CSM Practice - The Customer Success Podcast

The vital role of CS Operations in proactive company transformation

March 22, 2024 Irit Eizips & CSM Practice Season 3 Episode 18
The vital role of CS Operations in proactive company transformation
CSM Practice - The Customer Success Podcast
More Info
CSM Practice - The Customer Success Podcast
The vital role of CS Operations in proactive company transformation
Mar 22, 2024 Season 3 Episode 18
Irit Eizips & CSM Practice

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team.

In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a global organization into a thriving and efficient customer success practice that drives retention and growth.

Stephanie provides valuable insights into how to make this transformation, emphasizing the importance of being thoughtful in every aspect of the customer experience. She highlights that the shift from a reactive to a proactive customer success practice is a journey, not a destination.

The core of the interview revolves around the creation of the “Vision CS 2.0: Customer Success Reimagined”, which is a multi-year plan that outlines the vision and strategy to achieve a proactive customer success practice on a global scale. She provides a comprehensive overview of the considerations for creating a CS Ops team and how an “embedded partner” model can be a powerful strategy for making fast progress.

Overall, this video interview is a must-watch for anyone looking to transform their organization into a proactive customer success practice.

Watch the full episode here: https://youtu.be/ILn3vRxAB38

◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️

Additional Resources:

🎥 Video: From Traditional to PROACTIVE SUPPORT MODEL
https://youtu.be/K14nqGDb67I

🎥 Video: Proactive CUSTOMER EXPANSION Strategies
https://youtu.be/vIIa_OGgRcI

📑 Blog: Proactive Customer Expansion Strategies
https://bit.ly/3OtW6P3

📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://bit.ly/3SJTxuz

📑 Blog: Building a Proactive Data-Driven Customer Success Engagement
https://bit.ly/423Pyfn

◾️◽️◾️◽️◾️◽️◾️◽️

Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

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. Click Here

◾️◽️◾️◽️◾️◽️◾️◽️

📌 Visit our Website - CSM Practice
📌 Sign up for our
Newsletter

Show Notes Chapter Markers

Building a proactive customer success practice requires anticipating customer needs and addressing them before they become problems. What’s more, building quickly requires a strong vision, a strong plan, and a strong and efficient operations team.

In this insightful interview, Irit Eizips sits down with Stephanie Berner, Global Head of Customer Success, LinkedIn Sales Solutions at LinkedIn, to discuss the critical role customer success operations can play when transforming a global organization into a thriving and efficient customer success practice that drives retention and growth.

Stephanie provides valuable insights into how to make this transformation, emphasizing the importance of being thoughtful in every aspect of the customer experience. She highlights that the shift from a reactive to a proactive customer success practice is a journey, not a destination.

The core of the interview revolves around the creation of the “Vision CS 2.0: Customer Success Reimagined”, which is a multi-year plan that outlines the vision and strategy to achieve a proactive customer success practice on a global scale. She provides a comprehensive overview of the considerations for creating a CS Ops team and how an “embedded partner” model can be a powerful strategy for making fast progress.

Overall, this video interview is a must-watch for anyone looking to transform their organization into a proactive customer success practice.

Watch the full episode here: https://youtu.be/ILn3vRxAB38

◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️

Additional Resources:

🎥 Video: From Traditional to PROACTIVE SUPPORT MODEL
https://youtu.be/K14nqGDb67I

🎥 Video: Proactive CUSTOMER EXPANSION Strategies
https://youtu.be/vIIa_OGgRcI

📑 Blog: Proactive Customer Expansion Strategies
https://bit.ly/3OtW6P3

📑 Blog: Expansion Selling: A Proactive Data-Driven Strategy Framework
https://bit.ly/3SJTxuz

📑 Blog: Building a Proactive Data-Driven Customer Success Engagement
https://bit.ly/423Pyfn

◾️◽️◾️◽️◾️◽️◾️◽️

Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

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. Click Here

◾️◽️◾️◽️◾️◽️◾️◽️

📌 Visit our Website - CSM Practice
📌 Sign up for our
Newsletter

Intro
LinkedIn Sales Solutions
Importance of CS Operations
Steps Toward Transformation
CS 2.0 Vision
3 year plan
Collaboration with CS Ops
Creating CS Ops Team
Size of CS Ops Team
Strategic Alignment
3 “Special Sauces”