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!