CSM Practice

🚀 Customer Journey Mapping: Do You Have a Clear Game Plan? 🚀 Customer Success isn’t just about reacting to customer needs—it’s about proactively engaging them at every stage of their journey. Having a clear customer journey map can be the difference between just managing accounts and truly driving success. But here’s the real question: Does your customer journey map outline the proactive activities needed to engage customers in each phase? 🤔 If not, you might be missing out on key opportunities to boost adoption, reduce churn, and increase expansion. A well-defined journey helps your team anticipate customer needs and act before issues arise. 💡 I'm curious: how many CSMs out there have a solid customer journey map with proactive engagement activities per phase? Let’s find out! Irit Eizips

Missed the YouTube interview on customer data systems? Listen to the audio version 🔍 In this discussion with Irit Eizips, Matthew Kaplon from Indeed sheds light on the challenges faced by Customer Success Managers (CSMs) when data is scattered across various systems. Imagine CSMs spending a significant portion of their time just hunting down crucial information, leading to productivity dips and trust issues in data accuracy. Key Highlights 🎯 - Streamline info access, save time, enhance customer interactions. - Boost trust and reliability with unified methodologies. - Shift focus from internal tasks to customer needs for better outcomes. The shift towards a centralized data management approach not only optimizes CSM performance but also elevates the overall customer experience. With these insights, CSMs can pave the way for impactful customer engagements, build trust, and drive business success. Link to the interview in the comments💡💬 #CSMEfficiency #DataDrivenSuccess #BusinessImpact

Is it possible for portfolio CSMs to manage hundreds of accounts while keeping their personal touch? Vitor Meira, Senior Scale Success Manager at Zendesk, shares with @Irit Eizips how he has mastered this challenge. Vitor shares his strategies for balancing one-to-one interactions with scalable solutions like dynamic segmentation and engaging webinars. Here are 3 key highlights you won’t want to miss: - Prioritize accounts efficiently based on risk and growth potential. - Learn how to engage customers at scale without losing personal connections. - Discover how webinars can drive adoption and lower service costs. Link in the comments! #CustomerSuccess #PortfolioCSM #ScalableCS #CustomerRetention

🌱 𝐃𝐢𝐯𝐞 𝐈𝐧𝐭𝐨 𝐓𝐡𝐢𝐬 𝐖𝐞𝐞𝐤’𝐬 𝐏𝐨𝐥𝐥! Is your business really prepared for the future? In today’s ever-changing landscape, 𝙨𝙪𝙨𝙩𝙖𝙞𝙣𝙖𝙗𝙡𝙚 𝙥𝙧𝙖𝙘𝙩𝙞𝙘𝙚𝙨 are no longer just an option—they’re a necessity. 🌍 This is especially true when it comes to nurturing long-term client relationships. But why does sustainability matter? 1️⃣ Sustainable practices drive long-term value and growth. 2️⃣ Ethical actions enhance your company’s image and attract conscious consumers. 3️⃣ Customer Success teams lead the way in setting new industry standards. 🚀 𝐈𝐌𝐏𝐀𝐂𝐓 𝙎𝙪𝙨𝙩𝙖𝙞𝙣𝙖𝙗𝙡𝙚 𝙋𝙧𝙖𝙘𝙩𝙞𝙘𝙚𝙨 → 𝘿𝙚𝙚𝙥𝙚𝙧 𝘾𝙤𝙣𝙣𝙚𝙘𝙩𝙞𝙤𝙣𝙨 → 𝙀𝙣𝙝𝙖𝙣𝙘𝙚𝙙 𝙐𝙣𝙙𝙚𝙧𝙨𝙩𝙖𝙣𝙙𝙞𝙣𝙜 → 𝙀𝙡𝙚𝙫𝙖𝙩𝙚𝙙 𝙎𝙖𝙩𝙞𝙨𝙛𝙖𝙘𝙩𝙞𝙤𝙣 → 𝙐𝙣𝙬𝙖𝙫𝙚𝙧𝙞𝙣𝙜 𝙇𝙤𝙮𝙖𝙡𝙩𝙮 → 𝙇𝙖𝙨𝙩𝙞𝙣𝙜 𝙍𝙚𝙩𝙚𝙣𝙩𝙞𝙤𝙣 → 𝙏𝙝𝙧𝙞𝙫𝙞𝙣𝙜 𝙍𝙚𝙫𝙚𝙣𝙪𝙚 → 𝙇𝙤𝙣𝙜-𝙏𝙚𝙧𝙢 𝘽𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝙂𝙧𝙤𝙬𝙩𝙝 ♻️ It’s all tied up—embracing sustainability will drive your success forward! 𝐓𝐡𝐞 𝐛𝐢𝐠 𝐪𝐮𝐞𝐬𝐭𝐢𝐨𝐧 𝐢𝐬...What sustainable actions is your CS team taking? #Vote now👇 and join the conversation on how we can make Customer Success a driving force for sustainability! #CSOps #CustomerSuccess #ClientRelationships #csmpractice #csm Irit Eizips

Missed out on our YouTube episode on Customer Health Scores? Listen to the audio version! 🎙️ How can you boost your renewal probability by 30% using customer health scores? Join us in our latest CSM Practice podcast episode where Irit Eizips chats with Tyler Diderich from runZero. He shares his journey and practical tips on leveraging health scores to drive customer success. What You'll Learn: 🚦 Strategies to proactively identify and address red flags, preventing customer churn. 🤝 The crucial role of cross-departmental buy-in from product and sales teams. 🔍 How accurate health scoring can forecast renewals and enhance revenue planning. Check out the episode with the link in the comments! #CustomerSuccess #HealthScores #CustomerRetention #RenewalStrategies #CSMPractice

Can a small Customer Success team really reduce churn and boost efficiency? Irit Eizips sits down with Mary Migiano, Head of Customer Success at Compt, a leading HR tech platform to discuss how Mary’s team, despite being just 4 people, has made a huge impact by implementing smart strategies and leveraging technology. 3 key takeaways from their conversation: 1. Redesigning QBRs - Shifting from ARR-based QBRs to user count-based for more meaningful client engagement. 2. Automating the renewal process - Moving from manual spreadsheets to a CSP, saving time and eliminating errors. 3. Proactive churn prevention - Using real-time customer health metrics to address churn risks before they become problems. Link to the interview in the comments! #CustomerSuccess #QBRs #Renewals #SaaS #ChurnReduction #TechLeadership

Are your health scores and playbooks holding you back from real customer success? Many companies rely heavily on health scores and predefined playbooks to measure customer success. But here’s the question—are they actually driving results, or are they just numbers and checkboxes that don’t move the needle? Playbooks are designed to provide a roadmap for customer engagement, guiding teams through actions like responding to surges in adoption or increasing support tickets. But when these playbooks are too rigid, they lose their effectiveness. And let’s be honest about health scores – a customer health score of 67 or 90 doesn’t mean much without context. When you rely too heavily on health scores without understanding the underlying data, you miss opportunities for meaningful action. The question shouldn’t just be "What is the score?" but rather, "What does the score mean, and what do we do about it?" Ultimately, customer success isn’t about the numbers—it’s about what you do with them. By moving beyond rigid playbooks and shallow health scores, you can empower your team to drive real results. For more insights from Irit Eizips, subscribe to the CSM Practice Podcast Channel on YouTube with the link in the comments!

✨ Folks, are you ready for this week's poll? 𝐀𝐫𝐞 𝐩𝐫𝐞𝐝𝐢𝐜𝐭𝐢𝐯𝐞 𝐚𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 𝐨𝐯𝐞𝐫𝐫𝐚𝐭𝐞𝐝 𝐢𝐧 𝐭𝐡𝐞 𝐛𝐚𝐭𝐭𝐥𝐞 𝐚𝐠𝐚𝐢𝐧𝐬𝐭 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐜𝐡𝐮𝐫𝐧? Let’s challenge the status quo and dive into this hot topic! 🚀 Predictive analytics can help foresee churn and enable proactive strategies to retain customers. But how effective is this tool in real-world scenarios? ✅ 𝐏𝐫𝐨𝐬: - 𝐄𝐚𝐫𝐥𝐲 𝐖𝐚𝐫𝐧𝐢𝐧𝐠 - They can identify at-risk customers before they churn. - 𝐓𝐚𝐫𝐠𝐞𝐭𝐞𝐝 𝐈𝐧𝐭𝐞𝐫𝐯𝐞𝐧𝐭𝐢𝐨𝐧𝐬 - Enable tailored retention strategies based on data. ❌ 𝐂𝐨𝐧𝐬: - 𝐀𝐜𝐜𝐮𝐫𝐚𝐜𝐲 𝐈𝐬𝐬𝐮𝐞𝐬 - Predictions are only as good as the data they’re based on. - 𝐂𝐨𝐦𝐩𝐥𝐞𝐱𝐢𝐭𝐲 𝐚𝐧𝐝 𝐂𝐨𝐬𝐭𝐬 - Implementing and maintaining predictive analytics can be costly and complex. Are companies seeing tangible results in reducing churn, or is the reality more complex? Where do YOU stand? #𝐕𝐨𝐭𝐞 𝐢𝐧 𝐨𝐮𝐫 𝐩𝐨𝐥𝐥👇 Let's learn from each other and separate the hype from the reality! #PredictiveAnalytics #CustomerChurn #RetentionStrategy #customersuccess #csmpractice Irit Eizips

Want to turn 83% retention rate into a phenomenal 98% in just one quarter? This isn’t just theory – it’s real-world application with tangible results. Dillon Young, founder and CEO of @Lifetime Value Media, joins Irit Eizips and shares his incredible journey and the strategies that led to these outstanding results. 💡What You’ll Learn: - The trifecta approach to customer success that drove unprecedented retention improvements. - How to effectively engage customers at renewal time and ensure they stay on board. - The importance of customer sentiment tracking and its direct impact on your success metrics. Don’t miss out on these transformative strategies! Check out the video now and start boosting your retention rates today. 📺 Link to the interview in the comments! #CustomerSuccess #RetentionRate #BusinessGrowth #SuccessMetrics

Are you still using traditional surveys to gather customer feedback? It might be time to rethink your approach. Lihong Hicken, CEO and co-founder of TheySaid | World's 1st AI Survey, and Irit Eizips explore how AI-driven surveys are shaking up the world of customer feedback. Key Takeaways: - Learn how AI dynamically adjusts questions based on real-time customer responses, driving deeper insights. - Discover how AI can help identify upsell opportunities at any point in the customer journey, not just during renewals. - See how AI takes the manual work out of analyzing feedback, freeing up your customer success teams to focus on strategic tasks. With AI revolutionizing the customer success landscape, this interview is packed with actionable insights that can take your customer feedback game to the next level. Don't miss out! Link in the comments. #CustomerSuccess #AISurveys #CustomerFeedback #RevenueGrowth