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The Customer Success Hotline episodes
- There is no pot of gold | #12
What does digital CS mean nowadays?
Kristi and Stino dispel the myth that digital CS means...just send more emails.
⏱️ Timestamps:
00:00:00 - Intro
00:01:20 - Digital CS and playbook fatigue
00:04:42 - Why self-service feels like a chore
00:07:34 - Diagnosing drop-offs in the funnel
00:10:50 - Asking customers what they want
00:12:00 - Attention spans and short-form wins
00:14:13 - Celebrating small customer milestones
00:15:31 - When data isn't delivering outcomes
00:17:09 - Using AI to analyze anonymized data
00:19:47 - Prompt crafting for actionable insights
00:21:26 - Knowing when to walk away from Chatty
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: digital customer success, email marketing, customer service
24 min - Don't lose that personal touch | #11
When total and complete automation is within reach, do you let it take over?
Kristi and Stino share their thoughts on what makes customer success...customer success.
⏱️ Timestamps:
00:00:00 - Botox and burnout in CS
00:03:24 - Personalization vs. product-led growth
00:04:03 - Losing the human touch in PLG
00:06:07 - Segmentation and scalable white glove
00:07:37 - Using product data for personalization
00:09:07 - Internal workflows vs. customer behavior
00:10:47 - Low-budget ways to personalize onboarding
00:11:46 - Collaborating with customers on design
00:12:42 - Scaling support without losing CSAT
00:14:12 - Categorizing tickets to find the root cause
00:17:05 - AI and documentation to reduce burnout
00:20:23 - Socializing support data with leadership
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: artificial intelligence, personalization, customer support
23 min - Get clear on your personal brand | #10
Presenting your best self isn't just about the way you dress, talk, or carry yourself anymore.
Kristi and Stino share their tips on cultivating the best version of your personal brand online.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:03 - Intro
00:02:44 - The shift from company-first to personal-first
00:06:27 - The power of sharing failures and lessons
00:10:26 - The importance of knowing your why
00:16:07 - Confidence, authenticity, and staying real
00:20:16 - Handling criticism and staying resilient
00:22:11 - Optimizing your LinkedIn profile for impact
00:28:37 - The underestimated power of commenting
00:32:42 - Aligning content with your personal goals
00:34:01 - Stretchy pants
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: personal branding, career tips, social media, content creation
Mentioned in this episode:
LTV Shop
The Segment
37 min - Do not let your petty self win | #9
What's the move when your colleague wins big off of a playbook you shared with them?
Kristi and Stino weigh the pros and cons of taking the high road, or...letting the pettiness get the best of you.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:00 - The petty vs. professional dilemma
00:01:09 - A workplace betrayal or just miscommunication?
00:02:12 - When your advice leads to someone else’s win
00:05:02 - The ego factor: Why this really stings
00:06:07 - Assume good intentions (even when it’s hard)
00:07:37 - Collaboration vs. individual recognition
00:10:07 - Owning your contributions without overusing “we”
00:11:04 - Should you talk to the boss?
00:12:56 - The smarter way to handle workplace credit
00:15:45 - 2025: The year of professional growth (and less pettiness)
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: collaboration, work drama, promotions
Mentioned in this episode:
LTV Shop
The Segment
20 min - It's time to RETHINK your AI strategy | #8
AI, AI, AI...
Kristi and Stino get the allure. But there are some things to think about while you board the hype train.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:00 - Intro
00:01:23 - The big question: AI or not to AI
00:02:24 - AI is making us lazy in CS
00:05:26 - Efficiency, not replacement
00:08:24 - Learning how to use the tool properly
00:10:55 - Misguided AI mandates from leadership
00:14:01 - Balancing relationships and automation
00:19:44 - The value of surveys and AI support
00:21:46 - Answering the question thoughtfully
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: artificial intelligence, personalization, leadership
Mentioned in this episode:
LTV Shop
The Segment
27 min - Are you leadership material? | #7
Getting promoted into leadership is still the ultimate goal for most. Kristi and Stino challenge the notion and, if you're still interested, tell you what to look out for.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00 - A blonde debut
01:57 - Climbing the CS ladder
02:30 - Finding your “why” in leadership
04:00 - Managing expectations upfront
06:16 - Organizational philosophy on CS
08:01 - Asking for support as a leader
09:14 - Realistic targets and KPIs
11:43 - Knowing the team dynamics
13:28 - Investing in leadership development
16:08 - Product innovation and customer value
18:47 - Wrapping up 2024 and looking ahead
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: leadership, career journey, management, new leader, promotion
Mentioned in this episode:
LTV Shop
22 min - Rediscover your CREATIVITY | #6
You can't always get what you want. And when it comes to CSMing, that almost always means...data worth a damn.
Kristi and Stino share tactics for FIGHTING for better data or, in lieu of that, how to still get your point across without it.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:00 - Intro
00:00:55 - Gratitude for 2024’s challenges
00:02:38 - Myriam's dilemma: CS without data
00:04:35 - Leveraging customer conversations
00:06:00 - Inviting others into CS calls
00:08:30 - Creativity in data collection
00:10:00 - Building trust in your data
00:12:55 - Emotional breakdowns in leadership
00:16:38 - Back to basics with Excel
00:18:51 - Identifying the right metrics
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: data, creativity, microsoft excel
Mentioned in this episode:
LTV Shop
22 min - Data, not drama | #5
It's inevitable that you'll feel overwhelmed in your job.
Kristi and Stino give advice on how to discuss it with your manager.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:00 - Intro
00:01:48 - Overwhelmed in the workplace
00:02:46 - Emotional vs. data-driven conversations
00:06:26 - Turning stress into actionable insights
00:09:25 - Crafting business-focused recommendations
00:11:43 - Handling emotions during tough discussions
00:12:06 - Unique stress relief methods
00:12:47 - Empowering the first conversation
00:13:30 - Cliffhanger!
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: data
15 min - Master negotiations by mastering preparation | #4
Renewal negotiations have the potential to get out of hand.
Kristi and Stino give their best tips for preventing things going sideways.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:00 - Intro
00:02:33 - Setting up multi-year contracts for enterprises
00:05:30 - Budget planning timing and negotiation
00:08:45 - Streamlining renewals: lessons from big firms
00:12:17 - Common pitfalls in enterprise renewals
00:15:06 - Role of value and pricing in negotiations
00:18:21 - Pre-negotiated clauses to save time
00:22:33 - Early alignment with sales and budgeting
00:26:10 - Preventing extended negotiation cycles
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: contract renewals, negotiation
22 min - Standing on business with your customers | #3
How do you serve the "perfect" customer? The one who seems to do it all right.
Kristi and Stino unpack that question, and explore what it really means to be a partner to your customers.
Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe
⏱️ Timestamps:
00:00:00 - Intro
00:01:59 - What is "perfect" anyways?
00:03:53 - Handling requests from top customers
00:04:50 - Leaning into strategic partnerships
00:07:23 - Business discussions vs. personal chat
00:10:06 - Asking tough questions thoughtfully
00:12:30 - Tackling “feature requests”
00:18:49 - Partnering with product for insights
00:28:15 - Wrapping up with key takeaways
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: customer advocacy, partnership, key customer management
31 min
About The Customer Success Hotline
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