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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
118 episodes
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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29:34
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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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31:19
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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35:18
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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30:49
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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26:02
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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22:08
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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18:19
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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31:01
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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24:58
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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25:21
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
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