#customersuccess #csmpractice #organization #organizational #organizationalstructure #Organizationstructure

Revamping CS in an industry-based organization is a multifaceted undertaking, often met with reluctance due to the structural and organizational changes it demands.

In this enlightening video interview, we share valuable insights into the process of redefining customer success within industry-based organizations. The interview explores key performance indicators (KPIs) essential for driving customer success and presents best practices for effectively structuring CS activities in large organizations.

We emphasize the significance of understanding the customer journey and strategically establishing touchpoints to ensure a seamless and cohesive customer experience. Additionally, we discuss the benefits of having separate pre-sales and post-sales teams, led by dedicated leaders, to provide focused attention and ensure smooth transitions throughout the customer lifecycle.

By watching this insightful interview, industry-based organizations can gain valuable perspectives on the intricacies of redefining customer success and acquire practical strategies for implementing successful customer-centric approaches within their organizational structures.

00:00 Intro
01:17 CS Background
02:06 CRO or Sales
04:19 Positioning CS under Sales
09:49 CS Structure
14:00 Organization Chart
15:22 CCO's Functions
20:48 Structuring CS Org Chart
26:15 Visions

ABOUT OUR GUEST

Himanshu Garg, is a veteran leader in the Customer Experience & Success arena in the APAC region with more than 15 years of experience. Having worked with both large enterprises and start-ups, he understands and has witnessed the evolution of CS and its journey very closely!

🔗 You may connect with Himanshu via LinkedIn:
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ABOUT OUR HOST

Irit Eizips is the Chief Customer Officer & CEO of CSM Practice. Irit is, a renowned expert in customer retention and upsell strategies. Irit has consistently been recognized as a Top Customer Success Strategist and Influencer since 2013 and was named one of the Top 100 Global Inspirational Leaders and Top 25 Customer Success Influencers in early 2021.

Follow Irit on LinkedIn: [ Ссылка ]

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Additional Resources

🎥 Watch: DESIGNING ORGANIZATIONS around Customer Success
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🎥 Watch: How to Drive CUSTOMER SUCCESS across your Organization
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🎥 Watch: Unveiling the CCO Role: Insights and Strategies for Success
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🎥 Watch: The vital role of CS Operations in proactive company transformation
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🎥 Watch: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams
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📑 Read: Tips for Building a Winning Customer Success Team Infographic
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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:

1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. [ Ссылка ]

2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. [ Ссылка ]

3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. [ Ссылка ]

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LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:

📌 Subscribe to CSM Practice YouTube channel:
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📌 Listen to our Podcast
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📌 Download CS Templates and Infographics
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📌 FOLLOW us on LinkedIn:
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📌 Follow us on TikTok
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📌 FOLLOW us on TWITTER:
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