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:

Matik

LTV Shop

The Segment