Delia Visan, a seasoned customer success expert with 15 years in customer-facing roles, dives into effective collaboration between customer success and product management. She shares her personalized framework for saying 'no' to customers, emphasizing transparent communication. Delia discusses the importance of aligning teams to enhance workflows, balancing customer needs with business goals, and mastering the art of empathy in customer interactions. Tune in for actionable insights that elevate both customer success and product management strategies.
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insights INSIGHT
Both Teams Are Creators With Different Outputs
Product managers and customer success are both creators with different outputs: product and experience.
Delia says product teams need context to act on customer feedback effectively.
volunteer_activism ADVICE
Prioritize Ruthlessly And Stay Flexible
Keep a clear priority list distinguishing 'must have' from 'nice to have'.
Balance roadmap goals with bugs and be flexible to change priorities when needed.
volunteer_activism ADVICE
Ask For The Exact Data Product Needs
Ask product teams what specific information they need from customer success.
Turn answers into a business-case template so product can make informed decisions quickly.
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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!
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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
Customer Success Talks