The Customer Success Hotline

Lifetime Value Media

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The Customer Success Hotline

Your favorite CS personalities answer your hardest CS questions.

12/24/2024

Are you leadership material? | #7

Getting promoted into leadership is still the ultimate goal for most. Kristi and Stino challenge the notion and, if you're still interested, tell you what to look out for. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00 - A blonde debut 01:57 - Climbing the CS ladder 02:30 - Finding your “why” in leadership 04:00 - Managing expectations upfront 06:16 - Organizational philosophy on CS 08:01 - Asking for support as a leader 09:14 - Realistic targets and KPIs 11:43 - Knowing the team dynamics 13:28 - Investing in leadership development 16:08 - Product innovation and customer value 18:47 - Wrapping up 2024 and looking ahead 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: leadership, career journey, management, new leader, promotion Mentioned in this episode: LTV Shop The Segment

22 min
12/10/2024

Rediscover your CREATIVITY | #6

You can't always get what you want. And when it comes to CSMing, that almost always means...data worth a damn. Kristi and Stino share tactics for FIGHTING for better data or, in lieu of that, how to still get your point across without it. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:00:55 - Gratitude for 2024’s challenges 00:02:38 - Myriam's dilemma: CS without data 00:04:35 - Leveraging customer conversations 00:06:00 - Inviting others into CS calls 00:08:30 - Creativity in data collection 00:10:00 - Building trust in your data 00:12:55 - Emotional breakdowns in leadership 00:16:38 - Back to basics with Excel 00:18:51 - Identifying the right metrics 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: data, creativity, microsoft excel Mentioned in this episode: LTV Shop The Segment

22 min
11/26/2024

Data, not drama | #5

It's inevitable that you'll feel overwhelmed in your job. Kristi and Stino give advice on how to discuss it with your manager. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:48 - Overwhelmed in the workplace 00:02:46 - Emotional vs. data-driven conversations 00:06:26 - Turning stress into actionable insights 00:09:25 - Crafting business-focused recommendations 00:11:43 - Handling emotions during tough discussions 00:12:06 - Unique stress relief methods 00:12:47 - Empowering the first conversation 00:13:30 - Cliffhanger! 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: data

14 min
11/12/2024

Master negotiations by mastering preparation | #4

Renewal negotiations have the potential to get out of hand. Kristi and Stino give their best tips for preventing things going sideways. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:33 - Setting up multi-year contracts for enterprises 00:05:30 - Budget planning timing and negotiation 00:08:45 - Streamlining renewals: lessons from big firms 00:12:17 - Common pitfalls in enterprise renewals 00:15:06 - Role of value and pricing in negotiations 00:18:21 - Pre-negotiated clauses to save time 00:22:33 - Early alignment with sales and budgeting 00:26:10 - Preventing extended negotiation cycles 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: contract renewals, negotiation

22 min
10/29/2024

Standing on business with your customers | #3

How do you serve the "perfect" customer? The one who seems to do it all right. Kristi and Stino unpack that question, and explore what it really means to be a partner to your customers. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:59 - What is "perfect" anyways? 00:03:53 - Handling requests from top customers 00:04:50 - Leaning into strategic partnerships 00:07:23 - Business discussions vs. personal chat 00:10:06 - Asking tough questions thoughtfully 00:12:30 - Tackling “feature requests” 00:18:49 - Partnering with product for insights 00:28:15 - Wrapping up with key takeaways 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: customer advocacy, partnership, key customer management

30 min
10/15/2024

How to take back CONTROL as a CSM | #2

Kristi and Stino answer one listener's question on how a customer success manager can take back control and manage internal conversations around customers at risk. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - Did we answer Peggy's question? 00:02:47 - Today’s question: managing customer risk as an IC 00:04:47 - Setting expectations with leadership based on data 00:06:53 - Avoiding emotional reactions and staying objective 00:10:14 - How leadership can approach ICs when discussing risk 00:13:55 - Keeping track of customer actions and progress 00:15:36 - Importance of leadership providing context when asking questions 00:17:17 - Balancing leadership pressure and customer outcomes 00:20:55 - Proactively setting vs. managing expectations 00:25:31 - Set expectations, don’t just manage them 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: managing expectations, customers at risk

29 min
10/01/2024

What to do when your champion leaves | #1

Kristi and Stino share tips on how to react when your biggest fan at your customer picks up and walks out. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:02:58 - Peggy’s challenge: Replacing an executive sponsor 00:03:57 - Building relationships with new execs 00:07:27 - Leveraging titles to get a foot in the door 00:10:51 - CSM empowerment and ownership 00:14:49 - Creative ways to engage new stakeholders 00:18:13 - Rebuilding when your main contact is gone 00:20:07 - Importance of engaging executives early 00:25:10 - Different CS approaches for different tools 00:25:48 - Did we help Peggy? 📺 Lifetime Value: Your Destination for GTM content https://www.lifetimevaluemedia.com 💁‍♀️💁‍♂️ Connect with the hosts: Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's website: https://www.kristifaltorusso.com/ Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Key topics: customer champion, customer success, stakeholder mapping

28 min
09/18/2024

The Customer Success Hotline Trailer

Good morning, good afternoon, and good evening to all you customer success professionals. We are back with another episode of the CS Hotline, where we're answering your burning questions about the customer success profession, hosted by the effervescent Kristi Faltorusso and the one-of-one personality, Stino Smet. Give them your best shot, and they'll give it to you straight while having a good time along the way. Now, here's the show!

1 min

TRAILER

The Customer Success Hotline Trailer

Good morning, good afternoon, and good evening to all you customer success professionals. We are back with another episode of the CS Hotline, where we're answering your burning questions about the customer success profession, hosted by the effervescent Kristi Faltorusso and the one-of-one personality, Stino Smet. Give them your best shot, and they'll give it to you straight while having a good time along the way. Now, here's the show!

09/18/2024

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1 min

Your favorite CS personalities answer your hardest CS questions.

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The Customer Success Hotline