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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

11:43

B2C CSMs do it better | TDSU Ep. 38

The Daily Standup ·

2024/06/21

So often, we focus our conversation on that of the B2B customer success manager. But in many ways, the B2C folks have us beat.Tell us your thoughts!Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/⏱️ Timestamps:00:00:00 - B2C CSMs do it better00:01:00 - Money and behavior in customer success00:02:30 - Digital workflows in B2C00:04:00 - Complexity in B2C vs. B2B00:05:30 - The role of product-led growth in B2C00:06:30 - Technical acumen and automation00:07:30 -

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09:37

Saying the hard things: diversity in CS | Dannah...

The Daily Standup ·

2024/06/20

Do you have practical tips for supporting women and other minority groups in tech? Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/Dannah Vaughan, host of the Rebels of SaaS podcast, joins the show to talk DEI and what *everyone* can do to help. In short? Say the hard things.⏱️ Timestamps:00:00:00 - Saying the hard things: diversity in CS00:01:33 - Pay and Promotion Gaps00:03:33 - Challenges Faced by Women in Tech and Customer Success00:04:30 - Gender

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09:30

What makes your customer's customer happy? | Kimberly...

The Daily Standup ·

2024/06/19

What is a true measure of your customer's happiness? Probably whatever makes THEIR customer happiest.Kimberly Ayala urges the guys, and YOU, to dig just a little bit deeper and find out just what makes your customers' customers tick.⏱️ Timestamps:00:00:00 - What makes your customer's customer happy?00:00:31 - Rob's across the pond00:01:05 - Focus on scaling and efficiency00:02:21 - Defining strategic value00:03:18 - Reframe your strategic thinking00:03:36 - Do we similarly hate the term

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11:39

Speaking your leadership's language | Moussa Gherbi |...

The Daily Standup ·

2024/06/18

CS enthusiast Moussa Gherbi joins the guys to give a lesson in speaking your leadership's language.⏱️ Timestamps:00:00:00 - Speaking your leader's language00:01:07 - Meet Moussa Gherbi00:01:29 - Transitioning to a self-service model00:02:45 - IPO and operational efficiency goals00:03:24 - Scaling customer success through digitalization00:05:05 - Aligning customer success strategies with business goals00:08:29 - Just a simple dashboard00:10:38 - Like, comment, and subscribe!📺 Lifetime Value: Your

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11:56

Improving feedback loops | Leah Moorhead | TDSU Ep. 34

The Daily Standup ·

2024/06/17

Product feedback from your customers is a precious gift, and Leah Moorhead thinks you're wasting it.⏱️ Timestamps:00:00:00 - Improving feedback loops00:01:04 - Introducing Leah Moorhead00:01:24 - Did we all start in sales?00:03:18 - Aligning customer success and product teams00:03:36 - Role of product specialists in startups00:04:34 - Increasing call quality with product specialists00:05:15 - Other potential titles00:07:01 - Challenges and solutions in customer-product interaction00:11:11 - Like,

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12:35

Earning a seat at the table | Jan Young | TDSU Ep. 32

The Daily Standup ·

2024/06/13

Jan Young, omnipresent force in the customer success and post-sales communities, shares her mission with the guys: empowering every leader in the profession to earn their right at the executive table.⏱️ Timestamps:00:00:00 - Earning a seat at the table00:01:37 - Building a customer experience community and courses00:03:11 - Becoming a revenue leader00:04:30 - Taking ownership and providing direction00:05:45 - Gathering feedback from the community00:07:04 - Making an impact without waiting for

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08:31

ICP & TAM, IYKYK | Sheryl Hawk | TDSU Ep. 29

The Daily Standup ·

2024/06/10

Sheryl Hawk has a PSA for all the Lifers: your ideal customer profile is not your total addressable market is not your persona. She works with the guys on untangling the three.⏱️ Timestamps:00:00:00 - ICP & TAM, IYKYK00:00:58 - The difference between ideal customer profile and persona00:02:03 - How critical is customer success?00:02:53 - Better understanding ICP (ideal customer profile)00:03:54 - Characteristics of churn accounts00:04:47 - Better understanding TAM (total addressable market)

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09:22

Why we love customer success | TDSU Ep. 28

The Daily Standup ·

2024/06/07

CS & SaaS continue to evolve. But our love for the profession is undying. Why, exactly?⏱️ Timestamps:00:00:00 - Gentleman's Choice: Why we love customer success00:01:23 - The Evolving Role of Customer Success00:02:20 - Understanding the Business Model00:03:09 - The Complexity of Customer Success00:04:03 - Unhinged Customers00:05:00 - Feeding the addiction00:05:55 - It's just a metaphor, bro00:07:01 - For the love of the game00:08:10 - Like, comment, and subscribe!📺 Lifetime Value:

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11:58

A fabulous alignment | De'Edra Williams | TDSU Ep. 26

The Daily Standup ·

2024/06/05

De'Edra Williams is ready for an evolution, and she's here to tell us how alignment will play a pivotal role.⏱️ Timestamps:00:01:32 - Customer success 4.000:02:52 - The evolution of customer success00:04:03 - How we got here: CS 3.000:05:14 - Understanding the "Why"00:06:34 - Tension between value realization and revenue growth00:07:45 - Alignment with sales00:09:10 - A necessary symbiosis00:10:21 - Clarity in leadership00:11:35 - Like, comment, and subscribe!📺 Lifetime Value:

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9:34

Forecast or die | TDSU Ep. 25

The Daily Standup ·

2024/06/04

Jeff Kinsel, the self-proclaimed Sultan of SaaS, knows its a stressful time. But with times of discomfort come opportunities for advancement. Jeff tells us how.⏱️ Timestamps:00:00:00 - $$$00:01:17 - Customer success in times of crisis00:02:12 - The make or break moment in customer success00:03:13 - Subscription models00:04:17 - An evolution00:05:20 - Phases of operation00:06:19 - Passing the stress test00:07:11 - Revenue for job security00:08:04 - Predicting performance00:09:09 - Like, comment,

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10:47

Raise your standards | TDSU Ep. 24

The Daily Standup ·

2024/06/03

Felicia Rella thinks its high time we raise our standards in CS, and embrace a lot more standardization in the process.Timestamps:00:01:25 - Standardizing Customer Success as a Profession00:02:32 - Varied Roles and Responsibilities00:03:40 - The Problem with Vague Job Titles00:04:45 - The Evolving Definition of Customer Success00:05:51 - The History of Customer Success00:06:58 - Progressing and Developing the Customer Success Profession00:08:03 - Generating Additional Revenue Through Customer

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13:21

Who wore it better? | TDSU Ep. 23

The Daily Standup ·

2024/05/31

Rob, JP, and Dillon go forum-diving for the hottest customer success topic on the internet, and come up with a classic battle royale. Timestamps:00:00:00 - An optimist's point of view00:01:39 - Does the structure work?00:03:17 - Masterful negotiations00:04:51 - Limiting future opportunities and layoffs00:06:17 - The responsibility of the CS team00:07:37 - Understanding business needs00:08:57 - The trusted advisor game00:10:20 - Follow the money!00:13:04 - Like, comment, and subscribe!&nb...

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13:51

White glove service is alive and well | TDSU Ep. 22

The Daily Standup ·

2024/05/30

Stijn "Stino" Smet attributes much of his success to his white glove approach that he and his team employ. Learn from him why he believes white glove service isn't going anywhere soon. ⏱️ Timestamps:00:00:00 - Awkward Car Meeting00:01:40 - Meeting your idols00:03:22 - Value of personal connections00:04:55 - Stino loves an in-person meeting00:06:22 - Share your thoughts with TDSU!00:07:40 - Networking in person leads to better results00:09:08 - setting a date creates a sense of urge...

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10:51

Digital for the people! | TDSU Ep. 21

The Daily Standup ·

2024/05/29

Julie Fox is a giver, and she thinks every customer success organization deserves to embrace digital customer success. But her definition of digital differs just slightly... ⏱️ Timestamps:00:01:26 - Digital CS is for Everyone00:02:41 - Building a Scaled CS Team for Amplification00:03:52 - Maximizing Customer Interaction and Feedback00:05:00 - Perspective from a Manager of Customers00:06:14 - Trends in Winning and Losing Customers00:07:19 - Bringing Customers Together for Growth00:0...

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10:29

What's value to you? | TDSU Ep. 20

The Daily Standup ·

2024/05/28

Armando Quintana III is a bit of a renaissance man, to our surprise. But he's also a customer success manager, spending too much of his time wondering about value and how to create it. But more importantly, he wonders what the word even means. Timestamps:00:01:23 - Should Customer Success Have a Growth Quota?00:02:37 - Building a strong customer relationship00:03:44 - Personal Growth and Success00:04:52 - The trend of CS people not having a growth quota00:05:55 - Revenue-focu...

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00:13:28

Help Me Help You | TDSU Ep. 19

The Daily Standup ·

2024/05/24

Jay Sanchez gives his best tip for succeeding in uncertain times, what we're calling the "help me help you" strategy. Timestamps:00:00:00 - The Secret Recipe00:01:41 - Aligning Goals with Customers and Organization00:03:03 - Turning CS Inwards: Help me help you00:04:30 - Building the Foundations of Customer Success00:05:49 - Connecting Internal Processes to the Customer Experience00:07:16 - Facilitating Customer Conversations and Relationships00:08:56 - Connecting with Sales and Other Teams00:10:23

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00:10:54

Does your job love you back? | TDSU Ep. 18

The Daily Standup ·

2024/05/23

Bob Mathers gained some perspective recently. And it forced him to ask the question: "Does your job love you back?" Timestamps:00:00:00 - Does your job love you back?00:01:16 - The Fragility of Life00:02:29 - Reflections on Being Laid Off in CS00:03:36 - Job security is a myth00:04:44 - Companies don't care about you00:05:57 - CSMs suck at ROI00:07:07 - Resiliency and Adaptability00:08:24 - We're pulling for Will!00:09:34 - Outro00:10:42 - Like, comment, and subscribe! 📺 Lifetime Value: Your

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00:11:04

What's been boring us | TDSU Ep. 17

The Daily Standup ·

2024/05/22

What has struck you lately with its lack of taste, variety, and creativity? The guys share theirs, customer success or otherwise! Timestamps:00:00:00 - The Dreaded Check-In Meeting00:01:19 - Blossom, Bubbles, and Buttercup00:02:27 - The Bland Episode00:03:44 - Applying Business Lessons to EVERYTHING00:04:54 - Changes in LinkedIn and the "X Factor"00:07:10 - Milquetoast00:08:31 - What day is it?00:10:47 - Like, comment, and subscribe! 📺 Lifetime Value: Your Destination for Customer Success

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00:10:46

Clean Data or Bust | TDSU Ep. 16

The Daily Standup ·

2024/05/21

Joe Di Grande, founder of the aptly named Joe Does Tech Touch, tells the crew why it all starts (and ends) with clean data. Timestamps:00:00:00 - Introductions00:01:27 - The Importance of Customer Success00:02:32 - Clean Data as an Imperative in Business in 202400:03:51 - Being Data-Driven in Companies00:04:56 - Automation Responsibility and Touch Points for a Product00:05:54 - Tracking and Transforming Data00:06:58 - Analyzing Data for Cleanliness00:08:13 - Auditing for Data Inconsistencies00:09:18

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00:07:24

Reinvention: Necessary or Not? | TDSU Ep. 15

The Daily Standup ·

2024/05/20

Antti Nevalainen hops on board to discuss what he believes most customer success folks get wrong: how and when to copy and paste. Timestamps:00:00:00 - Discovering the Customer Journey00:00:52 - Designing the Customer Success Journey00:01:40 - Building Processes Specific to the Company00:02:29 - How to Become a Guest on the Show00:03:13 - Finding the Right Balance in Building a Process00:04:03 - Using Old Results for Research00:04:52 - Discovering the Customer Journey00:05:40 - Finding the Customer

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