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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

14:56

En garde! | Ep. 136

The Daily Standup ·

2024/11/08

Episode 136: What's the changing of one little letter mean, anyways?⏱️ Timestamps:00:00:00 - Intro00:01:21 - Customer success vs. customer experience 00:02:33 - Do titles even matter at all? 00:03:32 - CX vs. CS: Is it just marketing hype? 00:04:46 - The blurred lines between CX and CS 00:06:30 - Responsibilities matter more than titles 00:07:53 - Why titles could harm industry clarity 00:08:14 - Explaining what you do at Thanksgiving 00:10:31 - Gamification and customer experience 00:11:15

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15:29

Do it for you | Diana DeJesus

The Daily Standup ·

2024/11/07

Episode 135: Recently, Diana De Jesus stopped caring what you think.⏱️ Timestamps:00:00:00 - Intro00:01:00 - Meet Diana De Jesus, new GM at Stand the F Out 00:01:40 - Transitions in customer success roles 00:03:23 - Balancing priorities during transitions 00:05:35 - Embracing imperfection in role changes 00:06:15 - The CS mindset sneaking into real life 00:06:25 - Rob's take: mount stupid and the confidence curve 00:08:21 - Timeboxing and staying productive 00:10:25 - The epiphany: living for

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13:19

Peering in | James Lawson

The Daily Standup ·

2024/11/06

Episode 134: James Lawson tells us what outsiders see when looking in.⏱️ Timestamps:00:00:00 - Intro00:01:01 - James Lawson: A lifetime in customer success 00:02:05 - The CS bubble and its confusion 00:03:54 - Should customer success be easier to grasp? 00:04:52 - Online behavior and the CS reality bubble 00:06:57 - Revenue and the CS role: It’s inseparable 00:07:48 - What customers really want beyond the product 00:09:10 - CS legitimacy parallels with marketing history 00:10:46 - Final

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13:36

The dream team | Kathryn Vaughn

The Daily Standup ·

2024/11/05

Episode 133: Kathryn Vaughn learned how to build her team from the best.⏱️ Timestamps:00:00:00 - Intro00:01:20 - The 1992 Dream Team inspiration 00:04:28 - Building a CS dream team from scratch 00:05:23 - Do successful CS teams need to specialize? 00:05:41 - Generalists vs specialists: Rob's hiring strategy 00:07:49 - Trust and teamwork in customer success 00:10:25 - Debating the greatest basketball player ever 00:11:18 - Final thoughts and a future sports challenge📺 Lifetime Value: Your

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11:53

K.I.S.S. | Marc Ray

The Daily Standup ·

2024/11/04

Episode 132: Marc Ray thinks we're losing the plot.⏱️ Timestamps:00:00:00 - Intro00:01:08 - Marc's background in customer success 00:01:39 - Over-complicating customer success strategies 00:02:42 - Aligning teams and simplifying processes 00:03:08 - Leadership’s role in adding complexity 00:04:52 - Avoiding distractions in customer success 00:06:32 - Rob's frameworks for clarity and focus 00:06:50 - Focus on churn: The ultimate priority 00:08:35 - Dillon's D&D analogy: Losing sight of

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15:55

Playing dress-up | Ep. 131

The Daily Standup ·

2024/11/01

Episode 131: Are you the quarterback, the conductor, or the general contractor?⏱️ Timestamps:00:00:00 - Little Robbie the conductor 00:01:13 - What does a CSM really do? 00:03:34 - The CS role as a quarterback 00:05:07 - Rob’s “five personas” of CS 00:07:39 - Aligning CS expectations from the start 00:08:17 - The hiring dilemma in CS roles 00:11:19 - Time audits: tracking what really matters 00:12:32 - How roles evolve with company growth 00:12:59 - Can you be honest in CS feedback?📺

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11:16

Your worst nightmare | Ep. 130

The Daily Standup ·

2024/10/31

Episode 130: Dillon and Rob debate a CSM's worst nightmare.⏱️ Timestamps:00:00:00 - Intro00:01:59 - Dillon attempts to describe DJ Bobby Z's look 00:03:14 - What's Dillon wearing? DJ Bobby Z guesses wrong 00:03:44 - Asking the big question: Customer success nightmares 00:04:07 - Dillon's nightmare: No customer data 00:05:18 - Playbooks vs data: DJ Bobby Z's hot take 00:06:48 - The spooky Churn monsters in customer success 00:08:04 - Addressing the accent switch: Surprises in churn📺 Lifetime

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13:51

Where does it hurt? | Nir Kalish

The Daily Standup ·

2024/10/30

Episode 129: Nir Kalish knows exactly where to begin in order to prove your value.⏱️ Timestamps:00:00:00 - Navigating technical and personal pain 00:00:34 - Welcome to The Daily Standup 00:01:02 - Nir’s 12-year journey in customer success 00:01:40 - Business value in every interaction 00:02:09 - Moving beyond technical value 00:03:40 - Discovery dilemmas and stakeholder mapping 00:05:51 - The power of collaborative ROI calculators 00:07:56 - Breaking down the different types of pain 00:09:52

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13:15

Human necessity | Daniel Zarick

The Daily Standup ·

2024/10/29

Episode 128: Arrows CEO Daniel Zarick is working to solve a universal issue.⏱️ Timestamps:00:00:00 - Intro00:01:50 - Formula One-inspired company name 00:02:31 - Sales-to-onboarding handoff challenges 00:04:29 - Siloed vs collaborative onboarding approaches 00:05:33 - The human side of tech tools 00:06:26 - Accountability in implementing new processes 00:07:47 - Customer success influencing sales 00:09:22 - Aligning customer expectations📺 Lifetime Value: Your Destination for GTM

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30:02

FROM THE HOTLINE: Stand on business with your customers

The Daily Standup ·

2024/10/29

How do you serve the "perfect" customer? The one who seems to do it all right.Kristi and Stino unpack that question, and explore what it really means to be a partner to your customers.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:59 - What is "perfect" anyways?00:03:53 - Handling requests from top customers00:04:50 - Leaning into strategic partnerships00:07:23 - Business discussions vs. personal chat00:10:06 - Asking tough

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13:38

Sharing space | Somer Jefferiss

The Daily Standup ·

2024/10/28

Episode 127: Somer Jefferiss has a...perhaps unpopular...take.⏱️ Timestamps:00:00:00 - Intro00:01:26 - Face-to-face relationships matter 00:02:08 - The value of in-person meetings 00:02:56 - Tackling barriers with onsite customer visits 00:04:03 - JP’s take on remote work in customer success 00:06:22 - Introverts, extroverts, and customer interactions 00:07:00 - Unspoken customer insights: Why onsite matters 00:07:59 - Rob’s love for networking and the in-person paradox 00:10:05 - Final

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15:33

The Four Ps | Ep. 126

The Daily Standup ·

2024/10/25

Episode 126: How do you keep a team engaged during internal meetings?⏱️ Timestamps:00:00:00 - Intro00:01:07 - So we meet again, Reddit00:02:58 - Rob's framework reveal with 4 Ps00:04:18 - Reducing meeting fatigue with purpose00:06:21 - Team alignment and personal benefit00:07:08 - Normalizing meeting opt-outs00:07:39 - JP on being engaged and tuned in00:10:18 - Top Reddit advice on meeting buy-in00:12:16 - Workplace culture and safe environments00:13:03 - A teaser for Rob's next framework📺 Lifetime

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13:05

Net:work | Maryann Lazzeri

The Daily Standup ·

2024/10/24

Episode 125: Maryann Lazzeri has a secret weapon that she wants to tell you about.⏱️ Timestamps:00:00:00 - Intro00:01:55 - The power of networking in customer success 00:02:12 - Ranking relationships: internal vs. external 00:02:52 - Dillon’s journey to network through podcasting 00:03:41 - JP’s networking epiphany and strategy 00:05:31 - Building communities, not just contacts 00:06:35 - Sharing value even when you feel inadequate 00:07:35 - Rob’s passion for people and storytelling📺

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16:21

Upholding tradition | Dr. Mike Lee

The Daily Standup ·

2024/10/23

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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14:51

The art of language | Richard Blank

The Daily Standup ·

2024/10/22

Episode 123: 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

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14:20

Specific and rigid | Stephen Wise

The Daily Standup ·

2024/10/21

Episode 122: Stephen Wise knows you know how to CSM. Now, let's start systematizing.⏱️ Timestamps:00:00:00 - Intro00:01:49 - Rethinking product onboarding success 00:03:32 - Defining success: customer vs. product team 00:05:05 - Scaling customer success for Series B growth 00:06:40 - The importance of repeatable onboarding 00:08:01 - Onboarding mistakes: a costly gamble? 00:08:24 - The evolution of a senior CSM 00:09:43 - Fractional CS leadership for startups📺 Lifetime Value: Your

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12:21

Craft your story | Ep. 121

The Daily Standup ·

2024/10/18

Episode 121: When looking for a new gig, your story says everything.⏱️ Timestamps:00:00:00 - Intro00:00:37 - JP ditches for Miami 00:02:00 - A Reddit dilemma: crafting a CS career story 00:02:42 - Lack of commercial experience: The real issue? 00:03:07 - Telling your story: Filling gaps without direct experience 00:05:42 - Job market challenges: Is this the right time to shift? 00:07:09 - Going from manager back to IC: Acceptable or a red flag? 00:08:46 - Finding companies willing to take

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13:12

Think globally | Viviana Bertinetto

The Daily Standup ·

2024/10/17

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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15:02

Workplace whack-a-mole | Russell Bourne

The Daily Standup ·

2024/10/16

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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12:32

X marks the value | Autumn Shepard

The Daily Standup ·

2024/10/15

Episode 118: Autumn Shepard brings some Six Sigma HEAT to the Standup.⏱️ Timestamps:00:00:00 - Efficiency vs PlayStation: a balancing act 00:00:33 - Welcome to the Daily Standup 00:01:15 - Meet Autumn: customer success veteran 00:01:53 - The power of value mapping in startups 00:02:45 - Steps to value mapping success 00:03:58 - Clarifying time to onboard vs time to value 00:05:00 - Rob’s five-step process for value mapping 00:06:24 - JP’s take on Six Sigma and efficiency 00:08:50 - Applying

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