On this episode, Amelia welcomes Irit Eizips, Chief Customer Officer and CEO at CSM Practice, a customer success consulting firm offering services to increase your net retention, improve your customer satisfaction, and grow your advocacy base. During this conversation, Irit and Amelia discuss:
- The differences between customer success and customer experience.
- The importance of customers getting their desired business outcomes through the CX process.
- Measuring customer success results with net retention rate.
- The evolution of CX from being churn fighters to adding value.
- The difference between a success plan and an account plan.
- Assessing your CX efforts against best practices for customer success.
- Mistakes CX leaders make with their frameworks and methodologies.
- Investing in technology in a scalable way.
- The three-year plan for shifting from customer experience to customer success.
Irit Eizips - https://www.linkedin.com/in/eizips/
CSM Practice - https://www.linkedin.com/company/csm-practice/
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