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!
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Top 10 CSM Practice - The Customer Success Podcast Episodes
Goodpods has curated a list of the 10 best CSM Practice - The Customer Success Podcast episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to CSM Practice - The Customer Success Podcast for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite CSM Practice - The Customer Success Podcast episode by adding your comments to the episode page.
Four Key CSM Role Profiles you want to hire for!
CSM Practice - The Customer Success Podcast
03/17/23 • 22 min
In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the Multi-faceted CSM model, which outlines essential skills that CSMs should possess, such as:
- solid customer-facing experience
- Proactiveness
- effective communication skills
- empathy
- and the desire to make customers successful.
Additionally, he identifies four CSM profiles based on experience and characteristics required for his team:
- The "Project Manager,"
- The "Data analytics"
- The "Domain expert/Trusted Advisor," and
- The "Negotiator"
By listening to this episode, you will learn about the entire framework and gain insights into questions to ask when hiring each of the CSM profiles introduced in this model. Guy provides helpful tips on creating different customer success manager profiles, making the CSM hiring process more efficient and effective, and finding the right people for your team from traditional places.
If you are building a customer success team, this episode is a must-listen to improve your capacity planning and hiring process.
Listen to the full episode now!
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Additional Resources:
📑 Blog: The Multi-Faceted CSM
https://bit.ly/3tubfp6
📑 Blog: What is a Customer Success Manager?
https://bit.ly/3t1YnGg
📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://bit.ly/3M1QpDQ
🎥 Video: Steps in hiring the right customer success managers
https://bit.ly/38SJLSV
🎥 Video: Recent trends in HIRING Customer Success Managers (CSM's)
https://bit.ly/38Xb9Px
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://bit.ly/4bUoxjc
⏬ Download the Guide: Multi-faceted CSM Model
https://bit.ly/432k5e1
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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
1 Listener
Top Customer Success KPIs for Managing CSM Teams
CSM Practice - The Customer Success Podcast
11/25/22 • 19 min
How can Customer Success KPIs be used to track and measure the team's performance and efficacy of the customer success program?
The customer success team's job entails myriads of responsibilities. This includes managing the onboarding process, increasing product usage, proactive management of accounts, customer engagements, training, expanding and renewing accounts, and so on.
But how do you measure the effectiveness of your customer success team? The answer varies for different companies, but identifying your KPIs to measure customer success is an excellent step to start.
Learn how to manage a team with meaningful key performance indicators or Customer Success KPIs from Mike Sasaki, Vice President, Global Head of Customer Success and Support at Mitek Systems.
In this podcast episode, he shares his expertise in Customer Success KPIs, such as:
- The different kinds of Customer Success KPIs
- How to determine which Customer Success KPI works best for you
- How to track and monitor Customer Success KPIs regularly
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Additional Resources:
📑 Blog: 4 Customer Success KPIs every High Touch SaaS Company should Track
https://bit.ly/3wBNmQK
🎥 Video: Customer Success METRICS and KPIs
https://youtu.be/8JfkWg3v-zo
⏬ Infographic: 10 Traits of High Performing Customer Success Teams
https://bit.ly/48rZzFz
⏬ Slides: Mike Sasaki’s Customer Success Key Performance Indicators (KPIs) slides
https://bit.ly/49OH27r
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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
1 Listener
Why You Need NPS Surveys!
CSM Practice - The Customer Success Podcast
04/19/24 • 27 min
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
The Surprising Productivity Tips Every CSM Needs to Know
CSM Practice - The Customer Success Podcast
03/08/24 • 24 min
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 Management at Duke University, epitomizes the spirit of a multifaceted professional. Learn how Bhavika leverages Excel, VBA, Tableau, and Zapier for deep data insights and explores the significant impact of automation in enhancing CSM operations.
Episode Highlights:
- Bhavika's strategic scaling of account management.
- The critical role of self-care and prioritization.
- Insights into using analytical tools for smart decision-making.
- The transformative effect of automation on customer success workflows.
- Actionable strategies to amplify your CSM productivity.
This episode delivers a wealth of productivity tips and expert advice, ideal for CSM professionals at any stage of their career. Bhavika's commitment to mentorship and community support, combined with a practical approach to CSM tools and automation, offers listeners a roadmap to professional development and improved customer success management.
Elevate your CSM strategy by applying these groundbreaking insights.
Watch the full episode here: https://youtu.be/ivXl-Un9bF0
#CSMPracticePodcast #CustomerSuccess #ProductivityHacks #CSMTools #Automation #ContinuousImprovement #ProfessionalGrowth
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Additional Resources:
📑 Read: How to Prove Value to Customers
https://bit.ly/49gtLUb
📑 Read: How to Learn from Churn
https://bit.ly/48Xol0z
🎥 Watch: What it takes to become a Rising Star CSM finalist
https://youtu.be/YuvqG-ZiLWY
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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
Boost Customer Engagement with this 8-step process!
CSM Practice - The Customer Success Podcast
02/09/24 • 36 min
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 Diverse Needs: Discover the significance of a comprehensive plan that caters to both high-touch customers and strategic accounts.
- Change Leadership Essentials: Explore the critical role of effective change leadership in customer engagement, leveraging John Kotter's eight-step plan. From creating urgency to sustaining change, we break down the essential elements.
- Success Plays in Action: Learn the art of identifying the right success plays to construct an engagement plan that truly aligns with customer needs.
- Measuring Impact: Understand the importance of measuring the success of your engagement plan. We discuss the metrics and frameworks necessary to gauge the impact and refine your strategies for continuous improvement.
- Framework for Growth: Explore how companies can elevate satisfaction, foster loyalty, and propel growth by establishing a robust framework for customer engagement.
Join us for a deep dive into the world of customer engagement, where insights and practical strategies converge to pave the way for long-term success.
Watch the full episode here: https://youtu.be/wQ56OehMfC4
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Additional Resources:
📖 Read: Leading Change, With a New Preface by the Author
https://bit.ly/3S0le0S
⏬ Download: Customer Strategic Engagement Plan Template
https://bit.ly/47yrDWM
📑 Read: Building a Proactive Data-Driven Customer Success Engagement
https://bit.ly/423Pyfn
🎥 Watch: Defining an Effective Success Plan Strategy for CSMs
https://youtu.be/4jZgcAFP9HE
🎥 Watch: How to create SUCCESS PLANS that don't SUCK
https://youtu.be/hB8VBShsG8I
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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
Hiring a FIRST-TIME Customer Success Manager (CSM)
CSM Practice - The Customer Success Podcast
12/16/22 • 17 min
Hiring a first-time CSM might seem hard at first, but our special guest, Brian Hartley, made it simple by sharing his strategy for hiring Customer Success Managers with no previous industry experience.
Most customer success leaders prioritize hiring experienced, high-performing CSMs. However, it has become increasingly difficult to find a Customer Success Manager in recent years.
Because of this, hiring managers must be creative and are focused on hiring a first-time CSMs with no relevant experience. In hiring one, they look at coachability, emotional intelligence, attitude, and motivation, among other things.
Over 30% of Brian Hartley’s team of CSMs were hired despite not having any previous experience. Fortunately, some of them turned out to his best CSMs.
Listen to the full recording to find out how to hire first-time CSMs.
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Additional Resources:
📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://bit.ly/3uSkSBP
🎥 Video: Steps in Hiring the Right CSM (Customer Success Manager)
https://bit.ly/4bZOIow
🎥 Video: Hiring Hacks: How to better evaluate your candidates for a Customer Success Manager position
https://bit.ly/4bTMzLd
🎥 Video: Getting a large Customer Success Budget approved
https://bit.ly/4bY2x71
⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://bit.ly/4bUoxjc
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
https://bit.ly/3SWYZJv
⏬ Infographic:The 10 Skills of Highly Effective CSMs
https://bit.ly/4bWyWLe
⏬ DOWNLOAD: Recommended CSM Recruiters List
https://bit.ly/3wDlwUn
⏬ DOWNLOAD: Guide to Customer Segmentation Strategies for Customer Success Teams
https://bit.ly/42VgL4F
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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
How to address UNETHICAL behavior in Customer Success
CSM Practice - The Customer Success Podcast
08/18/23 • 32 min
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 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/YjbOhJWqrd4
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Additional Resources:
📑 Blog: 3 Ethical Dilemmas in Customer
https://bit.ly/48z3b81
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3HAtU9h
📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://bit.ly/3UYaGCo
🎥 Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Manager
https://bit.ly/48z3uzH
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
https://bit.ly/48IrQXL
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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
The Rise and Evolution of CS Operations
CSM Practice - The Customer Success Podcast
07/21/23 • 20 min
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 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 growth
🎥Dive into the full video here: https://youtu.be/lnft5ymVJiI
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Additional Resources:
📑 Blog: The Beginners Guide to Scaling Customer Success
https://bit.ly/3wzJ64r
🎥 Video: When and how to set up your CS Operations
https://bit.ly/3ONLEQa
🎥 Watch this video: Maturity Model for Customer Success
https://bit.ly/3Iagctb
⏬ Download: Customer Success Operations Maturity Scoring Model
https://bit.ly/3wEcuq8
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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
How Alex Turkovic Built a Digital Customer Success Team
CSM Practice - The Customer Success Podcast
09/13/24 • 28 min
How can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at Flexera (formerly known as Snow Software), answers all of your questions about digital customer success in this episode! Delve into innovative strategies, tactical automation, and impactful insights as Alex shares his expertise in steering customer success programs to new heights.
Click here to watch the episode on YouTube!
HIGHLIGHTS
- Unveil how Alex spearheaded a comprehensive digital Customer Success program at Flexera, revolutionizing customer interactions.
- Discover success stories as Alex details automation implementation, bridging high-touch and low-touch segments for a seamless customer journey.
- Gain valuable insights on forecasting accuracy, churn mitigation, and enhanced customer satisfaction through data-driven strategies employed by Alex Turkovic.
ABOUT OUR GUEST
Meet Alex Turkovic, a leader with over 15 years of expertise in customer success leadership, professional services, and customer education. As the previous Director of Customer Lifecycle at Snow Software, Alex merges digital and scaled customer success strategies with educational initiatives to optimize customer lifecycle engagement and drive impactful outcomes.
🔗 Connect with Alex via LinkedIn.
USEFUL LINKS
📑 Read: How To Get Your CS Tech Stack in Order
🎥 Watch: How Did Digital CS Skyrocket Talroo’s Growth?
🎙️Listen: Digital CS Podcast by Alex Turkovic
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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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How to Best OPTIMIZE Your Customer Success Plan
CSM Practice - The Customer Success Podcast
11/04/22 • 16 min
What Is the Need for a Success Plan in Customer Success?
It is just as important to have a success plan for customer satisfaction and delivering success to your customers.
Having a customer success plan in place, to prove value to your customers, alleviate their fears, and boost your company's revenue, is essential.
“Customer Success Planning is about doing the research on your customer and doing the research on the industry of your customer.” - Violaine Yziquel
In this podcast episode with Violaine Yziquel, Director of Customer Success at Slack, discussed another burning topic in the Customer Success community: optimizing your Success Planning process.
Now, are you ready to make the change and start to develop your Customer Success Plan with your customers?
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Additional Resources:
📑 Blog: How to Develop an Effective 90-Day Customer Success Plan
https://bit.ly/4bZN1Yc
🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CS
https://bit.ly/49VbwUy
🎥 Video: How to create SUCCESS PLANS that don't SUCK
https://bit.ly/3wEgNSj
⏬ Download : Violaine's FREE Success Plan template
https://bit.ly/3UUYgeD
◾️◽️◾️◽️◾️◽️◾️◽️
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
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FAQ
How many episodes does CSM Practice - The Customer Success Podcast have?
CSM Practice - The Customer Success Podcast currently has 114 episodes available.
What topics does CSM Practice - The Customer Success Podcast cover?
The podcast is about Customer Success, Management, Saas, Podcasts and Business.
What is the most popular episode on CSM Practice - The Customer Success Podcast?
The episode title 'Four Key CSM Role Profiles you want to hire for!' is the most popular.
What is the average episode length on CSM Practice - The Customer Success Podcast?
The average episode length on CSM Practice - The Customer Success Podcast is 26 minutes.
How often are episodes of CSM Practice - The Customer Success Podcast released?
Episodes of CSM Practice - The Customer Success Podcast are typically released every 7 days.
When was the first episode of CSM Practice - The Customer Success Podcast?
The first episode of CSM Practice - The Customer Success Podcast was released on Aug 25, 2022.
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