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Sheryl Hawk has a PSA for all the Lifers: your ideal customer profile is not your total addressable market is not your persona. She works with the guys on untangling the three.
โฑ๏ธ Timestamps:
00:00:00 - ICP & TAM, IYKYK
00:00:58 - The difference between ideal customer profile and persona
00:02:03 - How critical is customer success?
00:02:53 - Better understanding ICP (ideal customer profile)
00:03:54 - Characteristics of churn accounts
00:04:47 - Better understanding TAM (total addressable market) and customer personas
00:05:45 - Providing value to different personas
00:07:33 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Sheryl Hawk:
Sherly's LinkedIn: https://linkedin.com/in/sheryl-hawk
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CS & SaaS continue to evolve. But our love for the profession is undying. Why, exactly?
โฑ๏ธ Timestamps:
00:00:00 - Gentleman's Choice: Why we love customer success
00:01:23 - The Evolving Role of Customer Success
00:02:20 - Understanding the Business Model
00:03:09 - The Complexity of Customer Success
00:04:03 - Unhinged Customers
00:05:00 - Feeding the addiction
00:05:55 - It's just a metaphor, bro
00:07:01 - For the love of the game
00:08:10 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Who wears it better? Tell us your thoughts!
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
๐ค 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/ -
Fehlende Folgen?
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Jared Orr is a veteran customer success manager and business owner running a copywriting business catering to SaaS companies. He explains why he believes content is a critical piece of your retention strategy.
โฑ๏ธ Timestamps:
00:00:00 - Being part of the conversation
00:01:28 - Starting a business
00:02:46 - Transitioning into online writing and blogging
00:04:03 - Consistency is key
00:05:20 - Joining the conversation
00:06:39 - Creating a culture around your product
00:07:56 - Conveying strategy through storytelling
00:09:07 - The power of storytelling
00:10:37 - Importance of customer engagement
00:11:56 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Jared:
Jared's LinkedIn: https://www.linkedin.com/in/jaredsorr/ -
De'Edra Williams is ready for an evolution, and she's here to tell us how alignment will play a pivotal role.
โฑ๏ธ Timestamps:
00:01:32 - Customer success 4.0
00:02:52 - The evolution of customer success
00:04:03 - How we got here: CS 3.0
00:05:14 - Understanding the "Why"
00:06:34 - Tension between value realization and revenue growth
00:07:45 - Alignment with sales
00:09:10 - A necessary symbiosis
00:10:21 - Clarity in leadership
00:11:35 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with De'Edra Williams:
De'Edra's LinkedIn: https://www.linkedin.com/in/deedraswilliams/ -
Jeff Kinsel, the self-proclaimed Sultan of SaaS, knows its a stressful time. But with times of discomfort come opportunities for advancement. Jeff tells us how.
โฑ๏ธ Timestamps:
00:00:00 - $$$
00:01:17 - Customer success in times of crisis
00:02:12 - The make or break moment in customer success
00:03:13 - Subscription models
00:04:17 - An evolution
00:05:20 - Phases of operation
00:06:19 - Passing the stress test
00:07:11 - Revenue for job security
00:08:04 - Predicting performance
00:09:09 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Jeff Kinsel:
Jeff's LinkedIn: https://www.linkedin.com/in/jeff-kinsel363/ -
Felicia Rella thinks its high time we raise our standards in CS, and embrace a lot more standardization in the process.
Timestamps:
00:01:25 - Standardizing Customer Success as a Profession
00:02:32 - Varied Roles and Responsibilities
00:03:40 - The Problem with Vague Job Titles
00:04:45 - The Evolving Definition of Customer Success
00:05:51 - The History of Customer Success
00:06:58 - Progressing and Developing the Customer Success Profession
00:08:03 - Generating Additional Revenue Through Customer Success
00:10:15 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Felicia Rella:
Felicia's LinkedIn: https://www.linkedin.com/in/felicia-rella/ -
Rob, JP, and Dillon go forum-diving for the hottest customer success topic on the internet, and come up with a classic battle royale.
Timestamps:
00:00:00 - An optimist's point of view
00:01:39 - Does the structure work?
00:03:17 - Masterful negotiations
00:04:51 - Limiting future opportunities and layoffs
00:06:17 - The responsibility of the CS team
00:07:37 - Understanding business needs
00:08:57 - The trusted advisor game
00:10:20 - Follow the money!
00:13:04 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Who wears it better? Tell us your thoughts!
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
๐ค 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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Stijn "Stino" Smet attributes much of his success to his white glove approach that he and his team employ. Learn from him why he believes white glove service isn't going anywhere soon.
โฑ๏ธ Timestamps:
00:00:00 - Awkward Car Meeting
00:01:40 - Meeting your idols
00:03:22 - Value of personal connections
00:04:55 - Stino loves an in-person meeting
00:06:22 - Share your thoughts with TDSU!
00:07:40 - Networking in person leads to better results
00:09:08 - setting a date creates a sense of urgency
00:10:33 - Leaving a meeting with more work
00:11:57 - Ebook hate and contract renewals
00:13:29 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Stijn Smet:
Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
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Julie Fox is a giver, and she thinks every customer success organization deserves to embrace digital customer success. But her definition of digital differs just slightly...
โฑ๏ธ Timestamps:
00:01:26 - Digital CS is for Everyone
00:02:41 - Building a Scaled CS Team for Amplification
00:03:52 - Maximizing Customer Interaction and Feedback
00:05:00 - Perspective from a Manager of Customers
00:06:14 - Trends in Winning and Losing Customers
00:07:19 - Bringing Customers Together for Growth
00:09:28 - An evolution
00:10:39 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Julie:
Julie's LinkedIn: https://www.linkedin.com/in/julie-fox-1b05395a/
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Armando Quintana III is a bit of a renaissance man, to our surprise. But he's also a customer success manager, spending too much of his time wondering about value and how to create it. But more importantly, he wonders what the word even means.
Timestamps:
00:01:23 - Should Customer Success Have a Growth Quota?
00:02:37 - Building a strong customer relationship
00:03:44 - Personal Growth and Success
00:04:52 - The trend of CS people not having a growth quota
00:05:55 - Revenue-focused conversations in customer success
00:06:58 - Hiring Customer Success people with a Sales Background
00:08:10 - Creating Value and the Definition of Value in Customer Success
00:10:19 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Armando Quintana III:
Armando's LinkedIn: https://www.linkedin.com/in/aq3/
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Jay Sanchez gives his best tip for succeeding in uncertain times, what we're calling the "help me help you" strategy.
Timestamps:
00:00:00 - The Secret Recipe
00:01:41 - Aligning Goals with Customers and Organization
00:03:03 - Turning CS Inwards: Help me help you
00:04:30 - Building the Foundations of Customer Success
00:05:49 - Connecting Internal Processes to the Customer Experience
00:07:16 - Facilitating Customer Conversations and Relationships
00:08:56 - Connecting with Sales and Other Teams
00:10:23 - Power Dynamics and Building Trust
00:11:41 - The Ben Franklin Effect
00:13:10 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Jay:
Jay's LinkedIn: https://www.linkedin.com/in/jasanc13/
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Bob Mathers gained some perspective recently. And it forced him to ask the question: "Does your job love you back?"
Timestamps:
00:00:00 - Does your job love you back?
00:01:16 - The Fragility of Life
00:02:29 - Reflections on Being Laid Off in CS
00:03:36 - Job security is a myth
00:04:44 - Companies don't care about you
00:05:57 - CSMs suck at ROI
00:07:07 - Resiliency and Adaptability
00:08:24 - We're pulling for Will!
00:09:34 - Outro
00:10:42 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Bob:
Bob's LinkedIn: https://www.linkedin.com/in/bmathers/
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What has struck you lately with its lack of taste, variety, and creativity? The guys share theirs, customer success or otherwise!
Timestamps:
00:00:00 - The Dreaded Check-In Meeting
00:01:19 - Blossom, Bubbles, and Buttercup
00:02:27 - The Bland Episode
00:03:44 - Applying Business Lessons to EVERYTHING
00:04:54 - Changes in LinkedIn and the "X Factor"
00:07:10 - Milquetoast
00:08:31 - What day is it?
00:10:47 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
What's boring you?
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
๐ค 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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Joe Di Grande, founder of the aptly named Joe Does Tech Touch, tells the crew why it all starts (and ends) with clean data.
Timestamps:
00:00:00 - Introductions
00:01:27 - The Importance of Customer Success
00:02:32 - Clean Data as an Imperative in Business in 2024
00:03:51 - Being Data-Driven in Companies
00:04:56 - Automation Responsibility and Touch Points for a Product
00:05:54 - Tracking and Transforming Data
00:06:58 - Analyzing Data for Cleanliness
00:08:13 - Auditing for Data Inconsistencies
00:09:18 - Building the Right Foundation
00:10:26 - Like, comment, and subscribe!
๐บ 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/
๐ค 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/
๐ Connect with Joe:
Joe's LinkedIn: https://www.linkedin.com/in/josephdigrande/
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Antti Nevalainen hops on board to discuss what he believes most customer success folks get wrong: how and when to copy and paste.
Timestamps:
00:00:00 - Discovering the Customer Journey
00:00:52 - Designing the Customer Success Journey
00:01:40 - Building Processes Specific to the Company
00:02:29 - How to Become a Guest on the Show
00:03:13 - Finding the Right Balance in Building a Process
00:04:03 - Using Old Results for Research
00:04:52 - Discovering the Customer Journey
00:05:40 - Finding the Customer Journey
00:06:20 - Disclaimer and Contact Information
00:07:03 - Support and Engagement from Our Community
๐บ 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/
๐ค 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/
๐ Connect with Antti:
Antti's LinkedIn: https://www.linkedin.com/in/antti-nevalainen/
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Alex Turkovic enters the chat to talk better cross-functional collaboration between SaaS teams. Who owns what? Who runs the show? How can a customer success manager serve his peers and his customers simultaneously?
Timestamps:
00:00:00 - A revelation
00:01:36 - The Importance of cross-functional collaboration in SaaS orgs
00:03:54 - The Challenging Relationship Between the Customer Success Manager and Product Development
00:05:10 - The role of cross-collaboration in product development
00:06:27 - Prioritizing Product Features between Customer Success and sales
00:07:40 - Structured Information is the name of the game
00:08:52 - Combining Context and Data for Better Insights
00:10:05 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Alex:
Alex's LinkedIn: https://www.linkedin.com/in/alexturkovic/
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The CEO of CogniSaaS, Rupesh Rao, believes SaaS companies miss the plot when it comes to enterprise onboarding.
Timestamps:
00:00:00 - The criticality of onboarding
00:01:22 - The Importance of Customer Success
00:02:22 - Leading Indicators of Customer Success
00:03:36 - Measuring Customer Onboarding Progress
00:04:40 - Multi-threading value delivery in organizations
00:05:45 - Meeting the Needs of Stakeholders
00:06:52 - Turning Boundaries into Value during Onboarding
00:08:02 - Managing Expectations and Stakeholder Management
00:09:02 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Rupesh Rao:
Rupesh's LinkedIn: https://www.linkedin.com/in/rupeshrao/
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Matt Evans, founder of Prescriptive Outcomes, thinks handoffs are really something else entirely: hand-me-downs. How can your go-to-market team tighten up the hand-off or delete it entirely? Matt gives the guys his take.
Timestamps:
00:00:00 - Delete the Handoff
00:01:42 - Sales to CS Handoff Issues
00:03:04 - Eliminating Handoffs: Creating Revenue Pods
00:04:33 - The Importance of Alignment in Sales and Customer Success
00:05:46 - Using Pods in Customer Segmentation
00:07:16 - Segmenting Sales and Customer Success
00:08:47 - Aligning Results with Customers
00:10:17 - Aligning Sales and Customer Success
00:11:41 - Removing Silos for Sales and Customer Success
00:13:07 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Matt Evans:
Matt's LinkedIn: https://www.linkedin.com/in/evans-matt/
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We welcome Sharae Matteu to the show, where she highlights what she believes is the most critical skill for a customer success manager to have.
Timestamps:
00:00:00 - Fake it 'til you make it
00:01:09 - Confidence in Customer Success
00:02:11 - The Viability of "Fake it 'til you make it"
00:03:09 - Embodying Confidence in Customer Situations
00:04:08 - Being confident and listening in customer interactions
00:05:05 - The Confidence in Admitting Errors
00:06:10 - Embracing the Opportunity for Growth
00:07:13 - The trust potty
00:09:06 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Sharae:
Sharae's LinkedIn: https://www.linkedin.com/in/sharae-matteu/
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Christine Raby jumps on to chat the modern hiring process. What's different about it today compared to a couple years ago? And how can companies and hiring managers switch it up to accommodate the massive supply while maintaining humanity with their candidates?
Timestamps:
00:00:00 - Authenticity in Finding the Right Fit
00:01:38 - Effective Hiring in Today's Environment
00:03:03 - Effective Hiring Manager Strategies
00:04:20 - Hiring for Culture Additions
00:05:34 - Removing Unconscious Company Biases
00:06:59 - Filtering Candidates in the Job Market
00:08:29 - Authentic fit and intentionality in hiring process
00:10:02 - Tips for Hiring the Best Candidates
00:12:37 - Like, comment, and subscribe!
๐บ Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
๐ค 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/
๐ Connect with Christine:
Christine's LinkedIn: https://www.linkedin.com/in/christineraby/
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