The Daily Standup

Betsy Gilfillan joins the TDSU crew to chat about CUSTOMER OBSESSION.  What's wrong with the way we use the term today, and how can we turn the obsession into a superpower, and not the weakness that it is today?

Timestamps:

00:00 - Introduction and Smelling Like JP

01:32 - Understanding Customer Obsession

06:34 - Measuring Impact and Consistent Outcomes

07:41 - Building Relationships and Personalization

09:04 - Sky Netting Their Asses: Gathering Customer Information

10:09 - Curiosity and Focusing on the Customer

11:00 - Heated Seats: Providing Comfort and Value

11:25 - Conclusion and Farewell

📺 Lifetime Value: Your Destination for Customer Success 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 Betsy Gilfillan:

Betsy's LinkedIn: https://www.linkedin.com/in/betsyg/

Mentioned in this episode:

Matik

The Segment

LTV Shop

Jon Johnson's got a bit of whiplash over what the talking heads say we ought to be doing all day.

⏱️ Timestamps:

00:00:00 - Hoodwinked

00:01:43 - A size inconsistency

00:02:09 - Whiplash

00:03:06 - CS and revenue responsibilities

00:04:14 - Justifying CS roles

00:05:10 - CS as revenue protectors

00:07:17 - Impact over chuckles in CS

00:08:22 - CS role specialization

00:11:10 - Sales vs. CS goals

00:12:14 - Companies making wrong decisions

00:12:32 - Like, comment, and subscribe!

📺 Lifetime Value: Your Destination for Customer Success 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 Jon Johnson:

Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/

Mentioned in this episode:

Matik

LTV Shop

The Segment

Episode 120: Italian expat Viviana Bertinetto wants to remind you big of a world it is out there.

⏱️ Timestamps:

00:00:00 - Meeting the crew: warm welcomes all around

00:00:38 - Viviana Bertinetto: CCO of a global startup

00:01:14 - What's on your mind, Viviana?

00:01:26 - Navigating multicultural customer success

00:03:31 - Bridging gaps in a globalized world

00:04:37 - Curiosity and context: keys to success

00:06:59 - Fun facts about cultural differences in business

00:07:37 - Nuances of customer playbooks in global settings

00:09:11 - Rob’s Italian wedding: customer success or chaos?

00:10:04 - Empathy, neurodiversity, and perspective

📺 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 Viviana Bertinetto:

Viviana's LinkedIn: https://www.linkedin.com/in/viviana-bertinetto-43232413/

Mentioned in this episode:

Matik

The Segment

LTV Shop

Episode 146: The guys debate the proper customer success compensation structure.

⏱️ Timestamps:

00:00:00 - Intro

00:01:04 - Talking turkey: variable comp ideas

00:03:11 - The pitfalls of broad comp goals

00:04:01 - JP’s take on perfect variable comp

00:06:49 - Incentives, quotas, and commissions

00:10:03 - Keep comp plans simple and clear

00:11:38 - The reality of ambiguous comp plans

00:12:44 - Driving behavior with transparency

00:13:12 - 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:

Matik

LTV Shop

The Segment

Episode 124: Dr. Mike Lee is a CS traditionalist, and he has thoughts about the state of the industry.

⏱️ Timestamps:

00:00:00 - Intro

00:02:00 - Revenue focus: a customer success dilemma

00:04:31 - The happy medium or a needed firewall?

00:06:09 - Can sales enhance customer relationships?

00:08:00 - Trust first, then revenue follows

00:10:26 - The pressure of quotas in customer success

00:12:28 - The key to balancing rewards and retention

00:14:02 - Teaser: Dr. Mike's thoughts on commissions

📺 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 Dr. Mike Lee:

Mike's LinkedIn: https://www.linkedin.com/in/-mikelee/

Mentioned in this episode:

LTV Shop

Matik

The Segment

Episode 144: Michaela Carpenter gives a history lesson.

⏱️ Timestamps:

00:00:00 - Intro

00:00:42 - Michaela’s background: Cybersecurity to OPLAN

00:01:09 - Why Slovakia lags in customer success

00:01:37 - The post-communism syndrome impact

00:03:08 - How Slovakia’s customer mindset is shifting

00:04:24 - Cultural nuances in customer success

00:07:50 - Facing competition: A new era for Slovakia

00:09:09 - NPS: How Slovakian companies measure happiness

00:09:20 - Global perspectives on customer success evolution

📺 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 Michaela Carpenter:

Michaela's LinkedIn: https://www.linkedin.com/in/michaela-carpenter-59b60b295/

Mentioned in this episode:

Matik

The Segment

LTV Shop

Kristi Faltorusso is as successful as they come in customer success. And yet, she too still struggles to unlock the perfect CS / Sales relationship.

⏱️ 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/

Mentioned in this episode:

Matik

LTV Shop

Christian Jakenfelds sees a new wave of customer success, with a brand new metric to go along with it.

Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:00 - A manifesto

00:01:26 - Christian’s journey into customer success

00:02:11 - The third wave of customer success after NRR

00:05:15 - Pushback: Prioritizing customer referrals

00:06:42 - Measuring CSM impact on new customer acquisition

00:07:47 - Advocacy and referrals: The key to growth

00:09:54 - Driving revenue with lower acquisition costs

00:10:37 - Monetizing advocacy and its impact on margins

00:10:46 - F1 winner predictions: Verstappen or Norris?

00:11:00 - Wrapping up: A 10-part manifesto series?

📺 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 Christian Jakenfelds:

Christian's LinkedIn: https://www.linkedin.com/in/christianjakenfelds/

Mentioned in this episode:

Matik

CS & SaaS continue to evolve.  But our love for the profession is undying.  Why, exactly?

⏱️ Timestamps:

00:00:00 - Gentleman's Choice: Why we love customer success

00:01:23 - The Evolving Role of Customer Success

00:02:20 - Understanding the Business Model

00:03:09 - The Complexity of Customer Success

00:04:03 - Unhinged Customers

00:05:00 - Feeding the addiction

00:05:55 - It's just a metaphor, bro

00:07:01 - For the love of the game

00:08:10 - 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/

Mentioned in this episode:

Matik

By all accounts, Kinsey Wheelis knows what she's doing. Still, imposter syndrome rears its ugly head. Here are her tips for putting it in its place.

Subscribe to the newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:00 - Shove it, imposter syndrome!

00:01:02 - Kinsey Wheelis joins The Daily Standup

00:01:25 - Facing imposter syndrome in CS

00:05:24 - Overcoming discomfort for growth

00:07:28 - Balancing humility and confidence

00:08:59 - Rob’s personal journey with imposter syndrome

00:10:12 - Understanding the Dunning-Kruger effect

00:11:43 - Please don't quit

00:12:27 - Taking back power from imposter syndrome

00:12:42 - Wrap-up and farewell

📺 Lifetime Value: Your Destination for Customer Success content

Subscribe: https://lifetimevalue.link/youtubesub

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 Kinsey Wheelis:

Kinsey's LinkedIn: https://www.linkedin.com/in/kinseywheelis

Mentioned in this episode:

Matik