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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
108 episodes
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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32:34
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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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31:42
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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26:04
Increase Renewal Probability by 30% with Customer Health Scores!
How can improving customer health scores increase renewal probability by 30%? This is crucial for business executives as it directly impacts customer retention, revenue growth, and the ability to forecast churn. Understanding and leveraging hea...
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Season 4
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Episode 16
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28:20
Reduce Churn by 15% with This Simple Approach!
Dillon Young, founder and CEO of Lifetime Value Media, shares his secrets on how he turned around a company's retention rate from 83% to an astounding 98% in just one quarter!Click here to watc...
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Season 4
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Episode 15
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28:47
Transforming Careers From Zero Experience to Successful CSM
Unlock the secrets to successful career transitions into Customer Success! In this episode of the CSM Practice podcast, we explore how individuals with no prior experience can thrive as Customer Success Managers (CSMs). Discover actionable insi...
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Season 4
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Episode 14
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19:41
Tips and Tricks for Reducing Customer Churn
Ever wondered how top companies tackle churn?Discover how Varda Tirosh, Chief Customer Officer at Optimove, implemented a unique churn management framework that has revolutionized customer retention. Click
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Season 4
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Episode 13
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30:23
IMPROVE Customer Surveys and INCREASE Survey Response Rates
In this interview, Dannah Vaughan, Director of Customer Success at Apty, shares with us her strategies in increasing survey response rates. She implemented innovative techniques that not only QUADRUPLED response rates, but also enhanced custome...
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Season 4
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Episode 12
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24:43
How Alex Turkovic Built a Digital Customer Success Team
How can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at Flexera (formerly known as Snow Software), answers all of your questions about digital customer success i...
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Season 4
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Episode 11
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28:35
Scaling CS: Boost Your Net Retention Rate from 100% to 120%
How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving i...
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Season 4
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Episode 10
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15:53
How to Become a Value-Driven CSM
Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively.<...
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Season 4
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Episode 9
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34:11
Why You Need to Implement a Customer Champion Program!!
Have you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch...
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Season 4
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Episode 8
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18:39
Achieving 120% NRR with the OGSMT Framework
Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer ...
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Season 4
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Episode 7
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34:17
Elevating Net Retention Rate with Capability Adoption Scores
How can telemetry data and capability adoption scores drive higher net retention?Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash h...
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Season 4
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Episode 6
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33:21
Strategic Insights into the CSM Pooled Model
How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is cruc...
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Season 4
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Episode 5
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32:31
TAM vs CSM: Navigating Customer Success Roles
Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer r...
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Season 4
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Episode 4
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29:31
Should we merge CS and Support roles?
Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can rev...
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Season 4
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Episode 3
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26:32
Why the KORE Score Framework will Retire the Net Promoter Score
Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organiza...
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Season 4
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Episode 2
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30:41
Monetizing Customer Success - A Masterclass in CS Revenue Generation
Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, an...
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Season 4
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Episode 1
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31:27
Take Your CS Operations Team to the Next Level
What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in sc...
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Season 3
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Episode 31
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25:48
If You Don't Have a Customer Advisory Board Yet...Listen to this!
How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these b...
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Season 3
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Episode 30
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28:31
Career Change - From Tech Support to CS
Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape?This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, a...
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Season 3
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Episode 29
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26:07
What You Don't Know About Customer Success Career Paths - Deltek Does!
Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Ch...
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Season 3
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Episode 28
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24:46
Gen AI in Action: Boosting Customer Support and Success Strategies
Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams...
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Season 3
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Episode 27
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29:29
How Do I Deal With Challenging Customers as a CSM?
How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios!HIGHLIGHTS
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Season 3
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Episode 26
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28:21