Blog - CSM Practice

April 03 2019 0comment

The Beginners Guide to Scaling Customer Success

Posted by Irit Eizips In Blog, Customer Success, Video

Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. To scale, most organizations would start with segmenting their customer base and then associate […]

March 18 2019 0comment

3 Interview Tips for Hiring Customer Success Managers

Posted by Irit Eizips In Blog, Customer Success, Video

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. The problem is, role in CSM is relatively new, […]

February 15 2019 0comment

[PODCAST] The Value of Customer Success

Posted by Irit Eizips In Blog, Customer Success

I recently sat down with Eric Sharp, from “1 to 10” Podcast to talk about customer success companies between 1 to 10 million in revenues (aka Startups). Episode Overview What would it be like if […]

February 03 2019 0comment

The Essential Guide to Launching your Customer Success Program Successfully

Posted by Irit Eizips In Blog, Download

As the Customer Success practice is established, organizations and their customers must grapple with change. Customer Success teams need to quickly shift from support ticket escalations to delivering on business outcomes. Their clients need to understand the […]

October 30 2018 0comment

Why Delivering on Your Customer’s Desired Business Outcomes Results in Churn

Posted by Irit Eizips In Blog, Customer Success, Download, Video

In today’s world, the subscription model has changed everything. Customers now have the power to choose software vendors who will achieve their desired business outcomes and to leave those who don’t. Let’s face it since the subscription model […]

October 11 2018 0comment

Customer Success Performance Indicator

Posted by Irit Eizips In Blog, Customer Success, Video

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO of Client Success. Dave asked me if I might be interested in taking part as […]

April 12 2018 0comment

Top Learnings from Gainsight Pulse 2018: Day 2

Posted by Irit Eizips In Blog, Customer Success

Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Here were my top takeaways: 1. Every customer […]

October 13 2017 0comment

The Foundation to Accountable Customers

Posted by Irit Eizips In Blog, Customer Success

Uncovering the Customer’s Role in Success If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can […]