Customer Success Talks

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!

Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions. In this episode, we cover: - Operationalizing Customer Success: Why it's crucial and how to do it effectively. - Key Metrics: How to define and implement consistent metrics that align with both startups and established enterprises. - Interdepartmental Collaboration: Strategies to integrate CS workflows with sales, product, engineering, and marketing teams. - Digital Customer Success: When and how to implement digital strategies for maximizing customer engagement and satisfaction. Don't miss Rob's anecdotes and actionable strategies that will inspire you to take your customer success operations to the next level. Reach out to us via LinkedIn: Rob Zambito ⁠Success Scaled Consulting ⁠ Bayron Toruno Follow us on Youtube Additional Resources: Explore our new Customer Success Talks:Latinoamerica Listen to Alex Turkovic's podcast Digital Customer Success The 7 pillars of Customer Success Book Keep growing, keep learning, and let's keep improving the world of customer success. Until next time!

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails. Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies. - Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving. Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable. Connect with us on LinkedIn: Erica Scully Jean-Pierre Frost Bayron Toruno Watch the episode on Youtube Join CS Connect We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica. Customer Success talks: Latinoamérica - Spotify & YouTube

Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal connections and professional boundaries. In this episode, we explore: - The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust. - Understanding Personal vs. Professional Boundaries: Learn from Dannah and Hassan how top CSMs navigate the delicate balance of personal connections without compromising professionalism. - Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value. Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections. - Resources The Rebels of SaaS on Spotify & YouTube Toast Masters Club - Connect with us: Hassan Akram Dannah Vaughan Bayron Toruno - Head to Youtube https://youtu.be/N_YDahMfOSI

In this engaging discussion, Christine Naidu, a seasoned Customer Success Manager and yoga instructor with 15 years of experience, shares her insights on the vital role of storytelling in customer success. She emphasizes crafting memorable narratives that resonate with clients, even when distilling complex information. Christine shares practical tips for engaging C-suite executives and building confidence through storytelling. The conversation also highlights the significance of empathy, especially during sensitive situations, showcasing how effective storytelling fosters deeper connections with customers.