Afleveringen
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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 Customers
00:02:49 - Finding effective communication methods
00:03:51 - Understanding Customer Non-Responsiveness
00:04:56 - Assuming the best in intention
00:06:06 - Adding Value as a Business Partner
00:07:21 - Improving Email Responses
00:08:40 - Tips for getting facetime with customers
00:09:44 - Asking the Right Questions
00:11:03 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with Mary Migiano:
Mary's LinkedIn: https://www.linkedin.com/in/marymigiano/
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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 Skills
00:01:40 - Training to the Vertical
00:03:15 - Job Seekers Training for Success in Other Verticals
00:04:49 - Positioning as a Subject Matter Expert in Customer Success
00:06:22 - The Importance of Industry-Specific Skills
00:07:56 - The Importance of Cultural Fit in Hiring
00:09:21 - Combining Skills for Faster Onboarding
00:10:57 - Hiring for Hunger to Learn and Unique Aptitudes
00:12:31 - Eliminating candidates at an early stage
00:13:50 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with Kevin:
Kevin's LinkedIn: https://www.linkedin.com/in/kevin-leonor/
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Zijn er afleveringen die ontbreken?
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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 Spaces
00:03:12 - JP and Rob make the first and second overall picks in the Customer Success Draft
00:04:32 - The Three Buckets of RevOps: Seats, KPIs, and Interdepartmental Relationships
00:06:00 - Introducing the Vibe Master
00:07:38 - Round 2 Pick 4: The Woman with the Most Valuable Tactical Advice
00:09:11 - Building a Community in Customer Success
00:10:30 - The Customer Success Avengers
00:11:59 - Farewell and Thanks
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
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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 JP
01:32 - Understanding Customer Obsession
06:34 - Measuring Impact and Consistent Outcomes
07:41 - Building Relationships and Personalization
09:04 - Sky Netting Their Asses: Gathering Customer Information
10:09 - Curiosity and Focusing on the Customer
11:00 - Heated Seats: Providing Comfort and Value
11:25 - Conclusion and Farewell
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with guest:
Betsy's LinkedIn: https://www.linkedin.com/in/betsyg/
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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 content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
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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 Standup
00:01:36 - Simplifying Customer Success
00:03:03 - Simplifying Processes for Better Scalability
00:04:24 - Making Customer Success Accessible
00:05:37 - The Influence of Hospitality in Customer Success Strategy
00:06:49 - The Importance of Limes in the Recipe
00:08:04 - Simplifying the role of the CSM
00:09:31 - Maximizing Customer Calls for Better Results
00:10:51 - Wrapping up with Ornella
00:12:11 - Like, Subscribe, and Comment!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with guest:
Ornella's LinkedIn: https://www.linkedin.com/in/ornella-jacobs/
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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 Ideas
00:00:58 - Welcome to The Daily Standup with Lifetime Value
00:01:40 - Introductions and Backgrounds
00:02:23 - The increasing divides in the customer success world
00:03:00 - The Voice of the People
00:03:45 - Introducing a Constant Stream of Insights
00:04:34 - Making Connections through Community Meetups
00:05:17 - Expanding the Community Through Idea Dissemination
00:06:08 - Support Lifetime Value Podcast
00:06:57 - Thank you for your time
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
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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 podcast
00:02:36 - The Ultimate Goal of Retention
00:04:48 - Customer Acquisition Cost and Retention
00:07:01 - Optimizing Subscription Revenue
00:09:07 - The Power of Customer Results and Consistent Improvement
00:11:17 - Retention Strategies and Churn Half-Life
00:13:24 - The Impact of Churn and Retention on Growth
00:15:14 - Understanding Churn and Customer Success
00:17:20 - Understanding the World from Your Counterpart's Eyes
00:19:37 - Thank You for Following Along
📺 Lifetime Value: Your Destination for Customer Success content
Show website: https://www.lifetimevalue.show
Youtube: https://www.youtube.com/@lifetimevalue
🤝 Connect with Dillon (host):
LinkedIn: https://www.linkedin.com/in/dillonryoung
👋 Connect with guests:
Greg Daines LinkedIn: https://www.linkedin.com/in/gregdaines/
Dave Epperly LinkedIn: https://www.linkedin.com/in/daveepperly/
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Lifetime Value is sponsored by The Segment, a new kind of Customer Success newsletter bringing you the latest news, analysis, and references only true Lifers will know. Subscribe today by clicking lifetimevalue.link/subscribe or send us an email at [email protected].
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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 *shouldn't* be doing, or thinking. With a load of caveats, of course.
In this episode of Lifetime Value, we tackle:
🔝 What takes precedence over everything else when "doing" Customer Success.
🙊 Perhaps the most OVER-valued skill for CSM's to have.
💸 How it is Customer Success and Sales are the SAME, as well as how they're VERY different.
📈 On that note, how important is the commercial motion is to a Customer Success department's longevity overall?
🎩 When and how to spin up a CS practice to begin with.
Greg Daines gives it to us straight, and even offers that a lot of us practitioners shouldn't even *be* in CS, based on our ability to do one thing in particular.
David Epperly keeps it all in perspective for us.
Rachel Provan is her usual self - she tears us down only to build us back up smarter and stronger.
And Kristi Faltorusso likely alienates a healthy subset of the CS community (and has our best face yet for our episode cover, see below).
Show page: https://www.lifetimevalue.show/26
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This season of Lifetime Value is sponsored by The Segment, a new kind of Customer Success newsletter bringing you the latest news, analysis, and references only true Lifers will know. Subscribe today by clicking lifetimevalue.link/subscribe or send us an email at [email protected].
Season 2 Guests: Kristi Faltorusso, Greg Daines, Dan Ennis, Alex Turkovic, Jeff Kushmerek, David Epperly, Mohammed Alqaq, Rachel Provan, & Stijn Smet
The video version of this show uses copyrighted material in a manner that does not require approval of the copyright holder. It is a fair use under copyright law.
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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 [in CS] do all day?”
In this episode, we try to answer that.
Classic CCO behavior: Kristi breaks it down academically.
With some aphorisms tossed in, Dan Ennis begins to describe what it might take to get there.
Anita Toth, meanwhile, explains CS’ unique position in the feedback loop.
Rachel points out what we shouldn’t be doing.
Mohammed Alqaq gives the playbook for challenging your customer along the way.
Greg Daines builds the bridge to expansion.
Stijn Smet shares how this all gets turned on its ear depending on your company’s size and maturity.
It can be a tough question to answer. Maybe this episode makes it just a little bit easier.
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This season of Lifetime Value is sponsored by The Segment, a new kind of Customer Success newsletter bringing you the latest news, analysis, and references only true Lifers will know. Subscribe today by clicking lifetimevalue.link/subscribe or send us an email at [email protected].
Season 2 Guests: Kristi Faltorusso, Greg Daines, Dan Ennis, Alex Turkovic, Jeff Kushmerek, David Epperly, Mohammed Alqaq, Rachel Provan, & Stijn Smet
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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?
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This season of Lifetime Value is sponsored by The Segment, a new kind of Customer Success newsletter bringing you the latest news, analysis, and references only true Lifers will know. Subscribe today by clicking www.lifetimevaluemedia.com or send us an email at [email protected].
Season 2 Guests: Kristi Faltorusso, Greg Daines, Dan Ennis, Alex Turkovic, Jeff Kushmerek, David Epperly, Mohammed Alqaq, Rachel Provan, & Stijn Smet
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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 CohortLinks:
CS Player(s) of the Week:Jesse KurthReferrals & Recommendations:The E-Myth Revisited by Michael GerberAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
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Brian Hall is the founder of Carema Consulting and has been doing Customer Success since before it had a name. Brian joins the podcast to explain why seasoned CS leadership is key, why he believes CS is at the center of the universe, and where the profession is headed next.
Who is Brian Hall?
LinkedInCarema ConsultingLinks:
CS Player(s) of the Week:Joel PassenReferrals & Recommendations:Myers BriggsPredictive IndexCulture IndexHeadspaceAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
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Bhavika Kochhar is the founder CS Ladies, is a regular in the CS meetup scene, and an all-around ray of sunshine on a cloudy day. Bhavika joins the show to chat customer renewals, how she views the renewal conversation, and Dillon convinces her to abandon her positive attitude and commiserate with him for another session of BS in CS.
Who is Bhavika Kochhar?
LinkedInLinks:
CS Player(s) of the Week:Jay NathanReferrals & Recommendations:The Chief Customer Officer Playbook by Rod CherkasAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
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Mickey Powell is a co-founder and the head of Go To Market for UpdateAI. Mickey is a dedicated student of the generative AI movement, and he joins the pod to help us run the bases, including how AI tools have helped him be more productive, where to be cautious with AI’s usage, and a short historical primer on the Spanish Flu - who knew!
Who is Mickey Powell?
LinkedInUpdateAILinks:
CS Player(s) of the Week:Daphne Costa LopesBrandon CestroneJon JohnsonReferrals & Recommendations:TherapyAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
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Larry Raines is the founder and principal consultant for his brand new consultancy, Customer Success v3. Larry joins LTV to share his theories on Customer Success - where it is today and where it’s headed tomorrow. He and Dillon also touch on why a CSM plugged into the current events of their industry will always perform better and why Larry doesn’t think AI will steal all of our jobs (yay!).
Who is Larry Raines?
LinkedInCustomer Success v3Links:
Hakan Ozturk’s tweet on staying up to dateCS Player(s) of the Week:Taylor HodgesTerry ByerlyPraful AkellaMatt HarberReferrals & Recommendations:Participate, learn, and share your experiences with others!About this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
Find us on Instagram and TikTok at @lifetimevaluepodcast.
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Jay Goy is the Head of Customer Success at Voltaiq. He joins Lifetime Value this week to share his unique path from military service to DEA Agent to Customer Success leader, how he handles the Customer Support function with a highly technical product, and Jay brings the heat with his take on BS in CS.
Who is Jay Goy?
Jay is a former federal agent and enjoys his privacy. Reach out to Dillon to get in touch with Jay.Links:
CS Player(s) of the Week:Jason LemkinReferrals & Recommendations:IkigaiGetting to Yes by Roger Fisher, William Ury, & Bruce PattonAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
Find us on Instagram and TikTok at @lifetimevaluepodcast.
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Rob Zambito is the founder of Customer Success consultancy Success Scaled. He joins the show to debate whether Customer Success can follow a formula, what separates good from better from best when it comes to being a CSM, and why making a customer problem sound worse than it really is may help you in the long run.
Who is Rob Zambito?
LinkedInSuccess [email protected]Links:
Ziv Peled on why he loves the role of CSMMax Bevilacqua & Mindful NegotiatingCS Player(s) of the Week:Ryan JohansenReferrals & Recommendations:Women of Customer SuccessLauren SalanitroAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
Find us on Instagram and TikTok at @lifetimevaluepodcast.
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Brittany Casey, Lead Customer Success Manager at Docusign, joins the show to discuss the criticality of partnering closely with your Sales org (and, really, every org at your company) and the danger of getting caught just going through the motions.
Who is Brittany Casey?
LinkedInTikTokLinks:
Kevin Chiu’s post on why Sales is paid more than CSCS Player(s) of the Week:Marija Skobe-PilleyDaniel GarciaDanny LuuReferrals & Recommendations:The Challenger Sale by Matthew Dixon and Brent AdamsonCustomer Success by Nick Mehta, Dan Steinman, and Lincoln MurphyAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
Find us on Instagram and TikTok at @lifetimevaluepodcast.
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Jeff Breunsbach is Director of Brand at Higher Logic, co-founder of the Gain Grow Retain community and co-host of the Gain Grow Retain podcast. Jeff stops by to discuss what scaled CS means (and doesn’t mean), sacrificing a meeting or action item in order to provide your customer some much-needed grace, and (I don’t know how we keep doing this) Jeff gives his take on yet another overused three-letter CS acronym. To top it off, we let Jeff tell us which customer from his past he would have liked to give the Office-Space-printer treatmeant (IYKYK).
Who is Jeff Breunsbach?
LinkedInHigher LogicGain Grow RetainLinks:
CS Player of the Week:Daphne Costa LopesGreg DainesReferrals & Recommendations:ChartrThe My First Million podcastAbout this podcast:
If you like what you've heard, please rate this podcast and subscribe to be notified of new episodes.
This podcast is written, produced, and edited by Dillon Young. You can find him on LinkedIn.
Please direct all inquiries to [email protected].
Find us on Instagram and TikTok at @lifetimevaluepodcast.
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