The Regifting Extravaganza #18: Diane Gordon (previously aired Nov 11, '24)

Dave Jackson isn't afraid to shake things up. In this episode of The Daily Standup, he envisions a world without customer success.⏱️ Timestamps:00:00:00 - In a world without customer success00:00:34 - Welcoming Dave Jackson to The Daily Standup00:01:55 - Defining customer success00:02:22 - Misalignment in CS understanding00:03:12 - Frank Slootman’s controversial take00:04:15 - Company-wide philosophy debate00:06:07 - Silos and CS challenges00:08:55 - JP’s adaptable approach00:10:40 - Customer-led growth vision00:12:07 - Focus on capability over structure📺 Lifetime Value: Your Destination for Customer Success contentWebsite: https://www.lifetimevaluemedia.com🤝 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 Dave Jackson:Dave's LinkedIn: https://www.linkedin.com/in/davidjacksonuk/Mentioned in this episode:The SegmentFrameworks contestLTV Shop

Getting promoted into leadership is still the ultimate goal for most. Kristi and Stino challenge the notion and, if you're still interested, tell you what to look out for.Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe⏱️ Timestamps:00:00 - A blonde debut01:57 - Climbing the CS ladder02:30 - Finding your “why” in leadership04:00 - Managing expectations upfront06:16 - Organizational philosophy on CS08:01 - Asking for support as a leader09:14 - Realistic targets and KPIs11:43 - Knowing the team dynamics13:28 - Investing in leadership development16:08 - Product innovation and customer value18:47 - Wrapping up 2024 and looking ahead📺 Lifetime Value: Your Destination for GTM contenthttps://www.lifetimevaluemedia.com💁‍♀️💁‍♂️ Connect with the hosts:Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/Kristi's website: https://www.kristifaltorusso.com/Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/Key topics: leadership, career journey, management, new leader, promotionMentioned in this episode:LTV ShopThe Segment

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 Standup00:01:36 - Simplifying Customer Success00:03:03 - Simplifying Processes for Better Scalability00:04:24 - Making Customer Success Accessible00:05:37 - The Influence of Hospitality in Customer Success Strategy00:06:49 - The Importance of Limes in the Recipe00:08:04 - Simplifying the role of the CSM00:09:31 - Maximizing Customer Calls for Better Results00:10:51 - Wrapping up with Ornella00:12:11 - Like, Subscribe, and Comment! 📺 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 Ornella Jacobs:Ornella's LinkedIn: https://www.linkedin.com/in/ornella-jacobs/Mentioned in this episode:Frameworks contestLTV ShopThe Segment

Episode 119: Russell Bourne has one deceptively easy suggestion for becoming less reactive.⏱️ Timestamps:00:00:00 - Intro00:01:28 - The importance of setting clear goals 00:02:15 - Avoiding workplace whack-a-mole 00:04:13 - Investor impact on business goals 00:06:22 - Consulting insights: early-stage companies 00:06:41 - The pyramid principle for goal alignment 00:08:59 - JP’s experience with team alignment 00:12:03 - Practical tip: start with why goals matter 00:12:33 - Wrapping up with a touch of humor📺 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 Russell Bourne:Russell's LinkedIn: www.linkedin.com/in/russellbourneMentioned in this episode:Frameworks contestThe SegmentLTV Shop

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:00:00:01 - Dismantling the QBR00:01:08 - Jess Cohen, Head of CS at UpdateAI00:02:00 - Jess's novel idea00:03:32 - Engaging versus rote QBRs00:04:38 - Replacing blank screens with AI00:06:09 - Using data as discussion starters00:08:02 - Proactive versus reactive QBRs00:11:01 - Value landmines in customer success00:12:33 - 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 Jess Cohen:Jess's LinkedIn: https://www.linkedin.com/in/jessicalaurencohen/Mentioned in this episode:Frameworks contestThe SegmentLTV Shop

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 Customers00:02:49 - Finding effective communication methods00:03:51 - Understanding Customer Non-Responsiveness00:04:56 - Assuming the best in intention00:06:06 - Adding Value as a Business Partner00:07:21 - Improving Email Responses00:08:40 - Tips for getting facetime with customers00:09:44 - Asking the Right Questions00:11:03 - 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 Mary Migiano:Mary's LinkedIn: https://www.linkedin.com/in/marymigiano/Mentioned in this episode:LTV ShopThe SegmentFrameworks contest

Bob London wants everyone to shut up, but for a reason other than you may think.⏱️ Timestamps:00:00:00 - Intro00:02:21 - The lost art of listening00:05:59 - Customer success: Listening vs. forcing value00:06:54 - Curiosity: The key to better customer conversations00:08:21 - Pausing to let the customer share00:09:53 - The power of intentional silence00:12:09 - Tactical advice: Using the mute button to listen better00:12:55 - Keep listening, keep learning📺 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 Bob London:Bob's LinkedIn: https://www.linkedin.com/in/boblondon/Mentioned in this episode:The SegmentLTV ShopFrameworks contest

Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high.⏱️ Timestamps:00:00:00 - Intro00:00:54 - A customer experience nerd 00:01:31 - Struggling with retention forecasting 00:02:50 - Trust no health score 00:03:10 - Health scores: More of a guessing game? 00:04:36 - Keep sentiment and health scores separate 00:05:56 - Can AI solve the accuracy gap? 00:06:23 - The risk of equating happiness with renewal 00:09:00 - Blind spots in customer predictions📺 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 Diane Gordon:Diane's LinkedIn: https://www.linkedin.com/in/gordondiane/Mentioned in this episode:Frameworks contestThe SegmentLTV Shop

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 - Intro00:01:25 - Anika’s journey: 13 years in post-sales success 00:02:46 - Money matters in customer success 00:03:48 - A shift in mindset: revenue and CS 00:05:31 - Rob’s startup story: revenue from CS 00:08:05 - Manufacturing epiphanies: coaching for success 00:09:25 - Investing in CS coaching vs. sales training 00:11:14 - Impact-driven CS: revenue at the core📺 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 Anika ZubairAnika's LinkedIn: https://www.linkedin.com/in/anikazubair/Mentioned in this episode:LTV ShopThe SegmentFrameworks contest

Amidst an AI surge, Richard Blank believes in language more than ever.⏱️ Timestamps:00:00:00 - Intro00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 - Why Costa Rica? The appeal of a nearshore BPO 00:06:00 - Language, cultural nuances, and the home run close 00:07:05 - The irreplaceable human touch in customer support 00:10:55 - Speech craft: The art and strategy of communication 00:12:42 - Wrapping up: Time to make this a series!📺 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 Richard Blank:Richard's LinkedIn: https://www.linkedin.com/in/costaricascallcenter/Mentioned in this episode:The SegmentLTV ShopFrameworks contest