How to Scale Customer Services After a MERGER and ACQUISITION

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

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Additional Resources:

⏬ Download Infographic: The Ultimate Merger and Acquisition Playbook for Customer Success
https://bit.ly/3T3WKnM

🎥 Video: M&A Playbook Infographic Explained
https://youtube.com/shorts/Uv60KszXrPU

🎥 Watch: What To Do When MERGERS and ACQUISITIONS Take Place
https://youtu.be/RcM9FPVmgNs

🎥 Watch: MERGERS and ACQUISITIONS | Customer Success
https://youtu.be/QxynGJxFRsk

🎥 Watch: MERGERS and ACQUISITIONS Playbook for Customer Success
https://youtu.be/q89eTMmdljw

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Chapters

• 0:00 Intro
• 2:47 Introduction
• 4:00 Start of Program
• 5:03 Re-structuring service organization
• 10:44 Business Impact
• 14:50 Scaling Process
• 16:50 Centralizing Teams
• 22:12 Recommendations
• 25:55 Additional Tips