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Lifetime Value is your destination for Customer Success and Post-Sales content.
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ICP & TAM, IYKYK | Sheryl Hawk | TDSU Ep. 29
Sheryl Hawk has a PSA for all the Lifers: your ideal customer profile is not your total addressable market is not your persona. She works with the guys on untangling the three.
⏱️ Timestamps:
00:00:00 - ICP & TAM, IYKYK
00:00:58 - The difference between ideal customer profile and persona
00:02:03 - How critical is customer success?
00:02:53 - Better understanding ICP (ideal customer profile)
00:03:54 - Characteristics of churn accounts
00:04:47 - Better understanding TAM (total addressable market) and customer personas
00:05:45 - Providing value to different personas
00:07:33 - Like, comment, and subscribe!
📺 Lifetime Value: Your Destination for Customer Success content
Subscribe: https://lifetimevalue.link/youtubesub
Website: https://www.lifetimevalue.show
Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/
🤝 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 Sheryl Hawk:
Sherly's LinkedIn: https://linkedin.com/in/sheryl-hawk -
Why we love customer success | TDSU Ep. 28
CS & SaaS continue to evolve. But our love for the profession is undying. Why, exactly?⏱️ Timestamps:00:00:00 - Gentleman's Choice: Why we love customer success00:01:23 - The Evolving Role of Customer Success00:02:20 - Understanding the Business Model00:03:09 - The Complexity of Customer Success00:04:03 - Unhinged Customers00:05:00 - Feeding the addiction00:05:55 - It's just a metaphor, bro00:07:01 - For the love of the game00:08:10 - Like, comment, and subscribe!📺 Lifetime Va...
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Content as a retention strategy | TDSU Ep. 27
Jared Orr is a veteran customer success manager and business owner running a copywriting business catering to SaaS companies. He explains why he believes content is a critical piece of your retention strategy.⏱️ Timestamps:00:00:00 - Being part of the conversation00:01:28 - Starting a business00:02:46 - Transitioning into online writing and blogging00:04:03 - Consistency is key00:05:20 - Joining the conversation00:06:39 - Creating a culture around your product00:07:56 - Conveying strate...
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A fabulous alignment | De'Edra Williams | TDSU Ep. 26
De'Edra Williams is ready for an evolution, and she's here to tell us how alignment will play a pivotal role.⏱️ Timestamps:00:01:32 - Customer success 4.000:02:52 - The evolution of customer success00:04:03 - How we got here: CS 3.000:05:14 - Understanding the "Why"00:06:34 - Tension between value realization and revenue growth00:07:45 - Alignment with sales00:09:10 - A necessary symbiosis00:10:21 - Clarity in leadership00:11:35 - Like, comment, and subscribe!📺 Lifetime Value: Your Destinatio...
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Forecast or die | TDSU Ep. 25
Jeff Kinsel, the self-proclaimed Sultan of SaaS, knows its a stressful time. But with times of discomfort come opportunities for advancement. Jeff tells us how.⏱️ Timestamps:00:00:00 - $$$00:01:17 - Customer success in times of crisis00:02:12 - The make or break moment in customer success00:03:13 - Subscription models00:04:17 - An evolution00:05:20 - Phases of operation00:06:19 - Passing the stress test00:07:11 - Revenue for job security00:08:04 - Predicting performance00:09:09 -...
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Raise your standards | TDSU Ep. 24
Felicia Rella thinks its high time we raise our standards in CS, and embrace a lot more standardization in the process.Timestamps:00:01:25 - Standardizing Customer Success as a Profession00:02:32 - Varied Roles and Responsibilities00:03:40 - The Problem with Vague Job Titles00:04:45 - The Evolving Definition of Customer Success00:05:51 - The History of Customer Success00:06:58 - Progressing and Developing the Customer Success Profession00:08:03 - Generating Additional Revenue Through Customer...