Customer Success Talks

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.

Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the great Donna Weber, a world-leading expert in customer onboarding with over two decades of experience. Donna is the author of the must-read book "Onboarding Matters" and offers a master class to help businesses optimize their onboarding processes.

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

In this episode, we're joined by Dillon Young, founder and host of the Lifetime Value podcast. Dillon is a visionary leader in customer success, helping businesses build their brands and improve their post-sales processes. With a wealth of experience in the fintech industry and a knack for making complex topics accessible, Dillon offers invaluable insights that can transform your approach to customer success.

Key Takeaways:

- Understanding Customer Adoption: Dillon breaks down the enigmatic term "Adoption" and explains why it's more than just login metrics.

- Effective Strategies: Learn about benchmarking and how comparing similar customers can drive competitive spirit and improve adoption rates.

- Aligning Internal Teams: Discover the importance of seamless communication between product, sales, and customer success teams to ensure a unified approach to customer engagement.

- Measuring Success: Dillon discusses the key metrics that truly matter in customer adoption and why traditional measures like NPS might not always be the best indicators.

Join us as we delve into these topics and more, offering you actionable insights to enhance your customer success strategy.

You can watch today's episode on Youtube

You can reach out via Linked:

Dillon Young

Bayron Toruno

Useful Links:

Lifetime Value Media

Join the CS Connect Community

All Depends Podcast -

Customer Success Talks: Latinoamerica

Be sure to subscribe to our podcast and leave a review if you enjoyed this episode.

Let's keep growing, keep learning, and keep improving the world of customer success!

Welcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions.

In this episode, we cover:

- Operationalizing Customer Success: Why it's crucial and how to do it effectively.

- Key Metrics: How to define and implement consistent metrics that align with both startups and established enterprises.

- Interdepartmental Collaboration: Strategies to integrate CS workflows with sales, product, engineering, and marketing teams.

- Digital Customer Success: When and how to implement digital strategies for maximizing customer engagement and satisfaction.

Don't miss Rob's anecdotes and actionable strategies that will inspire you to take your customer success operations to the next level.

Reach out to us via LinkedIn:

Rob Zambito

⁠Success Scaled Consulting ⁠

Bayron Toruno

Follow us on Youtube

Additional Resources:

Explore our new Customer Success Talks:Latinoamerica

Listen to Alex Turkovic's podcast Digital Customer Success

The 7 pillars of Customer Success Book

Keep growing, keep learning, and let's keep improving the world of customer success. Until next time!

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.

Visit Joseph's website

Bayron Toruno

YouTube

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.

Jean-Pierre Frost

Bayron Toruno

Watch the episode on Youtube

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 connections and professional boundaries.

In this episode, we explore:

- The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust.

- Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value.

Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections.

The Rebels of SaaS on Spotify & YouTube

Toast Masters Club

- Connect with us:

Hassan Akram

Dannah Vaughan

Head to Youtube

https://youtu.be/N_YDahMfOSI

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, this episode is packed with insights that will elevate your narrative skills to effectively connect and engage.

Takeaways:

- Mastering Memorable Stories: Learn strategies to craft stories that are not only memorable but deeply impactful, aligning perfectly with customer needs and experiences.

- Simplifying Complex Information: Gain techniques to distill intricate product details into compelling, understandable stories.

- Bridging the Skill Gap: Discover resources and methods for enhancing storytelling skills within the Customer Success realm, ensuring every customer interaction is both engaging and effective.

- Real-World Applications: Hear about real-life scenarios where effective storytelling has transformed customer relationships and driven success.

Resources:

- Roast Master Club

- Microsoft Copilot

- ‎Gemini AI

- Coursera

- Customer Success Collective GPT

- Chip Conley’s inspiring book on redefining mid-life.

- Barbara Streisand Autobiography for International Woman’s day

- Rick DeLisi

- Practice Pecha Kucha

Connect with us:

Christine Naidu

Nav Thomas

Bayron Toruno