The Ultimate Guide to SCALING CUSTOMER SUCCESS for Maximum Results

Explore the art of scaling customer success organizations in this captivating CSM Practice podcast interview. Engage with the insightful discussion featuring Christine Boermeester from Deltek, as Irit Eizips and her unpack innovative strategies for effectively managing large customer success teams.

Key Highlights:

Christine's journey from customer support to leading customer success.
Insight into Deltek's approach to structuring a global team of 80 CSMs.
Introduction of specialized roles like Renewal Processors for increased efficiency and engagement.
Utilization of Salesforce, CPQ tools, DocuSign, and Gainsight in managing customer interactions and renewals.
Strategy's impact on customer loyalty and revenue retention.
Practical tips for implementing these changes in your respective organizations.

👆Listen in to get valuable insights on scaling customer success teams and improving operational efficiency.

Share your experiences or thoughts on team scaling strategies in the comments below!

#teamscaling #operationalstrategy #techindustry #saasbahu

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👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩

Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth.

Click here to download the workbook:
🔗 https://unlock.thecustomermethod.com/...


2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨

Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.

Click here to join:
🔗 https://unlock.thecustomermethod.com/...

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?

Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone.

Click here to learn more:
🔗 https://unlock.thecustomermethod.com/...


ABOUT OUR GUEST

Christine Boermeester is Senior Director of Customer Success at Deltek. Over her 20+ years at Deltek, she’s championed exceptional customer experience and honed deep expertise in building global customer success teams. She believes that proactively nurturing customer relationships, being easy to do business with, and supporting and developing her employees will elevate the customer and employee experience and lead to increased growth.

🔗 You may connect with Christine via LinkedIn profile:   / christine-boermeester-9315472  

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:
  / eizips  
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Additional Resources:

📑 Read: The Secret to Scale in Customer Success
https://www.csmpractice.com/customer-...

📑 Read: The Beginner’s Guide to Customer Success
https://www.csmpractice.com/how-to-sc...

🎥Watch: Scaling Customer Success - Critical Mistakes to Avoid for Business Growth
   • Scaling customer success: Critical mistake...  

TIME STAMPS

00:00 Intro
01:55 Support to CS
03:55 Renewal Processing Team
08:55 Impact on Business
10:16 Recommended Steps
14:54 Team Managers
20:50 Specialization Benefits
22:40 Fears/Concerns
23:24 Tech Stacks
27:28 Renewal Forecasting