Customer Success Talks

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.

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

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 2, Dr. Phelps dives deeper into the practical application of persuasion, covering key topics such as:

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

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.

Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/

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.

Take a look at Stellavate "All in one place" ;) https://stellavate.notion.site/

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 isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the cornerstone of success and how to balance expansion efforts with delivering measurable results. Through intentional communication, active listening, and asking the right questions.

Key Takeaways:

- Customer success isn’t just about relationships—it's about delivering the outcomes customers need.

- The importance of understanding human behavior, motivation, and how habits are formed in product adoption.

- CSMs act as guides, ensuring customers stay on track to meet their goals.

- How focusing too much on expansion at the cost of retention can harm long-term success, and why keeping customers happy through measurable results is key to reducing churn.

Don’t miss Rachel’s insights, and check out her podcast The Psychology of Customer Success for even more!

Connect with Us:

Bayron Toruno

Provan SuccessPsychology of Customer Success

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:

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.

In today's episode "Strategies to Secure Renewals", we dive into the art of renewals with special guest Ramses Bossuyt. With over 15 years of experience in customer experience, Ramses has held positions such as Global VP of Customer Success and Chief Commercial Officer. Now, as the founder of the advisory firm House of Retention, he focuses on helping SaaS companies achieve sustainable growth by reducing churn, building customer success organizations, and scaling operations.

Resources:

Check Tarek Slimani's post where he dives deep into Value - https://www.linkedin.com/pulse/value-perception-customer-success-tarek-slimani-vwjkf/

Connect with on LinkedIn:

Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/

Ramses Bossuyt: https://www.linkedin.com/in/ramsesbossuyt/

Watch the episode on YouTube:

https://www.youtube.com/@CustomerSuccessTalks

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.

https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh

Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.

Ali Cudby, the founder of AlignMINT Growth Strategies and author of the best-selling book "Keep Your Customers," shares invaluable insights on transforming customer success through her innovative MINT methodology.