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PODCAST

The Daily Standup

Lifetime Value Media

Do you want to know what other customer success and post-sale professionals are thinking about, struggling with, or succeeding with? The Daily Standup is the flagship podcast on the Lifetime Value Media network, cohosted by Dillon Young, Jean-Pierre "JP" Frost, and Rob Zambito. We"re publishing daily and sharing the most diverse and unfiltered array of guests. Tune in to hear industry titans and newbies alike chopping it up, sharing their hot takes, workshopping their current challenges, or just

business careers

All Episodes

21:36

FROM THE HOTLINE: Are you leadership material?

The Daily Standup ·

2024/12/24

Getting promoted into leadership is still the ultimate goal for most. Kristi and Stino challenge the notion and, if you're still interested, tell you what to look out for.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00 - A blonde debut01:57 - Climbing the CS ladder02:30 - Finding your “why” in leadership04:00 - Managing expectations upfront06:16 - Organizational philosophy on CS08:01 - Asking for support as a leader09:14 - Realistic targets and

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14:34

The Regifting Extravaganza #23: Ornella Jacobs...

The Daily Standup ·

2024/12/23

The WONDERFUL Ornella Jacobs joins the boys from across the pond to urge the community to SIMPLIFY customer success.Ornella Jacobs asks the community to quit it with the acronyms, the jargon, and the over-complication - let's get back to basics! Bonus: she shares the perfect method for making margaritas.Timestamps:00:00:00 - Introducing the Daily Standup00:01:36 - Simplifying Customer Success00:03:03 - Simplifying Processes for Better Scalability00:04:24 - Making Customer Success Accessible00:05:37

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16:46

The Regifting Extravaganza #22: Russell Bourne...

The Daily Standup ·

2024/12/22

Episode 119: Russell Bourne has one deceptively easy suggestion for becoming less reactive.⏱️ Timestamps:00:00:00 - Intro00:01:28 - The importance of setting clear goals 00:02:15 - Avoiding workplace whack-a-mole 00:04:13 - Investor impact on business goals 00:06:22 - Consulting insights: early-stage companies 00:06:41 - The pyramid principle for goal alignment 00:08:59 - JP’s experience with team alignment 00:12:03 - Practical tip: start with why goals matter 00:12:33 - Wrapping up with a

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15:47

The Regifting Extravaganza #21: Jess Cohen...

The Daily Standup ·

2024/12/21

How did we make it this far into TDSU without an episode about the quarterly business review?No matter. Jess Cohen of UpdateAI rights our wrongs, and tells us why the QBR is destined for the trash can.⏱️ Timestamps:00:00:01 - Dismantling the QBR00:01:08 - Jess Cohen, Head of CS at UpdateAI00:02:00 - Jess's novel idea00:03:32 - Engaging versus rote QBRs00:04:38 - Replacing blank screens with AI00:06:09 - Using data as discussion starters00:08:02 - Proactive versus reactive QBRs00:11:01 - Value

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13:19

The Regifting Extravaganza #20: Mary Migiano...

The Daily Standup ·

2024/12/20

The effervescent Mary Migiano brings a PROBLEM to the pod: your customer just won't respond. What's your go-to method for fighting through the noise and grabbing their attention?Timestamps:00:00:00 - Analogies abound!00:01:31 - Challenges with Unresponsive Customers00:02:49 - Finding effective communication methods00:03:51 - Understanding Customer Non-Responsiveness00:04:56 - Assuming the best in intention00:06:06 - Adding Value as a Business Partner00:07:21 - Improving Email Responses00:08:40 -

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16:38

The Regifting Extravaganza #19: Bob London...

The Daily Standup ·

2024/12/19

Bob London wants everyone to shut up, but for a reason other than you may think.⏱️ Timestamps:00:00:00 - Intro00:02:21 - The lost art of listening00:05:59 - Customer success: Listening vs. forcing value00:06:54 - Curiosity: The key to better customer conversations00:08:21 - Pausing to let the customer share00:09:53 - The power of intentional silence00:12:09 - Tactical advice: Using the mute button to listen better00:12:55 - Keep listening, keep learning📺 Lifetime Value: Your Destination for

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13:27

The Regifting Extravaganza #18: Diane Gordon...

The Daily Standup ·

2024/12/18

Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high.⏱️ Timestamps:00:00:00 - Intro00:00:54 - A customer experience nerd 00:01:31 - Struggling with retention forecasting 00:02:50 - Trust no health score 00:03:10 - Health scores: More of a guessing game? 00:04:36 - Keep sentiment and health scores separate 00:05:56 - Can AI solve the accuracy gap? 00:06:23 - The risk of equating happiness with renewal 00:09:00 - Blind spots in customer

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17:39

The Regifting Extravaganza #17: Anika Zubair...

The Daily Standup ·

2024/12/17

Anika Zubair is just gonna say it: we in CS ought to be acting a lot more like salespeople. And in so doing, should get a lot of the same resources, too.⏱️ Timestamps:00:00:00 - Intro00:01:25 - Anika’s journey: 13 years in post-sales success 00:02:46 - Money matters in customer success 00:03:48 - A shift in mindset: revenue and CS 00:05:31 - Rob’s startup story: revenue from CS 00:08:05 - Manufacturing epiphanies: coaching for success 00:09:25 - Investing in CS coaching vs. sales training

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40:42

From WFU: Dealing with Difficult Conversations

The Daily Standup ·

2024/12/17

Do you find difficult conversations...too difficult? Like, you just avoid them entirely until shit blows up in your face?...no?Well, then you haven't quite fucked up like we have.In this episode, we welcome a very special guest to talk about her journey with hard convos:00:00:00 - Intro04:00 - Preparing for challenges in new places04:46 - A funny identity mix-up06:43 - Misjudging customer assumptions07:32 - The cost of avoiding hard conversations12:25 - Learning to manage compassionately19:02 -

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16:31

The Regifting Extravaganza #16: Richard Blank...

The Daily Standup ·

2024/12/16

Amidst an AI surge, Richard Blank believes in language more than ever.⏱️ Timestamps:00:00:00 - Intro00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art

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15:08

The Regifting Extravaganza #15: Christine Raby...

The Daily Standup ·

2024/12/15

Christine Raby jumps on to chat the modern hiring process. What's different about it today compared to a couple years ago? And how can companies and hiring managers switch it up to accommodate the massive supply while maintaining humanity with their candidates?Timestamps:00:00:00 - Authenticity in Finding the Right Fit00:01:38 - Effective Hiring in Today's Environment00:03:03 - Effective Hiring Manager Strategies00:04:20 - Hiring for Culture Additions00:05:34 - Removing Unconscious Company

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17:23

The Regifting Extravaganza #14: Mohammed Alqaq...

The Daily Standup ·

2024/12/14

Mohammed Alqaq is the founder of Customer Success Middle East and eternal optimist. Amidst talk of AI taking over, Mo calls out the opportunities it may portend for the profession.⏱️ Timestamps:00:00:00 - What's next?00:00:17 - Welcome to the Daily Standup00:00:44 - Introducing Mohammed Alqaq00:02:36 - What’s next in customer success?00:03:14 - Leveraging AI and machine learning00:03:52 - Holistic overview of customers00:05:09 - Preparing data for AI00:06:08 - Importance of clean data00:07:27 -

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15:56

The Regifting Extravaganza #13: Matt Bennett...

The Daily Standup ·

2024/12/13

Matt Bennett of Ritten.io spends much of his day thinking about mental health. He comes onto the show to pose some questions about how to optimize it while working in customer success.Timestamps:00:00:00 - Managing the noise and easing the mental load00:01:40 - Challenges of customer success in a growing company00:03:00 - Scaling the organization00:04:17 - Communication challenges in remote work00:05:41 - Managing urgency versus value00:07:22 - Auditing your signals and staying focused00:08:54 -

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17:12

The Regifting Extravaganza #12: Ryan Deal (previously...

The Daily Standup ·

2024/12/12

Episode 117: Ryan Deal has some tips on how best to present yourself, both professionally and personally. ⏱️ Timestamps: 00:00:00 - Welcoming the lifers 00:01:01 - Meet Ryan, from salesperson to CS leader 00:02:47 - How personal branding defines your career 00:03:29 - The power of intentional self-representation 00:04:50 - Confidence closes: Owning your brand in CS 00:06:08 - Authenticity and filtering opportunities 00:08:37 - Building your personal brand as a professional 00:10:07 - A

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16:27

The Regifting Extravaganza #11: Ed Powers (previously...

The Daily Standup ·

2024/12/11

BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business.⏱️ Timestamps:00:00:00 - The science00:01:37 - The customer success statement that triggered Ed00:03:02 - “Customers churn because of value” debate begins00:05:10 - Value and cost as intertwined factors00:06:30 - Value is relative, not absolute00:07:28 - How we evaluate vendors and decisions00:08:38 - The six factors that drive perceived value00:09:25 - What CSMs should understand about cost and value00:10:09 - Real-world

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14:57

The Regifting Extravaganza #10: Betsy Gilfillan...

The Daily Standup ·

2024/12/10

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 JP01:32 - Understanding Customer Obsession06:34 - Measuring Impact and Consistent Outcomes07:41 - Building Relationships and Personalization09:04 - Sky Netting Their Asses: Gathering Customer Information10:09 - Curiosity and Focusing on the

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15:50

The Regifting Extravaganza #9: Jon Johnson...

The Daily Standup ·

2024/12/09

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 - Hoodwinked00:01:43 - A size inconsistency00:02:09 - Whiplash00:03:06 - CS and revenue responsibilities00:04:14 - Justifying CS roles00:05:10 - CS as revenue protectors00:07:17 - Impact over chuckles in CS00:08:22 - CS role specialization00:11:10 - Sales vs. CS goals00:12:14 - Companies making wrong decisions00:12:32 - Like, comment, and subscribe!📺 Lifetime Value: Your

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14:47

The Regifting Extravaganza #8: Viviana Bertinetto...

The Daily Standup ·

2024/12/08

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

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16:50

The Regifting Extravaganza #7: Compensation conundrum...

The Daily Standup ·

2024/12/07

Episode 146: The guys debate the proper customer success compensation structure.⏱️ Timestamps:00:00:00 - Intro00:01:04 - 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

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17:58

The Regifting Extravaganza #6: Dr. Mike Lee...

The Daily Standup ·

2024/12/06

Episode 124: Dr. Mike Lee is a CS traditionalist, and he has thoughts about the state of the industry.⏱️ Timestamps:00:00:00 - Intro00:02:00 - 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📺

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