Customer Success Talks

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!

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

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.

In this episode of Customer Success Talks, I had the pleasure of hearing Jay Sanchez’s inspiring story. Thank you, Jay, for opening up and sharing your personal experience with autism, a topic you are deeply passionate about and live with every day. Jay Sanchez is not only a leader in customer success but also a dedicated advocate for neurodiversity and inclusion. Starting from a background in forensic psychology and digital animation to becoming a key player in the customer success field. We dive into how visual communication can be a secret weapon for CSMs, improving collaboration with teams and customers. BUT before that, Jay opens up about what it’s like navigating the customer success world as an autistic individual, offering a candid look at the strengths and challenges that neurodivergent professionals, particularly those with autism, face. In this honest and personal conversation, Jay shares insights on: - How autism shapes their unique approach to customer success and achieving a healthy work-life balance. Join us as we explore the powerful connection between neurodiversity, visual communication, and success in the customer success field! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Youtube - https://youtu.be/jmry4nFccVY Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/ 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

In this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership. She explains why customer success isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the cornerstone of success and how to balance expansion efforts with delivering measurable results. Through intentional communication, active listening, and asking the right questions. Key Takeaways: - Customer success isn’t just about relationships—it's about delivering the outcomes customers need. - The importance of understanding human behavior, motivation, and how habits are formed in product adoption. - CSMs act as guides, ensuring customers stay on track to meet their goals. - How focusing too much on expansion at the cost of retention can harm long-term success, and why keeping customers happy through measurable results is key to reducing churn. Don’t miss Rachel’s insights, and check out her podcast The Psychology of Customer Success for even more! Connect with Us: Bayron Toruno Rachel Provan Provan SuccessPsychology of Customer Success 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

Join Prashad "Prash" Jothi, a seasoned customer success manager and award-winning strategist, as he shares his insights on thriving as an introvert in an extroverted field. Discover practical tips for building rapport through meaningful small talk and overcoming anxiety during tough calls. Prash emphasizes the power of preparation to foster confidence and effective communication. Whether you’re introverted or extroverted, his experiences offer valuable strategies to enhance your customer interactions and drive success.

In today's episode "Strategies to Secure Renewals", we dive into the art of renewals with special guest Ramses Bossuyt. With over 15 years of experience in customer experience, Ramses has held positions such as Global VP of Customer Success and Chief Commercial Officer. Now, as the founder of the advisory firm House of Retention, he focuses on helping SaaS companies achieve sustainable growth by reducing churn, building customer success organizations, and scaling operations. During our conversation, Ramses shared invaluable insights on the critical factors that impact renewals, such as proactively identifying risks, leveraging support team insights, and delivering clear value to customers. He emphasizes that renewals aren't just about the last 90 days—they're the result of actions taken throughout the customer journey. Key Takeaways: Long-Term Vision: Success in customer renewals comes from a long-term strategy, not just short-term gains. Value Delivery: Demonstrating both realized and perceived value is crucial during Quarterly Business Reviews. Stakeholder Mapping: Understanding the roles and influence of different stakeholders within an organization is key to effective renewal discussions. Tune in to learn actionable strategies that you can implement immediately to enhance your customer success efforts and drive revenue growth. Resources: Check out House of Rentention's website - www.houseofretention.com Check Tarek Slimani's post where he dives deep into Value - https://www.linkedin.com/pulse/value-perception-customer-success-tarek-slimani-vwjkf/ Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Ramses Bossuyt: https://www.linkedin.com/in/ramsesbossuyt/ Watch the episode on YouTube: https://www.youtube.com/@CustomerSuccessTalks 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. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Ali Cudby, the founder of AlignMINT Growth Strategies and author of the best-selling book "Keep Your Customers," shares invaluable insights on transforming customer success through her innovative MINT methodology. From her beginnings at the New York Times Planning Group to her strategic roles at Animal Planet TV, Ali's journey is rich with experiences that have shaped her unique perspective on customer loyalty and growth. Key Takeaways: -The importance of listening and acknowledging customers' concerns for building trust. - Differentiating between loyal and "lazy loyal" customers, and how to convert the latter. - Simple yet powerful strategies for recognizing and celebrating customers to enhance their experience. Join us as we explore how to make your customers feel seen, heard, and valued, and learn practical strategies that you can implement today to enhance customer relationships. Resources: Purchase "Keep Your Customers" by Ali Cudby: https://alignmintforgrowth.com/book/ Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Ali Cudby: https://www.linkedin.com/in/alicudby/ Listen to the episode on YouTube: https://youtu.be/d8XNsK7F-oY 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. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE https://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the great Donna Weber, a world-leading expert in customer onboarding with over two decades of experience. Donna is the author of the must-read book "Onboarding Matters" and offers a master class to help businesses optimize their onboarding processes. In this episode, we dive into the complexities of onboarding, especially when it comes to senior stakeholders. Donna shares her wealth of knowledge and practical strategies for making onboarding a success. Key Takeaways: - Understanding Stakeholder Engagement: Donna highlights the importance of getting senior stakeholders involved early in the onboarding process to ensure everyone is on the same page and committed. - Maintaining Consistent Communication: She provides tips on keeping the lines of communication open with customers, helping to manage their expectations and keep them engaged throughout their journey. - Continuous Improvement: Donna emphasizes the need for continuously gathering feedback and iterating on your onboarding process to meet the changing needs of your customers. - Effective Change Management: She discusses how to manage change effectively, stressing the need for clear communication, proper training, and support to help customers adapt to new processes or products.. Resources: Download Donna Weber's Success Plan Template: https://www.donnaweber.com/success-plan-template Learn more about Donna Weber's master class: https://www.donnaweber.com/onboarding-masterclass Purchase "Onboarding Matters" by Donna Weber: https://www.donnaweber.com/book Book recommendation; Wired to Resist: The Brain Science of Why Change Fails and A new Model for Driving Success by Britt Andreatta: https://www.amazon.de/-/en/Britt-Andreatta/dp/0997354739 Connect with on LinkedIn: Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/ Donna Weber: Watch the episode on Youtube: https://youtu.be/vul6RsDzH78 Special Announcement: https://www.linkedin.com/in/donnaweb/ 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. https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

In this episode, we're joined by Dillon Young, founder and host of the Lifetime Value podcast. Dillon is a visionary leader in customer success, helping businesses build their brands and improve their post-sales processes. With a wealth of experience in the fintech industry and a knack for making complex topics accessible, Dillon offers invaluable insights that can transform your approach to customer success. Key Takeaways: - Understanding Customer Adoption: Dillon breaks down the enigmatic term "Adoption" and explains why it's more than just login metrics. - Effective Strategies: Learn about benchmarking and how comparing similar customers can drive competitive spirit and improve adoption rates. - Aligning Internal Teams: Discover the importance of seamless communication between product, sales, and customer success teams to ensure a unified approach to customer engagement. - Measuring Success: Dillon discusses the key metrics that truly matter in customer adoption and why traditional measures like NPS might not always be the best indicators. Join us as we delve into these topics and more, offering you actionable insights to enhance your customer success strategy. You can watch today's episode on Youtube You can reach out via Linked: Dillon Young Bayron Toruno Useful Links: Lifetime Value Media Join the CS Connect Community All Depends Podcast - Customer Success Talks: Latinoamerica Be sure to subscribe to our podcast and leave a review if you enjoyed this episode. Let's keep growing, keep learning, and keep improving the world of customer success!