CSM Practice - The Customer Success Podcast

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Can a single framework transform both customer satisfaction and organizational culture?
In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into how SAP drives adoption, scales customer success initiatives, and creates consistent, impactful experiences across a diverse customer base.

Click here to watch the interview on YouTube!

HIGHLIGHTS
- The transformative power of SAP's 7 Dimensions of Customer Success
- Practical tips to enhance adoption and customer engagement
- Insights on driving cultural change within large organizations

ABOUT OUR GUEST
With over 25 years of experience leading transformation services, Go-To-Market, and customer success operations in information technology organizations, David is responsible for driving awesome customer experiences, solution adoption, value realization, and renewals for customers who leverage SAP ERP, Supply Chain, and Finance Solutions.
He started his career in Supply Chain Consulting at PwC/IBM, worked for an inventory optimization software startup “SmartOps,” where he was responsible for customer retention and value realization. SmartOps was acquired by SAP in 2013.
🔗 You may connect with David Kahn via LinkedIn

USEFUL LINKS
📑 Read: The Secret to Scale in Customer Success
🎥 Watch: How to Increase Product Adoption
🎥 Watch: Revolutionary Training Program

👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ Building or Leading a CSM Team for the First Time?
Building a CS practice for the first time doesn’t 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 team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Send us a text

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 customer experience for optimal customer satisfaction. He also addresses common questions such as:
What customer centricity is?
What are the typical issues non-customer-centric companies face, and
How to overcome the challenges in implementing a customer-centricity strategy.
If you're wondering how your organization can become more customer-centric, this episode is a must-lisen. Learn from Jason's experience and expertise in moving companies towards a customer-centric approach.
Don't miss out on the valuable insights and tips shared in this episode!
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Additional Resources
⏬ Infographic: 8 Key Steps in Becoming a Customer-Centric Organization
https://bit.ly/49wOiEA
📑 Blog: Becoming a Customer-Centric Organization
https://bit.ly/3SYuEu8
🎥 Video: How to Be a Customer-Centric Organization
http://bitly.ws/cUAA
🎥 Video: Becoming a customer-centric organization: The roadmap [Webinar]
http://bitly.ws/cUB8
🎙 Podcast: The Jasons Take on... Designing & Implementing Customer Success Strategies In Complex Organizations featuring Irit Eizips:
https://bit.ly/3LsRchv

👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ Building or Leading a CSM Team for the First Time?
Building a CS practice for the first time doesn’t 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 team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Send us a text

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 crucial role during its early stages.
Additionally, they explored the distinction between customer success as a function and strategy, and why it is particularly relevant for organizations that rely on subscription-based models.

• The evolution of customer success as a function
• The relevant functions of a CSM
• How to create a system and new strategy to fight churn
• Insights on how to transition a support approach from a reactive to proactive
• How to adapt customer success as a methodology to make products and contract negotiations to be more customer-centric
• The overall business goals of customer success as a cross-functional methodology
• The main factors that allow a CSM or an account manager to identify customers at risk.
• The key reasons behind customer churn
• Core functionalities for customer success as a function and a role
• How to manage expectations when delivering self-service products
• About creating specialized roles
• Considering CS Packages, and monetization of Customer Success
• Perspectives on separating the Customer Success Function into CSM and account management

If you're interested in learning more about customer success and how it can benefit your business, be sure to watch this episode now!
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Additional Resources:
📑 Blog: Customer Success Career Development
https://bit.ly/3LGqRff
🎥 Video: Hiring the right customer success managers
https://bit.ly/38SJLSV
🎥 Video: Getting your FIRST CSM (Customer Success Manager) Role
https://bit.ly/3lOZdST
🎥 Video: From ACCOUNT MANAGER to Customer Success Manager (CSM)
https://bit.ly/3s

👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ Building or Leading a CSM Team for the First Time?
Building a CS practice for the first time doesn’t 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 team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Send us a text

In this podcast episode, Richard Harris shares some valuable insights on the essential sales skills that can help boost the success of customer success teams.
As a customer success manager, it's crucial to have a solid understanding of these skills to ensure your team's effectiveness in driving customer satisfaction and loyalty.
During this session, you'll learn:

• How sales skills can be applied to customer success
• What sales skills are relevant to customer success managers
• When would be the best time to have sales training for your customer success team

So, if you're looking to enhance your customer success skills and take your team's performance to the next level, this episode is a must-listen.
Tune in to the full episode and discover the secrets to delivering exceptional customer experiences through the power of sales skills.
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Additional Resources:
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3HAtU9h
📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://bit.ly/3SJTxuz
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
http://bitly.ws/cUAm
🎥 Video: SALES vs. CUSTOMER SUCCESS — Account Ownership
http://bitly.ws/cUAL
🎥 Video: Increasing UPSELL Revenues with CUSTOMER INTELLIGENCE Tools
https://bit.ly/3E9Y4hd
🎙 Podcast: The Surf and Sales: Modern Customer Success with Irit Eizips
https://bit.ly/3kt04rR

👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ Building or Leading a CSM Team for the First Time?
Building a CS practice for the first time doesn’t 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 team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Send us a text

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

👉🏻 Whenever you’re ready...If you're an experienced executive building a CSM practice for the first time, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ Steal My Customer Success KPI Cheatsheet
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ Join 11,000+ B2B Executives and Leaders
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ Building or Leading a CSM Team for the First Time?
Building a CS practice for the first time doesn’t 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 team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice