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 - Intro 00:01:50 - The evolution of customer marketing 00:02:49 - Creating experience beyond the product 00:03:31 - What customer marketing is not 00:04:12 - Crossing paths with every department 00:06:47 - Scaling champions through experience 00:07:57 - Inside customer advocacy programs 00:10:01 - Th...
Apr 10, 2025•12 min•Ep. 270
Episode 219: Ray Otero tells us what it's like managing customer experience at Microsoft. ⏱️ Timestamps: 00:00:00 - Intro 00:01:36 - 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 content Website: https://www.lifetimevaluem...
Apr 09, 2025•13 min•Ep. 269
Episode 218: Donnovan Simon stops Dillon in his tracks with one simple saying. ⏱️ Timestamps: 00:00:00 - Intro 00:02:03 - Customer success in tough times 00:02:57 - The global pressure on CS teams 00:03:23 - CS’s role in driving company stability 00:04:19 - CS metrics under executive scrutiny 00:05:10 - Legacy views vs. revenue accountability 00:05:56 - Why leadership must understand CS value 00:06:32 - Evolution toward revenue ownership 00:07:14 - Retention cost vs. acquisition cost 00:08:06 - ...
Apr 08, 2025•10 min•Ep. 268
Episode 217: Need Laure Maisonrouge say more? ⏱️ Timestamps: 00:00:00 - Intro 00:01:34 - Data as your customer success compass 00:02:17 - Why your onboarding might be failing 00:04:20 - Blending instinct with analytics 00:05:03 - Fast-tracking feature activation 00:06:28 - Guiding customers through integration 00:07:44 - Building a scalable success framework 00:10:29 - Modular onboarding, powered by data 00:13:01 - Adapting teams through product evolution 📺 Lifetime Value: Your Destination for ...
Apr 07, 2025•18 min•Ep. 267
Episode 216: Chirag Nijjer has been studying the evolution of marketing. ⏱️ Timestamps: 00:00:00 - Intro 00:01:50 - 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 - Younges...
Apr 04, 2025•15 min•Ep. 266
Episode 215: Carly Agar shares advice for the #1 question she's been getting lately. ⏱️ Timestamps: 00:00:00 - Intro 00:02:31 - 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 content Website: https...
Apr 03, 2025•15 min•Ep. 265
Episode 214: Hannah Brotherton can tell immediately whether you invest in your customer success team. ⏱️ Timestamps: 00:00:00 - Wu-Tang Financial 00:01:46 - Why early ops matter for CS growth 00:02:17 - Scaling struggles without operations 00:03:52 - Operations as a success environment 00:05:03 - Rise of the data horse 00:07:20 - CSOps remains in the shadows 00:08:04 - Should leaders wear all the hats? 00:10:17 - When CS gets too technical 00:12:23 - Bye bye 📺 Lifetime Value: Your Destination f...
Apr 02, 2025•17 min•Ep. 264
Episode 213: Ian Storm takes the guys back to school. ⏱️ Timestamps: 00:00:00 - Intro 00:01:46 - Ian’s vague but impactful job 00:02:50 - What drives great customer success? 00:03:51 - Autonomy: customers in the driver’s seat 00:04:44 - Empowering employees with autonomy 00:06:28 - Building competence through wins 00:08:22 - Relatedness: creating real community 00:10:04 - Real-world application of the theory 00:12:15 - Wrapping up 📺 Lifetime Value: Your Destination for GTM content Website: http...
Apr 01, 2025•15 min•Ep. 263
Episode 212: Ryan Schultz, founder and CEO of DIVACS, has a burning question. ⏱️ Timestamps: 00:00:00 - Intro 00:00:57 - Ryan’s journey to launching DIVACS 00:02:03 - AI in CS: hype or helpful? 00:03:21 - What are we really calling AI today? 00:06:01 - Why Ryan avoids the AI label 00:08:10 - The bubble nobody’s talking about 00:08:40 - Thanksgiving dinner and AI dreams 00:10:03 - Rise of the robo-overlords? 00:10:38 - A 7-year-old and AI's moral dilemma 00:11:56 - Robots, reality, and what’s nex...
Mar 31, 2025•14 min•Ep. 262
Episode 211: Rob & Dillon discuss culture, exercise, and mental health. ⏱️ Timestamps: 00:00:00 - Intro 00:01:45 - 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:...
Mar 28, 2025•13 min•Ep. 261
Episode 210: Mohammed Alqaq returns to the show to help us make sense of your building blocks. ⏱️ Timestamps: 00:00:00 - Intro 00:02:03 - The Lego analogy for data mastery 00:05:58 - Why data is non-negotiable in 2025 00:06:37 - The human touch in data analysis 00:08:30 - Building a smarter data model 00:09:52 - Overcoming data roadblocks 00:11:02 - Creating a culture of data excellence 00:12:30 - Wrapping up 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluem...
Mar 27, 2025•15 min•Ep. 260
Episode 209: Seth Dovev explains his approach to building his talent bench specific to his company's needs. ⏱️ Timestamps: 00:00:00 - Unlocking customer success potential 00:00:29 - Meet the crew of the Daily Standup 00:01:03 - Seth Dovev’s journey in CS and SaaS 00:01:49 - Hiring CSMs for product alignment 00:02:43 - The challenge of hiring technical CSMs 00:04:54 - The five personas of customer success 00:05:58 - Finding the right career fit in CS 00:08:13 - Identifying the next great CSM 00:0...
Mar 26, 2025•15 min•Ep. 259
Episode 208: "It is not up to other people to offer you a seat to have your voice heard." - Kel Kurekgi ⏱️ Timestamps: 00:00:00 - Intro 00:02:14 - The glowing office mystery solved 00:03:05 - Victim mentality in customer success 00:05:56 - Owning your outcomes, not making excuses 00:07:14 - Fighting for budget like everyone else 00:09:01 - The echo chamber of complaints 00:11:30 - Accountability starts with you 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevalu...
Mar 25, 2025•14 min•Ep. 258
Episode 207: Sae Ro has an easy rule of thumb for measuring influence within the customer org. ⏱️ Timestamps: 00:00:00 - Intro 00:01:38 - Who holds the power in decision-making? 00:03:11 - Learning the hard way about executive influence 00:06:03 - The hidden value of below-the-line insights 00:07:13 - ATL shoutouts and empathy for BTLs 00:09:10 - Practical steps to map customer influence 00:10:45 - From CS strategy to military metaphors 00:11:31 - Closing thoughts 📺 Lifetime Value: Your Destina...
Mar 24, 2025•13 min•Ep. 257
Episode 206: JP shares how he brings Buddhist principles to work each day. ⏱️ Timestamps: 00:00:00 - Intro 00:01:15 - Buddhism at work? Oh yeah! 00:02:29 - Your job can't make you happy 00:04:10 - Fulfillment vs. happiness at work 00:04:58 - Navigating human interactions with grace 00:08:05 - It’s not about you, it’s about them 00:08:46 - Embracing feedback for growth 00:11:09 - Processing before reacting 00:11:50 - When Buddhism meets the real world 📺 Lifetime Value: Your Destination for GTM c...
Mar 21, 2025•14 min•Ep. 256
Episode 205: The answer is no. We cannot explain why Mickey Powell referred to himself that way. ⏱️ Timestamps: 00:00:00 - Intro 00:02:07 - The amoeba of customer success 00:03:34 - Biology and customer success 00:07:21 - Whales, cows, and CS roles 00:08:49 - Expansion vs. distillation 00:10:30 - Psychology, AI, and evolution 00:12:33 - Divergence and the future of CS 00:13:49 - Until next time 📚 Books The Compleat Strategyst by J.D. Williams: https://www.amazon.com/Compleat-Strategyst-Primer-S...
Mar 20, 2025•15 min•Ep. 255
Episode 204: Denny Burda brought Dillon's favorite thing to the show: stats! ...they're not very positive, though. ⏱️ Timestamps: 00:00:00 - Intro 00:02:31 - Death of a salesman: is sales failing? 00:03:24 - The shocking reality of SaaS churn 00:05:16 - The metrics that really matter 00:07:51 - Customer success: the key to survival 00:09:37 - The sandwich analogy of retention 00:12:09 - Why holistic experiences keep customers 00:12:57 - Parting thoughts 📺 Lifetime Value: Your Destination for GT...
Mar 19, 2025•15 min•Ep. 254
Episode 203: Ilai Szpiezak makes his case for even more entrepreneurs. ⏱️ Timestamps: 00:00:00 - Intro 00:02:16 - Entrepreneurship is a mindset 00:03:37 - Ownership and driving value 00:05:06 - Redefining what it means to be an entrepreneur 00:07:42 - The thrill (or fear) of unpredictability 00:07:56 - Customer success and personal ownership 00:10:14 - Delivering value and owning the outcome 00:11:14 - A final challenge 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lif...
Mar 18, 2025•13 min•Ep. 253
Episode 202: Tahjai Conkerite gives his tips for networking your way into opportunities. ⏱️ Timestamps: 00:00:00 - Intro 00:01:24 - Breaking into customer success 00:02:13 - The power of networking 00:04:09 - Overcoming imposter syndrome 00:05:41 - Making meaningful connections 00:07:25 - Authenticity in personal branding 00:10:05 - Finding your tribe 00:10:46 - Parting words 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts...
Mar 17, 2025•12 min•Ep. 252
Episode 201: The guys compare notes on handling objections at work. (No marriages were harmed in the making of this recording) ⏱️ Timestamps: 00:00:00 - Intro 00:01:12 - Objection rebuttals: not just for sales 00:02:08 - Feel, felt, found: the persuasion playbook 00:03:51 - From customers to spouses: does it work? 00:06:20 - Chess match: uncovering the real objection 00:09:34 - When to back off: finding the magic word 00:11:45 - Multiple choice breakups: a new strategy? 00:12:50 - Wrapping up: w...
Mar 14, 2025•15 min•Ep. 251
Episode 200: Self-described psych nerd Rachel Provan gives the guys some tips. ⏱️ Timestamps: 00:00:00 - Intro 00:01:34 - Psychology’s role in customer success 00:05:07 - Business-oriented empathy explained 00:06:25 - The hidden power of reducing friction 00:08:27 - Psychology and personal motivation 00:11:31 - The mere exposure effect in onboarding 00:13:20 - The three-step strategy for success 00:14:21 - Wrapping up 📺 Lifetime Value: Your Destination for GTM content Website: https://www.lifet...
Mar 13, 2025•17 min•Ep. 250
Episode 199: Does the moniker of customer success have too much baggage? Lincoln Murphy is leaning in that direction. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - Is it time to kill customer success? 00:03:44 - Weak leadership and lost potential 00:06:31 - Evolving or becoming extinct? 00:09:15 - What marketing’s past tells us about CS 00:11:56 - A future of specialization and growth 00:12:57 - Shedding labels, maximizing value 00:15:32 - The account management debate 📺 Lifetime Value: Your Desti...
Mar 12, 2025•18 min•Ep. 249
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 - Intro 00:01:46 - 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...
Mar 11, 2025•15 min•Ep. 248
Episode 197: Andrew Fink was asked an interesting question the other day. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connec...
Mar 10, 2025•13 min•Ep. 247
Episode 196: Does customer success even need to exist? ⏱️ Timestamps: 00:00:00 - Intro 00:01:48 - 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 content Website: https:/...
Mar 07, 2025•15 min•Ep. 246
Episode 195: Erika Villarreal wants to help, but first she needs to know what to help *with*. ⏱️ Timestamps: 00:00:00 - Intro 00:02:44 - 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 content Website: https://www.lifetimevaluemedia.com 🤝 Connect with the hosts: D...
Mar 06, 2025•16 min•Ep. 245
Episode 194: Donna Weber likens SaaS companies to orchestras, and shares one simple piece of advice. ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - 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 up Credit where credit...
Mar 05, 2025•12 min•Ep. 244
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 - Intro 00:01:53 - 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 content Website: https...
Mar 04, 2025•14 min•Ep. 243
Episode 192: Waqas Hussain is a CS leader who still craves time with his customers. ⏱️ Timestamps: 00:00:00 - Intro 00:01:06 - 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 content Websit...
Mar 03, 2025•12 min•Ep. 242
Episode 191: Rob gives his 12 tips for cooling down a customer. ⏱️ Timestamps: 00:00:00 - Intro 00:02:49 - 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 content Website: https://www.lifetimevalue...
Feb 28, 2025•19 min•Ep. 241
