Customer Success Talks

In this episode, we journey into the heart of creating and cultivating a robust Customer Success (CS) culture. We explore the difference between a customer-centric approach and a full-fledged CS culture, unpacking their individual significance in the business ecosystem. We bring to light the challenges faced by CSMs in their quest to build a CS culture, from the alignment of different departments to the formation of a comprehensive strategy aimed at enhancing customer experiences. Our discussion takes a compelling twist as we dive into the scientific aspects of CS, specifically the influence of neuroscience. We'll cover the distinct characteristics seen in companies that have triumphed in creating a CS culture versus those still on the path. We'll provide actionable steps on how CSMs can effectively contribute to this transition. Don't miss this episode, loaded with invaluable insights and practical takeaways to help you build a strong, thriving customer success culture in your organization. Join us !! Connect with Ed Powers on LinkedIn. Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

We explore what emotional intelligence means in the context of customer success and why it plays a pivotal role for CSMs. Our conversation extends to the current climate of heightened global emotions and the critical role of customer success representatives in maintaining a neutral and respectful environment. This episode also challenges listeners: how do you balance the pressure of meeting goals and maintaining a specific appearance or reputation without losing yourself in the process and risking burnout? Listen in for our insights on this and many more topics that blend the art and science of emotional intelligence, rapport building, and customer success management. This episode is a must-listen for anyone looking to strengthen their emotional intelligence skills in their professional lives. Connect with Janelle Friday & Daryl Huang on LinkedIn. Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

In this episode of "Customer Success Talks," we have two amazing guests, Sydney, the current VP of Customer Success, and Ben, a recent transitionee from a customer success manager to a team lead. Sydney and Ben share their insights on the challenges and triumphs encountered during their career transitions, especially when stepping into a leadership role for the first time. They also reveal their personal experiences with the imposter syndrome, providing valuable advice for those considering a similar career move. Not only do they discuss the role transition, but they also delve into the essence of leadership itself, highlighting the significance of coaching, feedback, and setting clear expectations for a team. Connect with ⁠Ben Johns ⁠& ⁠Sydney Strader⁠ on LinkedIn. Your Host ⁠Bayron Toruño⁠ is also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

We delve into the powerful connection between compensation and Customer Success Manager (CSM) performance. With the role of CSM becoming increasingly pivotal in shaping customer experiences and ensuring long-term loyalty, aligning their compensation to their performance has never been more critical. This episode seeks to demystify the various aspects of CSM compensation, from base pay to bonuses, commissions, and non-monetary rewards. We'll explore how a well-structured compensation plan can motivate CSMs to drive customer success, thus directly contributing to business growth. Join us as we uncover the rewards of success and how they empower CSMs to go the extra mile in providing exceptional customer service. Whether you're a CSM, a team leader, or a business owner, this episode is packed with valuable insights that can positively influence your approach to compensation and performance. Tune in and equip yourself with the knowledge to drive your business towards unprecedented success. Connect with Joe Krause on LinkedIn. Your Hosts Bayron Toruño and Nav Thomas are also open to chatting with you! Join CS Connect, you will love it!!!!

In this insightful episode of Customer Success Talks: Real Challenges, Experts Advice, we dive into the world of OKRs. Our expert guests, Aaron Lapierre, a customer success professional, and Theeba, an Implementation Team Manager, share their valuable insights and practical experiences. We explore a fascinating challenge: linking OKRs to a company's revenue. The exchange of ideas offers new perspectives on how OKRs can boost not just customer success, but also the company's financial performance. Whether you're an experienced professional or just starting your career, this episode is filled with nuggets of wisdom to help you understand and implement OKRs effectively. Tune in to learn more! Connect with Aaron Lapierre &Theeba Chuciyanthan on LinkedIn. Your Host Bayron Toruño is also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.

In this episode, we dive into the topic of reducing churn through the power of cross-functional collaboration. We're joined by Lorenzo Serva, a ten-year veteran in the customer success field, who shares his valuable insights and strategies. We discuss the challenges faced by customer success professionals in organizations where different departments influence various stages of the customer journey. Lorenzo, alongside our co-host Nav, guides us through understanding churn, the important metrics to track, and effective strategies to combat it in a multi-department environment. This episode offers practical advice and insights into the power of teamwork in reducing churn. Join us as we continue to learn, grow, and improve the world of customer success together. Don't forget to follow our podcast for more real challenges and expert advice! Connect with Lorenzo Serva⁠ on LinkedIn. Your Hosts ⁠Bayron Toruño ⁠ & Nav Thomas are also open to chatting with you! We recommend you to join, ⁠CS Connect ⁠ a Customer Success Community.