We're thrilled to bring you a conversation with the remarkable Jan Young. Jan's and Nav’s insights are not just thought-provoking—they're game-changing. Get ready to be inspired!

In this episode go deep into: 

• Mindset Shift in Customer Success: We explore the critical transition from reactive to proactive approaches in CS. Jan provides insights into proactive tasks that not only enhance customer experience but also open doors for upselling and cross-selling opportunities.

• Developing Negotiation Skills: Tackling a common challenge among CSMs, Jan offers practical strategies for honing negotiation skills. Learn why asking the right discovery questions is just the beginning of effective customer negotiation.

• Leveraging Data for Success: In today's data-centric business world, Jan emphasizes the importance of understanding and using customer data strategically to identify sales opportunities and enhance customer engagement.

Special Insights:

• Discover the three main conditions for successful post-sale expansion: the right person, the right product, and the right timing.

• Learn why negotiation isn't an innate skill but one that can be developed through practice and teamwork.

  Resources:

• You can join the CS Office Hours Slack community by clicking JOIN.
• To be part of the amazing CS Office Hours Sessions, just click HERE
• Recommended book to read "Never Split the Difference: negotiating as if your life depended on it"
• CS Connect "Crystal Ball 2024 Report"
• Want to be part of the CS Connect Slack community? Click HERE. You can find us on LinkedIn




Connect with us on LinkedIn:⁠

Jan Young

⁠⁠Bayron Toruno⁠⁠

Nav Thomas⁠




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