CSM Practice - The Customer Success Podcast

Send us Fan Mail Are you passionate about driving a big impact and maximizing value?!  To help you effectively manage desired business outcome discussions with your clients, you have to first develop a prescribed framework.  Typically, companies' business needs or focus change every year, so it is advisable to ask them what has changed during a QBR and bring up possible use cases.  Some of th...

Send us Fan Mail Investing in Customer Success Software like HubSpot can be one of the most remarkable decisions you make in your customer success journey. Companies use Customer Success Software to streamline customer success operations, foster relationships with customers, monitor key performance indicators, and identify potential issues and opportunities. Currently, HubSpot is one of the most p...

Send us Fan Mail A typical day for a Customer Success Manager (CSM) can involve a lot of different activities, all aimed at helping their customers achieve success with their product or service. Some of the most common activities include: 1. Interaction with customers, ensuring that their questions are answered and their needs are addressed 2. Understanding the business to know what they have base...

Send us Fan Mail What does it mean to be an enterprise Customer Success Manager, and how does this role impact how enterprise-level businesses engage with their customers? Enterprise-level customer success necessitates a more in-depth and potentially more high-touch approach to customer engagement. Unlike Customer Success Manager for small businesses, enterprise Customer Success Manager works with...

Send us Fan Mail Ever wonder how much a Customer Success Manager Salary is? The results of the 2021 State of the Customer Success Industry and Salary Survey Report by Totango places an emphasis on the importance of collaboration between customer success, marketing, sales, and other teams in order to catch up with the latest trends. In this recording, we are privileged to have Robyn Fernandez, Sr....

Send us Fan Mail Discover the Customer Success Strategy roadmap that was used in establishing a framework and journey for maturing the customer success organization. The development of a customer success strategy has always been a crucial step in delivering effective results. In the absence of a customer success management strategy, challenges may arise, such as:  Undefined customer success roles...

Send us Fan Mail What is a Customer Success Manager, and what does their typical day look like? As a Customer Success professional, your primary concern is to build a positive relationship with the customer in a way that enables you to deliver value. In a high-touch situation, having a deep understanding of a customers' needs and being proactive about what they might benefit from in the futur...

Send us Fan Mail Learn more about how to develop a Quarterly Business Review (QBR) for Customer Success Executives and effectively demonstrate and maximize value to clients during QBRs. Listen as Irit Eizips, CEO of CSM Practice and Chad Horenfeldt, Director of Customer Success at Kustomer discuss in-depth some Quarterly Business Review (QBRs) Best practices and ways to drive more value for client...

Send us Fan Mail In this podcast episode, Irit will tell you everything you need to know on how to create a Customer Success Lifecycle Journey Map in your organization. She will discuss what it takes to scale your operations, align expectations with your customers, and why Customer Success Managers need journey maps. It includes a series of documents that clarify when, how, and why different teams...

Send us Fan Mail Many customer success managers are good listeners, but the question is, are they actively listening to their customers. Active listening is a method that allows for better connections and compassion towards others. In this podcast episode, Mariana Magre, Head of Customer Success at Poli - shares her take on active listening and how it improved her connections with customers.  The...