What is the 70-20-10 framework and how can business executives leverage it for organizational growth and optimization? Tomer Laks, CEO & Founder of Kapability Group, offers a roadmap for profound organizational transformation in this episode! Key Highlights: ? Explore how the 70-20-10 framework enhances change management, communication, transparency, and innovation within organizations. ? Discover real-world applications and success stories from industry giants like IBM, Netflix, Google, and Coca-Cola. ? Gain insights into the five critical stages of idea development, from inception to ..read more

Join Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuses on the innovative application of personalized Net Promoter Score (NPS) surveys and their role in transforming customer engagement and success across diverse industries. ? Key Takeaways: - Examination of how customized NPS surveys cater to distinct customer personas. - Discussion on aligning customer satisfaction metrics with overarching business objectives for reciprocal benefits. - Analysis of the impact of personalized NPS surveys on customer retentio ..read more

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints. Key Highlights: - NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for customer satisfaction and loyalty.   - Digital Engagement Revolution: Daniel's strategy to transition from huma ..read more

Irit Eizips and Avner Baruch, the brain behind Project Moneyball, focus on churn prediction in consumption-based models. Unpack the challenges and innovative strategies crucial for customer retention and growth. Episode Highlights: - Expertise from Avner Baruch: Insights from Avner's rich background in customer success and his strategic approach to reducing churn. - Innovative Churn Reduction Formula: Explore Avner's formula for predicting and mitigating churn effectively in various business models. - Data-Driven Churn Management: Learn about leveraging data for proactive churn prevention an ..read more

Dive into cutting-edge strategies for capturing and analyzing customer data that goes beyond mere collection. Join Irit Eizips with Irina Cismas, Head of Marketing at Custify, as they explore cutting-edge strategies for leveraging data in customer success.We will unveil the key framework that transforms CX into a potent formula for growth.  Key Takeaways: Transformative Formula: CS = Customer Experience x Customer Outcomes. Addressing Sub-100% Net Retention: Insights and actionable remedies. Crafting Exceptional Experiences: Strategies for advocacy and strong relationships. Discover ho ..read more

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team. In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a global organization into a thriving and efficient customer success practice that drives retention and growth. Stephani ..read more

Welcome to this engaging podcast episode hosted by Irit Eizips, featuring our special guest Adi Aloni, Senior Vice President of Customer Success at Folloze. Together, they unravel essential strategies for mitigating customer churn and preserving valuable customer relationships. Join the conversation as Adi shares insights on identifying and maintaining an Ideal customer profile, along with effective measures to prevent deals from going awry. Gain valuable perspectives from Adi, drawing from her wealth of experience as SVP of Customer Success at Folloze. Explore methods discussed by Adi and Ir ..read more

Step into the world of Customer Success Management with our CSM Practice Podcast episode: "The Surprising Productivity Tips Every CSM Needs to Know." In this engaging session, Bhavika Kochar, CS Ladies founder and community builder, shares her evolution from managing 45 to 300 accounts. Her journey, enriched by pursuing a Master's in Engineering Management at Duke University, epitomizes the spirit of a multifaceted professional. Learn how Bhavika leverages Excel, VBA, Tableau, and Zapier for deep data insights and explores the significant impact of automation in enhancing CSM operations. Epis ..read more

Welcome to this engaging episode hosted by Irit Eizips! In this installment, we're joined by a special guest, Mark Mortimer.  Together, we delve into comprehensive insights on establishing and overseeing a successful renewal team, covering strategic planning to practical execution. Here are a few key points from our discussion: Mark Mortimer shares strategies for building a renewal team that is aligned with organizational goals and customer success. Discover how to create a renewal team that consistently delivers positive and exceptional customer experiences. From customer acquisition t ..read more

As we know, being a customer success manager isn't always a smooth ride – challenges arise, especially when dealing with difficult conversations. In this episode, we'll unravel the secrets to handling those hard conversations like a true pro. Joining us is our special guest, Iffat Bar-kol Grecht, Co-Founder at Focus Leadership. Are you ready to unlock the power of effective communication? Join us as we dive into: •  The importance of establishing safety in conversations. •  The role of care and kindness in building trust with clients. •  Strategies to reconstruct conversation ..read more