最高の CSM Practice ポッドキャスト (2024)

1
Driving Innovation in Customer Success with the 70-20-10 Methodology 35:55

2d ago35:55

35:55

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, transparenc…

1
Why You Need NPS Surveys! 27:43

8d ago27:43

27:43

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 cu…

1
Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know 24:39

15d ago24:39

24:39

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:…

1
Churn Prediction - The Consumption Based Model 18:14

22d ago18:14

18:14

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…

1
How Data Insights Can Transform Customer Success to Perfection 38:25

29d ago38:25

38:25

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 Take…

1
The vital role of CS Operations in proactive company transformation 37:26

1M ago37:26

37:26

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team. In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Suc…

1
The Ultimate Guide to Mitigate Customer Churn 33:46

1M ago33:46

33:46

Welcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Success at Folloze. Together, they unravel essential strategies for mitigating customer churn and preserving valuable customer relationships. Join the conversation as Adi shares insights on identifying and maintai…

1
The Surprising Productivity Tips Every CSM Needs to Know 24:44

2M ago24:44

24:44

Step into the world of Customer Success Management with our CSM Practice Podcast episode: "The Surprising Productivity Tips Every CSM Needs to Know." In this engaging session, Bhavika Kochar, CS Ladies founder and community builder, shares her evolution from managing 45 to 300 accounts. Her journey, enriched by pursuing a Master's in Engineering Ma…

1
The Ultimate Renewal Team Management Guide 38:15

2M ago38:15

38:15

Welcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer. Together, we delve into comprehensive insights on establishing and overseeing a successful renewal team, covering strategic planning to practical execution. Here are a few key points from our discussion: Mark Mortimer shares …

1
Mastering Difficult Conversations: Secrets to Handling Tough Customers 20:29

2M ago20:29

20:29

As we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult conversations. In this episode, we'll unravel the secrets to handling those hard conversations like a true pro. Joining us is our special guest, Iffat Bar-kol Grecht, Co-Founder at Focus Leadership. Are you ready to unl…

1
Unlocking Customer Success: Strategies for Industry-based Organizations 28:24

2M ago28:24

28:24

In this enlightening podcast episode hosted by Irit Eizips, we are privileged to have Himanshu Garg, Director of Business Engineering & Technical Experience at Razorpay. Together, we explore the process of redefining customer success for industry-based organizations, offering valuable insights and practical strategies: Dive into crucial KPIs that p…

1
Boost Customer Engagement with this 8-step process! 36:57

3M ago36:57

36:57

Unlock the secrets to business growth and customer retention in this enlightening podcast featuring Mohammed Alqaq, Customer Success Manager at Crucial Solutions & Services (CSS). Join us as we delve into the intricacies of customer engagement and unveil the power of a well-crafted Customer Strategic Engagement Plan. Key Highlights: Tailoring to Di…

1
The Ultimate Guide: Customer Success vs Customer Support 32:53

3M ago32:53

32:53

Customer support and customer success play crucial roles in any business. However, when these teams operate independently, it can lead to issues for both the customers and the business. In this insightful episode, we explore the vital connection between Customer Success and Customer Support with our special guest, Mikael Blaisdell, Executive Direct…

1
Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction 27:35

3M ago27:35

27:35

In this episode, Irit Eizips engages in a dynamic conversation with Peleg Samson, VP Customer Success at Guidde, on a mission-critical topic: the art of reducing support tickets while elevating customer satisfaction to new heights. Discover the strategies that empowered Guidde's customer support team to efficiently handle a rapidly growing customer…

1
Strategies for Choosing the Right Customer Success Metrics 37:36

3M ago37:36

37:36

In this insightful podcast episode, join host Irit Eizips and guest Sue Nabeth Moore, Co-Founder of Success Chain, as they delve into the complexities of measuring the impact of Customer Success strategies. This engaging discussion focuses on the challenges of identifying the most effective metrics and creating a framework for successful measuremen…

1
Streamlining and Scaling Customer Success with Customer Hubs 27:18

4M ago27:18

27:18

Dive into the world of Customer Success with Irit Eizips in this insightful podcast episode, featuring Shachar Avrahami, VP Product & Strategy at EverAfter. Join them as they explore the impact of customer hubs and tech-touch strategies on enhancing customer engagement and scalability in businesses. Key highlights include: Unpacking actionable, per…

1
Service Offer Creation and Go-To-Market Strategies for Success 34:52

4M ago34:52

34:52

Join our esteemed host, Irit Eizips, along with guest Rachel Montgomery, a Customer Experience Strategist, as they explore the art of crafting standout service offers. Delve into essential strategies for creating, developing, and launching successful service offers. Rachel shares hands-on tips for designing offers that solve customer challenges, en…

1
Proving the Value of Customer Success: An ROI Approach 34:05

4M ago34:05

34:05

Join Irit Eizips and Rebecca Nerad, VP of Customer Success at FourKites, in our podcast as they explore the real value of Customer Success. Rebecca shares insights on crucial metrics for retention, growth, and cost optimization. Delve into her expertise in demonstrating ROI through strategies like value realization and cost reduction. Explore non-m…

1
How to increase product adoption! 28:38

4M ago28:38

28:38

Join Irit Eizips, your go-to customer success strategist, in an exhilarating conversation with Phil Hobden, a trailblazer in the realm of customer success. Phil, a finalist for the Customer Success Excellence Awards, unveils his groundbreaking strategies that transformed Capitalize.com. Discover how Phil's innovative strategies reduced churn from 1…

1
The Dos and Don'ts of Getting Customer Feedback 29:22

4M ago29:22

29:22

Explore the intricacies of customer feedback in this insightful podcast episode, where Irit Eizips engages with Steve Bernstein, a customer feedback expert from Waypoint Group. Delve into their discussion on effective strategies for collecting and leveraging customer insights to foster business growth. In this episode: Strategies for identifying ke…

1
From Good to Great: Elevating Your CSM Customer Conversations with AI 28:39

5M ago28:39

28:39

Join Irit Eizips in a captivating conversation with Amanda Schmidt, Senior Vice President of Customer Success at PandaDoc. Discover the impactful role of AI in enhancing customer communication, and how PandaDoc's integration of AI tools like Ox led to a 40-point increase in their NPS score within a year. In this episode, you'll gain insights on: Pa…

1
How to Deliver an Executive Business Review! 35:07

5M ago35:07

35:07

Join Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podcast. This episode delves into the pivotal role of Executive Business Reviews (EBRs) in strategic business meetings, transcending the scope of typical Quarterly Business Reviews (QBRs). EBRs, as annual gatherings…

1
How to Scale Customer Services After a MERGER and ACQUISITION 24:47

5M ago24:47

24:47

Explore the art of navigating mergers and acquisitions (M&A) with Irit Eizips, a renowned Customer Success strategist, as she interviews David Collyer, CCO of ECI Software Solutions. This episode delves into ECI's journey through strategic restructuring for enhanced Customer Satisfaction and organizational adaptability post-M&A. Key highlights incl…

1
Unlocking the Secrets of Partner Success KPIs 36:07

5M ago36:07

36:07

Join Irit Eizips in an insightful conversation on Partner Success with Scott Frew, CEO/Founder of iasset.com and a recognized expert in channel management. This episode is essential for tech executives seeking to enhance their partnership strategies with industry-leading insights. Key Topics Discussed: Data synchronization and strategies to reduce …

1
Creating a Global-wide Partner Success Program 36:07

5M ago36:07

36:07

Explore the power of Partner Success programs with Andrew Carothers from Cisco Systems in our captivating podcast episode. Unearth how Cisco's globally renowned Partner Success program has revolutionized customer engagement and renewals, and learn how it could transform your business approach. Discover how Partner Success programs can significantly…

1
How to establish a Partner Success Program 36:03

6M ago36:03

36:03

There 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, Cisc…

1
When your Company moves From On Premise to SaaS – The Customer Success Playbook 32:20

6M ago32:20

32:20

In 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 e…

1
How to elevate your customer relationship strategy! 23:20

6M ago23:20

23:20

While 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 relationsh…

1
Forming an Award Winning 🏆 Customer Success team! 26:36

6M ago26:36

26:36

Would you like to know what it took to build an award-winning team from scratch? In this interview, Claire O’regan, 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 retentio…

1
Setting up a CSM team for International Regions 26:46

7M ago26:46

26:46

In 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 jo…

1
Winning The Customer Success Manager of the Year 🏆 30:25

7M ago30:25

30:25

In 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 insi…

1
From a Rookie CSM to an Award Winning CSM Director in less than 18 months! 31:46

7M ago31:46

31:46

Join 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 victory Career insights, from highs to lows, that shaped her path Th…

1
The Difference Between QBR and EBR 25:18

8M ago25:18

25:18

Welcome 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 …

1
How to address UNETHICAL behavior in Customer Success 32:18

8M ago32:18

32:18

Join 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 …

1
Making Your Product Roadmap Customer Centric 19:45

9M ago19:45

19:45

In 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…

1
What Innovative Use of Technology landed Yair the CS Excellence Award in 2022 29:21

9M ago29:21

29:21

Discover 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…

1
What it takes to become a Rising Star CSM finalist 17:38

9M ago17:38

17:38

Join 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 th…

1
The Rise and Evolution of CS Operations 20:33

9M ago20:33

20:33

Join 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…

1
Defining an Effective Success Plan Strategy for CSMs 28:51

10M ago28:51

28:51

In 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 …

1
How To Drive Higher User Adoption Levels With Success Plans 30:16

10M ago30:16

30:16

In 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 adopti…

1
This is how you should be ONBOARDING a NEW CSM (Customer Success Manager)! 19:02

10M ago19:02

19:02

In 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 im…

1
Customer Success in SDK Software Companies 16:00

11M ago16:00

16:00

In 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 c…

1
Surprising Facts about Working With Companies in Latin America 17:46

11M ago17:46

17:46

Join us as we explore the expanding Latin American market and learn about the opportunities it presents for software companies to scale up and expand. Floqast’s 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 p…

1
Scaling CS operations with process improvement 📈 23:07

11M ago23:07

23:07

Discover 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 Proces…

1
What is Customer Success like in Brazil 14:13

11M ago14:13

14:13

Experience 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,…

1
What Service Packages look like when CHARGING for CS 23:12

12M ago23:12

23:12

Looking to monetize your Customer Success services? Or maybe you already do and want to improve your strategies? Either way, you won't want to miss this podcast episode! Join Adi Aloni, VP of Customer Success at Folloze, as she shares her expertise on creating successful customer success packages. In this podcast episode, you'll get an inside look …

1
How To Handle SEVERE TECHNICAL ISSUES 22:05

12M ago22:05

22:05

In this podcast episode, Sean Ruane, the CEO and Founder of Mind Data, discusses the importance of handling technical issues in a timely and effective manner to maintain a positive relationship with customers. He provides valuable insights for customer success managers (CSMs) on how to handle such issues. This episode covers the following topics: C…

1
CS Ladies - An Online Community For Women by Women 21:36

1y ago21:36

21:36

This podcast episode introduces 'CS Ladies,' an online community dedicated to empowering women working in the field of Customer Success. The community was co-founded by Diana Rubine, Founding Member & Initiator of CS Ladies, and other powerful women in Customer Success. This video is not only about Diana’s career journey, but also about how she co-…

1
Is Customer Success a Function or a Strategy? 24:15

1y ago24:15

24:15

During this podcast episode, Rapyd's Director of SMB Sales Ops & Enablement, Avner Baruch interviews Irit Eizips on her insights on the significance of customer success as a function and strategy for businesses. The conversation touched on topics such as the evolution of customer success and how educating the industry on its practices played a cruc…

1
Want to be CUSTOMER-CENTRIC? 19:29

1y ago19:29

19:29

In this podcast episode, Jason Noble, VP Global Customer Success at Vinli, shares his expertise on how organizations can become more customer-centric and ensure that clients are always a top priority in all company processes, operations, philosophy, and mission. Jason explains the importance of a customer-centric strategy in creating a positive cus…

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