Customer Success Talks

In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale. You can find the full conversation below:YouTube - https://youtu.be/63GecVQZ1qESpotify - https://open.spotify.com/episode/0WE3pzr5cdWmYfyhboPdzX?si=b50c779f91434f1fLinkedin:Jan Young - https://www.linkedin.com/in/jan-young-cx/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Nav Thomas - https://www.linkedin.com/in/navneeththomas/ Needing couching? Check Jan's website - https://www.janyoungcx.com/Check out CXxchange - https://www.thecxxchange.com/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.You’ll learn:- When and how to send surveys for maximum response and impact- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types- How to collaborate cross-functionally to drive change- A practical, step-by-step guide to launching or improving your own survey strategyWhether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeufConnect with Us:Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/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/

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys?🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://www.vitally.io/demo-airpodsIn this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience designing impactful customer experiences across industries from SaaS and fintech to healthcare and education, Vaishali shares exactly:- The 3 pillars of a world-class customer experience- How CX and CS roles complement (and differ from) each other- What a well-designed customer journey really looks like- How to start a CX project when no one owns it yet- Ways to align teams internally and use AI for smarter CX- Tangible steps to elevate proactive customer successWhether you're a CSM, CX leader, or just getting started in customer-centric roles, this episode is packed with strategic insight and actionable advice.Connect with Us:Vaishali Dialani - https://www.linkedin.com/in/vaishalidialani/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/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=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Kai-Markus Mueller, a neuroscientist and consumer behavior expert, discusses the hidden dynamics of negotiation that can make or break deals. He reveals how framing can influence perceptions of value, using the Prada sweater strategy to illustrate this. The power of anchoring, why silence can be your secret weapon, and the psychology behind decision-making are explored in depth. Listeners gain insights on effective negotiation tactics that can be applied immediately, enhancing their sales and customer success strategies.

In a captivating discussion, Andrew Marks, co-founder of SuccessHACKER and expert in post-sales strategies, unpacks the transformative power of the Voice of the Customer (VoC) framework. He emphasizes how a solid VoC program fosters customer satisfaction and drives revenue growth. Andrew shares insights on crafting compelling customer stories and the importance of continuous listening. He also provides practical tips for echoing customer sentiments to build stronger connections, transforming feedback into powerful drivers of organizational improvement.

Join Marija Skobe-Pilley, a Customer Success leader and founder of Women in Customer Success, as she dives into the importance of an entrepreneurial mindset for CSMs. She shares tactical advice on mastering revenue conversations and discovering upsell opportunities without coming off as 'salesy.' Marija emphasizes the significance of understanding customer metrics and offers insights into building confidence through practice. This conversation is rich with actionable strategies to elevate your customer success game!

Diego Fernandez Perez De Ponga, CEO of Port Hotels and author of 'The Art of Revenue', dives into how Customer Success Managers can adopt revenue management tactics for growth. He highlights the importance of data-driven decision-making to predict churn and improve client relationships. Diego emphasizes segmentation's role in enhancing customer outcomes and discusses transforming customer success from a cost center to a profit center. His insights equip listeners with actionable strategies to become more strategic and revenue-focused in their roles.

AI is reshaping Customer Success—but are we using it the right way?In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://www.vitally.io/demo-airpodsWe explore:- Why not every company should rush to adopt AI- The real AI skill every CSM should master (hint: it’s not just prompting!)- The dangers of misusing AI in high-touch relationships- The future role of CSMs in an AI-driven world. Whether you're new to CS or leading a team, this episode will help you think more strategically about AI and its role in your work. Want to explore Vitally and get a free pair of AirPods Pro after a qualified demo?Click here: vitally.io/cstalksConnect with Us:Jamie Davidson - https://www.linkedin.com/in/davidsonjamie/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/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=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Kelley Turner, SVP of Global Customer Success at Vitally.io, shares insights from her diverse journey in customer success. She discusses the transformative role of AI in driving customer retention and efficiency. Kelley emphasizes the importance of balancing technology with human relationships, showcasing prompt-writing as a crucial CSM skill. Furthermore, she provides a tactical framework for advocating AI in organizations and forecasts how AI will redefine future customer success roles, enhancing proactive strategies and streamlining workloads.

Tamara Kempf, a seasoned Regional Director of EMEA Customer Success, and Ayman Azmy, a customer-centric leader with over 20 years of experience, dive deep into what true customer success means. They discuss the importance of understanding customer outcomes over mere feature delivery. By asking probing questions, they emphasize discovering the 'why' behind customer goals. Effective communication and transparency, even when saying 'no', are highlighted as critical for building trust. Their practical strategies promise to redefine how businesses can create genuine value for their clients.