Customer Success Talks

Real Challenges, Experts Advice
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Customer Success Talks

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

  1. DEC 19

    Essential Soft Skills for Growth in Customer Success | Nieves Canada

    Are you transitioning into customer success or looking to grow in your early career? It starts with mastering the right soft skills! In this episode, Nieves Canada, VP of Customer Success, coach, and speaker join us to explore the vital soft skills needed for success in the ever-evolving world of customer success. Discover why soft skills like curiosity, active listening, and adaptability are critical for building strong customer relationships and driving results. 📌 What You’ll Learn: - Why curiosity, active listening, and adaptability are key for success. - How to use questions like “what for?” to truly understand customer needs. - The art of saying no while building trust with customers and colleagues. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 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 $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Nieves Canada - https://www.linkedin.com/in/nievescanada/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "CS Plan" = https://www.cs-plan.net/programs Follow Us on Social Media:Instagram: @cstalkspodcastTikTok: @customer.success6 Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
    40 min
  2. Bridging the Gap | Customer Success Meets Product Management | With Delia Visan

    DEC 4

    Bridging the Gap | Customer Success Meets Product Management | With Delia Visan

    In this episode of Customer Success Talks, host Byron Toruño explores how to effectively bridge the gap between customer success and product management with expert insights from Delian Visan, a seasoned professional with 15 years of experience in customer-facing roles. Sponsored by Flola, this conversation dives deep into the dynamic relationship between customer success and product management, offering actionable strategies for better alignment. Delia shares her personalized framework for constructively saying 'no' to customers, emphasizing the importance of contextual and transparent communication. You’ll learn how to: Align customer success and product management for seamless collaboration. Improve communication and prioritization to enhance workflows. Build stronger relationships between teams while navigating challenges. This episode is packed with practical advice for customer success managers and product managers alike, helping you bridge the gap and improve overall customer experience. 👉 Don’t miss these actionable insights to take your customer success and product management skills to the next level! Time Codes 00:00 Introduction to Customer Success Talks 01:45 Meet Delia Visan: Customer Success Expert 05:08 Transitioning to Product Management 06:20 The Role of Product Management 09:38 Bridging the Gap 14:42 Strategies for Team Alignment 25:29 Finding Fulfillment in Your Job 26:20 Balancing Customer Needs and Business Goals 34:35 The Art of Saying No to Customers 43:46 Lessons Learned from Mistakes 48:04 Conclusion and Final Thoughts Delia also introduces her practical "Saying No Framework," designed to maintain strong customer relationships while ensuring business scalability. You can find it by clicking on the link below: https://drive.google.com/drive/folders/1XiKuk6TlEv3b5VoQqmNoNHT13aOLz8Y7?usp=drive_link Tune in for actionable advice and real-life stories that will empower customer success managers and product teams alike. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 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 $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Delia Visan - https://www.linkedin.com/in/delia-visan/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Check out "Do you Speck CS" = https://doyouspeakcustomersuccess.com/do-you-speak-cs/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
    49 min
  3. Scaling Customer Success: Digital Strategies and Automation | Nick Morris

    NOV 27

    Scaling Customer Success: Digital Strategies and Automation | Nick Morris

    In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles. The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital automation with personalized approaches to drive efficiency and enhance customer engagement. Nick explains the critical differences between digital and scaled CS models, emphasizing the importance of aligning these strategies with customer needs and business goals. Key Takeaways: - Transitioning Careers: Learn how Nick leveraged his past experiences to successfully transition into Customer Success, highlighting the importance of passion and preparation. - Digital vs. Scaled CS: Understand the distinctions and synergies between fully automated digital CS and scaled CS models for SMB and enterprise customers. - Efficiency through Automation: Discover practical steps to implement automation, streamline processes, and improve CSM productivity without sacrificing human connection. Whether you're new to Customer Success or looking to enhance your current practices, this episode offers actionable advice and real-world examples to help you drive customer value at scale. 🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 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 $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Nick Morris-https://www.linkedin.com/in/nicholascmorris/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube -https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
    41 min
  4. How Customer Education Drives Retention and Success | Vicky Kennedy

    NOV 20

    How Customer Education Drives Retention and Success | Vicky Kennedy

    In today's episode, I had the pressure to talk about Customer Education and how it's interconnected with Customer Success, with Vicky Kennedy, CEO of Echtus and a leading expert in developing customer-focused learning programs. Vicky shares her experience in crafting data-driven, strategic education initiatives that go beyond onboarding, helping organizations drive deeper engagement, higher adoption, and lasting customer loyalty. Vicky brings light to the strategic importance of customer education in driving customers' success. She explores how well-structured education programs can significantly enhance product adoption, customer retention, and overall satisfaction. She shares best practices for creating effective educational content, how to measure success, and how customer education can help businesses engage and retain customers in the long term. Key Takeaways: Best practices for designing scalable and effective education programs. How to measure the impact of education on customer retention and satisfaction. How to turn education into a growth lever for your organization. The future of customer education and emerging trends. Whether you're a customer success manager, product strategist, or team leader, this episode is packed with actionable insights that will help you elevate customer relationships and empower users through education. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 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 $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Meet Echtus - http://www.echtus.com Connect with Us: Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
    43 min
  5. The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps

    NOV 7

    The Power of Persuasion in Customer Success: Cialdini's 7 principles of influence | Dr. Chris Phelps

    In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience in teaching professionals the mastery of persuasion, Chris brings a unique blend of hands-on expertise and psychological insight, making him the perfect guide for this essential skill. In Part 1 of our two-part series, Chris explores Dr. Robert Cialdini's 7 principles of persuasion and reveals practical ways customer success managers (CSMs) can apply these strategies to deepen client relationships and drive success. The 7 Principles of Persuasion: Reciprocity – People naturally dislike feeling indebted, so offering value encourages clients to reciprocate. Commitment – Consistency is key; people tend to commit to actions aligned with their values. Social Proof – People are influenced by what they see others doing. Authority – People trust authoritative figures and credible sources. Liking – People are more likely to agree with those they feel similar to or like. Scarcity – Limited availability increases demand. Unity – Shared identity strengthens bonds. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 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 $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
    53 min
  6. The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps

    NOV 7

    The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps

    In Part 2, Dr. Phelps dives deeper into the practical application of persuasion, covering key topics such as: - What Pre-suasion is and how to use it to influence customer behavior - The “Do Nothing” option and its role in decision-making - Effective strategies for overcoming customer resistance to change - How persuasion techniques can be used to drive upselling and increase revenue Tune in to gain valuable tips and learn how to apply these persuasion tactics to your own work! Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 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 $???: https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAO Connect with Us: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
    41 min
  7. From Cost Center to Profit Center: Showcasing Customer Success Impact | Steven Cronin

    OCT 23

    From Cost Center to Profit Center: Showcasing Customer Success Impact | Steven Cronin

    In this episode I had the pleasure of speaking with Steven Cronin, a customer success leader with over 27 years of experience in the B2B space. We kicked things off by diving into Stephen’s career journey—from his beginnings as a customer support engineer to eventually managing entire post-sales teams, including customer success, support, and professional services. One of the most insightful parts of our conversation revolved around the importance of customer success managers showcasing their impact within the organization. Stephen emphasized how critical it is for CS teams to move away from being seen as cost centers and instead highlight their role in driving revenue growth through retention, upsells, and cross-sells. Just like sales teams celebrate their wins, customer success managers should also ring the bell when they help secure renewals or grow accounts. This isn’t just about recognition—it’s about making the entire organization more customer-centric by consistently communicating the value that CS brings. Here are my main takeaways: - CS teams need to move from being seen as cost centers to revenue drivers, highlighting their role in retention and growth. - Just like sales, CS should celebrate renewals and upsells to foster a customer-centric culture. - Tracking impact through metrics like NRR, churn, and satisfaction is key to demonstrating value. Connect with Us: Steven Cronin - https://www.linkedin.com/in/stevencronin123/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Jan Young’s - Free Guide Inside: 7 steps for CS leaders to become revenue leaders. https://www.janyoungcx.com/7-steps-revenue-leader Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA 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
    30 min
  8. A Conversation with Jay Sanchez on Autism & Customer Success

    OCT 9

    A Conversation with Jay Sanchez on Autism & Customer Success

    In this episode of Customer Success Talks, I had the pleasure of hearing Jay Sanchez’s inspiring story. Thank you, Jay, for opening up and sharing your personal experience with autism, a topic you are deeply passionate about and live with every day. Jay Sanchez is not only a leader in customer success but also a dedicated advocate for neurodiversity and inclusion. Starting from a background in forensic psychology and digital animation to becoming a key player in the customer success field. We dive into how visual communication can be a secret weapon for CSMs, improving collaboration with teams and customers. BUT before that, Jay opens up about what it’s like navigating the customer success world as an autistic individual, offering a candid look at the strengths and challenges that neurodivergent professionals, particularly those with autism, face. In this honest and personal conversation, Jay shares insights on: - How autism shapes their unique approach to customer success and achieving a healthy work-life balance. Join us as we explore the powerful connection between neurodiversity, visual communication, and success in the customer success field! Connect with Us: Jay Sanchez - https://www.linkedin.com/in/jasanc13/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Youtube - https://youtu.be/jmry4nFccVY Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/ 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. Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA 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
    25 min
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About

Welcome to Customer Success Talks: Real Challenges, Expert Advice – the podcast for everyone passionate about CS! Whether you're transitioning into CS or a CSM with around three years of experience, this podcast is here for you. Our discussions tackle day-to-day CSM challenges in a practical way, ensuring value for everyone. Hosted by Bayron Toruno, a true CS enthusiast, each episode features in-depth conversations with industry experts, real-life stories, and actionable advice. Join us and be part of our community, where we grow and succeed together!

Information

  • Creator
    Real Challenges, Experts Advice
  • Years Active
    2023 - 2024
  • Episodes
    45
  • Rating
    Clean
  • Copyright
    © Real Challenges, Experts Advice
  • Show Website
    Customer Success Talks

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