Customer Success Talks

Priscila Fletcher, a seasoned Customer Success leader and founder of Latinos in Customer Success, shares her insights on thriving as a new CSM in startups. She discusses the critical first 90 days, highlighting a structured 30/60/90-day plan for success. Priscila emphasizes the importance of prioritization, building influence maps, and seeking mentors early on. She also offers practical tips for demonstrating impact and aligning with management goals, helping listeners navigate the chaos of startup life with confidence.

Jan Young, a seasoned customer experience and success practitioner, shares powerful upselling tactics. She emphasizes the importance of timing and the right approach to maintain trust with customers. Selling too early can erode relationships, so focusing on needs post-sale is crucial. Jan discusses the balance between advocacy and expansion targets, warning against quota pressure that can lead to premature selling and increased churn. She also suggests proactive strategies for spotting upsell opportunities and highlights the value of effective negotiation skills.

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.You’ll learn:- When and how to send surveys for maximum response and impact- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types- How to collaborate cross-functionally to drive change- A practical, step-by-step guide to launching or improving your own survey strategyWhether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeufConnect with Us:Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Follow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/

Vaishali Dialani, a seasoned customer experience strategist and co-author of CX5, shares insights on the vital differences between Customer Experience (CX) and Customer Success (CS). She outlines the three pillars of a successful customer journey: onboarding, proactive engagement, and advocacy. Vaishali emphasizes the importance of active customer listening and utilizing AI for a personalized experience. She also stresses the need for dedicated CX roles to break down silos and genuinely represent customer perspectives.

Kai-Markus Mueller, a neuroscientist and consumer behavior expert, discusses the hidden dynamics of negotiation that can make or break deals. He reveals how framing can influence perceptions of value, using the Prada sweater strategy to illustrate this. The power of anchoring, why silence can be your secret weapon, and the psychology behind decision-making are explored in depth. Listeners gain insights on effective negotiation tactics that can be applied immediately, enhancing their sales and customer success strategies.

In a captivating discussion, Andrew Marks, co-founder of SuccessHACKER and expert in post-sales strategies, unpacks the transformative power of the Voice of the Customer (VoC) framework. He emphasizes how a solid VoC program fosters customer satisfaction and drives revenue growth. Andrew shares insights on crafting compelling customer stories and the importance of continuous listening. He also provides practical tips for echoing customer sentiments to build stronger connections, transforming feedback into powerful drivers of organizational improvement.

Join Marija Skobe-Pilley, a Customer Success leader and founder of Women in Customer Success, as she dives into the importance of an entrepreneurial mindset for CSMs. She shares tactical advice on mastering revenue conversations and discovering upsell opportunities without coming off as 'salesy.' Marija emphasizes the significance of understanding customer metrics and offers insights into building confidence through practice. This conversation is rich with actionable strategies to elevate your customer success game!

Diego Fernandez Perez De Ponga, CEO of Port Hotels and author of 'The Art of Revenue', dives into how Customer Success Managers can adopt revenue management tactics for growth. He highlights the importance of data-driven decision-making to predict churn and improve client relationships. Diego emphasizes segmentation's role in enhancing customer outcomes and discusses transforming customer success from a cost center to a profit center. His insights equip listeners with actionable strategies to become more strategic and revenue-focused in their roles.

In this conversation, Jamie Davidson, CEO and co-founder of Vitally, shares insights from his transition to the customer success space. He discusses the importance of balancing automation with the human touch in customer interactions. Jamie emphasizes that AI should be approached cautiously, highlighting key skills that customer success managers need to thrive in an AI-driven environment. He also explores how AI can enhance data utility and improve customer engagement, ultimately arguing that AI is a powerful tool for scaling CSM efficiency rather than replacing jobs.

Kelley Turner, SVP of Global Customer Success at Vitally.io, shares insights from her diverse journey in customer success. She discusses the transformative role of AI in driving customer retention and efficiency. Kelley emphasizes the importance of balancing technology with human relationships, showcasing prompt-writing as a crucial CSM skill. Furthermore, she provides a tactical framework for advocating AI in organizations and forecasts how AI will redefine future customer success roles, enhancing proactive strategies and streamlining workloads.