CSM CYCLE

Identifying and Promoting Customer Success opportunities is essential in today’s business reality. CMSs naturally oversee the “value-to-revenue path” and are well-positioned to drive revenue and growth. They are experienced professionals capable of building relationships while acting as trusted advisors. Join me for a masterclass and practice a simple framework for managing CS opportunities and improving collaboration with sales. We will learn how to identify and qualify opportunities based on knowledge of the customer's needs and the product/solution deployed. The audience will leave the session confident of their positive impact on revenue, ready to partner with sales, and equipped with practical steps for effective opportunity management.

How will AI impact customer success? Hear from Casey, Todd, and guest Guy Galon, a seasoned customer success executive and strategic advisor, about the role of AI in CS automation, onboarding, and support.

Professional integrity is a core strength for CSMs, as it ensures the maintenance of ethical behavior, professional principles, and values. That is the theory, but how can it be practiced effectively and lead to successful customer engagements? You are welcome to listen to this distinguished panel moderated by Guy Galon. You will hear about real-life customer success dilemmas in which you are expected to leverage your professional integrity. For example, how to best handle supportive stakeholders facing internal politics or struggling to drive new agendas in their organization. The panel guests, Amber Monroe, Peter Armaly, and Rachel Provan, share their experiences and insights about these challenging interactions. The panel was hosted by CSInsider.

Certain aspects of customer management are not necessarily quantifiable, and we are still expected to make decisions based on certain assumptions and predictions. In the context of Customer Success, do we embark on a customer journey knowing what the “weather” will be like or whether we have the optimal conditions to make it successful? In this session, you will hear about specific predictions CS professionals make during the customer journey and learn useful tips for making good predictions. You will have a fresh perspective on how to improve your understanding of your customers and their environment this time without relying on metrics and statistics.

#customersuccess #csmpractice #commercialmindset #revenuegeneration #maturitymodel Transitioning from firefighting to a commercial mindset can be daunting for new companies. It's crucial to focus on generating revenue while overcoming the challenges of this transition period. In an engaging video interview, we explore the CS Commercial Maturity Framework, a roadmap for evolving customer success practices. The interview covers stages like support, onboarding, adoption, renewals, and revenue generation. Practical insights and strategies, including key performance indicators, are shared to align progress with organizational goals. Learn how to embrace a commercial mindset in customer success and escape firefighting mode! 00:00 Intro 01:07 Mature CS 03:05 Maturity framework 05:21 Support phase 06:53 Support to Onboarding 08:52 CSM interactions 09:55 Commercial mindset 13:58 Transition time 18:35 Revenue generator 22:48 Scalability approach 24:40 Recommendations ABOUT OUR GUEST Guy Galon is a multidisciplined Customer Success executive with 20 years of measurable international experience successfully managing Customers throughout their software onboarding, implementation, and support life cycle. He developed a unique framework for grooming CS talent, that he utilize in mentoring dozens of professionals, helping them to improve their performance and contribution to their organizations. 🔗 You may connect with Guy via LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/ 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: https://www.linkedin.com/in/eizips/ ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ Additional Resources 🎥 Video: Customer MATURITY MODEL for Customer Success https://youtu.be/fGByLhOvXeo 🎥 Video: Maximizing Growth Potential with CSAT Framework https://youtu.be/Kb0FRB-Ubv0 🎥 Video: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams https://youtu.be/zGQVtV3bTyY 📑 Blog: Designing a Profitable Customer Success Framework https://www.csmpractice.com/customer-success-framework/ 📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework https://www.csmpractice.com/expansion-selling-a-proactive-data-driven-strategy-framework/ ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ ABOUT CSM PRACTICE CSM Practice specializes in empowering companies to overcome suboptimal Net Revenue Retention (NRR) rates and customer engagement challenges, enabling them to achieve exceptional net retention rates and ensuring long-term success. At CSM Practice, we offer a highly effective and scalable customer success strategy that accelerates companies' ability to prove customer value, improve customer loyalty, and achieve their growth objectives. 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. https://www.csmpractice.com/resources 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. https://www.csmpractice.com/newsletter-sign-up 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. https://www.csmpractice.com/cs-consulting ◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️ LEARN MORE ABOUT CUSTOMER SUCCESS with these free resources: 📌 Subscribe to CSM Practice YouTube channel: https://www.youtube.com/csmpractice?sub_confirmation=1 📌 Listen to our Podcast https://www.csmpractice.com/podcast 📌 Download CS Templates and Infographics https://www.csmpractice.com/resources 📌 FOLLOW us on LinkedIn: https://www.linkedin.com/company/csm-practice/ 📌 Follow us on TikTok https://www.tiktok.com/@csmpractice?lang=en 📌 FOLLOW us on TWITTER: https://twitter.com/csmpractice

In today's customer-centric business environment, the quality of customer experience (CX) is a crucial determinant of a company's success. As Customer Success leaders, understanding and enhancing this experience is paramount to ensuring customer satisfaction and loyalty, key drivers of sustained business growth. In this CS Leadership Roundtable, host Andrew Marks and Customer Success professionals Bertil Weil, Guy Galon, and JoJo Kalita discuss how to curate an outstanding customer experience. During the live event, the panelists discussed: * The key components of an exceptional customer experience in today's market * How CS leaders can effectively measure and analyze customer satisfaction and loyalty * Examples of successful strategies that can be implemented to improve customer experience * The role that technology plays in enhancing the customer experience and how to leverage it * How CS teams can personalize customer interactions to increase satisfaction and loyalty * Common challenges in improving customer experience and how can they be overcome By the end of the learning session, you’ll have learned a lot about how to enhance the customer experience. --------------------- Get more Customer Success resources: Check out the calendar of FREE live learning events: https://successcoaching.co/customer-success-events Enroll in an instructor-led Customer Success training program: https://successcoaching.co/training-calendar/ Start an on-demand training program for individuals https://successcoaching.co/solo-customer-success-training or teams: https://successcoaching.co/team-customer-success-training Read educational articles on our blog: https://successcoaching.co/customer-success-blog Follow SuccessCOACHING on LinkedIn: https://www.linkedin.com/company/successhacker/ --------------------- About Us: SuccessCOACHING is reinventing the Customer Success training experience for CS Leaders, Customer Success Managers, and aspiring CSMs. Learn more about how SuccessCOACHING can help you or your Customer Success team at successcoaching.co. #CustomerSuccess #CareerDevelopment #CustomerSuccessTraining

Lysa Sheinina and Guy Galon discuss what are some of the key qualities and skills required for a CSM all-around winner.

Lysa Sheinina, and Guy Galon discuss Guy's inspiring career path to becoming the VP of Customer Success Management in a Cyber security startup