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

CSM Practice - The Customer Success Podcast

Send us a text

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!

◾️◽️◾️◽️◾️◽️◾️◽️
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

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Fejezetek

1. Introduction (00:00:00)

2. The 70-20-10 Methodology (00:04:45)

3. Company Implementation (00:07:27)

4. KPIs for Success (00:12:24)

5. Transparency (00:15:27)

6. Indicators for Executives (00:18:21)

7. New Ideas (00:22:41)

8. Review Process (00:28:22)