Episode 222: Emre Tekoglu sees opportunity in every support interaction.

⏱️ Timestamps:

00:00:00 - Intro

00:01:23 - Why support holds the retention key

00:02:31 - Beyond solving: Decoding support signals

00:04:29 - Collaboration over competition post-sales

00:05:36 - Escaping the ticket trap

00:08:44 - Support’s role in renewal strategies

00:09:59 - A mindset shift in customer care

00:10:59 - Until next time

📺 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 Emre Tekoglu:

Emre's LinkedIn: https://www.linkedin.com/in/emretekoglu/

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Episode 221: Zach Hawtof is here to say: "AI may take our jobs, but it will never take our communities!"

⏱️ Timestamps:

00:00:00 - Intro

00:03:28 - Building digital communities for the future

00:04:51 - AI’s role in community and personalization

00:06:39 - IRL events vs digital platforms

00:08:14 - The power of niche and global connection

00:09:30 - Customers helping customers: a hidden gem

00:10:45 - Community champions as the original AI

00:12:17 - Escaping the grind with real interaction

00:13:39 - Vision, story, and the strength of belonging

📺 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 Zach Hawtof:

Zach's LinkedIn: https://www.linkedin.com/in/zhawtof/

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!

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Episode 220: The sun never sets on customer marketing. Melissa Beck joins Dillon live at the Customer Success Collective's Summit in New York City to describe her experience.

⏱️ Timestamps:

00:00:00 - Intro

00:01:50 - The evolution of customer marketing

00:02:49 - Creating experience beyond the product

00:03:31 - What customer marketing is not

00:04:12 - Crossing paths with every department

00:06:47 - Scaling champions through experience

00:07:57 - Inside customer advocacy programs

00:10:01 - The remote era of customer engagement

📺 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 Melissa Beck:

Melissa's LinkedIn: https://www.linkedin.com/in/melissabeck

Mentioned in this episode:

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Episode 219: Ray Otero tells us what it's like managing customer experience at Microsoft.

⏱️ Timestamps:

00:00:00 - Intro

00:01:36 - Embracing a growth mindset

00:01:48 - Rethinking customer experience

00:02:57 - CoPilot’s rise and cultural moment

00:03:50 - AI as an internal power tool

00:05:32 - Global CX with a product-agnostic view

00:07:24 - Turning insights into action

00:08:28 - Boosting response rates

📺 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 Ray Otero:

Ray's LinkedIn: https://www.linkedin.com/in/rayotero

Mentioned in this episode:

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Episode 218: Donnovan Simon stops Dillon in his tracks with one simple saying.

⏱️ Timestamps:

00:00:00 - Intro

00:02:03 - Customer success in tough times

00:02:57 - The global pressure on CS teams

00:03:23 - CS’s role in driving company stability

00:04:19 - CS metrics under executive scrutiny

00:05:10 - Legacy views vs. revenue accountability

00:05:56 - Why leadership must understand CS value

00:06:32 - Evolution toward revenue ownership

00:07:14 - Retention cost vs. acquisition cost

00:08:06 - Margin is king

📺 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 Donnovan Simon:

Donnovan's LinkedIn: https://www.linkedin.com/in/donnovan-simon-584924a/

Mentioned in this episode:

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Have you ever let the client tell you they're a special little flower? That your standard processes simply canNOT apply to them?

...no? Well, then you haven't quite fucked up like we have.

In this episode we welcome Mick Weijers, Founder of Customer Success Snack, to chat how to overcome a know-it-all customer:

00:00:00 - Intro

00:03:30 - When the customer takes the wheel

00:05:59 - Even senior leaders fall for it

00:07:49 - Holding your ground in tough calls

00:09:06 - The client who knew better (but didn’t)

00:12:13 - Faking confidence vs. building trust

00:17:08 - When big accounts push too hard

00:25:59 - Which outcome framing works best?

00:29:22 - Key takeaways

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

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

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Episode 217: Need Laure Maisonrouge say more?

⏱️ Timestamps:

00:00:00 - Intro

00:01:34 - Data as your customer success compass

00:02:17 - Why your onboarding might be failing

00:04:20 - Blending instinct with analytics

00:05:03 - Fast-tracking feature activation

00:06:28 - Guiding customers through integration

00:07:44 - Building a scalable success framework

00:10:29 - Modular onboarding, powered by data

00:13:01 - Adapting teams through product 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 Laure Maisonrouge:

Laure's LinkedIn: https://www.linkedin.com/in/lmaisonrouge/

Mentioned in this episode:

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Episode 216: Chirag Nijjer has been studying the evolution of marketing.

⏱️ Timestamps:

00:00:00 - Intro

00:01:50 - From Google to global brand speaker

00:02:37 - Rethinking customer journeys with AI

00:04:23 - The brand curiosity theory in action

00:05:42 - Why AI isn't always the smartest fix

00:07:07 - When deleting your homepage works

00:08:01 - Start with the end goal, not the tech

00:09:56 - Breaking paralysis with baby steps

00:10:17 - Startup lessons and chasing impact

00:11:36 - Youngest Platinum CSM at Google

📺 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 Chirag Nijjer:

Chirag's LinkedIn: https://www.linkedin.com/in/chiragspeaks/

Any experiences or opinions shared on this recording are solely those of the speakers and do not reflect that of any affiliate organization or employer.

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!

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Episode 215: Carly Agar shares advice for the #1 question she's been getting lately.

⏱️ Timestamps:

00:00:00 - Intro

00:02:31 - Promotions, layoffs & CS overthinking

00:03:27 - Turning weekly challenges into playbooks

00:04:50 - SDR vs. CSM: Easier to innovate?

00:05:56 - Career hygiene in uncertain times

00:08:40 - Don’t fear your resume or networking

00:09:21 - The messy truth behind promotions

00:12:53 - Play the long game

📺 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 Carly Agar:

Carly's LinkedIn: https://www.linkedin.com/in/carly-agar/

Mentioned in this episode:

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Episode 214: Hannah Brotherton can tell immediately whether you invest in your customer success team.

⏱️ Timestamps:

00:00:00 - Wu-Tang Financial

00:01:46 - Why early ops matter for CS growth

00:02:17 - Scaling struggles without operations

00:03:52 - Operations as a success environment

00:05:03 - Rise of the data horse

00:07:20 - CSOps remains in the shadows

00:08:04 - Should leaders wear all the hats?

00:10:17 - When CS gets too technical

00:12:23 - Bye bye

📺 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 Hannah Brotherton:

Hannah's LinkedIn: https://www.linkedin.com/in/hbrotherton/

Mentioned in this episode:

Shop the Lifetime Value Store!

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Matik

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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!