How to Scale Customer Services After a MERGER and ACQUISITION

CSM Practice - The Customer Success Podcast

Explore the art of navigating mergers and acquisitions (M&A) with Irit Eizips, a renowned Customer Success strategist, as she interviews David Collyer, CCO of ECI Software Solutions. This episode delves into ECI's journey through strategic restructuring for enhanced Customer Satisfaction and organizational adaptability post-M&A.
Key highlights include:

• ECI’s approach to integrating diverse teams and systems.
• The introduction of Customer Experience Specialist roles.
• The impact of these changes on service efficiency and Customer Satisfaction.
• Leveraging automation for scalable operations.
• David’s expert advice for successful M&A management.

Join this insightful discussion, a must-listen for SaaS executives and leaders seeking practical strategies for M&A success through the lens of Customer Success.
🔗 Watch the full episode: https://youtu.be/Vhgsjh9FSUs

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Additional Resources:
⏬ Download Infographic: The Ultimate Merger and Acquisition Playbook for Customer Success
https://bit.ly/3T3WKnM
🎥 Video: M&A Playbook Infographic Explained
https://youtube.com/shorts/Uv60KszXrPU
🎥 Watch: What To Do When MERGERS and ACQUISITIONS Take Place
https://youtu.be/RcM9FPVmgNs
🎥 Watch: MERGERS and ACQUISITIONS | Customer Success
https://youtu.be/QxynGJxFRsk
🎥 Watch: MERGERS and ACQUISITIONS Playbook for Customer Success
https://youtu.be/q89eTMmdljw
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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
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Chương

1. Intro (00:00:00)

2. Introduction (00:01:13)

3. Start of Program (00:02:26)

4. Re-structuring service organization (00:03:29)

5. Business Impact (00:09:10)

6. Scaling Process (00:12:39)

7. Centralizing Teams (00:14:39)

8. Recommendations (00:20:01)

9. Additional Tips (00:23:44)