Lifetime Value: The Customer Success Podcast

Episode 280: Jonathon Garcia debunks Dillon's fears about everyone's new favorite term: "fractional." ⏱️ Timestamps: 00:00:00 - Intro 00:02:08 - The future is fractional 00:02:53 - Balancing senior and entry roles 00:03:39 - Remote work revolution 00:04:59 - Cautious optimism or concern 00:06:02 - Hiring for outcomes, not people 00:08:03 - Fractional work's social contract 00:11:34 - Planning the next discussion 📺 Lifetime Value: Your Destination for GTM content Website: 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 Jonathon Garcia: Jonathon's LinkedIn: https://www.linkedin.com/jonathanagarcia

Episode 278: Amanda Hershberger is building something from the ground up. ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - Building Agent Fire 00:01:55 - Webinars for scrappy startups 00:03:05 - Structuring webinars effectively 00:04:08 - Engaging through webinars 00:05:14 - Growing webinar attendance 00:06:35 - Rob’s prerecorded webinar mishap 00:09:23 - Tailoring learning for real estate agents 00:10:21 - Repurposing webinar content 📺 Lifetime Value: Your Destination for GTM content Website: 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 Amanda Hershberger: Amanda's LinkedIn: https://www.linkedin.com/in/amandahershberger/

What does digital CS mean nowadays? Kristi and Stino dispel the myth that digital CS means...just send more emails. ⏱️ Timestamps: 00:00:00 - Intro 00:01:20 - Digital CS and playbook fatigue 00:04:42 - Why self-service feels like a chore 00:07:34 - Diagnosing drop-offs in the funnel 00:10:50 - Asking customers what they want 00:12:00 - Attention spans and short-form wins 00:14:13 - Celebrating small customer milestones 00:15:31 - When data isn't delivering outcomes 00:17:09 - Using AI to analyze anonymized data 00:19:47 - Prompt crafting for actionable insights 00:21:26 - Knowing when to walk away from Chatty 📺 Lifetime Value: Your Destination for GTM content https://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: digital customer success, email marketing, customer service

Episode 277: Ricardo Araujo knows where to find the good feedback. ⏱️ Timestamps: 00:00:00 - Intro 00:01:35 - Thoughts on customer success 00:02:57 - Everyone's job vs. nobody's job 00:04:28 - Reading public reviews 00:06:56 - Expanding customer engagement 00:07:18 - Sales team learning by visiting 00:10:15 - Importance of customer proximity 00:12:46 - Building product feedback loops 📺 Lifetime Value: Your Destination for GTM content Website: 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 Ricardo Araujo: Ricardo's LinkedIn: https://www.linkedin.com/in/ricardonevesaraujo

Episode 276: Rob, JP, and Dillon discuss effective pulse checks with your customers. ⏱️ Timestamps: 00:00:00 - Intro 00:01:24 - Quick pulse check insights 00:02:39 - Creative feedback techniques 00:03:34 - Building trust with questions 00:05:38 - Timing is everything 00:07:15 - The QBR question dilemma 00:12:04 - Measuring customer happiness 00:13:27 - Wrapping up 📺 Lifetime Value: Your Destination for GTM content Website: 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/

Episode 275: Chad Horenfeldt knows CSMs are seeing more pressure than ever. ⏱️ Timestamps: 00:00:00 - Intro 00:01:30 - A book in the making 00:02:52 - Under pressure 00:06:08 - Strategic CSMs 00:07:25 - Navigating workplace dynamics 00:10:22 - Defining strategy 00:14:22 - Action speaks louder 00:15:51 - Moving forward 📺 Lifetime Value: Your Destination for GTM content Website: 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 Chad Horenfeldt: Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

Episode 274: The usually affable Bob London has got a bone to pick. ⏱️ Timestamps: 00:00:00 - Intro 00:02:05 - Airport AMAs and LinkedIn tales 00:03:03 - LinkedIn parody and engagement 00:05:31 - Bob's satirical posts 00:06:42 - Social media madness 00:08:01 - Social personas vs. reality 00:10:24 - Comedy and authenticity 00:12:27 - The power of choice and control 📺 Lifetime Value: Your Destination for GTM content Website: 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 Bob London: Bob's LinkedIn: www.linkedin.com/in/boblondon

Episode 273: Monica Stewart wants to know how we get to value sooner. ⏱️ Timestamps: 00:00:00 - Intro 00:01:31 - The big question on customer success 00:01:48 - Vendor mishaps and lessons learned 00:05:27 - Why traditional sprints fail 00:07:04 - Rob's show and tell inspiration 00:08:33 - The power of focused sprints 00:11:03 - Internal dysfunction challenges 00:12:21 - Positivity and customer engagement 📺 Lifetime Value: Your Destination for GTM content Website: 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 Monica Stewart: Monica's LinkedIn: https://www.linkedin.com/in/monica-stewart/

Episode 272: Laura Kightlinger is on a journey to find the balance. ⏱️ Timestamps: 00:00:00 - Intro 00:02:01 - The focus struggle in CS 00:02:38 - AI's role in modern efficiency 00:03:54 - Time management and side projects 00:06:20 - The exhaustion of context switching 00:07:24 - Meditation and resisting distraction 00:11:18 - Finding balance in a noisy world 00:13:05 - Wrapping up the conversation 📺 Lifetime Value: Your Destination for GTM content Website: 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 Laura Kightlinger: Laura's LinkedIn: https://www.linkedin.com/in/laurakightlinger

Episode 271: Jeff Moss returns to chat the rapid evolution of AI in the workplace. ⏱️ Timestamps: 00:00:00 - Legal automation and AI's impact 00:00:30 - Meet the standup team 00:01:17 - Jeff's journey in customer success 00:02:17 - The perfect haircut experience 00:03:11 - AI: Savior or just a tool? 00:05:35 - Education's AI curriculum 00:06:14 - Gaps and challenges in AI 00:12:12 - Responsibility in the AI era 00:28:01 - Future skills and AI's evolution 00:37:32 - Philosophy, reasoning, and AI 00:46:18 - Lessons from food innovators 📺 Lifetime Value: Your Destination for GTM content Website: 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 Jeff Moss: Jeff's LinkedIn: https://www.linkedin.com/in/jeff-moss-ep/

Episode 270: Andrea Wojnicki wants you to double down on your unique strengths. ⏱️ Timestamps: 00:00:00 - Intro 00:02:02 - The power of personal branding 00:03:28 - Foundation of professional growth 00:03:47 - JP's LinkedIn journey 00:05:46 - Two-step branding process 00:07:58 - Communication before clarity 00:09:00 - Aspirations in personal branding 00:10:50 - Final thoughts and takeaways 📺 Lifetime Value: Your Destination for GTM content Website: 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 Andrea Wojnicki: Andrea's LinkedIn: https://www.linkedin.com/in/andreawojnicki/

Episode 269: Therese Mucherie is looking to the future. ⏱️ Timestamps: 00:00:00 - Intro 00:02:18 - Evolution of customer success 00:04:41 - Rethinking KPIs in CS 00:06:00 - AI's role in personalizing service 00:07:41 - Commercial vs non-commercial debate 00:09:35 - Everyone's selling, but how? 00:10:41 - Global perspectives on SaaS 00:11:46 - Cultural nuances in business 📺 Lifetime Value: Your Destination for GTM content Website: 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 Therese Mucherie: Therese's LinkedIn: linkedin.com/in/therese-mucherie-bb633757

Episode 268: Noble Todd describes how he made the leap from sales to customer success. ⏱️ Timestamps: 00:00:00 - Intro 00:02:07 - What’s on Noble's mind about CS 00:03:01 - Transitioning from sales to CS 00:04:17 - JP's tips for CS success 00:08:24 - The challenge of landing a CS role 00:09:56 - Rob's unexpected sales journey 00:12:48 - Rob’s value model of expansion selling 00:13:48 - Noble's thoughts on discovery and solutions 📺 Lifetime Value: Your Destination for GTM content Website: 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 Noble Todd: Noble's LinkedIn: LinkedIn.com/in/nobletodd

When total and complete automation is within reach, do you let it take over? Kristi and Stino share their thoughts on what makes customer success...customer success. ⏱️ Timestamps: 00:00:00 - Botox and burnout in CS 00:03:24 - Personalization vs. product-led growth 00:04:03 - Losing the human touch in PLG 00:06:07 - Segmentation and scalable white glove 00:07:37 - Using product data for personalization 00:09:07 - Internal workflows vs. customer behavior 00:10:47 - Low-budget ways to personalize onboarding 00:11:46 - Collaborating with customers on design 00:12:42 - Scaling support without losing CSAT 00:14:12 - Categorizing tickets to find the root cause 00:17:05 - AI and documentation to reduce burnout 00:20:23 - Socializing support data with leadership 📺 Lifetime Value: Your Destination for GTM content https://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: artificial intelligence, personalization, customer support

Episode 267: Laura Condy returns to the show to play a little game. ⏱️ Timestamps: 00:00:00 - Intro 00:02:24 - Traits in CS leadership 00:03:30 - Green flags in leaders 00:05:50 - The value of humility 00:06:46 - Realistic goals over lofty dreams 00:09:00 - Astrology and work life 00:11:08 - Rule number six revealed 00:11:41 - The power of taking PTO 00:12:48 - The ulterior motive unveiled 📺 Lifetime Value: Your Destination for GTM content Website: 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 Laura Condy: Laura's LinkedIn: www.linkedin.com/in/laura-condy

Episode 266: In a new era of work, have the boundaries within it changed? ⏱️ Timestamps: 00:00:00 - Intro 00:01:16 - The awkward Reddit post 00:02:10 - Anodyne responses explored 00:03:15 - Romantic intentions revealed 00:04:59 - Navigating workplace boundaries 00:06:54 - Remote work relationships 00:07:33 - Dynamics and drama at the office 00:08:54 - Power dynamics and misreads 00:11:28 - Risky business of office romance 📺 Lifetime Value: Your Destination for GTM content Website: 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/

Episode 265: Ezra Zimbler worked at LinkedIn for over ten years, and now he's his advice on how to harness it. ⏱️ Timestamps: 00:00:00 - Intro 00:02:15 - The good and bad of LinkedIn communities 00:03:17 - The art of self-quoting 00:04:01 - LinkedIn for job seekers 00:07:54 - Authenticity on LinkedIn 00:09:25 - Defining authenticity 00:10:28 - LinkedIn's vision revealed 00:11:29 - The algorithm's riddle solved 📺 Lifetime Value: Your Destination for GTM content Website: 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 Ezra Zimbler: Ezra's LinkedIn: https://www.linkedin.com/in/ezimbler/

Episode 264: Karin Dgana shares the roadmap for non-managerial customer success. ⏱️ Timestamps: 00:00:00 - Intro 00:01:28 - Motivation behind Intelligent Success 00:02:40 - Building a CS career beyond leadership 00:03:44 - Navigating leadership possibilities 00:06:25 - Path to independence in CS roles 00:08:08 - Staying motivated amid change 00:10:33 - Solving big problems as an IC 00:12:34 - Mastering the art of saying no 📺 Lifetime Value: Your Destination for GTM content Website: 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 Karin Dgana: Karin's LinkedIn: https://www.linkedin.com/in/karin-dgana-a1a16033/

Episode 263: Akash Sorathia is trying to crack the code on the new revenue mindset. ⏱️ Timestamps: 00:00:00 - Intro 00:02:20 - Revenue-driven mindset shift 00:02:50 - Misalignment and clear roles 00:04:12 - Building a hungry CS team 00:05:22 - Relationship selling mastery 00:06:07 - Goal-oriented CS approach 00:08:39 - Structuring for CS success 00:09:15 - Say no to spiffs 📺 Lifetime Value: Your Destination for GTM content Website: 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 Akash Sorathia: Akash's LinkedIn: https://www.linkedin.com/in/akashsorathia/

Episode 262: De'Edra Williams returns, even more fabulous than before. ⏱️ Timestamps: 00:00:00 - Intro 00:02:04 - Introducing the fab five 00:04:05 - Star Trek character analogies 00:06:23 - Khan as churn 00:07:27 - Implementing the strategy 00:09:26 - Funding the Starship Enterprise 00:11:51 - Vision for customer success 00:12:42 - May the force be with you 📺 Lifetime Value: Your Destination for GTM content Website: 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 De'Edra Williams: De'Edra's LinkedIn: https://www.linkedin.com/in/deedraswilliams/