Episodes

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. ⏱️ Timestamps: …

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! 00:0...

Bob London wants everyone to shut up, but for a reason other than you may think. ⏱️ Timestamps: 00:00:00 - Intro 00:02:21 - The lost art of listening 00:05:59 - Customer success: Listening vs. forcing value 00:06:54 - Curiosi...

Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high. ⏱️ Timestamps: 00:00:00 - Intro 00:00:54 - A customer experience nerd 00:01:31 - Struggling with retention forecasting 00...

Anika Zubair is just gonna say it: we in CS ought to be acting a lot more like salespeople. And in so doing, should get a lot of the same resources, too. ⏱️ Timestamps: 00:00:00 - Intro 00:01:25 - Anika’s …

Do you find difficult conversations... too difficult? Like, you just avoid them entirely until shit blows up in your face? ...no? Well, then you haven't quite fucked up like we have. In this episode, we welcome a very specia...

Amidst an AI surge, Richard Blank believes in language more than ever. ⏱️ Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work cult...

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 maint...

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. ⏱️ Timestamps: 00:00:00 - What's next? 00:0...

Matt Bennett of Ritten.io spends much of his day thinking about mental health. He comes onto the show to pose some questions about how to optimize it while working in customer success. Timestamps: 00:00:00 - Managing the noi...

Episode 117: Ryan Deal has some tips on how best to present yourself, both professionally and personally. ⏱️ Timestamps: 00:00:00 - Welcoming the lifers 00:01:01 - Meet Ryan, from salesperson to CS leader 00:02:47 - How perso...

BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business. ⏱️ Timestamps: 00:00:00 - The science 00:01:37 - The customer success statement that triggered Ed 00:03:02 - “Customers churn because of value” de...

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: …

Jon Johnson's got a bit of whiplash over what the talking heads say we ought to be doing all day. ⏱️ Timestamps: 00:00:00 - Hoodwinked 00:01:43 - A size inconsistency 00:02:09 - Whiplash 00:03:06 - CS and revenue responsibili...

Episode 120: Italian expat Viviana Bertinetto wants to remind you big of a world it is out there. ⏱️ Timestamps: 00:00:00 - Meeting the crew: warm welcomes all around 00:00:38 - Viviana Bertinetto: CCO of a global startup 00:...

Episode 146: The guys debate the proper customer success compensation structure. ⏱️ Timestamps: 00:00:00 - Intro 00:01:04 - Talking turkey: variable comp ideas 00:03:11 - The pitfalls of broad comp goals 00:04:01 - JP’s take ...

Episode 124: Dr. Mike Lee is a CS traditionalist, and he has thoughts about the state of the industry. ⏱️ Timestamps: 00:00:00 - Intro 00:02:00 - Revenue focus: a customer success dilemma 00:04:31 - The happy medium or a need...

Episode 144: Michaela Carpenter gives a history lesson. ⏱️ Timestamps: 00:00:00 - Intro 00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism s...

Kristi Faltorusso is as successful as they come in customer success. And yet, she too still struggles to unlock the perfect CS / Sales relationship. ⏱️ Timestamps: 00:00:00 - Kumbaya b-----es 00:02:30 - Giving Kristi her flo...

Christian Jakenfelds sees a new wave of customer success, with a brand new metric to go along with it. Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - A manifesto 00:01:...

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 success 00:01:23 - The Evolving Role of Customer Success 00:02:20 - ...

By all accounts, Kinsey Wheelis knows what she's doing. Still, imposter syndrome rears its ugly head. Here are her tips for putting it in its place. Subscribe to the newsletter: https://lifetimevalue.link/subscribe ⏱️ Times...

Episode 149: Rob's thinking of writing a book... ⏱️ Timestamps: 00:00:00 - Intro 00:01:33 - Brainstorming customer success book ideas 00:02:11 - Children's book meets customer success 00:04:05 - Complex analogies: rocketships...

Episode 148: Stephen Wise returns to further elaborate on how he thinks about CS personas. ⏱️ Timestamps: 00:00:00 - Intro 00:02:12 - Key questions to shape your CS strategy 00:03:12 - Understanding product responsibilities p...