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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

00:32:09

Unlocking the Power of Proactive Customer Success |...

Customer Success Talks ·

2023/12/05

Join us in our latest episode of the podcast, where we delve into the crucial theme of proactivity in the realm of Customer Success. We are honored to have Akshat Mathur, an expert with a rich background in customer success across IT, education, and Fintech sectors, as our special guest. Accompanying him is our insightful co-host, Nav, who brings his wealth of knowledge and practical tips to the table. Let's take a look at what we covered in today's episode: Demystifying Proactiveness in

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00:35:03

Speak Up, Stand Out: Personal Branding Strategies for...

Customer Success Talks ·

2023/12/01

Join us in this insightful episode as we explore personal branding for CSMs. We are privileged to have two extraordinary guests: Ty LaFramboise, a former Submarine Officer in the US Navy turned Customer Success Manager, known for his strategic approach to customer success, and Sally Stoewe, the co-founder of Customer Obsessing Consulting and a champion of customer-centric cultures. In today's episode, we discussed: - Articulating Value in Internal Meetings CSMs often face the challenge of

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00:20:07

In-person events: How to overcome common challenges...

Customer Success Talks ·

2023/11/30

Special Episode! We are excited to share a special episode with you! Recently, we had the opportunity to attend the Gainsight Pulse Europe 2023 event. In this episode, 10 passionate customer success experts share tips related to attending in-person events. What challenges do people typically face when attending an in-person event? Each guest will answer two questions, which will be drawn from two separate boxes. One box contains random CS-related questions, while the other box contains common

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00:35:33

Making Impact Reviews the new QBRs | Jennifer Peters...

Customer Success Talks ·

2023/11/20

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

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00:35:41

Mastering Senior Stakeholder Communication | James...

Customer Success Talks ·

2023/11/13

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

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00:33:59

Empowering Customers: Strategies for Effective Change...

Customer Success Talks ·

2023/10/23

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

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00:44:00

Overcoming Common Challenges in the Customer Success...

Customer Success Talks ·

2023/10/04

🎙️ Explore Your CS Career 🚀 In this episode of Customer Success Talks, we're delving into the fascinating world of Customer Success careers. Join us as we tackle three crucial challenges that every CS professional faces at some point in their journey: 1. The first step to finding a job is to know the value you, as a CSM, can bring to the organization 2. Tailoring CVs for Success: Learn how to craft a standout CV that highlights your CS achievements. 3. Beating Burnout: Tips for Resilience:

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00:44:13

Exploring Digital Customer Success | Alex Turkovic

Customer Success Talks ·

2023/09/11

In this episode, we delve into the world of "Exploring Digital Customer Success" with our special guest, Alex Turkovic, known for his YouTube channel "Digital Customer Success." As businesses shift towards digital landscapes, customer success strategies are undergoing significant transformations. Tune in as we address key challenges, including implementing digital tools, ensuring data privacy and security, and striking a balance between automation and human touch. Discover how

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00:40:59

From Rookie to Pro: Making the Most of Your First 3...

Customer Success Talks ·

2023/08/29

In the fast-paced world of Customer Success, the initial months of a CSM role can be both exhilarating and overwhelming. How does one strike the right balance between learning and demonstrating immediate impact? How can a new CSM ensure they're on the right path to long-term success? In this episode, we're joined by two seasoned professionals: Bhumika Arora, a customer success career coach with a proven track record in various CS roles, and Lara Javalyn, who brings a rich tapestry of diverse

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00:54:50

The Success Mindset: Building a Customer Success...

Customer Success Talks ·

2023/08/14

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

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01:00:25

Emotional Intelligence in Customer Success | Janelle...

Customer Success Talks ·

2023/07/31

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

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00:53:27

The Evolution of a CSM: Becoming a Leader in Customer...

Customer Success Talks ·

2023/07/03

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

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01:02:22

The Rewards of Success: How Compensation Drives CSM...

Customer Success Talks ·

2023/06/19

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

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00:48:13

Setting Impactful OKRs: Redefining Success | Aaron...

Customer Success Talks ·

2023/06/04

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

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00:57:01

Reducing churn: The Power of cross-functional...

Customer Success Talks ·

2023/05/10

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

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