Episodes

Episode 141: Someone figured it all out. ⏱️ Timestamps: 00:00:00 - Intro 00:01:40 - The gamification of everyday life 00:02:24 - Reddit's CSM MVP debate 00:03:44 - Is "earning respect" the right approach? 00:05:21 - Challengi...

Episode 140: Jenny Calvert wants you to earn the right to scale. ⏱️ Timestamps: 00:00:00 – Humans vs automation from day one 00:00:33 – Introducing the hosts and the guests 00:01:45 – The overcomplication of customer success ...

Episode 139: How can you stay ahead of CS globalization? Dana Soza has some ideas. ⏱️ Timestamps: 00:00:00 - Challenges in customer success today 00:00:27 - Introduction to the daily standup 00:01:02 - Dana’s impressive back...

Episode 138: Most companies are squandering a golden opportunity. ⏱️ Timestamps: 00:00:00 - Everyone wants success, no one wants data work 00:00:23 - Introducing Irwin 00:01:27 - Why customer contact databases fall short 00:0...

Renewal negotiations have the potential to get out of hand. Kristi and Stino give their best tips for preventing things going sideways. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Times...

Episode 137: 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 f...

Episode 136: What's the changing of one little letter mean, anyways? ⏱️ Timestamps: 00:00:00 - Intro 00:01:21 - Customer success vs. customer experience 00:02:33 - Do titles even matter at all? 00:03:32 - CX vs. CS: Is it jus...

Episode 135: Recently, Diana De Jesus stopped caring what you think. ⏱️ Timestamps: 00:00:00 - Intro 00:01:00 - Meet Diana De Jesus, new GM at Stand the F Out 00:01:40 - Transitions in customer success roles 00:03:23 - Balanc...

Episode 134: James Lawson tells us what outsiders see when looking in. ⏱️ Timestamps: 00:00:00 - Intro 00:01:01 - James Lawson: A lifetime in customer success 00:02:05 - The CS bubble and its confusion 00:03:54 - Should custo...

Episode 133: Kathryn Vaughn learned how to build her team from the best. ⏱️ Timestamps: 00:00:00 - Intro 00:01:20 - The 1992 Dream Team inspiration 00:04:28 - Building a CS dream team from scratch 00:05:23 - Do successful CS ...

Episode 132: Marc Ray thinks we're losing the plot. ⏱️ Timestamps: 00:00:00 - Intro 00:01:08 - Marc's background in customer success 00:01:39 - Over-complicating customer success strategies 00:02:42 - Aligning teams and simpl...

Episode 131: Are you the quarterback, the conductor, or the general contractor? ⏱️ Timestamps: 00:00:00 - Little Robbie the conductor 00:01:13 - What does a CSM really do? 00:03:34 - The CS role as a quarterback 00:05:07 - Ro...

Episode 130: Dillon and Rob debate a CSM's worst nightmare. ⏱️ Timestamps: 00:00:00 - Intro 00:01:59 - Dillon attempts to describe DJ Bobby Z's look 00:03:14 - What's Dillon wearing? DJ Bobby Z guesses wrong 00:03:44 - Asking...

Episode 129: Nir Kalish knows exactly where to begin in order to prove your value. ⏱️ Timestamps: 00:00:00 - Navigating technical and personal pain 00:00:34 - Welcome to The Daily Standup 00:01:02 - Nir’s 12-year journey in c...

Episode 128: Arrows CEO Daniel Zarick is working to solve a universal issue. ⏱️ Timestamps: 00:00:00 - Intro 00:01:50 - Formula One-inspired company name 00:02:31 - Sales-to-onboarding handoff challenges 00:04:29 - Siloed vs ...

How do you serve the "perfect" customer? The one who seems to do it all right. Kristi and Stino unpack that question, and explore what it really means to be a partner to your customers. Subscribe to the Lifetime Value …

Episode 127: Somer Jefferiss has a...perhaps unpopular...take. ⏱️ Timestamps: 00:00:00 - Intro 00:01:26 - Face-to-face relationships matter 00:02:08 - The value of in-person meetings 00:02:56 - Tackling barriers with onsite c...

Episode 126: How do you keep a team engaged during internal meetings? ⏱️ Timestamps: 00:00:00 - Intro 00:01:07 - So we meet again, Reddit 00:02:58 - Rob's framework reveal with 4 Ps 00:04:18 - Reducing meeting fatigue with pu...

Episode 125: Maryann Lazzeri has a secret weapon that she wants to tell you about. ⏱️ Timestamps: 00:00:00 - Intro 00:01:55 - The power of networking in customer success 00:02:12 - Ranking relationships: internal vs. external...

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 123: 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 ...

Episode 122: Stephen Wise knows you know how to CSM. Now, let's start systematizing. ⏱️ Timestamps: 00:00:00 - Intro 00:01:49 - Rethinking product onboarding success 00:03:32 - Defining success: customer vs. product team 00:...

Episode 121: When looking for a new gig, your story says everything. ⏱️ Timestamps: 00:00:00 - Intro 00:00:37 - JP ditches for Miami 00:02:00 - A Reddit dilemma: crafting a CS career story 00:02:42 - Lack of commercial experi...

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:...