What does value really mean in customer success, and how can you ensure your customers truly experience it?

In this episode, Shruti Sharma with 20 years of experience in Customer success, a CS leader and founder of Consult with Shruti joins us to unpack how CSMs can discover, deliver, and demonstrate value at every stage of the customer journey.Shruti shares her strategies for effective discovery, building impactful success plans, and why asking the right questions is the secret to long-term engagement. Plus, she opens up about a lesson learned from a bold risk that didn’t go as planned.

Key Takeaways:

- Start with Research: How understanding sales insights and initial KPIs can set the foundation for value-driven conversations.

- Success Plans That Stick: Why co-creating a visual and flexible success plan keeps customers engaged and aligned.

- Celebrate Small Wins: The power of recognizing milestones to deepen relationships and reinforce value.

- Ask Better Questions: How curiosity and active listening uncover what truly matters to customers.

Connect with Us:

Shruti Sharma - https://www.linkedin.com/in/shrutiksharma/

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/

Resources:

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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.S

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA