Episoder
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Kristi Faltorusso is as successful as they come in customer success. And yet, she too still struggles to unlock the perfect CS / Sales relationship.
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:00 - Kumbaya b-----es
00:02:30 - Giving Kristi her flowers
00:03:15 - Collaboration with sales challenges
00:04:35 - The tension between CS and sales
00:05:22 - JP’s approach to sales relationships
00:07:03 - Rob’s counterintuitive solution
00:09:30 - Importance of feedback mechanisms
00:11:00 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Kristi Faltorusso:
Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
She's So Suite: https://www.kristifaltorusso.com/shes-so-suite
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Dustin Elliott thinks it's time we start treating our Product colleagues like what they are: your most important customer, by far.
Agree? Disagree? Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:00 - Product: Your most important customer
00:00:32 - Welcome to The Daily Standup
00:01:09 - Meet the team: JP, Rob, and Dustin
00:02:30 - Empowering CS to collaborate with product
00:03:01 - Treating product teams like customers
00:03:59 - Building better CS-product relationships
00:05:06 - Importance of prepared and empathetic feedback
00:07:03 - Aligning CS goals with product priorities
00:11:42 - Trends and insights in customer requests
00:13:00 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Dustin Elliott:
Dustin's LinkedIn: https://www.linkedin.com/in/dustin-elliott/
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Manglende episoder?
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Jeremy Silver explains how, in our new reality, cross-functional collaboration is all the more important.
⏱️ Timestamps:
00:00:00 - Breaking down barriers
00:01:09 - Jeremy Silver: Salesforce to McKinsey
00:01:49 - Entering a new era of profitable growth
00:02:34 - Importance of cross-functional efficiency
00:03:01 - Getting out of our silos
00:04:10 - Setting the right customer expectations
00:06:29 - Customer success' role in driving retention
00:08:34 - Quantifying customer success efforts
00:09:55 - Closing thoughts and appreciation
00:10:02 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Jeremy Silver:
Jeremy's LinkedIn: https://www.linkedin.com/in/jeremysilver1/
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Money makes the world go round. Rob, Dillon, and JP let loose on the use of variable compensation plans in post sales and customer success.
Tell us your thoughts!
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:00 - The perfect compensation plan doesn't exi--
00:01:05 - Compensation for customer success pros
00:01:33 - Should CSMs have variable compensation?
00:02:55 - Different variable compensation models
00:04:10 - Motivating CSMs with incentives
00:07:47 - Importance of simplicity in comp plans
00:10:23 - Aligning incentives across teams
00:12:29 - Balancing CSM duties and sales goals
00:13:53 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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/
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Colin McHale is looking for ways to duplicate that early adopter experience, while helping other departments in the SaaS org win along the way.
Timestamps:
00:00:10 - Everyone's a winner
00:01:41 - Expanding early adopter relationships
00:02:57 - Proximity to product development
00:03:54 - Integrating product feedback in EBRs
00:05:07 - The three-party value creation
00:06:00 - High-impact customer questions
00:07:22 - Evolution of Qualia’s CS team
00:08:28 - Maintaining value amid rising costs
00:10:12 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Colin McHale:
Colin's LinkedIn: https://www.linkedin.com/in/colin-mchale-4297039/
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Erica Favorito wants all of us post sales pros to think long and hard about what we want to be when we grow up.
⏱️ Timestamps:
00:00:00 - Reinventing customer success
00:01:09 - Erica Favorito & Slice Advisory
00:01:35 - Customer success: the junk drawer
00:05:22 - Rethinking the CSM role
00:07:45 - Voice of the customer programs
00:10:38 - Creating a product liaison role
00:13:14 - Becoming an opportunity mercenary
00:14:32 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Erica Favorito:
Erica's LinkedIn: https://www.linkedin.com/in/ericaayotte/
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Jordan Wallach is the CEO of Belfry Software, a rocketship of a company building the customer success department while they fly.
⏱️ Timestamps:
00:00:00 - The CEO's perspective
00:00:30 - Meet Jordan Wallach, CEO of Belfry
00:01:57 - Customer success from scratch
00:03:51 - Hyper-scaling operations at a startup
00:05:05 - The customer success framework
00:07:03 - Early-stage startup challenges
00:08:09 - Vision and priorities for a CEO
00:10:14 - Enhancing customer outcomes
00:10:53 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Jordan Wallach:
Jordan's LinkedIn: https://www.linkedin.com/in/jordan-wallach/
Belfry Software: https://belfrysoftware.com/
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What makes for a good health score? How many components, how many layers, how many segments? Rob's got some ideas.
Tell us your thoughts!
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:07 - The health score trap
00:00:27 - Rob’s hot take on health scores
00:01:51 - Scrapping conglomerate health scores
00:02:27 - Analyzing account health markers
00:03:10 - The value of simple health scores
00:04:30 - Misleading activity metrics
00:06:45 - Sentiment analysis in health scores
00:07:37 - The problem with time-in-app metrics
00:09:49 - The ideal health score setup
00:11:00 - Benchmarking and early warnings
00:13:23 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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/
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Change management is one thing, but what can we do to better bounce back from said change when it occurs? THAT is change resiliency, and Jennifer Albrecht joins the pod to tell us all about it.
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:00 - How to roll with the punches
00:02:30 - Introducing Jennifer Albrecht
00:04:00 - Change resilience in CS
00:05:30 - Navigating market-level changes
00:06:30 - Organizational consolidation
00:07:30 - Individual role shifts
00:08:00 - Tips for workplace resilience
00:09:00 - Feedback culture essentials
00:10:30 - The power of giving back
00:11:00 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Jennifer Albrecht:
Jennifer's LinkedIn: https://www.linkedin.com/in/jenniferhalbrecht/
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Jenelle Friday wants to make your business better. And that starts with emotional intelligence.
⏱️ Timestamps:
00:00:00 - Better EQ for better results
00:01:30 - Janelle’s journey in customer success
00:03:00 - Power of self-awareness
00:04:00 - Emotional intelligence in leadership
00:05:30 - Vulnerability yields best results
00:06:30 - Managing expectations with EQ
00:08:00 - Leaders vs. managers
00:09:00 - Rob’s reflection on self-discovery
00:10:30 - Embracing human connections in business
00:11:00 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Jenelle Friday:
Jenelle's LinkedIn: https://www.linkedin.com/in/jenellefriday/
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Despite his success as a CS professional and podcast, Bayron Toruño struggles with the same things we all do - imposter syndrome and negative self talk. But he's got tips for working around both.
⏱️ Timestamps:
00:00:00 - Positive self talk under pressure
00:01:35 - The imposter syndrome struggle
00:03:10 - Living in the present
00:05:15 - Doing good work and learning
00:05:58 - Finding self-confidence
00:07:35 - Transforming negativity into growth
00:09:05 - Defaulting to action
00:09:59 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Bayron Toruño:
Bayron's LinkedIn: https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
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How do you measure customer health? Is it logins? Time on page? Adrian Ruiz joins the gang to discuss.
⏱️ Timestamps:
00:00:07 - Customer usage is lying to you
00:00:55 - The account health dilemma
00:01:45 - Defining account health
00:02:50 - Measuring product stickiness
00:03:24 - The sticky meter
00:04:00 - Value pipeline insights
00:05:10 - Rob’s health score perspective
00:06:05 - Usage data versus satisfaction
00:07:20 - Importance of context in metrics
00:08:47 - Tracking data the right way
00:09:26 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Adrian Ruiz:
Adrian's LinkedIn: https://www.linkedin.com/in/adrian-a-ruiz/
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So often, we focus our conversation on that of the B2B customer success manager. But in many ways, the B2C folks have us beat.
Tell us your thoughts!
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:00 - B2C CSMs do it better
00:01:00 - Money and behavior in customer success
00:02:30 - Digital workflows in B2C
00:04:00 - Complexity in B2C vs. B2B
00:05:30 - The role of product-led growth in B2C
00:06:30 - Technical acumen and automation
00:07:30 - Retention strategies for B2C
00:08:30 - Persuasive cancellation flows
00:09:30 - The ethics of customer retention tactics
00:11:00 - One app's thirsty notifications
00:11:45 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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/
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Do you have practical tips for supporting women and other minority groups in tech? Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
Dannah Vaughan, host of the Rebels of SaaS podcast, joins the show to talk DEI and what *everyone* can do to help. In short? Say the hard things.
⏱️ Timestamps:
00:00:00 - Saying the hard things: diversity in CS
00:01:33 - Pay and Promotion Gaps
00:03:33 - Challenges Faced by Women in Tech and Customer Success
00:04:30 - Gender Disparity in Leadership
00:05:15 - Roles and Contributions of Men in Supporting Women
00:07:01 - Advocacy and Practical Steps for Gender Equality
00:08:26 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Dannah Vaughan:
Dannah's LinkedIn: https://www.linkedin.com/in/dannahvaughan/
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What is a true measure of your customer's happiness? Probably whatever makes THEIR customer happiest.
Kimberly Ayala urges the guys, and YOU, to dig just a little bit deeper and find out just what makes your customers' customers tick.
⏱️ Timestamps:
00:00:00 - What makes your customer's customer happy?
00:00:31 - Rob's across the pond
00:01:05 - Focus on scaling and efficiency
00:02:21 - Defining strategic value
00:03:18 - Reframe your strategic thinking
00:03:36 - Do we similarly hate the term "consultative"?
00:04:14 - Internal alignment
00:06:32 - Ultimately understanding customer goals
00:09:06 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Kimberly Ayala:
Kimberly's LinkedIn: https://www.linkedin.com/in/kimberlyayala
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CS enthusiast Moussa Gherbi joins the guys to give a lesson in speaking your leadership's language.
⏱️ Timestamps:
00:00:00 - Speaking your leader's language
00:01:07 - Meet Moussa Gherbi
00:01:29 - Transitioning to a self-service model
00:02:45 - IPO and operational efficiency goals
00:03:24 - Scaling customer success through digitalization
00:05:05 - Aligning customer success strategies with business goals
00:08:29 - Just a simple dashboard
00:10:38 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Moussa Gherbi:
Moussa's LinkedIn: https://www.linkedin.com/in/moussagherbi/
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Product feedback from your customers is a precious gift, and Leah Moorhead thinks you're wasting it.
⏱️ Timestamps:
00:00:00 - Improving feedback loops
00:01:04 - Introducing Leah Moorhead
00:01:24 - Did we all start in sales?
00:03:18 - Aligning customer success and product teams
00:03:36 - Role of product specialists in startups
00:04:34 - Increasing call quality with product specialists
00:05:15 - Other potential titles
00:07:01 - Challenges and solutions in customer-product interaction
00:11:11 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Leah Moorhead:
Leah's LinkedIn: https://www.linkedin.com/in/leahmoorhead/
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Maybe not nunchuck skills, bow hunting skills, or computer hacking skills. But girls-- no, COMPANIES, only want CSMs who have great skills. We break down what those skills are.
What skills are we missing? Tell us your thoughts!
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
⏱️ Timestamps:
00:00:00 - CSMs NEED great skills
00:01:30 - Setting the Stage: Skills Rubric for CSMs
00:03:00 - Essential Skills #1: Communication
00:04:00 - Persuasion in Customer Success
00:05:00 - Technical and Problem-Solving Abilities
00:06:00 - Data Analysis
00:07:30 - Business Acumen and Customer Understanding
00:09:00 - Effective Delegation and Management
00:10:30 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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/
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Jan Young, omnipresent force in the customer success and post-sales communities, shares her mission with the guys: empowering every leader in the profession to earn their right at the executive table.
⏱️ Timestamps:
00:00:00 - Earning a seat at the table
00:01:37 - Building a customer experience community and courses
00:03:11 - Becoming a revenue leader
00:04:30 - Taking ownership and providing direction
00:05:45 - Gathering feedback from the community
00:07:04 - Making an impact without waiting for permission
00:08:12 - The wrong and right ways to earn your seat at the table
00:09:31 - Leveraging available resources to succeed in customer success leadership
00:10:42 - Customer success' critical role in company revenue
12:16:00 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Jan Young:
Jan's LinkedIn: https://www.linkedin.com/in/jan-young-cx/
customer success, post sales, and revenue
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Jim Jones is like the rest of us, working to design a health score for his customers. Except...he has no data to work with. Now what?
⏱️ Timestamps:
00:00:00 - Measuring customer happiness without data
00:01:32 - Customer success without telemetry
00:03:00 - A unique delivery model
00:04:24 - Building a health score
00:05:49 - Defining the goals of a health score
00:07:12 - Understanding customer satisfaction and usage's part to play
00:08:32 - Measuring customer sentiment
00:09:48 - Understanding customer relationships
00:12:27 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 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 Jim Jones:
Jim's LinkedIn: https://www.linkedin.com/in/jamestjones3/
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