CSM Toolbox
Isabel Ruiz
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Welcome to CSM Toolbox with Isabel Ruiz. In each bi-weekly episode, we'll hear from experts in Customer Success, Product, Community Management and Marketing to name a few and learn more about their journey and insights.So, what's in your toolbox?
Available episodes
Newest first
Oldest first
Oct 3, 2022
Learning from mistakes with Angela Guedes at Claap | Ep. 18
Angela is a Senior Customer Success Leader & Startup Advisor.
Passionate about building high performing teams and mentor others to reach their full potential.
For the past +8 years, she led and operationalized multiple customer success programs, focused on reducing time to value and increasing business results.
She's results-driven and process-oriented. And values authenticity, direct communication, and grit.
How to contact Angela
https://www.linkedin.com/in/angelaguedes/
Claap
https://www.claap.io/
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Sep 26, 2022
Everything as an experiment with Steffen Hedebrandt at Dreamdata | Ep. 17
Steffen is the Co-Founder and CMO at Dream Data, which delivers tools and enables algorithmic decision-making in marketing and sales.
Dreamdata is the B2B revenue attribution platform for small to midsize B2B companies seeking to stop the guesswork and build, repeat, and scale success.
*How to reach Steffen*
https://www.linkedin.com/in/steffenhedebrandt/
Find out more about Dreamdata and Revenue Analytics here
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jul 25, 2022
Sense of community and belonging with Antonia Hellman at Toucan | Ep. 16
Antonia is the Co-Founder and CEO of Toucan, the video platform built for networking.
She is a recent graduate of Stanford University, having studied Economics and Political Science.
Prior to Toucan, her work experience was largely in political campaigning and data science.
How to reach Antonia:
https://www.tiktok.com/@antoniahellman
https://www.toucan.events
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jul 4, 2022
Leading from your strengths with Judy Bowers at Strengths Consultancy | Ep. 15
Judy is a Work Psychologist with a passion for change and helping individuals and organizations alike thrive.
She works as a coach for Strengths Consultancy, where their goal is to provide organizations with the tools and knowledge to implement positive psychology in the workplace.
They assist organizations at all levels to focus on strengths rather than weaknesses by assessing their talents using a tool known as Clifton StrengthFinders.
www.strengthsconsultancy.nl
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter *@CSMToolbox*
Don’t forget to use the hashtag *#CSMToolbox* if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page https://www.linkedin.com/company/csmtoolbox/
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Jun 27, 2022
Five hats of a Community Manager with Cèline Riemenschneider at Canva | Ep. 14
Cèline Riemenschneider is the Community Lead for Canva Creators, Germany
She is also Founder of The Community Mentor and The Community Workademy - an Online Course for Community professionals starting out in the space.
Céline on Twitter @celinecommunity
*The Community Mentor*
https://workademy.thecommunitymentor.com/
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter *@CSMToolbox*
Don’t forget to use the hashtag *#CSMToolbox* if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page https://www.linkedin.com/company/csmtoolbox/
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Jun 13, 2022
Creating a movement with Marija Skobe-Pilley at ClickUp | Ep. 13
Marija Skobe-Pilley is leading European Customer Success team at the productivity platform ClickUp.
She's building and scaling a high-performing and productive success team with the main emphasis on culture, personal and professional wellbeing.
She’s a classical musician turned tech. Having spent education years as a music performer and educator, Marija discovered her passion for tech and business after completing her graduate research on using arts to develop business competencies.
She realized that the business of the future needs more human touch, and her unique skill set and artistic mindset are in demand.
Marija is also a Founder of Women in Customer Success Podcast, a platform she founded during the pandemic, to provide the platform for women to connect, inspire and champion each other. She is committed to bringing remarkable ladies to the show, from all career stages and backgrounds, to share their inspirational story and practical tools to help others succeed and make an impact. Marija holds degrees from the University of Zagreb (BA Music, MMus) and University of Cambridge (MPhil in Education).
She's a proud mom of two, an advocate for flexible working and parents in technology.
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page:
https://www.linkedin.com/company/csmtoolbox/
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Jun 6, 2022
CS Strategy evolution with Kate Neal at Staircase | Ep. 12
A Customer Success professional since 2011, Kate has created CS programs from scratch and hired & led teams at 4 different SaaS startups.
Passionate about building and scaling relationships, Kate recently joined Staircase AI as Director of Customer Success to help usher in a new era of the CS tech stack - Relationship Intelligence.
When she's not in front of her computer, you can find her surfing, creating music, obsessively learning, and cuddling with her cute pitbull, Zen Adieu.
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*The Customer Conference - London, UK - *JUNE 15-16, 2022
The Customer Conference is the leading international independent Customer Success event for tech and non-tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.
https://www.thecustomerconference.co.uk/
Still time to get your time!
Get a discount with promo code: *TCCPARTNER*
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter *@CSMToolbox*
Don’t forget to use the hashtag *#CSMToolbox* if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page https://www.linkedin.com/company/csmtoolbox/
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May 23, 2022
Understanding customer conversations with Valentina Thörner at Klaus | Ep. 11
Valentina Thörner has 10+ years of experience in the customer support industry, from customer facing roles to managing teams, and leading the product development of the customer service quality management platform "Klaus".
She currently acts as Empress of Remote & Quality, helping companies to create and adapt quality assurance into the very fabric of how they talk about customer conversations.
Previous experiences include leadership roles at companies like Automattic and Yahoo Right Media, as well as the startup space. Originally from Germany, she lives close to Barcelona with her twin preschoolers.
Yes, she does wear a tiara.
*Klaus website:* https://klausapp.com
*Personal website:* https://valentinathoerner.com
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*The Customer Conference - London, UK*
*JUNE 15-16, 2022*
The Customer Conference is the leading international independent Customer Success event for tech and non-tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.
https://www.thecustomerconference.co.uk/
And there's still time to get your ticket - for a discount, use the code: TCCPARTNER
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter *@CSMToolbox*
Don’t forget to use the hashtag *#CSMToolbox* if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page https://www.linkedin.com/company/csmtoolbox/
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May 16, 2022
A day in the life of a CSM with Ryan Noakes | Ep. 10
With 10+ years experience in Customer Service, 6+ years working with SaaS Platforms and most recently 4+ years experience in Customer Success/ CX, Ryan was featured in a report of Customer Success Managers to watch out for in 2022.
Throughout his time in Customer Success, he’s picked up skills in Kanban, Scrum, Agile Working, Project Management and Delivery of Face-to-Face Training.
Ryan's YouTube channel
https://www.youtube.com/channel/UC10MZtMrXCKJs7y7YBtbVKw
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*The Customer Conference - London, UK*
*JUNE 15-16, 2022*
The Customer Conference is the leading international independent Customer Success event for tech and non-tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.
https://www.thecustomerconference.co.uk/
And there's still time to get your ticket - use the code: TCCPARTNER
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*If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox
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May 9, 2022
Unlocking customer value with Niclas Ramon Staberg | Ep. 09
Over the past decade, Niclas helped build two global SaaS companies, worked with 100+ of the Fortune 500, in 20+ markets.
In doing this, Niclas realized that he’s all about building truly customer-centric companies, that can both grow fast and sustainably over time, and create value for all stakeholders - Investors, employees, customers, and communities.
His mission is to make the business world Customer-Led.
Niclas currently serves as Operating Partner at Verdane Capital
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*The Customer Conference - London, UK*
*JUNE 15-16, 2022*
The Customer Conference is the leading international independent Customer Success event for tech and non-tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.
https://www.thecustomerconference.co.uk/
And there's still time to get your ticket - for a discount, use the code: TCCPARTNER
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*If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox
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Apr 11, 2022
The ROI of your product with Emilia Korczynska at Userpilot | Ep. 08
Emilia is Head of Marketing at Userpilot and a product marketing enthusiast. She has experience of working with several SaaS businesses as a marketer and a co-founder. Her passion for content marketing, SEO and SaaS products led her to build Userpilot’s whole content ops, hiring system, and documentation from ground up.
Userpilot
https://userpilot.com/
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*The Customer Conference - London, UK*
*JUNE 15-16, 2022*
The Customer Conference is the leading international independent Customer Success event for tech and non-tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.
https://www.thecustomerconference.co.uk/
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*If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mo…
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Mar 28, 2022
The new rules of engagement with Daria Danilina at Salesroom | Ep. 07
Daria is the Co-Founder and CCO of Salesroom - a virtual meeting platform enabling Account Executives to build trust with their customers without in-person interactions. Before founding Salesroom, Daria worked in growth-stage investing and sales
*Salesroom*
https://www.salesroom.com/
*How to reach Daria
*https://www.linkedin.com/in/dariadanilina/
daria@salesroom.com*
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*If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Mar 21, 2022
Remote revolution with Telma Cardona de Castro at Demodesk | Ep. 06
For the past 5 years, Telma's been working in client management and conflict mediation as a client advocate.
Most of her experience was in financial markets, being her latest experience at Aon, where she managed an extensive portfolio of both large and multinational accounts.
She has joined Demodesk 8 months ago with the mission of reinforcing the Success Team and help her team grow its business and designing creative strategies to improve and retain customers.
A big part of her day is spent brainstorming and testing out new ideas while building narrow relationships with her clients, so the biggest challenge here is to keep up with her high energy levels and her Southern Europe smile!
*Demodesk*
https://demodesk.com/
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*If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Con…
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Mar 7, 2022
The evolution of PLG with Emily González-Cebrián Lombán at Froged | Ep. 05
As Co-founder & CEO at Froged, Emily says to work with people and for people is the most valuable lesson.
She believes more in the power of cooperation than in competition.
A problem-solver and digital strategist with an extensive background in business development in different sectors: software, industrial construction, energy, retail, civil construction.
The experience of having lived in countries such as Brazil, Malaysia, France and Spain has leaded me towards a really global mindset and the ability to naturally manage multinational and multidisciplinary teams.
*Froged*
https://www.froged.com/
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Connect with me https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Feb 21, 2022
Active listening as a skill with Jurgita Paulauskaite at Tymeshift | Ep. 04
Jurgita Paulauskaite is a Lithuanian now spreading roots in sunny Portugal.
She started her journey in SaaS companies as an SDR and then discovered the amazing World of CSM.
Being a person in the field, tackling onboarding and building relationships, prepared her for the next step, leading a team of CSMs at WFM solution company - Tymeshift.
She loves to learn new things every day, to see the 'aha' moment in people's faces when things become clear and make sense.
She's a strong advocate that having a team of strong and curious individuals, who can work together as a well oiled machine, will bring you very far. Especially in the CSM world.
*Tymeshift*
https://www.tymeshift.com/
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Feb 7, 2022
Persistance and health scoring with Philipp Wolf at Custify | Ep. 03
As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data.
*Custify*
https://www.custify.com/
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jan 24, 2022
The Center of Experience with Greg Kihlström | Ep. 02
Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on digital transformation initiatives, customer experience, employee experience, and he also hosts The Agile Brand with Greg Kihlström podcast.
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If you enjoy this podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox and don’t forget to use the hashtag #CSMToolbox Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our *CSM Toolbox LinkedIn **page*
https://www.linkedin.com/company/csmtoolbox/
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Jan 10, 2022
A dynamic approach to leadership with Raphael Presberg at Nalia | Ep. 01
Raphael is a data scientist and an entrepreneur. He has studied in Paris, New York and Tel Aviv, and worked for Schneider Electric as a data engineer before handling several freelance assignments (risk management data science @Pfizer, fraud detection @IEEE).
After going back to Paris, he co-founded Nalia alongside Alexi Tuill.
Nalia delivers an early warning system to identify in advance risks of churn and on upsell opportunities.
*Nalia*
https://www.nalia.io/
*How to contact Raphael*
*https://www.linkedin.com/in/raphael-presberg/*
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Dec 13, 2021
Authenticity as a core value with Esben Friis-Jensen at UserFlow | Ep. 31
Esben Friis-Jensen is the co-founder and Chief Growth Officer at Userflow, a no-code builder for in-app onboarding and surveys, allowing SaaS businesses to be more product-led.
Prior to Userflow, Esben co-founded Cobalt, which today is a 200+ employee company.
How to contact Esben
*https://www.linkedin.com/in/esbenfriisjensen/*
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Nov 29, 2021
Building genuine relationships with Will Stevenson at Onboard | Ep. 30
Will Stevenson is the Founder and COO of Onboard - a software built to help companies onboard their customers faster.
He has over 10 years of experience building and leading CS and Onboarding teams at high growth B2B SaaS companies. And was recently named one of the Top 100 CS Strategists.
How to reach Will:
https://onboard.io/
will@onboard.io
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Nov 22, 2021
Copywriting 101 for Customer Success with Ekaterina Howard | Ep. 29
Ekaterina Howard helps B2B SaaS startup founders and growth marketers get more traction with research-driven conversion copy — without slowing down their growth initiatives. Ekaterina has worked with clients, such as ClickGUARD, Wonderwerk, Parallax, and Warmly, on website copy, paid traffic funnels, and copy optimization projects (not to mention emails).
Find out more about Ekaterina at ekaterinahoward.com
Or on LinkedIn: https://www.linkedin.com/in/ekaterinahoward/
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*If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Nov 15, 2021
Value creation with John Henwood at Productboard | Ep. 28
This week's episode features John Henwood.
John leads the Customer Success team at Productboard while co-leading Vancouver's Customer Success community of 1,500 practitioners.
Before joining Productboard, John had more than 10 years experience in Account Management and Customer Success, with nearly 6 years growing Customer Success at Hootsuite, where he ended leading the Enterprise Customer Success group in North America.
https://www.productboard.com/
How to reach out John:
https://www.linkedin.com/in/johnhenwood/
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Nov 9, 2021
The future of work is choice with Lisette Sutherland at Collaboration Superpowers | Ep. 27
Lisette Sutherland is the director of *Collaboration Superpowers*, a company that helps people work together from anywhere through online workshops.
She also produces a regular podcast featuring interviews with remote working experts highlighting the challenges and successes of working with virtual teams.
Episode 225 *“What not to wear when working remotely”*
https://open.spotify.com/episode/6s6DV270GQEJnbl1IaTesP?si=LYCd5ItjSPeJuxE8dvSH6A
*Collaboration Superpowers*
https://www.collaborationsuperpowers.com/
*Podcast*
https://lisettesutherland.com/podcasts/
*
From Lisette's toolbox*
https://www.mmhmm.app/
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.co…
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Oct 25, 2021
Enabling customers in a better way with Puneet Kataria, at CustomerSuccessBox | Ep. 26
This week's episode features Puneet Kataria, founder & CEO of CustomerSuccessBox
As one of LinkedIn’s top Voices and named 2021 Top 100 CS Strategist, Puneet is deeply passionate about the three product joys:
the joy of producing, the joy of selling, and the joy of ownership. In his previous avatar, he was VP at a B2B SaaS company, Kayako, where he inherited 10000+ live accounts and was tasked to plug the leaky bucket.
Five years later, that translated into an obsession to fix the leak for every B2B SaaS business, and he started CustomerSuccessBox.
CustomerSuccessBox is an Outcome Driven customer success platform which helps B2B SaaS companies reduce churn and grow their recurring revenue. It automates customer onboarding, product usage analysis and user communication.
https://customersuccessbox.com/
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter *@CSMToolbox*
Don’t forget to use the hashtag #CSMToolbox if you want…
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Oct 11, 2021
Building experiences with Ashley Porciuncula at Orbital | Ep. 25
This week's episode features Ashley Porciuncula, CEO and co-founder of *Orbital*.
Ashley has over 15 years of experience as a freelance startup consultant and product leader for B2C and B2B clients, ranging from tech startups and bootstrapped ventures to Fortune 500 corporations.
Orbital is your always-ready, zero-friction, super-interactive, fun-to-customise, never-seen-anything-like-it-before place to gather.
Get your free account at https://orbital.chat
Follow Orbital on Twitter*
@OrbitalChat
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find a mobile or web apps that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Sep 27, 2021
Product Demonstrations tips - Where to start? | Ep. 24
“Failing To Prepare Is Preparing To Fail” — Benjamin Franklin
Either if it's a presentation or training, sometimes we just need a mental checklist just to make sure that as soon as we hit that meeting link, we are ready to go!
*The Top 7 Tips for Pulling Off a Great Demo Presentation*
https://www.lifesize.com/en/blog/demo-presentation/
*Zoom Fatigue & Myths About Hybrid Working*
https://athenaleaders.com/zoom-fatigue-hybrid-working-myths/
*What Your Body Language is Saying About You on Video*
https://hopin.com/blog/body-language-video
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Sep 20, 2021
Building culture remotely with Raphael Allstadt at tl;dv | Ep. 23
Every month, leaders of their industry share with us their experiences and insights
I had the opportunity to talk to Raphael Allstadt, Co-Founder and CEO at tl;dv.
As a remote founder, him as his Co-Founder have always been passionate about harmonizing async-first communication and video to reduce our time in meetings, while keeping everyone always on the same page.
With tl;dv you can record, transcribe and highlight all meetings to make the most important moments accessible for anyone at any time and right from your favourite platform.
https://tldv.io/
https://tldv.io/manifesto
You can always reach out to Rapha on LinkedIn and Twitter.
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn p…
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Sep 6, 2021
Customer centric DNA with Ellie Hutton at Dooly | Ep. 22
Every month, leaders of their industry share with us their experiences and insights
I had the opportunity to talk to Ellie Hutton, Head of Customer Success at Dooly.
Ellie is passionate about developing a user first digital strategy and aligning the business around the customer to earn the right to grow.
Dooly is the fastest way to update Salesforce, take sales notes, and easily manage all your deals.
*G2 Rates Dooly #1 Most Loved Sales Engagement Software in Summer 2021 Grid Report*
https://www.dooly.ai/blog/g2-sales-engagement-software-grid-leader-summer-2021/
How to reach Ellie
https://www.linkedin.com/in/ellie-hutton-2642091/
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter *@CSMToolbox*
Don’t forget to use the hashtag *#CSMToolbox *if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page…
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Aug 30, 2021
Life is a non stop pitch - Chapter from: Life's a Pitch | Ep. 21
*Book*
Life's a pitch
How to sell yourself and your brilliant ideas.
By Stephen Bayley and Roger Mavity
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Aug 23, 2021
Customer community is the new power tool | Ep. 20
Building a customer community has been a hot topic and there’s no stopping to it.
From community platforms, books, courses, communities about community, you name it!
In today’s episode, I talk about Tom Ross’ community manual and how it can inspire your next Customer Advisory Board meeting or if you are setting up a customer community, make sure to download his manual.
Tom Ross helps entrepreneurs build highly engaged, awesome communities.
Tom Ross
Tom is the founder and CEO at Design Cuts, a community of over 750,000 creatives.
*Community Manual*
https://tomross.co/
*Always Learning
*CMX Summit 2021
Empowering professional community builders, CMOs, and CEOs over three full days.
From August 31–September 2, 2021.
https://events.cmxhub.com/events/details/cmx-cmx-hq-presents-cmx-summit-2021-rise/
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Aug 16, 2021
Culture of curiosity with Ashley Sachs, Director of Support and Success, Whereby - Ep. 19
Every month, I’m featuring a guest to share with us their experiences and provide us with insights from their industry.
I had the opportunity to talk to Ashley Sachs, Director of Support and Success at Whereby.
Ashley has spent her career working for customer first brands. Recently, she has worked with the team at Whereby to help build a Support and Success experience that reflects the product itself: easy.
Her favorite things to nerd out on are leadership principles, work culture, and food.
When she isn’t working, you’ll find her soaking up a good bestseller and a pour over coffee.
Whereby is a video conferencing tool that incorporates screen sharing, recording, chat, live reactions and integrations with Google Drive, Trello, Miro and YouTube in personalized meeting rooms for up to 50 people.
https://whereby.com/
*Communities Ashley recommends*
Support Driven
https://supportdriven.com/
Women in Customer Success
*How to reach Ashley*
@AshleySachs
linkedin.com/in/ashleysachs…
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Aug 2, 2021
Learning leadership in 2 minutes a day with Bunch | Ep. 18
Bunch
https://bunch.ai/
Weekly Briefing
https://weeklybriefing.substack.com/
Join their Slack community through this form
https://bunch-ai.typeform.com/to/HAY4C9
Bunch in App Store
https://apps.apple.com/app/apple-store/id1500872908?mt=8
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jul 26, 2021
The road less traveled - Let’s talk about certifications - Ep.17
*Product Marketing Alliance**
*Customer Advisory Boards Certification, delivered by Bree Bunzel, Head of Global Customer Marketing at Dropbox.
https://certified.productmarketingalliance.com/p/customer-advisory-board-certified
General assembly
https://generalassemb.ly/education
Open book of Customer Success
Under >> *Resources*
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jul 19, 2021
From Marketing with love - A conversation with Remco de Vries at inSided | Ep. 16
Every month, I’m featuring a guest to share with us their experiences and provide us with insights from their industry.
I had the opportunity to talk to Remco de Vries, VP of Marketing at inSided.
During our conversation, Remco and I talk about inSided, what have they learned from Customer feedback, and how Customer Success and Marketing are great partners but at the same time, they can be quite siloed.
Also, one of his favourite tools, might surprise you!
How to reach Remco
https://nl.linkedin.com/in/remcodv
remco@insided.com
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jul 5, 2021
Negotiating starts with YOU | Ep. 15
Felt really inspired after listening to Alexandra Carter on Clubhouse.
Waiting for a copy of her book from my local bookshop.
More information on Alexandra Carter and other references to this episode:
*Alexandra Carter*
https://alexcarterasks.com/
*Alexandra Carter’s book “Ask for more”**
*https://www.waterstones.com/book/ask-for-more/alexandra-carter/9781471188527
Chris Voss
https://carrotsareorange.com/negotiating-with-kids/
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Find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customers' engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jun 28, 2021
Let's recap and join me on CSM Toolbox this summer | Ep. 14
In today’s episode, let’s go down memory lane and do a quick recap with our guests on how they have looked at communities for inspiration and viewed the customer’s journey from their perspective.
Join me and let’s reopen that toolbox.
And for a chance to be on CSM Toolbox, make sure to follow our LinkedIn Page and you'll find out more soon!
https://www.linkedin.com/company/csmtoolbox
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Jun 21, 2021
Through the lens of Customer Experience with Dana Alvarenga | Ep.13
Every month, I’ll be featuring a guest to share with us their experiences and provide us with insights from their industry.*
*
I had the opportunity to talk to Dana Alvarenga, Director of Customer Experience at SlapFive.*
*During our conversation, we talked about skills required for customer facing roles, putting ourselves in the customer's shoes, Slack Communities and how we share our love for Canva.
(We are Fanvas!)
How to reach Dana
https://www.linkedin.com/in/danaalvarenga/
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jun 14, 2021
Learning from Mentors and Mentees | Ep. 12
Are you a mentor?
As a mentee, what has been the process you follow when contacting a mentor?
What have you learned from your mentees so far?
This week, I explored the concept of reciprocal mentoring
*Resources
Simon Sinek: Why Reciprocity Improves Mentor Mentee Relationships*
https://youtu.be/NrWg1qy2WNI
*
Mentorloop via The Customer Success Network*
https://customersuccess.network/mentoring
*
**Coaching Station with Ronni Gaun*
https://hub.practicalcsm.com/coaching-station/
*GrowthMentor referral link*
https://www.growthmentor.com?ref=isabelruiz
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jun 8, 2021
Is my video on? - Working remote but not distant | Ep. 11
As a leader, have you found yourself trying to motivate your team to keep their camera on during meetings?
Is there an underlying issue, or virtual meetings aren't as engaging as a face to face meeting?
Sharing a few ideas and resources I have found in the community.
Donut
https://www.donut.com/
*Article:*
Zoom fatigue is real — here’s why video calls are so draining by Libby Sander
https://ideas.ted.com/zoom-fatigue-is-real-heres-why-video-calls-are-so-draining/
Spot meetings
The first tool optimized for collaborative walking meetings.
https://www.meetwithspot.com/
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Jun 1, 2021
What's in your inbox? Let's talk newsletters | Ep. 10
In this week's episode, let's take a look at Customer Success Newsletters.
*CS Insider**
*https://csinsider.substack.com/
*The Success League*
https://www.thesuccessleague.io/csblog
The Customer Success Newsletter by Alex Bakula Davis
https://newsletter.alexbakuladavis.com/*
**Turn the Churn by Shelley Davis*
https://turnthechurn.com/
inSided
https://www.insided.com/blog
Customer Uplift by Jon Triggs
https://customeruplift.com/
Success Happy Hour newsletter by Chris Hicken from 'nuffsaid.
https://nuffsaid.com/blog/newsletter*
*Issue #49: 15 Customer Success Leaders Share Their Best Career Advice
https://nuffsaid.com/blog/newsletter/customer-success-leaders-career-advice
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2N…
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May 24, 2021
Where's my presentation template? Let's Canva | Ep. 09
There's nothing like a bit of inspiration in our day-to-day activities.
From presentation decks, to LinkedIn posts, infographics and so much more.
Canva has got you covered!
And if you would like to test out Canva, feel free to use my referral link here
https://www.canva.com/join/zjl-nsw-zgg
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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May 18, 2021
Partnerships at work: Product Management with Shaw Li | Ep. 08
Every month, I’ll be featuring a guest to share with us their experiences and provide us with insights from their industry.
In this episode, I had the opportunity to talk to Shaw Li.
Shaw has 10+ years of product management experience earned working at pre-seed, venture funded, and Fortune 500 companies. He recently led product at Haven Life, an Insurtech startup in NYC.
He writes a weekly newsletter, The Elements of Product Management for mid-career Product Managers with templates and practical advice.
You can reach him there for product advisor or mentoring.
*The Elements of Product Management*
https://shawli.substack.com/people/7077810-shaw-li
Blog post:
*Understand what "customer success" does so you can build a better working relationship as a PM*
https://shawli.substack.com/p/understand-what-customer-success
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Don’t forget to use the hashtag #CSMToolbox…
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May 11, 2021
Customer Success Slack communities | Ep. 07
Slack is not only a messaging platform to communicate with your colleagues or customers.
It's also a great networking resource.
In today's episode, I am highlighting four Customer Success Communities plus a special mention outside of Slack.
*Customer Success Leadership Network*
Slack: https://bit.ly/2SGWsb5
LinkedIn: https://www.linkedin.com/company/cs-leadership-network/
*ThriveNetwork*
Slack: https://bit.ly/3heUx7E
LinkedIn: https://www.linkedin.com/company/thrivenetwork/
*Women of Customer Success*
https://www.womenofcustomersuccess.com/join
LinkedIn: https://www.linkedin.com/company/women-of-customer-success/
*Women in Customer Success *(by Marija Skobe-Pilley)
Slack: https://bit.ly/3bipZOF
LinkedIn: https://www.linkedin.com/company/womenincspodcast/
*Customer Success Chat by Gainsight*
https://bit.ly/3o69IBq
*Pulse Everywhere 2021 - June 9-11, 2021
*https://gainsightpulse.com/everywhere/
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May 4, 2021
Where's my meeting template? Think Hugo | Ep. 06
As part of your busy week, do you also have to block out time to do "admin work"?
Meeting notes are crucial, and we know how relevant they are, so we can keep that CRM or Google Doc up to date.
We don't need to struggle any more. Or at least not as much as before.
Today, I want to highlight an extremely valuable tool called Hugo.
Hugo's blog:
*Stop saving meeting notes in folders *(How to keep meetings organized)
https://www.hugo.team/blog/calendar-centric-meeting-notes
And if you would like to try out Hugo, feel free to use my referral code.*
*https://bit.ly/3u2pgZb
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If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
And don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page
https://www.linkedin.com/company/csmtoolbox/
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Apr 27, 2021
Starting your journey in Customer Success | Ep. 05
How exciting!
Today, we'll talk about starting your journey in Customer Success.
Everyone's journey is different. You can find inspiration from many sources.
And I'll point out a few on this week's episode.
*The Five Elements of The 5-Second Rule - Mel Robbins *
https://melrobbins.com/five-elements-5-second-rule/
*Dear Insider*
Dear Insider is CS Insider’s new advice column, where Customer Success experts like Kristi Faltorusso from CS Real Simple respond to your anonymous questions about issues and challenges at work and beyond
https://bit.ly/3dVrbJI
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If you enjoy this micro podcast, please subscribe and leave a review.
Supporting my Customer Success community brings me a lot of joy and would like to hear from you.
Twitter @CSMToolbox
And don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
* Connect with Isabel Ruiz https://bit.ly/2NDfOvy
* Follow our CSM Toolbox LinkedI…
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Apr 20, 2021
Workshops done the Butter way | Ep. 04
Every month we'll feature a special guest and I had the opportunity to talk to Christopher Holm-Hansen, Co-Founder and CPO at Butter.
Butter.us is a startup based in Denmark but operating fully remote.
Chris and the team at Butter have been building an “all-in-one” platform for planning and running virtual workshops.
With his background in Design Engineering, he's been designing digital products with the user at the core in both agencies, startups and corporates across the Nordics.
His goal is to build experiences that evoke emotions and joy when people interact with them.
During our chat we cover:
- His journey and learnings in the startup scene
- Necessary skills for any co-founder
- Customers feedback at the forefront of product development
- Product-led growth v. Customer-led growth
More on Butter
https://techcrunch.com/2021/04/08/butter/
Connect with Chris
https://www.linkedin.com/in/cholmhansen/
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And don’t forget to…
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Apr 13, 2021
What’s in your subject line? - Don’t be afraid of emojis | Ep. 03
Getting our message across in a crowded customer inbox seems like a hard task at times, but there are a few resources we can leverage.
And believe it or not, one of them are emojis.
Marketers have been embracing them for a while now and there might be something to it.
*Resources*
*Book:*
*Ann Handley - Everybody writes**
*http://bit.ly/3f0W6oI
Writing Customer-Friendly Copy
https://bit.ly/3rDuicU
*The Real Scoop on Email Emoji in Subject Lines*
https://www.campaignmonitor.com/blog/email-marketing/the-real-scoop-on-email-emoji-in-subject-lines/
*Using Emoji and Symbols in Your Email Subject Lines
**https://www.campaignmonitor.com/resources/guides/using-emojis-and-symbols-in-email-marketing/*
World Emoji Day* -* July 17
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You can find me on Twitter @CSMToolbox
And don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve…
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Mar 30, 2021
What's in your calendar? - CS Communities & Events | Ep. 02
In today's episode, we'll talk about CS communities and their upcoming events.
The way we network has changed (a lot!!) since last year, but there's a silver lining to it.
Events going virtual have allowed us to join in from anywhere and everywhere.
More episodes around communities to follow, so stay tuned!
*Resources:
*
**CS Insider http://bit.ly/csinsiders
CS Insider LinkedIn page
https://www.linkedin.com/company/csinsider/
Twitter: @CSInsiderReport
***CS Insider Mixer **
*April 8th, 2021
https://lu.ma/4gc2vwtd
** Customer Conference
*The Largest Global Customer Success Conference
*https://www.thecustomerconference.co/
June 15-16, 2021
#thecustomerconference
** Customer Success Network
https://customersuccess.network/
YouTube channel
http://bit.ly/3f1uzng
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If you enjoy this micro podcast, please subscribe and leave a review.
Supporting my Customer Success community brings me a lot of joy and would like to hear from you.
Twitter @CSMToolbox
And don’t forget to…
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Mar 30, 2021
Let’s make a video! - Loom for Customer Success | Ep. 01
Nowadays, CS Teams communicate in a digital space.
We want to engage with your customers in more creative ways and video seems to be working for Sales & Marketing, so today we’ll take a quick look at Loom.
https://www.loom.com/
How to Leverage Video Messages in Customer Success
https://www.loom.com/blog/use-cases-customer-success
InSided blog http://bit.ly/390uVqc
7 predictions to include in your Customer Success strategy for 2021 by Jo Johansson
——————
Connect with Isabel Ruiz https://bit.ly/2NDfOvy
Join our CSM Toolbox LinkedIn page https://www.linkedin.com/company/csmtoolbox/
If you enjoy this micro podcast, please subscribe and leave a review.
You can find me on Twitter @CSMToolbox
Don’t forget to use the hashtag #CSMToolbox if you find an upcoming mobile or web app that can help us improve and enhance our customer engagement.
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Mar 30, 2021
Trailer - CSM Toolbox
Welcome to CSM Toolbox with Isabel Ruiz!
Would you like to leverage video to enhance your customer interactions? Or learn about how copy writing can increase our creative thinking? Are you starting your Customer Success journey and would like to find out about online communities where you can meet fellow CSMs?
CSM Toolbox is the weekly micro podcast dedicated to strengthen your Customer Success skills.
As a bonus episode once a month, we'll hear from experts in disciplines such as Product, Community Management, Marketing and Content to name a few and leverage their insights.
Catch a new episode every Tuesday right here.
So what's in your toolbox?
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