In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.'

You can find the full conversation below:

YouTube - https://youtu.be/d8XNsK7F-oY

Spotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfw

In today's CSM Quick Lesson with Ali Cudby you will discover the secrets to transforming casual customers into dedicated advocates. Learn strategies for recognition, celebration, and leveraging data to build lasting relationships and drive revenue growth. 'It's not always necessary to over-engineer stuff.'

You can find the full conversation below:

YouTube - https://youtu.be/d8XNsK7F-oY

Spotify - https://open.spotify.com/episode/2sRCJDKXImSsoa14PyEYEU?si=h2wwXmhqT-2npTFyBZhGfw

Linkedin:

Ali Cudby - https://www.linkedin.com/in/alicudby/

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

Check our Ali's book:

Keep your customers - https://alignmintforgrowth.com/book/

Follow us on:

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

Tik-Tok @customer.success6

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

In this episode of Customer Success Talks, host Bayron Toruño sits down with Chad Horenfeldt, VP of Customer Success and author of The Strategic Customer Success Manager. Together, they explore what it really takes to move beyond firefighting and product support into becoming a strategic advisor customers rely on.

You’ll learn:

- Why trust and value are the foundations of customer success

- How to prepare for impactful customer meetings without burning out

- The power of motivational interviewing and social proof in influencing customers

- Practical tips for setting effective call-to-actions that actually get followed through

- How to leverage AI tools to save time and elevate conversations

- The top three skills every Customer Success Manager needs to grow into a strategic role

Whether you’re new to CS or looking to uplevel your career, this conversation will give you actionable strategies to build credibility, drive business outcomes, and future-proof your career in the age of AI.

Check out Chad's website, where you can find his book and more resources that will impact your goal to become a strategic CSM - https://www.strategiccustomersuccess.com/

Go can go back to the episodes mentioned during the episode:

Driving Business Growth as a Strategic Advisor with Anika Zubair - https://youtu.be/GOSTIG69n-8?si=wmH_6Ux_v1sxNN9n

The Power of Persuasion in Customer Success: Practical Strategies | Dr. Christopher Phelps - https://youtu.be/LEx_hqfPNyQ?si=Tztg08T9Rwdc-8cU

Connect with Us:

Chad Horenfeldt - https://www.linkedin.com/in/chadhorenfeldt/

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/

In today's CSM Quick Lesson, Donna Weber. Discover how aligning with your customers' journey builds trust and fosters long-term partnerships. 'Every time we meet, we should be delivering value. Customer success hinges on clear communication and valuing client time, not just product delivery.You can find the full conversation below:YouTube - https://youtu.be/vul6RsDzH78Spotify - https://open.spotify.com/episode/2KhCUm5JGSL0cFSWfVYwPU?si=a610ea064f064dc7Linkedin:Dona Weber - https://www.linkedin.com/in/donnaweb/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/Check our Dona's book: Onboarding Matters - https://www.donnaweber.com/bookFollow us on:Instagram - https://www.instagram.com/cstalkspodcast/Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/ #customersuccess #onboarding #customerexperience #businesstips

Starting a new role as a Customer Success Manager in a startup can feel exciting and overwhelming. In this episode, Priscilla Fletcher, Customer Success leader, coach, and founder of Latinos in Customer Success, breaks down how to navigate your first 90 days as a new CSM.She also discusses the importance of prioritization, mentorship, and building influence maps to thrive in fast-paced startup environments.Whether you’re transitioning into Customer Success or starting fresh at a new company, this conversation will give you the tools, mindset, and confidence to succeed.Key takeaways:- How to structure your first 30, 60, and 90 days as a new CSM- Why creating your own onboarding plan is essential in startups- How to find mentors, allies, and influential colleagues early on- Practical tips for balancing learning, execution, and impactJoin us for an inspiring and actionable conversation designed to help you start strong in your Customer Success career.

See you at Latinos in Success - https://join.slack.com/t/latinosinsuccess/shared_invite/zt-2dxwfojy8-VwI5lHb19X1Bgo~IrYy3Xg

Latinos in Success LinkedIn - https://www.linkedin.com/company/latinos-in-success/posts/?feedView=all

Check Priscila's Website - https://prifletch.com/

Connect with Us:Priscila Fletcher - https://www.linkedin.com/in/priscilafletcher/

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/

In today's CSM Quick Lesson with Jan Young, we explore the ideal timing, the right person, and the perfect product for expansion. Don't erode trust by selling too aggressively!In other words, nurture relationships pre-sale but focus on needs post-sale.

You can find the full conversation below:

YouTube - https://youtu.be/63GecVQZ1qE

Spotify - https://open.spotify.com/episode/0WE3pzr5cdWmYfyhboPdzX?si=b50c779f91434f1f

Linkedin:

Jan Young - https://www.linkedin.com/in/jan-young-cx/Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

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

Needing couching? Check Jan's website - https://www.janyoungcx.com/

Check out CXxchange - https://www.thecxxchange.com/

Follow us on:

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

Tik-Tok @customer.success6

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

In this episode, I sit down with Miriam Hirt, Head of Customer Success, to explore the true power of NPS surveys. With 7+ years of experience building CS teams and processes, Miriam shares her candid love-hate relationship with NPS, why feedback often goes unacted upon, and how her team transformed a bumpy survey journey into a structured, scalable voice of the customer program.

You’ll learn:

- When and how to send surveys for maximum response and impact

- Why feedback is only valuable if you act on it and how to do that- The importance of segmenting your users and feedback types

- How to collaborate cross-functionally to drive change

- A practical, step-by-step guide to launching or improving your own survey strategy

Whether you're just starting with surveys or want to improve how your org listens to customers, this episode is packed with real-world insights you can implement immediately.

Mentioned: How to Win Customers and Keep Them for Life by Michael LeBoeuf

Connect with Us:

Myriam Hirt - https://www.linkedin.com/in/myriam-hirt/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/

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys?

🔗Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro!👉 https://vital.io/cstalks

In this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience designing impactful customer experiences across industries from SaaS and fintech to healthcare and education, Vaishali shares exactly:

- The 3 pillars of a world-class customer experience

- How CX and CS roles complement (and differ from) each other

- What a well-designed customer journey really looks like- How to start a CX project when no one owns it yet

- Ways to align teams internally and use AI for smarter CX

- Tangible steps to elevate proactive customer success

Whether you're a CSM, CX leader, or just getting started in customer-centric roles, this episode is packed with strategic insight and actionable advice.

Connect with Us:

Vaishali Dialani - https://www.linkedin.com/in/vaishalidialani/

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/

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.

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

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

In this episode, we dive deep into the psychology of deal-making with neuroscientist and pricing expert Kai-Markus Mueller, co-author of The Invisible Game.What if the key to winning more deals wasn't what you said, but how you framed it?

Join us as we explore how consumer psychology, neuroscience, and choice architecture shape negotiations, whether you're closing a new customer, renewing a contract, or negotiating your salary.Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/You’ll learn:- What the Prada sweater strategy teaches us about value perception- The power of anchoring in negotiation (and how to do it right)- How to master the visible vs invisible game in sales- Why silence is one of your strongest negotiation tools- What your customers’ brains (and your own!) are doing during a deal- Quick wins for applying framing, confidence, and timing to influence outcomesWhether you're a Customer Success Manager, a sales professional, or just curious about decision-making psychology, this episode will give you practical insights you can start using today.Learn more about “The Invisible Game” by Kai Markus Mueller & Gabriella Schneider book, a must-read for anyone in Customer Success, Sales, or Pricing Strategy.

https://www.amazon.de/-/en/Invisible-Game-Secrets-Science-Winning/dp/1394152981Connect with Us:Kai-Markus Mueller - https://www.linkedin.com/in/kaimarkusmueller/

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.success6Explore Our Podcast Website - https://cstalkspodcast.com/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.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

We're thrilled to bring you a conversation with the remarkable Andrew Marks, co-founder of SuccessHACKER.

With over 25 years of experience in post-sales organizations. Today's conversation explores the importance of the voice of the customer (VoC) framework and how it can drive customer success.

Andrew and Nav, emphasize the need for organizations to listen to their customers and gather feedback through various channels. A solid VoC program can put a company ahead of its competition and lead to real improvements in products and services.

Key Topics:

- Essential Role of VoC Framework: We kick off with a discussion on why a solid VoC program is not just beneficial but essential for businesses to collect feedback and drive improvements.

- Impact on Customer Satisfaction and Revenue: Andrew emphasizes how a well-executed VoC can lead to heightened customer satisfaction, loyalty, and ultimately, an increase in revenue.

–Creating Customer Stories: Learn how to go beyond mere listening to creating compelling stories from customer feedback, encapsulating their experiences and needs.

- Practical Tips for Effective Communication: Gain insights into the importance of echoing customer sentiments to confirm understanding and establish stronger connections.

Special Insights:

- Continuous Listening: Emphasizing the importance of always being receptive to customer feedback, not just the loudest voices.

- Balancing Features for New and Existing Customers: Striking a crucial balance between attracting new customers and satisfying the existing ones.

- Building Trust with Colleagues: Andrew shares his unique approach to fostering workplace alliances essential for implementing strategies like a VoC framework.

Resources:

- Visit Successcoaching.co for more insights and resources.- Download the CS Connect "⁠Crystal Ball 2024" report: https://bit.ly/3ROH8Fn

- Want to be part of the CS Connect Slack community? https://join.slack.com/t/successconnect/shared_invite/zt-29sy33osy-wLh22i0FTSyzISdrKbh4Yw

You can find us on ⁠LinkedIn: https://www.linkedin.com/company/cs-connect/

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/

We welcome back Marija Skobe-Pilley, Customer Success leader, founder of Women in Customer Success, and creator of the Revenue CSM course. 🎯

We dive deep into what it really means to think like a business owner as a Customer Success Manager. From understanding your numbers to breaking the myth that CSMs shouldn't sell, Marija shares tactical ways to build confidence, have commercial conversations, and identify upsell opportunities, without sounding “salesy.”

🎁 Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/

What you’ll learn:

- Why an entrepreneurial mindset is essential in modern CS

- How to position yourself for promotion by owning revenue conversations

- Ways to start applying a commercial approach, this week!

- The power of discovery questions and customer insights

This episode is packed with insights you can put into action today, especially if you're transitioning into CS or in the early years of your CS journey.

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

What happens when a Customer Success Manager starts thinking like a Revenue Manager?In this powerful I had a great conversation with Diego Fernandez Perez De Ponga, CEO of Port Hotels, author of The Art of Revenue, and one of the leading voices in hospitality revenue strategy, to explore how Customer Success teams can borrow high-impact tactics from Revenue Management to drive growth and strategic value.

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/You’ll learn:- How to use data-driven decision making to boost credibility and uncover hidden risks- Why forecasting is not just for sales—CSMs can use it to predict churn, renewal, and expansion- How segmentation and prioritization lead to better customer outcomes- What it truly means to move from a cost center to a profit centerWhether you're transitioning into Customer Success or you're a few years in, this episode will arm you with practical tools and a fresh mindset to become a more strategic, revenue-conscious CSM.🎧 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/

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.

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

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

AI is reshaping Customer Success—but are we using it the right way?

In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.

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

We explore:

- Why not every company should rush to adopt AI

- The real AI skill every CSM should master (hint: it’s not just prompting!)

- The dangers of misusing AI in high-touch relationships

- The future role of CSMs in an AI-driven world. Whether you're new to CS or leading a team, this episode will help you think more strategically about AI and its role in your work.

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

Click here: vitally.io/cstalks

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.success6Explore

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

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.

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

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

This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles.Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.

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

In This Episode, You’ll Learn:

- How Kelly’s team is actively using AI at Vitally to drive retention, reduce time-to-value, and support scaled customer engagement

- The human vs. AI balance; why relationship-building is still the CSM’s superpower

- Why prompt-writing (and asking the right questions) is becoming a must-have skill for CSMs

- A tactical framework to pitch AI usage from the bottom up if your organization hasn’t embraced it yet

- Insights into how AI will shape future CS roles, from automation of admin work to enabling proactive, data-driven strategies

Whether you're new to CS or looking to stay ahead of the curve, this episode will equip you with real-world tactics and strategic foresight. Check out Vitally and claim your AirPods Pro for a qualified demo

📢 Like, comment, and share if you find this helpful!

In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts:

Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience.

Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations.

Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcomes that matter to the customer.

- You must go beyond surface requests and ask “why” repeatedly to uncover true goals.

- Listening deeply to words and what’s between the lines is a critical CS skill.- It’s okay to say “no”, but you must do it transparently and with a focus on alternative outcomes.

This episode is your tactical playbook for defining, discovering, and delivering real customer success, especially when the path isn’t obvious.

Listen now and start leading value conversations that drive real impact.

Connect with Us:

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/

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.

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

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

Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide strategic support.- Why focusing on outcomes over product usage elevates CSMs from product specialists to trusted advisors.Packed with actionable advice for individual contributors and early-career CSMs, this episode is a must-watch for anyone looking to make a real impact in customer success. Lincoln also shares behind-the-scenes stories about his books, including Maximizing Lifetime Value, and why the industry must evolve beyond outdated strategies.

Subscribe to Customer Success Talks for more expert insights, and join us in improving the world of customer success!

Resources:

Purchase Lincoln Murphy’s book Maximizing Lifetime Value: https://www.customergrowthlab.com/maximizing-lifetime-value-book-early-access

Explore more from Lincoln at Sixteen Ventures: https://sixteenventures.com

Follow Lincoln’s Customer Engagement and Growth newsletter: https://www.linkedin.com/newsletters/7042493583362297856/

Check out Impact Academy for CSM training: https://www.impactdemy.com/

Connect with Us:

Lincoln Murphy- https://www.linkedin.com/in/lincolnmurphy/

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/

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.

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

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

Join us on this episode where we dive into the fascinating world of behavioral economics with expert Melina Palmer, an applied behavioral economist, author, and host of The Brainy Business podcast.

Melina shares her expertise on how our brains make decisions and how customer success managers can leverage these insights to communicate more effectively and influence customer behavior.

In this episode, Melina breaks down the science of decision-making, explaining how the subconscious (System 1) and conscious (System 2) processes shape our choices.

Key Takeaways:

- Reframe Communication for Impact: Swap "if" for "when," "anyone" for "everyone," and end with thoughtful questions to boost engagement and responses.

- Understand the Subconscious: With 35,000 daily decisions, the subconscious drives most actions. -

Test and Optimize: Context matters—test email subject lines, calls-to-action, and messaging to find what resonates with your audience.

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

Don’t miss this episode to learn how to predict, influence, and streamline customer decisions!

Subscribe to Customer Success Talks for more expert advice and real-world strategies to excel in customer success.

Follow us on:

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

Tik-Tok @customer.success6

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

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:

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

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zlA

In this episode, we dive deep into the art of asking the right questions with special guest Andrea Rijna, trainer, coach, podcast host, and founder of The Power Lab.Andrea shares why listening is one of the most powerful skills in building customer relationships and how great questions unlock not just upsell opportunities but genuine impact for your customers. She introduces the SPICED Framework (Situation, Pain, Impact, Critical Event, Decision) — a simple, customer-centric method to structure conversations and uncover real needs without being pushy.You'll also hear about Andrea's inspiring journey: how a career setback led her to founding her own company, and the powerful lesson she learned about empathy after a big early mistake as a CSM.Key Takeaways:- Why being a great listener is more powerful than being a great speaker.- The SPICED Framework explained step-by-step for real-life application.- How to uncover upsell opportunities naturally through discovery questions.Whether you're an early-career CSM or a seasoned pro wanting to level up your customer conversations, this episode is packed with practical tips you can start using right away!Check out the links below to learn more about Andrea and her work with The Power Lab - https://www.thepowerlab.nl/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.success6Explore Our Podcast Website - https://cstalkspodcast.com/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.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode of Customer Success Talks, Laura Keitlinger, a seasoned customer success leader, to dive into the importance of cultural awareness in today’s globalized workplace.

From navigating small talk to understanding hierarchies and giving feedback across cultures, Lara shares her journey of living and working in the US, UK, Singapore, and Portugal.

Learn practical tips for building rapport with customers and colleagues from diverse backgrounds, avoiding cultural missteps, and fostering collaboration in international teams.

Whether you're new to customer success or a seasoned pro, this episode is packed with insights to help you thrive in a connected world.🔑 Key Takeaways:- Why is cultural awareness essential for customer success managers- How to adapt communication styles across regions and company cultures- Real-life stories of cultural challenges and lessons learnedStrategies for building empathy and curiosity in professional relationshipsConnect with Us:Laura Keitlinger - https://www.linkedin.com/in/laurakightlinger/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.success6Explore Our Podcast Website - https://cstalkspodcast.com/Resources:The Cultural Map book - https://www.amazon.de/-/en/Culture-Map-Breaking-Invisible-Boundaries/dp/1610392760Want to learn to level up your Persuasion skills in an ethical way? Go to the link below and receive a SPECIAL DISCOUNT from $897 to only $???:https://cialdini.com/persuasion-power-course-for-dentistry/special-offer?via-rr=OA54EGAOExplore Our Podcast Website - https://cstalkspodcast.com/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.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this second episode of our Customer Success Community Special, we shift the focus from building communities to how to truly engage and get value from them. Whether you're looking to network, learn, or contribute, this episode is packed with actionable insights from three inspiring community leaders.🌟 Our Guests:Marija Skobe-Pilley (Founder of Women in Customer Success) – on fostering mentorship and micro-communities for women in CS. Linkedin: https://www.linkedin.com/in/mspilley/Ejieme Eromosele (Founder of Success in Black) – on creating safe spaces for diversity, equity, and inclusion in CS. Linkedin: https://www.linkedin.com/in/ejieme/Bhumika Aurora (Founder of RuffDay) – on empowering introverts to find their voice in customer success. Linkedin: https://www.linkedin.com/in/arorabhumika/🔑 Key Takeaways:✅ How to choose the right CS community for your needs.✅ The importance of engagement—why you should contribute, not just consume.✅ How communities can help with networking, mentorship, and career growth.✅ The difference between online vs. in-person events—and which is right for you.✅ Common mistakes to avoid when joining a CS community.💬 What’s your biggest challenge in engaging with CS communities? Drop a comment below!📌 Don’t forget to like, subscribe, and hit the notification bell for more insights on Customer Success!Follow-us on Instagram - https://www.instagram.com/cstalkspodcast/and Tik-Tok @customer.success6Explore Our Podcast Website - https://cstalkspodcast.com/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.Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0QYoutube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA#CustomerSuccess #CSCommunity #Networking #CareerGrowth

Welcome to the first episode of our two-part series on Customer Success Communities!

In this episode, we dive deep into what it really takes to build a thriving CS community from inspiration to challenges, and everything in between.

Our Guests:Paru Bhandari (Founder of South Asian Success) Linkedin: https://www.linkedin.com/in/parul-bhandari-1294488/

Mohammed Alqaq (Founder of Customer Success Middle East) Linkedin: https://www.linkedin.com/in/mohammedalqaq/Jan Young (Founder of CX Exchange) Linkedin: https://www.linkedin.com/in/jan-young-cx/

Key Takeaways:

- The passion and purpose behind starting a CS community.- Common challenges: member engagement, sustainability, and balancing full-time jobs.

- The reality of funding and sponsorship for long-term success.

- Lessons learned—what worked, what didn’t, and how to adapt. Subscribe for Part 2, where we explore the benefits of being an active community member!

Follow-us on Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

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

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.

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

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