S3E10 - Modern Customer Success with Irit Eizips

Описание: Irit was at the forefront of the Customer Success revolution that started with Gainsight. She has since built her on customer success organization helping companies of all sizes build, re-build, and grow the customer success function. She shares a ton of knowledge with us.

Understanding what customers want beyond the scope of the project
Fundamental KPIs for the first implementation of Customer Success
The NRR - Net Retention Rate
The number one mistake when setting up Customer Success
The right leading indicators necessary to get Customer Success right
Behavioral KPIs to track in Customer Success
What makes a good CSM
What makes a good weekly CSM One on One
What consultants should be doing for their own Customer Success score