Customer Success Talks

In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexander Grabner-Jarlung. From overcoming filler sounds to leveraging storytelling, Alex shares practical techniques to boost your communication skills both in business and life.Highlights:🔑 Common communication mistakes and how to avoid them.🎯 The power of storytelling to connect emotions with data.✨ How to mix the "Angels and Devils Cocktail" to optimize your mindset and emotions.💡 Tips to stay authentic and confident in any interaction.💬 Have questions or tips of your own? Drop them in the comments! Don’t forget to like, share, and subscribe for more practical advice for CSMs navigating their journey.Connect with Us:Alexander Grabner-Jarlung -   / alexander-grabner-jarlung  Bayron Toruno -   / bayron-toru%c3%b1o-solano-3a9408113  🖥 Resources Mentioned:Explore Presenter Mastery - www.presentermastery.comAlex's Website - https://www.grabnerjarlung.com/Watch David JP Phillips’ TED Talk: The Magical Science of Storytelling - -    • The magical science of storytelling |...  Learn more about Public Speaking with David JP Phillips - https://www.davidjpphillips.com/and don't forget about Youtube -    / @davidjpphillips  Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power...We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.Spotify - https://open.spotify.com/episode/5R8k...Youtube -  https://www.youtube.com/watch?v=P8cgifrex5c

In this episode, we dive deep into the world of customer retention with the legendary Greg Daines, also known as "The Churn Doctor." 🌟 With years of experience as a SaaS CEO and customer success leader, Greg shares actionable strategies, shocking insights from his research, and practical tips to reduce churn and drive measurable results. 🎯 Topics Covered: - Why customer satisfaction alone doesn’t guarantee retention - The surprising truth about the correlation (or lack thereof) between NPS and customer retention - The #1 predictor of long-term customer loyalty: Measurable Results - Why showing even bad results can build stronger client relationships - Early warning indicators to spot churn risks before they arise - Practical steps to shorten the time-to-value and boost adoption 🚨 Key Takeaway: Customers don’t leave because they’re unhappy—they leave when they don’t see results. Learn how to focus on results-driven strategies that create lifelong customer bonds. 📚 Don’t miss Greg’s eBooks: 23 Ways to Reduce Churn - https://www.gregdaines.com/ebooks The Churn Guide - https://www.gregdaines.com/guide-to-churn 💡 Get More Insights: 👉 Visit Greg's website for the CRS (Customer Results Strategy) Guide - https://www.gregdaines.com/crs-download 👉 Watch now to transform how you approach churn reduction and customer success! ✅ Subscribe for More: Stay tuned for more expert advice, actionable tips, and inspiring stories. Connect with Us: Greg Daines - https://www.linkedin.com/in/gregdaines/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow Us on Social Media: Instagram: @cstalkspodcast TikTok: @customer.success6 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Get ready to kickstart 2025 with actionable insights tailored for Customer Success Managers! In this episode, Thomas Voigt, founder of the CS Academy, shares his predictions for the future of customer success, highlighting essential skills, mindsets, and strategies needed to thrive. Topics include developing a commercial focus, embracing data-driven approaches, practicing system thinking, and leveraging AI to elevate your role. Plus, Thomas shares a valuable discount for his CS Academy courses and reflects on lessons learned from his journey. In this episode, we dive into: - Why thinking commercially is the game-changer for every CSM. - The “system thinking” approach to breaking silos and amplifying results. - Why embracing AI can elevate both you and your customers’ success. - And the biggest mistake CSMs are making (and how to avoid it!). 📅 Discount details: 30% off CS Academy services using code CSTALKS30. Available until February 28, 2025! 👉 Visit the CS Academy: www.thecsacademy.net Join us for an engaging conversation filled with practical tips and inspiration for taking your customer success career to new heights. Don’t forget to like, comment, and subscribe for more content designed for early-career and aspiring CSMs! Connect with Us: Thomas Voigt- https://www.linkedin.com/in/thomas-voigt/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Follow Us on Social Media: Instagram: @cstalkspodcast TikTok: @customer.success6 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

Are you transitioning into customer success or looking to grow in your early career? It starts with mastering the right soft skills! In this episode, Nieves Canada, VP of Customer Success, coach, and speaker join us to explore the vital soft skills needed for success in the ever-evolving world of customer success. Discover why soft skills like curiosity, active listening, and adaptability are critical for building strong customer relationships and driving results. 📌 What You’ll Learn: - Why curiosity, active listening, and adaptability are key for success. - How to use questions like “what for?” to truly understand customer needs. - The art of saying no while building trust with customers and colleagues. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Nieves Canada - https://www.linkedin.com/in/nievescanada/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "CS Plan" = https://www.cs-plan.net/programs Follow Us on Social Media:Instagram: @cstalkspodcastTikTok: @customer.success6 Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode of Customer Success Talks, host Byron Toruño explores how to effectively bridge the gap between customer success and product management with expert insights from Delian Visan, a seasoned professional with 15 years of experience in customer-facing roles. Sponsored by Flola, this conversation dives deep into the dynamic relationship between customer success and product management, offering actionable strategies for better alignment. Delia shares her personalized framework for constructively saying 'no' to customers, emphasizing the importance of contextual and transparent communication. You’ll learn how to: Align customer success and product management for seamless collaboration. Improve communication and prioritization to enhance workflows. Build stronger relationships between teams while navigating challenges. This episode is packed with practical advice for customer success managers and product managers alike, helping you bridge the gap and improve overall customer experience. 👉 Don’t miss these actionable insights to take your customer success and product management skills to the next level! Time Codes 00:00 Introduction to Customer Success Talks 01:45 Meet Delia Visan: Customer Success Expert 05:08 Transitioning to Product Management 06:20 The Role of Product Management 09:38 Bridging the Gap 14:42 Strategies for Team Alignment 25:29 Finding Fulfillment in Your Job 26:20 Balancing Customer Needs and Business Goals 34:35 The Art of Saying No to Customers 43:46 Lessons Learned from Mistakes 48:04 Conclusion and Final Thoughts Delia also introduces her practical "Saying No Framework," designed to maintain strong customer relationships while ensuring business scalability. You can find it by clicking on the link below: https://drive.google.com/drive/folders/1XiKuk6TlEv3b5VoQqmNoNHT13aOLz8Y7?usp=drive_link Tune in for actionable advice and real-life stories that will empower customer success managers and product teams alike. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Delia Visan - https://www.linkedin.com/in/delia-visan/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "Do you Speck CS" = https://doyouspeakcustomersuccess.com/do-you-speak-cs/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles. The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital automation with personalized approaches to drive efficiency and enhance customer engagement. Nick explains the critical differences between digital and scaled CS models, emphasizing the importance of aligning these strategies with customer needs and business goals. Key Takeaways: - Transitioning Careers: Learn how Nick leveraged his past experiences to successfully transition into Customer Success, highlighting the importance of passion and preparation. - Digital vs. Scaled CS: Understand the distinctions and synergies between fully automated digital CS and scaled CS models for SMB and enterprise customers. - Efficiency through Automation: Discover practical steps to implement automation, streamline processes, and improve CSM productivity without sacrificing human connection. Whether you're new to Customer Success or looking to enhance your current practices, this episode offers actionable advice and real-world examples to help you drive customer value at scale. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Nick Morris-https://www.linkedin.com/in/nicholascmorris/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube -https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In today's episode, I had the pressure to talk about Customer Education and how it's interconnected with Customer Success, with Vicky Kennedy, CEO of Echtus and a leading expert in developing customer-focused learning programs. Vicky shares her experience in crafting data-driven, strategic education initiatives that go beyond onboarding, helping organizations drive deeper engagement, higher adoption, and lasting customer loyalty. Vicky brings light to the strategic importance of customer education in driving customers' success. She explores how well-structured education programs can significantly enhance product adoption, customer retention, and overall satisfaction. She shares best practices for creating effective educational content, how to measure success, and how customer education can help businesses engage and retain customers in the long term. Key Takeaways: Best practices for designing scalable and effective education programs. How to measure the impact of education on customer retention and satisfaction. How to turn education into a growth lever for your organization. The future of customer education and emerging trends. Whether you're a customer success manager, product strategist, or team leader, this episode is packed with actionable insights that will help you elevate customer relationships and empower users through education. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Meet Echtus - http://www.echtus.com Connect with Us: Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience in teaching professionals the mastery of persuasion, Chris brings a unique blend of hands-on expertise and psychological insight, making him the perfect guide for this essential skill. In Part 1 of our two-part series, Chris explores Dr. Robert Cialdini's 7 principles of persuasion and reveals practical ways customer success managers (CSMs) can apply these strategies to deepen client relationships and drive success. The 7 Principles of Persuasion: Reciprocity – People naturally dislike feeling indebted, so offering value encourages clients to reciprocate. Commitment – Consistency is key; people tend to commit to actions aligned with their values. Social Proof – People are influenced by what they see others doing. Authority – People trust authoritative figures and credible sources. Liking – People are more likely to agree with those they feel similar to or like. Scarcity – Limited availability increases demand. Unity – Shared identity strengthens bonds. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In Part 2, Dr. Phelps dives deeper into the practical application of persuasion, covering key topics such as: - What Pre-suasion is and how to use it to influence customer behavior - The “Do Nothing” option and its role in decision-making - Effective strategies for overcoming customer resistance to change - How persuasion techniques can be used to drive upselling and increase revenue Tune in to gain valuable tips and learn how to apply these persuasion tactics to your own work! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode I had the pleasure of speaking with Steven Cronin, a customer success leader with over 27 years of experience in the B2B space. We kicked things off by diving into Stephen’s career journey—from his beginnings as a customer support engineer to eventually managing entire post-sales teams, including customer success, support, and professional services. One of the most insightful parts of our conversation revolved around the importance of customer success managers showcasing their impact within the organization. Stephen emphasized how critical it is for CS teams to move away from being seen as cost centers and instead highlight their role in driving revenue growth through retention, upsells, and cross-sells. Just like sales teams celebrate their wins, customer success managers should also ring the bell when they help secure renewals or grow accounts. This isn’t just about recognition—it’s about making the entire organization more customer-centric by consistently communicating the value that CS brings. Here are my main takeaways: - CS teams need to move from being seen as cost centers to revenue drivers, highlighting their role in retention and growth. - Just like sales, CS should celebrate renewals and upsells to foster a customer-centric culture. - Tracking impact through metrics like NRR, churn, and satisfaction is key to demonstrating value. Connect with Us: Steven Cronin - https://www.linkedin.com/in/stevencronin123/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Jan Young’s - Free Guide Inside: 7 steps for CS leaders to become revenue leaders. https://www.janyoungcx.com/7-steps-revenue-leader Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this episode, we dive deep into how CSMs can leverage visual resources to enhance customer understanding, drive engagement, and streamline communication. Jay shares the experiences on how implementing visual aids helped reduce meeting times and improve customer onboarding for complex features. We explore real-life examples of using mind maps and visual workflows to explain technical processes and how design plays a vital role in customer perception. Key highlights include: - The effectiveness of visual resources in communication with both customers and internal teams - Tips on selecting when to use visual vs. verbal communication - The psychological impact of color and design on customer decisions Whether you're a seasoned CSM or just starting, this episode offers actionable insights on using visuals to communicate more effectively with customers, reduce complexity, and drive results. Tune in to learn how you can optimize your communication strategies with visuals! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/ Listen to the episode on Youtube - https://youtu.be/Vqeb1rCREsg We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this episode of Customer Success Talks, I had the pleasure of hearing Jay Sanchez’s inspiring story. Thank you, Jay, for opening up and sharing your personal experience with autism, a topic you are deeply passionate about and live with every day. Jay Sanchez is not only a leader in customer success but also a dedicated advocate for neurodiversity and inclusion. Starting from a background in forensic psychology and digital animation to becoming a key player in the customer success field. We dive into how visual communication can be a secret weapon for CSMs, improving collaboration with teams and customers. BUT before that, Jay opens up about what it’s like navigating the customer success world as an autistic individual, offering a candid look at the strengths and challenges that neurodivergent professionals, particularly those with autism, face. In this honest and personal conversation, Jay shares insights on: - How autism shapes their unique approach to customer success and achieving a healthy work-life balance. Join us as we explore the powerful connection between neurodiversity, visual communication, and success in the customer success field! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Youtube - https://youtu.be/jmry4nFccVY Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/ We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

In this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership. She explains why customer success isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the cornerstone of success and how to balance expansion efforts with delivering measurable results. Through intentional communication, active listening, and asking the right questions. Key Takeaways: - Customer success isn’t just about relationships—it's about delivering the outcomes customers need. - The importance of understanding human behavior, motivation, and how habits are formed in product adoption. - CSMs act as guides, ensuring customers stay on track to meet their goals. - How focusing too much on expansion at the cost of retention can harm long-term success, and why keeping customers happy through measurable results is key to reducing churn. Don’t miss Rachel’s insights, and check out her podcast The Psychology of Customer Success for even more! Connect with Us: Bayron Toruno Rachel Provan Provan SuccessPsychology of Customer Success Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $497: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO

Today I'm having an interesting conversation with Prashad "Prash" Jothi, host of the "It All Depends" podcast, a seasoned customer success manager with over four years of experience, and recognized as the 2023 Top Customer Success Manager Strategist by SuccessHacker. We delve deep into the unique challenges and strengths that introverts bring to the customer success field. Prash shares his personal journey of navigating customer interactions, handling different types of calls, and overcoming the anxiety that can come with being an introvert in an extrovert-centric role. Key Takeaways: - Building Rapport as an Introvert: Practical tips on initiating small talk which can be draining when you are an introvert, and leveraging personal insights to connect with customers. Like Prash said, " proactively share first, and then that actually triggers them to share". - Handling Difficult Conversations: Strategies for shifting your mindset, reducing anxiety, and approaching challenging customer calls with confidence. - The Power of Preparation: How thorough preparation and structured approaches can empower introverted customer success managers to gain confidence before a call. Whether you're an introvert, extrovert, or somewhere in between, this episode is packed with actionable advice to help you excel in customer success roles. Tune in to gain insights that can transform your approach to customer interactions and elevate your career. Resources: GO, RUN!! listen to It All Depends Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Bayron Toruno - LinkedIn Prashad "Prash" Jothi - LinkedIn Listen to the episode on YouTube We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. Spotify - Youtube

In today's episode "Strategies to Secure Renewals", we dive into the art of renewals with special guest Ramses Bossuyt. With over 15 years of experience in customer experience, Ramses has held positions such as Global VP of Customer Success and Chief Commercial Officer. Now, as the founder of the advisory firm House of Retention, he focuses on helping SaaS companies achieve sustainable growth by reducing churn, building customer success organizations, and scaling operations. During our conversation, Ramses shared invaluable insights on the critical factors that impact renewals, such as proactively identifying risks, leveraging support team insights, and delivering clear value to customers. He emphasizes that renewals aren't just about the last 90 days—they're the result of actions taken throughout the customer journey. Key Takeaways: Long-Term Vision: Success in customer renewals comes from a long-term strategy, not just short-term gains. Value Delivery: Demonstrating both realized and perceived value is crucial during Quarterly Business Reviews. Stakeholder Mapping: Understanding the roles and influence of different stakeholders within an organization is key to effective renewal discussions. Tune in to learn actionable strategies that you can implement immediately to enhance your customer success efforts and drive revenue growth. Resources: Check out House of Rentention's website - www.houseofretention.com Check Tarek Slimani's post where he dives deep into Value - https://www.linkedin.com/pulse/value-perception-customer-success-tarek-slimani-vwjkf/ Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Ramses Bossuyt: https://www.linkedin.com/in/ramsesbossuyt/ Watch the episode on YouTube: https://www.youtube.com/@CustomerSuccessTalks We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Ali Cudby, the founder of AlignMINT Growth Strategies and author of the best-selling book "Keep Your Customers," shares invaluable insights on transforming customer success through her innovative MINT methodology. From her beginnings at the New York Times Planning Group to her strategic roles at Animal Planet TV, Ali's journey is rich with experiences that have shaped her unique perspective on customer loyalty and growth. Key Takeaways: -The importance of listening and acknowledging customers' concerns for building trust. - Differentiating between loyal and "lazy loyal" customers, and how to convert the latter. - Simple yet powerful strategies for recognizing and celebrating customers to enhance their experience. Join us as we explore how to make your customers feel seen, heard, and valued, and learn practical strategies that you can implement today to enhance customer relationships. Resources: Purchase "Keep Your Customers" by Ali Cudby: https://alignmintforgrowth.com/book/ Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Ali Cudby: https://www.linkedin.com/in/alicudby/ Listen to the episode on YouTube: https://youtu.be/d8XNsK7F-oY We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE https://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the great Donna Weber, a world-leading expert in customer onboarding with over two decades of experience. Donna is the author of the must-read book "Onboarding Matters" and offers a master class to help businesses optimize their onboarding processes. In this episode, we dive into the complexities of onboarding, especially when it comes to senior stakeholders. Donna shares her wealth of knowledge and practical strategies for making onboarding a success. Key Takeaways: - Understanding Stakeholder Engagement: Donna highlights the importance of getting senior stakeholders involved early in the onboarding process to ensure everyone is on the same page and committed. - Maintaining Consistent Communication: She provides tips on keeping the lines of communication open with customers, helping to manage their expectations and keep them engaged throughout their journey. - Continuous Improvement: Donna emphasizes the need for continuously gathering feedback and iterating on your onboarding process to meet the changing needs of your customers. - Effective Change Management: She discusses how to manage change effectively, stressing the need for clear communication, proper training, and support to help customers adapt to new processes or products.. Resources: Download Donna Weber's Success Plan Template: https://www.donnaweber.com/success-plan-template Learn more about Donna Weber's master class: https://www.donnaweber.com/onboarding-masterclass Purchase "Onboarding Matters" by Donna Weber: https://www.donnaweber.com/book Book recommendation; Wired to Resist: The Brain Science of Why Change Fails and A new Model for Driving Success by Britt Andreatta: https://www.amazon.de/-/en/Britt-Andreatta/dp/0997354739 Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Donna Weber: Watch the episode on Youtube: https://youtu.be/vul6RsDzH78 Special Announcement: https://www.linkedin.com/in/donnaweb/ We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

In this episode, we're joined by Dillon Young, founder and host of the Lifetime Value podcast. Dillon is a visionary leader in customer success, helping businesses build their brands and improve their post-sales processes. With a wealth of experience in the fintech industry and a knack for making complex topics accessible, Dillon offers invaluable insights that can transform your approach to customer success. Key Takeaways: - Understanding Customer Adoption: Dillon breaks down the enigmatic term "Adoption" and explains why it's more than just login metrics. - Effective Strategies: Learn about benchmarking and how comparing similar customers can drive competitive spirit and improve adoption rates. - Aligning Internal Teams: Discover the importance of seamless communication between product, sales, and customer success teams to ensure a unified approach to customer engagement. - Measuring Success: Dillon discusses the key metrics that truly matter in customer adoption and why traditional measures like NPS might not always be the best indicators. Join us as we delve into these topics and more, offering you actionable insights to enhance your customer success strategy. You can watch today's episode on Youtube You can reach out via Linked: Dillon Young Bayron Toruno Useful Links: Lifetime Value Media Join the CS Connect Community All Depends Podcast - Customer Success Talks: Latinoamerica Be sure to subscribe to our podcast and leave a review if you enjoyed this episode. Let's keep growing, keep learning, and keep improving the world of customer success!

Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions. In this episode, we cover: - Operationalizing Customer Success: Why it's crucial and how to do it effectively. - Key Metrics: How to define and implement consistent metrics that align with both startups and established enterprises. - Interdepartmental Collaboration: Strategies to integrate CS workflows with sales, product, engineering, and marketing teams. - Digital Customer Success: When and how to implement digital strategies for maximizing customer engagement and satisfaction. Don't miss Rob's anecdotes and actionable strategies that will inspire you to take your customer success operations to the next level. Reach out to us via LinkedIn: Rob Zambito ⁠Success Scaled Consulting ⁠ Bayron Toruno Follow us on Youtube Additional Resources: Explore our new Customer Success Talks:Latinoamerica Listen to Alex Turkovic's podcast Digital Customer Success The 7 pillars of Customer Success Book Keep growing, keep learning, and let's keep improving the world of customer success. Until next time!

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies. - Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving. Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable. Connect with us on LinkedIn: Erica Scully Jean-Pierre Frost Bayron Toruno Watch the episode on Youtube Join CS Connect We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica. Customer Success talks: Latinoamérica - Spotify & YouTube