The Daily Standup

Episode 263: Akash Sorathia is trying to crack the code on the new revenue mindset.⏱️ Timestamps:00:00:00 - Intro00:02:20 - Revenue-driven mindset shift00:02:50 - Misalignment and clear roles00:04:12 - Building a hungry CS team00:05:22 - Relationship selling mastery00:06:07 - Goal-oriented CS approach00:08:39 - Structuring for CS success00:09:15 - Say no to spiffs📺 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 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 - Intro00:02:04 - Introducing the fab five00:04:05 - Star Trek character analogies00:06:23 - Khan as churn00:07:27 - Implementing the strategy00:09:26 - Funding the Starship Enterprise00:11:51 - Vision for customer success00:12:42 - May the force be with you📺 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 De'Edra Williams:De'Edra's LinkedIn: https://www.linkedin.com/in/deedraswilliams/

Boaz Maor, Chief Customer Officer at Redirect Health, is dedicated to transforming healthcare by prioritizing patient needs. He discusses the importance of Net Promoter Score (NPS) in understanding customer success and navigating the complexities of B2B satisfaction. Boaz shares his mission to make routine care affordable, revealing the challenges of healthcare reform and advocating for transparency in billing. He emphasizes the power of self-awareness and networking in career advancement, showcasing how genuine connections can lead to success.

Episode 260: Clare Knight says "All aboard the onboarding train!"⏱️ Timestamps:00:00:00 - Intro00:02:37 - Controversial suggestion: onboarding in sales 00:03:35 - Aligning incentives between sales and onboarding 00:04:29 - Crossing the promise-to-delivery chasm 00:06:32 - Fighting the trough of disillusionment 00:08:52 - Onboarding as the customer's cheerleader 00:09:11 - Risks and realities of early CS involvement 00:11:21 - Final thoughts on seamless transitions📺 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 Clare Knight:Clare's LinkedIn: www.linkedin.com/in/clarerachelknight

Explore the great debate on product knowledge and its impact on customer success. Discover how understanding the deeper 'why' behind customer interactions can transform service quality. Learn about the essential layers of product expertise needed for effective engagement, and why there's no one-size-fits-all answer to meeting customer demands. Finally, delve into the complexities organizations face in balancing specialized knowledge with relationship-building to enhance overall customer satisfaction.

Episode 258: Majd Maksad is working on something big.⏱️ Timestamps:00:00:00 - Intro00:01:35 - Rethinking customer communication 00:03:02 - Say goodbye to repeating yourself 00:04:43 - You're not Steve: The pain of support calls 00:05:09 - Envisioning autonomous customer success 00:07:03 - The high cost of ignoring AI 00:07:47 - Real-world AI use case: Bug-fixing bots 00:08:39 - Revenue generation over cost cutting 00:10:42 - Wrapping up and what's next in AI CS📺 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 Majd Maksad:Majd's LinkedIn: https://www.linkedin.com/in/majdmaksad/

Episode 257: Brian Hansen is here to help motivate founders AND customers.⏱️ Timestamps:00:00:00 - Intro00:02:25 - Merging humanity with business strategy 00:03:13 - Why founders procrastinate post-sale 00:04:16 - From anxiety to action: Rob’s framework 00:06:11 - Communication: the key to retention 00:07:06 - Courage and growth in the unknown 00:09:10 - Logic versus fear: managing founder anxiety 00:10:23 - Founders don’t know what they don’t know📺 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 Brian Hansen:Brian's LinkedIn: https://www.linkedin.com/in/bhansenconsulting

Episode 256: JP & Dillon uncover what ambition means in the modern career.⏱️ Timestamps:00:00:00 - Intro00:01:20 - Finding value in purposeful work 00:02:58 - Is ambition always a requirement? 00:04:32 - The hidden face of age bias 00:05:38 - Women, families, and ambition gaps 00:07:06 - When promotion isn't the prize 00:08:19 - The cost of hustle culture 00:09:32 - Final thoughts and future debates 00:09:38 - Credits and contact info📺 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/

Episode 255: Lindsey Hulet, a VP of Operations *and* People, sees the internal workings of a tech company from a unique perspective.⏱️ Timestamps:00:00:00 - Intro 00:02:23 - People success mirrors customer success 00:03:21 - Employee lifecycle as the new customer journey 00:05:07 - Analogies between CS and people ops 00:06:42 - The Builder Prime team size and impact 00:07:14 - Creating a benefits backlog 00:08:36 - The power of human-centric employee growth 00:10:49 - When startups should invest in people ops 00:11:24 - Final thoughts and future conversations📺 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 Lindsey Hulet:Lindsey's LinkedIn: https://www.linkedin.com/in/lindseyhulet/

Justin Neal, a customer success strategist with a decade of experience, dives into the evolving landscape of customer success. He discusses how the industry is shifting towards measurable outcomes, moving away from fluff. Justin highlights the challenges posed by economic changes on job roles in customer service and emphasizes the need for a comprehensive approach to operations. He also addresses the mismatch between enterprise needs and resources, shedding light on the future of customer success and its metrics-driven focus.