The Daily Standup

Episode 175: Lizz Harrell has one big tip for being your best CSM self.

⏱️ Timestamps:

00:00:00 - Intro

00:02:13 - Nostalgia and the BDR grind

00:03:06 - Do CSMs need sales skills?

00:05:02 - Bridging the gap between product and customer

00:06:28 - What's in it for customer success pros?

00:09:12 - Learning through customer relationships

00:10:50 - Sales fundamentals for CSMs

00:12:23 - An invitation

📺 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 Lizz Harrell:

Lizz's LinkedIn: https://www.linkedin.com/in/lizz-harrell/

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Episode 174: Jason McLaurin has a storied career in business internationally, and he's sharing those stories now.

⏱️ Timestamps:

00:00:00 - Intro

00:01:25 - Culture shock in customer success

00:01:54 - The NPS paradox: global scoring quirks

00:03:29 - Living and learning: cross-cultural insights

00:05:11 - Language, interpretation, and cultural nuances

00:06:17 - Contrasting Japan and South Korea's business styles

00:09:33 - Cultural currency: ego aside, value first

00:10:34 - Parting wisdom

📺 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 Jason McLaurin:

Jason's LinkedIn: https://www.linkedin.com/in/jason-mclaurin/

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Episode 173: David Gunn and SundaySky are re-engineering the way you engage with your customers.

⏱️ Timestamps:

00:00:00 - Intro

00:02:07 - The next frontier: video for engagement

0:02:50 - Solving the personalization-at-scale puzzle

00:04:11 - Learning from Spotify Wrapped

00:06:59 - AI-driven video avatars: the future is here

00:09:12 - Breaking the stigma around tech touch

00:10:45 - Who benefits from video personalization?

00:12:27 - Getting started with personalized video

00:13:17 - Wrapping up the conversation on vide

📺 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 Gunn:

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

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Episode 172: Mary Poppen knows you know about total rewards and customer experience, but have you heard of total experience?

⏱️ Timestamps:

00:00:00 - Intro

00:01:31 - The power of total experience

00:02:07 - Silos that hinder organizational growth

00:03:30 - Harmony through shared alignment

00:06:19 - Marrying metrics to business outcomes

00:08:27 - The uphill battle of leadership buy-in

00:10:12 - Pressing the right persuasive levers

00:12:12 - Breaking silos and zooming out

📺 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 Mary Poppen:

Mary's LinkedIn: https://www.linkedin.com/in/marypoppen/

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171: New report just dropped! But, it's a little bit all over the place.

⏱️ Timestamps:

00:00:00 - Intro

00:01:17 - 2025 confidence index

00:02:34 - Resources vs. outcomes for CS teams

00:04:40 - Why CS struggles to prove ROI

00:06:32 - Personas, privilege, and disconnection

00:07:26 - Defining success through a shared lens

00:08:53 - Renewals: workload vs. customer value

00:12:31 - Churn lessons from a CEO’s perspective

00:14:31 - The path forward: pick one direction

📺 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/

🗞️ Find the report here:

https://www.vitally.io/resources/vital-insights-02

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Episode 170: Ashna Patel made a career pivot last year, and she has some valuable learnings after leaving customer success for marketing.

⏱️ Timestamps:

00:00:00 - Intro

00:01:26 - Defining customer success beyond post-sale

00:03:33 - Bridging customer success and marketing

00:05:09 - The fragile yet vital connection

00:08:39 - Breaking silos: marketing as a secret weapon

00:10:25 - Aligning promises with delivery

00:13:10 - Communication: the cure for assumptions

00:14:40 - Silos vs. the customer experience

📺 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 Ashna Patel:

Ashna's LinkedIn: https://www.linkedin.com/in/ashnapatel92/

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Episode 169: Emma Lampert knows what wins when revenue and net promoter score get into a scrap.

⏱️ Timestamps:

00:00:00 - Intro

00:01:34 - Why customer feedback gets ignored

00:02:38 - NPS: A misunderstood metric

00:03:06 - The missing nuance in customer feedback

00:04:23 - Users vs. champions: Whose feedback matters?

00:06:29 - Vanity metrics vs. meaningful insights

00:08:46 - NPS: Just the starting point

00:10:04 - Treating feedback as a nurture flow

00:10:27 - Signing off with fresh perspectives

📺 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 Emma Lampert:

Emma's LinkedIn: https://www.linkedin.com/in/emmalampert/

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Episode 168: Boaz Maor can help you make it useful.

⏱️ Timestamps:

00:00:00 - Intro

00:02:03 - Unpacking net promoter score: The love-hate metric

00:05:45 - Turning net promoter score into actionable insights

00:07:20 - Crucial net promoter score principles for B2B success

00:09:10 - The power of trends over scores

00:10:20 - Comparing NPS to product market fit

00:11:18 - Boaz’s invitation for a deeper dive into NPS

00:11:48 - 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 Boaz Maor:

Boaz's LinkedIn: http://il.linkedin.com/pub/boaz-s-maor/0/10b/848

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Episode 167: Tim Concannon doesn't know how we can possibly be our best selves without first knowing what our destination is.

⏱️ Timestamps:

00:00:00 - Intro

00:01:24 - The missing metric in customer success

00:02:27 - Rodney Dangerfield of departments

00:04:18 - Internal confusion and conflicting priorities

00:06:16 - Customer value versus internal metrics

00:08:02 - ARR, GRR, and the true mission of CS

00:10:26 - The ROI argument for headcount

00:11:51 - Tying retention to sales success

00:12:38 - Wrap it 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 Tim Concannon:

Tim's LinkedIn: https://www.linkedin.com/in/tim-concannon-a5832028/

Mentioned in this episode:

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Episode 166: A team is reduced from 12 to 1.

⏱️ Timestamps:

00:00:00 - Intro

00:00:25 - The last CSM standing

00:01:14 - A restructuring nightmare unfolds

00:02:35 - The cost of doing 12 jobs alone

00:03:31 - Misalignments and company priorities

00:04:17 - The leverage you didn’t know you had

00:06:26 - Negotiation pitfalls and realistic asks

00:08:34 - Risks and rewards of asking for more

00:10:33 - The missing nuance in the story

00:12:18 - Close it out

📺 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/

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