The Daily Standup

Episode 195: Erika Villarreal wants to help, but first she needs to know what to help *with*.

⏱️ Timestamps:

00:00:00 - Intro

00:02:44 - The burnout crisis in CS

00:05:54 - Is it the job or the company?

00:10:54 - Personas problem in customer success

00:12:28 - Solutions need a part two

00:13:24 - Empathy vs. entertainment on Reddit

00:14:00 - Wrapping up, but not for long

📺 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 Erika Villarreal:

Erika's LinkedIn: https://www.linkedin.com/in/erivillarreal/

Mentioned in this episode:

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And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show!

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:

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Episode 193: It's easy to explain what customer-centricity is NOT, but Ragna Ghoreishi helps us arrive at what it IS.

⏱️ Timestamps:

00:00:00 - Intro

00:01:53 - The challenge of customer centricity

00:02:28 - Why most companies aren't truly customer centric

00:05:27 - The balancing act of customer needs

00:07:29 - Avoiding the reactive CS trap

00:09:45 - The urgency of customer feedback

00:12:34 - "Good enough" is not good enough

📺 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 Ragna Ghoreishi:

Ragna's LinkedIn: https://www.linkedin.com/in/ragnaghoreishi/

Mentioned in this episode:

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Episode 192: Waqas Hussain is a CS leader who still craves time with his customers.

⏱️ Timestamps:

00:00:00 - Intro

00:01:06 - Waqas Hussain: a decade in customer success

00:02:07 - The secret to staying close to customers

00:04:20 - Handling protective CSMs and engagement

00:05:13 - Proven tactics for customer connection

00:07:16 - Executive alignment: the game-changer

00:08:24 - Why Waqas keeps coming back to CS

00:10:30 - Banana bread

📺 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 Waqas Hussain:

Waqas's LinkedIn: https://www.linkedin.com/in/waqas-hussain-18492b17/

Mentioned in this episode:

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Episode 191: Rob gives his 12 tips for cooling down a customer.

⏱️ Timestamps:

00:00:00 - Intro

00:02:49 - Setting the tone from the start

00:05:36 - Gaining control without losing trust

00:07:07 - Handling difficult customers with finesse

00:08:45 - The magic of labeling and mirroring

00:10:10 - Using whispers to calm the storm

00:11:05 - Knowing when to walk away

00:15:08 - The underrated power of an apology

📺 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/

Mentioned in this episode:

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Episode 190: David Karp loves being a CS leader with all its ups and downs. But it's not for everyone.

⏱️ Timestamps:

00:00:00 - Intro

00:01:58 - Customer success is a roller coaster ride

00:04:19 - Not everyone is built for the ride

00:07:16 - Embracing unpredictability and teamwork

00:08:43 - Leadership must support the front lines

00:09:27 - Emotional resilience in customer success

00:12:02 - Serving customers in their critical moments

00:13:55 - Next up, the log flume?

📺 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 David Karp:

David's LinkedIn: https://www.linkedin.com/in/davidalankarp/

Mentioned in this episode:

And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show!

The Segment

Episode 189: The tech landscape is shifting rapidly. What part does customer success have to play?

⏱️ Timestamps:

00:00:00 - Intro

00:01:25 - Parker’s big question on CS

00:01:45 - AI, SaaS, and the market shift

00:04:16 - Should we care about disruption?

00:07:17 - Finding hope in a shifting industry

00:08:06 - The SaaS identity crisis

00:11:04 - Practical tips for staying ahead

00:11:49 - Is this really CS’s job?

00:13:13 - Wrapping up

📺 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 Parker Chase-Corwin:

Parker's LinkedIn: https://www.linkedin.com/in/parkercorwin/

Mentioned in this episode:

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Episode 188: Emily Deas has a unique chance to think about efficiency from the very beginning.

⏱️ Timestamps:

00:00:00 - Intro

00:02:27 - The challenge of scalable customer success

00:03:48 - Does everyone really want a personal touch?

00:05:35 - Choosing what NOT to do in customer success

00:07:19 - Segmenting customers for better service

00:09:03 - Generational differences in customer needs

00:10:03 - The power of checklists in CS operations

00:12:29 - Why standardized processes matter

📺 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 Emily Deas:

Emily's LinkedIn: https://www.linkedin.com/in/emily-deas/

Mentioned in this episode:

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The Segment

Episode 187: Thomas Voigt already has his eyes on the horizon beyond artificial intelligence.

⏱️ Timestamps:

00:00:00 - Intro

00:01:08 - Thomas’ bold vision for CS

00:02:06 - The call for customer intelligence

00:04:41 - Why doesn’t this exist yet?

00:06:12 - Can CRMs handle the future?

00:07:26 - AI co-pilots: hype or innovation?

00:09:46 - The human roadblock to progress

00:12:03 - Parting thoughts

📺 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 Thomas Voigt:

Thomas's LinkedIn: https://www.linkedin.com/in/thomas-voigt/

Mentioned in this episode:

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Episode 186: Rob, Dillon, and special co-host Mickey Powell discuss how they'd recommend a newcomer learn CS from scratch.

⏱️ Timestamps:

00:00:01 - Intro

00:01:24 - No topic? Time to check Reddit

00:02:57 - Firehose time: learning in customer success

00:04:33 - A roadmap to mastering customer success

00:07:39 - Theory vs. tactics in professional growth

00:08:56 - The brutal honesty of Reddit comments

00:11:11 - Never stop learning, follow your curiosity

00:11:42 - Wrapping up!

📺 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/

Mentioned in this episode:

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The Segment