Converging and Diverging: Customer Experience & Customer Success
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.
Audio is streamed directly from the publisher (cdn.simplecast.com) as published in their RSS feed. Play Podcasts does not host this file. Rights-holders can request removal through the copyright & takedown page.
Show Notes
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/
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to
nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com