CSM Practice

🔵 The Power of a Customer Advocacy Program 🔵 A strong Customer Advocacy Program can be a game-changer for your business. When customers become advocates, they’re not just loyal—they’re champions for your brand, helping you build credibility, attract new clients, and strengthen relationships. But what does a successful program look like? 💡 VIP Event Invitations: Reward your advocates with exclusive access to company events, executive roundtables, or industry networking opportunities. It’s a way to show your appreciation while giving them valuable exposure. 💡 Product Roadmap Influence: Let your advocates shape the future. Offering them the chance to directly influence your product roadmap through feedback and suggestions creates a deeper sense of partnership. 💡 Company-Branded Swag: Everyone loves a surprise! High-quality, branded merchandise like apparel or tech gadgets can be a fun and tangible way to show your appreciation for their advocacy. 👉 The bottom line: Your advocates are your best salespeople. Whether it’s through VIP experiences, product influence, or even just some awesome swag, building meaningful connections with your customer advocates is key to growing your brand. Does your company have a customer advocacy program?

Are you stuck in the endless cycle of trying to improve your customer onboarding process? Stress no more. Irit Eizips sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess, to discuss how companies can optimize onboarding to drive faster results and long-term customer loyalty. Kristi breaks down how onboarding isn’t just about teaching customers how to use your product. It’s about educating, empowering, and guiding them to get real value as quickly as possible. Listen to the interview to: - Learn how to quickly identify gaps in your current onboarding process - Discover practical, scalable content creation strategies for onboarding - Understand how to empower your customers with clear, step-by-step frameworks Catch the full interview in the link below and get ready to transform your approach! #CustomerSuccess #OnboardingStrategies #SaaSOnboarding #ClientSuccess

What if the key to saving your biggest accounts isn’t more usage—but telling the right story? In this interview with Robin Leathers, we dive into a game-changing approach to proving value: data stories. Robin shares how her team saved high-stakes accounts, even when usage data wasn’t on their side. Learn how to: - Turn data into compelling narratives - Transform renewal conversations - Build stronger client relationships Link in the comments! Irit Eizips #CustomerSuccess #RetentionStrategies #DataStories #CSMPractice

Are your SMB customers slipping through the cracks? Elad Donsky, CEO of Mayple, discusses innovative strategies with Irit Eizips for supporting your small customers (SMBs) without breaking the bank. If you’re looking to boost retention, adoption, and upsells, you won’t want to miss this one! Key Takeaways: - How to effectively engage and grow your SMB customers even with limited resources - The power of a pay-per-use model that combines industry expertise with scalable customer success - Real-world examples of how companies are using expert-driven solutions to increase retention and drive upsells Link in the comments! #CustomerSuccess #SMB #DigitalTransformation #CSMPractice #Leadership

How did Snappr increase their CSAT by 33%? In this interview, Irit Eizips sits down with Daniel Oberes, Head of Operations at Snappr, about the strategies that drove their incredible transformation. From smarter team incentives to streamlined processes, this episode is packed with insights to inspire your next big win! Key takeaways: - Elevating customer experiences with thoughtful strategies - Turning quick wins into lasting success - Real-world lessons from Snappr’s journey Link in the comments! #CustomerSuccess #CSATBoost #BusinessInsights #Leadership

🔴 How Is Your Team Leveraging AI to Enhance Customer Success? 🔴 AI is transforming Customer Success—but the real question is: How is your team using it to deliver better outcomes? Whether you’re already deep into AI or just starting to explore its potential, here are four key ways teams are using AI today: 💡 Automating Customer Support: Many teams are using AI-powered chatbots and virtual assistants to handle routine support inquiries, freeing up CSMs to focus on more strategic conversations. This not only scales your support efforts but also ensures customers get answers fast—24/7. 💡 Personalizing Customer Interactions: AI enables hyper-personalization by analyzing customer data and behavior patterns. Your team can send tailored recommendations, relevant content, and targeted communications to keep customers engaged and satisfied. 💡 Predicting Customer Behavior: AI can forecast customer needs and potential churn by analyzing usage patterns, sentiment, and other key data points. This lets your CSMs be proactive—addressing issues before they escalate and seizing upsell opportunities at just the right time. 💡 Not Using AI Yet? It’s okay if you haven’t started using AI yet—but the sooner you begin, the faster you can unlock its benefits. From improving support to driving deeper customer engagement, AI is becoming essential for delivering exceptional customer success at scale. 👉 The Bottom Line: AI is here, and it’s changing the game for Customer Success. Whether you're automating support, personalizing interactions, or predicting customer behavior, AI helps teams work smarter and deliver better results. Is your team using AI yet? If so, how? If not, what’s holding you back?

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 customer retention. Key Takeaways: - Learn how Barbara's team uses data to anticipate and prevent churn, ensuring higher retention and happier customers. - Discover the essential steps to turning your satisfied customers into passionate brand advocates. - Understand the importance of focusing on high-value accounts and balancing efforts across your entire customer base. Link to the audio version in the comments! #CustomerSuccess #CSM #ChurnReduction #CustomerAdvocacy Irit Eizips

Ever wondered how to make your success plans more than just glorified project plans? In this CSM Practice Podcast Interview, Irit Eizips sits down with Jason Seals, previously the Director of Customer Success at TSIA, to discuss: - The key to aligning success plans with CEO-level goals - How to drive retention and upsells through meaningful planning - Tips for creating consistent, impactful success plans Link to the YouTube interview in the comments! #CustomerSuccess #SuccessPlans #RetentionStrategies #Growth

🔵 Why Year-End Outreach is Essential for CSMs 🔵 As the holiday season approaches, now is the perfect time for Customer Success Managers (CSMs) to strengthen personal connections with their customers. Year-end outreach is more than a box to check—it's a strategic opportunity to build relationships that will carry your customers into the new year with confidence and trust. Here’s why proactive outreach before the holidays is critical: 💡 1. Reinforce Customer Value: Use this time to highlight the success your customers have seen throughout the year. Whether it’s a quick check-in or a detailed business review, showing them the impact of your solutions solidifies the value you bring to their business. 💡 2. Stay Top of Mind: The end of the year is busy, and many decisions (including renewals, budget planning, and vendor partnerships) are being finalized. A timely, well-planned touchpoint ensures you’re top of mind when those discussions happen. 💡 3. Build a Personal Relationship: This is a key opportunity to connect on a human level. A warm, thoughtful message before the holidays—whether it’s a quick call, personalized email, or even a holiday greeting—shows you care about your customer as more than just a business partner. People remember who took the time to reach out with sincerity. 💡 4. Align on Next Year’s Goals: It’s a great time to discuss what’s ahead for your customers in 2024. Engaging in these conversations now allows you to align your solutions with their upcoming goals, creating a roadmap for continued success. 👉 The Bottom Line: A simple year-end outreach helps build trust, reinforce value, and lay the groundwork for stronger relationships in the year ahead. Don’t wait until January to reconnect—use this time to make an impact. Does your team have a year-end outreach strategy? Irit Eizips

If you missed out on this simple retention hack, don’t fret! The audio version is now streaming on all platforms! In this episode of the CSM Practice Podcast, Irit Eizips sits with Sara Arecco, Head of Customer Success at Antavo AI Loyalty Cloud, and together they explore how her team dramatically improved their net retention rate using just a Google Form. Yes, a Google Form! Key Insights: - Track customer feedback effectively without complex software. - Learn how simple data collection can lead to actionable insights that improve your product and processes. - Discover how to foster a proactive culture in your CS team that prioritizes customer sentiment. Watch the full episode and start making data-driven decisions with the tools you already have! Link in the comments. #CustomerSuccess #DataDriven #NetRetention #CSMPractice #CustomerExperience