Customer Success Talks: Real Challenges, Experts' Advice

A salesperson showed Kai-Markus Mueller's cousin an €800 Prada sweater. He bought a €250 Hugo Boss instead and told everyone he got a bargain. The Prada sweater was never for sale. It was there to make the Hugo Boss look cheap.

Kai-Markus Mueller is a neuroscientist who has measured value perception in the brain, including the uncomfortable finding that salespeople often value a product lower than their own customers do. This one covers anchoring, why free beats a huge discount, and why judges deny parole right before lunch.

Kai-Markus Mueller is a professor of consumer behaviour and co-author of The Invisible Game.

0:00 The Prada sweater

1:08 The visible and invisible sides of a deal

3:15 Meet Kai-Markus Mueller

6:35 Turning research into something you can use

8:10 Silence as a negotiating move

11:17 Who actually won: the procurement trap

33:03 System one and system two, and when to ask

43:53 Getting a whole team to use this

The Invisible Game: https://www.amazon.de/-/en/Invisible-Game-Secrets-Science-Winning/dp/139415298

Connect with Kai-Markus: https://www.linkedin.com/in/kaimarkusmueller/

Connect with Bayron: https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Customer Success Talks is for CSMs in their first years and anyone breaking into

customer success. New episodes every two weeks.

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #negotiations #pricing #csm #consumerpsychology

Implementing a voice of the customer program is how you move from guessing to knowing what your clients actually need.

Andrew Marks, co-founder of SuccessHACKER, joins us to break down why a structured VoC framework is the backbone of a high-performing post-sales org. Most teams listen to the loudest voices, but this conversation is about building a repeatable process to gather actionable data.

We cover how to balance feature requests between new and existing users, how to echo sentiments to build trust, and why creating stories from customer feedback is more powerful than just reading scores. This is for any CSM or leader looking to turn raw info into a real customer success strategy that drives retention.

New episode of Customer Success Talks is live now 🧡 Subscribe for weekly insights from industry leaders, and let us know in the comments how you track your client sentiment.

0:00 Unlocking the Power of Customer Feedback

1:04 Meet the Expert: Andrew Marks

4:02 Defining the Voice of the Customer

7:05 Building Buy-In with Advisory Boards

12:17 Core Components of a VOC Framework

19:46 Overcoming Challenges in Gathering Feedback

33:21 Change Management for Customer Success

Connect with us on LinkedIn:⁠⁠⁠

Andrew Marks - https://www.linkedin.com/in/andrew-successhacker/

⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠ - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

⁠Nav Thomas⁠⁠ - https://www.linkedin.com/in/navneeththomas/

#voice of the customer #customerfeedback #customerinsights

Building an entrepreneurial mindset is the best way to gain authority with your customers. Stop claiming expertise and start proving it. 🧡

Marija Skobe-Pilley joins us to break down why the best customer success managers act like business owners. We discuss how to guide clients toward success by demonstrating actual expertise rather than just talking about your credentials. If you are struggling to be seen as a trusted advisor, this shift in perspective is the first step toward better results.

We also cover how a strong customer success strategy relies on commercial awareness. Marija shares how to bridge the gap between being a support resource and a revenue driver, helping you advance your CSM career growth without feeling like you are just pushing sales. It is about building customer trust through results, not empty claims.

Subscribe for weekly insights on the future of CS, and let us know in the comments: what is one way you demonstrate your expertise daily?

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://www.vitally.io/demo-airpods

0:00 Speaking the Language of Revenue

0:47 Breaking Myths About Sales in CS

3:25 What Does Commercial CS Really Mean?

6:44 Strategies for Career Advancement

10:32 Defining Your Personal Metrics

13:31 Thinking Outside the Box

21:40 Tactical Moves for Revenue Growth

47:42 Earning Trust Through Business Acumen

Connect with Us:

Marija Skobe-Pilley - https://www.linkedin.com/in/mspilley/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Enroll in Marija’s course “The Revenue CSM” here: https://www.womenincs.co/the-revenue-csm

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #saas #valuedriven

Want to improve your customer success results? Start using revenue management tactics to track engagement and spot risks.

Diego Fernandez, author of The Art of Revenue, explains why CS teams need to move beyond simple check-ins. If you are not putting a number to client happiness, you are missing the signals that lead to lost accounts. We examine how to use data-driven decisions to spot warning signs before they become problems.

This is not just about spreadsheets. It is about applying a disciplined approach to your daily tasks. Learn how to identify an upsell strategy and use churn prediction to manage your accounts with the same precision as a sales leader. This is how you shift from being a cost center to a profit center.

Subscribe for weekly customer success breakdowns, and let us know in the comments: what is your biggest barrier to using data in your daily workflow?

0:00 Data-Driven Insights for Customer Success

1:05 The Evolving Role of Customer Success

3:35 Meet Diego Fernandez: A Revenue Management Expert

5:36 Writing the Manual for Revenue Management

12:02 Applying Revenue Tactics to Customer Success

22:55 Long-Term Value vs. Short-Term Problem Solving

34:08 Final Advice: Thinking Like a Revenue Manager

Sponsored by Vitally – the modern Customer Success Platform trusted by 600+ companies. Claim your free AirPods Pro after a qualified demo: vital.io/cstalks

Grab Diego’s book, The Art of Revenue - https://www.amazon.com/art-revenue-complete-guide-management/dp/B0D4CWG3KH

Connect with Us:

Diego Fernandez - https://www.linkedin.com/in/diegodeponga/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #revenuemanagement #csm

Stop worrying about learning to write AI prompts. Jamie Davidson, CEO of Vitally, explains why the future of AI in customer success is about creativity, not technical syntax.

Most teams are stuck obsessing over the wrong AI skills. Jamie argues that user interfaces will soon make complex prompt engineering obsolete. Instead of getting bogged down in how to talk to a chatbot, the real value for your team lies in mastering what AI is actually capable of and applying that to your specific business goals.

We discuss why you should prioritize creative application over technical rote memorization. If you want to build a more effective customer success strategy, focus on the outcomes you are trying to drive, not the tools you are currently using. This mindset shift is the difference between being replaced by AI and using it to scale your impact.

Subscribe for weekly customer success breakdowns, and comment below: what is the biggest AI hurdle your team is facing right now?

Want to explore Vitally and get a free pair of AirPods Pro after a qualified demo?

Click here: vitally.io/cstalks

0:00 The AI Paradox in Customer Success

4:40 From CTO to Chief Customer Officer

7:07 The Evolution of CS Landscapes

9:24 Timing the AI Investment

14:21 Practical AI Use Cases in CS

23:49 Will AI Replace Customer Success Jobs?

34:04 Driving AI Adoption from the Bottom Up

Connect with Us:

Jamie Davidson - https://www.linkedin.com/in/davidsonjamie/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#ai #customersuccess #csm

AI in Customer Success is replacing manual tasks, but can it replace human connection? Kelley Turner shares what works now.

Kelley Turner, SVP of Global Customer Success at Vitally, joins us to break down exactly how AI is reshaping the daily workflow for CSMs. We look at the specific elements of the role that customer service automation handles best—like consolidating customer data and identifying the right next steps—and where it falls short.

The core takeaway is that technology handles the admin, but your ability to understand customer motivations and build genuine relationships is still your biggest superpower. If you are worried about how AI will impact future CSM roles, this conversation offers a clear look at how to balance technology with the human touch that drives real business results.

Subscribe for weekly customer success breakdowns, and comment how you are currently using AI in your daily workflow.

0:00 The Evolving Role of AI in Customer Success

1:24 Welcome to Customer Success Talks

3:35 Meet Kelly Turner: A Leader in CS Change

5:48 From Finance to Customer Success: A Journey

12:46 The Power of Diverse Professional Backgrounds

17:55 Implementing AI: Change Management Strategies

28:41 Measuring the Impact of AI on Retention

Connect with Us:

Kelley Turner -https://www.linkedin.com/in/kelleyturner/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#ai #customersuccess #digitaltransformation

Stop focusing on feature delivery and start driving real customer success. Align your strategy with what clients actually need.

Working with Tamara Kempf and Ayman Azmy, we break down why your team might be stuck in the trap of checking off product features instead of solving real problems. When you move the conversation away from the how and toward the why, you build stronger relationships and clearer expectations.

The core of this episode is shifting your mindset toward customer outcomes. It is the difference between being a vendor and being a partner. We discuss practical tactics for digging into what your customers are trying to achieve and how to lead value conversations that result in better retention and happier stakeholders across the board.

Subscribe for weekly insights on building better client relationships. What is one goal your customer mentioned this week? Let us know in the comments. 🧡

0:00 Shifting Focus from Features to Outcomes

1:10 Defining Success in Customer Relationships

7:21 The Art of Listening to Your Customers

11:22 Tools and Tactics for Measuring Success

18:02 Navigating Difficult Conversations

24:24 Reframing Requests as Strategic Opportunities

36:17 Actionable Advice for Discovery Success

Tamara Kemp - https://www.linkedin.com/in/tamarakempf/

Ayman Azmy- https://www.linkedin.com/in/aymanazmy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #csm #valuedriven

Behavioral economics can change how your customers respond. Learn to nudge decisions by shifting your language today.

We talk to Melina Palmer about the science of how our brains process information. Most of our daily actions are driven by the subconscious, yet most emails and meetings are designed for conscious, logical thought. This mismatch is why your outreach might be getting ignored.

Melina breaks down simple shifts that change the entire trajectory of a relationship. By swapping if for when and anyone for everyone, you stop isolating the reader and start creating inclusive messaging. This approach to customer communication is about testing what actually resonates rather than guessing. When you understand the science of decision making, you can stop fighting the process and start aligning with it to improve your customer success outcomes.

Subscribe for weekly customer success breakdowns, and comment which language shift you are testing first.

0:00 Simple Reframes for Better Communication

0:59 The Science Behind Our Daily Decisions

3:37 Exploring Behavioral Economics in Business

6:19 A Practical Guide to Understanding Customers

9:22 Building a Foundation for Research and Writing

12:32 Defining Behavioral Economics in Practice

20:52 Navigating Subconscious and Conscious Processing

Connect with Us:

Melina Palmer- https://www.linkedin.com/in/melinapalmer/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Resources:

Check out Melina’s books: https://thebrainybusiness.com/books/

Listen to The Brainy Business podcast: https://open.spotify.com/show/09kKyf19X7ISJmyCm60Uj5

Watch Melina’s TEDx talk: https://www.youtube.com/watch?v=obTWdNnk-RU

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#CustomerSuccess #BehavioralEconomics #MelinaPalmer #BrainyBusiness #CustomerExperience

Learn the SPICED framework to stop centering sales calls on your product and start solving real customer problems.

Many CSMs and sales professionals accidentally make every call about their own agenda. Andrea Rijna, founder of The Power Lab, argues that the most effective way to build rapport is by mastering active listening. When you genuinely focus on the client's needs rather than your pitch, you form stronger connections that actually last.

The SPICED framework provides a structured approach to your customer conversations. By walking through Situation, Pain, Impact, Critical Event, and Decision, you can uncover what is really holding your client back. This method helps you move beyond basic discovery to ask better sales discovery questions that lead to clear, impactful solutions.

Subscribe for weekly CS breakdowns, and let me know in the comments if you struggle to keep the focus on the customer during your calls.

0:00 The Art of Centering the Customer

1:16 Is There a Formula for Discovery?

3:51 From Project Management to Customer Success

6:58 Empowering Teams and Individuals

10:04 Turning a Career Crisis into Opportunity

15:20 Common Mistakes in Upselling

21:56 The SPICED Framework Explained

48:07 The Empathy Before Solution Lesson

Connect with Us:

Andrea Rijna - https://www.linkedin.com/in/andrearijna/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

#customersuccess #howtosellmore #comunicationskills