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.

Akshat addresses common misunderstandings about what it means to be proactive in customer success. He shares his definition and insights on demonstrating proactiveness effectively, providing valuable guidance for Customer Success Managers (CSMs).

Shifting from Reactive to Proactive Mindset:

The conversation then shifts to the transformation required for CSMs to move from a reactive approach to a proactive one. Akshat highlights key triggers and moments for this vital transition and discusses strategies for initiating a proactive mindset.

Breaking Out of Comfort Zones:

We offer his expert advice for CSMs who find themselves anchored in reactive tasks. How to embrace a more proactive role, pushing beyond personal comfort zones to maximize efficiency and impact.

You can find us on YouTube.

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.

Special Episode!

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 successful Impact Reviews is having the right training. - Data Selection for Maximum Impact: One of the critical components of an Impact Review is presenting valuable data.

- Maintaining Customer Engagement: We further explore techniques and approaches that ensure clients remain engaged throughout the Impact Review.

Quick-Fire Questions:

- Which stakeholders should be involved in Impact Reviews?- Ideal frequency for Impact Reviews.

- How long does your impact review session last?

- Should we use this important meeting for upselling and cross-selling?

This episode is a must-listen for any customer success professional looking to enhance their approach to customer meetings and make them more impactful. Join us as we uncover the secrets to transforming QBRs into meaningful, data-driven Impact Reviews with Jenifer and Kenn.

Ken Kreutzer

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 into overcoming challenges such as building trust with internal teams and communicating the true value of change.

Discover actionable strategies for ensuring smooth transitions, gaining trust, and effectively conveying the benefits of change. Plus, learn how to spot common signs of resistance within a customer's internal team.

Tune in to empower your Customer Success strategies and master the art of Change Management with Irina Vatafu.

Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

We are now available on YouTube

🎙️ 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:

3. Beating Burnout: Tips for Resilience: Explore effective strategies to prevent and overcome CS burnout.

Tune in for career-transforming insights and empower your CS journey! 🌟

- STAR Method

- CS Insider

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 organizations can harness the power of digital customer success and gain insights from Alex's expertise in this realm. Join us for an insightful conversation that unravels the complexities of digital customer success strategies.

Your Hosts ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!

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 experiences to her current role as a Senior Account Manager.

Together, they unpack:

Whether you're stepping into the customer success domain for the first time or are a seasoned professional looking for fresh insights, this episode offers a goldmine of advice to set you on a path of excellence. Dive in and discover the art of transitioning from a rookie to a pro in Customer Success.

Take a look at the resource below:

- Code for Success Coaching certification: BALAUNCH39, and this is for 60% Off.

- Take a look at Bhumika's coaching program and resources, Ruffday Coaching

- What is a RACI Chart?

- For CS free learning materials and certifications check the following academics, Udemy, Aspireship, Gainsight, Planhat, and Catalyst.io

- We recommend you to join, CS Connect a Customer Success Community.

Connect with Lara Javalyn on LinkedIn.

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 takes a compelling twist as we dive into the scientific aspects of CS, specifically the influence of neuroscience.

We'll cover the distinct characteristics seen in companies that have triumphed in creating a CS culture versus those still on the path. We'll provide actionable steps on how CSMs can effectively contribute to this transition.

Don't miss this episode, loaded with invaluable insights and practical takeaways to help you build a strong, thriving customer success culture in your organization. Join us !!

Connect with Ed Powers on LinkedIn.

Your Host ⁠Bayron Toruño⁠ and ⁠Nav Thomas⁠ are also open to chatting with you!