The Daily Standup

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.

Trust takes center stage in B2B relationships, influencing customer loyalty and experiences. The conversation dives into the difference between personal and organizational trust, emphasizing the four pillars that support customer relationships. It highlights the Ben Franklin effect, where small interactions enhance trust. Consistency is deemed more important than spectacular moments, advocating for reliable service. Ultimately, trust emerges as the ultimate currency in business, shaping recommendations and long-term success.

Episode 252: Scott Shou workshops a challenge: teaching a customer dog new tricks.⏱️ Timestamps:00:00:00 - Intro00:01:18 - Scott’s journey into algorithmic marketing 00:02:02 - Marketers evolving into business builders 00:03:42 - Breaking bad testing habits 00:05:10 - Better testing through communication 00:06:31 - The auto insurance test case 00:08:36 - Measuring rigor over randomness 00:09:14 - How beer started a business bond 00:10:48 - Building better processes through data📺 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 Scott Shou:Scott's LinkedIn: https://www.linkedin.com/in/scottshou/

Episode 251: What has become of the social contract around employment?⏱️ Timestamps:00:00:00 - Intro00:02:01 - Caught on tape: Private meeting fallout 00:03:38 - When performance isn’t enough 00:04:44 - The myth of avoiding politics 00:05:59 - Be a force multiplier, not a divider 00:06:59 - From messed with to messed up 00:08:29 - Promotions as silent punishment 00:09:07 - Feedback and the broken social contract📺 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/

Join Luke Bartram, founder of ABR, a cutting-edge recruitment firm, and industry expert James Lawson as they uncover essential job search strategies. They delve into the importance of positioning oneself in a crowded market and the value of domain expertise. Discover how ‘productizing’ your customer success experience can give you a competitive edge. The duo emphasizes the need for authenticity in personal branding and the power of transparent communication to bridge expectations between candidates and companies.

Episode 249: Adil Dittmer brings a classic sports analogy to the show.⏱️ Timestamps:00:00:00 - Intro00:01:49 - Defending data without the D 00:02:21 - A mission to democratize data science 00:02:55 - Why CS can't define its own value 00:04:24 - Playing defense: What it means in CS 00:06:47 - Defense often beats offense in CS 00:07:18 - The missing metrics in CS strategies 00:09:21 - Start quantifying your CS plays 00:11:34 - Is CS the misunderstood teen of tech?📺 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 Adil Dittmer:Adil's LinkedIn: https://www.linkedin.com/in/adildittmer/

Kristina Klakegg, a customer success manager at a Norwegian SaaS company specializing in email and SMS marketing, discusses her journey in monetizing customer success. She highlights the transition from email to SMS and how strategic services can emerge as a revenue stream. The conversation explores the tension between customer feedback and value delivery, the challenges of pricing these new services, and whether customers are willing to pay for them. Kristina emphasizes the importance of innovation and collaboration in creating effective offerings.

Episode 247: Nehal Gupta envisions the future of customer marketing.⏱️ Timestamps:00:00:00 - AI sold me this hat00:00:47 - Meet the Daily Standup crew00:01:18 - From engineering to customer marketing00:02:10 - AI's transformation of marketing00:05:14 - The myth of the AI takeover00:06:29 - Striking the human-AI balance00:08:31 - Margin, sentiment, and smart tech tools00:09:02 - Case studies at the speed of AI00:11:23 - Hats off to hyper personalization00:12:25 - Rise of the door-to-door 2.0📺 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 Nehal Gupta:Nehal's LinkedIn: https://www.linkedin.com/in/nehal-gupta-mba/

Jon Johnson, a customer success expert at Great Question and co-host of the Ed Churns podcast, shares valuable insights a few weeks into his new role. He discusses the thrilling chaos of early-stage startups and how they require a fresh perspective on customer success, emphasizing genuine relationships over traditional metrics. Jon highlights the importance of curiosity for growth and the need to redefine success metrics in customer success management. He also shares personal career transitions and the power of community in building lasting professional networks.