Shows
The Daily StandupTighten the loop | Monica StewartEpisode 273: Monica Stewart wants to know how we get to value sooner.⏱️ Timestamps:00:00:00 - Intro00:01:31 - The big question on customer success00:01:48 - Vendor mishaps and lessons learned00:05:27 - Why traditional sprints fail00:07:04 - Rob's show and tell inspiration00:08:33 - The power of focused sprints00:11:03 - Internal dysfunction challenges00:12:21 - Positivity and customer engagement📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:...2025-06-2416 minThe Daily StandupShift from sales | Noble ToddEpisode 268: Noble Todd describes how he made the leap from sales to customer success.⏱️ Timestamps:00:00:00 - Intro00:02:07 - What’s on Noble's mind about CS00:03:01 - Transitioning from sales to CS00:04:17 - JP's tips for CS success00:08:24 - The challenge of landing a CS role00:09:56 - Rob's unexpected sales journey00:12:48 - Rob’s value model of expansion selling00:13:48 - Noble's thoughts on discovery and solutions📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetim...2025-06-1715 minThe Daily StandupRepresentation matters | Clare KnightEpisode 260: Clare Knight says "All aboard the onboarding train!"⏱️ Timestamps:00:00:00 - Intro00:02:37 - Controversial suggestion: onboarding in sales 00:03:35 - Aligning incentives between sales and onboarding 00:04:29 - Crossing the promise-to-delivery chasm 00:06:32 - Fighting the trough of disillusionment 00:08:52 - Onboarding as the customer's cheerleader 00:09:11 - Risks and realities of early CS involvement 00:11:21 - Final thoughts on seamless transitions📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the h...2025-06-0513 minThe Daily StandupLevel of expertise | Kimberly AyalaEpisode 259: Kimberly Ayala is polling the audience.⏱️ Timestamps:00:00:00 - Intro00:01:32 - The great product knowledge debate 00:02:19 - Finding your depth: JP’s product layers 00:05:13 - When business value outweighs product know-how 00:06:32 - Bridging the product knowledge gap 00:08:02 - The power of asking ‘why’ 00:10:31 - There's no one-size-fits-all answer 00:12:02 - Experimenting to find what works📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dil...2025-06-0413 minThe Daily StandupOne meelion | Majd MaksadEpisode 258: Majd Maksad is working on something big.⏱️ Timestamps:00:00:00 - Intro00:01:35 - Rethinking customer communication 00:03:02 - Say goodbye to repeating yourself 00:04:43 - You're not Steve: The pain of support calls 00:05:09 - Envisioning autonomous customer success 00:07:03 - The high cost of ignoring AI 00:07:47 - Real-world AI use case: Bug-fixing bots 00:08:39 - Revenue generation over cost cutting 00:10:42 - Wrapping up and what's next in AI CS📺 Lifetime Value: Your Destination for GTM contentWebsite: https...2025-06-0312 minThe Daily StandupConfusion begets procrastination | Brian HansenEpisode 257: Brian Hansen is here to help motivate founders AND customers.⏱️ Timestamps:00:00:00 - Intro00:02:25 - Merging humanity with business strategy 00:03:13 - Why founders procrastinate post-sale 00:04:16 - From anxiety to action: Rob’s framework 00:06:11 - Communication: the key to retention 00:07:06 - Courage and growth in the unknown 00:09:10 - Logic versus fear: managing founder anxiety 00:10:23 - Founders don’t know what they don’t know📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-06-0213 minThe Daily StandupAmbition | Ep. 256Episode 256: JP & Dillon uncover what ambition means in the modern career.⏱️ Timestamps:00:00:00 - Intro00:01:20 - Finding value in purposeful work 00:02:58 - Is ambition always a requirement? 00:04:32 - The hidden face of age bias 00:05:38 - Women, families, and ambition gaps 00:07:06 - When promotion isn't the prize 00:08:19 - The cost of hustle culture 00:09:32 - Final thoughts and future debates 00:09:38 - Credits and contact info📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetim...2025-05-3010 minThe Daily StandupA lifecycle by any other name | Lindsey HuletEpisode 255: Lindsey Hulet, a VP of Operations *and* People, sees the internal workings of a tech company from a unique perspective.⏱️ Timestamps:00:00:00 - Intro 00:02:23 - People success mirrors customer success 00:03:21 - Employee lifecycle as the new customer journey 00:05:07 - Analogies between CS and people ops 00:06:42 - The Builder Prime team size and impact 00:07:14 - Creating a benefits backlog 00:08:36 - The power of human-centric employee growth 00:10:49 - When startups should invest in people ops 00:11:24 - Final thoughts and future conversations2025-05-2913 minThe Daily StandupFog of war | Justin NealEpisode 254: Justin Neal is navigating the rapidly evolving customer success practice.⏱️ Timestamps:00:00:00 - Intro00:02:34 - The arms race in CS begins 00:04:01 - Goodbye fluff, hello metrics 00:06:07 - Why customer success is shifting 00:08:04 - The enterprise mismatch dilemma 00:09:28 - Redefining ops: More than just tools 00:10:43 - Breaking down the ops framework 00:11:27 - Perception vs. pricing in CS hiring 00:12:18 - Final thoughts and future outlook📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lif...2025-05-2813 minThe Daily StandupThe trust experience | Megan BurnsEpisode 253: Megan Burns knows it all begins with trust.⏱️ Timestamps:00:00:00 - Intro00:01:47 - Trust takes center stage in B2B CX 00:03:02 - Beyond personal bonds: Organizational trust 00:04:02 - Trust issues with traditional CX metrics 00:04:51 - The silent driver across the customer journey 00:06:09 - The four pillars of customer trust 00:07:08 - The Ben Franklin effect in CX relationships 00:08:02 - Horizontal vs. vertical consistency challenges 00:09:35 - Why consistency scales better than wow moments 00:10:29 - Is trust the ultimate business curr...2025-05-2712 minThe Daily StandupTest & optimize | Scott ShouEpisode 252: Scott Shou workshops a challenge: teaching a customer dog new tricks.⏱️ Timestamps:00:00:00 - Intro00:01:18 - Scott’s journey into algorithmic marketing 00:02:02 - Marketers evolving into business builders 00:03:42 - Breaking bad testing habits 00:05:10 - Better testing through communication 00:06:31 - The auto insurance test case 00:08:36 - Measuring rigor over randomness 00:09:14 - How beer started a business bond 00:10:48 - Building better processes through data📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimev...2025-05-2613 minThe Daily StandupPessimism & politics | Ep. 251Episode 251: What has become of the social contract around employment?⏱️ Timestamps:00:00:00 - Intro00:02:01 - Caught on tape: Private meeting fallout 00:03:38 - When performance isn’t enough 00:04:44 - The myth of avoiding politics 00:05:59 - Be a force multiplier, not a divider 00:06:59 - From messed with to messed up 00:08:29 - Promotions as silent punishment 00:09:07 - Feedback and the broken social contract📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Co...2025-05-2311 minThe Daily StandupProductize yourself | Luke Bartram & James LawsonEpisode 250: Luke Bartram and James Lawson share their best job search advice.⏱️ Timestamps:00:00:00 - Intro00:02:39 - What’s on Luke’s CS recruitment mind 00:03:38 - Positioning yourself in a crowded market 00:06:01 - The value of domain expertise 00:09:20 - Productizing your CS experience 00:11:40 - Unpacking market shifts in hiring 00:13:15 - Discovering and selling your value 00:17:17 - Aligning pain points across the board 00:21:07 - Be yourself00:23:23 - Transparency makes better hiring possible📺 Lifetime Value: Your Destin...2025-05-2225 minThe Daily StandupCS Xs and Os | Adil DittmerEpisode 249: Adil Dittmer brings a classic sports analogy to the show.⏱️ Timestamps:00:00:00 - Intro00:01:49 - Defending data without the D 00:02:21 - A mission to democratize data science 00:02:55 - Why CS can't define its own value 00:04:24 - Playing defense: What it means in CS 00:06:47 - Defense often beats offense in CS 00:07:18 - The missing metrics in CS strategies 00:09:21 - Start quantifying your CS plays 00:11:34 - Is CS the misunderstood teen of tech?📺 Lifetime Value: Your Destination for GTM content...2025-05-2114 minThe Daily StandupSelling success | Kristina KlakeggEpisode 248: Kristina Muñoz Ledo Klakegg shares her journey while building a monetized customer success offering.⏱️ Timestamps:00:00:00 - Intro00:01:36 - Shifting from email to SMS marketing 00:03:10 - Strategic service as a revenue stream 00:03:39 - CS stepping into the revenue spotlight 00:05:33 - Pushing vs. pulling in customer success 00:06:58 - Entrepreneurial CS in action 00:08:12 - From free to paid: drawing the line 00:09:04 - Will customers pay for this? 00:10:02 - Pricing CS: a value-driven debate 00:11:05 - Discounted pilots and proving value...2025-05-2013 minThe Daily StandupPersonalized engagement | Nehal GuptaEpisode 247: Nehal Gupta envisions the future of customer marketing.⏱️ Timestamps:00:00:00 - AI sold me this hat00:00:47 - Meet the Daily Standup crew00:01:18 - From engineering to customer marketing00:02:10 - AI's transformation of marketing00:05:14 - The myth of the AI takeover00:06:29 - Striking the human-AI balance00:08:31 - Margin, sentiment, and smart tech tools00:09:02 - Case studies at the speed of AI00:11:23 - Hats off to hyper personalization00:12:25 - Rise of the door-to-door 2.0📺 Lifetime Value...2025-05-1914 minThe Daily StandupBack to the startup grind | Jon JohnsonEpisode 246: Jon Johnson is a few weeks into a new gig, and he's got thoughts.⏱️ Timestamps:00:00:00 - Intro00:04:41 - Early-stage startup: fresh baby diaper skin 00:06:13 - Solving fires through structure 00:11:13 - Building smart protections at speed 00:14:04 - Redefining real customer success 00:20:31 - The startup oath: repeatable revenue 00:23:21 - Can young CSMs think this strategically? 00:27:21 - Growth starts with curiosity 00:29:55 - From layoff to laptop in 30 days 00:40:05 - Networks fade, communities stick 00:44:26 - OF2025-05-1646 minThe Daily StandupWhat CS can learn from marketing | Irwin HipsmanEpisode 245: Irwin Hipsman returns and shares what he learned from a recent marketing conference.⏱️ Timestamps:00:00:00 - Intro00:01:54 - Insights from the NYC alliance conference00:02:20 - B2C’s surprising presence and takeaways00:03:45 - Group reference calls: game-changing move00:04:58 - The risks and rewards of open invites00:06:07 - Bridging the marketing-silo disconnect00:07:35 - Understanding customer vs product marketing00:09:33 - The hidden power of database cleaning00:11:52 - The scary truth behind dirty data00:13:32 - Irwin’s comeback and final thoughts...2025-05-1514 minThe Daily StandupIn defense of entry level | Stephanie TkachEpisode 244: Stephanie Tkach wonders where all the entry level CS roles have gone.⏱️ Timestamps:00:00:00 - Intro00:01:03 - What Kind Work is doing differently 00:01:50 - The mystery of vanished entry-level roles 00:02:12 - Experience overload in "entry-level" hiring 00:04:15 - The hidden cost of hiring overqualified talent 00:06:40 - JP’s career path from retail to customer success 00:08:52 - Tech dreams from an unlikely hometown 00:11:50 - Smarter recruiting through partnerships 00:13:21 - Where to find Kind Work online📺 Lifetime Value: Yo...2025-05-1414 minThe Daily StandupNoun soup | Andrew HendersonEpisode 243: Andrew Henderson has some advice on how to communicate better.⏱️ Timestamps:00:00:00 - Intro00:01:09 - GoodRx by day, podcast by night 00:02:33 - What’s on Andrew’s mind 00:03:35 - Winning the email tennis match 00:06:05 - The fine art of just enough information 00:08:43 - Why AI fails at human nuance 00:09:18 - Picking your metric poison 00:11:24 - The 5-minute passion challenge 00:12:22 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimeval...2025-05-1313 minThe Daily StandupAllegedly | Amber RhodesEpisode 242: Amber Rhodes is spilling the corporate tea.⏱️ Timestamps:00:00:00 - Intro00:01:12 - The B2B streets00:02:13 - Real Housewives meets LinkedIn00:03:06 - Founders Behaving Badly goes deep00:04:38 - Public stumbles and private screenshots00:06:33 - When “vulnerability” goes viral00:07:30 - Laughs, headlines, and newsletter gold00:08:21 - The pirate mayor and other absurdities00:09:04 - Rob’s rules for LinkedIn sanity00:12:03 - Giving flowers and saying goodbye📺 Lifetime Value: Your Destination for GTM contentWebsite: ht...2025-05-1215 minThe Daily StandupMacroeconomic uncertainty | Ep. 241Episode 241: Rob, JP, and Dillon discuss how larger forces affect the work we do.⏱️ Timestamps:00:00:00 - Intro00:01:00 - How the macroeconomy hits your workflow 00:02:20 - What the Fed interest rate really means 00:04:40 - Inflation, jobs, and controlling money 00:06:09 - Two wallets: customers and startups 00:07:24 - Startup friction when money costs more 00:10:12 - Dry powder and cautious investors 00:12:07 - MVPs are cheaper but expectations aren’t 00:13:48 - Consultants vs. AI: who adds more value? 00:16:56 - When AI still needs...2025-05-0921 minThe Daily StandupFirst in, first out | Maranda DziekonskiEpisode 240: Maranda Dziekonski has some good, but tough, advice for job seekers.⏱️ Timestamps:00:00:00 - Intro00:02:23 - The hiring crisis on everyone’s mind 00:02:58 - Light at the end of the hiring tunnel 00:04:00 - Stretch roles vs. playing to your strengths 00:06:13 - When ethics meet modern hiring tech 00:09:08 - Debunking the myth of AI-led screening 00:10:44 - Why who you know matters more than ever 00:12:13 - Harmonizing your career like a musician📺 Lifetime Value: Your Destination for GTM contentWebsite...2025-05-0815 minThe Daily StandupConversations are good for business | Chris BrissonEpisode 239: Chris Brisson, CEO of Salesmsg, is taking life one text message at a time.⏱️ Timestamps:00:00:00 - Intro00:01:28 - Big ideas: AI in customer success 00:02:45 - Personalizing the customer handoff 00:04:24 - Text vs. email: Why messaging wins 00:06:42 - Finding balance in SMS intimacy 00:09:08 - Earning your space in the contact list 00:10:23 - Educating clients on appropriate usage 00:11:45 - The “textize your business” framework 00:12:54 - Final thoughts and an open invitation📺 Lifetime Value: Your Destination for GTM con...2025-05-0714 minThe Daily StandupShare the wealth | Sara BochinoEpisode 238: Sara Bochino wants us to think more holistically when purchasing software.⏱️ Timestamps:00:00:00 - Intro00:02:23 - The SaaS promise gone wrong00:04:05 - Piecemeal journeys, big headaches00:05:01 - A roadmap for proactive teams00:05:51 - Building products with purpose00:07:26 - Who really owns your software?00:09:49 - CEOs and customer obsession00:11:15 - Time to rethink procurement📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillo...2025-05-0613 minThe Daily StandupActive adaptation | Anastasia MieshkovaEpisode 237: Anastasia Mieshkova never wants you to get caught flat-footed again.⏱️ Timestamps:00:00:00 - Intro00:00:59 - From project manager to CS leader 00:01:51 - Why adaptability is essential in CS 00:02:44 - Training your adaptability muscle 00:03:37 - Can you ever really be fully ready? 00:05:05 - Scripts vs. skills: what's more effective? 00:06:11 - Over-preparing can backfire 00:08:47 - The power of the "three solutions" method 00:09:39 - Shared values over perfect preparation📺 Lifetime Value: Your Destination for GTM contentWebsi...2025-05-0512 minThe Daily StandupThe value equation | Ep. 236Episode 236: The episode where the guys talk too long about systems thinking, behavioral psychology, and the equation of value.⏱️ Timestamps:00:00:00 - Intro00:01:29 - Celebrating milestones and new formats00:02:44 - What is systems thinking?00:05:24 - Applying systems thinking to CS00:07:17 - The psychology vs. systems debate00:12:37 - Breaking down a fiery customer episode00:17:13 - The art of customer objections00:21:02 - The upsell power of systems and empathy00:32:42 - Value, perception, and the Netflix problem00:36:30 - Get outta hea2025-05-0242 minThe Daily StandupGhost stories and VAT | Erdem GelalEpisode 235: Erdem Gelal, co-founder and CEO of Flowla, thinks we're standing inside a small window of opportunity.⏱️ Timestamps:00:00:00 - Intro00:01:19 - The surprising truth about VAT 00:02:39 - How VAT became a viral success 00:03:03 - Unlocking emotional cues with AI 00:04:44 - Why being human at scale matters 00:07:35 - Tips to make communication about them 00:08:04 - Does scaling humanity feel fake? 00:09:29 - Keeping the human touch with technology 00:10:25 - Outro📺 Lifetime Value: Your Destination for GTM content...2025-05-0112 minThe Daily StandupPerpetual onboarding | Karla KannanEpisode 234: Karla Kannan reimagines what it means to onboard a customer.⏱️ Timestamps:00:00:00 - Intro00:01:18 - Why education drives customer adoption 00:02:37 - Measuring education levels and usage 00:03:51 - True adoption vs. simple usage 00:05:33 - Spotting churn risks without usage data 00:07:09 - The inspiration behind Chimera's name 00:07:30 - Branding lessons from Karla's journey 00:08:44 - Lean Six Sigma's surprising CS impact 00:10:08 - Outro📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-04-3011 minThe Daily StandupThe job description runaround | Candy IrlandaEpisode 233: Candy Irlanda is tired of the obtuse JD!⏱️ Timestamps:00:00:00 - Intro00:01:21 - Candy and J.P.'s LinkedIn friendship 00:02:26 - What grinds Candy’s gears about job listings 00:03:16 - HR systems and the art of bad postings 00:03:39 - Nasty world, nasty work: J.P.'s rant 00:05:19 - When job descriptions change on you 00:06:10 - U.S. labor laws vs. global realities 00:06:56 - How to spot red flags when interviewing 00:08:02 - No barking, just closing thoughts 00:09:12 - Outro2025-04-2909 minThe Daily StandupReverse psychology | Gurp SinghEpisode 232: Gurp Singh wants the answers to the test ahead of time.⏱️ Timestamps:00:00:00 - Intro00:02:00 - A story of pain, passion, and action 00:05:07 - Mixing pain with pleasure in customer success 00:05:47 - CS lessons from reviving a music legacy 00:06:24 - Practical applications of personal passion 00:09:34 - Bridging the gap between CS and sales 00:12:23 - The addiction model of sales discovery 00:12:45 - Outro📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-04-2813 minThe Daily StandupFifty bosses and one big ego | Ep. 231Episode 231: Do you treat each of your customers like a boss that holds the leash?⏱️ Timestamps:00:00:00 - Intro00:01:19 - CS is not for me00:02:58 - Who’s the boss? The customer... kinda00:05:02 - Meeting overload and the myth of agency00:05:57 - Power dynamics and setting the agenda00:07:51 - Misaligned roles and the wrong career fit00:09:13 - Why teachers turn to customer success00:10:13 - Seeking creation and completion in CS00:10:36 - Context matters📺 Lifetime Value: Your Dest...2025-04-2512 minThe Daily StandupThe draft is back | Ep. 230Episode 230: Rob, JP, and Dillon liken CS to the most electric player in the 2025 NFL draft.⏱️ Timestamps:00:00:00 - Intro 00:01:19 - Offense meets defense in the NFL Draft 00:02:11 - Football strategy and customer success 00:03:28 - Playing both sides in the CS world 00:04:00 - Burnout is the injury of our field 00:05:34 - The 40-hour paradox in customer success 00:08:15 - Punished by our own versatility 00:10:06 - Specialization vs. startup generalists 00:11:13 - CSMs crave clarity over chaos📺 Lifetime Value...2025-04-2414 minThe Daily StandupGenerally speaking | Matt BennettEpisode 229: Matt Bennett returns to talk about his career evolution at the early stage company where he works.⏱️ Timestamps:00:00:00 - Intro00:02:31 - Embracing the power of generalists 00:05:13 - The blurred lines between CS and product 00:06:05 - Making the leap: How Matt carved his path 00:08:09 - Could this be a chief of staff role? 00:10:11 - The gap-bridging role every company needs 00:11:57 - The elusive job title dilemma 00:13:15 - Book tips and keeping your zen in CS📺 Lifetime Value...2025-04-2315 minThe Daily StandupAI time travel | Neil BhammarEpisode 228: Neil Bhammar has a vision for how we'll spend our days as artificial intelligence further embeds in our work lives.⏱️ Timestamps:00:00:00 - Intro00:01:56 - The walk-and-work vision for the future 00:02:48 - Rob goes screenless with voice AI 00:04:11 - Rethinking productivity, not just efficiency 00:05:36 - JP’s cornhole dreams and communal time 00:07:39 - Capitalism vs. the agreeable workload 00:09:07 - Building tools for better human focus 00:11:04 - Accessibility beyond convenience📺 Lifetime Value: Your Destination for GTM contentWebs...2025-04-2213 minThe Daily StandupNoise cancellation | Laura JarkEpisode 227: Laura Jark wonders: how can we clean the clutter off the CSMs' proverbial work desk?⏱️ Timestamps:00:00:00 - Intro00:01:22 - AI, role shifts, and the future of CSMs 00:02:31 - Why internal org noise impacts CS too 00:03:54 - Reframing value: Price is Right style 00:04:11 - Who does CS really serve first? 00:05:07 - How team charters drive focus and clarity 00:05:38 - JP’s blueprint for cutting the clutter 00:09:36 - Keeping the CS mission fresh and personal📺 Lifetime Value: Your Dest...2025-04-2112 minThe Daily StandupIsosceles triangles and technological tsunamis | Ep. 226Episode 226: It all comes back to money.⏱️ Timestamps:00:00:00 - Intro00:00:51 - Rapid-fire questions kick off 00:01:05 - Follow the money mindset 00:02:56 - Triangles, trust, and success metrics 00:03:52 - Forecasting revenue like a pro 00:04:51 - The CSM role is evolving fast 00:07:13 - Tools that truly save time 00:08:22 - ROI and internal tech buy-in 00:09:41 - AI assistants are here to help (??)📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com...2025-04-1811 minThe Daily StandupLearning to retain | Ted BlosserEpisode 225: Ted Blosser, CEO of WorkRamp, breaks down the recent acquisition of Skilljar by Gainsight.⏱️ Timestamps:00:00:00 - Intro00:01:16 - Ted Blosser & WorkRamp00:02:04 - LMS shake-up: Skilljar acquired00:02:57 - Platform consolidation vs. point solutions00:04:43 - The shifting buyer mindset00:06:17 - Rob’s LMS lightbulb moment00:07:42 - 10,000 hours saved with LMS00:09:01 - Education as a cost-saving strategy00:09:29 - JP’s take on internal LMS use📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetim...2025-04-1713 minThe Daily StandupFocus & intentionality | Will StevensonEpisode 224: Everything wants your attention. Onboard.io cofounder Will Stevenson encourages you to maintain your focus.⏱️ Timestamps:00:00:00 - Intro00:02:19 - The power of focus in a noisy world00:03:15 - Dodging trends and staying on course00:04:43 - AI hype vs. real product value00:05:30 - Finding your purpose on LinkedIn00:08:05 - Let CSMs do what matters most00:10:55 - Posting, ghosting, and the reality of LinkedIn📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-04-1613 minThe Daily StandupIrreplaceable | Archana SomasegarEpisode 223: Archana Somasegar believes in a future where CS is fundamentally human.⏱️ Timestamps:00:00:00 - Intro00:01:55 - The AI debate in customer success 00:02:48 - Demystifying how MindMe works 00:04:22 - The inspiration behind the mission 00:06:28 - Seamless integration and user experience 00:07:26 - Market trends and AI engagement boom 00:09:40 - Clarifying AI’s role in CS outcomes 00:11:37 - Empowering humans, not replacing them📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with...2025-04-1514 minThe Daily StandupBreaking tradition | Emre TekogluEpisode 222: Emre Tekoglu sees opportunity in every support interaction.⏱️ Timestamps:00:00:00 - Intro00:01:23 - Why support holds the retention key 00:02:31 - Beyond solving: Decoding support signals 00:04:29 - Collaboration over competition post-sales 00:05:36 - Escaping the ticket trap 00:08:44 - Support’s role in renewal strategies 00:09:59 - A mindset shift in customer care 00:10:59 - Until next time📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon...2025-04-1412 minThe Daily StandupUnlocking community | Zach HawtofEpisode 221: Zach Hawtof is here to say: "AI may take our jobs, but it will never take our communities!"⏱️ Timestamps:00:00:00 - Intro00:03:28 - Building digital communities for the future 00:04:51 - AI’s role in community and personalization 00:06:39 - IRL events vs digital platforms 00:08:14 - The power of niche and global connection 00:09:30 - Customers helping customers: a hidden gem 00:10:45 - Community champions as the original AI 00:12:17 - Escaping the grind with real interaction 00:13:39 - Vision, story, and the strength of belong...2025-04-1116 minThe Daily StandupWhat doesn't customer marketing do? | Melissa BeckEpisode 220: The sun never sets on customer marketing. Melissa Beck joins Dillon live at the Customer Success Collective's Summit in New York City to describe her experience.⏱️ Timestamps:00:00:00 - Intro00:01:50 - The evolution of customer marketing00:02:49 - Creating experience beyond the product00:03:31 - What customer marketing is not00:04:12 - Crossing paths with every department00:06:47 - Scaling champions through experience00:07:57 - Inside customer advocacy programs00:10:01 - The remote era of customer engagement📺 Lifetime Value: Your Destination for GTM con...2025-04-1012 minThe Daily StandupSearching for signal | Ray OteroEpisode 219: Ray Otero tells us what it's like managing customer experience at Microsoft.⏱️ Timestamps:00:00:00 - Intro00:01:36 - Embracing a growth mindset 00:01:48 - Rethinking customer experience 00:02:57 - CoPilot’s rise and cultural moment 00:03:50 - AI as an internal power tool 00:05:32 - Global CX with a product-agnostic view 00:07:24 - Turning insights into action 00:08:28 - Boosting response rates📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's L...2025-04-0913 minThe Daily StandupRevenue at a discount | Donnovan SimonEpisode 218: Donnovan Simon stops Dillon in his tracks with one simple saying.⏱️ Timestamps:00:00:00 - Intro00:02:03 - Customer success in tough times 00:02:57 - The global pressure on CS teams 00:03:23 - CS’s role in driving company stability 00:04:19 - CS metrics under executive scrutiny 00:05:10 - Legacy views vs. revenue accountability 00:05:56 - Why leadership must understand CS value 00:06:32 - Evolution toward revenue ownership 00:07:14 - Retention cost vs. acquisition cost 00:08:06 - Margin is king📺 Lifetime Value: Your Destination for GTM conte...2025-04-0810 minThe Daily StandupFollow the data | Laure MaisonrougeEpisode 217: Need Laure Maisonrouge say more?⏱️ Timestamps:00:00:00 - Intro00:01:34 - Data as your customer success compass 00:02:17 - Why your onboarding might be failing 00:04:20 - Blending instinct with analytics 00:05:03 - Fast-tracking feature activation 00:06:28 - Guiding customers through integration 00:07:44 - Building a scalable success framework 00:10:29 - Modular onboarding, powered by data 00:13:01 - Adapting teams through product evolution📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect wi...2025-04-0717 minThe Daily StandupThe brand curiosity theory | Chirag NijjerEpisode 216: Chirag Nijjer has been studying the evolution of marketing.⏱️ Timestamps:00:00:00 - Intro00:01:50 - From Google to global brand speaker 00:02:37 - Rethinking customer journeys with AI 00:04:23 - The brand curiosity theory in action 00:05:42 - Why AI isn't always the smartest fix 00:07:07 - When deleting your homepage works 00:08:01 - Start with the end goal, not the tech 00:09:56 - Breaking paralysis with baby steps 00:10:17 - Startup lessons and chasing impact 00:11:36 - Youngest Platinum CSM at Google2025-04-0415 minThe Daily StandupFinding peace in the process | Carly AgarEpisode 215: Carly Agar shares advice for the #1 question she's been getting lately.⏱️ Timestamps:00:00:00 - Intro00:02:31 - Promotions, layoffs & CS overthinking 00:03:27 - Turning weekly challenges into playbooks 00:04:50 - SDR vs. CSM: Easier to innovate? 00:05:56 - Career hygiene in uncertain times 00:08:40 - Don’t fear your resume or networking 00:09:21 - The messy truth behind promotions 00:12:53 - Play the long game📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Conne...2025-04-0314 minThe Daily StandupDon't be a data horse | Hannah BrothertonEpisode 214: Hannah Brotherton can tell immediately whether you invest in your customer success team.⏱️ Timestamps:00:00:00 - Wu-Tang Financial00:01:46 - Why early ops matter for CS growth00:02:17 - Scaling struggles without operations00:03:52 - Operations as a success environment00:05:03 - Rise of the data horse00:07:20 - CSOps remains in the shadows00:08:04 - Should leaders wear all the hats?00:10:17 - When CS gets too technical00:12:23 - Bye bye📺 Lifetime Value: Your Destination for GTM contentWebsite...2025-04-0216 minThe Daily StandupSelf determination theory | Ian StormEpisode 213: Ian Storm takes the guys back to school.⏱️ Timestamps:00:00:00 - Intro00:01:46 - Ian’s vague but impactful job00:02:50 - What drives great customer success?00:03:51 - Autonomy: customers in the driver’s seat00:04:44 - Empowering employees with autonomy00:06:28 - Building competence through wins00:08:22 - Relatedness: creating real community00:10:04 - Real-world application of the theory00:12:15 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Conn...2025-04-0114 minThe Daily StandupHere come the AI straw men | Ryan SchultzEpisode 212: Ryan Schultz, founder and CEO of DIVACS, has a burning question.⏱️ Timestamps:00:00:00 - Intro00:00:57 - Ryan’s journey to launching DIVACS00:02:03 - AI in CS: hype or helpful?00:03:21 - What are we really calling AI today?00:06:01 - Why Ryan avoids the AI label00:08:10 - The bubble nobody’s talking about00:08:40 - Thanksgiving dinner and AI dreams00:10:03 - Rise of the robo-overlords?00:10:38 - A 7-year-old and AI's moral dilemma00:11:56 - Robots, reality, and what’s next...2025-03-3114 minThe Daily StandupWe talkin' bout software? | Ep. 211Episode 211: Rob & Dillon discuss culture, exercise, and mental health.⏱️ Timestamps:00:00:00 - Intro00:01:45 - The rise of “Meltdown Rob” 00:02:07 - Taking work too seriously 00:04:19 - Playing the game of life and work 00:05:09 - Walking the line between open and guarded 00:06:33 - Navigating emotional extremes at work 00:08:01 - Culture, vulnerability, and multitudes 00:08:32 - A company that truly “gets” mental health 00:10:14 - Rob and Dillon’s top self-care habits📺 Lifetime Value: Your Destination for GTM contentWebsite: https...2025-03-2812 minThe Daily StandupThe building blocks | Mohammed AlqaqEpisode 210: Mohammed Alqaq returns to the show to help us make sense of your building blocks.⏱️ Timestamps:00:00:00 - Intro00:02:03 - The Lego analogy for data mastery 00:05:58 - Why data is non-negotiable in 2025 00:06:37 - The human touch in data analysis 00:08:30 - Building a smarter data model 00:09:52 - Overcoming data roadblocks 00:11:02 - Creating a culture of data excellence 00:12:30 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝...2025-03-2715 minThe Daily StandupCustomize your talent acquisition | Seth DovevEpisode 209: Seth Dovev explains his approach to building his talent bench specific to his company's needs.⏱️ Timestamps:00:00:00 - Unlocking customer success potential 00:00:29 - Meet the crew of the Daily Standup 00:01:03 - Seth Dovev’s journey in CS and SaaS 00:01:49 - Hiring CSMs for product alignment 00:02:43 - The challenge of hiring technical CSMs 00:04:54 - The five personas of customer success 00:05:58 - Finding the right career fit in CS 00:08:13 - Identifying the next great CSM 00:09:50 - Lessons from the front lines of CS...2025-03-2614 minThe Daily StandupBabies in the boardroom | Kel KurekgiEpisode 208: "It is not up to other people to offer you a seat to have your voice heard." - Kel Kurekgi⏱️ Timestamps:00:00:00 - Intro00:02:14 - The glowing office mystery solved 00:03:05 - Victim mentality in customer success 00:05:56 - Owning your outcomes, not making excuses 00:07:14 - Fighting for budget like everyone else 00:09:01 - The echo chamber of complaints 00:11:30 - Accountability starts with you📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the h...2025-03-2513 minThe Daily StandupThe influence threshold | Sae RoEpisode 207: Sae Ro has an easy rule of thumb for measuring influence within the customer org.⏱️ Timestamps:00:00:00 - Intro00:01:38 - Who holds the power in decision-making? 00:03:11 - Learning the hard way about executive influence 00:06:03 - The hidden value of below-the-line insights 00:07:13 - ATL shoutouts and empathy for BTLs 00:09:10 - Practical steps to map customer influence 00:10:45 - From CS strategy to military metaphors 00:11:31 - Closing thoughts📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lif...2025-03-2413 minThe Daily StandupHappiness is an inside job | Ep. 206Episode 206: JP shares how he brings Buddhist principles to work each day.⏱️ Timestamps:00:00:00 - Intro00:01:15 - Buddhism at work? Oh yeah! 00:02:29 - Your job can't make you happy 00:04:10 - Fulfillment vs. happiness at work 00:04:58 - Navigating human interactions with grace 00:08:05 - It’s not about you, it’s about them 00:08:46 - Embracing feedback for growth 00:11:09 - Processing before reacting 00:11:50 - When Buddhism meets the real world📺 Lifetime Value: Your Destination for GTM contentWebsite...2025-03-2113 minThe Daily StandupThe amoeba of customer success & other things | Mickey PowellEpisode 205: The answer is no. We cannot explain why Mickey Powell referred to himself that way.⏱️ Timestamps:00:00:00 - Intro00:02:07 - The amoeba of customer success 00:03:34 - Biology and customer success 00:07:21 - Whales, cows, and CS roles 00:08:49 - Expansion vs. distillation 00:10:30 - Psychology, AI, and evolution 00:12:33 - Divergence and the future of CS 00:13:49 - Until next time📚 BooksThe Compleat Strategyst by J.D. Williams: https://www.amazon.com/Compleat-Strategyst-Primer-Strategy-Mathematics/dp/0486251012📺 Lif...2025-03-2015 minThe Daily StandupPredictable & scalable | Denny BurdaEpisode 204: Denny Burda brought Dillon's favorite thing to the show: stats! ...they're not very positive, though.⏱️ Timestamps:00:00:00 - Intro00:02:31 - Death of a salesman: is sales failing? 00:03:24 - The shocking reality of SaaS churn 00:05:16 - The metrics that really matter 00:07:51 - Customer success: the key to survival 00:09:37 - The sandwich analogy of retention 00:12:09 - Why holistic experiences keep customers 00:12:57 - Parting thoughts📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-03-1914 minThe Daily StandupForged in fire | Ilai SzpiezakEpisode 203: Ilai Szpiezak makes his case for even more entrepreneurs.⏱️ Timestamps:00:00:00 - Intro00:02:16 - Entrepreneurship is a mindset 00:03:37 - Ownership and driving value 00:05:06 - Redefining what it means to be an entrepreneur 00:07:42 - The thrill (or fear) of unpredictability 00:07:56 - Customer success and personal ownership 00:10:14 - Delivering value and owning the outcome 00:11:14 - A final challenge📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the h...2025-03-1813 minThe Daily StandupAuthentic networking | Tahjai ConkeriteEpisode 202: Tahjai Conkerite gives his tips for networking your way into opportunities.⏱️ Timestamps:00:00:00 - Intro00:01:24 - Breaking into customer success 00:02:13 - The power of networking 00:04:09 - Overcoming imposter syndrome 00:05:41 - Making meaningful connections 00:07:25 - Authenticity in personal branding 00:10:05 - Finding your tribe 00:10:46 - Parting words📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonr...2025-03-1712 minThe Daily StandupHow to navigate objections without burning bridges | Ep. 201Episode 201: The guys compare notes on handling objections at work. (No marriages were harmed in the making of this recording)⏱️ Timestamps:00:00:00 - Intro00:01:12 - Objection rebuttals: not just for sales 00:02:08 - Feel, felt, found: the persuasion playbook 00:03:51 - From customers to spouses: does it work? 00:06:20 - Chess match: uncovering the real objection 00:09:34 - When to back off: finding the magic word 00:11:45 - Multiple choice breakups: a new strategy? 00:12:50 - Wrapping up: was this actually useful?📺 Lifetime Value...2025-03-1415 minThe Daily StandupUsing your psychological advantage | Rachel ProvanEpisode 200: Self-described psych nerd Rachel Provan gives the guys some tips.⏱️ Timestamps:00:00:00 - Intro00:01:34 - Psychology’s role in customer success 00:05:07 - Business-oriented empathy explained 00:06:25 - The hidden power of reducing friction 00:08:27 - Psychology and personal motivation 00:11:31 - The mere exposure effect in onboarding 00:13:20 - The three-step strategy for success 00:14:21 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: ht...2025-03-1316 minThe Daily StandupDo we need a rebrand? | Lincoln MurphyEpisode 199: Does the moniker of customer success have too much baggage? Lincoln Murphy is leaning in that direction.⏱️ Timestamps:00:00:00 - Intro00:01:32 - Is it time to kill customer success? 00:03:44 - Weak leadership and lost potential 00:06:31 - Evolving or becoming extinct? 00:09:15 - What marketing’s past tells us about CS 00:11:56 - A future of specialization and growth 00:12:57 - Shedding labels, maximizing value 00:15:32 - The account management debate📺 Lifetime Value: Your Destination for GTM contentWebsite: https://w...2025-03-1218 minThe Daily StandupLearn to ENGAGE in job interviews | Rohan TailorEpisode 198: Rohan Tailor is a recruiter focusing on customer success roles, and he's here to share his top tips for standing out.⏱️ Timestamps:00:00:00 - Intro00:01:46 - The key to winning interviews 00:02:16 - Engage, engage, engage! 00:03:57 - Acing the interview process from start to finish 00:05:46 - Adding your unique personality 00:08:22 - Hiring managers spill their secrets 00:10:45 - Practical takeaways for job seekers 00:11:33 - Avoiding desperation in the job hunt📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lif...2025-03-1114 minThe Daily StandupHope & scapegoats | Andrew FinkEpisode 197: Andrew Fink was asked an interesting question the other day.⏱️ Timestamps:00:00:00 - Intro00:01:32 - Who really owns the customer? 00:02:50 - The blame game in customer success 00:04:10 - Finding hope in career transitions 00:06:28 - The builder’s mentality 00:07:51 - RACI vs. RAPID: Who does what? 00:09:03 - Why CROs matter most 00:10:13 - The hidden agenda in job interviews📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with...2025-03-1013 minThe Daily StandupEat rocks | Ep. 196Episode 196: Does customer success even need to exist?⏱️ Timestamps:00:00:00 - Intro00:01:48 - Should customer success exist? 00:02:52 - The Frank Slootman perspective 00:03:36 - Turkeys, digestion, and CS analogies 00:05:55 - The marriage of customer success 00:07:45 - A single throat to choke? 00:09:47 - Can tech replace CS? 00:11:27 - Most CS professionals lack this experience 00:13:12 - Eat some rocks, save your marriage📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect wi...2025-03-0715 min
Pete's Percussion Podcast - Pete ZambitoPete's Percussion Podcast: Episode 435 - Brady SpitzAppalachian State University Percussion Professor Brady Spitz stops by to talk about his position at the school, what it’s like to teach in the mountains, and the various natural disasters he’s lived through (02:40), growing up in Colorado, his background playing in bands and performing in the pit in musicals, and his sports background (32:00), his undergrad years at the University of North Texas (43:50), his master’s years at Louisiana State University (56:00), his doctoral years at Rice University, studying and freelancing in Houston, his first full-time position at University of Tennessee-Martin, and comparing and contrasting his college professors’ teaching styles...2025-03-0600 minThe Daily StandupNecessary complaints | Erika VillarrealEpisode 195: Erika Villarreal wants to help, but first she needs to know what to help *with*.⏱️ Timestamps:00:00:00 - Intro00:02:44 - The burnout crisis in CS 00:05:54 - Is it the job or the company? 00:10:54 - Personas problem in customer success 00:12:28 - Solutions need a part two 00:13:24 - Empathy vs. entertainment on Reddit 00:14:00 - Wrapping up, but not for long📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillo...2025-03-0615 minThe Daily StandupPlay your part | Donna WeberEpisode 194: Donna Weber likens SaaS companies to orchestras, and shares one simple piece of advice.⏱️ Timestamps:00:00:00 - Intro00:01:19 - Customer success starts with strategy 00:01:46 - Breaking down business silos 00:02:56 - Legato vs. staccato: rhythm in success 00:05:22 - Who owns the customer journey? 00:07:17 - A firsthand look at silo struggles 00:09:34 - Don't let customers feel your org chart 00:10:13 - AI: the future of customer success? 00:10:32 - Wrapping upCredit where credit's due - Rob first hear...2025-03-0512 minThe Daily StandupPut the customer at the center | Ragna GhoreishiEpisode 193: It's easy to explain what customer-centricity is NOT, but Ragna Ghoreishi helps us arrive at what it IS.⏱️ Timestamps:00:00:00 - Intro00:01:53 - The challenge of customer centricity 00:02:28 - Why most companies aren't truly customer centric 00:05:27 - The balancing act of customer needs 00:07:29 - Avoiding the reactive CS trap 00:09:45 - The urgency of customer feedback 00:12:34 - "Good enough" is not good enough 📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com...2025-03-0414 minThe Daily StandupAttached at the hip | Waqas HussainEpisode 192: Waqas Hussain is a CS leader who still craves time with his customers.⏱️ Timestamps:00:00:00 - Intro00:01:06 - Waqas Hussain: a decade in customer success 00:02:07 - The secret to staying close to customers 00:04:20 - Handling protective CSMs and engagement 00:05:13 - Proven tactics for customer connection 00:07:16 - Executive alignment: the game-changer 00:08:24 - Why Waqas keeps coming back to CS 00:10:30 - Banana bread📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-03-0312 minThe Daily StandupMastering customer de-escalation | Ep. 191Episode 191: Rob gives his 12 tips for cooling down a customer.⏱️ Timestamps:00:00:00 - Intro00:02:49 - Setting the tone from the start 00:05:36 - Gaining control without losing trust 00:07:07 - Handling difficult customers with finesse 00:08:45 - The magic of labeling and mirroring 00:10:10 - Using whispers to calm the storm 00:11:05 - Knowing when to walk away 00:15:08 - The underrated power of an apology 📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝...2025-02-2818 minThe Daily StandupThe tech rollercoaster | David KarpEpisode 190: David Karp loves being a CS leader with all its ups and downs. But it's not for everyone.⏱️ Timestamps:00:00:00 - Intro00:01:58 - Customer success is a roller coaster ride 00:04:19 - Not everyone is built for the ride 00:07:16 - Embracing unpredictability and teamwork 00:08:43 - Leadership must support the front lines 00:09:27 - Emotional resilience in customer success 00:12:02 - Serving customers in their critical moments 00:13:55 - Next up, the log flume?📺 Lifetime Value: Your Destination for GTM contentWe...2025-02-2715 minThe Daily StandupCanaries in the coal mine | Parker Chase-CorwinEpisode 189: The tech landscape is shifting rapidly. What part does customer success have to play?⏱️ Timestamps:00:00:00 - Intro00:01:25 - Parker’s big question on CS 00:01:45 - AI, SaaS, and the market shift 00:04:16 - Should we care about disruption? 00:07:17 - Finding hope in a shifting industry 00:08:06 - The SaaS identity crisis 00:11:04 - Practical tips for staying ahead 00:11:49 - Is this really CS’s job? 00:13:13 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite...2025-02-2615 minThe Daily StandupSpecial snowflakes | Emily DeasEpisode 188: Emily Deas has a unique chance to think about efficiency from the very beginning.⏱️ Timestamps:00:00:00 - Intro00:02:27 - The challenge of scalable customer success 00:03:48 - Does everyone really want a personal touch? 00:05:35 - Choosing what NOT to do in customer success 00:07:19 - Segmenting customers for better service 00:09:03 - Generational differences in customer needs 00:10:03 - The power of checklists in CS operations 00:12:29 - Why standardized processes matter📺 Lifetime Value: Your Destination for GTM contentWebsite...2025-02-2515 minThe Daily StandupCustomer intelligence | Thomas VoigtEpisode 187: Thomas Voigt already has his eyes on the horizon beyond artificial intelligence.⏱️ Timestamps:00:00:00 - Intro00:01:08 - Thomas’ bold vision for CS 00:02:06 - The call for customer intelligence 00:04:41 - Why doesn’t this exist yet? 00:06:12 - Can CRMs handle the future? 00:07:26 - AI co-pilots: hype or innovation? 00:09:46 - The human roadblock to progress 00:12:03 - Parting thoughts📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts...2025-02-2414 minThe Daily StandupGet educated | Ep. 186Episode 186: Rob, Dillon, and special co-host Mickey Powell discuss how they'd recommend a newcomer learn CS from scratch.⏱️ Timestamps:00:00:01 - Intro00:01:24 - No topic? Time to check Reddit 00:02:57 - Firehose time: learning in customer success 00:04:33 - A roadmap to mastering customer success 00:07:39 - Theory vs. tactics in professional growth 00:08:56 - The brutal honesty of Reddit comments 00:11:11 - Never stop learning, follow your curiosity 00:11:42 - Wrapping up!📺 Lifetime Value: Your Destination for GTM contentWebsite: https...2025-02-2113 minThe Daily StandupA digital customer success reckoning (Part 2) | Alex TurkovicEpisode 184: Alex Turkovic joins the pod for a two-part series on - what else? - digital customer success.⏱️ Timestamps:00:00:00 - Intro00:01:45 - Digital CX burnout is real 00:02:42 - Rethinking digital customer success 00:03:43 - Digital CS vs. CS at scale 00:05:13 - Automation: help or hindrance? 00:07:53 - The hybrid future of customer success 00:09:35 - The dark side of digital experiences 00:11:10 - Do what doesn't scale… for now📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifet...2025-02-2013 minThe Daily StandupA digital customer success reckoning (Part 1) | Alex TurkovicEpisode 184: Alex Turkovic joins the pod for a two-part series on - what else? - digital customer success.⏱️ Timestamps:00:00:00 - Intro00:01:45 - Digital CX burnout is real 00:02:42 - Rethinking digital customer success 00:03:43 - Digital CS vs. CS at scale 00:05:13 - Automation: help or hindrance? 00:07:53 - The hybrid future of customer success 00:09:35 - The dark side of digital experiences 00:11:10 - Do what doesn't scale… for now📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifet...2025-02-1913 minThe Daily StandupImpact & biscuits | Holly GoodliffeEpisode 183: Holly Goodliffe tells us a tale of two conversations about building digital customer success processes.⏱️ Timestamps:00:00:00 - Intro00:01:52 - The challenge of proving digital CS impact 00:03:40 - A framework for connecting CS to revenue 00:06:23 - From biscuits to business: Holly’s career shift 00:08:57 - Prerequisites for a successful digital CS program 00:10:49 - Digital CS is not magic—laying the groundwork 00:12:20 - The evolution of digital CS from hype to strategy 00:12:55 - Wrapping up!📺 Lifetime Value: Your Destin...2025-02-1814 minThe Daily StandupDefault to action | Chris PitmanEpisode 182: Chris Pitman is beginning his entrepreneurial journey and finding inspiration from an ancient practice.⏱️ Timestamps:00:00:00 - Intro00:02:02 - Facing challenges early in customer success 00:02:52 - Negotiating with toddlers and customers 00:05:52 - Stoicism in business and life 00:08:00 - The battle within: mindset over stress 00:09:01 - Defining your boundaries in CS 00:11:29 - Balancing success, family, and fulfillment 00:13:43 - Wrapping up!📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝...2025-02-1715 minThe Daily StandupSaaS spirit animals | Ep. 181Episode 181: Customer success vanishes tomorrow - what department do you move to?⏱️ Timestamps:00:00:00 - Intro00:01:17 - Surviving a customer success layoff 00:02:10 - Is two years of CS experience enough? 00:03:33 - The "what if CS disappeared?" test 00:04:48 - Where would you go if not CS? 00:07:01 - The surprising path to customer marketing 00:08:13 - How Reddit viewed CS career pivots 00:09:18 - The hidden feeder system in tech 00:10:39 - Wrapping up!📺 Lifetime Value: Your Destination for GTM content...2025-02-1412 minThe Daily StandupThe customer obsession moat | John GleesonEpisode 180: John Gleeson, Founder of SuccessVP, talks founder-led customer success and why your journey to product market fit never ends.⏱️ Timestamps:00:00:00 - Intro00:02:13 - The power of founder-led CS 00:03:21 - Product vs. customer success: same goal? 00:06:27 - The myth of product market fit 00:08:35 - Losing touch with your customer 00:11:02 - What makes a founder customer-obsessed? 00:15:04 - Why great leaders meet their customers 00:17:18 - A tough but rewarding CS career📺 Lifetime Value: Your Destination for GTM contentWe...2025-02-1319 minThe Daily StandupElevate through iteration | Christina AdderleyEpisode 179: Christina Adderley has developed a philosophy: using customer success for personal success.⏱️ Timestamps:00:00:00 - Intro00:01:02 - From CS leader to financial broker 00:01:52 - Customer success for personal success 00:03:25 - Planning for success in uncertain times 00:06:47 - Turning CS strategies into career wins 00:09:53 - The balance of luck and preparation 00:10:22 - Applying CS frameworks to real life 00:12:38 - The future of Christina’s business📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-02-1215 minThe Daily StandupThe difference makers | Sarah CaminitiEpisode 178: Sarah Caminiti thinks there's one profession in particular creating more difference makers than others. Can you guess which one?⏱️ Timestamps:00:00:00 - Intro00:43:00 - A podcast name even Siri can’t find 02:11:00 - The big question: what’s on your mind? 04:03:00 - Leadership, empathy, and a generational shift 06:03:00 - The uphill battle of good management 08:10:00 - CS skills: diplomacy in disguise 10:20:00 - The unsung heroes of customer success 12:30:00 - Sarah’s grand exit… for now!📺 Lifetime Value: Your Des...2025-02-1114 min
A Jaded Gay137. Who’s Your Daddy? (with Sal Zambito)The term "daddy" has been used as slang for over 300 years and was embraced by the gay community in the 1970s, particularly within the leather subculture, leading to the popular phrase "leather daddy." Today, in gay culture, "daddy" represents an older, confident, and nurturing figure, often admired for their authority, maturity, and sexual appeal, while also evoking playful and affectionate dynamics within romantic relationships.In this episode, For the Love of DILFs star Sal Zambito joins us to explore what it means to be a daddy in gay culture, the journey of embracing the daddy identity, and...2025-02-1146 minThe Daily StandupCreative contracting | Alex LitoffEpisode 177: Alex Litoff is focusing on creating more ways for his customers to expand their relationship in 2025.⏱️ Timestamps:00:00:00 - Intro01:31:00 - The 2025 retention challenge 03:08:00 - Multi-year deals: the secret weapon? 05:09:00 - The art of justifying price increases 07:33:00 - Multi-year contracts: a churn warning? 08:50:00 - Value persuasion vs. value discussion 09:39:00 - Can automation replace human persuasion? 10:42:00 - Price hikes we wouldn’t question 11:22:00 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite...2025-02-1013 minThe Daily StandupChurn: solved. | Ep. 176Episode 176: Rob & Dillon dig into how Hubspot solved churn, and they digress only a little bit in the process.⏱️ Timestamps:00:00:00 - Intro00:01:14 - How HubSpot fixed retention 00:01:20 - Lessons from the HubSpot playbook 00:03:42 - The missing mention of customer success 00:06:59 - What stood out the most? 00:09:03 - Clawbacks and sales accountability 00:12:14 - The spectrum of customer fit 00:13:19 - The balance of sales and customer success 00:14:11 - Closing thoughts📺 Lifetime Value: Your Destination for GTM content...2025-02-0716 minThe Daily StandupOwn your power | Lizz HarrellEpisode 175: Lizz Harrell has one big tip for being your best CSM self.⏱️ Timestamps:00:00:00 - Intro00:02:13 - Nostalgia and the BDR grind 00:03:06 - Do CSMs need sales skills? 00:05:02 - Bridging the gap between product and customer 00:06:28 - What's in it for customer success pros? 00:09:12 - Learning through customer relationships 00:10:50 - Sales fundamentals for CSMs 00:12:23 - An invitation📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect wi...2025-02-0614 minThe Daily StandupThe participation award is not universal | Jason McLaurinEpisode 174: Jason McLaurin has a storied career in business internationally, and he's sharing those stories now.⏱️ Timestamps:00:00:00 - Intro00:01:25 - Culture shock in customer success 00:01:54 - The NPS paradox: global scoring quirks 00:03:29 - Living and learning: cross-cultural insights 00:05:11 - Language, interpretation, and cultural nuances 00:06:17 - Contrasting Japan and South Korea's business styles 00:09:33 - Cultural currency: ego aside, value first 00:10:34 - Parting wisdom📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com2025-02-0515 min
The 20% Podcast with Tyler Meckes225: The Customer Success Series: Top CS Leaders From The 20% PodcastI’ve been fortunate enough to have many incredible guests across the entire Go-To-Market spectrum on the show. In this week’s Hall of Fame replay episode, I am sharing the Top 5 conversations I’ve had with Customer Success leaders on The 20% Podcast:
Brooke Simmons: “Prioritization Quadrants” (Ep. 130)
https://podcasts.apple.com/us/podcast/130-the-state-of-customer-success-2023-with/id1528398541?i=1000599320083
https://open.spotify.com/episode/3GUG3xZVRg70ER8zuOyF2R?si=3cfe012a2d014107
Luke Ferrel: “The Customer Needs Triangle” (Ep. 131)
https://podcasts.apple.com/us/podcast/131-the-growth-of-scaling-customer-success-and/id1528398541?i=1000600560447
https://open.spo...2024-12-0915 min
The Recurring Value Podcast3: Rob ZambitoTHE GUESTRob Zambito is the Founder & CEO at Success Scaled.THE SHOWWeekly conversations about post-sales success in the SaaS industry because recurring revenue requires recurring value.THE LINKSRob ZambitoLinkedIn: https://www.linkedin.com/in/rob-zambito/ My linksLinkedIn: https://www.linkedin.com/in/bret-siers-%E2%96%B6/adoptIQ: https://www.traininglayers.com/2024-08-2033 min
Customer Success TalksOperationalizing Customer Success | Rob ZambitoWelcome to another episode of "Customer Success Talks: Real Challenges, Expert Advice." Today, we're diving deep into the world of customer success with our special guest, Rob Zambito. Rob is the founder of Success Scaled, a consulting practice dedicated to helping SaaS startups build scalable, repeatable processes and operations in post-sale and go-to-market functions.
In this episode, we cover:
- Operationalizing Customer Success: Why it's crucial and how to do it effectively.
- Key Metrics: How to define and implement consistent metrics that align with both startups and established enterprises.2024-07-0228 minPete's Percussion Podcast - Pete ZambitoPete's Percussion Podcast: EPISODE 400 - DAVID GRUBB, FIVE-TIME GUESTA very special Episode indeed! Hard In The Paint Sports Media Owner David Grubb returns for his 5thappearance on Pete’s Percussion Podcast to discuss being the first member of the PPP 5-Timers Club, SNL, Wake Forest and Tim Duncan (04:30), gives a brief thumbnail sketch of his life and career (11:15), working as a Sports Information Director, working in radio and podcasting, and the importance of building relationships (21:30), his recent work doing color commentary for college basketball and his thoughts about actors playing basketball players (34:15), The Name, Image, and Likeness situation and the Transfer Portal for college sports (49:00), how AI is...2024-06-2000 minThe 20% Podcast with Tyler Meckes194: “The Customer Success Series: Top CS Leaders From The 20% Podcast”194: “The Customer Success Series: Top CS Leaders From The 20% Podcast”
Two weeks ago, I introduced “The Sales Series” to re-intro many amazing conversations from Sales Leaders on the show. Last week, I introduced “The CS Series” to highlight incredible Customer Success Leaders from the show.
Today we will be covering 5 CS Leaders:
Brooke Simmons: “Prioritization Quadrants” (Ep. 130)
https://podcasts.apple.com/us/podcast/130-the-state-of-customer-success-2023-with/id1528398541?i=1000599320083
https://open.spotify.com/episode/3GUG3xZVRg70ER8zuOyF2R?si=3cfe012a2d014107
Luke Ferrel: “The Customer Needs Triangle” (Ep...2024-05-0615 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more.I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions a...2024-03-2659 min