CSM Practice - The Customer Success Podcast

Nov 15 2024 109 ep. 25 mins 3
CSM Practice - The Customer Success Podcast artwork

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!

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Optimizing Cross-Functional Customer Success Processes

Nov 15 2024 25 mins  
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.Click here to watch on YouTube!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how shifting focus from technical implementations to busin

Renewal Automation Leads to 15-Point Improvement in Retention Rate

Nov 08 2024 32 mins  
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 journey of implementing automation in a mature organization and the remarkable outcomes achieved.Click here to watch the interview on YouTube!�

Future of Customer Success: CEO Perspective on Metrics and Investments

Nov 01 2024 31 mins  
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, about the evolving landscape of customer success, key metrics, and strategic investments.Click here to watch the video on YouTube!𝐇𝐈𝐆�

Boosting CSM Efficiency Through Centralized Data Management

Oct 25 2024 26 mins  
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 driving better business outcomes. Click here to watch the interview on YouTube!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Implementing a unif

Increase Renewal Probability by 30% with Customer Health Scores!

Oct 18 2024 28 mins  
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 health scores allows executives to implement proactive engagement strategies, ultimately leading to a more robust and successful customer succe

Reduce Churn by 15% with This Simple Approach!

Oct 11 2024 28 mins  
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 watch the interview on YouTube.𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Learn the three-pronged strategy that skyrocketed retention rates by 15% in 90 days.- Discover how creating detailed succ

Transforming Careers From Zero Experience to Successful CSM

Oct 04 2024 19 mins  
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 insights on training, onboarding, and the essential skills needed for success.𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Effective strategies fo

Tips and Tricks for Reducing Customer Churn

Sep 27 2024 30 mins  
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 here to watch the episode on YouTube!𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Varda's journey to developing a game-changing churn strategy.- The role of deep customer engagemen

IMPROVE Customer Surveys and INCREASE Survey Response Rates

Sep 20 2024 24 mins  
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 customer engagement and operational efficiency. Dive into this session to uncover the secrets behind her success!Click here to watch the episode on

How Alex Turkovic Built a Digital Customer Success Team

Sep 13 2024 28 mins  
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 in this episode! Delve into innovative strategies, tactical automation, and impactful insights as Alex shares his expertise in steering custo