Best CSM Practice Podcasts (2024)

1
Should we merge CS and Support roles? 26:32

1h ago26:32

26:32

Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a…

1
354: Hamstring Muscle-Tendon Strain During Acceleration 59:21

12m ago59:21

59:21

Biceps femoris muscle-tendon strain during an entire overground sprint acceleration: a biomechanical explanation for hamstring injuries in the acceleration phase Astrella A, Iordanov D, De Caro D, et al. Sports Biomech. Published Ahead of Print. doi:10.1080/14763141.2024.2353233 Due to copyright laws, unless the article is open source we cannot leg…

1
Episode 502: Digital PMO

22h ago

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Play audio-only episode | Play video episode Click above to play either the audio-only episode or video episode in a new window. Episode Summary In this episode, we explore the intersection of PMOs and the digital transformation era with Amireh Amirmazaheri, the managing director of PMO Solutions. Amireh shares her extensive experience in PMO frame…

1
353: Knee Extensor Torque Steadiness After ACLR 1:04:38

25m ago1:04:38

1:04:38

On this episode we were joined by special guest researcher Dr. Dan Cobian from the University of Wisconsin-Madison. Knee Extensor Torque Steadiness and Quadriceps Activation Variability in Collegiate Athletes 4, 6, and 12 Months After ACL Reconstruction Cobian DG, Oppenheim ZR, Roehl TJ, et al. Orthop J Sports Med. 2024;12(6):23259671241253844. doi…

1
Why the KORE Score Framework will Retire the Net Promoter Score 30:41

1d ago30:41

30:41

Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes…

1
Dating, CS & Banter ft. Ben Winn (FirstMark) 42:05

3d ago42:05

42:05

#updateai #customersuccess #saas #business Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more. Timestamps 0:00 - Preview, …

1
352: Foot Strength and Sprinting Performance 49:37

4d ago49:37

49:37

Human foot muscle strength and its association with sprint acceleration, cutting and jumping performance, and kinetics in high-level athletes Tourillon R, Michel A, Fourchet F, et al. J Sports Sci. Published Ahead of Print. doi:10.1080/02640414.2024.2367365 Due to copyright laws, unless the article is open source we cannot legally post the PDF on t…

1
Monetizing Customer Success - A Masterclass in CS Revenue Generation 31:27

9d ago31:27

31:27

Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer succe…

1
Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast) 51:22

15d ago51:22

51:22

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Int…

1
351: Hip Functional Performance Testing 59:30

11d ago59:30

59:30

On this episode we were joined by special guest physical therapist Keelan Enseki from the University of Pittsburgh Medical Center. Evaluating functional performance tests in those with non-arthritic intra-articular hip pain: an international consensus statement Martin RL, Takla A, Disantis A, et al. Int J Sports Phys Ther. 2023;18(6). doi:10.26603/…

1
Take Your CS Operations Team to the Next Level 25:48

16d ago25:48

25:48

What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…

1
Episode 501: How to Get PMP Certification Fast: 4-Week PMP Study Plan

16d ago

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Play audio-only episode | Play video episode Click above to play either the audio-only episode or video episode in a new window. Episode Summary In this episode, Cornelius Fichtner unveils a comprehensive four-week study plan designed to help you pass the PMP exam efficiently and effectively. This episode is perfect for anyone feeling pressed for t…

1
Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk 44:19

17d ago44:19

44:19

#updateai #customersuccess #saas #business Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee…

1
350: Concussion-like Symptom Reporting 1:00:25

18d ago1:00:25

1:00:25

On this episode we were joined virtually by the Tufts DPT student journal club. Factors Associated With Concussion-like Symptom Reporting in High School Athletes Iverson GL, Silverberg ND, Mannix R, et al. JAMA Pediatr. 2015;169(12):1132. doi:10.1001/jamapediatrics.2015.2374 Due to copyright laws, unless the article is open source we cannot legally…

1
If You Don't Have a Customer Advisory Board Yet...Listen to this! 28:31

28d ago28:31

28:31

How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers inval…

1
The PM Podcast - Now on YouTube

23d ago

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Play video episode Exciting news! The Project Management Podcast is now available on YouTube. To subscribe, search for "The Project Management Podcast" in the YouTube app and look for our logo. You can also visit pm-podcast.com/youtube in your browser.By Cornelius Fichtner

1
Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER) 50:53

24d ago50:53

50:53

#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACK…

1
349: Exercise and Time Perception 47:29

25d ago47:29

47:29

The perception of time is slowed in response to exercise, an effect not further compounded by competitors: behavioral implications for exercise and health Edwards AM, Menting SGP, Elferink‐Gemser MT, et al. Brain Behav. 2024;14(4):e3471. doi:10.1002/brb3.3471 Due to copyright laws, unless the article is open source we cannot legally post the PDF on…

1
Career Change - From Tech Support to CS 26:07

1M ago26:07

26:07

Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journ…

1
Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft) 47:47

1M ago47:47

47:47

#updateai #customersuccess #saas #business Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and …

1
348: Modern Manual Therapy 52:15

1M ago52:15

52:15

A modern way to teach and practice manual therapy Kerry R, Young KJ, Evans DW, et al. Chiropr Man Therap. 2024;32(1):17. doi:10.1186/s12998-024-00537-0 Due to copyright laws, unless the article is open source we cannot legally post the PDF on the website for the world to download at will. Brought to you by our sponsors at: CSMi – https://www.humacn…

1
What You Don't Know About Customer Success Career Paths - Deltek Does! 24:46

1M ago24:46

24:46

Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to…

1
Episode 500: Celebrating Two Decades of Project Management Excellence

1M ago

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Play audio-only episode | Play video episode Click above to play either the audio-only episode or video episode in a new window. In this milestone 500th episode of The Project Management Podcast, Cornelius Fichtner reflects on nearly two decades of podcasting excellence. Since its inception in September 2005, the podcast has grown from a niche init…

1
Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory) 47:19

1M ago47:19

47:19

#updateai #customersuccess #saas #business Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his …

1
347: Hypohydration, Menstrual Phase, and Pain Perception 49:36

1M ago49:36

49:36

Hypohydration but not menstrual phase influences pain perception in healthy women Tan B, Philipp MC, Che Muhamed AM, et al. J Appl Physiol. 2022;132(3):611-621. doi:10.1152/japplphysiol.00402.2021 Due to copyright laws, unless the article is open source we cannot legally post the PDF on the website for the world to download at will. Brought to you …

1
Gen AI in Action: Boosting Customer Support and Success Strategies 29:29

2M ago29:29

29:29

Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams. Explore real-world examples showcasing AI's impact on response quality and streamlined processes. Key Hi…

1
Using Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik) 29:25

2M ago29:25

29:25

In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss: 0:00 - Meet Nick & how health scores help predict customer churn risk 7:00 - Working at LinkedIn inspired Nick's startup journey 13:03 - Nick's …

1
346: Muscle Echogenicity and Physical Function in Aging Adults 1:06:22

2M ago1:06:22

1:06:22

On this episode we were joined by special guest researcher Dr. Dustin Oranchuk from the University of Colorado. Exploring the associations between skeletal muscle echogenicity and physical function in aging adults: A systematic review with meta-analyses Oranchuk DJ, Bodkin SG, Boncella KL, et al. J Sport Health Sci. Published Ahead of Print. doi:10…

1
Special: AI for Project Project Managers

2M ago

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Play audio-only episode | Play video episode Click above to play either the audio-only episode or video episode in a new window. In this special episode, Cornelius Fichtner presents an in-depth look at how the AI for Project Managers course will elevate your understanding and application of AI in project management. The course is designed to teach …

1
CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners) 47:57

2M ago47:57

47:57

#updateai #customersuccess #saas #business John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospec…

1
345: Dry Needling for Chronic Low Back Pain 55:57

2M ago55:57

55:57

The effectiveness of dry needling in patients with chronic low back pain: a prospective, randomized, single-blinded study. Rajfur J, Rajfur K, Kosowski Ł, et al. Sci Rep. 2022;12(1):15803. doi:10.1038/s41598-022-19980-1 Due to copyright laws, unless the article is open source we cannot legally post the PDF on the website for the world to download a…

1
How Do I Deal With Challenging Customers as a CSM? 28:21

2M ago28:21

28:21

How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios! HIGHLIGHTS - Strategies for scaling CS teams from 5 to 30 members. - Tech stack recommendations for managing long-tail segmen…

1
Hyper Growth Strategies: Supercharging Customer Success Teams 22:26

2M ago22:26

22:26

Join Irit Eizips in this enlightening episode of the CSM Practice Podcast as she delves into effective customer success methodologies with Elliot Ghnassia, Chief Customer Officer at Sociabble. Discover the secrets behind successful team expansion, upsell strategies, and churn reduction in a fast-paced corporate environment. Key Highlights: - Learn …

1
How to Gain Control of Your Customers and Win Trust ft. Damien Howley 23:45

2M ago23:45

23:45

Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamp…

1
344: Contextual Effects in Physical Therapy Interventions 58:51

2M ago58:51

58:51

Which portion of physiotherapy treatments’ effect is attributable to contextual effects in people with musculoskeletal pain?: A meta-analysis of randomised placebo-controlled trials. Ezzatvar Y, Dueñas L, Balasch-Bernat M, et al. J Orthop Sports Phys Ther. Online Ahead of Print. doi:10.2519/jospt.2024.12126 Due to copyright laws, unless the article…

1
Episode 499: AI in Project Management: Promise vs. Practice (Free)

2M ago

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Play audio-only episode | Play video episode Click above to play either the audio-only episode or video episode in a new window. In this episode of The Project Management Podcast, Cornelius Fichtner sits down with Matt Mong, Chief Revenue Officer at Adeaca, to discuss the realistic integration of artificial intelligence in project management. Matt,…

1
Revolutionize Your Customer Success with Generative AI 34:40

2M ago34:40

34:40

Dive into the world of innovative Customer Success strategies with Samuel Cummings III, founder of Dataplant, as he shares groundbreaking insights on scaling operations using generative AI. Discover practical tips, the importance of embracing innovation, and valuable guidance for enhancing customer outcomes. Key highlights: Samuel Cummings III shar…

1
Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta 28:53

2M ago28:53

28:53

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:- The changing job market and …

1
343: Patient Education and Motor Control Exercise for Chronic Low Back Pain 54:28

2M ago54:28

54:28

Effectiveness of patient education plus motor control exercise versus patient education alone versus motor control exercise alone for rural community-dwelling adults with chronic low back pain: a randomised clinical trial Michener LA, McClure PW, Tate AR, et al. BMC Musculoskelet Disord. 2023;24(1):142. doi:10.1186/s12891-022-06108-9 Due to copyrig…

1
The Ultimate Guide to Scaling Customer Success for Maximum Results 30:32

3M ago30:32

30:32

Join Irit Eizips in an insightful conversation with Christine Boermeester, Senior Director of Customer Success at Deltek. This episode delves into innovative strategies for scaling Customer Success operations, highlighted by Deltek's journey in structuring their CS team and implementing specialized roles. 🔍 Key Takeaways: - Insights into building s…

1
Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona) 35:48

3M ago35:48

35:48

Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the differenc…

1
342: Skill Acquisition Interventions in Sport 1:00:46

2M ago1:00:46

1:00:46

Skill acquisition interventions for the learning of sports-related skills: A scoping review of randomised controlled trials Choo L, Novak A, Impellizzeri FM, et al. Psychol Sport Exerc. 2024;72:102615. doi:10.1016/j.psychsport.2024.102615 Due to copyright laws, unless the article is open source we cannot legally post the PDF on the website for the …

1
Episode 498: AI for PMs: Hype or Help? Survey Says... (Free)

3M ago

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Play audio-only episode | Play video episode Click above to play either the audio-only episode or video episode in a new window. Cornelius Fichtner welcomes Elizabeth Harrin to explore the transformative effects of artificial intelligence on the project management landscape. Elizabeth, a seasoned project manager and author, shares insights from her…

1
Driving Innovation in Customer Success with the 70-20-10 Methodology 35:55

3M ago35:55

35:55

What is the 70-20-10 framework and how can business executives leverage it for organizational growth and optimization? Tomer Laks, CEO & Founder of Kapability Group, offers a roadmap for profound organizational transformation in this episode! Key Highlights: 🔸 Explore how the 70-20-10 framework enhances change management, communication, transparenc…

1
Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst) 51:22

3M ago51:22

51:22

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the- Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customersSeth emphasizes failing for…

1
341: Achilles Tendinopathy in Collegiate Runners 59:08

3M ago59:08

59:08

On this episode we were joined by special guest researcher Dr. Mikel Joachim from the University of Wisconsin-Madison Preinjury Knee and Ankle Mechanics during Running Are Reduced among Collegiate Runners Who Develop Achilles Tendinopathy Joachim MR, Kliethermes SA, Heiderscheit BC. Med Sci Sports Exerc. 2024;56(1):128-133. doi:10.1249/MSS.00000000…

1
Why You Need NPS Surveys! 27:43

3M ago27:43

27:43

Join Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuses on the innovative application of personalized Net Promoter Score (NPS) surveys and their role in transforming customer engagement and success across diverse industries. 🔍 Key Takeaways: - Examination of how cu…

1
Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki 50:45

3M ago50:45

50:45

Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values. Timestamps 0:00 - Preview & Intros 2:25 - …

1
340: Verbal Cues and GRF Loading Rates During Running 54:45

3M ago54:45

54:45

Cues to land softly and quietly result in acute reductions in ground reaction force loading rates in runners Sara LK, Gaudette LW, Souza Júnior JR de, et al. Gait Posture. 2024;109:220-225. doi:10.1016/j.gaitpost.2024.02.008 Due to copyright laws, unless the article is open source we cannot legally post the PDF on the website for the world to downl…

1
Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know 24:39

3M ago24:39

24:39

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints. Key Highlights:…

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CSM Practice Podcasts

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