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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

00:11:20

Winning Together in SaaS | TDSU Ep. 14

The Daily Standup ·

2024/05/17

Alex Turkovic enters the chat to talk better cross-functional collaboration between SaaS teams. Who owns what? Who runs the show? How can a customer success manager serve his peers and his customers simultaneously? Timestamps:00:00:00 - A revelation00:01:36 - The Importance of cross-functional collaboration in SaaS orgs00:03:54 - The Challenging Relationship Between the Customer Success Manager and Product Development00:05:10 - The role of cross-collaboration in product development00:06:27 -

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00:10:12

The Onboarding Choke Point | TDSU Ep. 13

The Daily Standup ·

2024/05/16

The CEO of CogniSaaS, Rupesh Rao, believes SaaS companies miss the plot when it comes to enterprise onboarding. Timestamps:00:00:00 - The criticality of onboarding00:01:22 - The Importance of Customer Success00:02:22 - Leading Indicators of Customer Success00:03:36 - Measuring Customer Onboarding Progress00:04:40 - Multi-threading value delivery in organizations00:05:45 - Meeting the Needs of Stakeholders00:06:52 - Turning Boundaries into Value during Onboarding00:08:02 - Managing Expectations and

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00:13:20

Deleting the Handoff | TDSU Ep. 12

The Daily Standup ·

2024/05/15

Matt Evans, founder of Prescriptive Outcomes, thinks handoffs are really something else entirely: hand-me-downs. How can your go-to-market team tighten up the hand-off or delete it entirely? Matt gives the guys his take. Timestamps:00:00:00 - Delete the Handoff00:01:42 - Sales to CS Handoff Issues00:03:04 - Eliminating Handoffs: Creating Revenue Pods00:04:33 - The Importance of Alignment in Sales and Customer Success00:05:46 - Using Pods in Customer Segmentation00:07:16 - Segmenting Sales and

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00:09:20

Fake It 'Til You Make It | TDSU Ep. 11

The Daily Standup ·

2024/05/14

We welcome Sharae Matteu to the show, where she highlights what she believes is the most critical skill for a customer success manager to have. Timestamps:00:00:00 - Fake it 'til you make it00:01:09 - Confidence in Customer Success00:02:11 - The Viability of "Fake it 'til you make it"00:03:09 - Embodying Confidence in Customer Situations00:04:08 - Being confident and listening in customer interactions00:05:05 - The Confidence in Admitting Errors00:06:10 - Embracing the Opportunity for Growth00:07:13

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00:12:57

Managing the Modern Hiring Process | TDSU Ep. 10

The Daily Standup ·

2024/05/13

Christine Raby jumps on to chat the modern hiring process. What's different about it today compared to a couple years ago? And how can companies and hiring managers switch it up to accommodate the massive supply while maintaining humanity with their candidates? Timestamps:00:00:00 - Authenticity in Finding the Right Fit00:01:38 - Effective Hiring in Today's Environment00:03:03 - Effective Hiring Manager Strategies00:04:20 - Hiring for Culture Additions00:05:34 - Removing Unconscious Company

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00:11:54

The Savior of Customer Success | TDSU Ep. 9

The Daily Standup ·

2024/05/10

There's a new Customer Success hero in town. Or...is there? The boys debate among themselves the purported next biggest thing in Customer Success... Timestamps:00:00:00 - AI's the new gluten free00:01:30 - HubSpot's New Service Hub00:02:49 - A New Suite Within HubSpot for Customer Success Managers00:04:13 - AI in Tools and the Future of Automation00:05:25 - Learn how to be a guest on TDSU00:06:37 - The Vagueness of AI00:07:59 - The new features of Service Hub 2.000:09:13 - Uniting Customer Support

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00:12:18

Customer Success Has a Leadership Problem | TDSU Ep. 8

The Daily Standup ·

2024/05/09

Brad Davis of Success Panda drops a bomb on the TDSU guys: there are few great leaders in customer success. The gang talks methods for upping our leadership game in the profession. Timestamps:00:00:00 - Introduction to The Daily Standup00:01:31 - Leadership and Customer Success00:02:50 - The Deficit in Leadership00:04:03 - The Importance of Leadership and Mentorship00:05:26 - The Impact of Good Leadership00:06:45 - Serving the Team and Humility in Leadership00:08:04 - Being Agile as a

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00:09:51

HACK Your Customer Success Job Search | TDSU Ep. 7

The Daily Standup ·

2024/05/08

Kristen Gray Psychas breaks down HER experience as a hiring manager in customer success. What job search tactics are successful, and which are not, when applying for customer success manager roles in today's job market. Timestamps:00:00:00 - Introducing The Daily Standup by Lifetime Value00:01:17 - The Importance of the Customer Success Management Hiring Process00:02:24 - Tips for maximizing job search interview opportunities00:03:24 - Challenges in Garnering the Right Audience00:04:21 - Tactics

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00:11:22

Fighting for facetime | TDSU Ep. 6

The Daily Standup ·

2024/05/07

The effervescent Mary Migiano brings a PROBLEM to the pod: your customer just won't respond. What's your go-to method for fighting through the noise and grabbing their attention? Timestamps:00:00:00 - Analogies abound!00:01:31 - Challenges with Unresponsive Customers00:02:49 - Finding effective communication methods00:03:51 - Understanding Customer Non-Responsiveness00:04:56 - Assuming the best in intention00:06:06 - Adding Value as a Business Partner00:07:21 - Improving Email Responses00:08:40 -

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00:14:05

Give the Newbies a Chance | TDSU Ep. 5

The Daily Standup ·

2024/05/06

Good CS samaritan Kevin Leonor links up with us to share what he believes might grease the wheels in this hectic hiring cycle. Let's stop searching for perfect-fit unicorns, and be open to training to the vertical. Timestamps:00:00:00 - Find Culture, Train Skills00:01:40 - Training to the Vertical00:03:15 - Job Seekers Training for Success in Other Verticals00:04:49 - Positioning as a Subject Matter Expert in Customer Success00:06:22 - The Importance of Industry-Specific Skills00:07:56 - The

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00:13:27

The 2024 Customer Success Draft | TDSU Ep. 4

The Daily Standup ·

2024/05/03

Inspired by the NFL draft this past week, the boys conduct their own draft, customer success style. Rob, JP, and Dillon name the individuals and communities in and around customer success that they want on their team. Timestamps:00:01:41 - Drafting from the Customer Success and Adjacent Spaces00:03:12 - JP and Rob make the first and second overall picks in the Customer Success Draft00:04:32 - The Three Buckets of RevOps: Seats, KPIs, and Interdepartmental Relationships00:06:00 - Introducing the

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00:12:28

CSMs as the Heated Seats of the Corporate World |...

The Daily Standup ·

2024/05/02

Betsy Gilfillan joins the TDSU crew to chat about CUSTOMER OBSESSION. What's wrong with the way we use the term today, and how can we turn the obsession into a superpower, and not the weakness that it is today? Timestamps:00:00 - Introduction and Smelling Like JP01:32 - Understanding Customer Obsession06:34 - Measuring Impact and Consistent Outcomes07:41 - Building Relationships and Personalization09:04 - Sky Netting Their Asses: Gathering Customer Information10:09 - Curiosity and Focusing on the

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00:01:51

The Daily Standup | Trailer

The Daily Standup ·

2024/05/01

Welcome to The Daily Standup, where Rob, JP, and Dillon invite guests on to answer one simple question: "What's on your mind?" Welcome to The Daily Standup, where Rob, JP, and Dillon invite guests on to answer one simple question: "What's on your mind?" 📺 Lifetime Value: Your Destination for Customer Success contentSubscribe: https://lifetimevalue.link/youtubesubWebsite: https://www.lifetimevalue.show 🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's

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00:12:25

Margaritas, and how to SIMPLIFY Customer Success |...

The Daily Standup ·

2024/05/01

The WONDERFUL Ornella Jacobs joins the boys from across the pond to urge the community to SIMPLIFY customer success. Ornella Jacobs asks the community to quit it with the acronyms, the jargon, and the over-complication - let's get back to basics! Bonus: she shares the perfect method for making margaritas. Timestamps:00:00:00 - Introducing the Daily Standup00:01:36 - Simplifying Customer Success00:03:03 - Simplifying Processes for Better Scalability00:04:24 - Making Customer Success

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00:07:08

Welcome to The Daily Standup | TDSU Ep. 1

The Daily Standup ·

2024/05/01

WELCOME to The Daily Standup! We're talking to Customer Success and Post-Sales practitioners and bringing you one bite-sized topic *every day*. In this inaugural episode, Rob, JP, and Dillon discuss what they hope to get out of, and deliver on, with The Daily Standup. Timestamps:00:00:00 - A Cocktail Party of Ideas00:00:58 - Welcome to The Daily Standup with Lifetime Value00:01:40 - Introductions and Backgrounds00:02:23 - The increasing divides in the customer success world00:03:00 - The Voice of

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00:19:47

Retention: Show Continued Value...or Get Fired by...

The Daily Standup ·

2024/04/17

Customer Success pros...don't get fired by your customers! Watch now to learn how to reduce churn and maximize your customer's satisfaction with tips from Greg Daines, CEO of ChurnRX, as he shares what the data tells him about how best to serve your customers. Chapters:00:00:00 - Introduction to the Lifetime Value podcast00:02:36 - The Ultimate Goal of Retention00:04:48 - Customer Acquisition Cost and Retention00:07:01 - Optimizing Subscription Revenue00:09:07 - The Power of Customer Results and

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00:28:57

Episode 26: Common Misconceptions about Customer Success

The Daily Standup ·

2024/03/26

What you don’t do determines what you can do.”- Tim Ferriss We in Customer Success spend a good deal of time talking about what it is that we *do* (almost anything, depending). But there is an art to saying no, and KNOWING when to say no. Now, we can't possibly tease the totality of that spicy meatball out in one hastily put together (but certainly not written by AI) social media post, but we can pull the curtain back just a bit on some of the things a CS leader, individual, or overall group

en

00:30:12

S2E02: A Day in the Life of a Customer Success Manager

The Daily Standup ·

2024/03/08

How many of you have been asked, perhaps while trying to explain your career choice to a family member over a beautifully cooked holiday dinner, what it is exactly that you do all day? (If your hand's not up, you are an abject liar and you know it)Product people think of problems to solve and stuff to build. Engineers then build that stuff. Salespeople SELL that stuff. And accountants count the MONEY from that stuff! But, as Rachel Provan says so eloquently in this episode, “What the hell do we

en

00:23:46

S2E01: What's a CS?

The Daily Standup ·

2023/12/07

Welcome to Season 2 of the Lifetime Value show, your destination for Customer Success content.In this new season of LTV, we talk with just 9 guests about all the burning questions in CS in an effort to see each issue from all angles. Join us as we explore the infinitely multi-faceted nature of Customer Success.In this first episode, Dillon starts with a history lesson - what, exactly, *is* Customer Success? Where did it begin? And what has it become?----------This season of Lifetime Value is

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00:51:58

Putting the Pieces Together - The Week That Was w/...

The Daily Standup ·

2023/05/22

Tim Conder is the founder and CEO of consulting and training firm CXology. Tim joins the show to discuss the long-term exponential impact increasing your retention rate has on revenue, how CS departments can properly measure their value and effect, and he shares the surprising response he’s gotten when firing his customers in the past. Who is Tim Conder?LinkedInCXologyCS Jobseekers Cohort Links:CS Player(s) of the Week:Jesse KurthReferrals & Recommendations:The E-Myth Revisited by Michael

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