Unlocking Customer Success: Strategies for Industry-based Organizations

CSM Practice - The Customer Success Podcast

In this enlightening podcast episode hosted by Irit Eizips, we are privileged to have Himanshu Garg, Director of Business Engineering & Technical Experience at Razorpay. Together, we explore the process of redefining customer success for industry-based organizations, offering valuable insights and practical strategies:

• Dive into crucial KPIs that play a pivotal role in driving customer success within large organizational frameworks.
• Gain best practices for effectively structuring customer success activities tailored to the specific needs of industry-based organizations.
• Emphasize the significance of understanding the customer journey and strategically establishing touchpoints to ensure a seamless and cohesive customer experience.
• Pre-sales and Post-sales Teams: Explore the benefits of having separate pre-sales and post-sales teams, led by dedicated leaders like Himanshu Garg, to provide focused attention and ensure smooth transitions throughout the customer lifecycle.

Join us in this insightful conversation to glean actionable insights into the intricacies of redefining customer success. Learn practical strategies to implement successful, customer-centric approaches within your organizational structure.
Watch the full episode here: https://youtu.be/trzDltsURI4
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Additional Resources
🎥 Watch: DESIGNING ORGANIZATIONS around Customer Success
https://youtu.be/slFFH2MIatk

🎥 Watch: How to Drive CUSTOMER SUCCESS across your Organization
https://bit.ly/3OiMM06
🎥 Watch: Unveiling the CCO Role: Insights and Strategies for Success
https://youtu.be/RNtOob0248g
🎥 Watch: The vital role of CS Operations in proactive company transformation
https://youtu.be/ILn3vRxAB38
🎥 Watch: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams
https://bit.ly/47RFtDQ
📑 Read: Tips for Building a Winning Customer Success Team Infographic
https://bit.ly/3OifVsv

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Chương

1. Intro (00:00:00)

2. CS Background (00:01:17)

3. CRO or Sales (00:02:06)

4. Positioning CS under Sales (00:04:19)

5. CS Structure (00:09:49)

6. Organization Chart (00:14:01)

7. CCO's Functions (00:15:22)

8. Structuring CS Org Chart (00:20:48)

9. Visions (00:26:06)