171: New report just dropped! But, it's a little bit all over the place.

⏱️ Timestamps:

00:00:00 - Intro

00:01:17 - 2025 confidence index

00:02:34 - Resources vs. outcomes for CS teams

00:04:40 - Why CS struggles to prove ROI

00:06:32 - Personas, privilege, and disconnection

00:07:26 - Defining success through a shared lens

00:08:53 - Renewals: workload vs. customer value

00:12:31 - Churn lessons from a CEO’s perspective

00:14:31 - The path forward: pick one direction

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

🗞️ Find the report here:

https://www.vitally.io/resources/vital-insights-02

Mentioned in this episode:

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Episode 170: Ashna Patel made a career pivot last year, and she has some valuable learnings after leaving customer success for marketing.

⏱️ Timestamps:

00:00:00 - Intro

00:01:26 - Defining customer success beyond post-sale

00:03:33 - Bridging customer success and marketing

00:05:09 - The fragile yet vital connection

00:08:39 - Breaking silos: marketing as a secret weapon

00:10:25 - Aligning promises with delivery

00:13:10 - Communication: the cure for assumptions

00:14:40 - Silos vs. the customer experience

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Ashna Patel:

Ashna's LinkedIn: https://www.linkedin.com/in/ashnapatel92/

Mentioned in this episode:

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Episode 169: Emma Lampert knows what wins when revenue and net promoter score get into a scrap.

⏱️ Timestamps:

00:00:00 - Intro

00:01:34 - Why customer feedback gets ignored

00:02:38 - NPS: A misunderstood metric

00:03:06 - The missing nuance in customer feedback

00:04:23 - Users vs. champions: Whose feedback matters?

00:06:29 - Vanity metrics vs. meaningful insights

00:08:46 - NPS: Just the starting point

00:10:04 - Treating feedback as a nurture flow

00:10:27 - Signing off with fresh perspectives

📺 Lifetime Value: Your Destination for GTM content

Website: https://www.lifetimevaluemedia.com

🤝 Connect with the hosts:

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung

JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/

Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/

👋 Connect with Emma Lampert:

Emma's LinkedIn: https://www.linkedin.com/in/emmalampert/

Mentioned in this episode:

The Segment

SundaySky

Matik

LTV Shop