Канал: CSM Practice

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

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

Leveraging AI to Enhance Every Step of the Customer Journey

Leveraging AI to Enhance Every Step of the Customer Journey

Digital Customer Success - A New Era of Engagement

Digital Customer Success - A New Era of Engagement

Pool vs. Portfolio CSM - Which Model Drives More Impact?

Pool vs. Portfolio CSM - Which Model Drives More Impact?

How to Use Value Audits to Prove Value to Customers?

How to Use Value Audits to Prove Value to Customers?

The Role of Portfolio Customer Success Managers

The Role of Portfolio Customer Success Managers

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

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

Why Health Scores Alone Don't Cut It in Customer Success

Why Health Scores Alone Don't Cut It in Customer Success

AI Is Changing Customer Success Forever

AI Is Changing Customer Success Forever

Engage Your Customer Success Portfolio Accounts with Authenticity!

Engage Your Customer Success Portfolio Accounts with Authenticity!

Uplevel Your QBRs to Double Your Upsell Revenue

Uplevel Your QBRs to Double Your Upsell Revenue

Transform Customer Onboarding with These Practical Steps

Transform Customer Onboarding with These Practical Steps

CEOs' Biggest Mistake: Why Vision Matters

CEOs' Biggest Mistake: Why Vision Matters

Implementing the “Experts Success” Strategy - Upsells & Retention

Implementing the “Experts Success” Strategy - Upsells & Retention

When is the right time to scale?

When is the right time to scale?

Why responding to support tickets isn’t enough to build strong customer relationships

Why responding to support tickets isn’t enough to build strong customer relationships

Data-Driven Initiatives to Lowering Churn

Data-Driven Initiatives to Lowering Churn

BIGGEST MISTAKE that startups make!

BIGGEST MISTAKE that startups make!

Achieving a Net Positive Score with Google Forms

Achieving a Net Positive Score with Google Forms

Secrets to Smooth Renewals and Driving Upsell Opportunities

Secrets to Smooth Renewals and Driving Upsell Opportunities

Optimizing Cross-Functional Customer Success Processes

Optimizing Cross-Functional Customer Success Processes

Renewal Automation Leads to 15-Point Improvement in Retention Rate!

Renewal Automation Leads to 15-Point Improvement in Retention Rate!

Future of Customer Success: CEO Perspective on Metrics and Investments

Future of Customer Success: CEO Perspective on Metrics and Investments

Key Focus Areas in Customer Success

Key Focus Areas in Customer Success

Reduce Churn by 15% with This Simple Approach!

Reduce Churn by 15% with This Simple Approach!

Why execs must embrace change in their customer success team

Why execs must embrace change in their customer success team

Why Moms Make Excellent Customer Success Managers

Why Moms Make Excellent Customer Success Managers

Increase Renewal Probability by 30% with Customer Health Scores!

Increase Renewal Probability by 30% with Customer Health Scores!

Transform Your CS Team with These 4 Essential Roles!

Transform Your CS Team with These 4 Essential Roles!

4 Step Guide to Mastering Customer Success

4 Step Guide to Mastering Customer Success

Transforming Careers From Zero Experience to Successful CSM

Transforming Careers From Zero Experience to Successful CSM

Why Making Your Customers Happy is NOT Enough

Why Making Your Customers Happy is NOT Enough

Turn Customers From RED ❌ to GREEN ✅ in Customer Success

Turn Customers From RED ❌ to GREEN ✅ in Customer Success

Why Every CEO Needs to Understand Customer Success!

Why Every CEO Needs to Understand Customer Success!

Mastering Customer Journeys - Strategies for Customer Success

Mastering Customer Journeys - Strategies for Customer Success

Boosting CSM Efficiency Through Centralized Data Management

Boosting CSM Efficiency Through Centralized Data Management

Unveiling Time to Wow: Crafting Moments of Delight

Unveiling Time to Wow: Crafting Moments of Delight

How to Become a Value-Driven CSM

How to Become a Value-Driven CSM

Resolving Technical Issues: The Key to Customer Retention

Resolving Technical Issues: The Key to Customer Retention

Elevating Net Retention Rate with Capability Adoption Scores

Elevating Net Retention Rate with Capability Adoption Scores

Stay Ahead in Competitive Markets by Improving Customer Experience

Stay Ahead in Competitive Markets by Improving Customer Experience

Achieving 120% NRR with the OGSMT Framework

Achieving 120% NRR with the OGSMT Framework

“Keep Your Customers” With the MINT Framework

“Keep Your Customers” With the MINT Framework

High-Touch VS Low-Touch in Digital CS

High-Touch VS Low-Touch in Digital CS

Optimizing Business Processes - Benchmarking Success

Optimizing Business Processes - Benchmarking Success

Strategic Insights into the CSM Pooled Model

Strategic Insights into the CSM Pooled Model

Monetizing Customer Success - A Masterclass in CS Revenue Generation

Monetizing Customer Success - A Masterclass in CS Revenue Generation

AI Revolution: Transforming Customer Success

AI Revolution: Transforming Customer Success

TAM vs CSM: Navigating Customer Success Roles

TAM vs CSM: Navigating Customer Success Roles

Specialized Roles for Customer Success

Specialized Roles for Customer Success

Should we merge CS and Support roles?

Should we merge CS and Support roles?

Why an Expansion Mindset Wins

Why an Expansion Mindset Wins

The Power of Hiring an Expert

The Power of Hiring an Expert

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

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

Mastering Adoption & Customer Onboarding

Mastering Adoption & Customer Onboarding

Why the KORE Score Framework will Retire the Net Promoter Score

Why the KORE Score Framework will Retire the Net Promoter Score

Get That First Value Quickly Delivered

Get That First Value Quickly Delivered

The Ultimate Guide to Partner Success Programs

The Ultimate Guide to Partner Success Programs

Customer Success - More Than a Team Set-Up

Customer Success - More Than a Team Set-Up

How Alex Turkovic Built a Digital Customer Success Team

How Alex Turkovic Built a Digital Customer Success Team

How Did Digital Customer Success Skyrocket Talroo’s Growth?

How Did Digital Customer Success Skyrocket Talroo’s Growth?

Keep Clients with Low ROI

Keep Clients with Low ROI

IMPROVE Customer Surveys and INCREASE Survey Response Rates

IMPROVE Customer Surveys and INCREASE Survey Response Rates

Why You Need to Implement a Customer Champion Program!!

Why You Need to Implement a Customer Champion Program!!

Tips and Tricks for Reducing Customer Churn

Tips and Tricks for Reducing Customer Churn

Can Your CS Team Survive Without This?

Can Your CS Team Survive Without This?

Want to Boost Your Team's Morale??

Want to Boost Your Team's Morale??

Take Your CS Operations Team to the Next Level

Take Your CS Operations Team to the Next Level

If You Don't Have a Customer Advisory Board Yet ...WATCH THIS!

If You Don't Have a Customer Advisory Board Yet ...WATCH THIS!

Here's How To Create an AWESOME Executive Sponsorship Program!

Here's How To Create an AWESOME Executive Sponsorship Program!

CAREER CHANGE - From Tech Support to CS

CAREER CHANGE - From Tech Support to CS

Go-To-Market Magic: Align, Accelerate, Achieve

Go-To-Market Magic: Align, Accelerate, Achieve

What YOU DON'T KNOW About Customer Success - Deltek Does!

What YOU DON'T KNOW About Customer Success - Deltek Does!

The Missing Piece to Your CS Puzzle - Emotional Intelligence

The Missing Piece to Your CS Puzzle - Emotional Intelligence

How do I deal with challenging customers as a CSM??

How do I deal with challenging customers as a CSM??

HYPER GROWTH STRATEGIES: Supercharging CUSTOMER SUCCESS Teams

HYPER GROWTH STRATEGIES: Supercharging CUSTOMER SUCCESS Teams

UNLOCK PRODUCT GROWTH Using the Right Usage Metrics

UNLOCK PRODUCT GROWTH Using the Right Usage Metrics

INCREASE NPS SCORE BY 125% - Digital Engagement Secrets You MUST Know

INCREASE NPS SCORE BY 125% - Digital Engagement Secrets You MUST Know

The Truth Behind BAD NEWS for Visionary Leaders

The Truth Behind BAD NEWS for Visionary Leaders

GROW MONTHLY REVENUES With Zapier Integration

GROW MONTHLY REVENUES With Zapier Integration

SAVE TIME By Automating QBRs

SAVE TIME By Automating QBRs

The Path to Success: ADMIN CERTIFICATION PROGRAM

The Path to Success: ADMIN CERTIFICATION PROGRAM

TIPS on Customer Communities Unleashed

TIPS on Customer Communities Unleashed

How SAAS COMPANIES Can Transform CUSTOMER ONBOARDING|Product Adoption

How SAAS COMPANIES Can Transform CUSTOMER ONBOARDING|Product Adoption

The Ultimate Guide to SCALING CUSTOMER SUCCESS for Maximum Results

The Ultimate Guide to SCALING CUSTOMER SUCCESS for Maximum Results

Accelerate Success: AI Onboarding & First Value Delivery

Accelerate Success: AI Onboarding & First Value Delivery

Renewal Managers vs CSMs | Here's the Scoop

Renewal Managers vs CSMs | Here's the Scoop

Cybersecurity Trends - Building CUSTOMER ADVOCACY

Cybersecurity Trends - Building CUSTOMER ADVOCACY

Why You NEED NPS Surveys!

Why You NEED NPS Surveys!

CS TECH STACKS from a TECHNICAL ACCOUNT MANAGER

CS TECH STACKS from a TECHNICAL ACCOUNT MANAGER

DIVERSITY IN TECH: Success in Black

DIVERSITY IN TECH: Success in Black

CHURN PREDICTION: Consumption Based Model

CHURN PREDICTION: Consumption Based Model

CUSTOMER SUCCESS Rising Star 2023

CUSTOMER SUCCESS Rising Star 2023

CUSTOMER SUCCESS MANAGER of 2023

CUSTOMER SUCCESS MANAGER of 2023

Driving INNOVATION in CUSTOMER SUCCESS with the 70-20-10 Methodology

Driving INNOVATION in CUSTOMER SUCCESS with the 70-20-10 Methodology

Revolutionary Training Program: 60% Surge in Product Adoption

Revolutionary Training Program: 60% Surge in Product Adoption

How to WOW Your Board of Directors | Customer Conference 2023

How to WOW Your Board of Directors | Customer Conference 2023

Gen AI in Action: Boosting Customer Support and Success Strategies

Gen AI in Action: Boosting Customer Support and Success Strategies

Revolutionize Your Customer Success with Generative AI

Revolutionize Your Customer Success with Generative AI

Increasing Adoption with Digital Engagement!

Increasing Adoption with Digital Engagement!

Advocacy Stages

Advocacy Stages

Unlocking the Secrets of Partner Success KPIs

Unlocking the Secrets of Partner Success KPIs

Startup Success: Digital Transformation Tips!

Startup Success: Digital Transformation Tips!

🚀 Elevate your CSM’s career in four key steps!

🚀 Elevate your CSM’s career in four key steps!

Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction

Next-Level Customer Support: How to Slash Tickets and Boost Satisfaction

Mastering Your Customer Success Tech Stack 🔍

Mastering Your Customer Success Tech Stack 🔍

Mastering Ideation: From Idea to Solution!

Mastering Ideation: From Idea to Solution!

Hiring CS Executives: Expert Insights with Irit and Swati

Hiring CS Executives: Expert Insights with Irit and Swati

🚀 Ready to hire your first Head of Customer Success?

🚀 Ready to hire your first Head of Customer Success?

Unlocking Rapid Customer Trust: 3 Pro Tips for CSMs!

Unlocking Rapid Customer Trust: 3 Pro Tips for CSMs!

Accelerate Your Business with the Customer Discovery Framework

Accelerate Your Business with the Customer Discovery Framework

Unveiling the Future of Learning: 70-20-10 Method! 🌟

Unveiling the Future of Learning: 70-20-10 Method! 🌟

Avoid These Common Mistakes in Your CS Stack!

Avoid These Common Mistakes in Your CS Stack!

Mastering Difficult Conversations: Secrets to Handling Tough Customers

Mastering Difficult Conversations: Secrets to Handling Tough Customers

Unleashing Productivity: A Year of Game-Changing Tools 🛠️

Unleashing Productivity: A Year of Game-Changing Tools 🛠️

Seize Your Chance as the First CSM!

Seize Your Chance as the First CSM!

Mastering Project Phases: Your Roadmap to Success!

Mastering Project Phases: Your Roadmap to Success!

Proven Strategies to Propel Your Startup's Success

Proven Strategies to Propel Your Startup's Success

Mastering Enterprise Client Relationships: Proven strategies for success

Mastering Enterprise Client Relationships: Proven strategies for success

Unlock the Power of Digital Engagement with the Bucket Concept!

Unlock the Power of Digital Engagement with the Bucket Concept!

Unlocking the Power of Active Learning Loops

Unlocking the Power of Active Learning Loops

Transforming CS: A Dynamic Change Management Approach

Transforming CS: A Dynamic Change Management Approach

Digital Transformation Roadmap: Unleash Success with Targeted Strategies

Digital Transformation Roadmap: Unleash Success with Targeted Strategies

How Data Insights Can Transform Customer Success to Perfection

How Data Insights Can Transform Customer Success to Perfection

Accelerating Onboarding: Optimizing Customer Discovery in Days

Accelerating Onboarding: Optimizing Customer Discovery in Days

Unleash Your Support Team's Potential: Mastering Ticket Management 🔍

Unleash Your Support Team's Potential: Mastering Ticket Management 🔍

Unlocking Success: Embrace a Commercial Mindset in CS

Unlocking Success: Embrace a Commercial Mindset in CS

The Crucial Role of a Consulting Director in Customer Success!

The Crucial Role of a Consulting Director in Customer Success!

CSM's Guide to Customer Success Team Maturity

CSM's Guide to Customer Success Team Maturity

Scaling customer success: Critical mistakes to avoid for business growth!

Scaling customer success: Critical mistakes to avoid for business growth!

Mastering CSM Client Communication: 3 Key Factors for Success!

Mastering CSM Client Communication: 3 Key Factors for Success!

Embracing Change Champions: Your Key to Success!

Embracing Change Champions: Your Key to Success!

Scaling Professional Services: Unveiling the Five Pillars of Success

Scaling Professional Services: Unveiling the Five Pillars of Success

How to navigate hard conversations

How to navigate hard conversations

Mastering Change Management: Impact Assessment & Strategy 🎯

Mastering Change Management: Impact Assessment & Strategy 🎯

Empowering Customer Success with Managed Services!

Empowering Customer Success with Managed Services!

Elevate Your Startup Success: Mastering Customer Onboarding

Elevate Your Startup Success: Mastering Customer Onboarding

Mastering Change Management: 5 Essential Pillars for Success!

Mastering Change Management: 5 Essential Pillars for Success!

Revamp CS Team Meetings with a Standard Agenda Template

Revamp CS Team Meetings with a Standard Agenda Template

Mastering the Role of an Enterprise CSM 🔑

Mastering the Role of an Enterprise CSM 🔑

Redefining Excellence: NRR Market Analysis for Trailblazers!

Redefining Excellence: NRR Market Analysis for Trailblazers!

The Ultimate Guide: Customer Success vs Customer Support

The Ultimate Guide: Customer Success vs Customer Support

Communication Red Flags: Signs You Shouldn’t Ignore

Communication Red Flags: Signs You Shouldn’t Ignore

Exceeding Customer Success: The Power of the Ultimate Formula

Exceeding Customer Success: The Power of the Ultimate Formula

Streamlining the Sales to CS Transition for New Customers

Streamlining the Sales to CS Transition for New Customers

Mastering Customer Data: High Touch vs. Digital (Low) Touch Approaches

Mastering Customer Data: High Touch vs. Digital (Low) Touch Approaches

Mastering the Art of Scaling: Start-Up Customer Engagements

Mastering the Art of Scaling: Start-Up Customer Engagements

Unlocking Customer Success: Strategies for Industry-based Organizations

Unlocking Customer Success: Strategies for Industry-based Organizations

Unlocking Growth: Strategies to Scale Your Customer Base

Unlocking Growth: Strategies to Scale Your Customer Base

Boost Customer Engagement with this 8-step process!

Boost Customer Engagement with this 8-step process!

Effective Tips for Scaling Customer Success Teams

Effective Tips for Scaling Customer Success Teams

Unveiling the CCO Role: Insights and Strategies for Success

Unveiling the CCO Role: Insights and Strategies for Success

Proactive Service Management: Top 4 CTAs for Success

Proactive Service Management: Top 4 CTAs for Success

The Ultimate Guide to Mitigate Customer Churn

The Ultimate Guide to Mitigate Customer Churn

Embrace Ownership: Supercharge Customer Experience

Embrace Ownership: Supercharge Customer Experience

Renewal Manager's Essential Skills for Success

Renewal Manager's Essential Skills for Success

The vital role of CS Operations in proactive company transformation

The vital role of CS Operations in proactive company transformation

Effective Communication in Technical Support Escalations 👨‍💻

Effective Communication in Technical Support Escalations 👨‍💻

Impacting Expansion: The Strategic Value of Customer Education

Impacting Expansion: The Strategic Value of Customer Education

The Ultimate Renewal Team Management Guide

The Ultimate Renewal Team Management Guide

Why is Cost to Serve the hottest CS KPI in a down economy

Why is Cost to Serve the hottest CS KPI in a down economy

Nailing the Sales to CSM Handoff: Key Strategies

Nailing the Sales to CSM Handoff: Key Strategies

Scaling Customer Value: 5 Key Tactics for Long-Term Growth

Scaling Customer Value: 5 Key Tactics for Long-Term Growth

The Impact of Customer Success in Acquiring New Customers

The Impact of Customer Success in Acquiring New Customers

5 Questions a CSM should ask about New Clients!

5 Questions a CSM should ask about New Clients!

Maximizing Growth Potential with CSAT Framework

Maximizing Growth Potential with CSAT Framework

Key Performance Indicators for Renewal Managers

Key Performance Indicators for Renewal Managers

How CSMs Should Prepare for a One-on-One with Their Manager

How CSMs Should Prepare for a One-on-One with Their Manager

The Surprising Productivity Tips Every CSM Needs to Know

The Surprising Productivity Tips Every CSM Needs to Know

How to Assess Your Tech Touch Strategy Performance 📈

How to Assess Your Tech Touch Strategy Performance 📈

Mastering Executive Leadership: Key CS Internal Recurring Meetings 📅

Mastering Executive Leadership: Key CS Internal Recurring Meetings 📅

Conference Highlights: Improving Onboarding Processes

Conference Highlights: Improving Onboarding Processes

Enabling Tech Touch: The Most Effective Digital Channels for Customer Success

Enabling Tech Touch: The Most Effective Digital Channels for Customer Success

Customer Support vs. Customer Success: Understanding the Differences

Customer Support vs. Customer Success: Understanding the Differences

Uncover the Secret of Growing a Powerful SaaS Business with Customer Success

Uncover the Secret of Growing a Powerful SaaS Business with Customer Success

Key principles to Develop a Winning Tech Touch Strategy 🏆

Key principles to Develop a Winning Tech Touch Strategy 🏆

What's the idea behind internal customer success roadshows?💡

What's the idea behind internal customer success roadshows?💡

Mastering the ROI Discussion with Customers

Mastering the ROI Discussion with Customers

The Ultimate 10 Metrics for Prioritizing Support Tickets 🎫

The Ultimate 10 Metrics for Prioritizing Support Tickets 🎫

How to create a CSM DNA Profile? 👤

Strategies for Choosing the Right Customer Success Metrics

Strategies for Choosing the Right Customer Success Metrics

Why CSMs are great at handling renewals? 🔃

Why CSMs are great at handling renewals? 🔃

Discover the 4 dimensions to assess CS team 👥

Discover the 4 dimensions to assess CS team 👥

Maximizing Customer Success through Strong Sales Collaboration

Maximizing Customer Success through Strong Sales Collaboration

What Teams typically roll under the CCO? 👥

What Teams typically roll under the CCO? 👥

How to build the best-in-class customer success team? 🔝

How to build the best-in-class customer success team? 🔝

Streamlining and Scaling Customer Success with Customer Hubs

Streamlining and Scaling Customer Success with Customer Hubs

How to structure a large CS organization? 🛠️🏢

How to structure a large CS organization? 🛠️🏢

How can you go from being reactive to proactive? 🙌

How can you go from being reactive to proactive? 🙌

What is the impact of customer intelligence (CI) on customer success?

What is the impact of customer intelligence (CI) on customer success?

How to minimize bad fit sales deals?🤝

How to minimize bad fit sales deals?🤝

Secrets to Becoming a Customer-Centric Organization 🗝🔐

Secrets to Becoming a Customer-Centric Organization 🗝🔐

Service Offer Creation and Go-To-Market Strategies for Success

Service Offer Creation and Go-To-Market Strategies for Success

Who should be in a CS Ops team? 👥

Who should be in a CS Ops team? 👥

The CCO playbook: 8 strategies to accelerate your career

The CCO playbook: 8 strategies to accelerate your career

Proving the Value of Customer Success: An ROI Approach

Proving the Value of Customer Success: An ROI Approach

How to redefine the ideal customer profile?🤔

How to create a compelling professional services package?

How to create a compelling professional services package?

How to increase product adoption!

How to increase product adoption!

What is the Value of Customer Success?

What is the Value of Customer Success?