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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

29:22

FROM THE HOTLINE: How to take back control

The Daily Standup ·

2024/10/15

Kristi and Stino answer one listener's question on how a customer success manager can take back control and manage internal conversations around customers at risk.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:19 - Did we answer Peggy's question?00:02:47 - Today’s question: managing customer risk as an IC00:04:47 - Setting expectations with leadership based on data00:06:53 - Avoiding emotional reactions and staying

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15:01

Brand yo self | Ryan Deal | Ep. 117

The Daily Standup ·

2024/10/14

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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15:00

Notes from an on-site: Found money

The Daily Standup ·

2024/10/11

Episode 116: We need to get more creative with how we think about costs and returns.Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Rethinking professional services in SaaS00:01:30 - Professional services vs. service professionals00:03:27 - Creative financing for professional services00:05:38 - The value of professional services for retention00:07:30 - Challenging old mindsets on service revenue00:08:50 - Understanding complex product

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14:30

Notes from an on-site: The death of 40 hours

The Daily Standup ·

2024/10/10

Episode 115: Does the rise of artificial intelligence signal the final death knell for the 40 hour workweek?Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - The end of the 40-hour workweek00:01:32 - Wrapping up the CS Festival in Boston00:03:06 - AI’s integration into customer success00:04:30 - Understanding AI vs. automation00:05:43 - Leveraging AI for project efficiency00:07:30 - Work smarter, not harder: the new standard00:08:36 - The

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15:56

Notes from an on-site: Let the game come to you

The Daily Standup ·

2024/10/09

Episode 114: Dillon talked on an empathy panel - can you believe it?Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - The misconception of hiring for empathy00:00:32 - Welcome to the daily standup with Lifetime Value00:01:35 - Spaghetti threads of customer success00:02:25 - The empathy debate in customer success00:03:40 - Turning empathy into actionable tactics00:04:50 - The real value of curiosity over empathy00:06:35 - Overcoming burnout and

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16:10

Notes from an on-site: Never say die!

The Daily Standup ·

2024/10/08

Episode 113: Gumption, do CSMs have it?Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - The value of a “never say die” attitude00:01:35 - Be annoying: hounding execs for results00:04:00 - Is putting a meeting on the calendar too bold?00:05:03 - Taking ownership vs. being too empathetic00:06:36 - The fine line between persistence and pushiness00:07:43 - Micromanagement: driving specific behaviors00:10:00 - Embracing micromanagement as a growth

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15:24

Notes from an on-site: Leveraging executive sponsorships

The Daily Standup ·

2024/10/07

Episode 112: Recapping their time at CS Festival Boston, the guys talk executive sponsorships.Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Together at last00:02:37 - The power of executive sponsorship00:04:00 - Challenges in reaching top executives00:04:53 - Shocking stats on attrition and retention00:07:02 - JP’s insights on scaling engagement00:09:50 - Alternative strategies for executive outreach00:11:08 - Rob’s Netflix story: expanding

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15:33

The key ingredients in a CS sandwich | Ep. 111

The Daily Standup ·

2024/10/04

What's a must have versus a nice to have when it comes to hiring customer success managers?Sign up for Lifetime Value's newsletter!:https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:10 - Importance of sales experience in CS00:02:22 - What makes a great CSM candidate00:05:57 - Key traits: curiosity and handling tough talks00:09:04 - The value of ownership in customer success00:10:16 - Navigating difficult conversations during interviews00:11:35 - How to ask better questions

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14:56

Are you listening? | Bob London | Ep. 110

The Daily Standup ·

2024/10/03

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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13:10

Designing better interviews | Andrew Shapiro | Ep. 109

The Daily Standup ·

2024/10/02

Andrew Shapiro wants to save you money and heartburn by designing a better interview.Sign up for Lifetime Value's newsletter, with news you can use for early stage technology professionals: https://lifetimevalue.link/subscribeTimestamps:00:00:00 - Intro00:01:14 - The problem with interview training00:02:30 - Rob’s strategy for combating hiring bias00:04:52 - Avoiding bias in the interview process00:06:20 - JP’s experience hiring in retail00:08:39 - Key mistakes in interview evaluations00:09:58 - The

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13:14

The third wave of CS | Christian Jakenfelds | Ep. 108

The Daily Standup ·

2024/10/01

Christian Jakenfelds sees a new wave of customer success, with a brand new metric to go along with it.Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - A manifesto00:01:26 - Christian’s journey into customer success00:02:11 - The third wave of customer success after NRR00:05:15 - Pushback: Prioritizing customer referrals00:06:42 - Measuring CSM impact on new customer acquisition00:07:47 - Advocacy and referrals: The key to growth00:09:54 - Driving

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11:38

One eye on the horizon | Morgan Strong | Ep. 107

The Daily Standup ·

2024/09/30

Morgan Strong is a solo CS pro responsible for it all - how does she keep her head on straight?Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - A taste for sheetrock00:02:00 - Focus on onboarding for success00:03:48 - The solo CS leader’s challenge00:05:07 - Balancing proactive and reactive work00:07:15 - Strategic Fridays: time to focus00:07:47 - PropTech buzzword and strategic tips00:08:24 - Managing capacity

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27:37

Extendo-Ep: What is the purest definition of Customer...

The Daily Standup ·

2024/09/27

The first double-length episode: what is the purest definition of the customer success role?Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions (unlike this episode):https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - The philosophy00:01:02 - Defining pure customer success00:03:17 - Is hybrid CS diluting the role?00:05:01 - When to let customers churn for their benefit00:06:38 - Efficiency and NRR in customer success00:09:23 - Role scope creep and

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13:29

How are you? | Jim Gonzales | Ep. 105

The Daily Standup ·

2024/09/26

Jim Gonzales wants you to ask yourself: how are you?Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribeTimestamps:00:00:00 - 98800:01:01 - Jim’s journey into customer success00:01:41 - Job hunting and mental health00:02:52 - A life-changing encounter on the Golden Gate Bridge00:05:39 - Finding identity outside of your job00:06:47 - JP’s personal experience with unemployment and mental health00:08:47 - Rob’s reflection on career identity and self-worth00:10:17 - Jim’s

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12:03

Just stand up | Jeff Moss | Ep. 104

The Daily Standup ·

2024/09/25

Jeff Moss needs us all to get back to basics and learn how to just stand up.Subscribe to our (not so serious) industry newsletter!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:50 - The two things we don’t understand00:02:59 - Why retention is overrated00:04:06 - Expanding customers during onboarding00:05:01 - Customer success is a journey, not a destination00:06:38 - Why playbooks determine outcomes00:07:47 - Pressure for expansion within the quarter00:08:57 - The

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13:00

Benchmark at your own risk | Sarah Betts | Ep. 103

The Daily Standup ·

2024/09/24

Sarah Betts loves data, but she hates an inappropriate benchmark a whole lot more.Sign up for the Lifetime Value newsletter here: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - One hundred00:01:12 - A passion for customer support00:01:49 - Benchmarking vs personalized data00:02:37 - Why benchmarking can mislead00:04:16 - Data insights and team collaboration00:06:31 - Trust but verify with customer data00:07:06 - Context matters: Time in app vs user engagement00:09:22 - The danger of

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12:20

Blurred lines | Joy Holmes | Ep. 102

The Daily Standup ·

2024/09/23

Joy Holmes thinks we ought not to touch revenue with a ten foot pole. Listen in to learn why.Subscribe to the Lifetime Value newsletter!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:23 - Sales and customer service role confusion00:02:26 - What is customer success really?00:03:56 - The importance of understanding the customer00:06:55 - The blurred lines of customer success and service00:08:00 - When support teams generate sales leads00:09:51 - Concerns about sales and

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13:07

Who will watch the watchmen? | Sarah Desjardins | Ep....

The Daily Standup ·

2024/09/20

Sarah Desjardins has a storied career in CS Ops, and she firmly believes no company should do without.Subscribe to our newsletter, publishing weekly!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:01:23 - Sarah’s focus on CS Ops00:02:10 - The challenge with processes in CS teams00:03:37 - Ensuring teams understand CS Ops tools00:05:39 - Rob on the evolution of CS Ops00:06:02 - The power of systematizing CS tasks00:08:51 - Do CS Ops and CSP always go together?00:09:46 - CS

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13:56

Triple digits

The Daily Standup ·

2024/09/19

The show celebrates its one hundredth episode.Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions:https://lifetimevalue.link/subscribeTell us your thoughts on the show!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - Intro00:01:14 - Celebrating triple digits00:02:43 - JP’s favorite: bologna sandwiches analogy00:04:52 - A surprise bologna t-shirt announcement00:05:19 - Rob reflects on favorite

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13:51

Practical AI applications | Diego Tjen-A-Tak | Ep. 99

The Daily Standup ·

2024/09/18

Diego Tjen-A-Tak shares how he's using AI to work smarter.Subscribe to our newsletter, publishing weekly!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Intro00:02:09 - AI’s impact on customer success roles00:03:25 - Using generative AI for success planning00:05:28 - Challenges for smaller organizations in success planning00:06:11 - Exploring AI tools and LinkedIn research insights00:08:33 - Generative AI vs. traditional AI in customer success00:09:43 - A future convo: AI agents📺

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