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CSM Practice - The Customer Success Podcast
Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
Episodes
130 episodes
Building a Customer Success Team from Scratch!
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 bes...
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Season 5
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Episode 15
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39:13
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Why Giving Renewals to CSMs Works (and How It Can for You Too)
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...
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Season 5
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Episode 14
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33:17
From Metrics to Meaning: How Data Stories Save Accounts
Are your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts!In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how...
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Season 5
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Episode 13
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30:42
Lessons from a Customer Success Professional for Higher CSAT
What’s 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 sha...
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Season 5
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Episode 12
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26:00
Building Success Plans Your Customers Can’t Live Without
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 ba...
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Season 5
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Episode 11
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36:54
Handwritten Notes: A Simple Way to Make Customers Feel Valued
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 person...
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Season 5
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Episode 10
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20:49
From Cost Center to Profit Center - Transforming CS Teams
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 epis...
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Season 5
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Episode 9
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31:34
Scaling Success: SAP's 7 Dimensions of Customer Success Framework
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 Fram...
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Season 5
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Episode 8
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30:07
Why you should use AI to explain customer HealthScores
Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 year...
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Season 5
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Episode 7
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30:02
Digital Customer Success - A New Era of Engagement
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 imp...
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Season 5
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Episode 6
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38:49
How to Prove Value to Customers
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 fro...
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Season 5
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Episode 5
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34:23
The Role of Portfolio Customer Success Managers
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 dy...
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Season 5
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Episode 4
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27:14
Cutting Churn with QBRs and Renewals: A Small Team’s Big Win
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 p...
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Season 5
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Episode 3
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30:59
AI Is Changing Customer Success Forever
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 o...
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Season 5
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Episode 2
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32:45
Uplevel Your QBRs to Double Your Upsell Revenue
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 ...
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Season 5
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Episode 1
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36:44
Transform Customer Onboarding with These Practical Steps
Do your customers keep getting stuck in onboarding purgatory?After this session with Kristi Faltorusso, you will learn the key steps that will transform your onboarding experience. Whether you're struggling with long onboarding times or...
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Season 4
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Episode 26
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32:15
Implementing the “Experts Success” Strategy - Upsells & Retention
How can companies support and grow their small customers (SMBs) with limited resources?Discover how Maple’s innovative platform helps companies support their small customers (SMBs) without breaking the bank. In this episode, Irit and gu...
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Season 4
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Episode 25
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27:28
Data-Driven Initiatives to Lowering Churn
Is it possible to save every account?While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce...
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Season 4
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Episode 24
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23:43
Achieving a Net Positive Score with Google Forms
Did you know that you can boost your net retention rate using just a Google Form?In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful st...
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Season 4
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Episode 23
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19:54
Secrets to Smooth Renewals and Driving Upsell Opportunities
"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape." Chris Dishman, Sr. Vice President of Global CS at Totango,...
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Season 4
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Episode 22
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32:27
Why Every CEO Needs to Understand Customer Success!
In this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of customer success and business growth. Learn how the Entrepreneurial Operating System (EOS) can be a game-...
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Season 4
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Episode 21
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26:23
Optimizing Cross-Functional Customer Success Processes
Beth Fulton shows us how to optimize CS processes through cross-functional collaboration LIKE A BOSS! Learn the insider tips and tricks that can transform your team's efficiency and drive unprecedented growth in your customer success strategy.<...
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Season 4
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Episode 20
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26:47
Renewal Automation Leads to 15-Point Improvement in Retention Rate
Can renewal automation transform your customer success strategy and drive significant revenue growth? The answer is YES! In this insightful conversation with Sharon Shafran, VP of Customer Success and Operations at Emerson, we explore the journ...
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Season 4
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Episode 19
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34:00
Future of Customer Success: CEO Perspective on Metrics and Investments
Do you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this crazy question from a CEO's perspective. Join Irit as she chats with You Mon Tsang, CEO of ChurnZero, abou...
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Season 4
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Episode 18
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33:08
Boosting CSM Efficiency Through Centralized Data Management
Centralizing customer data drastically improves CSM efficiency and trust in data. Matt Kaplon, Director of Customer Success at Indeed, shares practical strategies for reducing time spent on data retrieval, enhancing customer interactions, and d...
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Season 4
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Episode 17
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27:29