The Daily Standup

Episode 149: Rob's thinking of writing a book...

⏱️ Timestamps:

00:00:00 - Intro

00:01:33 - Brainstorming customer success book ideas

00:02:11 - Children's book meets customer success

00:04:05 - Complex analogies: rocketships and rentals

00:05:19 - "Playbooks": a minimalist coffee table staple

00:07:47 - Exploring AI’s potential in customer success

00:08:33 - Mapping CS evolution through business stages

00:10:19 - Wrapping up: optimism and untapped potential

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevalue.show

Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/

🤝 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

Episode 148: Stephen Wise returns to further elaborate on how he thinks about CS personas.

⏱️ Timestamps:

00:00:00 - Intro

00:02:12 - Key questions to shape your CS strategy

00:03:12 - Understanding product responsibilities post-sale

00:05:04 - Aligning CS vision with product teams

00:07:25 - Relationship vs. project management in CS

00:10:08 - Sticky tech products vs. commoditized tools

00:11:17 - Balancing CS personas for adoption and beyond

00:12:15 - CS engineering: solving post-sale challenges

00:13:35 - Wrapping up with future industry bifurcations

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevalue.show

Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/

🤝 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 Stephen Wise:

Stephen's LinkedIn: linkedin.com/in/stephenwise2

Mentioned in this episode:

Matik

Episode 147: Recovering salesperson Chris Tazewell shares how he made the leap to customer success.

⏱️ Timestamps:

00:00:00 - Samuel L. Jackson

00:02:10 - Breaking into customer success

00:03:13 - The bridge between sales and CS

00:05:43 - First impressions of customer success

00:06:37 - The art of adjacent learning

00:09:09 - Bold moves and negotiating tactics

00:09:49 - The purple lightsaber mindset

00:12:45 - The Venn diagram of career growth

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevalue.show

Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/

🤝 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 Chris Tazewell:

Chris's LinkedIn: https://www.linkedin.com/in/christazewell/

Mentioned in this episode:

Matik

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 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

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 145: Jeff Kushmerek crunched the numbers and has some insights to share.

⏱️ Timestamps:

00:00:00 - Intro

00:01:06 - CSM coverage: A burning question for leaders

00:02:44 - How much time should CSMs spend with clients?

00:05:33 - Customizing customer success strategies

00:07:15 - The real boardroom concern: Margins

00:08:47 - Balancing CSM workload in a startup

00:09:43 - Warning signs: Churn, burnout, and scaling

00:10:45 - Data is power: Winning with numbers

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevalue.show

Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/

🤝 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 Jeff Kushmerek:

Jeff's LinkedIn: https://www.linkedin.com/in/jeffkushmerek/

Mentioned in this episode:

Matik

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.lifetimevalue.show

Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/

🤝 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

Episode 143: Brittany Casey gives the guys a pep talk.

⏱️ Timestamps:

00:00:00 - Intro

00:02:16 - Transitioning to growth and marketing

00:03:08 - Halloween decor and family life

00:04:10 - The customer success dilemma

00:06:14 - Juggling revenue and customer care

00:07:18 - Brittany's career shift to customer engagement

00:09:52 - Rob’s curiosity: from pet project to passion

00:12:04 - Career paths in customer success

00:13:55 - Bye bye

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevalue.show

Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/

🤝 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 Brittany Casey:

Brittany's LinkedIn: https://www.linkedin.com/in/thatcustomersuccessgal/

Mentioned in this episode:

Matik