Videos

Episode 116: We need to get more creative with how we think about costs and returns. Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Rethinking professional services in SaaS 00:01:30 - Professional services vs. service professionals 00:03:27 - Creative financing for professional services 00:05:38 - The value…

Episode 115: Does the rise of artificial intelligence signal the final death knell for the 40 hour workweek? Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The end of the 40-hour workweek 00:01:32 - Wrapping up the CS Festival in Boston 00:03:06 - AI’s integration into customer…

Episode 114: Dillon talked on an empathy panel - can you believe it? Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The misconception of hiring for empathy 00:00:32 - Welcome to the daily standup with Lifetime Value 00:01:35 - Spaghetti threads of customer success 00:02:25 - The…

Episode 113: Gumption, do CSMs have it? Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The value of a “never say die” attitude 00:01:35 - Be annoying: hounding execs for results 00:04:00 - Is putting a meeting on the calendar too bold? 00:05:03 - Taking ownership vs.…

Episode 112: Recapping their time at CS Festival Boston, the guys talk executive sponsorships. Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Together at last 00:02:37 - The power of executive sponsorship 00:04:00 - Challenges in reaching top executives 00:04:53 - Shocking stats on attrition and retention…

What's a must have versus a nice to have when it comes to hiring customer success managers? Sign up for Lifetime Value's newsletter!: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:10 - Importance of sales experience in CS 00:02:22 - What makes a great CSM candidate 00:05:57 - Key traits: curiosity…

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 - Curiosity: The key to better customer conversations 00:08:21 - Pausing to let…

Andrew Shapiro wants to save you money and heartburn by designing a better interview. Sign up for Lifetime Value's newsletter, with news you can use for early stage technology professionals: https://lifetimevalue.link/subscribe Timestamps: 00:00:00 - Intro 00:01:14 - The problem with interview training 00:02:30 - Rob’s strategy for combating hiring bias…

Kristi and Stino share tips on how to react when your biggest fan at your customer picks up and walks out. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:58 - Peggy’s challenge: Replacing an executive sponsor 00:03:57 - Building relationships with new execs 00:07:27 -…

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 00:01:26 - Christian’s journey into customer success 00:02:11 - The third wave of customer success after NRR 00:05:15…

Morgan Strong is a solo CS pro responsible for it all - how does she keep her head on straight? Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - A taste for sheetrock 00:02:00 - Focus on onboarding for success 00:03:48 - The…

The first double-length episode: what is the purest definition of the customer success role? Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions (unlike this episode): https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The philosophy 00:01:02 - Defining pure customer success 00:03:17 - Is hybrid CS diluting…

Jim Gonzales wants you to ask yourself: how are you? Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe Timestamps: 00:00:00 - 988 00:01:01 - Jim’s journey into customer success 00:01:41 - Job hunting and mental health 00:02:52 - A life-changing encounter on the Golden Gate Bridge 00:05:39 - Finding identity outside…

Jeff Moss needs us all to get back to basics and learn how to just stand up. Subscribe to our (not so serious) industry newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:50 - The two things we don’t understand 00:02:59 - Why retention is overrated 00:04:06 - Expanding customers during…

Sarah Betts loves data, but she hates an inappropriate benchmark a whole lot more. Sign up for the Lifetime Value newsletter here: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - One hundred 00:01:12 - A passion for customer support 00:01:49 - Benchmarking vs personalized data 00:02:37 - Why benchmarking can mislead 00:04:16 -…

Joy Holmes thinks we ought not to touch revenue with a ten foot pole. Listen to learn why. Subscribe to the Lifetime Value newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:23 - Sales and customer service role confusion 00:02:26 - What is customer success really? 00:03:56 - The importance of…

Sarah Desjardins has a storied career in CS Ops, and she firmly believes no company should do without. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:23 - Sarah’s focus on CS Ops 00:02:10 - The challenge with processes in CS teams 00:03:37 - Ensuring teams…

The show celebrates its one hundredth episode. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 - Intro 00:01:14 - Celebrating triple digits 00:02:43…

Diego Tjen-A-Tak shares how he's using AI to work smarter. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:09 - AI’s impact on customer success roles 00:03:25 - Using generative AI for success planning 00:05:28 - Challenges for smaller organizations in success planning 00:06:11 - Exploring…

Cinthia Silva foresees a merging of titles. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:02 - Blurring the lines between CSM and account management 00:03:02 - Defining the difference: CSM vs account management 00:04:35 - The importance of identifying the right ICP 00:05:41 - Commercial…

Asha May saw the marriage of customer success and marketing long ago - why do some still have trouble seeing it even now? Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The smell of customer marketing 00:00:47 - Introducing Asha May 00:02:14 - Missed opportunities in CS…

You can't swing a dead cat these days without hitting a couple "experts." But JP has noticed something about so-called expertise - it's easier than ever to claim, but the real stuff seems harder than ever to find. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO…

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. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:25 - Anika’s journey: 13 years…

Linda Lipovetsky thinks CS professionals are unique in a number of hard-to-detail (but not impossible) ways. Sign up for the Lifetime Value newsletter here: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:33 - The misunderstood value of CSMs 00:04:11 - Building trust in customer relationships 00:06:08 - The role of curiosity…