The Daily Standup

Episode 220: The sun never sets on customer marketing. Melissa Beck joins Dillon live at the Customer Success Collective's Summit in New York City to describe her experience.⏱️ Timestamps:00:00:00 - Intro00:01:50 - The evolution of customer marketing00:02:49 - Creating experience beyond the product00:03:31 - What customer marketing is not00:04:12 - Crossing paths with every department00:06:47 - Scaling champions through experience00:07:57 - Inside customer advocacy programs00:10:01 - The remote era of customer engagement📺 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 Melissa Beck:Melissa's LinkedIn: https://www.linkedin.com/in/melissabeckMentioned in this episode:Subscribe to the Segment!The Segment

Episode 219: Ray Otero tells us what it's like managing customer experience at Microsoft.⏱️ Timestamps:00:00:00 - Intro00:01:36 - Embracing a growth mindset 00:01:48 - Rethinking customer experience 00:02:57 - CoPilot’s rise and cultural moment 00:03:50 - AI as an internal power tool 00:05:32 - Global CX with a product-agnostic view 00:07:24 - Turning insights into action 00:08:28 - Boosting response rates📺 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 Ray Otero:Ray's LinkedIn: https://www.linkedin.com/in/rayoteroMentioned in this episode:Subscribe to the Segment!The SegmentShop the Lifetime Value Store!LTV Shop

In this engaging discussion, Donnovan Simon emphasizes the critical role of customer success during tough economic times. He explores how global pressures shape customer success strategies and the necessity for executives to grasp their value. The conversation also touches on the balance between retention and acquisition costs, highlighting why margins matter. A key takeaway is the evolution towards revenue ownership, with an emphasis on metrics like net revenue retention to illustrate customer success's impact.

Laure Maisonrouge, Head of Customer Experience at Colibra, shares her expertise in scaling customer success organizations. She discusses how data can serve as a guiding compass for understanding customer needs and why many onboarding processes may fail. Laure highlights the importance of blending instinct with analytics and emphasizes fast-tracking feature activation. She also explores modular onboarding methods powered by data, the impact of product evolution on team dynamics, and the necessity of adapting to new industry trends.

Episode 216: Chirag Nijjer has been studying the evolution of marketing.⏱️ Timestamps:00:00:00 - Intro00:01:50 - From Google to global brand speaker 00:02:37 - Rethinking customer journeys with AI 00:04:23 - The brand curiosity theory in action 00:05:42 - Why AI isn't always the smartest fix 00:07:07 - When deleting your homepage works 00:08:01 - Start with the end goal, not the tech 00:09:56 - Breaking paralysis with baby steps 00:10:17 - Startup lessons and chasing impact 00:11:36 - Youngest Platinum CSM at Google📺 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 Chirag Nijjer:Chirag's LinkedIn: https://www.linkedin.com/in/chiragspeaks/Any experiences or opinions shared on this recording are solely those of the speakers and do not reflect that of any affiliate organization or employer.Mentioned in this episode:And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show!Shop the Lifetime Value Store!LTV Shop

Episode 215: Carly Agar shares advice for the #1 question she's been getting lately.⏱️ Timestamps:00:00:00 - Intro00:02:31 - Promotions, layoffs & CS overthinking 00:03:27 - Turning weekly challenges into playbooks 00:04:50 - SDR vs. CSM: Easier to innovate? 00:05:56 - Career hygiene in uncertain times 00:08:40 - Don’t fear your resume or networking 00:09:21 - The messy truth behind promotions 00:12:53 - Play the long game📺 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 Carly Agar:Carly's LinkedIn: https://www.linkedin.com/in/carly-agar/Mentioned in this episode:Shop the Lifetime Value Store!LTV Shop

Episode 214: Hannah Brotherton can tell immediately whether you invest in your customer success team.⏱️ Timestamps:00:00:00 - Wu-Tang Financial00:01:46 - Why early ops matter for CS growth00:02:17 - Scaling struggles without operations00:03:52 - Operations as a success environment00:05:03 - Rise of the data horse00:07:20 - CSOps remains in the shadows00:08:04 - Should leaders wear all the hats?00:10:17 - When CS gets too technical00:12:23 - Bye bye📺 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 Hannah Brotherton:Hannah's LinkedIn: https://www.linkedin.com/in/hbrotherton/Mentioned in this episode:Shop the Lifetime Value Store!LTV ShopAnd go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show!

Episode 213: Ian Storm takes the guys back to school.⏱️ Timestamps:00:00:00 - Intro00:01:46 - Ian’s vague but impactful job00:02:50 - What drives great customer success?00:03:51 - Autonomy: customers in the driver’s seat00:04:44 - Empowering employees with autonomy00:06:28 - Building competence through wins00:08:22 - Relatedness: creating real community00:10:04 - Real-world application of the theory00:12:15 - 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/👋 Connect with Ian Storm:Ian's LinkedIn: https://www.linkedin.com/in/ian-storm/Mentioned in this episode:Shop the Lifetime Value Store!LTV Shop

Episode 212: Ryan Schultz, founder and CEO of DIVACS, has a burning question.⏱️ Timestamps:00:00:00 - Intro00:00:57 - Ryan’s journey to launching DIVACS00:02:03 - AI in CS: hype or helpful?00:03:21 - What are we really calling AI today?00:06:01 - Why Ryan avoids the AI label00:08:10 - The bubble nobody’s talking about00:08:40 - Thanksgiving dinner and AI dreams00:10:03 - Rise of the robo-overlords?00:10:38 - A 7-year-old and AI's moral dilemma00:11:56 - Robots, reality, and what’s next📺 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 Ryan Schultz:Ryan's LinkedIn: https://www.linkedin.com/in/ryanmschultz/Mentioned in this episode:Subscribe to the Segment!The SegmentShop the Lifetime Value Store!LTV Shop

Episode 211: Rob & Dillon discuss culture, exercise, and mental health.⏱️ Timestamps:00:00:00 - Intro00:01:45 - The rise of “Meltdown Rob” 00:02:07 - Taking work too seriously 00:04:19 - Playing the game of life and work 00:05:09 - Walking the line between open and guarded 00:06:33 - Navigating emotional extremes at work 00:08:01 - Culture, vulnerability, and multitudes 00:08:32 - A company that truly “gets” mental health 00:10:14 - Rob and Dillon’s top self-care habits📺 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:Subscribe to the Segment!The SegmentShop the Lifetime Value Store!LTV Shop