Driving Innovation in Customer Success with the 70-20-10 Methodology

CSM Practice - The Customer Success Podcast

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, transparency, and innovation within organizations.
🔸 Discover real-world applications and success stories from industry giants like IBM, Netflix, Google, and Coca-Cola.
🔸 Gain insights into the five critical stages of idea development, from inception to full implementation, fostering continuous improvement.
🔸 Learn practical methods for executives to assess and leverage the potential of this framework within their departments for optimal results.
ABOUT OUR GUEST
Tomer Laks is the CEO and Founder of Kapability Group, known for his extensive international experience in leading business operations across multiple sectors. His career includes executive roles at prominent companies globally and a focus on strategic growth and optimization. Laks is recognized for fostering a collaborative corporate culture and achieving exceptional business outcomes.
🔗 Connect with Tomer via LinkedIn: https://www.linkedin.com/in/tomer-laks-19bb141/
Watch on YouTube!

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Additional Resources:
📑 Read: CS KPIs Every High Touch Saas Company Should Track
https://www.csmpractice.com/4-customer-success-kpis-every-high-touch-saas-company-should-track/
🎥 Watch: Customer Success KPIs That Matter Most
https://www.youtube.com/watch?v=32Y1yjBryiA&list=PLczwK1eIN4nAwMfXlehUwEJmEzs5GG3OZ&index=8
🎥 Watch: Qualities of a Customer Success Leader
https://www.youtube.com/watch?v=X5iSmKEKDbc

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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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Luvut

1. Introduction (00:00:00)

2. The 70-20-10 Methodology (00:03:11)

3. Company Implementation (00:05:53)

4. KPIs for Success (00:10:50)

5. Transparency (00:13:53)

6. Indicators for Executives (00:16:47)

7. New Ideas (00:20:23)

8. Review Process (00:26:04)