Explore every episode of the podcast The Daily Standup
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Allegedly | Amber Rhodes | 12 May 2025 | 00:15:11 | |
Episode 242: Amber Rhodes is spilling the corporate tea. ⏱️ Timestamps: 00:00:00 - Intro 00:01:12 - The B2B streets 00:02:13 - Real Housewives meets LinkedIn 00:03:06 - Founders Behaving Badly goes deep 00:04:38 - Public stumbles and private screenshots 00:06:33 - When “vulnerability” goes viral 00:07:30 - Laughs, headlines, and newsletter gold 00:08:21 - The pirate mayor and other absurdities 00:09:04 - Rob’s rules for LinkedIn sanity 00:12:03 - Giving flowers and saying goodbye 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Amber Rhodes: Amber's LinkedIn: linkedIn.com/in/amber-a-rhodes | |||
| Macroeconomic uncertainty | Ep. 241 | 09 May 2025 | 00:21:17 | |
Episode 241: Rob, JP, and Dillon discuss how larger forces affect the work we do. ⏱️ Timestamps: 00:00:00 - Intro 00:01:00 - 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 your expertise 00:18:32 - Staying practical in chaotic times 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ | |||
| Reverse psychology | Gurp Singh | 28 Apr 2025 | 00:13:29 | |
Episode 232: Gurp Singh wants the answers to the test ahead of time. ⏱️ Timestamps: 00:00:00 - Intro 00:02:00 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Gurp Singh: Gurp's LinkedIn: https://www.linkedin.com/in/workwithgurp/ | |||
| Fifty bosses and one big ego | Ep. 231 | 25 Apr 2025 | 00:12:45 | |
Episode 231: Do you treat each of your customers like a boss that holds the leash? ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - CS is not for me 00:02:58 - Who’s the boss? The customer... kinda 00:05:02 - Meeting overload and the myth of agency 00:05:57 - Power dynamics and setting the agenda 00:07:51 - Misaligned roles and the wrong career fit 00:09:13 - Why teachers turn to customer success 00:10:13 - Seeking creation and completion in CS 00:10:36 - Context matters 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: Advertise your brand with Lifetime Value Media | |||
| The draft is back | Ep. 230 | 24 Apr 2025 | 00:14:02 | |
Episode 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: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: Advertise your brand with Lifetime Value Media | |||
| Generally speaking | Matt Bennett | 23 Apr 2025 | 00:15:55 | |
Episode 229: Matt Bennett returns to talk about his career evolution at the early stage company where he works. ⏱️ Timestamps: 00:00:00 - Intro 00:02:31 - 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: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Matt Bennett: Matt's LinkedIn: https://www.linkedin.com/in/mh-bennett Mentioned in this episode: Shop the Lifetime Value Store! | |||
| AI time travel | Neil Bhammar | 22 Apr 2025 | 00:13:29 | |
Episode 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 - Intro 00:01:56 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Neil Bhammar: Neil's LinkedIn: https://www.linkedin.com/in/neilbhammar/ | |||
| Noise cancellation | Laura Jark | 21 Apr 2025 | 00:12:50 | |
Episode 227: Laura Jark wonders: how can we clean the clutter off the CSMs' proverbial work desk? ⏱️ Timestamps: 00:00:00 - Intro 00:01:22 - 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 Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Laura Jark: Laura's LinkedIn: https://www.linkedin.com/in/laura-jark-51901862/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Isosceles triangles and technological tsunamis | Ep. 226 | 18 Apr 2025 | 00:11:50 | |
Episode 226: It all comes back to money. ⏱️ Timestamps: 00:00:00 - Intro 00:00:51 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Learning to retain | Ted Blosser | 17 Apr 2025 | 00:13:51 | |
Episode 225: Ted Blosser, CEO of WorkRamp, breaks down the recent acquisition of Skilljar by Gainsight. ⏱️ Timestamps: 00:00:00 - Intro 00:01:16 - Ted Blosser & WorkRamp 00:02:04 - LMS shake-up: Skilljar acquired 00:02:57 - Platform consolidation vs. point solutions 00:04:43 - The shifting buyer mindset 00:06:17 - Rob’s LMS lightbulb moment 00:07:42 - 10,000 hours saved with LMS 00:09:01 - Education as a cost-saving strategy 00:09:29 - JP’s take on internal LMS use 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Ted Blosser: Ted's LinkedIn: https://www.linkedin.com/in/tedblosser/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Focus & intentionality | Will Stevenson | 16 Apr 2025 | 00:13:35 | |
Episode 224: Everything wants your attention. Onboard.io cofounder Will Stevenson encourages you to maintain your focus. ⏱️ Timestamps: 00:00:00 - Intro 00:02:19 - The power of focus in a noisy world 00:03:15 - Dodging trends and staying on course 00:04:43 - AI hype vs. real product value 00:05:30 - Finding your purpose on LinkedIn 00:08:05 - Let CSMs do what matters most 00:10:55 - Posting, ghosting, and the reality of LinkedIn 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Will Stevenson: Will's LinkedIn: https://www.linkedin.com/in/stevensonwilliaml/ Mentioned in this episode: Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| Irreplaceable | Archana Somasegar | 15 Apr 2025 | 00:14:57 | |
Episode 223: Archana Somasegar believes in a future where CS is fundamentally human. ⏱️ Timestamps: 00:00:00 - Intro 00:01:55 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Archana Somasegar: Archana's LinkedIn: https://www.linkedin.com/in/archana-somasegar-83abb4ab/ Mentioned in this episode: Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| First in, first out | Maranda Dziekonski | 08 May 2025 | 00:15:52 | |
Episode 240: Maranda Dziekonski has some good, but tough, advice for job seekers. ⏱️ Timestamps: 00:00:00 - Intro 00:02:23 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Maranda Dziekonski: Maranda's LinkedIn: https://www.linkedin.com/in/marandaanndziekonski/ | |||
| Breaking tradition | Emre Tekoglu | 14 Apr 2025 | 00:12:49 | |
Episode 222: Emre Tekoglu sees opportunity in every support interaction. ⏱️ Timestamps: 00:00:00 - Intro 00:01:23 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Emre Tekoglu: Emre's LinkedIn: https://www.linkedin.com/in/emretekoglu/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Unlocking community | Zach Hawtof | 11 Apr 2025 | 00:16:32 | |
Episode 221: Zach Hawtof is here to say: "AI may take our jobs, but it will never take our communities!" ⏱️ Timestamps: 00:00:00 - Intro 00:03:28 - 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 belonging 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Zach Hawtof: Zach's LinkedIn: https://www.linkedin.com/in/zhawtof/ Mentioned in this episode: And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| What doesn't customer marketing do? | Melissa Beck | 10 Apr 2025 | 00:12:26 | |
Episode 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 - Intro 00:01:50 - The evolution of customer marketing 00:02:49 - Creating experience beyond the product 00:03:31 - What customer marketing is not 00:04:12 - Crossing paths with every department 00:06:47 - Scaling champions through experience 00:07:57 - Inside customer advocacy programs 00:10:01 - The remote era of customer engagement 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Melissa Beck: Melissa's LinkedIn: https://www.linkedin.com/in/melissabeck Mentioned in this episode: Subscribe to the Segment! | |||
| Searching for signal | Ray Otero | 09 Apr 2025 | 00:13:17 | |
Episode 219: Ray Otero tells us what it's like managing customer experience at Microsoft. ⏱️ Timestamps: 00:00:00 - Intro 00:01:36 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Ray Otero: Ray's LinkedIn: https://www.linkedin.com/in/rayotero Mentioned in this episode: Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| Revenue at a discount | Donnovan Simon | 08 Apr 2025 | 00:10:21 | |
Episode 218: Donnovan Simon stops Dillon in his tracks with one simple saying. ⏱️ Timestamps: 00:00:00 - Intro 00:02:03 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Donnovan Simon: Donnovan's LinkedIn: https://www.linkedin.com/in/donnovan-simon-584924a/ Mentioned in this episode: Shop the Lifetime Value Store! Subscribe to the Segment! | |||
| Follow the data | Laure Maisonrouge | 07 Apr 2025 | 00:17:51 | |
Episode 217: Need Laure Maisonrouge say more? ⏱️ Timestamps: 00:00:00 - Intro 00:01:34 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Laure Maisonrouge: Laure's LinkedIn: https://www.linkedin.com/in/lmaisonrouge/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| The brand curiosity theory | Chirag Nijjer | 04 Apr 2025 | 00:15:04 | |
Episode 216: Chirag Nijjer has been studying the evolution of marketing. ⏱️ Timestamps: 00:00:00 - Intro 00:01:50 - 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 Google 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Chirag Nijjer: Chirag's LinkedIn: https://www.linkedin.com/in/chiragspeaks/ Any experiences or opinions shared on this recording are solely those of the speakers and do not reflect that of any affiliate organization or employer. Mentioned in this episode: And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! Shop the Lifetime Value Store! | |||
| Finding peace in the process | Carly Agar | 03 Apr 2025 | 00:14:55 | |
Episode 215: Carly Agar shares advice for the #1 question she's been getting lately. ⏱️ Timestamps: 00:00:00 - Intro 00:02:31 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Carly Agar: Carly's LinkedIn: https://www.linkedin.com/in/carly-agar/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Don't be a data horse | Hannah Brotherton | 02 Apr 2025 | 00:16:37 | |
Episode 214: Hannah Brotherton can tell immediately whether you invest in your customer success team. ⏱️ Timestamps: 00:00:00 - Wu-Tang Financial 00:01:46 - Why early ops matter for CS growth 00:02:17 - Scaling struggles without operations 00:03:52 - Operations as a success environment 00:05:03 - Rise of the data horse 00:07:20 - CSOps remains in the shadows 00:08:04 - Should leaders wear all the hats? 00:10:17 - When CS gets too technical 00:12:23 - Bye bye 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Hannah Brotherton: Hannah's LinkedIn: https://www.linkedin.com/in/hbrotherton/ Mentioned in this episode: Shop the Lifetime Value Store! And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! | |||
| Self determination theory | Ian Storm | 01 Apr 2025 | 00:14:50 | |
Episode 213: Ian Storm takes the guys back to school. ⏱️ Timestamps: 00:00:00 - Intro 00:01:46 - Ian’s vague but impactful job 00:02:50 - What drives great customer success? 00:03:51 - Autonomy: customers in the driver’s seat 00:04:44 - Empowering employees with autonomy 00:06:28 - Building competence through wins 00:08:22 - Relatedness: creating real community 00:10:04 - Real-world application of the theory 00:12:15 - Wrapping up 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Ian Storm: Ian's LinkedIn: https://www.linkedin.com/in/ian-storm/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Conversations are good for business | Chris Brisson | 07 May 2025 | 00:14:21 | |
Episode 239: Chris Brisson, CEO of Salesmsg, is taking life one text message at a time. ⏱️ Timestamps: 00:00:00 - Intro 00:01:28 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Chris Brisson: Chris's LinkedIn: https://www.linkedin.com/in/chrisbrisson/ | |||
| Here come the AI straw men | Ryan Schultz | 31 Mar 2025 | 00:14:03 | |
Episode 212: Ryan Schultz, founder and CEO of DIVACS, has a burning question. ⏱️ Timestamps: 00:00:00 - Intro 00:00:57 - Ryan’s journey to launching DIVACS 00:02:03 - AI in CS: hype or helpful? 00:03:21 - What are we really calling AI today? 00:06:01 - Why Ryan avoids the AI label 00:08:10 - The bubble nobody’s talking about 00:08:40 - Thanksgiving dinner and AI dreams 00:10:03 - Rise of the robo-overlords? 00:10:38 - A 7-year-old and AI's moral dilemma 00:11:56 - Robots, reality, and what’s next 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Ryan Schultz: Ryan's LinkedIn: https://www.linkedin.com/in/ryanmschultz/ Mentioned in this episode: Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| We talkin' bout software? | Ep. 211 | 28 Mar 2025 | 00:12:50 | |
Episode 211: Rob & Dillon discuss culture, exercise, and mental health. ⏱️ Timestamps: 00:00:00 - Intro 00:01:45 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| The building blocks | Mohammed Alqaq | 27 Mar 2025 | 00:15:18 | |
Episode 210: Mohammed Alqaq returns to the show to help us make sense of your building blocks. ⏱️ Timestamps: 00:00:00 - Intro 00:02:03 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Mohammed Alqaq: Mohammed's LinkedIn: https://www.linkedin.com/in/mohammedalqaq/ Mentioned in this episode: Subscribe to LTV's newest pod: Founders Behaving Badly Shop the Lifetime Value Store! | |||
| Customize your talent acquisition | Seth Dovev | 26 Mar 2025 | 00:14:52 | |
Episode 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 00:11:18 - The secret to successful CS hiring 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Seth Dovev: Seth's LinkedIn: https://www.linkedin.com/in/seth-dovev/ Mentioned in this episode: Subscribe to LTV's newest pod: Founders Behaving Badly Shop the Lifetime Value Store! | |||
| Babies in the boardroom | Kel Kurekgi | 25 Mar 2025 | 00:13:57 | |
Episode 208: "It is not up to other people to offer you a seat to have your voice heard." - Kel Kurekgi ⏱️ Timestamps: 00:00:00 - Intro 00:02:14 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Kel Kurekgi: Kel's LinkedIn: https://www.linkedin.com/in/kel-kurekgi/ Mentioned in this episode: Subscribe to LTV's newest pod: Founders Behaving Badly Subscribe to the Segment! | |||
| The influence threshold | Sae Ro | 24 Mar 2025 | 00:13:14 | |
Episode 207: Sae Ro has an easy rule of thumb for measuring influence within the customer org. ⏱️ Timestamps: 00:00:00 - Intro 00:01:38 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Sae Ro: Sae's LinkedIn: https://www.linkedin.com/in/saero/ Mentioned in this episode: Shop the Lifetime Value Store! | |||
| Happiness is an inside job | Ep. 206 | 21 Mar 2025 | 00:13:37 | |
Episode 206: JP shares how he brings Buddhist principles to work each day. ⏱️ Timestamps: 00:00:00 - Intro 00:01:15 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: Subscribe to the Segment! And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! | |||
| The amoeba of customer success & other things | Mickey Powell | 20 Mar 2025 | 00:15:20 | |
Episode 205: The answer is no. We cannot explain why Mickey Powell referred to himself that way. ⏱️ Timestamps: 00:00:00 - Intro 00:02:07 - 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 📚 Books The Compleat Strategyst by J.D. Williams: https://www.amazon.com/Compleat-Strategyst-Primer-Strategy-Mathematics/dp/0486251012 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Mickey Powell: Mickey's LinkedIn: https://www.linkedin.com/in/mickeypowell/ Mentioned in this episode: Subscribe to the Segment! | |||
| Predictable & scalable | Denny Burda | 19 Mar 2025 | 00:14:38 | |
Episode 204: Denny Burda brought Dillon's favorite thing to the show: stats! ...they're not very positive, though. ⏱️ Timestamps: 00:00:00 - Intro 00:02:31 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Denny Burda: Denny's LinkedIn: www.linkedin.com/in/dennyburda Mentioned in this episode: Subscribe to the Segment! And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! | |||
| Forged in fire | Ilai Szpiezak | 18 Mar 2025 | 00:13:13 | |
Episode 203: Ilai Szpiezak makes his case for even more entrepreneurs. ⏱️ Timestamps: 00:00:00 - Intro 00:02:16 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Ilai Szpiezak: Ilai's LinkedIn: https://www.linkedin.com/in/ilaiszp/ Mentioned in this episode: Subscribe to the Segment! Shop the Lifetime Value Store! | |||
| Share the wealth | Sara Bochino | 06 May 2025 | 00:13:26 | |
Episode 238: Sara Bochino wants us to think more holistically when purchasing software. ⏱️ Timestamps: 00:00:00 - Intro 00:02:23 - The SaaS promise gone wrong 00:04:05 - Piecemeal journeys, big headaches 00:05:01 - A roadmap for proactive teams 00:05:51 - Building products with purpose 00:07:26 - Who really owns your software? 00:09:49 - CEOs and customer obsession 00:11:15 - Time to rethink procurement 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Sara Bochino: Sara's LinkedIn: https://www.linkedin.com/in/sarabochino/ | |||
| Authentic networking | Tahjai Conkerite | 17 Mar 2025 | 00:12:18 | |
Episode 202: Tahjai Conkerite gives his tips for networking your way into opportunities. ⏱️ Timestamps: 00:00:00 - Intro 00:01:24 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Tahjai Conkerite: Tahjai's LinkedIn: https://www.linkedin.com/in/tahjaiconkerite Mentioned in this episode: Shop the Lifetime Value Store! | |||
| How to navigate objections without burning bridges | Ep. 201 | 14 Mar 2025 | 00:15:20 | |
Episode 201: The guys compare notes on handling objections at work. (No marriages were harmed in the making of this recording) ⏱️ Timestamps: 00:00:00 - Intro 00:01:12 - 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: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to the Segment! | |||
| Using your psychological advantage | Rachel Provan | 13 Mar 2025 | 00:16:33 | |
Episode 200: Self-described psych nerd Rachel Provan gives the guys some tips. ⏱️ Timestamps: 00:00:00 - Intro 00:01:34 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Rachel Provan: Rachel's LinkedIn: https://linkedin.com/in/rachelhprovan Mentioned in this episode: Subscribe to the Segment! Advertise your brand with Lifetime Value Media | |||
| Do we need a rebrand? | Lincoln Murphy | 12 Mar 2025 | 00:18:21 | |
Episode 199: Does the moniker of customer success have too much baggage? Lincoln Murphy is leaning in that direction. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Lincoln Murphy: Lincoln's LinkedIn: https://www.linkedin.com/in/lincolnmurphy/ Mentioned in this episode: Subscribe to the Segment! Advertise your brand with Lifetime Value Media | |||
| Learn to ENGAGE in job interviews | Rohan Tailor | 11 Mar 2025 | 00:14:32 | |
Episode 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 - Intro 00:01:46 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Rohan Tailor: Rohan's LinkedIn: https://www.linkedin.com/in/rohan-tailor/ Mentioned in this episode: And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! Subscribe to the Segment! Advertise your brand with Lifetime Value Media | |||
| Hope & scapegoats | Andrew Fink | 10 Mar 2025 | 00:13:26 | |
Episode 197: Andrew Fink was asked an interesting question the other day. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Andrew Fink: Andrew's LinkedIn: https://www.linkedin.com/in/anfink Mentioned in this episode: Advertise your brand with Lifetime Value Media Subscribe to the Segment! | |||
| Eat rocks | Ep. 196 | 07 Mar 2025 | 00:15:14 | |
Episode 196: Does customer success even need to exist? ⏱️ Timestamps: 00:00:00 - Intro 00:01:48 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: | |||
| Necessary complaints | Erika Villarreal | 06 Mar 2025 | 00:15:49 | |
Episode 195: Erika Villarreal wants to help, but first she needs to know what to help *with*. ⏱️ Timestamps: 00:00:00 - Intro 00:02:44 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Erika Villarreal: Erika's LinkedIn: https://www.linkedin.com/in/erivillarreal/ Mentioned in this episode: And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! | |||
| Play your part | Donna Weber | 05 Mar 2025 | 00:12:22 | |
Episode 194: Donna Weber likens SaaS companies to orchestras, and shares one simple piece of advice. ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - 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 up Credit where credit's due - Rob first heard the phrase "don't let the customer feel your org chart" from Michael Maday: https://www.linkedin.com/in/michael-maday/ 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Donna Weber: Donna's LinkedIn: www.linkedin.com/in/donnaweb Mentioned in this episode: | |||
| Put the customer at the center | Ragna Ghoreishi | 04 Mar 2025 | 00:14:00 | |
Episode 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 - Intro 00:01:53 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Ragna Ghoreishi: Ragna's LinkedIn: https://www.linkedin.com/in/ragnaghoreishi/ Mentioned in this episode: | |||
| Active adaptation | Anastasia Mieshkova | 05 May 2025 | 00:12:45 | |
Episode 237: Anastasia Mieshkova never wants you to get caught flat-footed again. ⏱️ Timestamps: 00:00:00 - Intro 00:00:59 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Anastasia Mieshkova: Anastasia's LinkedIn: https://www.linkedin.com/in/anastasia-mieshkova-90114365/ | |||
| Attached at the hip | Waqas Hussain | 03 Mar 2025 | 00:12:08 | |
Episode 192: Waqas Hussain is a CS leader who still craves time with his customers. ⏱️ Timestamps: 00:00:00 - Intro 00:01:06 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Waqas Hussain: Waqas's LinkedIn: https://www.linkedin.com/in/waqas-hussain-18492b17/ Mentioned in this episode: | |||
| Mastering customer de-escalation | Ep. 191 | 28 Feb 2025 | 00:18:38 | |
Episode 191: Rob gives his 12 tips for cooling down a customer. ⏱️ Timestamps: 00:00:00 - Intro 00:02:49 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ Mentioned in this episode: | |||
| The tech rollercoaster | David Karp | 27 Feb 2025 | 00:15:53 | |
Episode 190: David Karp loves being a CS leader with all its ups and downs. But it's not for everyone. ⏱️ Timestamps: 00:00:00 - Intro 00:01:58 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with David Karp: David's LinkedIn: https://www.linkedin.com/in/davidalankarp/ Mentioned in this episode: And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show! | |||
| Canaries in the coal mine | Parker Chase-Corwin | 26 Feb 2025 | 00:15:29 | |
Episode 189: The tech landscape is shifting rapidly. What part does customer success have to play? ⏱️ Timestamps: 00:00:00 - Intro 00:01:25 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/ Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Parker Chase-Corwin: Parker's LinkedIn: https://www.linkedin.com/in/parkercorwin/ Mentioned in this episode: | |||