Join Irit Eizips, your go-to customer success strategist, in an exhilarating conversation with Phil Hobden, a trailblazer in the realm of customer success. Phil, a finalist for the Customer Success Excellence Awards, unveils his groundbreaking strategies that transformed Capitalize.com. Discover how Phil's innovative strategies reduced churn from 15% to a mere 5% and skyrocketed user adoption by an impressive 85% and learn how Phil's agile response reshaped remote customer...

Explore the intricacies of customer feedback in this insightful podcast episode, where Irit Eizips engages with Steve Bernstein, a customer feedback expert from Waypoint Group. Delve into their discussion on effective strategies for collecting and leveraging customer insights to foster business growth. In this episode: Strategies for identifying key stakeholders in the feedback process.Techniques to increase survey response rates significantly.The importance of a customer-centric approach in...

Join Irit Eizips in a captivating conversation with Amanda Schmidt, Senior Vice President of Customer Success at PandaDoc. Discover the impactful role of AI in enhancing customer communication, and how PandaDoc's integration of AI tools like Ox led to a 40-point increase in their NPS score within a year. In this episode, you'll gain insights on: PandaDoc's AI-Driven Customer Success: How AI tools like Ox revolutionized their approach.Creating a Customer-Centric Team: Strategies for fostering...

Join Irit Eizips, a renowned Customer Success expert, as she welcomes Meenal Shukla, Director of Customer Success at Gainsight, to her podcast. This episode delves into the pivotal role of Executive Business Reviews (EBRs) in strategic business meetings, transcending the scope of typical Quarterly Business Reviews (QBRs). EBRs, as annual gatherings with a customer's executive team, are instrumental in synchronizing business visions and objectives. Irit and Meenal provide a thorough guide on...

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...

Join Irit Eizips in an insightful conversation on Partner Success with Scott Frew, CEO/Founder of iasset.com and a recognized expert in channel management. This episode is essential for tech executives seeking to enhance their partnership strategies with industry-leading insights. Key Topics Discussed: Data synchronization and strategies to reduce partner workload.Importance of customized KPIs and targeted training for robust partner networks.Innovative approaches to renewals, churn...

Explore the power of Partner Success programs with Andrew Carothers from Cisco Systems in our captivating podcast episode. Unearth how Cisco's globally renowned Partner Success program has revolutionized customer engagement and renewals, and learn how it could transform your business approach. Discover how Partner Success programs can significantly boost renewals and increase customer wallet-share, providing your company with the tools to thrive and scale effectively. Andrew provides an...

There is little content out there on Partner Success. Perhaps because there are so few customer success teams who have already established a Partner Success practice. In this episode, we have invited Andrew Carothers to unravel the story of how Cisco built their award-winning global Partner Success Program, phase by phase. According to Andrew, Cisco initiated its partner success program over 8 years ago and went on to win multiple US•CXA awards in 2022 alone. Establishing the Partner Success...

In this enlightening discussion, Irit Eizips engages in a conversation with Franziska Fleischer, a visionary leader who spearheaded the transformation of Siemens from on-premise to cloud-based SaaS solutions. Franziska shares the intricate details of her groundbreaking program, shedding light on the challenges and roadblocks she encountered while ensuring a seamless transition from on-premise systems to SaaS. Additionally, she imparts invaluable resources and practical advice for companies...

While we often prioritize products and services, the true key to customer success lies in establishing trust through meaningful customer relationships. Join us as we sit down with Mohammed Alqaq, a seasoned Customer Success Manager at Crucial Solutions & Services (CSS). Mohammed has crafted a unique framework to ensure effective customer relationship management, which he presents through his Customer Relation Matrix. In this insightful conversation with Irit Eizips, Mohammed explores...

Would you like to know what it took to build an award-winning team from scratch? In this interview, Claire O’regan, Director of Customer Success at Juro, shares the success strategies in constructing a dynamic award winning team. Claire was successful in developing an award winning team building framework that would ensure greater employee retention, and ultimately, larger customer success. The framework that she developed used a step-by-step process that starts from the employee...

In this episode, we delve into the artistry of Customer Management, a skill that cannot be learned in any university but is acquired through years of experience and exceptional communication. Our guest today, Samuel Bringas, the Regional Manager for Customer Success Management at CyberArk in the LATAM and Caribbean regions, shares his remarkable journey from Account Management to Customer Management. Discover how Samuel navigated the realm of Customer Management with minimal prior customer...

In this podcast episode, we explore the world of Customer Success Management with Gurprem Sagoo, who was honored as the Customer Success Manager of the Year at the 2022 EMEA Customer Success Excellence Awards in London. With over 8 years of experience in the SaaS industry as a Customer Success Manager at Planhat, Gurprem shares his journey and insights into achieving this prestigious recognition. Join us as she delves into the story behind Gurprem's success and the challenges he faced along...

Join Melisaan Foster, the winner of the Customer Success Rising Star category in the 2022 EMEA CS Excellence Awards, as she sits down with host Irit Eizips to share her remarkable award-winning journey at WorkBuzz. Get ready to uncover: Strategies that propelled Melisaan Foster to victory Career insights, from highs to lows, that shaped her path The key factors that led to her prestigious award From CS newcomer to triumphing in the Rising Star category at the EMEA CS Excellence Awards,...

Welcome to our podcast episode where we delve into the world of Executive Business Review (EBR) and Quarterly Business Review (QBR), shedding light on their common misunderstandings and industry misuse. The landscape surrounding these reviews is often clouded by confusion, leaving ample room for ambiguity in their utilization. In this enlightening conversation with Irit Eizips, we're joined by Marc Troyan, the Director of Customer Success Research at TSIA. Together, we dissect the...

Join us in this enlightening podcast episode as Stephen Fulkerson, Vice President of Customer Success Research at TSIA, engages in a thoughtful conversation with Irit Eizips. Explore the intricate world of ethical predicaments within the realm of customer success and discover effective ways to avert unethical conduct. In this episode, you'll delve into: Real-life instances illustrating prevalent ethical dilemmas encountered in customer success.Valuable insights on how Customer Success...

Join us for an enlightening podcast discussion as we explore the path to achieving superior customer success through product-centricity. Are you wondering how to align customer success with your products and create a customer-driven, customer-oriented, and customer-focused approach? Can customer centricity truly be accomplished without causing disruption for your development and sales teams? In this episode, we engage in a thought-provoking conversation with Alex Farmer, Founder of Customer...

Discover valuable insights and strategies to enhance your Customer Success journey in this power-packed podcast episode! If you're a Customer Success professional tasked with upgrading customers to newer technology versions and seeking a more efficient and scalable approach, this episode is tailor-made for you. Join Yair Bortinger, the recipient of the prestigious 2022 CS Excellence Awards for Best Use of Technology, as he takes us through his remarkable journey of upgrading hundreds of...

Join us for an insightful podcast episode featuring Guy Rahamim, the remarkable runner-up in the Rising Star CSM category at the prestigious 2022 CS Excellence Awards in London.  In this interview, Guy shares his inspiring journey as a Customer Success Manager, highlighting how he achieved outstanding results despite having no prior experience in the field. During our conversation with Guy, he delves into several key topics: The significance of building meaningful personal connections and...

Join me in this captivating podcast episode where I sit down with Avner Baruch, Director of SMB Sales Operations and Enablement at Rapyd, to delve into the realm of CS Operations and its profound impact on the performance of Customer Success Managers (CSMs). Together, we explore a range of critical topics: Discover the diverse responsibilities of a CS Operations team, encompassing customer data analysis, company strategy, system management, and resource allocation.Uncover the optimal timing...

In this episode, we explore the vital role of success plans for customer success managers in meeting customer needs efficiently.  Join me with Anika Zubair, the co-founder of CSM LDN, to uncover Anika's approach to developing a customer success plan process and strategy for her team. Here are the key highlights: A Success Plan, similar to a project plan, outlines essential steps and strategies for achieving customer outcomes.Even in a pooled CSM model, a lighter version of the traditional...

In this episode, we delve into the fascinating world of user adoption with our special guest, Jason Whitehead, Co-Founder at Success Chain. Jason's vast experience in user adoption plans makes him the perfect match for our discussion on the application and significance of user adoption for any company. Join us as we explore the realm of user adoption successes, facilitation techniques, expectations, and potential improvements. One particularly intriguing aspect we touch upon is the crucial...

In this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Customer Success Team at Take Blip, a renowned company with over 2000 employees. Sharon has accomplished remarkable feats, rapidly building her CSM team while achieving unparalleled customer satisfaction and an impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process! Join us as Sharon openly shares her innovative CSM...

In this podcast episode, join Binah's Director of Customer Success, Nir Cohen, as he dives into the world of customer success in SDK companies. Discover how CSMs (Customer Success Managers) play a crucial role in guiding customers towards success with their SDK solutions. Nir shares valuable insights and strategies, including: Leveraging metadata collected from device activations and measurements of SDK services to predict trends and identify customer challenges in navigation. Exploring...

Join us as we explore the expanding Latin American market and learn about the opportunities it presents for software companies to scale up and expand. Floqast’s Customer Success Manager, Guillermo van Cruysen, who has extensive experience working with Latin American clients, shows us how to effectively work with LATAM clients. As a Latin American portfolio manager, Guillermo shares his expertise and strategies for winning over Latin American clients. By exploring topics such as the...