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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

00:30:44

The art and science of delivering exceptional...

Customer Success Talks ·

2024/06/18

In this episode Joseph Michelli, an expert in service excellence, best-selling author, and consultant to leading companies on customer experience strategies. Joseph shares insights from his latest book, "Customer Magic," and delves into the art and science of delivering exceptional customer experiences. From managing customer feedback to fostering cross-functional collaboration, Joseph offers practical advice and thought-provoking perspectives.What are you going to learn in this

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00:44:00

Transition to Customer Success: Core Responsibilities...

Customer Success Talks ·

2024/05/28

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails.Key takeaways: - Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization. - Core Responsibilities: Learn about the foundational duties of

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00:46:59

Beyond Business: Mastering the Art of Personal...

Customer Success Talks ·

2024/05/14

Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal

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00:50:43

Mastering Storytelling in Customer Success |...

Customer Success Talks ·

2024/04/18

Join us as we delve into the art of storytelling in Customer Success Management with Christine Naidu to discover how to create memorable, effective stories that resonate with customers and align with their unique needs. We'll explore techniques to maintain authenticity while driving impactful communication, and offer practical advice on integrating storytelling into various customer success scenarios. Whether you're navigating complex product details or managing sensitive client situations,

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00:47:44

Navigating Interview Challenges: Authenticity,...

Customer Success Talks ·

2024/04/02

In this episode of our podcast, we're thrilled to welcome Barry Klein, VP of Success and Enablement at Talroo. With an impressive career spanning over 30 years in sales, customer success, and as the founder of his own consultancy, Barry brings a wealth of knowledge, especially in leading teams within the recruitment technology sector. Today, we delve deep into the nuances of the interview process, focusing on the critical soft skills that HR departments prioritize. Barry will share his insights

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00:52:28

Mastering Your Journey: Key Strategies for Career...

Customer Success Talks ·

2024/03/19

Join us in this episode of Customer Success Talks as we explore the key pieces of career ownership and navigating through change in the dynamic field of Customer Success. Marija Skobe-Pilley is a multi-talented individual who has gone from a musician to a Customer Success leader. She grew her career from a CSM to a Director of Customer Success in 4 years. Marija is the founder of Women in Customer Success, a network promoting and showcasing industry women. She’s also been named a Top 100 CS

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00:24:31

Part 2- Cracking the Code Navigating the CS Hiring...

Customer Success Talks ·

2024/03/05

In Part 2 of the episode "Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke offer vital strategies and tips for those seeking roles in Customer Success. They tackle challenges like strategic job searching, the importance of emotional intelligence, and effective self-presentation in the job market. Additionally, they discuss navigating perceptions of overqualification and the significance of cultural adaptation. Key Takeaways: - Focus on strategic job search

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00:37:32

Part 1 - Cracking the Code: Navigating the CS Hiring...

Customer Success Talks ·

2024/02/20

In "Part 1 - Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke dissect the complexities of the Customer Success hiring landscape. They explore the shifting dynamics post-COVID, the influx of candidates, and the challenges companies face in attracting the right talent. They offer valuable insights into crafting effective job descriptions, the critical role of company culture in hiring, and the importance of aligning internal expectations. It's a deep dive into the

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00:25:15

Patience and Progress The Pillars of Customer Success...

Customer Success Talks ·

2024/02/05

Being a candidate in today's job market or pursuing the next roles in your career isn't just about having an impressive CV or mastering interview techniques. It's about the journey, the persistence, and the personal growth that happens behind the scenes. As many of you know, we're not the only ones striving for that dream role. So, what's the game-changer?Persistence, resilience, and a little magic word: patience. It's easy to say, but not so easy to practice, especially

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00:41:21

How to build a customer success practice through...

Customer Success Talks ·

2024/01/23

In this episode, we dive into the importance of customer journey mapping in building an effective customer success practice. We start by defining what a customer journey map is and why it's essential for a customer success team. Collaboration and alignment across departments are emphasized as key to creating a customer journey map that truly resonates with customers. Tarek shares insights on how to get started with customer journey mapping, stressing the need to view the process from the

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00:39:59

The evolution of a CSM: From Old Mindset to New...

Customer Success Talks ·

2024/01/16

In today’s episode, we have the honor to have with us Markus Rentsch, CEO of Remark-able and,defenatly, the "Lord of CS Memes" he discusses the evolution of a customer success manager from the old mindset to the new mindset. The conversation highlights the shift in mindsets within the customer success industry, the importance of customer success as a company-wide mindset, and the changing role of customer success managers. It emphasizes the need for customer success managers to become

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00:44:47

Unlocking the Power of Voice of the Customer (VoC) |...

Customer Success Talks ·

2024/01/09

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER. With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success. Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead

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00:46:00

The Art of Upselling and Cross-Selling in Customer...

Customer Success Talks ·

2024/01/02

We're thrilled to bring you a conversation with the remarkable Jan Young. Jan's and Nav’s insights are not just thought-provoking—they're game-changing. Get ready to be inspired! In this episode go deep into: Mindset Shift in Customer Success: We explore the critical transition from reactive to proactive approaches in CS. Jan provides insights into proactive tasks that not only enhance customer experience but also open doors for upselling and cross-selling opportunities. Developing

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00:36:17

Strategies for Effective Customer Success Plans |...

Customer Success Talks ·

2023/12/11

In this episode, we're thrilled to welcome Ayman Azmy and Aisha Bajwa, two seasoned professionals in the field of CS. Ayman brings over a decade of experience in leadership, technology, and strategic planning, while Aisha's frontline CS expertise, honed over five years, has seen her excel in building strategic client relationships and managing onboarding and implementation processes. Join us as we delve into the core of what makes a Success Plan indispensable in CS. We kick off with Ayman

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00:38:05

Navigating the Customer Journey with AI Transforming...

Customer Success Talks ·

2023/12/11

Join us in this episode, as we explore the dynamic intersection of AI and Customer Success. Joining us today is Mickey Powell, Co-founder of Update AI and author of the ebook "Chat GPT for Customer Success". Discover how AII, is reshaping customer success and how understanding its mechanics can enhance communication. Don't miss this insightful conversation that peels back the layers of AI in Customer Success. Tune in now to gain a deeper understanding of this game-changing technology

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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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