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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Join Irit Eizips, CCO and CEO of CSM Practice, for a session with Himanshu Garg, an expert in customer success. This podcast episode focuses on the innovative application of personalized Net Promoter Score (NPS) surveys and their role in transforming customer engagement and success across diverse industries.

🔍 Key Takeaways:

- Examination of how customized NPS surveys cater to distinct customer personas.
- Discussion on aligning customer satisfaction metrics with overarching business objectives for reciprocal benefits.
- Analysis of the impact of personalized NPS surveys on customer retention.
- Strategies for tailoring NPS surveys to address specific challenges and requirements within various sectors.

Tune into this episode on the CSM Practice Podcast to gain detailed insights into integrating personalized NPS surveys into your customer success framework.

WATCH the episode on YouTube: https://youtu.be/HBJKsgx7Uso

#CSMPracticePodcast #CustomerSuccess #Educational #NPS #StrategicAlignment #IritEizips #HimanshuGarg #Podcast #APAC #CustomerEngagement

Himanshu Garg is a celebrated figure in Customer Success, particularly in the APAC region. Recognized as one of the Top 100 Customer Success Strategists in 2021 and 2023, his contributions have significantly shaped the field. Known for his innovative approach, particularly in personalized Net Promoter Score (NPS) surveys, Himanshu has revolutionized customer engagement strategies and set new benchmarks in customer-centric excellence. His leadership and strategic insights continue to inspire and influence the evolving landscape of customer success.

🔗 Connect with Himanshu via LinkedIn: https://www.linkedin.com/in/himanshugarggarg/

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Additional Resources:

⏬ Download: 10 Rules to Building Trust with Clients

🎥 Watch: Unlocking Customer Success Strategies - Strategies for Industry Based Organizations

🎥 Watch: From NPS Surveys to Growing Advocacy|SurveySparrow

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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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📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints.

Key Highlights:

- NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for customer satisfaction and loyalty.

- Digital Engagement Revolution: Daniel's strategy to transition from human touchpoints to digital engagement led to a monumental shift, from 400,000 online transactions in 2018 to over 40 million digital touchpoints in 2023.

- Customer for Life Program: The introduction of the "Customer for Life" program under Daniel's vision has been a game-changer, ensuring every team member is accountable for customer engagement and satisfaction. This holistic approach has significantly increased adoption rates and annual renewal rates.

Daniel's journey at Qlik exemplifies how visionary leadership, coupled with a customer-centric approach, can drive remarkable growth and loyalty in the competitive tech landscape.

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Additional Resources:

📑 Read: Customer Life Time Value and Client Retention
https://www.csmpractice.com/clv-retention

📑 Read: Leading Change - John P. Kotter
https://bit.ly/4cOEfwC

📑 Read: Onboarding Matters - Donna Weber
https://bit.ly/3xubOnA

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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

◾️◽️◾️◽️◾️◽️◾️◽️

📌 Visit our Website - CSM Practice
📌 Sign up for our Newsletter