CSM Practice - The Customer Success Podcast

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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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

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

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

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