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PODCAST

Customer Success Talks

Real Challenges, Experts Advice

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

business management

All Episodes

00:45:15

Cultural Awareness: Building Stronger Relationships...

Customer Success Talks ·

2025/04/30

In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace. From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal. Learn practical tips for building rapport with customers and colleagues from diverse backgrounds, avoiding cultural missteps, and fostering

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00:39:04

Getting the Most from CS Communities with Marija...

Customer Success Talks ·

2025/04/16

In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorship and micro-communities for women in CS. Linkedin: https://www.linkedin.com/in/mspilley/Ejieme

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00:45:27

The Truth About Building Customer Success Communities...

Customer Success Talks ·

2025/04/09

Welcome to the first episode of our two-part series on Customer Success Communities! In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between.Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/Mohammed Alqaq (Founder of Customer Success Middle East) Linkedin: https://www.linkedin.com/in/mohammedalqaq/Jan Young (Founder of CX Exchange) Linkedin:

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00:35:31

The Value Equation: Research, Examples, & Questions...

Customer Success Talks ·

2025/03/26

What does value really mean in customer success, and how can you ensure your customers truly experience it? In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term

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00:47:26

The Startup Challenge: How to Optimize Onboarding...

Customer Success Talks ·

2025/03/12

Startups face unique challenges like limited resources, evolving processes, and the constant need to scale. But how can they build an effective customer onboarding strategy without burning out their teams? Our guest, Taskeen Iqbal, a researcher with a PhD in Customer Success and onboarding, shares insights from her academic studies and interviews with over 50 industry professionals. to uncover insights from her academic work and industry interviews.We explore:- The key struggles startups face in

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00:39:17

Driving Business Growth as a Strategic Advisor with...

Customer Success Talks ·

2025/02/26

In this episode, we explore how to become a strategic advisor in Customer Success with Annika Zubair, Head of Customer Success at Griffin and host of the Customer Success Pro Podcast with 13 plus years in CS.Learn how to move beyond product expertise and start driving real business impact for your customers.Highlights:- What it really means to be a strategic advisor in CS.- How to shift from reactive support to proactive value creation.- The key questions CSMs should ask to unlock business growth.-

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00:49:52

Communication Secrets Every Customer Success Manager...

Customer Success Talks ·

2025/02/15

In this episode, we dive deep into communication strategies that every Customer Success Manager (CSM) needs to know with public speaking expert Alexander Grabner-Jarlung. From overcoming filler sounds to leveraging storytelling, Alex shares practical techniques to boost your communication skills both in business and life.Highlights:🔑 Common communication mistakes and how to avoid them.🎯 The power of storytelling to connect emotions with data.✨ How to mix the "Angels and Devils Cocktail"

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00:34:19

The Secrets to Reducing Churn with Greg Daines

Customer Success Talks ·

2025/01/28

In this episode, we dive deep into the world of customer retention with the legendary Greg Daines, also known as "The Churn Doctor." 🌟 With years of experience as a SaaS CEO and customer success leader, Greg shares actionable strategies, shocking insights from his research, and practical tips to reduce churn and drive measurable results.🎯 Topics Covered: - Why customer satisfaction alone doesn’t guarantee retention - The surprising truth about the correlation (or lack thereof) between NPS and

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00:46:10

Skills & Mindset for Customer Success Managers in...

Customer Success Talks ·

2025/01/15

Get ready to kickstart 2025 with actionable insights tailored for Customer Success Managers! In this episode, Thomas Voigt, founder of the CS Academy, shares his predictions for the future of customer success, highlighting essential skills, mindsets, and strategies needed to thrive. Topics include developing a commercial focus, embracing data-driven approaches, practicing system thinking, and leveraging AI to elevate your role. Plus, Thomas shares a valuable discount for his CS Academy courses and

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00:40:27

Essential Soft Skills for Growth in Customer Success...

Customer Success Talks ·

2024/12/19

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

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00:48:51

Bridging the Gap | Customer Success Meets Product...

Customer Success Talks ·

2024/12/04

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

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00:41:08

Scaling Customer Success: Digital Strategies and...

Customer Success Talks ·

2024/11/27

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

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00:42:34

How Customer Education Drives Retention and Success |...

Customer Success Talks ·

2024/11/20

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

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00:53:04

The Power of Persuasion in Customer Success:...

Customer Success Talks ·

2024/11/07

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

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00:40:48

The Power of Persuasion in Customer Success:...

Customer Success Talks ·

2024/11/07

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 -

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00:29:42

From Cost Center to Profit Center: Showcasing...

Customer Success Talks ·

2024/10/23

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

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00:25:02

A Conversation with Jay Sanchez on Autism & Customer...

Customer Success Talks ·

2024/10/09

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

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00:33:32

The Power of Visual Communication | Jay Sanchez

Customer Success Talks ·

2024/10/09

In this episode, we dive deep into how CSMs can leverage visual resources to enhance customer understanding, drive engagement, and streamline communication. Jay shares the experiences on how implementing visual aids helped reduce meeting times and improve customer onboarding for complex features. We explore real-life examples of using mind maps and visual workflows to explain technical processes and how design plays a vital role in customer perception. Key highlights include: - The effectiveness

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00:34:08

Getting Customers the Results They Came For | Rachel...

Customer Success Talks ·

2024/09/25

In this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership.She explains why customer success

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00:36:10

Customer Success as an Introvert: Building Rapport...

Customer Success Talks ·

2024/09/11

Today I'm having an interesting conversation with Prashad "Prash" Jothi, host of the "It All Depends" podcast, a seasoned customer success manager with over four years of experience, and recognized as the 2023 Top Customer Success Manager Strategist by SuccessHacker. We delve deep into the unique challenges and strengths that introverts bring to the customer success field. Prash shares his personal journey of navigating customer interactions, handling different types of

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