The Daily Standup

Rachel Provan, a seasoned leadership coach with 15 years of experience in customer success, shares her insights on using psychology to enhance leadership. She discusses the critical role of business-oriented empathy in managing client needs and the importance of reducing friction for better engagement. Rachel also delves into the mere exposure effect, explaining how familiarity influences customer preferences subtly. Her three-step strategy for successful onboarding highlights the power of motivation and validation in building effective teams.

Lincoln Murphy, a pioneer in customer success, shares his insights on the future of the field. He argues that the term 'customer success' may carry too much baggage. Murphy questions weak leadership's impact on potential growth and suggests the need for specialization. He discusses how marketing history can inform the evolution of customer success and emphasizes the importance of nurturing customer relationships for long-term value. The conversation challenges listeners to rethink traditional practices and consider the role of account management.

Episode 198: Rohan Tailor is a recruiter focusing on customer success roles, and he's here to share his top tips for standing out.⏱️ Timestamps:00:00:00 - Intro00:01:46 - The key to winning interviews 00:02:16 - Engage, engage, engage! 00:03:57 - Acing the interview process from start to finish 00:05:46 - Adding your unique personality 00:08:22 - Hiring managers spill their secrets 00:10:45 - Practical takeaways for job seekers 00:11:33 - Avoiding desperation in the job hunt📺 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 Rohan Tailor:Rohan's LinkedIn: https://www.linkedin.com/in/rohan-tailor/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!Subscribe to the Segment!The SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV

Episode 197: Andrew Fink was asked an interesting question the other day.⏱️ Timestamps:00:00:00 - Intro00:01:32 - Who really owns the customer? 00:02:50 - The blame game in customer success 00:04:10 - Finding hope in career transitions 00:06:28 - The builder’s mentality 00:07:51 - RACI vs. RAPID: Who does what? 00:09:03 - Why CROs matter most 00:10:13 - The hidden agenda in job interviews📺 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 Andrew Fink:Andrew's LinkedIn: https://www.linkedin.com/in/anfinkMentioned in this episode:LTV ShopAdvertise your brand with Lifetime Value MediaAdvertise with LTVSubscribe to the Segment!The Segment

Episode 196: Does customer success even need to exist?⏱️ Timestamps:00:00:00 - Intro00:01:48 - Should customer success exist? 00:02:52 - The Frank Slootman perspective 00:03:36 - Turkeys, digestion, and CS analogies 00:05:55 - The marriage of customer success 00:07:45 - A single throat to choke? 00:09:47 - Can tech replace CS? 00:11:27 - Most CS professionals lack this experience 00:13:12 - Eat some rocks, save your marriage📺 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:The SegmentLTV Shop

Episode 195: Erika Villarreal wants to help, but first she needs to know what to help *with*.⏱️ Timestamps:00:00:00 - Intro00:02:44 - The burnout crisis in CS 00:05:54 - Is it the job or the company? 00:10:54 - Personas problem in customer success 00:12:28 - Solutions need a part two 00:13:24 - Empathy vs. entertainment on Reddit 00:14:00 - Wrapping up, but not for long📺 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 Erika Villarreal:Erika's LinkedIn: https://www.linkedin.com/in/erivillarreal/Mentioned in this episode:The SegmentAnd 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 194: Donna Weber likens SaaS companies to orchestras, and shares one simple piece of advice.⏱️ Timestamps:00:00:00 - Intro00:01:19 - Customer success starts with strategy 00:01:46 - Breaking down business silos 00:02:56 - Legato vs. staccato: rhythm in success 00:05:22 - Who owns the customer journey? 00:07:17 - A firsthand look at silo struggles 00:09:34 - Don't let customers feel your org chart 00:10:13 - AI: the future of customer success? 00:10:32 - Wrapping upCredit where credit's due - Rob first heard the phrase "don't let the customer feel your org chart" from Michael Maday: https://www.linkedin.com/in/michael-maday/📺 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 Donna Weber:Donna's LinkedIn: www.linkedin.com/in/donnawebMentioned in this episode:LTV ShopThe Segment

Episode 193: It's easy to explain what customer-centricity is NOT, but Ragna Ghoreishi helps us arrive at what it IS.⏱️ Timestamps:00:00:00 - Intro00:01:53 - The challenge of customer centricity 00:02:28 - Why most companies aren't truly customer centric 00:05:27 - The balancing act of customer needs 00:07:29 - Avoiding the reactive CS trap 00:09:45 - The urgency of customer feedback 00:12:34 - "Good enough" is not good enough 📺 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 Ragna Ghoreishi:Ragna's LinkedIn: https://www.linkedin.com/in/ragnaghoreishi/Mentioned in this episode:The Segment

Episode 192: Waqas Hussain is a CS leader who still craves time with his customers.⏱️ Timestamps:00:00:00 - Intro00:01:06 - Waqas Hussain: a decade in customer success 00:02:07 - The secret to staying close to customers 00:04:20 - Handling protective CSMs and engagement 00:05:13 - Proven tactics for customer connection 00:07:16 - Executive alignment: the game-changer 00:08:24 - Why Waqas keeps coming back to CS 00:10:30 - Banana bread📺 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 Waqas Hussain:Waqas's LinkedIn: https://www.linkedin.com/in/waqas-hussain-18492b17/Mentioned in this episode:The Segment

Episode 191: Rob gives his 12 tips for cooling down a customer.⏱️ Timestamps:00:00:00 - Intro00:02:49 - Setting the tone from the start 00:05:36 - Gaining control without losing trust 00:07:07 - Handling difficult customers with finesse 00:08:45 - The magic of labeling and mirroring 00:10:10 - Using whispers to calm the storm 00:11:05 - Knowing when to walk away 00:15:08 - The underrated power of an apology 📺 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:LTV Shop