Send us a text What if your customer success strategy could directly boost revenue by 30%? In this episode, Irit Eizips sits down with Susana Esteban, Global CX Leader at HPE, to reveal how their Executive Interview Program transformed customer conversations into a revenue-generating engine. Click here to watch the interview on YouTube! ππππππππππ - How to structure CX interviews that uncover upsell opportunities - Why emotional metrics matter as much as NPS - The 3-pillar fram...
Send us a text Struggling with customer onboarding? See how one company transformed its approach and achieved record-breaking success. In this interview on CSM Practice, Irit Eizips sits down with Raman Bindra, a three-time CS Creative Award winner and a top customer success influencer nominee. In just 10 months, his team revamped their onboarding strategy, leading to significant improvements in customer engagement and retention. Click here to watch the interview on YouTube! ππππππππππ ...
Send us a text Is digital customer success only for small clients? Think again! Irit Eizips sits down with Tiffany Morin, Director of Customer Success and Renewals at Emerson Test and Measurement, to uncover how her team successfully implemented digital customer success at an enterprise levelβresulting in quadrupled engagement! Click here to watch the interview on YouTube! ππππππππππ - How digital engagement scales CS efforts across all customer segments - The enterprise CS model she ...
Send us a text Can data-driven strategies really transform customer success? In this interview of CSM Practice, Jen Jackson, a customer success leader with over 20 years of experience, uncovers how leveraging data can improve retention, reduce churn, and scale CS operations. Jen shares her story of turning fragmented data into actionable insights, resulting in a 10% churn reduction and increased customer engagement. Click here to watch the interview on YouTube! ππππππππππ - Using data...
Send us a text Are you struggling to get users to adopt your productβs features and drive real engagement? In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within traditional organizations and how his team drives meaningful results at SAP. Click here to watch the interview on YouTube! ππππππππππ - The step-by...
Send us a text Can you build a customer success team from scratch in just 12 months? In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team. ππππππππππ The foundational steps that ensured success, including the critical role of a CS charter How a structured, phased approach turned challenges into growth opportunities Real-world results: m...
Send us a text What if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right? Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their renewal forecast accuracy. Click here to watch the interview on YouTube! ππππππππππ - How transitioning renewals to the CSM team increased ...
Send us a text Are your traditional usage metrics failing to prove your productβs value? Creating data stories could save your accounts! In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging circumstances. Click here to watch the interview on YouTube! ππππππππππ - How to craft data stories that resonate with executives - Shiftin...
Send us a text Whatβs the secret to a 33% CSAT boost? Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results. Click here to watch the interview on YouTube! ππππππππππ - The key changes that helped Snappr raise their CSAT from 3.9 to 4.6 - Why redefining team incentiv...
Send us a text What makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without! Click here to watch the interview on YouTube! ππππππππππ - The critical difference between success plans and project plans β and why it matters - How ...
Send us a text What if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder of Handwrytten, a company revolutionizing how businesses connect with customers through personalized, handwritten notes, shares how his approach has helped companies boost customer retention, create emotional connections, and turn mistakes into opportunities for deeper loyalty. Click here to watch the interview on YouTube! ππππππππππ&nb...
Send us a text Is your Customer Success team leaving money on the table? Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers. Click here to watch the interview on YouTube! ππππππππππ - The mindset shift that empowers CSMs to confidently own renewals and upsells - Proven...
Send us a text 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. Cl...
Send us a text Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBMβs Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive impact. Click here to watch the interview on YouTube! ππππππππππ - Discover how IBM leverages AI to predict and reduce churn. - Learn about ...
Send us a text How can you scale customer success without sacrificing quality? Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building high-impact, low-cost customer success models. Click here to watch the interview on YouTube! ππππππππππ - Understanding the difference betwee...
Send us a text Is your saas onboarding strategy leaving customer value on the table? Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube! ππππππππππ - Value Audits for SaaS success - Customer retention strategies - Aligning professional services with customer success πππ...
Send us a text How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role! Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains meaningful connections with customers through a blend of one-on-one interactions and webinars, ensuring that even a large portfolio gets the attent...
Send us a text Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resources. Click here to watch the interview on YouTube! ππππππππππ - How to optimize QBRs for maximum impact - Automating renewals to boost effici...
Send us a text Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities. Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving strategic growth for your business. Click here to watch the interview on YouTube! ππππππππππ - AI-powered surveys increase customer engagemen...
Send us a text Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues. Click here to watch the interview on YouTube! ππππππππππ - How to harness product usage data to identify and act on upsell opportunities - Strategies to elevate your Q...