Customer Success Talks

Andrew Marks, co-founder of SuccessHACKER, discusses the importance of Voice of the Customer (VoC) framework, its impact on customer satisfaction and revenue, creating customer stories from feedback, and the role of effective communication. Insights include continuous listening and balancing features for new and existing customers.

Jan Young, a remarkable guest in customer success and upselling, discusses the mindset shift in customer success, developing negotiation skills, and leveraging data for success. She highlights the three conditions for successful post-sale expansion and the importance of practicing and teamwork in negotiation. Jan also emphasizes the need to align with the company's go-to-market strategy and understand customer needs and goals for effective customer engagement.

Ayman Azmy and Aisha Bajwa, experienced professionals in CS, discuss the importance of success plans, encouraging client commitment, crafting efficient plans, effective questioning, and collaborative sharing. They also explore common mistakes and the value of simplicity and collaboration in success plans. A goldmine for those new to CS or struggling with success plans.

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 LawsonBayron TorunoNav 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