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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

12:02

Adaptive Communication | Corey "CJ" Joyner | Ep. 78

The Daily Standup ·

2024/08/19

Technical support specialist Corey "CJ" Joyner talks to people all day long. What's the #1 thing he's learned?⏱️ Timestamps:00:00:00 - Banana cognac00:00:23 - Corey Joyner joins The Daily Standup00:01:28 - The art of communication in client interactions00:02:35 - Curiosity and attitude in networking00:03:52 - Does a direct ask for help ever work?00:04:44 - Rob on blending rapport with project management00:06:08 - JP on keeping communication on track00:08:27 - Onboarding as persuasion00:09:31 -

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12:18

Gainsight + Staircaise AI - Our thoughts | Ep. 77

The Daily Standup ·

2024/08/16

Customer success platform leader Gainsight acquires artificial intelligence startup Staircase AI.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 - Warming up00:00:51 - Gainsight’s acquisition of Staircase AI00:02:37 - AI’s promise: Too good to be true?00:04:35 - The need to see

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13:54

Shove it, imposter syndrome | Kinsey Wheelis

The Daily Standup ·

2024/08/15

By all accounts, Kinsey Wheelis knows what she's doing. Still, imposter syndrome rears its ugly head. Here are her tips for putting it in its place.Subscribe to the newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Shove it, imposter syndrome!00:01:02 - Kinsey Wheelis joins The Daily Standup00:01:25 - Facing imposter syndrome in CS00:05:24 - Overcoming discomfort for growth00:07:28 - Balancing humility and confidence00:08:59 - Rob’s personal journey with imposter

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13:47

A B2C-to-B2B evolution | Georgia O'Farrell

The Daily Standup ·

2024/08/14

Georgia O'Farrell's company is changing from a consumer app to an enterprise offering. What are the pros and cons?⏱️ Timestamps:00:00:00 - A B2C-to-B2B evolution00:01:31 - Georgia joins The Daily Standup00:02:41 - Communication at scale00:04:01 - Benefits and challenges of a B2C foundation00:06:09 - Managing thousands of individual accounts00:07:11 - Thoughts on scaled customer success00:08:54 - Customizing communication strategies00:10:36 - Learning from consumer onboarding flows00:12:42 - Closing

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16:33

#FREECLIPPY | Emma Lo | Ep. 74

The Daily Standup ·

2024/08/13

What do early days Microsoft and tuna sandwiches have in common? Nobody knows! But this was a fun one with Emma Lo.Sign up for the newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - What's old is new again00:00:23 - Emma Lo joins The Daily Standup00:01:52 - The rise of digital customer success00:02:50 - Shifting focus to enterprise and digital CS00:03:53 - Understanding digital CS strategies00:05:42 - The Clippy analogy for digital customer success00:08:58 - Implementing

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11:09

Started from the bottom | Dane Zdunowski | The Daily...

The Daily Standup ·

2024/08/12

Dane Zdunowski is on the ground floor of a department's inception. This episode of The Daily Standup is all about that experience.⏱️ Timestamps:00:00:00 - Started from the bottom with Dane Zdunowski00:01:21 - The new principal client success team00:03:41 - Reasons for creating the principal team00:04:44 - Managing high-value accounts00:04:59 - Comparing SMB and higher education CSM roles00:08:01 - The importance of relationship building00:09:51 - The evolution of CSM roles00:10:31 - Like, comment,

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12:42

Mastering multithreading | Elizabeth Italiano | The...

The Daily Standup ·

2024/08/09

Elizabeth Italiano knows if you ain't multithreaded, it's only a matter of time before you're not threaded at all.⏱️ Timestamps:00:00:00 - Mastering multithreading with Elizabeth Italiano00:00:10 - Welcome to The Daily Standup!00:00:44 - Introducing Elizabeth Italiano00:01:33 - What not to do in CS00:02:10 - Relationship and stakeholder mapping00:03:10 - JP on the importance of stakeholder mapping00:05:41 - Building relationships within organizations00:06:47 - Elizabeth’s approach to stakeholder

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13:57

In a world without Customer Success | Dave Jackson |...

The Daily Standup ·

2024/08/08

Dave Jackson isn't afraid to shake things up. In this episode of The Daily Standup, he envisions a world without customer success.Send The Daily Standup a message via email or voicemail: https://www.lifetimevalue.show/contact/Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - In a world without customer success00:00:34 - Welcoming Dave Jackson to The Daily Standup00:01:55 - Defining customer success00:02:22 - Misalignment in CS

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15:31

Stand out in your job search | Sara Roberts | The...

The Daily Standup ·

2024/08/07

Sara Roberts is the founder of Bayview Talent, a recruitment firm focused on early-stage SaaS companies hiring for customer success roles. That means you should listen up when she gives advice on how to stand out in your job search.Sign up for Lifetime Value's industry newsletter! Real news, decent humor, and NO personal opinions:https://lifetimevalue.link/subscribeTell us your thoughts!Send The Daily Standup a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️

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14:20

It's all about perspective | Carolyn Glassberg | The...

The Daily Standup ·

2024/08/06

Carolyn Glassberg had a shakeup at her job that has her considering perspective a lot more.Send The Daily Standup a message via email or voicemail: https://www.lifetimevalue.show/contact/Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - It's all about perspective00:00:55 - Welcoming Carolyn Glassberg to The Daily Standup00:01:58 - Changing CS roles00:02:42 - Different CS mandates00:04:17 - Compensation differences00:06:48 - Diverse team

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12:19

A customer's experience vs. value | Jai Thirani | The...

The Daily Standup ·

2024/08/05

Jai Thirani, founder of Sero, wants us all to zoom out on how we measure the onboarding experience.Sign up for Lifetime Value's industry newsletter! Real news, decent humor, and NO personal opinions:https://lifetimevalue.link/subscribeTell us your thoughts!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - A customer's experience vs. value00:01:00 - Introducing Jai, founder of Sero00:01:05 - Jai’s perspective on customer

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11:35

A day in the life of a customer success consultant |...

The Daily Standup ·

2024/08/02

It's just Rob and Dillon this time around. And Dillon wants to know: what does Rob like most about his job?Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions:https://lifetimevalue.link/subscribeTell us your thoughts!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - A day in the life of a customer success consultant00:00:39 - Favorite thing about being a consultant00:01:52 - Catalyst for

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13:29

How to leverage advocacy | Priscila Fletcher | TDSU...

The Daily Standup ·

2024/08/01

Priscila Fletcher wants to know: are you giving your customer advocacy program the respect it deserves?Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - How to leverage advocacy00:00:31 - Introducing Priscila Fletcher00:00:55 - Customer advocacy on the mind00:01:56 - Building an advocacy program00:03:54 - Importance of timely success stories00:04:09 - The sneaky brilliance of advocacy goals00:05:10 - The three big domains of CS00:06:19 -

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13:27

Only fools rush through onboarding | Amber Monroe |...

The Daily Standup ·

2024/07/31

Amber Monroe has a riddle for you:If onboarding is the key to retention, and CSMs are the ones responsible for onboarding customers, then who is making sure our CSMs get onboarded properly from the get go?Subscribe to our newsletter!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Only fools rush through onboarding00:01:10 - Amber’s Monroe00:01:24 - Onboarding CSMs the wrong way00:02:18 - Challenges in small, growing organizations00:05:55 - JP’s recent onboarding experience00:07:08 -

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15:30

Side piece to main squeeze | Kaleb Jessee | TDSU Ep. 64

The Daily Standup ·

2024/07/30

Kaleb Jessee thinks there's a significant shift in power dynamics happening...Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - Side piece to main squeeze00:01:10 - Krafted Revenue00:01:50 - The importance of customer success00:03:30 - Couple of masters00:04:40 - Sales and CS collaboration challenges00:06:20 - The role of sales culture and ethics00:08:20 - The importance of documenting protocols00:10:00 - Sales volatility and leadership’s

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07:18

Ripples on a pond | Kritika Kishor | TDSU Ep. 63

The Daily Standup ·

2024/07/29

Sometimes, we're at the mercy of the world at large. Even so, Kritika Kishor has thoughts on how to take back control.⏱️ Timestamps:00:00:00 - Ripples o a pond00:00:44 - Welcome, Kritika!00:02:13 - Macroeconomic impacts on CSMs00:02:41 - Challenges faced by CSMs00:03:00 - Breaking silos for better CS00:04:00 - Importance of functional enablement00:04:50 - Collaboration and support00:05:11 - ROI calculators00:06:33 - Like, comment, and subscribe!📺 Lifetime Value: Your Destination for Customer

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13:48

We're getting engaged!! | TDSU Ep. 62

The Daily Standup ·

2024/07/26

Ok, not really. But did it get your attention? Did it make you click?Sign up for Lifetime Value's (not so serious) industry newsletter! Real news, decent humor, and NO personal opinions:https://lifetimevalue.link/subscribeTell us your thoughts!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - We're getting engaged!!00:00:46 - Social media evolution00:02:57 - Defining spammy content00:04:28 - Manipulating algorithms00:07:20 - The impact

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13:42

Hoodwinked | Jon Johnson | TDSU Ep. 61

The Daily Standup ·

2024/07/25

Jon Johnson's got a bit of whiplash over what the talking heads say we ought to be doing all day.Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ 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

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12:27

Share the wealth | Parul Bhandari | TDSU Ep. 60

The Daily Standup ·

2024/07/24

Parul Bhandari sees a discrepancy in the way we treat our departments.Subscribe to our (not so serious) industry newsletter!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Share the wealth!00:01:04 - Parul’s new ventures00:02:01 - Insights from that big conference00:02:42 - Importance of CS incentives00:03:54 - Debating the relevance of CS00:06:06 - Training and resources for CS teams00:08:10 - CS origins in the subscription economy00:09:47 - Adapting to change in CS00:11:15 - Sales

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11:08

Get your mind right | Sumitra Narayanan | TDSU Ep. 59

The Daily Standup ·

2024/07/23

Burnout much? Sumitra Narayanan brings her suggestion for combating it to the show.⏱️ Timestamps:00:00:00 - Get your mind right with Sumitra Narayanan00:00:59 - Meet Sumitra00:01:47 - Connecting meditation with CS00:02:44 - Benefits of meditation00:05:44 - JP’s experience with meditation00:07:01 - Finding meditation through necessity00:10:24 - Like, comment, and subscribe!📺 Lifetime Value: Your Destination for Customer Success contentSubscribe: https://lifetimevalue.link/youtubesubWebsite:

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