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Building a Customer Success Team from Scratch!

Автор: CSM Practice

Загружено: 2025-01-08

Просмотров: 1206

Описание:

Can you build a customer success team from scratch in just 12 months?

In this interview of the CSM Practice Podcast, Irit Eizips and Mariana Nikolova reveal the secrets behind transforming a legacy tech organization by establishing a best-in-class customer success team.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

The foundational steps that ensured success, including the critical role of a CS charter
How a structured, phased approach turned challenges into growth opportunities
Real-world results: millions in incremental revenue and improved customer satisfaction

👍 Like, share, and subscribe for expert insights!

👉🏻 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 CSM Practice newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newslette...

𝟑. Build Your CS Strategy
If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. https://bit.ly/jointhecustomermethod

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Mariana is a seasoned professional with over 15 years of experience in management consulting and strategy execution, focusing on business transformation to drive scale, profitable growth and enhanced customer experience. She has a strong track record of improving performance for Fortune 500 companies in the technology and services sectors, bringing expertise in organizational design, strategic initiatives, and post-sales transformation. Mariana holds an MBA from the University of Michigan and has held key roles with Kearney, Dell, and HERE Technologies.

🔗 You may connect with Mariana via LinkedIn:   / mariana-nikolova-7a920614  

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: The Magic of Cross-Functional Communication in CS
https://csmpractice.com/the-magic-of-...

🎥 Watch: Is Customer Success a Function or a Strategy?
   • Is Customer Success a Function or a Strategy?  

⏬ Download: CSM Profiles Infographic
https://csmpractice.com/csm-profiles-...

𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒

00:00 Intro
01:17 How Did the CS Team Start?
03:30 Transitioning Roles to CSMs
05:21 Initial Steps Building a CS Function
08:20 Benefits of a CS Charter
10:37 What We Rolled Out First
16:56 Business Impact
22:55 Change Management in Launching a CSM Team
25:38 Global Team Structure
27:16 Hiring Considerations
28:57 Key Lessons Learned
32:05 Applying CS Experience to a New Role
33:27 Support Team Evolution

Building a Customer Success Team from Scratch!

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