Lifetime Value Lifetime Value

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...

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...

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 -...

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...

Rob, JP, and Dillon go forum-diving for the hottest customer success topic on the internet, and come up with a classic battle royale. Timestamps:00:00:00 - An optimist's point of view00:01:39 - Does the structure work?00:03:17 - Masterful negotiations00:04:51 - Limiting future opportunities and layoffs00:06:17 - The responsibility of the CS team00:07:37 - Understanding business needs00:08:57 - The trusted advisor game00:10:20 - Follow the money!00:13:04 - Like, comment, and subscribe!&nb...

Stijn "Stino" Smet attributes much of his success to his white glove approach that he and his team employ. Learn from him why he believes white glove service isn't going anywhere soon. ⏱️ Timestamps:00:00:00 - Awkward Car Meeting00:01:40 - Meeting your idols00:03:22 - Value of personal connections00:04:55 - Stino loves an in-person meeting00:06:22 - Share your thoughts with TDSU!00:07:40 - Networking in person leads to better results00:09:08 - setting a date creates a sense of urge...