CSM Practice

𝐖𝐞𝐥𝐜𝐨𝐦𝐞 𝐭𝐨 𝐭𝐡𝐢𝐬 𝐰𝐞𝐞𝐤'𝐬 𝐩𝐨𝐥𝐥! Implementing your software successfully for a client can be challenging, and we all face different obstacles. Some common issues include: 🤝 Managing client expectations - Ensuring clients have a clear understanding of what the software can and cannot do.  🚀 Ensuring user adoption - Getting clients to fully utilize and use the new system. 🔗 System & data integration - Merging the new software with existing systems and ensuring automated data transfer. 💬Customer engagement - Keeping clients engaged and committed throughout the implementation process. What do you find to be the toughest part of implementing your software successfully? Vote below or add your opinion in the comments below Irit Eizips

Missed out on the CSM Pooled Model episode? Listen to the audio version! 🎤 Jeff Kinne, Head of Customer Success and CX Operations at Celigo, dives deep into the benefits and strategies of implementing a CSM pooled model. Discover how this approach can drastically enhance your team's scalability and operational efficiency. In this episode, you'll learn: ✨ How a pooled model optimizes team resources for better customer engagement. ✨ Real-world applications and transformative strategies Jeff has successfully used at Celigo. ✨ Methods to improve both high-touch and tech-touch customer interactions effectively. ➡️ Don't miss out on these expert insights that could redefine your customer success operations. Listen to the interview by clicking the link in the comments below! #CustomerSuccess #CSMPractice #Leadership #BusinessStrategy #Podcast Irit Eizips

"Sales hands off customers too quickly without proper introductions." "Customer Success is too slow in responding to urgent customer needs." These quotes highlight the common misunderstandings between customer success and sales teams. Poor teamwork can lead to broken promises, unhappy customers, and increased churn. This means lost revenue, a damaged reputation, and stunted growth. Ensure your teams work together to meet customer needs and drive success. Don't let this happen to you! Beth Fulton, VP of Global Customer Success at Immuta, discusses how to bridge these gaps with effective cross-functional collaboration on this episode of the CSM Practice Podcast, offering practical tips to improve teamwork and drive success! Key Highlights: - Uncover the secrets to aligning sales and customer success teams for seamless handoffs. - Explore how to implement a holistic customer journey approach for better engagement. - Learn about the role of executive sponsorship in driving customer success transformation. Don’t miss out on an opportunity to improve your team! Link in the comments🎥 #CustomerSuccess #CrossFunctionalCollaboration #CSOptimization #RevenueGrowth Irit Eizips

💡 𝐖𝐞𝐥𝐜𝐨𝐦𝐞 𝐭𝐨 𝐭𝐡𝐢𝐬 𝐰𝐞𝐞𝐤'𝐬 𝐩𝐨𝐥𝐥! Enterprise Business Reviews (EBRs), often referred to as Quarterly Business Reviews (QBRs), are essential for showcasing the value of your services, strengthening client relationships, and identifying upsell and cross-sell opportunities. Here’s what you can achieve with a well-executed EBR: - Highlight the tangible benefits your services bring to your clients. - Clients are more likely to stay when they see the positive impact of your services. - Emphasizing your value opens doors for additional sales. Who Typically Attends? - Customer Success Managers (CSMs) - Account Managers - Product Specialists - Executive Leadership - Other team members From the customer side: - Key Stakeholders - Decision Makers - User Champions - Ownership of the EBR Process Being the owner of the EBR process means having the responsibility to: - Coordinate and schedule the meetings. - Prepare the agenda and necessary documentation. - Ensure discussions focus on value delivery and client goals. - Follow up on action items and track progress. Who typically owns the Enterprise Business Review meeting/process in your organization? Share your thoughts and experiences! Irit Eizips

New CSM Practice Podcast Episode: TAM vs. CSM 🎙️ Do we need both Technical Account Managers (TAMs) and Customer Success Managers (CSMs)? Learn to master account management, tackle challenges, and build strong customer relationships for lasting success. Key Highlights: 1️⃣ Explore the roles of TAMs & CSMs for smooth account management. 2️⃣ Tips for merging technical and customer-focused tasks seamlessly. 3️⃣ Expert strategies to enhance customer relationships and boost success. Special Guest: Sol Refael - An experienced Technical Customer Success and Project Manager with over a decade of industry expertise! 🚀 Ready to elevate your Customer Success strategy? Find the link in the comments! 🌐👇 #CustomerSuccess #AccountManagement #TAMvsCSM #CSMPracticePodcast Irit Eizips

How can you boost your company’s retention rate in an easy way? We have the answer! In the latest CSM Practice podcast episode, Irit Eizips sits down with Sharon Shafran, VP of Customer Success and Operations at Emerson, to uncover the transformative power of renewals automation. Here’s what you’ll learn: - Emerson's innovative approach to data quality and integration that ensured a seamless transition to automation. - How Sharon navigated change management to gain leadership buy-in and drive successful implementation. - The unexpected benefits of automating renewals, including empowering partners to take on more responsibility and freeing up internal resources for strategic initiatives. Check out the link in the comments! ✨ #CustomerSuccess #RenewalsAutomation #RetentionRate #RevenueGrowth #CSMPractice #Innovation

THANK YOU for being part of our journey - having you in it, made all the difference in the world 💖

𝐖𝐡𝐚𝐭 𝐢𝐬 𝐚 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐇𝐞𝐚𝐥𝐭𝐡 𝐒𝐜𝐨𝐫𝐞? ✔️ A predictive indicator of customer retention and potential for upsell. ✔️ A tool to prioritize customer success efforts based on individual customer needs. ✔️ A strategic metric to prioritize and tailor customer success initiatives? Ideally, your Customer Health Score should be highly reliable However, achieving this reliability can be challenging: ❌ Missing information can skew results. ❌ Using different criteria inconsistently can lead to unreliable scores. ❌ Neglecting to update the score regularly, may lead to inaccurate results. W̲h̲y̲ ̲i̲s̲ ̲t̲h̲i̲s̲ ̲i̲m̲p̲o̲r̲t̲a̲n̲t̲?̲ If not managed properly, an unreliable health score could lead to: - Missed Opportunities - Customer Dissatisfaction - Churn (or, worse, negative reviews!) So, how big of an issue is this for most of us?! Let's find out! Vote in today’s poll and let us know how reliable your customer health score is ⬇️ #CustomerSuccess #Healthscore #Churn #RiskManagement #CustomerSuccessManagement Irit Eizips

New Episode on the CSM Practice Podcast: Merging CS & Support Roles🎬 Is traditional Customer Support evolving? Join Irit Eizips and Krishna Raj Raja, Founder and CEO of SupportLogic, as they unveil how the convergence of customer support and success roles can propel companies into a new era of innovation: - Explore AI’s role in transforming customer interactions and operational agility. - Cultivate loyalty with bespoke customer journeys that boost retention. - Harness analytics to refine and elevate customer success tactics for impactful growth. Step into the future of customer success! 💡 Find the link in comments. #CustomerSuccess #AI #Innovation #TechLeaders

What does the future of CS look like?? In this episode of the CSM Practice Podcast, Irit Eizips sits down with You Mon Tsang, CEO of ChurnZero, for an engaging conversation about the evolution and future of Customer Success! 🎧 Highlights you won't want to miss: - You Mon shares his experience transitioning from a marketing role to founding ChurnZero and how this shift has shaped his perspective on customer success. - Discover the pivotal moment in 2015 that led to the creation of ChurnZero, and how it has revolutionized the customer success landscape. - Get insider insights into the specific challenges and solutions for implementing customer success strategies in mid-market and enterprise companies. 📺 Check out the link in the comments below! #CustomerSuccess #FutureOfCS #CEOInsights #CSMetrics #ChurnZero