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How To Be Customer Centric | Tips For Nailing Your Next Leadership Role

How To Be Customer Centric | Tips For Nailing Your Next Leadership Role

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Customers are at the core of most businesses, but not every business takes the time to understand what their customers actually want and need. Great Leaders are customer centric - and in this live Q&A; you'll learn how to leverage those customer relationships to nail your next leadership role! Ask Irit Eizips, a Customer Success thought leader anything, and take your career (and your Customer Success program) to the next level.


Irit Eizips is Customer Success thought leader who’s mission is helping high growth companies, establish a proactive and scalable customer success practice. Irit is frequently featured in podcasts, books, and industry events as a subject matter expert on customer success strategy. In 2014, Irit founded CSM Practice, a boutique consulting firm providing scalable solutions to reducing churn, increasing upsells and growing advocacy. Connect with Irit Eizips on Twitter, YouTube or sign up for her weekly Customer Success newsletter.

About CSM Practice:

CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology. CSM Practice is the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at or connect with CSM Practice on Twitter, Pinterest, Instagram and Facebook.

Special thanks to the CSA (Customer Success Association) for helping to promote this event!


  • How do we get companies to realise that customer success is the responsibility of all colleagues and that everyone has a responsibility to share best practice and knowledge to help customer achieve outcomes and the business to grow?

    Question by Lisa on 2019-06-14
  • No question, just want to listen in.

    Question by Amber on 2019-06-14
  • How do I gain more customer/patient contact in order to more directly steer my knowledge of the company?

    Question by Laura on 2019-06-14
  • How to reduce churn for an SMB segment? What is the best practises that needs to be followed? How they need to be incentivised? Collaboration between AM and CS?

    Question by Mandarachalam on 2019-06-14
  • What is the best way to determine customer needs if your company has limited data points and low interactions with them based on the type of business/service?

    Question by Jana on 2019-06-11
  • No

    Question by Siva on 2019-06-11
  • What is the best way to educate your own manager and company to be more customer centric and what are the warning signs of a company that isn't customer centric.

    Question by Emily on 2019-06-10
  • .

    Question by Raashika on 2019-06-10
  • Where and why should customer success be under? VP sales? CRO? CEO?

    Question by Yarden on 2019-06-07
  • Na

    Question by Cafarelli on 2019-06-07
  • =

    Question by Frederick on 2019-06-07
  • What iis the roadmap to become Customer Centric?

    Question by ROSANA on 2019-06-07
  • No

    Question by Maylis on 2019-06-07
  • Strategies and positives to having Customer Success a focus for all organizations in a company, not just the Customer Services department.

    Question by Sean on 2019-06-06
  • How do CS teams build great customer advocates? How do great CS teams go about understanding the needs and goals of a customer on their ever-evolving customer journey?

    Question by Kristi on 2019-06-06
  • NA

    Question by Claudia on 2019-06-06
  • How to create cross team empathy for customers?

    Question by Vipul on 2019-06-06
  • How would you suggest promoting customer centricity to other departments when they say they are but you don't see them practicing it?

    Question by Julie on 2019-06-06
  • NA

    Question by Niket on 2019-06-06
  • Not at this time

    Question by Abraham on 2019-06-06
  • How to best track?

    Question by Jenni on 2019-06-06
  • nah

    Question by Michael on 2019-06-06
  • Customer Success has been focused on business outcomes from a single solution/service from the same provider. How to manage the multiple and complex solutions/applications/services scenarios?

    Question by Nuno on 2019-06-06
  • What data should be shared at a leadership level and company wide to drive customer centricity?

    Question by Justine on 2019-06-06
  • No

    Question by Meghan on 2019-06-06
  • How can I give my clients a deal (or feel like they are getting a good deal) without lowering my rate? I already over-deliver with my services and charge middle of the road rates compared to others in my field.

    Question by Rebecca on 2019-06-04
  • N/A

    Question by Conor on 2019-06-04
  • If you could have one thing be adapted by the world as quickly as the "attack on plastic straws" - what would it be?

    Question by Stephanie on 2019-06-04
  • Not at this time

    Question by Kim on 2019-06-04
  • n/a

    Question by Kenny on 2019-06-03
  • No.

    Question by Luri on 2019-06-03
  • No.

    Question by Nevs on 2019-06-02
  • What are the best practices to bring down the walls of the company functional silos and promote collaborative environment between departments with different /competing objectives.

    Question by Rumy on 2019-06-02
  • How can we get other teams in our business to understand that customer success isn’t an ‘overflow’ option to support their roles (sales, service desk, marketing etc) when they are too busy? Despite strong CSM messaging to customers it creates confusion.

    Question by Lisa on 2019-06-02
  • N/A

    Question by Monica on 2019-06-02
  • no

    Question by Adriana on 2019-06-02
  • Customer Service seems to focus on the "process" of resolving issues, but does not always focus on the human aspect. Is that an oxymoron?

    Question by Laura on 2019-05-29
  • NA

    Question by Michelle on 2019-05-28

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