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