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
Aug 4, 2023 ⢠32min
What Innovative Use of Technology landed Yair the CS Excellence Award in 2022
Send us a textDiscover 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 the prestigious 2022 CS Excellence Awards for Best Use of Technology, as he takes us through his remarkable journey of upgrading hundreds of unmanned accounts in less than three weeks, single-handedly!During this episode, Yair will delve into the following key points:The urgent challenges he encountered and resolved throughout the process.The transformative impact of leveraging technology across the entire company.The step-by-step process he implemented to upgrade numerous customers without requiring an extensive CSM team.Proven tips for ensuring a high level of digital customer engagement during software version upgrades.The pivotal role played by a customer portal in this initiative, along with a comprehensive tool demonstration showcasing the configuration of the tech stack.If you're eager to learn from an industry expert and optimize your customer technology upgrades, don't miss this enlightening podcast episode with Yair Bortinger!Watch the full video on YouTube: https://youtu.be/4pwj634-qu0âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Video: How to Ensure Success and Avoid Churns Through USER ADOPTIONhttps://bit.ly/3OpMnqs ð¥ Video: How to Increase Product Adoption with Email Campaignshttps://bit.ly/3nA9Tppð¥ Video: How to Leverage Usage Data to Improve Product Adoptionhttps://bit.ly/3benOywð¥ Video: Customer Success SOFTWARE IMPLEMENTATION Best Practiceshttps://bit.ly/3Gc1Vexð Blog: How to Implement Customer Success Softwarehttps://bit.ly/3yf9WMkð Read: How to 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
Jul 28, 2023 ⢠19min
What it takes to become a Rising Star CSM finalist
Send us a textJoin 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 the field.During our conversation with Guy, he delves into several key topics:The significance of building meaningful personal connections and demonstrating empathy to excel as a CSM.The dataâs crucial role in substantiating claims and presenting data as factual in the customer success domain.How optimizing customer onboarding, collaborating with the product team, and celebrating customer achievements contributed to being shortlisted as a finalist for the Rising Star CSM award in 2022.In a remarkably short time, he has achieved outstanding success in various areas, including driving customer expansion, aligning perspectives on data, and spearheading initiatives for the CS community, earning him the prestigious runner-up award for Rising Star.Tune in to this episode to gain valuable insights and be inspired by Guy's exceptional journey in the realm of Customer Success Management.Watch the full video on YouTube: https://youtu.be/YuvqG-ZiLWYâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resourcesð Blog: Customer Success Career Developmenthttps://bit.ly/3aEeLafð Blog: What is a Customer Success Manager?https://bit.ly/3OnMgLTð Blog: The Magic of Cross-Functional Communication in Customer Successhttps://bit.ly/3aCZ82Tð Blog: Importance of Customer Communication for Customer Successhttps://bit.ly/3AQHJhHð¥ Video:What is a Customer Success Manager?https://bit.ly/3AOhEQtð¥ Video: Customer Success Manager (CSM) CAREER PATHhttps://bit.ly/3uODQGhð¥ 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
Jul 21, 2023 ⢠22min
The Rise and Evolution of CS Operations
Send us a textJoin 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 CS Operations team, encompassing customer data analysis, company strategy, system management, and resource allocation.Uncover the optimal timing for establishing a Customer Success Operations function, taking into account company size, customer volume, and the size of the CSM team.Gain valuable insights on hiring strategies for CS Operations, considering the skills and capabilities of potential team members based on your organization's specific needs and priorities.Understand the importance of using Key Performance Indicators (KPIs) to assess the success of CS Operations and their impact on account handling and performance.Learn how implementing the Objective & Key Results (OKR) framework enables strategic achievement tracking, identification of gaps, and the development of innovative ideas.Explore strategies to maximize CS Operations performance by assessing current strategies and utilizing the CS Operations maturity model assessment to drive ongoing evolution.Join us for this dynamic podcast episode filled with practical knowledge and valuable advice on leveraging CS Operations to elevate the performance of your Customer Success team. Get ready to unlock the potential for enhanced customer success and organizational growthð¥Dive into the full video here: https://youtu.be/lnft5ymVJiIâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð Blog: The Beginners Guide to Scaling Customer Successhttps://bit.ly/3wzJ64rð¥ Video: When and how to set up your CS Operationshttps://bit.ly/3ONLEQað¥ Watch this video: Maturity Model for Customer Success https://bit.ly/3Iagctbðð» 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
Jul 14, 2023 ⢠31min
Defining an Effective Success Plan Strategy for CSMs
Send us a textIn 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 plan, outlines essential steps and strategies for achieving customer outcomes.Even in a pooled CSM model, a lighter version of the traditional Success Plan can be utilized effectively.Defining key initiatives and measurable success indicators is crucial for specific use cases.CSMs gain valuable feedback from customers by reviewing proposed success plans.Regular reevaluation of the success plan strategic framework is necessary.Leading and lagging indicators are instrumental in assessing the success plan's effectiveness.Success plans empower CSMs to reach their goals and deliver valuable customer services.CS team leaders must communicate goals, strategies, and deadlines strategically to evaluate the efficacy of the success plan process.Join us as we delve into the world of customer success management and learn from Anika Zubair's expertise on developing effective success plans. Discover how these plans can optimize customer satisfaction and drive business growth.ð¥ Dive into the full video here: https://youtu.be/4jZgcAFP9HEâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Video: SUCCESS PLANS, Tips, and Best Practices for CShttps://bit.ly/3z20P3að¥ Video: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLANhttps://bit.ly/3PseN3wð¥ Video: How to create SUCCESS PLANS that don't SUCKhttps://bit.ly/3xe7FAfð Blog: How to Develop an Effective 90-Day Customer Success Planhttps://bit.ly/3wUFqI2 ð Blog: Designing a Profitable Customer Success Frameworkhttps://bit.ly/3yke4uA 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
Jul 7, 2023 ⢠33min
How To Drive Higher User Adoption Levels With Success Plans
Send us a textIn 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 adoption successes, facilitation techniques, expectations, and potential improvements. One particularly intriguing aspect we touch upon is the crucial relationship between Customer Success Managers (CSMs) and the user adoption plan. Discover the interesting role CSMs play in facilitating customer success and satisfaction.During our interview, Jason covers a wide range of topics related to user adoption:User Adoption Responsibility: We explore who is responsible for adoption and how customers can benefit from the company. We also discuss the desired level of customer control in the adoption process.Factors Affecting Buyer User Adoption Responsibility: We examine the role of vendors in assisting buyers, the impact of implementation costs, and the achievements associated with successful adoption.User Adoption Strategy: Discover effective methods, methodologies, responsibilities, and success criteria for increasing user adoption.Expectations of Implementing User Adoption Strategies: We investigate buyer expectations regarding leveraging software user adoption for business progress and the impact of a well-executed adoption plan on overall business outcomes.User Adoption Analysis: Understand the importance of timing and frequency in analyzing user adoption within a company.Recommended Tools for User Adoption: Explore the benefits of using videos and project plans to drive user adoption and support successful software adoption for buyers.Tune in to this enlightening episode to gain valuable insights into the world of user adoption and its significance in today's business landscape.âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Watch: User Adoption Strategies & Tactical Advice for Customer Success https://bit.ly/3tPOSuoð¥ Watch: How to Ensure Success and 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
Jun 30, 2023 ⢠21min
This is how you should be ONBOARDING a NEW CSM (Customer Success Manager)!
Send us a textIn 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 impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process!Join us as Sharon openly shares her innovative CSM onboarding framework and unveils the contributing factors behind her team's remarkable achievements. In this episode, you'll discover:The essential qualities of a successful CSM team: proactivity, predictability, problem-solving orientation, and a focus on customer data.The importance of allowing sufficient time for new CSMs to adjust during the onboarding process.Strategies for making impactful CSM hires, including the need for excellent communication skills and expertise in your product or technology.The significance of adaptability in a team leader, enabling them to stay competitive amidst industry changes.Tune in to gain valuable insights and practical tips from Sharon Zanandrais, and learn how to set your CSM team on the path to unprecedented success. Get ready to unlock the full potential of your customer success initiatives in this enlightening podcast episode!âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ 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/3PSLwAið Blog: Productivity Tips For Customer Success Teams â PART 2 https://bit.ly/3z42y8l⬠Infographic: 10 Traits of Highly Performing Customer Sucðð» 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
Jun 16, 2023 ⢠18min
Customer Success in SDK Software Companies
Send us a textIn this podcast episode, join Binah's Director of Customer Success, Nir Cohen, as he dives into the world of customer success in SDK companies. Discover how CSMs (Customer Success Managers) play a crucial role in guiding customers towards success with their SDK solutions.Nir shares valuable insights and strategies, including:Leveraging metadata collected from device activations and measurements of SDK services to predict trends and identify customer challenges in navigation.Exploring the difficulties faced by SDK companies in maintaining high-touch relationships with customers due to limited usage data availability.Gaining a deep understanding of customer needs and addressing them effectively and objectively.Harnessing the power of Customer Success software to enhance engagement and implement successful strategies.Coaching CSMs on effective communication skills to improve customer retention and satisfaction.Maintaining regular contact with customers, monitoring project progress, and organizing meet-ups, both physical and virtual, to ensure customer success is achieved.Tune in to this insightful podcast episode to gain a comprehensive understanding of customer success in the world of SDK companies and learn how to empower your customers with effective strategies.âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð¥ Watch: Defining the Customerâs Desired Outcome Using CUSTOMER DATAhttps://bit.ly/3b8zZgpð Read: Building a Proactive Data-Driven Customer Success Engagementhttps://bit.ly/3Or0bB7ð¥ Watch: Customer Success â DATA, METRICS, and KPIshttps://bit.ly/3b3x20gð¥ Watch: How to Leverage Usage Data to Improve PRODUCT ADOPTIONhttps://bit.ly/3benOywð¥ Watch: Overcoming Technology ADOPTION Challengeshttps://bit.ly/3y6YW4Uð¥ Watch: Data-Driven EXPANSION SELLING Strategy Frameworkhttps://bit.ly/3bgbpKw⬠Infograðð» 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
Jun 3, 2023 ⢠19min
Surprising Facts about Working With Companies in Latin America
Send us a textJoin us as we explore the expanding Latin American market and learn about the opportunities it presents for software companies to scale up and expand. Floqastâs Customer Success Manager, Guillermo van Cruysen, who has extensive experience working with Latin American clients, shows us how to effectively work with LATAM clients.As a Latin American portfolio manager, Guillermo shares his expertise and strategies for winning over Latin American clients. By exploring topics such as the importance of language in creating personal connections, understanding cultural differences, and establishing meaningful relationships, he explains what influences successful interactions with clients in Latin America.Throughout this episode, Guillermo covers various crucial aspects of engaging with customers in the Latin American market: â The role of language in forging personal connections with clients from Latin America. â Cultural differences â Why establishing a personal connection with clients from Latin America is importantâ How to actively engage customers in the Latin American market. â Flexible agenda is key for customer meetings in LATAMâ Versatility and open-mindedness when engaging with LATAM clients. â Language to use in written content and communication â Priorities considerations in localizing written content â Defining a regional strategy for working with customers in Latin America If you're looking to expand your business in Latin America or better understand working with clients there, this episode is for you. Become familiar with Guillermo's approach to defining a regional strategy for working with Latin American customers, and get the tools and know-how to succeed.âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resourcesð¥ Watch: What is Customer Success like in Brazilhttps://youtu.be/U5EEs2Nzvqwð¥ Watch: Importance of Customer COMMUNICATION for CUSTOMER SUCCESShttps://youtu.be/2FMRvh9RJZUð¥ Watch: Why Active Listening is importanthttps://youtu.be/RyQðð» 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
8 snips
May 26, 2023 ⢠25min
Scaling CS operations with process improvement ð
Send us a textDiscover the secrets to enhancing customer experience and driving success in customer-oriented companies through the power of process improvement. Join Pedro Candelas, in this exclusive podcast episode as he delves into the world of process optimization and continuous improvement.In this insightful discussion, Pedro covers various topics on Process Improvement, including:âŸïžIntroduction: Learn more about Pedro Candelas, his Industrial Engineering background, and how it has influenced his skill in managing process improvement.âŸïžLean Customer Success Organization: Explore the significance of continuous process improvement, focusing on activities that add value, maintaining objectivity, and eliminating non-value-adding tasks.âŸïžSteps to Eliminate Wastage: Learn effective strategies for addressing valueless issues in business process improvement, such as delays, over-processing, unnecessary movements, errors, and customer overload.âŸïžImpact of Internal Process Improvement on Customer Experience: Discover how implementing Lean process improvement within a company contributes to creating value for customers.âŸïžElevating NPS through Improved Customer Processes: Understand the importance of internal management and collaboration, as well as objective assignment per process requiring improvement.âŸïžContinuous Process Improvement: Uncover the benefits of breaking down processes, objective assignment, and monitoring progress to achieve ongoing process improvement.âŸïžApplying Lean Process Improvement to Customer Experience: Learn how to identify value-adding, valueless, and business value-adding activities, allocate sufficient time, map the project, and document the future state in comparison to the current state.âŸïžSuccesses: Explore the positive outcomes of continuous process improvement, including streamlined onboarding processes, enhanced customer retention, and reduced software utilization.âŸïžProcess Improvement Skills: Discover how continuous improvement practices contribute to better retention, efficient app management, and optimized processes.Unlock the potential of process improvement and revolutionize your approach to customer success. Join Pedro Candelas in this eye-opening episode and take your customer experience management to new 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
May 19, 2023 ⢠16min
What is Customer Success like in Brazil
Send us a textExperience the dynamic world of Customer Success in Brazil as we delve into the insights of renowned industry expert Hiram Damin, recognized as one of the top Customer Success thought leaders for 2021.Join us in this captivating podcast episode where Hiram Damin, an accomplished consultant who has provided guidance to over 100 companies in Brazil, shares his wealth of knowledge. His impactful contributions extend to the publication of a Portuguese book on Customer Success, which has achieved remarkable success with over 2000 copies sold.Explore the thriving landscape of technology companies in Brazil, fueled by substantial investments in the Latin American market. With the exponential growth of startups, it comes as no surprise that many technology-driven enterprises in LATAM are adopting customer success methodologies.Notably, Brazil has produced an impressive number of thought leaders featured in the prestigious top 100 customer success strategists list curated by Success Hacker.During this enlightening episode, Hiram delves into the plethora of resources available to individuals seeking to enhance their understanding of customer success within Brazil. Furthermore, he provides valuable insights into the preferred technology tools favored by Customer Success Managers (CSMs) across LATAM. Lastly, Hiram sheds light on the unique aspects of Customer Success management culture in Brazil.Don't miss out on this insightful episode! Join us now to gain a comprehensive understanding of the evolving landscape of Customer Success in Brazil.âŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžâœïžâŸïžAdditional Resources:ð§âð€âð§ Portuguese Customer Success Communityhttps://bit.ly/4bVwHYBð¥ Video: Top 200 Customer Success THOUGHT LEADERS - 2021 Trend Analysishttps://bit.ly/3on854nð¥ Video: What is a Customer Success Manager?http://bitly.ws/cUzmð¥ Video: Top Customer Success Trends to Keep Up with in 2022https://bit.ly/3vYAboSð Podcast: Reter-e-Creser 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
