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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

10:19

Starving for coaching | Dane Batson | TDSU Ep. 58

The Daily Standup ·

2024/07/22

Dane Batson recognizes customer success is undergoing massive change and being assigned many new responsibilities. Many of today's CSM are not trained to handle these new needs. So let's talk coaching.⏱️ Timestamps:00:00:00 - Starving for coaching with Dane Batson00:01:09 - Dane’s journey to CS00:01:54 - Importance of coaching in CS00:03:22 - Transition from accounting to CS00:04:17 - Value of peer coaching00:05:50 - Benefits of feedback tools00:07:01 - Coaching as a consultant00:08:57 - The

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15:11

The Revenue Revolt | TDSU Ep. 57

The Daily Standup ·

2024/07/19

Revenue, revenue, revenue. Do you own a piece of it? There's a contingent of CS pros pounding the table to avoid it at all costs.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 - The revenue revolt00:01:00 - Avoiding revenue responsibility00:01:51 - Accountability

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14:51

What's next? | Mohammed Alqaq | TDSU Ep. 56

The Daily Standup ·

2024/07/18

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.Subscribe to our (not so serious) industry newsletter!https://www.lifetimevalue.link/subscribe⏱️ 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

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12:52

What are we even doing all day? | Kevin Maufer | TDSU...

The Daily Standup ·

2024/07/17

What exactly is everybody doing between contract signing and renewal?Kevin knows Steps 1 & 3. But much like the underpants gnomes, Step 2 is just a teensy bit hazy.Do you have the answer? Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/And sign up for Lifetime Value's (not so serious) industry newsletter! Real news, decent humor, and NO personal opinions (hard to believe, right?):https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - What are we

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12:55

Balling on a budget with AI | Parker Chase-Corwin |...

The Daily Standup ·

2024/07/16

Artificial intelligence - maybe you've heard of it?And if you're like Parker Chase-Corwin, you've also heard about, or been asked yourself, to utilize it for everything and with no additional budget or resources.Subscribe to our (not so serious) industry newsletter!https://www.lifetimevalue.link/subscribe⏱️ Timestamps:00:00:00 - Balling on a budget with AI00:02:10 - Frustrated with AI shaming00:02:52 - Addressing budget and resource constraints00:03:37 - Importance of cleaning up data00:04:35 - AI

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12:44

No weak handshakes | Monica Stewart | TDSU Ep. 53

The Daily Standup ·

2024/07/15

Monica Stewart, founder of MSP Consulting, thinks we're all dropping the ball. Both literally and figuratively.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 - No weak handshakes00:00:35 - The Grape-Nuts of CS podcasts00:00:45 - You microwave what?00:02:26 -

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13:31

The return of BS in CS | TDSU Ep. 52

The Daily Standup ·

2024/07/12

Customer success is a beautiful profession. But sometimes it gets a little stale. In this episode of The Daily Standup, the hosts air out their grievances with some of the hottest trends or bad habits of the CS world.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

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13:18

Dismantling the QBR | Jessica Cohen | TDSU Ep. 51

The Daily Standup ·

2024/07/11

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.Do you agree? Send us a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ 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 -

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11:30

Kumbaya | Kristi Faltorusso | TDSU Ep. 50

The Daily Standup ·

2024/07/10

Kristi Faltorusso is as successful as they come in customer success. And yet, she too still struggles to unlock the perfect CS / Sales relationship.Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - Kumbaya b-----es00:02:30 - Giving Kristi her flowers00:03:15 - Collaboration with sales challenges00:04:35 - The tension between CS and sales00:05:22 - JP’s approach to sales relationships00:07:03 - Rob’s counterintuitive solution00:09:30 -

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13:09

Product: Your most important customer | Dustin...

The Daily Standup ·

2024/07/09

Dustin Elliott thinks it's time we start treating our Product colleagues like what they are: your most important customer, by far.Agree? Disagree? Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - Product: Your most important customer00:00:32 - Welcome to The Daily Standup00:01:09 - Meet the team: JP, Rob, and Dustin00:02:30 - Empowering CS to collaborate with product00:03:01 - Treating product teams like customers00:03:59 - Building

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10:41

Breaking down barriers | Jeremy Silver | TDSU Ep. 48

The Daily Standup ·

2024/07/08

Jeremy Silver explains how, in our new reality, cross-functional collaboration is all the more important.⏱️ Timestamps:00:00:00 - Breaking down barriers00:01:09 - Jeremy Silver: Salesforce to McKinsey00:01:49 - Entering a new era of profitable growth00:02:34 - Importance of cross-functional efficiency00:03:01 - Getting out of our silos00:04:10 - Setting the right customer expectations00:06:29 - Customer success' role in driving retention00:08:34 - Quantifying customer success efforts00:09:55 -

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14:33

The perfect compensation plan doesn't exi-- | TDSU...

The Daily Standup ·

2024/07/05

Money makes the world go round. Rob, Dillon, and JP let loose on the use of variable compensation plans in post sales and customer success.Tell us your thoughts!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - The perfect compensation plan doesn't exi--00:01:05 - Compensation for customer success pros00:01:33 - Should CSMs have variable compensation?00:02:55 - Different variable compensation models00:04:10 - Motivating CSMs with

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11:28

Everyone's a winner | Colin McHale | TDSU Ep. 46

The Daily Standup ·

2024/07/03

Colin McHale is looking for ways to duplicate that early adopter experience, while helping other departments in the SaaS org win along the way.Timestamps:00:00:10 - Everyone's a winner00:01:41 - Expanding early adopter relationships00:02:57 - Proximity to product development00:03:54 - Integrating product feedback in EBRs00:05:07 - The three-party value creation00:06:00 - High-impact customer questions00:07:22 - Evolution of Qualia’s CS team00:08:28 - Maintaining value amid rising costs00:10:12 -

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14:56

Reinventing customer success | Erica Favorito | TDSU...

The Daily Standup ·

2024/07/02

Erica Favorito wants all of us post sales pros to think long and hard about what we want to be when we grow up.⏱️ Timestamps:00:00:00 - Reinventing customer success00:01:09 - Erica Favorito & Slice Advisory00:01:35 - Customer success: the junk drawer00:05:22 - Rethinking the CSM role00:07:45 - Voice of the customer programs00:10:38 - Creating a product liaison role00:13:14 - Becoming an opportunity mercenary00:14:32 - Like, comment, and subscribe!📺 Lifetime Value: Your Destination for Customer

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12:05

The CEO's perspective | Jordan Wallach | TDSU Ep. 44

The Daily Standup ·

2024/07/01

Jordan Wallach is the CEO of Belfry Software, a rocketship of a company building the customer success department while they fly.⏱️ Timestamps:00:00:00 - The CEO's perspective00:00:30 - Meet Jordan Wallach, CEO of Belfry00:01:57 - Customer success from scratch00:03:51 - Hyper-scaling operations at a startup00:05:05 - The customer success framework00:07:03 - Early-stage startup challenges00:08:09 - Vision and priorities for a CEO00:10:14 - Enhancing customer outcomes00:10:53 - Like, comment, and

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14:08

The health score trap | TDSU Ep. 43

The Daily Standup ·

2024/06/28

What makes for a good health score? How many components, how many layers, how many segments? Rob's got some ideas.Tell us your thoughts!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:07 - The health score trap00:00:27 - Rob’s hot take on health scores00:01:51 - Scrapping conglomerate health scores00:02:27 - Analyzing account health markers00:03:10 - The value of simple health scores00:04:30 - Misleading activity metrics00:06:45 -

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12:24

How to roll with the punches | Jennifer Albrecht |...

The Daily Standup ·

2024/06/27

Change management is one thing, but what can we do to better bounce back from said change when it occurs? THAT is change resiliency, and Jennifer Albrecht joins the pod to tell us all about it.Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - How to roll with the punches00:02:30 - Introducing Jennifer Albrecht00:04:00 - Change resilience in CS00:05:30 - Navigating market-level changes00:06:30 - Organizational consolidation00:07:30 -

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11:54

Better EQ for better results | Jenelle Friday | TDSU...

The Daily Standup ·

2024/06/26

Jenelle Friday wants to make your business better. And that starts with emotional intelligence.⏱️ Timestamps:00:00:00 - Better EQ for better results00:01:30 - Janelle’s journey in customer success00:03:00 - Power of self-awareness00:04:00 - Emotional intelligence in leadership00:05:30 - Vulnerability yields best results00:06:30 - Managing expectations with EQ00:08:00 - Leaders vs. managers00:09:00 - Rob’s reflection on self-discovery00:10:30 - Embracing human connections in business00:11:00 - Like,

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10:55

Positive self talk under pressure | Bayron Toruño |...

The Daily Standup ·

2024/06/25

Despite his success as a CS professional and podcast, Bayron Toruño struggles with the same things we all do - imposter syndrome and negative self talk. But he's got tips for working around both.⏱️ Timestamps:00:00:00 - Positive self talk under pressure00:01:35 - The imposter syndrome struggle00:03:10 - Living in the present00:05:15 - Doing good work and learning00:05:58 - Finding self-confidence00:07:35 - Transforming negativity into growth00:09:05 - Defaulting to action00:09:59 - Like, comment,

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11:11

Customer usage is lying to you | Adrian Ruiz | TDSU...

The Daily Standup ·

2024/06/24

How do you measure customer health? Is it logins? Time on page? Adrian Ruiz joins the gang to discuss.⏱️ Timestamps:00:00:07 - Customer usage is lying to you00:00:55 - The account health dilemma00:01:45 - Defining account health00:02:50 - Measuring product stickiness00:03:24 - The sticky meter00:04:00 - Value pipeline insights00:05:10 - Rob’s health score perspective00:06:05 - Usage data versus satisfaction00:07:20 - Importance of context in metrics00:08:47 - Tracking data the right way00:09:26 -

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