The Daily Standup

BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business.⏱️ Timestamps:00:00:00 - The science00:01:37 - The customer success statement that triggered Ed00:03:02 - “Customers churn because of value” debate begins00:05:10 - Value and cost as intertwined factors00:06:30 - Value is relative, not absolute00:07:28 - How we evaluate vendors and decisions00:08:38 - The six factors that drive perceived value00:09:25 - What CSMs should understand about cost and value00:10:09 - Real-world example of cost affecting customer loyalty00:11:53 - Philosophy behind value and customer experience​📺 Lifetime Value: Your Destination for Customer Success contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Ed Powers:Ed's LinkedIn: https://www.linkedin.com/in/ed-powers-ab5315/Mentioned in this episode:LTV ShopFrameworks contestThe Segment

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 JP01:32 - Understanding Customer Obsession06:34 - Measuring Impact and Consistent Outcomes07:41 - Building Relationships and Personalization09:04 - Sky Netting Their Asses: Gathering Customer Information10:09 - Curiosity and Focusing on the Customer11:00 - Heated Seats: Providing Comfort and Value11:25 - Conclusion and Farewell 📺 Lifetime Value: Your Destination for Customer Success contentWebsite: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/ 👋 Connect with Betsy Gilfillan:Betsy's LinkedIn: https://www.linkedin.com/in/betsyg/Mentioned in this episode:Frameworks contestThe SegmentLTV Shop

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 - Hoodwinked00:01:43 - A size inconsistency00:02:09 - Whiplash00:03:06 - CS and revenue responsibilities00:04:14 - Justifying CS roles00:05:10 - CS as revenue protectors00:07:17 - Impact over chuckles in CS00:08:22 - CS role specialization00:11:10 - Sales vs. CS goals00:12:14 - Companies making wrong decisions00:12:32 - Like, comment, and subscribe!📺 Lifetime Value: Your Destination for Customer Success contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Jon Johnson:Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/Mentioned in this episode:Frameworks contestLTV ShopThe Segment

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 00:01:14 - What's on your mind, Viviana? 00:01:26 - Navigating multicultural customer success 00:03:31 - Bridging gaps in a globalized world 00:04:37 - Curiosity and context: keys to success 00:06:59 - Fun facts about cultural differences in business 00:07:37 - Nuances of customer playbooks in global settings 00:09:11 - Rob’s Italian wedding: customer success or chaos? 00:10:04 - Empathy, neurodiversity, and perspective📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Viviana Bertinetto:Viviana's LinkedIn: https://www.linkedin.com/in/viviana-bertinetto-43232413/Mentioned in this episode:The SegmentLTV ShopFrameworks contest

Episode 146: The guys debate the proper customer success compensation structure.⏱️ Timestamps:00:00:00 - Intro00:01:04 - Talking turkey: variable comp ideas 00:03:11 - The pitfalls of broad comp goals 00:04:01 - JP’s take on perfect variable comp 00:06:49 - Incentives, quotas, and commissions 00:10:03 - Keep comp plans simple and clear 00:11:38 - The reality of ambiguous comp plans 00:12:44 - Driving behavior with transparency 00:13:12 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/Mentioned in this episode:LTV ShopThe SegmentFrameworks contest

Episode 124: Dr. Mike Lee is a CS traditionalist, and he has thoughts about the state of the industry.⏱️ Timestamps:00:00:00 - Intro00:02:00 - Revenue focus: a customer success dilemma 00:04:31 - The happy medium or a needed firewall? 00:06:09 - Can sales enhance customer relationships? 00:08:00 - Trust first, then revenue follows 00:10:26 - The pressure of quotas in customer success 00:12:28 - The key to balancing rewards and retention 00:14:02 - Teaser: Dr. Mike's thoughts on commissions📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Dr. Mike Lee:Mike's LinkedIn: https://www.linkedin.com/in/-mikelee/Mentioned in this episode:Frameworks contestLTV ShopThe Segment

Episode 144: Michaela Carpenter gives a history lesson.⏱️ Timestamps:00:00:00 - Intro00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism syndrome impact 00:03:08 - How Slovakia’s customer mindset is shifting 00:04:24 - Cultural nuances in customer success 00:07:50 - Facing competition: A new era for Slovakia 00:09:09 - NPS: How Slovakian companies measure happiness 00:09:20 - Global perspectives on customer success evolution📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Michaela Carpenter:Michaela's LinkedIn: https://www.linkedin.com/in/michaela-carpenter-59b60b295/Mentioned in this episode:The SegmentLTV ShopFrameworks contest

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-----es00:02:30 - Giving Kristi her flowers00:03:15 - Collaboration with sales challenges00:04:35 - The tension between CS and sales00:05:22 - JP’s approach to sales relationships00:07:03 - Rob’s counterintuitive solution00:09:30 - Importance of feedback mechanisms00:11:00 - Like, comment, and subscribe!📺 Lifetime Value: Your Destination for Customer Success contentSubscribe: https://lifetimevalue.link/youtubesubWebsite: https://www.lifetimevalue.show🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/👋 Connect with Kristi Faltorusso:Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/Mentioned in this episode:Frameworks contestThe SegmentLTV Shop

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 manifesto00:01:26 - Christian’s journey into customer success00:02:11 - The third wave of customer success after NRR00:05:15 - Pushback: Prioritizing customer referrals00:06:42 - Measuring CSM impact on new customer acquisition00:07:47 - Advocacy and referrals: The key to growth00:09:54 - Driving revenue with lower acquisition costs00:10:37 - Monetizing advocacy and its impact on margins00:10:46 - F1 winner predictions: Verstappen or Norris?00:11:00 - Wrapping up: A 10-part manifesto series?📺 Lifetime Value: Your Destination for Customer Success contentSubscribe: https://lifetimevalue.link/youtubesubWebsite: 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 Christian Jakenfelds:Christian's LinkedIn: https://www.linkedin.com/in/christianjakenfelds/Mentioned in this episode:Frameworks contest

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 success00:01:23 - The Evolving Role of Customer Success00:02:20 - Understanding the Business Model00:03:09 - The Complexity of Customer Success00:04:03 - Unhinged Customers00:05:00 - Feeding the addiction00:05:55 - It's just a metaphor, bro00:07:01 - For the love of the game00:08:10 - Like, comment, and subscribe!📺 Lifetime Value: Your Destination for Customer Success contentSubscribe: https://lifetimevalue.link/youtubesubWebsite: https://www.lifetimevalue.show🤝 Connect with the hosts:Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoungJP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/Mentioned in this episode:Frameworks contest