The Launch Station
Aug 4, 2023
Episode 06: Irit Eizips of CSM Practice on Creating wins with the First Value Delivery Framework
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Irit Eizips, CEO of CSM Practice, one of the world's leading consultants on customer success practice, talks to us about the First Value Delivery framework and how it can be used to identify quick wins for value delivery.
More episodes from The Launch Station
Oct 9, 2023
Episode 27: Enabling the right customer experience for a global product
In this episode of The Launch Station, our esteemed guest is Jess Osborn, VP Customer Success-International, GoCardless.
Jess has spent over 10 years in customer-facing roles and has been leading CS, Onboarding, and Adoption at companies like Bazaarvoice, Blackbaud, and Findhelp. She is passionate about helping companies and people be the best version of themselves.
In this episode, Jess talks about going international and how companies should be adapting their customer journeys for a global product. She also shares her insights on:
1. Strategies to enable the right customer experience for a global product
2. Optimizing the customer journey
3. Setting realistic expectations with customers
4. The key metrics to measure success
… and more. Tune in!
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Aug 4, 2023
Episode 14: Irene Lefton on bridging the gaps emerging in a remote work environment
We are kicking off Season 2 of The Launch Station with Irene Lefton, a seasoned CS leader who is currently the VP of Customer Success at MentorCloud. She acts as a CS advisor to many startups. She is always featured in the Top 25 and Top 50 CS Leaders lists year after year and is also the co-chair of the CS Network.
Irene is an expert on remote work and has been managing remote teams for the past 25+ years.
In this episode, Irene talks about:
* Remote work, its challenges, and how to make it more effective
* Forming the human connect when working remotely
* Customer relations in the remote environment
* Hiring and onboarding employees in a remote setup
… and more. Tune in!
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Aug 4, 2023
Episode 13: Deepak Kumar on Putting your Best Foot Forward in Customer Onboarding
In this episode, we talk to Deepak Kumar, Chief Customer Officer, Aryaka Networks. Deepak has worked over two decades in the enterprise software industry, and was SVP and GM at [24]7.ai. At Aryaka, his key focus is on enhancing customer experience globally.
In this episode, Deepak talks about:
* Establishing a social connection with clients
* What has changed in client servicing and customer success over the last decade
* What’s next for customer success
* Reasons implementation projects in the SaaS domain fail
… and more. Tune in!
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