Customer Success Talks

In today's CSM Quick Lesson with Vicky Kennedy, customer education can't be an afterthought! To scale, connect what your team already knows with what customers need. Listen, gather data, then build...You can find the full conversation below:YouTube: https://youtu.be/fb39GyCVtd0Spotify - https://open.spotify.com/episode/6Wc5yh82UJkbWT8nln2VFALinkedin:Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Meet Echtus - https://www.linkedin.com/company/echtus/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success managers to focus on change management, motivation, and effective communication to drive results. The conversation also highlights the significance of recognizing and rewarding small achievements to foster positive habits in customers. Ultimately, the episode provides valuable strategies for customer success leaders to navigate the complexities of their roles and improve overall customer satisfaction.Interested in Rachel's Programs? https://provansuccess.com/Check the first episode we recorded together back in 2023: https://open.spotify.com/episode/3wSbKxhl60TWNWhUdKTZZWConnect with Us:Rachel Provan - https://www.linkedin.com/in/rachelhprovan/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Dr. Christopher Phelps, you will discover that authority isn't about boasting, it's about letting others showcase expertise. Motivate action through consistency and commitment, using small steps. Scarcity drives urgency, ethically combined with reciprocity. "People just want to get something off."You can find the full conversation below:YouTube https://youtu.be/C0HJy2uwxBgSpotify - https://open.spotify.com/episode/79PwUiGOIiEOTiBofQytCC?si=_-D8vsmWRyaIZq92-kRH-ALinkedin: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/https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this insightful discussion, Denny Burda, Chief Customer Officer at River Consultancy Group, shares his expertise on scaling Customer Success effectively. He emphasizes the importance of leveraging data and experimentation to identify growth opportunities, particularly among mid-performing customers. Denny discusses automating outreach while maintaining personal connections, and converting engaged users into advocates. He also highlights the need for evolving CS skills and cross-team collaboration to drive measurable SaaS growth, along with a sneak peek into his upcoming workshop, The Revenue Lab.

In today's CSM Quick Lesson with Marija Skobe-Pille you will discover unlock career potential! Explore how expanding your role, offering solutions, and envisioning long-term goals can lead to advancement. Don't just aim for a 9-to-5; bring value and watch opportunities unfold. 'Bring me solutions, not problems.' You can find the full conversation below:YouTube - https://youtu.be/iTHdf-qYWIYSpotify - https://open.spotify.com/episode/1GepzXfaMyiBufhAUq1EpU?si=nQaOQV_SQvugetgg3C_0lALinkedin:Marija Skobe-Pille - https://www.linkedin.com/in/mspilley/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check out Women in Customer Success - https://www.womenincs.co/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I had the pleasure of recording with Bill McGowan—Emmy Award-winning journalist, bestselling author of Speak, Memorably: The Art of Captivating an Audience, and communication coach to leaders at Amazon, Facebook, Uber, LinkedIn, and more.We dive deep into what it really takes to communicate memorably in today’s remote-first business world. From avoiding jargon and filler words to mastering storytelling and empathy, Bill shares practical strategies for making every conversation, presentation, and client interaction impactful.You’ll learn:- The art of listening with empathy to build trust.- How storytelling makes you stand out from the noise.- Ways to structure a presentation like a filmmaker for maximum impact.- A simple technique to deliver bad news without damaging relationships.Whether you’re an early-career Customer Success Manager or a professional who wants to sharpen communication skills, this episode is packed with actionable insights to help you rise above the noise, engage your audience, and be remembered.Check out Bill's website, where you can find his book and more resources - https://www.claritymediagroup.com/speakmemorablyConnect with Us:Bill McGowan - https://www.linkedin.com/in/bill-mcgowan-7103b/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.' You can find the full conversation below:YouTube - https://youtu.be/d8XNsK7F-oYSpotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfwIn today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.' You can find the full conversation below:YouTube - https://youtu.be/d8XNsK7F-oYSpotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfwLinkedin:Ali Cudby - https://www.linkedin.com/in/alicudby/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Ali's book: Keep your customers - https://alignmintforgrowth.com/book/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager, shares insights from his 20 years in SaaS. He emphasizes the importance of building trust and becoming a strategic advisor rather than just a problem-solver. Discover how AI tools can streamline preparation and the significance of clear agendas in meetings. Chad also reveals the SOON Funnel technique for collaborative success, and he highlights essential skills like growth mindset and business acumen for CSMs aspiring to advance their careers.

Donna Weber, a customer onboarding expert and author of "Onboarding Matters," shares her insights on fostering trust and long-term partnerships. She emphasizes the importance of engaging stakeholders early and tailoring communication to executives. Donna discusses managing change resistance and the value of respectful, efficient meetings. She highlights the effectiveness of digital communication in maintaining momentum and suggests visualizing the onboarding journey to set clear expectations. Tune in for actionable strategies that drive customer success!

Priscila Fletcher, a seasoned Customer Success leader and founder of Latinos in Customer Success, shares her insights on thriving as a new CSM in startups. She discusses the critical first 90 days, highlighting a structured 30/60/90-day plan for success. Priscila emphasizes the importance of prioritization, building influence maps, and seeking mentors early on. She also offers practical tips for demonstrating impact and aligning with management goals, helping listeners navigate the chaos of startup life with confidence.