Proving the Value of Customer Success: An ROI Approach

CSM Practice - The Customer Success Podcast

Join Irit Eizips and Rebecca Nerad, VP of Customer Success at FourKites, in our podcast as they explore the real value of Customer Success. Rebecca shares insights on crucial metrics for retention, growth, and cost optimization.
Delve into her expertise in demonstrating ROI through strategies like value realization and cost reduction. Explore non-monetary benefits and essential skills for CS executives.
This episode is a must-listen for CS executives and leaders who aim to enhance their understanding and skills in:

• Navigating new roles in Customer Success with confidence.
• Identifying and focusing on key metrics to effectively demonstrate ROI.
• Understanding and tracking additional metrics that reflect the CS team's impact.
• Mastering the art of calculating and proving ROI.

Embark on an insightful journey into the transformative power of Customer Success.
Watch the full video here: https://youtu.be/SziXeoIGYgU
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Additional Resources:
📑 Blog: Creating and Calculating Customer Value
https://bit.ly/49TcHEc
📑 Blog: The Importance of Investing in Customer Success
https://bit.ly/3wxFFuO
🎥 Video: CALCULATING CUSTOMER VALUE
https://bit.ly/4bWDSjk
🎥 Video: Customer Success METRICS and KPIs
https://bit.ly/3UWmMvT
🎥 Video: Customer Success – DATA, METRICS, and KPIs
https://bit.ly/49G0UcD
🎥 Video: How To Define VALUE KPIs With Your Clients
https://bit.ly/3IlFs0v
🎥 Video: CUSTOMER SUCCESS KPIs that Matter Most
https://bit.ly/3Im17G0
🎥 Video: Top CUSTOMER SUCCESS KPIs for Managing CSM Teams
https://bit.ly/49yNejv
🎥 Video: Mastering the ROI Discussion with Customers
https://bit.ly/438CPJ1
⏬ Download: CSM Board Presentation Template: Presenting to Board of Directors
https://bit.ly/48BDkfW

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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. Intro (00:00:00)

2. Executives Challenges (00:01:00)

3. Metrics to Prove ROI (00:03:23)

4. Other Metrics (00:06:18)

5. Proving ROI (00:09:53)

6. Non-monetary impact (00:15:51)

7. Other metrics (00:23:28)

8. Performance impact (00:27:04)