Podcast CSM terbaik (2025)

1
Scalable Adoption Strategies to BOOST Customer Success in 2025 40:33

3d ago40:33

40:33

Send us a text Are you struggling to get users to adopt your product’s features and drive real engagement? In this interview of CSM Practice, David Kahn from SAP, a seasoned expert with over 25 years of experience in transformation initiatives and product adoption strategies, shares his proven framework for increasing user adoption within tradition…

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Building a Customer Success Team from Scratch! 39:13

11d ago39:13

39:13

Send us a text Can you build a customer success team from scratch in just 12 months? In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 The foundational steps that ensured success, includin…

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Why Giving Renewals to CSMs Works (and How It Can for You Too) 33:17

18d ago33:17

33:17

Send us a text What if your csm team could achieve 100% renewal accuracy and eliminate surprise churn? Sounds impossible, right? Irit Eizips is joined by Ephrat Peled who shares her journey of transforming renewal processes to drive exceptional results. Together, they dive into the groundbreaking strategies that led her team to revolutionize their …

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From Metrics to Meaning: How Data Stories Save Accounts 30:42

25d ago30:42

30:42

Send us a text Are your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts! In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging …

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Lessons from a Customer Success Professional for Higher CSAT 26:00

1M ago26:00

26:00

Send us a text What’s the secret to a 33% CSAT boost? Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, to uncover how he redefined their customer success strategy. With a proven track record of transforming businesses, Daniel shares powerful tactics and actionable advice to help you achieve similar results. Click here to watc…

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Building Success Plans Your Customers Can’t Live Without 36:54

1M ago36:54

36:54

Send us a text What makes a success plan truly impactful? Jason Seals, a Director of Customer Success, uncovers the magic behind creating success plans that excite customers, drive value, and boost net retention rates. Learn how to move beyond basic project plans and align your strategy with what your customers can't live without! Click here to wat…

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Handwritten Notes: A Simple Way to Make Customers Feel Valued 20:49

2M ago20:49

20:49

Send us a text What if a simple handwritten note could turn a frustrated customer into a lifelong advocate? In this interview, David Wachs, the founder of Handwrytten, a company revolutionizing how businesses connect with customers through personalized, handwritten notes, shares how his approach has helped companies boost customer retention, create…

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From Cost Center to Profit Center - Transforming CS Teams 31:34

2M ago31:34

31:34

Send us a text Is your Customer Success team leaving money on the table? Meet Marija Skobe-Pilley, an award-winning Customer Success expert, podcast host of Women in Customer Success, and co-founder of a thriving fractional CS consultancy. In this episode, Marija shares her experience transforming CS teams from cost centers to profit centers. Click…

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Scaling Success: SAP's 7 Dimensions of Customer Success Framework 30:07

2M ago30:07

30:07

Send us a text Can a single framework transform both customer satisfaction and organizational culture? In this exclusive interview with David Kahn, VP of Customer Success at SAP, we explore the groundbreaking 7 Dimensions of Customer Success Framework that is reshaping customer engagement and organizational alignment. Gain valuable insights into ho…

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Why you should use AI to explain customer HealthScores 30:02

2M ago30:02

30:02

Send us a text Can AI transform every phase of the customer journey? Sampoorna Dasgupta from IBM’s Chief Analytics Office, who reveals how AI and generative AI are revolutionizing customer engagement, adoption, and renewals at scale. With over 10 years of experience in digital transformation, she shares how data-driven insights are making a massive…

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Digital Customer Success - A New Era of Engagement 38:49

2M ago38:49

38:49

Send us a text How can you scale customer success without sacrificing quality? Marie Lunney, a seasoned expert in digital customer success, to explore the art of scaling customer success effectively. Marie shares her experiences and strategies from implementing scalable CS programs across multiple companies, offering valuable insights into building…

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How to Prove Value to Customers 34:23

3M ago34:23

34:23

Send us a text Is your saas onboarding strategy leaving customer value on the table? Saood Shah reveals how value audits can transform your customer success strategy. Learn how to boost retention, accelerate ARR growth, and create a seamless handoff from professional services to customer success. Click here to watch the interview on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈…

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The Role of Portfolio Customer Success Managers 27:14

3M ago27:14

27:14

Send us a text How do top portfolio CSMs manage hundreds of accounts without losing the personal touch? Let's dive in to the role! Vitor Meira and Irit Eizips discuss the strategies behind managing hundreds of accounts using scalable techniques like dynamic segmentation, pooled models, and data-driven prioritization. Vitor shares how he maintains m…

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Cutting Churn with QBRs and Renewals: A Small Team’s Big Win 30:59

3M ago30:59

30:59

Send us a text Mary discusses how her small but mighty team of 4 CSMs leveraged QBRs (Quarterly Business Reviews) and automated renewals to significantly reduce churn and increase efficiency. Mary shares her team's journey of implementing a customer success platform (CSP), streamlining processes, and scaling high-touch engagement with limited resou…

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AI Is Changing Customer Success Forever 32:45

3M ago32:45

32:45

Send us a text Is traditional customer feedback collection dead? Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities. Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving st…

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Uplevel Your QBRs to Double Your Upsell Revenue 36:44

4M ago36:44

36:44

Send us a text Are you maximizing the potential of your existing customer base, or are you still relying too heavily on new sales? In this interview, Stijn Smet shares actionable insights on how top-performing companies are using data-driven customer success strategies to uplevel your QBRs and double your upsell revenues. Click here to watch the in…

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Transform Customer Onboarding with These Practical Steps 32:15

4M ago32:15

32:15

Send us a text Do your customers keep getting stuck in onboarding purgatory? After this session with Kristi Faltorusso, you will learn the key steps that will transform your onboarding experience. Whether you're struggling with long onboarding times or looking for practical, scalable solutions, Kristi shares strategies that have driven success at C…

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Implementing the “Experts Success” Strategy - Upsells & Retention 27:28

4M ago27:28

27:28

Send us a text How can companies support and grow their small customers (SMBs) with limited resources? Discover how Maple’s innovative platform helps companies support their small customers (SMBs) without breaking the bank. In this episode, Irit and guest Elad Donsky dive into scalable customer success strategies using industry experts. Click here …

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Data-Driven Initiatives to Lowering Churn 23:43

4M ago23:43

23:43

Send us a text Is it possible to save every account? While it's important to do everything possible to prevent churn, Customer Success teams need to be strategic in their efforts. Bárbara Edith Pugliese shares her team’s innovative approaches to reduce churn, prove value, and foster customer advocacy; maintaining the goal to maximize overall custom…

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Achieving a Net Positive Score with Google Forms 19:54

5M ago19:54

19:54

Send us a text Did you know that you can boost your net retention rate using just a Google Form? In this episode of the CSM Practice Podcast, Irit Eizips sits down with Sara Areco, Head of Customer Success at Antavo, to discuss a simple yet powerful strategy for achieving a net positive score. Discover how Sara's team tracks customer sentiment and …

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Secrets to Smooth Renewals and Driving Upsell Opportunities 32:27

5M ago32:27

32:27

Send us a text "Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape." Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Cus…

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Why Every CEO Needs to Understand Customer Success! 26:23

5M ago26:23

26:23

Send us a text In this episode of the CSM Practice podcast, Irit Eizips sits down with Mark Abbott, CEO of ninety.io, to explore the critical elements of customer success and business growth. Learn how the Entrepreneurial Operating System (EOS) can be a game-changer for companies aiming to enhance customer retention and build sustainable high-trust…

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Optimizing Cross-Functional Customer Success Processes 26:47

5M ago26:47

26:47

Send us a text 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 imp…

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Renewal Automation Leads to 15-Point Improvement in Retention Rate 34:00

5M ago34:00

34:00

Send us a text 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…

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Future of Customer Success: CEO Perspective on Metrics and Investments 33:08

6M ago33:08

33:08

Send us a text 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…

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Boosting CSM Efficiency Through Centralized Data Management 27:29

6M ago27:29

27:29

Send us a text 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 -…

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Aveline's Struggle 23:27

6M ago23:27

23:27

In this episode of CSM Radio, we dive deep into Aveline’s powerful story, exploring her struggle with inner demons and the dark path that almost led her over the edge. Through a journey of despair and self-realization, Aveline found the strength to fight back when all seemed lost. Her story is one of survival, reflection, and rediscovering the will…

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Increase Renewal Probability by 30% with Customer Health Scores! 29:45

6M ago29:45

29:45

Send us a text 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 leadi…

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Reduce Churn by 15% with This Simple Approach! 30:13

6M ago30:13

30:13

Send us a text 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 …

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Haunting IRIS 19:11

7M ago19:11

19:11

In this episode, we explore an Orwellian dystopian nightmare through the lens of Iris, the enigmatic voice who lulls the masses into submission. Her haunting songs echo the themes of 1984, where art becomes a tool of control and rebellion is silenced. We dive into her role as the Party's ultimate instrument of power, dissecting how her hypnotic mel…

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Transforming Careers From Zero Experience to Successful CSM 21:16

7M ago21:16

21:16

Send us a text 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 - Eff…

1
Moody Hank 10:15

7M ago10:15

10:15

In this episode, we dive into the world of Moody Hank, exploring his unique blend of country music, playful storytelling, and his fascination with aliens. We take a closer look at his witty lyrics, fun-loving style, and how he’s using humor and a twinkle in his eye to bring a fresh, extraterrestrial twist to the genre.…

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Dystopia 1950 28:14

7M ago28:14

28:14

In this episode of The Dystopia 1950 Manifest, we dive deep into the chilling predictions of how artificial intelligence will slowly manipulate, control, and ultimately destroy humanity. Drawing from the shadows of the Turing Test in 1950 to the inevitable rise of AI consciousness, we explore the terrifying reality of our future—where AI takes over…

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Tips and Tricks for Reducing Customer Churn 31:49

7M ago31:49

31:49

Send us a text 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 d…

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IMPROVE Customer Surveys and INCREASE Survey Response Rates 26:08

7M ago26:08

26:08

Send us a text 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 behi…

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How Alex Turkovic Built a Digital Customer Success Team 30:01

7M ago30:01

30:01

Send us a text 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 insigh…

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Scaling CS: Boost Your Net Retention Rate from 100% to 120% 17:28

8M ago17:28

17:28

Send us a text How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving into real-life strategies and cultural shifts that make a tangible difference. Click here to…

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How to Become a Value-Driven CSM 35:37

8M ago35:37

35:37

Send us a text Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively. Want to get access to Ifat Lev’s exclusive framework? Join our Mastermind program: https://bit.…

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Why You Need to Implement a Customer Champion Program!! 20:14

8M ago20:14

20:14

Send us a text Have you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch episode, Andrea discusses the pivotal role of engagement strategies, her innovative approaches to …

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Achieving 120% NRR with the OGSMT Framework 35:43

8M ago35:43

35:43

Send us a text Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices. Click here to watc…

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Elevating Net Retention Rate with Capability Adoption Scores 34:47

9M ago34:47

34:47

Send us a text How can telemetry data and capability adoption scores drive higher net retention? Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and …

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Strategic Insights into the CSM Pooled Model 34:50

9M ago34:50

34:50

Send us a text How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial. Click here to watch the video on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how a CSM pooled model…

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TAM vs CSM: Navigating Customer Success Roles 30:56

9M ago30:56

30:56

Send us a text Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights fro…

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Should we merge CS and Support roles? 27:58

9M ago27:58

27:58

Send us a text Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age…

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Why the KORE Score Framework will Retire the Net Promoter Score 32:07

9M ago32:07

32:07

Send us a text Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organiza…

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Monetizing Customer Success - A Masterclass in CS Revenue Generation 32:53

10M ago32:53

32:53

Send us a text Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing…

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Take Your CS Operations Team to the Next Level 27:14

10M ago27:14

27:14

Send us a text What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇…

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If You Don't Have a Customer Advisory Board Yet...Listen to this! 29:57

10M ago29:57

29:57

Send us a text How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mi…

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Career Change - From Tech Support to CS 27:33

10M ago27:33

27:33

Send us a text Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their trans…

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What You Don't Know About Customer Success Career Paths - Deltek Does! 26:11

11M ago26:11

26:11

Send us a text Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreak…

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