively, these reviews have the power to become pivotal drivers of growth and development for any business.EBR vs. QBR distinctions under various aspects.Essential operational metrics for QBRs and EBRs: ⌠Emphasis on lagging over tactical indicators ⌠Implementing Customer Success Journey Maps with Success Plans ⌠Addressing mistakes via discussions and task prioritization.Delivering value in QBR and EBR.Executive Alignment for larger clientele.Recommend: Forge executive-level relationships, gain direct feedback.EBR structuring: ⌠Avoiding free-form due to sustainability concerns ⌠Clear agenda, customer value, and objectives for EBRs.Annual EBRs; QBRs as feedback loops with priority on feedback.Tune in now for a masterclass in harnessing the potential of EBR and QBR for your business's advancement.âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:⬠Infographics: The Difference between QBR and EBRhttps://bit.ly/4a09KSt⬠Infographics: The Essential Guide to Quarterly Business Reviews ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Aug 18, 2023 ⢠35min
How to address UNETHICAL behavior in Customer Success
Send us a textJoin 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 into:Real-life instances illustrating prevalent ethical dilemmas encountered in customer success.Valuable insights on how Customer Success Managers (CSMs) can effectively navigate through ethical challenges.Strategies and approaches for mitigating and preventing unethical behaviors in the pursuit of upsell revenues.Tune in to gain a deeper understanding of the ethical landscape in customer success and equip yourself with the knowledge to foster a responsible and trustworthy approach in your professional journey.Watch the full video on YouTube: https://youtu.be/YjbOhJWqrd4âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð Blog: 3 Ethical Dilemmas in Customerhttps://bit.ly/48z3b81ð Blog: Importance of Customer Communication for Customer Successhttps://bit.ly/3HAtU9hð Blog: Who should own the Renewals and Upsells? Sales or Customer Success?https://bit.ly/3UYaGCoð¥ Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Managerhttps://bit.ly/48z3uzHð¥ Video: Who should own the Renewals and Upsells? Sales or Customer Success?https://bit.ly/48IrQXL ðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
Aug 11, 2023 ⢠21min
Making Your Product Roadmap Customer Centric
Send us a textIn 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 success with the product lifecycle.During the discussion, we'll explore the following key topics:A brief introduction to the framework - Optimizing product roadmap lifecycle with Customer Success.The driving force behind Alex Farmer's creation of a customer-centric product roadmap.Identifying and overcoming roadblocks and challenges in implementing this innovative framework.Strategies for removing friction in the customer journey to enhance overall success.Understanding the rationale behind giving 50% share to Quarterly Roadmap Prioritization.The significance of Monthly Enhancements Request Review and why all bugs aren't treated equally.Step-by-step guidance on how to effectively implement Alex's customer-centric framework, involving engaging the product team, leveraging the arena, and sharing data insights.Don't miss this compelling episode, where we delve into the realm of customer centricity in a product life cycle and seek answers to the most pressing questions from an industry expert. Plus, stay tuned for a critique of the framework on LinkedIn, offering additional insights and perspectives!Watch the full video on YouTube: https://youtu.be/Nk7gwqvsdpAâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:⬠Download Alex Farmer's Slides: Optimizing Product Roadmap Lifecycle with Customer Successhttps://bit.ly/3UYXnBGð¥ Video: Want to be CUSTOMER-CENTRIC?https://bit.ly/3cmfDk0ð¥ Video: How to Be a Customer-Centric Organizationhttp://bitly.ws/cUAAð¥ Video: ROADMAP To Becoming a CUSTOMER-CENTRIC Organizationhttp://bitðð» Whenever youâre ready...If you're an ðŠð¹ð±ðŠð³ðªðŠð¯ð€ðŠð¥ ðŠð¹ðŠð€ð¶ðµðªð·ðŠ ð£ð¶ðªðð¥ðªð¯ðš ð¢ ððð ð±ð³ð¢ð€ðµðªð€ðŠ ð§ð°ð³ ðµð©ðŠ ð§ðªð³ðŽðµ ðµðªð®ðŠ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:1ïžâ£ ðð©ððð¡ ðð® ðŸðªðšð©ð€ð¢ðð§ ððªððððšðš ððð ðŸðððð©ðšðððð© Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterâscale smarter & grow revenue. Click here to download. 2ïžâ£ ð
ð€ðð£ 11,000+ ðœ2ðœ ðððððªð©ðð«ððš ðð£ð ðððððð§ðš I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donât navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join. 3ïžâ£ ðœðªðð¡ððð£ð ð€ð§ ðððððð£ð ð ðŸðð ðððð¢ ðð€ð§ ð©ðð ððð§ðšð© ððð¢ð?Building a CS practice for the first time doesnât have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamâwithout the guesswork & costly missteps of figuring it out alone. Learn more. ð Visit our Website - CSM Practice
