Customer Success Talks

Join Mickey Powell, Co-founder of Update AI, as he discusses the impact of AI in Customer Success and how it enhances communication. Learn about leveraging AI in post-sales functions, the challenges of onboarding, the power of Chat GPT for CSMs, and personalizing communication for customer retention.

Akshat Mathur, an expert in customer success, shares insights on the importance of proactiveness in customer success and strategies for transitioning from a reactive to proactive approach. He emphasizes breaking out of comfort zones to maximize efficiency and impact.

Join us as we explore personal branding for CSMs with Ty LaFramboise, a former Submarine Officer turned Customer Success Manager, and Sally Stoewe, co-founder of Customer Obsessing Consulting. Topics include articulating value in internal meetings, positioning as trusted advisors, amplifying the customer's voice, success story of bi-weekly meetings with the CEO, and leveraging personal branding for introverted CSMs.

Customer success experts share tips for overcoming challenges at in-person events. Topics include connecting with speakers, handling difficult customers, effective post-event follow-up strategies, navigating networking events, and managing a packed event schedule.

In today's episode, we explore the evolving landscape of Impact Reviews (No more "QBRs"). Joining us is, Jenifer Peters and Kenn Kreutzer, who both bring a wealth of experience and fresh perspectives to this crucial topic. We will focus on: - Redefining QBRs as Impact Reviews: We kick off with a fundamental question: Why is Impact Reviews a more fitting term than QBRs in today's customer success narrative? - Training for High-Impact Conversations: A key challenge in conducting successful Impact Reviews is having the right training. - Data Selection for Maximum Impact: One of the critical components of an Impact Review is presenting valuable data. - Maintaining Customer Engagement: We further explore techniques and approaches that ensure clients remain engaged throughout the Impact Review. Quick-Fire Questions: - Which stakeholders should be involved in Impact Reviews?- Ideal frequency for Impact Reviews. - How long does your impact review session last? - Should we use this important meeting for upselling and cross-selling? This episode is a must-listen for any customer success professional looking to enhance their approach to customer meetings and make them more impactful. Join us as we uncover the secrets to transforming QBRs into meaningful, data-driven Impact Reviews with Jenifer and Kenn. You can find us on Youtube Connect with us on LinkedIn: Jennifer Peters Ken Kreutzer Bayron Toruno

In today's episode, we delve into the art of communication with senior stakeholders in customer success. We're thrilled to welcome James Lawson, an award-winning Customer Success leader with over 20 years of experience. The challenges we will cover today are: - Over-Communication Pitfalls: James Lawson shares his insights on avoiding the common trap of over-communicating in the customer success industry. We explore strategies for CSMs to convey their messages effectively, ensuring they don't overshadow their customers' needs. - Engaging Senior Customers Effectively: We delve into techniques for effectively engaging with senior customers, particularly during initial meetings. We will focus on how to extract vital information from less communicative customers and build more than just relationships. - Balancing Empathy and Assertiveness: In the high-pressure world of senior stakeholder management, striking the right balance between empathy and assertiveness is crucial. Join us for an episode filled with expert advice and practical strategies to elevate your stakeholder communication skills in customer success. You can find us on Youtube Connect with us on LinkedIn: James Lawson Bayron Toruno Nav Thomas

Join us in this episode as we delve into the world of Customer Success with Irina Vatafu, a seasoned leader with 8 years of experience in customer-facing roles. Irina has not only led Customer Success initiatives but has also been on the front lines as both a leader of CSMs and a CSM herself. In today's conversation, we will explore the concept of Change Management in Customer Success and its importance for CSMs in assisting their customers with managing change. Irina shares valuable insights into overcoming challenges such as building trust with internal teams and communicating the true value of change. Discover actionable strategies for ensuring smooth transitions, gaining trust, and effectively conveying the benefits of change. Plus, learn how to spot common signs of resistance within a customer's internal team. Tune in to empower your Customer Success strategies and master the art of Change Management with Irina Vatafu. Connect with Irina Vatafu on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! We are now available on YouTube

🎙️ Explore Your CS Career 🚀 In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success careers. Join us as we tackle three crucial challenges that every CS professional faces at some point in their journey: 1. The first step to finding a job is to know the value you, as a CSM, can bring to the organization 2. Tailoring CVs for Success: Learn how to craft a standout CV that highlights your CS achievements. 3. Beating Burnout: Tips for Resilience: Explore effective strategies to prevent and overcome CS burnout. Tune in for career-transforming insights and empower your CS journey! 🌟 Resources: - STAR Method - CS Insider Connect with Carly Agar and Katrina Kugelmeier on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

In this episode, we delve into the world of "Exploring Digital Customer Success" with our special guest, Alex Turkovic, known for his YouTube channel "Digital Customer Success." As businesses shift towards digital landscapes, customer success strategies are undergoing significant transformations. Tune in as we address key challenges, including implementing digital tools, ensuring data privacy and security, and striking a balance between automation and human touch. Discover how organizations can harness the power of digital customer success and gain insights from Alex's expertise in this realm. Join us for an insightful conversation that unravels the complexities of digital customer success strategies. Do you want to learn more about Digital Customer Success? Join Alex's amazing ⁠YouTube channel.⁠ Connect with Alex Turkovic on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

In the fast-paced world of Customer Success, the initial months of a CSM role can be both exhilarating and overwhelming. How does one strike the right balance between learning and demonstrating immediate impact? How can a new CSM ensure they're on the right path to long-term success? In this episode, we're joined by two seasoned professionals: Bhumika Arora, a customer success career coach with a proven track record in various CS roles, and Lara Javalyn, who brings a rich tapestry of diverse experiences to her current role as a Senior Account Manager. Together, they unpack: Strategies for the first 30, 60, and 90 days in a CSM role. Navigating the challenges of making an impact and continuous learning. Insights into common obstacles faced by new CSMs and advice on overcoming them. Whether you're stepping into the customer success domain for the first time or are a seasoned professional looking for fresh insights, this episode offers a goldmine of advice to set you on a path of excellence. Dive in and discover the art of transitioning from a rookie to a pro in Customer Success. Take a look at the resource below: - Code for Success Coaching certification: BALAUNCH39, and this is for 60% Off. - Take a look at Bhumika's coaching program and resources, Ruffday Coaching - What is a RACI Chart? - For CS free learning materials and certifications check the following academics, Udemy, Aspireship, Gainsight, Planhat, and Catalyst.io - We recommend you to join, CS Connect a Customer Success Community. Connect with Lara Javalyn on LinkedIn. Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!