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Customer Success Talks

Latest episodes

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Jan 28, 2025 • 34min

The Secrets to Reducing Churn with Greg Daines

Join Greg Daines, a SaaS CEO and renowned churn reduction expert, as he uncovers secrets to retaining customers. He reveals why simple satisfaction isn't enough to prevent churn, emphasizing that measurable results are key. Discover surprising truths about NPS and its weak correlation with retention. Learn how to identify early signs of churn and accelerate customer onboarding for quick wins. Greg’s insights show that even bad results can foster loyalty, making this a must-listen for anyone in customer success!
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Jan 15, 2025 • 46min

Skills & Mindset for Customer Success Managers in 2025 with Thomas Voigt

Join Thomas Voigt, founder of the CS Academy, as he shares invaluable insights for Customer Success Managers aiming for success in 2025. He emphasizes the critical importance of adopting a commercial mindset and thinking systemically to amplify results. Discover how leveraging AI can transform customer interactions and elevate your role. Thomas also discusses common pitfalls CSMs face and how to avoid them while providing a special discount on CS Academy courses. Prepare to enhance your skills and thrive in the ever-evolving landscape of customer success!
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Dec 19, 2024 • 40min

Essential Soft Skills for Growth in Customer Success | Nieves Canada

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
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Dec 4, 2024 • 49min

Bridging the Gap | Customer Success Meets Product Management | With Delia Visan

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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Nov 27, 2024 • 41min

Scaling Customer Success: Digital Strategies and Automation | Nick Morris

Nick Morris, Director of Customer Success at Gainsight, shares his remarkable journey from the beer industry to SaaS. He highlights the evolution of Customer Success and the vital role of digital strategies and automation. Topics of interest include the contrasts between digital and scaled models, and how to align these with customer needs. Nick offers practical steps on automating processes while preserving human connections, ensuring efficiency and enhanced customer engagement. His insights provide valuable guidance for both newcomers and seasoned professionals in the field.
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Nov 20, 2024 • 43min

How Customer Education Drives Retention and Success | Vicky Kennedy

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
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Nov 7, 2024 • 53min

The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps

Dr. Christopher Phelps, an entrepreneur and Cialdini Method certified trainer, dives into the art of ethical persuasion. He outlines Dr. Cialdini's 7 principles, explaining how reciprocity and liking can build lasting client relationships. Unity and social proof are highlighted as crucial for fostering loyalty and influencing decisions. Phelps also discusses the importance of authority in being a trusted advisor and the role of scarcity in marketing. His insights provide a robust framework for customer success through genuine persuasion.
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Nov 7, 2024 • 41min

The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps

Dr. Christopher Phelps, US CEO of the Robert Cialdini Institute and expert in persuasion, shares his insights on using ethical persuasion in customer success. He explains 'Pre-suasion' and its power in influencing behavior. Discover how to navigate the 'Do Nothing' choice in decision-making and tackle customer resistance to change. Phelps also discusses leveraging persuasion techniques to drive upselling, enhancing engagement by understanding customer needs rather than making assumptions. Tune in for practical strategies to elevate your influence!
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Oct 23, 2024 • 30min

From Cost Center to Profit Center: Showcasing Customer Success Impact | Steven Cronin

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
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Oct 9, 2024 • 34min

The Power of Visual Communication | Jay Sanchez

In this discussion, Jay Sanchez, an expert in visual communication and creator of EstellaVite, shares how visuals can revolutionize customer success management. He reveals how visual aids reduce meeting times and enhance onboarding for complex products, emphasizing the power of mind maps and visual workflows. Jay also highlights the psychological effects of color and design on decision-making. With practical insights on choosing between visual and verbal communication, this conversation is rich with actionable strategies to boost customer engagement and understanding.

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