Episoder
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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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Mangler du episoder?
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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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There's a new Customer Success hero in town. Or...is there? The boys debate among themselves the purported next biggest thing in Customer Success...
Timestamps:
00:00:00 - AI's the new gluten free
00:01:30 - HubSpot's New Service Hub
00:02:49 - A New Suite Within HubSpot for Customer Success Managers
00:04:13 - AI in Tools and the Future of Automation
00:05:25 - Learn how to be a guest on TDSU
00:06:37 - The Vagueness of AI
00:07:59 - The new features of Service Hub 2.0
00:09:13 - Uniting Customer Support and Success
00:11:36 - 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/
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Brad Davis of Success Panda drops a bomb on the TDSU guys: there are few great leaders in customer success. The gang talks methods for upping our leadership game in the profession.
Timestamps:
00:00:00 - Introduction to The Daily Standup
00:01:31 - Leadership and Customer Success
00:02:50 - The Deficit in Leadership
00:04:03 - The Importance of Leadership and Mentorship
00:05:26 - The Impact of Good Leadership
00:06:45 - Serving the Team and Humility in Leadership
00:08:04 - Being Agile as a Leader
00:09:14 - Clarity and Direction in Leadership
00:10:28 - A Dad Joke
00:11:59 - 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 Brad:
Brad's LinkedIn: https://www.linkedin.com/in/contactbraddavis/
Success Panda: https://www.successpanda.io
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Kristen Gray Psychas breaks down HER experience as a hiring manager in customer success. What job search tactics are successful, and which are not, when applying for customer success manager roles in today's job market.
Timestamps:
00:00:00 - Introducing The Daily Standup by Lifetime Value
00:01:17 - The Importance of the Customer Success Management Hiring Process
00:02:24 - Tips for maximizing job search interview opportunities
00:03:24 - Challenges in Garnering the Right Audience
00:04:21 - Tactics for Successful Job Interviewing
00:05:19 - How to Stand Out in the Hiring Process
00:06:21 - The Key Factor: Resilience
00:07:25 - Finding alignment with company values
00:08:26 - Join our network and navigate your next steps
00:09:32 - 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 KGP:
Kristen's LinkedIn: https://www.linkedin.com/in/kgpcs/
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The effervescent Mary Migiano brings a PROBLEM to the pod: your customer just won't respond. What's your go-to method for fighting through the noise and grabbing their attention?
Timestamps:
00:00:00 - Analogies abound!
00:01:31 - Challenges with Unresponsive Customers
00:02:49 - Finding effective communication methods
00:03:51 - Understanding Customer Non-Responsiveness
00:04:56 - Assuming the best in intention
00:06:06 - Adding Value as a Business Partner
00:07:21 - Improving Email Responses
00:08:40 - Tips for getting facetime with customers
00:09:44 - Asking the Right Questions
00:11:03 - 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 Mary Migiano:
Mary's LinkedIn: https://www.linkedin.com/in/marymigiano/
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Good CS samaritan Kevin Leonor links up with us to share what he believes might grease the wheels in this hectic hiring cycle. Let's stop searching for perfect-fit unicorns, and be open to training to the vertical.
Timestamps:
00:00:00 - Find Culture, Train Skills
00:01:40 - Training to the Vertical
00:03:15 - Job Seekers Training for Success in Other Verticals
00:04:49 - Positioning as a Subject Matter Expert in Customer Success
00:06:22 - The Importance of Industry-Specific Skills
00:07:56 - The Importance of Cultural Fit in Hiring
00:09:21 - Combining Skills for Faster Onboarding
00:10:57 - Hiring for Hunger to Learn and Unique Aptitudes
00:12:31 - Eliminating candidates at an early stage
00:13:50 - 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 Kevin:
Kevin's LinkedIn: https://www.linkedin.com/in/kevin-leonor/
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Inspired by the NFL draft this past week, the boys conduct their own draft, customer success style. Rob, JP, and Dillon name the individuals and communities in and around customer success that they want on their team.
Timestamps:
00:01:41 - Drafting from the Customer Success and Adjacent Spaces
00:03:12 - JP and Rob make the first and second overall picks in the Customer Success Draft
00:04:32 - The Three Buckets of RevOps: Seats, KPIs, and Interdepartmental Relationships
00:06:00 - Introducing the Vibe Master
00:07:38 - Round 2 Pick 4: The Woman with the Most Valuable Tactical Advice
00:09:11 - Building a Community in Customer Success
00:10:30 - The Customer Success Avengers
00:11:59 - Farewell and Thanks
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/
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Betsy Gilfillan joins the TDSU crew to chat about CUSTOMER OBSESSION. What's wrong with the way we use the term today, and how can we turn the obsession into a superpower, and not the weakness that it is today?
Timestamps:
00:00 - Introduction and Smelling Like JP
01:32 - Understanding Customer Obsession
06:34 - Measuring Impact and Consistent Outcomes
07:41 - Building Relationships and Personalization
09:04 - Sky Netting Their Asses: Gathering Customer Information
10:09 - Curiosity and Focusing on the Customer
11:00 - Heated Seats: Providing Comfort and Value
11:25 - Conclusion and Farewell
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 guest:
Betsy's LinkedIn: https://www.linkedin.com/in/betsyg/
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Welcome to The Daily Standup, where Rob, JP, and Dillon invite guests on to answer one simple question: "What's on your mind?"
Welcome to The Daily Standup, where Rob, JP, and Dillon invite guests on to answer one simple question: "What's on your mind?"
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/
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