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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

15:53

The amoeba of customer success & other things |...

The Daily Standup ·

2025/03/20

Episode 205: The answer is no. We cannot explain why Mickey Powell referred to himself that way.⏱️ Timestamps:00:00:00 - Intro00:02:07 - The amoeba of customer success 00:03:34 - Biology and customer success 00:07:21 - Whales, cows, and CS roles 00:08:49 - Expansion vs. distillation 00:10:30 - Psychology, AI, and evolution 00:12:33 - Divergence and the future of CS 00:13:49 - Until next time📚 BooksThe Compleat Strategyst by J.D. Williams:

en

15:10

Predictable & scalable | Denny Burda

The Daily Standup ·

2025/03/19

Episode 204: Denny Burda brought Dillon's favorite thing to the show: stats! ...they're not very positive, though.⏱️ Timestamps:00:00:00 - Intro00:02:31 - Death of a salesman: is sales failing? 00:03:24 - The shocking reality of SaaS churn 00:05:16 - The metrics that really matter 00:07:51 - Customer success: the key to survival 00:09:37 - The sandwich analogy of retention 00:12:09 - Why holistic experiences keep customers 00:12:57 - Parting thoughts📺 Lifetime Value: Your Destination for GTM

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13:45

Forged in fire | Ilai Szpiezak

The Daily Standup ·

2025/03/18

Episode 203: Ilai Szpiezak makes his case for even more entrepreneurs.⏱️ Timestamps:00:00:00 - Intro00:02:16 - Entrepreneurship is a mindset 00:03:37 - Ownership and driving value 00:05:06 - Redefining what it means to be an entrepreneur 00:07:42 - The thrill (or fear) of unpredictability 00:07:56 - Customer success and personal ownership 00:10:14 - Delivering value and owning the outcome 00:11:14 - A final challenge📺 Lifetime Value: Your Destination for GTM contentWebsite:

en

13:11

Authentic networking | Tahjai Conkerite

The Daily Standup ·

2025/03/17

Episode 202: Tahjai Conkerite gives his tips for networking your way into opportunities.⏱️ Timestamps:00:00:00 - Intro00:01:24 - Breaking into customer success 00:02:13 - The power of networking 00:04:09 - Overcoming imposter syndrome 00:05:41 - Making meaningful connections 00:07:25 - Authenticity in personal branding 00:10:05 - Finding your tribe 00:10:46 - Parting words📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the

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15:53

How to navigate objections without burning bridges |...

The Daily Standup ·

2025/03/14

Episode 201: The guys compare notes on handling objections at work. (No marriages were harmed in the making of this recording)⏱️ Timestamps:00:00:00 - Intro00:01:12 - Objection rebuttals: not just for sales 00:02:08 - Feel, felt, found: the persuasion playbook 00:03:51 - From customers to spouses: does it work? 00:06:20 - Chess match: uncovering the real objection 00:09:34 - When to back off: finding the magic word 00:11:45 - Multiple choice breakups: a new strategy? 00:12:50 - Wrapping up:

en

17:05

Using your psychological advantage | Rachel Provan

The Daily Standup ·

2025/03/13

Episode 200: Self-described psych nerd Rachel Provan gives the guys some tips.⏱️ Timestamps:00:00:00 - Intro00:01:34 - Psychology’s role in customer success 00:05:07 - Business-oriented empathy explained 00:06:25 - The hidden power of reducing friction 00:08:27 - Psychology and personal motivation 00:11:31 - The mere exposure effect in onboarding 00:13:20 - The three-step strategy for success 00:14:21 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite:

en

18:53

Do we need a rebrand? | Lincoln Murphy

The Daily Standup ·

2025/03/12

Episode 199: Does the moniker of customer success have too much baggage? Lincoln Murphy is leaning in that direction.⏱️ Timestamps:00:00:00 - Intro00:01:32 - Is it time to kill customer success? 00:03:44 - Weak leadership and lost potential 00:06:31 - Evolving or becoming extinct? 00:09:15 - What marketing’s past tells us about CS 00:11:56 - A future of specialization and growth 00:12:57 - Shedding labels, maximizing value 00:15:32 - The account management debate📺 Lifetime Value: Your

en

15:05

Learn to ENGAGE in job interviews | Rohan Tailor

The Daily Standup ·

2025/03/11

Episode 198: Rohan Tailor is a recruiter focusing on customer success roles, and he's here to share his top tips for standing out.⏱️ Timestamps:00:00:00 - Intro00:01:46 - The key to winning interviews 00:02:16 - Engage, engage, engage! 00:03:57 - Acing the interview process from start to finish 00:05:46 - Adding your unique personality 00:08:22 - Hiring managers spill their secrets 00:10:45 - Practical takeaways for job seekers 00:11:33 - Avoiding desperation in the job hunt📺 Lifetime Value:

en

13:59

Hope & scapegoats | Andrew Fink

The Daily Standup ·

2025/03/10

Episode 197: Andrew Fink was asked an interesting question the other day.⏱️ Timestamps:00:00:00 - Intro00:01:32 - Who really owns the customer? 00:02:50 - The blame game in customer success 00:04:10 - Finding hope in career transitions 00:06:28 - The builder’s mentality 00:07:51 - RACI vs. RAPID: Who does what? 00:09:03 - Why CROs matter most 00:10:13 - The hidden agenda in job interviews📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect

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15:46

Eat rocks | Ep. 196

The Daily Standup ·

2025/03/07

Episode 196: Does customer success even need to exist?⏱️ Timestamps:00:00:00 - Intro00:01:48 - Should customer success exist? 00:02:52 - The Frank Slootman perspective 00:03:36 - Turkeys, digestion, and CS analogies 00:05:55 - The marriage of customer success 00:07:45 - A single throat to choke? 00:09:47 - Can tech replace CS? 00:11:27 - Most CS professionals lack this experience 00:13:12 - Eat some rocks, save your marriage📺 Lifetime Value: Your Destination for GTM contentWebsite:

en

16:22

Necessary complaints | Erika Villarreal

The Daily Standup ·

2025/03/06

Episode 195: Erika Villarreal wants to help, but first she needs to know what to help *with*.⏱️ Timestamps:00:00:00 - Intro00:02:44 - The burnout crisis in CS 00:05:54 - Is it the job or the company? 00:10:54 - Personas problem in customer success 00:12:28 - Solutions need a part two 00:13:24 - Empathy vs. entertainment on Reddit 00:14:00 - Wrapping up, but not for long📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the

en

12:54

Play your part | Donna Weber

The Daily Standup ·

2025/03/05

Episode 194: Donna Weber likens SaaS companies to orchestras, and shares one simple piece of advice.⏱️ Timestamps:00:00:00 - Intro00:01:19 - Customer success starts with strategy 00:01:46 - Breaking down business silos 00:02:56 - Legato vs. staccato: rhythm in success 00:05:22 - Who owns the customer journey? 00:07:17 - A firsthand look at silo struggles 00:09:34 - Don't let customers feel your org chart 00:10:13 - AI: the future of customer success? 00:10:32 - Wrapping upCredit where

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14:33

Put the customer at the center | Ragna Ghoreishi

The Daily Standup ·

2025/03/04

Episode 193: It's easy to explain what customer-centricity is NOT, but Ragna Ghoreishi helps us arrive at what it IS.⏱️ Timestamps:00:00:00 - Intro00:01:53 - The challenge of customer centricity 00:02:28 - Why most companies aren't truly customer centric 00:05:27 - The balancing act of customer needs 00:07:29 - Avoiding the reactive CS trap 00:09:45 - The urgency of customer feedback 00:12:34 - "Good enough" is not good enough 📺 Lifetime Value: Your Destination for GTM contentWebsite:

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36:44

FROM THE HOTLINE: Cultivating your personal brand |...

The Daily Standup ·

2025/03/04

Presenting your best self isn't just about the way you dress, talk, or carry yourself anymore.Kristi and Stino share their tips on cultivating the best version of your personal brand online.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00:03 - Intro00:02:44 - The shift from company-first to personal-first00:06:27 - The power of sharing failures and lessons00:10:26 - The importance of knowing your why00:16:07 - Confidence, authenticity, and staying

en

12:40

Attached at the hip | Waqas Hussain

The Daily Standup ·

2025/03/03

Episode 192: Waqas Hussain is a CS leader who still craves time with his customers.⏱️ Timestamps:00:00:00 - Intro00:01:06 - Waqas Hussain: a decade in customer success 00:02:07 - The secret to staying close to customers 00:04:20 - Handling protective CSMs and engagement 00:05:13 - Proven tactics for customer connection 00:07:16 - Executive alignment: the game-changer 00:08:24 - Why Waqas keeps coming back to CS 00:10:30 - Banana bread📺 Lifetime Value: Your Destination for GTM contentWebsite:

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19:11

Mastering customer de-escalation | Ep. 191

The Daily Standup ·

2025/02/28

Episode 191: Rob gives his 12 tips for cooling down a customer.⏱️ Timestamps:00:00:00 - Intro00:02:49 - Setting the tone from the start 00:05:36 - Gaining control without losing trust 00:07:07 - Handling difficult customers with finesse 00:08:45 - The magic of labeling and mirroring 00:10:10 - Using whispers to calm the storm 00:11:05 - Knowing when to walk away 00:15:08 - The underrated power of an apology 📺 Lifetime Value: Your Destination for GTM contentWebsite:

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16:33

The tech rollercoaster | David Karp

The Daily Standup ·

2025/02/27

Episode 190: David Karp loves being a CS leader with all its ups and downs. But it's not for everyone.⏱️ Timestamps:00:00:00 - Intro00:01:58 - Customer success is a roller coaster ride 00:04:19 - Not everyone is built for the ride 00:07:16 - Embracing unpredictability and teamwork 00:08:43 - Leadership must support the front lines 00:09:27 - Emotional resilience in customer success 00:12:02 - Serving customers in their critical moments 00:13:55 - Next up, the log flume?📺 Lifetime Value: Your

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15:51

Canaries in the coal mine | Parker Chase-Corwin

The Daily Standup ·

2025/02/26

Episode 189: The tech landscape is shifting rapidly. What part does customer success have to play?⏱️ Timestamps:00:00:00 - Intro00:01:25 - Parker’s big question on CS 00:01:45 - AI, SaaS, and the market shift 00:04:16 - Should we care about disruption? 00:07:17 - Finding hope in a shifting industry 00:08:06 - The SaaS identity crisis 00:11:04 - Practical tips for staying ahead 00:11:49 - Is this really CS’s job? 00:13:13 - Wrapping up📺 Lifetime Value: Your Destination for GTM

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15:34

Special snowflakes | Emily Deas

The Daily Standup ·

2025/02/25

Episode 188: Emily Deas has a unique chance to think about efficiency from the very beginning.⏱️ Timestamps:00:00:00 - Intro00:02:27 - The challenge of scalable customer success 00:03:48 - Does everyone really want a personal touch? 00:05:35 - Choosing what NOT to do in customer success 00:07:19 - Segmenting customers for better service 00:09:03 - Generational differences in customer needs 00:10:03 - The power of checklists in CS operations 00:12:29 - Why standardized processes matter📺

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14:32

Customer intelligence | Thomas Voigt

The Daily Standup ·

2025/02/24

Episode 187: Thomas Voigt already has his eyes on the horizon beyond artificial intelligence.⏱️ Timestamps:00:00:00 - Intro00:01:08 - Thomas’ bold vision for CS 00:02:06 - The call for customer intelligence 00:04:41 - Why doesn’t this exist yet? 00:06:12 - Can CRMs handle the future? 00:07:26 - AI co-pilots: hype or innovation? 00:09:46 - The human roadblock to progress 00:12:03 - Parting thoughts📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝

en

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