Customer Success Talks

Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares her insights on tackling startup challenges in customer onboarding. She discusses the importance of customer journey mapping and how to efficiently measure onboarding impact. Iqbal emphasizes fostering interdepartmental collaboration to enhance the customer experience and shares practical strategies to alleviate stress within teams. With lessons drawn from her academic studies and interviews with industry pros, this conversation is a treasure trove for startups aiming for effective onboarding without burnout.

Anika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast, shares her 13 years of experience in B2B SaaS. She discusses the crucial role of strategic advisors in Customer Success, emphasizing the need to move beyond product knowledge to create real business impact. Anika highlights the importance of asking the right questions to unlock growth and nurturing meaningful relationships that align with customer goals. She also provides insights on shifting from reactive support to proactive value creation for long-term success.

In this intriguing discussion, public speaking expert Alexander Grabner-Jarlung shares his journey from customer success to mastering communication. He reveals common communication pitfalls, including pesky filler sounds, and introduces the transformative power of storytelling. Alex emphasizes linking emotions to data for impactful messaging and offers unique insights like the 'Angels and Devils Cocktail' for emotional management. With practical tips on authenticity and confidence, he empowers professionals to elevate their communication game.

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!

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!

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

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.

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.

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

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.