CSM Practice - The Customer Success Podcast

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 with a customer's executive team, are instrumental in synchronizing business visions and objectives.Irit and Meenal provide a thorough guide on preparing, conducting, and following up on EBRs, offering invaluable insights for Customer Success Managers (CSMs) and team leaders seeking actionable advice. Meenal, leveraging her extensive experience in both presenting and attending EBRs, imparts wisdom on key components of an impactful EBR session.Key topics include:Optimal EBR frequency based on customer profilesDistinctive attributes of EBRs versus QBRsSpecific success indicators and metrics for EBRsThe role of online questionnaires in EBR prepAligning internal stakeholders on agenda and timelineA comprehensive breakdown of successful EBR meeting elementsThe accountability of Customer Success team leaders in EBRsFor an in-depth exploration of EBR best practices and more expert insights from Irit and Meenal, tune into this enlightening episode.Watch the full episode here: https://youtu.be/S9VJ4VE8MIw◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources⏬ Infographic: Executive Business Reviews: Essential Dos and Don’tshttps://www.csmpractice.com/executive-business-review-infographic-dos-and-donts⏬ Infographics: The Difference between QBR and EBRhttps://www.csmpractice.com/qbr-vs-ebr-infographic🎥 Video: The Difference Between QBR and EBRhttps://youtu.be/GtSGejh1RUQ🎥 Video: How to Develop a QUARTERLY BUSINESS REVIEW (QBR)https://youtu.be/3vn-5j2phrE🎥 Video: How to Capture BUSINESS OUTCOMES During a QBRhttps://youtu.be/i2GH_GKp7pQ⏬ Infographics: The Essential Guide to Quarterly Business Reviewshttps://www.csmpractice.com/infographics/qbr◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 include:ECI’s approach to integrating diverse teams and systems.The introduction of Customer Experience Specialist roles.The impact of these changes on service efficiency and Customer Satisfaction.Leveraging automation for scalable operations.David’s expert advice for successful M&A management.Join this insightful discussion, a must-listen for SaaS executives and leaders seeking practical strategies for M&A success through the lens of Customer Success.🔗 Watch the full episode: https://youtu.be/Vhgsjh9FSUs◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources⏬ Download Infographic: The Ultimate Merger and Acquisition Playbook for Customer Successhttps://www.csmpractice.com/merger-acquisition-infographic🎥 Video: M&A Playbook Infographic Explainedhttps://youtube.com/shorts/Uv60KszXrPU🎥 Watch: What To Do When MERGERS and ACQUISITIONS Take Placehttps://youtu.be/RcM9FPVmgNs🎥 Watch: MERGERS and ACQUISITIONS | Customer Successhttps://youtu.be/QxynGJxFRsk🎥 Watch: MERGERS and ACQUISITIONS Playbook for Customer Successhttps://youtu.be/q89eTMmdljw◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 partner workload.Importance of customized KPIs and targeted training for robust partner networks.Innovative approaches to renewals, churn management, and industry-specific challenges.Integration of carbon credits tracking in partnership models.Benefits:Gain practical recommendations for software, hardware, or service sectors.Learn actionable insights for excelling in partner relationships.Discover strategies to thrive in the competitive tech landscape.Elevate your approach to Partner Success and gain a competitive edge by tuning into this engaging conversation. Experience the blend of Irit Eizips' hosting prowess and Scott Frew's wealth of experience to transform your partnership strategies.🔗 Watch the full episode here: https://youtu.be/w-Rh6wJYdYQ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources⏬ Download the Partner Success Market Research Results Report: https://www.csmpractice.com/partner-success-stats🎥 Video: Creating a Global-wide Partner Success Programhttps://youtu.be/z3B2Z0o8Htw🎥 Video: How to Establish a Partner Success Programhttps://youtu.be/V-0pz66DyDw🎥 Video: What is PARTNER SUCCESS?https://youtu.be/Q0JVmDUkBOQ🎥 Video: Dreamforce 2017 Partner Success Breakout Session Introhttps://youtu.be/nx8SJjeRe0M◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 boost renewals and increase customer wallet-share, providing your company with the tools to thrive and scale effectively. Andrew provides an insider's view on the challenges faced and how these hurdles were masterfully overcome during the program's implementation.In this episode, gain insights on:Effective strategies for initiating and expanding a Partner Success program.Navigating the complexities of data sharing to strengthen partner collaborations.A detailed look at Cisco's Partner Success Portal and the Lifecycle Advantage Program.Deciphering the metrics and KPIs that define the success of these programs.Smart management of shared customer data for mutual success.For SaaS leaders seeking to enhance partner relations and drive substantial growth in their companies, this episode is a treasure trove of practical solutions and innovative strategies. It offers a pathway to mastering Partner Success, presenting transformative insights for your business.Discover these transformative insights in the full video: https://youtu.be/z3B2Z0o8Htw◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: How to establish a Partner Success Programhttps://youtu.be/V-0pz66DyDw🎥 Video: What is PARTNER SUCCESS?https://youtu.be/Q0JVmDUkBOQ🎥 Video: Dreamforce 2017 Partner Success Breakout Session Introhttps://youtu.be/nx8SJjeRe0M🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATAhttps://youtu.be/QNUtwWoybAk🎥 Video: Designing a Customer Lifecycle Map and its Impacthttps://youtu.be/NTzQMmfkZDs⏬ Download: Industry Benchmark Report: Partner Success Market Research Resultshttps://www.csmpractice.com/partner-success-stats⏬ Download: Technology Stack for Customer Success◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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, Cisco initiated its partner success program over 8 years ago and went on to win multiple US•CXA awards in 2022 alone. Establishing the Partner Success practice played a pivotal role in boosting renewals and upsell revenues.Over the years, Cisco expanded its Partner Success practice globally, achieving remarkable success. While Cisco is a massive organization, the strategic framework shared by Andrew is also applicable to organizations of any size. As Andrew puts it, "If Cisco can do it…" any less complex organization should be able to as well.Tune in for this enlightening discussion where we cover various aspects of Partner Success:The fundamental building blocks of a Partner Success programInitial steps and essential due diligenceCollaborating and sharing customer data with partnersThe role of a Partner Success ManagerThe significance of a Partner portalLeveraging customer contact information and campaignsInsights into Cisco's 'Lifecycle Advantage' programThe journey of taking the Partner Success practice globalMeasuring success with Partner Success metrics and KPIsThe importance of educating partnersThe impact of Partner Success on Cisco's business and the tangible results achievedDon't miss this in-depth exploration of Partner Success. Whether you're part of a large corporation or a smaller organization, the lessons shared here can apply to your journey towards success. Listen now to gain valuable insights and strategies for enhancing your Partner Success efforts.Watch the video to find out more! https://youtu.be/V-0pz66DyDw◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: What is PARTNER SUCCESS?https://youtu.be/Q0JVmDUkBOQ🎥 Video: Dreamforce 2017 Partner Success Breakout Session Introhttps://youtu.be/nx8SJjeRe0M🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATAhttps://youtu.be/QNUtwWoybAk🎥 Video: Designing a Customer Lifecy◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice for companies looking to embark on their digital transformation journey.Tune in for a deep dive into the following topics:Introduction to Siemens Software and its customer baseThe creation of a customer success program tailored for diverse customer groupsThe transformative impact of the customer success program on the companyNavigating the path from on-premise to SaaSInitial steps in the digital transformation processShifting towards a customer-centric business modelCustomer reactions to the digital transformationCrafting a customer journey to gauge account healthStrategies for accelerating the onboarding processTraining approaches for Customer Success Managers from varied backgroundsExpert recommendations for companies undertaking the transition to SaaSDon't miss this engaging episode, offering a comprehensive understanding of the journey from traditional software to the SaaS paradigm, complete with real-world insights and actionable advice.Watch the video to find out more! https://youtu.be/ZSNqGLaGUHw◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: Top 10 CSM Skills Hiring Managers Look Forhttps://youtu.be/-ZMwCxPKrrk⏬ Download Infographics: The 10 Skills of Highly Effective CSMshttps://www.csmpractice.com/job-skills-infographicBooks mentioned in the video:📕 Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, 1st Edition by Nick Mehta https://amzn.to/3VgrCkD📕 Digital Hesitation: Why B2B Companies Aren't Reaching Their Full Digital Transformation Potential by Thomas Lah and J.B. Wood https://amzn.to/3tMNKal 📕 Reimagine Customer Success: Designing Organizations Around Customer Valueby ◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 relationship management, which he presents through his Customer Relation Matrix.In this insightful conversation with Irit Eizips, Mohammed explores how his Customer Relation Matrix, along with his Communication and Outcome Matrix, can address various challenges in customer relationship management. With over 17 years of experience in his field, Mohammed shares the methodologies, matrices, and frameworks he has developed throughout his career.Tune in to gain invaluable insights into:Customer Success in JordanThe pivotal role of language in customer successTailor-made frameworks for managing customer relationshipsThe unique contributions of the customer relation frameworkThe Customer Engagement Governance FrameworkIdentifying key stakeholders within an organizationStrategies for engaging customers to foster healthy customer relationshipsDon't miss out on this enriching episode, as it promises maximum learning and a deeper understanding of effective customer relationship management.Watch the video to find out more! https://youtu.be/hEsCnVSlbME◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🔗 You may connect with Mohammed via his LinkedIn profile:https://www.linkedin.com/in/mohammedalqaq/⏬ Download Mohammed’s Customer Relationship Matrix here ⏬ https://www.csmpractice.com/customer-relationship-matrix-template◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 retention, and ultimately, larger customer success. The framework that she developed used a step-by-step process that starts from the employee onboarding process and with her 90-day plan, she made sure that employees were well glued to the vision and values of their company. In addition to Claire, Irit shared some insights into her employee retention and onboarding experiences. So, there’s plenty to learn from this interview. ◾️ Challenges in Hiring a remote team◾️ How to judge for cultural fit in remote interviewing.◾️ Onboarding process for the hired team◾️ Onboarding process framework◾️ 90 day plan breakdown◾️ Task assignments after 3 to 4 weeks◾️ Team values and trusting the process is vital for team success.◾️ How to reduce Time to First Value Delivered to only 14 days?◾️ Importance of leading from the front and communicating and supporting the team. ◾️ Recommendations for team building.Watch the video to find out more! https://youtu.be/hEsCnVSlbME◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: The SECRETs to onboarding NEW Customer Success Managers!https://youtu.be/W04_1HIguF0🎥 Video: Proving the VALUE of Your CUSTOMER SUCCESS Team       https://bit.ly/3tIj4HF🎥 Video: 2021 HIGH PERFORMING Customer Success Teams      https://bit.ly/3Hzmsdz📑 Blog: 10 Traits of High Performing Customer Success Teams      https://bit.ly/3bk3VGt📑 Blog:Productivity Tips For Customer Success Teams – PART 1      https://bit.ly/3PSLwAi📑 Blog: Productivity Tips For Customer Success Teams – PART 2      https://bit.ly/3z42y8l⏬ Download infographics: Four Key CSM Role Profiles you want to hire for!https://www.csmpractice.com/csm-profiles-infog◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 journey from Account Management to Customer Management.Discover how Samuel navigated the realm of Customer Management with minimal prior customer interaction experience in his enlightening conversation with host Irit Eizips.Throughout this engaging discussion, Samuel sheds light on various essential topics:Samuel's personal journey into the Customer Success field.The distinction between Customer Success and Account Management.Tips for becoming a successful Customer Success Manager.Samuel's initial experience as a Customer Success Manager in a pooled model.The secret to achieving outstanding results in the LATAM region.Strategies for effectively managing a vast customer base as a CSM.Prioritizing customers based on their unique needs.Balancing high-priority accounts with others.Navigating customer relationships during the pandemic.Defining success in the challenging LATAM market.Innovative digital campaigns to engage and retain customersJoin us as we explore the art and science of Customer Management with Samuel Bringas, and learn how you can excel as a Customer Success Manager in today's dynamic business landscape. Stay tuned for insights, strategies, and success stories in the world of customer-centricity!Watch the full video on YouTube: https://youtu.be/G5QTVxI9bf0◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: How to achieve success with existing customers?https://youtu.be/cZ65vblnKeY🎥 Video:  KNOW WHY CUSTOMER VALUE MANAGEMENT IS IMPORTANThttps://youtu.be/u8AqzomEmrY🎥 Video: Surprising Facts about Working With Companies in Latin Americahttps://youtu.be/mM0Xt_B3POw📑 Blog: Proactive Data-Driven Customer Success Engagementhttps://www.csmpractice.com/building-a-proactive-data-driven-customer-success-engagement/📑 Blog: Tips to B◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 insights into achieving this prestigious recognition.Join us as she delves into the story behind Gurprem's success and the challenges he faced along the way. The conversation covers a range of topics, including:The role of Gurprem's family background in shaping his career as a CSM.Cultivating an award-winning mindset in the field of Customer Success.The art of negotiation in customer success management.Going above and beyond the call of duty with award-winning initiatives:Initiatives benefiting the internal team.Initiatives aimed at enhancing the customer experience.Initiatives that contribute to the wider Customer Success Community.Real-life use cases and customer success stories that inspire.The importance of actively participating in and contributing to the Customer Success community.Practical recommendations for newcomers to the world of Customer Success Management.Tune in to gain valuable insights from an award-winning CSM, Gurprem Sagoo, and discover the path to excellence in the field of Customer Success.Tune in to gain valuable insights from an award-winning CSM, Gurprem Sagoo, and discover the path to excellence in the field of Customer Success.Watch the full video on YouTube: https://youtu.be/W_jYST0Re0k◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources📑 Blog: Mitigating churn by integrating Planhat with Salesforcehttps://www.planhat.com/customers/mitigating-churn-by-integrating-planhat-with-salesforce/⏬  Infographic: 2022 Global Customer Success Manager Salary Trends https://www.csmpractice.com/customer-success-manager-salary-trends-infographic⏬  Download Infographic: Four Key CSM Role Profiles you want to hire for!https://www.csmpractice.com/csm-profiles-infographic🎥 Video: 2021 HIGH PERFORMING Customer Success Teams◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 victoryCareer insights, from highs to lows, that shaped her pathThe key factors that led to her prestigious awardFrom CS newcomer to triumphing in the Rising Star category at the EMEA CS Excellence Awards, Melisaan Foster has a wealth of wisdom to impart. Just two years ago, she was navigating uncharted CS territory; now, she's an award-winning trailblazer.Tune in for a dynamic conversation that offers a glimpse into the extraordinary journey of this true winner — a journey from ground zero to hero. Her story proves that if she can achieve it, you can too!In this episode, Melisaan delves into:Transitioning from internal communications to the CS domainPractical steps for establishing a robust customer success programOvercoming initial challenges during the crucial first 3 monthsNavigating team growth throughout the transition and roadmap implementationCompany milestones achieved during Melisaan’s impactful 18-month tenureStrategies for refreshing and enhancing customer journeys continuouslyAHA Moments that revolutionized her decision-making prowessFeedback and transformative customer impact following new model implementationUnveiling her effective Tech Stack and the journey of its discoveryCrafting a tailor-made VoC (Voice of Customer) and community systemValuable recommendations for success metrics that resonate with the audienceJoin us on this insightful podcast episode to learn, be inspired, and adopt winning strategies from Melisaan Foster's incredible journey. Your journey from aspiration to achievement starts here.◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Watch: Proving the VALUE of Your CUSTOMER SUCCESS Teamhttps://youtu.be/tOSHWZOUzZk🎥 Watch: 2021 HIGH PERFORMING Customer Success Teamshttps://youtu.be/_bGy3xE7mXY🎥 Watch: How should you build a customer COMMUNITYhttps://bit.ly/3HJ0jcV🎥 Watch: CS Ladies – An Online Community For Women by Womenhttps://bit.ly/3yPvf7s🎥 Video: B◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 conversation with Irit Eizips, we're joined by Marc Troyan, the Director of Customer Success Research at TSIA. Together, we dissect the intricacies that set EBR and QBR apart, unraveling their true essence.Join us as Marc shares his insights, unveiling the distinct differences between EBR and QBR, while also outlining the pivotal operational metrics that warrant attention for both. This dialogue promises to provide listeners with a profound understanding of the profound impact and utility that both EBR and QBR bring to the table.Marc's expertise shines further as he imparts valuable guidance on optimizing both EBR and QBR to achieve unparalleled customer success. When executed effectively, these reviews have the power to become pivotal drivers of growth and development for any business.EBR vs. QBR distinctions under various aspects.Essential operational metrics for QBRs and EBRs: ➼ Emphasis on lagging over tactical indicators ➼ Implementing Customer Success Journey Maps with Success Plans ➼ Addressing mistakes via discussions and task prioritization.Delivering value in QBR and EBR.Executive Alignment for larger clientele.Recommend: Forge executive-level relationships, gain direct feedback.EBR structuring: ➼ Avoiding free-form due to sustainability concerns ➼ Clear agenda, customer value, and objectives for EBRs.Annual EBRs; QBRs as feedback loops with priority on feedback.Tune in now for a masterclass in harnessing the potential of EBR and QBR for your business's advancement.◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources⏬ Infographics: The Difference between QBR and EBRhttps://www.csmpractice.com/qbr-vs-ebr-infographic⏬ Infographics: The Essential Guide to Quarterly Business Reviewshttps://www.csmpractice.com/infographics/qbr📑 Blog: The Essential Guide to Quarterly Business Reviewshttps://www.csmpractice.com/infographics/qbr📑 Blog: Turning Executive Business Reviews From Good To Great◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources📑 Blog: 3 Ethical Dilemmas in Customerhttps://www.tsia.com/blog/3-ethical-dilemmas-in-customer-success📑 Blog: Importance of Customer Communication for Customer Successhttps://www.csmpractice.com/customer-communication-for-customer-success📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?https://www.csmpractice.com/who-should-own-the-renewals-and-upsells-sales-or-customer-success/🎥 Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Managerhttps://youtu.be/JiNO5V_35Z8🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?https://youtu.be/18xNjmyA6Q0◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

Join us for an enlightening podcast discussion as we explore the path to achieving superior customer success through product-centricity. Are you wondering how to align customer success with your products and create a customer-driven, customer-oriented, and customer-focused approach? Can customer centricity truly be accomplished without causing disruption for your development and sales teams?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 success with the product lifecycle.During the discussion, we'll explore the following key topics:A brief introduction to the framework - Optimizing product roadmap lifecycle with Customer Success.The driving force behind Alex Farmer's creation of a customer-centric product roadmap.Identifying and overcoming roadblocks and challenges in implementing this innovative framework.Strategies for removing friction in the customer journey to enhance overall success.Understanding the rationale behind giving 50% share to Quarterly Roadmap Prioritization.The significance of Monthly Enhancements Request Review and why all bugs aren't treated equally.Step-by-step guidance on how to effectively implement Alex's customer-centric framework, involving engaging the product team, leveraging the arena, and sharing data insights.Don't miss this compelling episode, where we delve into the realm of customer centricity in a product life cycle and seek answers to the most pressing questions from an industry expert. Plus, stay tuned for a critique of the framework on LinkedIn, offering additional insights and perspectives!Watch the full video on YouTube: https://youtu.be/Nk7gwqvsdpA◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources⏬ Download Alex Farmer's Slides: Optimizing Product Roadmap Lifecycle with Customer Successhttps://www.csmpractice.com/product-roadmap-lifecycle🎥 Video: Want to be CUSTOMER-CENTRIC?https://bit.ly/3cmfDk0🎥 Video: How to Be a Customer-Centric Organizationhttp://bitly.ws/cUAA🎥 Video: ROADMAP To Becom◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 the prestigious 2022 CS Excellence Awards for Best Use of Technology, as he takes us through his remarkable journey of upgrading hundreds of unmanned accounts in less than three weeks, single-handedly!During this episode, Yair will delve into the following key points:The urgent challenges he encountered and resolved throughout the process.The transformative impact of leveraging technology across the entire company.The step-by-step process he implemented to upgrade numerous customers without requiring an extensive CSM team.Proven tips for ensuring a high level of digital customer engagement during software version upgrades.The pivotal role played by a customer portal in this initiative, along with a comprehensive tool demonstration showcasing the configuration of the tech stack.If you're eager to learn from an industry expert and optimize your customer technology upgrades, don't miss this enlightening podcast episode with Yair Bortinger!Watch the full video on YouTube: https://youtu.be/4pwj634-qu0◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: How to Ensure Success and Avoid Churns Through USER ADOPTIONhttps://bit.ly/3OpMnqs 🎥 Video: How to Increase Product Adoption with Email Campaignshttps://bit.ly/3nA9Tpp🎥 Video: How to Leverage Usage Data to Improve Product Adoptionhttps://bit.ly/3benOyw🎥 Video: Customer Success SOFTWARE IMPLEMENTATION Best Practiceshttps://bit.ly/3Gc1Vex📑 Blog: How to Implement Customer Success Softwarehttps://bit.ly/3yf9WMk📑 Read: How to get your Customer Success Tech Stack in Orderhttps://bit.ly/3yFqkXX⏬ Download: Technology Stack for Customer Successhttps://www.csmpractice.com/customer-success-software-technology-stack⏬◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 the field.During our conversation with Guy, he delves into several key topics:The significance of building meaningful personal connections and demonstrating empathy to excel as a CSM.The data’s crucial role in substantiating claims and presenting data as factual in the customer success domain.How optimizing customer onboarding, collaborating with the product team, and celebrating customer achievements contributed to being shortlisted as a finalist for the Rising Star CSM award in 2022.In a remarkably short time, he has achieved outstanding success in various areas, including driving customer expansion, aligning perspectives on data, and spearheading initiatives for the CS community, earning him the prestigious runner-up award for Rising Star.Tune in to this episode to gain valuable insights and be inspired by Guy's exceptional journey in the realm of Customer Success Management.Watch the full video on YouTube: https://youtu.be/YuvqG-ZiLWY◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources📑 Blog: Customer Success Career Developmenthttps://bit.ly/3aEeLaf📑 Blog: What is a Customer Success Manager?https://bit.ly/3OnMgLT📑 Blog: The Magic of Cross-Functional Communication in Customer Successhttps://bit.ly/3aCZ82T📑 Blog: Importance of Customer Communication for Customer Successhttps://bit.ly/3AQHJhH🎥 Video:What is a Customer Success Manager?https://bit.ly/3AOhEQt🎥 Video: Customer Success Manager (CSM) CAREER PATHhttps://bit.ly/3uODQGh🎥 Video: CUSTOMER RELATIONSHIP MANAGEMENT: Relationship Scoringhttps://bit.ly/3ASx6Ls🎥 Video: Scoring Customer Relationships using Salesforcehttps://bit.ly/3PdUdUY⏬ Infographic: The 10 Skills of Highly Effective CSMs◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources📑 Blog: The Beginners Guide to Scaling Customer Successhttps://www.csmpractice.com/how-to-scale-your-customer-success-team/🎥 Video:  When and how to set up your CS Operationshttps://bit.ly/3ONLEQa🎥 Watch this video:  Maturity Model for Customer Success https://bit.ly/3Iagctb⏬ Download: Customer Success Operations Maturity Scoring Modelhttps://www.csmpractice.com/cs-ops◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 plan, outlines essential steps and strategies for achieving customer outcomes.Even in a pooled CSM model, a lighter version of the traditional Success Plan can be utilized effectively.Defining key initiatives and measurable success indicators is crucial for specific use cases.CSMs gain valuable feedback from customers by reviewing proposed success plans.Regular reevaluation of the success plan strategic framework is necessary.Leading and lagging indicators are instrumental in assessing the success plan's effectiveness.Success plans empower CSMs to reach their goals and deliver valuable customer services.CS team leaders must communicate goals, strategies, and deadlines strategically to evaluate the efficacy of the success plan process.Join us as we delve into the world of customer success management and learn from Anika Zubair's expertise on developing effective success plans. Discover how these plans can optimize customer satisfaction and drive business growth.🎥 Dive into the full video here:  https://youtu.be/4jZgcAFP9HE◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: SUCCESS PLANS, Tips, and Best Practices for CShttps://bit.ly/3z20P3a🎥 Video: How to Best OPTIMIZE Your CUSTOMER SUCCESS PLANhttps://bit.ly/3PseN3w🎥 Video: How to create SUCCESS PLANS that don't SUCKhttps://bit.ly/3xe7FAf📑 Blog: How to Develop an Effective 90-Day Customer Success Planhttps://bit.ly/3wUFqI2 📑 Blog: Designing a Profitable Customer Success Frameworkhttps://bit.ly/3yke4uA📻 The Customer Success Channel Podcasthttps://open.spotify.com/show/7LMspDJki3OgkxJMlByB8H◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 adoption successes, facilitation techniques, expectations, and potential improvements. One particularly intriguing aspect we touch upon is the crucial relationship between Customer Success Managers (CSMs) and the user adoption plan. Discover the interesting role CSMs play in facilitating customer success and satisfaction.During our interview, Jason covers a wide range of topics related to user adoption:User Adoption Responsibility: We explore who is responsible for adoption and how customers can benefit from the company. We also discuss the desired level of customer control in the adoption process.Factors Affecting Buyer User Adoption Responsibility: We examine the role of vendors in assisting buyers, the impact of implementation costs, and the achievements associated with successful adoption.User Adoption Strategy: Discover effective methods, methodologies, responsibilities, and success criteria for increasing user adoption.Expectations of Implementing User Adoption Strategies: We investigate buyer expectations regarding leveraging software user adoption for business progress and the impact of a well-executed adoption plan on overall business outcomes.User Adoption Analysis: Understand the importance of timing and frequency in analyzing user adoption within a company.Recommended Tools for User Adoption: Explore the benefits of using videos and project plans to drive user adoption and support successful software adoption for buyers.Tune in to this enlightening episode to gain valuable insights into the world of user adoption and its significance in today's business landscape.◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Watch: User Adoption Strategies & Tactical Advice for Customer Success  https://bit.ly/3tPOSuo🎥 Watch: How to Ensure Success and Avoid Churns Through User Adoptionhttps://bit.ly/3OpMnqs🎥 Watch: USER ADOPTION Research Insights | Podcast Overviewhttp://bitly.ws/hwm4🎥 Watch: Overcoming Technology ADOPTION Challengeshttps:/◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter

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 impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process!Join us as Sharon openly shares her innovative CSM onboarding framework and unveils the contributing factors behind her team's remarkable achievements. In this episode, you'll discover:The essential qualities of a successful CSM team: proactivity, predictability, problem-solving orientation, and a focus on customer data.The importance of allowing sufficient time for new CSMs to adjust during the onboarding process.Strategies for making impactful CSM hires, including the need for excellent communication skills and expertise in your product or technology.The significance of adaptability in a team leader, enabling them to stay competitive amidst industry changes.Tune in to gain valuable insights and practical tips from Sharon Zanandrais, and learn how to set your CSM team on the path to unprecedented success. Get ready to unlock the full potential of your customer success initiatives in this enlightening podcast episode!◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️Additional Resources🎥 Video: Proving the VALUE of Your CUSTOMER SUCCESS Team       https://bit.ly/3tIj4HF🎥 Video: 2021 HIGH PERFORMING Customer Success Teams      https://bit.ly/3Hzmsdz📑 Blog: 10 Traits of High Performing Customer Success Teams      https://bit.ly/3bk3VGt📑 Blog:Productivity Tips For Customer Success Teams – PART 1      https://bit.ly/3PSLwAi📑 Blog: Productivity Tips For Customer Success Teams – PART 2      https://bit.ly/3z42y8l⏬  Infographic: 10 Traits of Highly Performing Customer Success Teamshttps://www.csmpractice.com/customer-success-team-performance-infographic⏬  Research results: High Performing Customer Success Teamshttps://www.csmpractice.com/c◾️◽️◾️◽️◾️◽️◾️◽️ 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 Here2. 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 Here3. Connect with Us on LinkedIn for Growth — Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn ◾️◽️◾️◽️◾️◽️◾️◽️ 📌 Visit our Website - CSM Practice📌 Sign up for our Newsletter