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This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I wi ...
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At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com
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Do you want to know what other customer success and post-sale professionals are thinking about, struggling with, or succeeding with? The Daily Standup is the flagship podcast on the Lifetime Value Media network, cohosted by Dillon Young, Jean-Pierre "JP" Frost, and Rob Zambito. We're publishing daily and sharing the most diverse and unfiltered array of guests. Tune in to hear industry titans and newbies alike chopping it up, sharing their hot takes, workshopping their current challenges, or ...
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Manufacturing epiphanies | Anika Zubair | Ep. 95
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Anika Zubair is just gonna say it: we in CS ought to be acting a lot more like salespeople. And in so doing, should get a lot of the same resources, too. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:25 - Anika’s journey: 13 years in post-sales success 00:02:46 - Money…
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Benchmark at your own risk | Sarah Betts | Ep. 103
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Sarah Betts loves data, but she hates an inappropriate benchmark a whole lot more. Sign up for the Lifetime Value newsletter here: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - One hundred 00:01:12 - A passion for customer support 00:01:49 - Benchmarking vs personalized data 00:02:37 - Why benchmarking can mislead 00:04:16 - Data i…
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Joy Holmes thinks we ought not to touch revenue with a ten foot pole. Listen in to learn why. Subscribe to the Lifetime Value newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:23 - Sales and customer service role confusion 00:02:26 - What is customer success really? 00:03:56 - The importance of understanding…
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Who will watch the watchmen? | Sarah Desjardins | Ep. 101
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Sarah Desjardins has a storied career in CS Ops, and she firmly believes no company should do without. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:23 - Sarah’s focus on CS Ops 00:02:10 - The challenge with processes in CS teams 00:03:37 - Ensuring teams understand CS…
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The show celebrates its one hundredth episode. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 - Intro 00:01:14 - Celebrat…
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Practical AI applications | Diego Tjen-A-Tak | Ep. 99
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Diego Tjen-A-Tak shares how he's using AI to work smarter. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:09 - AI’s impact on customer success roles 00:03:25 - Using generative AI for success planning 00:05:28 - Challenges for smaller organizations in success planning 0…
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What's in a name? | Cinthia Silva | Ep. 98
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Cinthia Silva foresees a merging of titles. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:02 - Blurring the lines between CSM and account management 00:03:02 - Defining the difference: CSM vs account management 00:04:35 - The importance of identifying the right ICP 00:05:41 - …
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The customer marketing glow up | Asha May | Ep. 97
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Asha May saw the marriage of customer success and marketing long ago - why do some still have trouble seeing it even now? Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The smell of customer marketing 00:00:47 - Introducing Asha May 00:02:14 - Missed opportunities in CS and marketi…
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A vanishing barrier to bullsh*t | The Daily Standup Ep. 96
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You can't swing a dead cat these days without hitting a couple "experts." But JP has noticed something about so-called expertise - it's easier than ever to claim, but the real stuff seems harder than ever to find. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us…
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Intangible, not immeasurable | Linda Lipovetsky | Ep. 94
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Linda Lipovetsky thinks CS professionals are unique in a number of hard-to-detail (but not impossible) ways. Sign up for the Lifetime Value newsletter here: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:33 - The misunderstood value of CSMs 00:04:11 - Building trust in customer relationships 00:06:08 - The role of curios…
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Trust but verify | Derrick Smith II | Ep. 93
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Derrick Smith II shares lessons on how AI has worked for him, and where he's fallen short in using it. Subscribe to our (not so serious) industry newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:22 - Derrick Smith II 00:02:09 - AI-powered CSM tools: friend or foe? 00:03:11 - The dangers of over-relying on t…
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The expert's dilemma | Pallavi Gadepalli | Ep. 92
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PM-turned-CSM-turned-PM-turned-founder Pallavi Gadepalli shares what made her successful and how her new project builds upon it. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:00:30 - Rob’s train adventure begins 00:00:56 - Meet Pallavi: from developer to founder 00:02:26 …
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Empathy isn't everything, but not having it is | Ep. 91
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Empathy ain't all it takes, but it's hard as heck to do the (any?) job without it. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: …
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Leading from any seat | Arit Nsemo | Ep. 90
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Arit Nsemo is a CS leader with a secret: you don't need the title to inspire or to impact change. Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The toilet paper analogy 00:16:00 - Introducing Arit 00:56:00 - Leading from any seat in CS 02:08:00 - Shifting the…
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Interview tips from an ex-Meta recruiter | Zack Zweber | Ep. 89
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If you're wrestling with this job market, Zack Zweber's got some tips for your next interview. Sign up for Lifetime Value's newsletter, with news you can use for early stage technology professionals: https://lifetimevalue.link/subscribe Timestamps: 00:00:00 - Setting the stage for economic value in CS 00:01:00 - From Meta to freelance 00:02:17 - Th…
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Using AI in Your Daily Customer Success Routine with Alex Turkovic
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Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. The podcast episode features Alex Turkovic discussing the integration of AI in customer success routines. Key topics include practical applications of AI, tools for cu…
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Serving up servant leadership | Kathy Fava | Ep. 88
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Kathy Fava know what it's like to work for a tone deaf boss, and she's here to tell you why that ain't it. Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Embarrassing path to servant leadership 00:00:25 - Intro 00:01:54 - Kathy’s natural approach to leadership…
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The guys dig through Reddit and find a familiar early stage story. Turns out we can read and write, too. Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:12 - A challenging CSM role 00:02:51 - The reality of customer success without a sales team 00:04:28 - The complexities of wear…
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BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business. Sign up for Lifetime Value's weekly newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The science 00:01:37 - The customer success statement that triggered Ed 00:03:02 - “Customers churn because of value” debate begins 00:05:10 - Value and cost as…
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The freedom to connect | Julien LeTerrien | Ep. 85
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Chief Customer Officer Julien LeTerrien was having trouble putting his finger on what made customer success unique. ⏱️ Timestamps: 00:00:00 - Tom Brady’s never done customer success 00:00:32 - Kicking off with Julien from Mobilexpense 00:01:09 - Introducing travel and expense management 00:02:16 - Passion and building customer relationships 00:04:5…
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AI is your friend (promise) | Rich King Gawlas | Ep. 84
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Rich King Gawlas set out to bridge the gap around artificial intelligence in customer success. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - RIP KFC buffet 00:00:30 - Introducing Rich King Gawlas 00:01:56 - Bridging the AI knowledge gap in customer success 00:02:37 - AI education …
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Artificial Superpowers | Lihong Hicken | Ep. 83
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Theysaid CEO Lihong Hicken has a vision for how AI can support the customer success profession. Subscribe to our (not so serious) industry newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - A bold analogy 00:00:22 - Introductions and some voice cracking 00:01:23 - AI in customer success 00:02:37 - From long onboarding to…
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What is inbox zero, and should you be chasing it? Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 - Referee Rob with the i…
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Danny Luu is relatively new to CSMing, so he's still learning a lot. What's his one tip for others in the same boat? Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Rob remembers 00:00:33 - Welcoming Danny Luu 00:01:06 - From Wells Fargo to tech 00:02:37 - CS i…
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RevSetter VP of Sales and CS Will Hance remembers the good old days. Maybe those are rose colored glasses he's wearing. Subscribe to the Lifetime Value newsletter! News, humor, and NO ebooks: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Tough love 00:00:47 - Will Hance and RevSetter 00:01:40 - Balancing sales and customer success …
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The language we learn | Lauren Berg | Ep. 79
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Lauren Berg wants everyone to pay just a little bit more attention to the language they use. It means all the difference. Send The Daily Standup a message via email or voicemail: https://www.lifetimevalue.show/contact/ Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Pirates 00:01:20 - From jou…
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