Episoder

  • 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

  • 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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  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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/

  • 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

  • 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/

  • 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/

  • 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/

  • 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

  • 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/