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

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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/

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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/

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Episode 168: Boaz Maor can help you make it useful.

⏱️ Timestamps:

00:00:00 - Intro

00:02:03 - Unpacking net promoter score: The love-hate metric

00:05:45 - Turning net promoter score into actionable insights

00:07:20 - Crucial net promoter score principles for B2B success

00:09:10 - The power of trends over scores

00:10:20 - Comparing NPS to product market fit

00:11:18 - Boaz’s invitation for a deeper dive into NPS

00:11:48 - Wrapping up

📺 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 Boaz Maor:

Boaz's LinkedIn: http://il.linkedin.com/pub/boaz-s-maor/0/10b/848

Mentioned in this episode:

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Are you farming more and more of your daily job out to AI, only to realize you're spending more time than before just holding its hand?

...no? Well, then you haven't quite fucked up like we have.

In this episode we talk about our journeys through the AI revolution:

00:00:00 - Intro

00:03:07 - The farmer’s mentality and AI reliance

00:03:51 - Blind trust in AI and its risks

00:04:52 - AI-generated emails: Overkill or useful?

00:06:17 - Lazy habits and losing the spark in CS

00:08:16 - Correcting AI: A time sink or necessary evil?

00:09:11 - Striking a balance: Creativity vs. automation

00:11:00 - The myth of the perfect CSM

00:14:49 - Personalizing customer interactions with AI

00:17:05 - Handwritten notes and meaningful gestures

00:19:37 - Rethinking customer engagement strategies

00:22:15 - Direct meeting invites: Bold or intrusive?

00:24:23 - Non-responders and alternative approaches

00:27:03 - Bye bye!

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

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Episode 167: Tim Concannon doesn't know how we can possibly be our best selves without first knowing what our destination is.

⏱️ Timestamps:

00:00:00 - Intro

00:01:24 - The missing metric in customer success

00:02:27 - Rodney Dangerfield of departments

00:04:18 - Internal confusion and conflicting priorities

00:06:16 - Customer value versus internal metrics

00:08:02 - ARR, GRR, and the true mission of CS

00:10:26 - The ROI argument for headcount

00:11:51 - Tying retention to sales success

00:12:38 - Wrap it up

📺 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 Tim Concannon:

Tim's LinkedIn: https://www.linkedin.com/in/tim-concannon-a5832028/

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Episode 166: A team is reduced from 12 to 1.

⏱️ Timestamps:

00:00:00 - Intro

00:00:25 - The last CSM standing

00:01:14 - A restructuring nightmare unfolds

00:02:35 - The cost of doing 12 jobs alone

00:03:31 - Misalignments and company priorities

00:04:17 - The leverage you didn’t know you had

00:06:26 - Negotiation pitfalls and realistic asks

00:08:34 - Risks and rewards of asking for more

00:10:33 - The missing nuance in the story

00:12:18 - Close it out

📺 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/

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Episode 165: Jasmine Reynolds has some tips on keeping AI in its place.

⏱️ Timestamps:

00:00:00 - Intro

00:01:35 - The conference correspondent

00:02:14 - Keeping humanity first in a world of AI

00:02:45 - AI as a supportive tool, not the driver

00:03:30 - Practical AI use in CSM daily tasks

00:04:27 - Democratizing access: tools and human skills

00:06:55 - Leveraging humanity to build relationships

00:07:43 - Champion transitions and the human touch

00:09:24 - Soup, empathy, and the undefeatable CSM

📺 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 Jasmine Reynolds:

Jasmine's LinkedIn: https://www.linkedin.com/in/jasminecreynolds/

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