In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles.

The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital automation with personalized approaches to drive efficiency and enhance customer engagement.

Nick explains the critical differences between digital and scaled CS models, emphasizing the importance of aligning these strategies with customer needs and business goals.

Key Takeaways:

- Transitioning Careers: Learn how Nick leveraged his past experiences to successfully transition into Customer Success, highlighting the importance of passion and preparation.

- Digital vs. Scaled CS: Understand the distinctions and synergies between fully automated digital CS and scaled CS models for SMB and enterprise customers.

- Efficiency through Automation: Discover practical steps to implement automation, streamline processes, and improve CSM productivity without sacrificing human connection.

Whether you're new to Customer Success or looking to enhance your current practices, this episode offers actionable advice and real-world examples to help you drive customer value at scale.

🔗 Sponsor Shoutout: Special thanks to Flowla for simplifying complex onboarding processes. Check the description below for an exclusive discount!

Check Out Flowla - flowla.com/cstalks

Discount code: cstalks25

Want 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=OA54EGAO

Connect with Us:

Nick Morris-https://www.linkedin.com/in/nicholascmorris/

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

Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8

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/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q

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

In today's episode, I had the pressure to talk about Customer Education and how it's interconnected with Customer Success, with Vicky Kennedy, CEO of Echtus and a leading expert in developing customer-focused learning programs. Vicky shares her experience in crafting data-driven, strategic education initiatives that go beyond onboarding, helping organizations drive deeper engagement, higher adoption, and lasting customer loyalty.

Vicky brings light to the strategic importance of customer education in driving customers' success. She explores how well-structured education programs can significantly enhance product adoption, customer retention, and overall satisfaction.

She shares best practices for creating effective educational content, how to measure success, and how customer education can help businesses engage and retain customers in the long term.

Key Takeaways:

• Best practices for designing scalable and effective education programs.
• How to measure the impact of education on customer retention and satisfaction.

• How to turn education into a growth lever for your organization.
• The future of customer education and emerging trends.

Whether you're a customer success manager, product strategist, or team leader, this episode is packed with actionable insights that will help you elevate customer relationships and empower users through education.

Check Out Flowla - flowla.com/cstalks

Discount code: cstalks25

Want 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=OA54EGAO

Meet Echtus - http://www.echtus.com

Connect with Us:

Vicky Kennedy - https://www.linkedin.com/in/vickykennedy/

Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

In this episode of Customer Success Talks, we dive into the powerful world of persuasion with expert Dr. Christopher Phelps. With years of experience in teaching professionals the mastery of persuasion, Chris brings a unique blend of hands-on expertise and psychological insight, making him the perfect guide for this essential skill. In Part 1 of our two-part series, Chris explores Dr. Robert Cialdini's 7 principles of persuasion and reveals practical ways customer success managers (CSMs) can apply these strategies to deepen client relationships and drive success. The 7 Principles of Persuasion: Reciprocity – People naturally dislike feeling indebted, so offering value encourages clients to reciprocate. Commitment – Consistency is key; people tend to commit to actions aligned with their values. Social Proof – People are influenced by what they see others doing. Authority – People trust authoritative figures and credible sources. Liking – People are more likely to agree with those they feel similar to or like. Scarcity – Limited availability increases demand. Unity – Shared identity strengthens bonds. Check Out Flowla - flowla.com/cstalks Discount code: cstalks25 Want 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=OA54EGAO Connect with Us: Dr. Christopher Phelps - https://www.linkedin.com/in/dr-christopher-phelps-2b48b718/ Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/ Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8 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/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q Youtube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA