Episode 224: Everything wants your attention. Onboard.io cofounder Will Stevenson encourages you to maintain your focus.

⏱️ Timestamps:

00:00:00 - Intro

00:02:19 - The power of focus in a noisy world

00:03:15 - Dodging trends and staying on course

00:04:43 - AI hype vs. real product value

00:05:30 - Finding your purpose on LinkedIn

00:08:05 - Let CSMs do what matters most

00:10:55 - Posting, ghosting, and the reality of LinkedIn

📺 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 Will Stevenson:

Will's LinkedIn: https://www.linkedin.com/in/stevensonwilliaml/

Mentioned in this episode:

Subscribe to the Segment!

The Segment

Shop the Lifetime Value Store!

LTV Shop

Episode 223: Archana Somasegar believes in a future where CS is fundamentally human.

⏱️ Timestamps:

00:00:00 - Intro

00:01:55 - The AI debate in customer success

00:02:48 - Demystifying how MindMe works

00:04:22 - The inspiration behind the mission

00:06:28 - Seamless integration and user experience

00:07:26 - Market trends and AI engagement boom

00:09:40 - Clarifying AI’s role in CS outcomes

00:11:37 - Empowering humans, not replacing them

📺 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 Archana Somasegar:

Archana's LinkedIn: https://www.linkedin.com/in/archana-somasegar-83abb4ab/

Mentioned in this episode:

Subscribe to the Segment!

The Segment

Shop the Lifetime Value Store!

LTV Shop

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/

Mentioned in this episode:

Shop the Lifetime Value Store!

LTV Shop

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!

Subscribe to the Segment!

The Segment

Shop the Lifetime Value Store!

LTV Shop

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:

Subscribe to the Segment!

The Segment

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:

Subscribe to the Segment!

The Segment

Shop the Lifetime Value Store!

LTV Shop

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:

Shop the Lifetime Value Store!

LTV Shop

Subscribe to the Segment!

The Segment

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

Mentioned in this episode:

Subscribe to The Segment!

The tech news you need.

Segment

Advertise your brand with Lifetime Value Media

Advertise with LTV

Come Shop the LTV Store!

LTV Shop

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:

Shop the Lifetime Value Store!

LTV Shop

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!

Shop the Lifetime Value Store!

LTV Shop