The Customer Success Hotline

Dec 09 2024 7 ep. 20 mins 1
The Customer Success Hotline Podcast artwork

Your favorite CS personalities answer your hardest CS questions.

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Rediscover your CREATIVITY | #6

Dec 09 2024 21 mins  
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 - Intro00:00:55 - Gratitude for 2024’s

Data, not drama | #5

Nov 25 2024 14 mins  
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 - Intro00:01:48 - Overwhelmed in the workplace00:02:46 - Emotional vs. data-driven conversations00:06:26 - Turning stress into actionable insights00:09:

Master negotiations by mastering preparation | #4

Nov 11 2024 21 mins  
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 - Intro00:02:33 - Setting up multi-year contracts for enterprises00:05:30 - Budget planning timing and negotiation00:08:45 - Streamlining renew

Standing on business with your customers | #3

Oct 28 2024 30 mins  
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 - Intro00:01:59 - What is "perfect" anyways?00:03:53 - Handling requests from top customers00

How to take back CONTROL as a CSM | #2

Oct 14 2024 29 mins  
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 - Intro00:01:19 - Did we answer Peggy's question?00:02:47 - Today’s question: managing customer risk as an IC00:

What to do when your champion leaves | #1

Oct 01 2024 28 mins  
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 - Intro00:02:58 - Peggy’s challenge: Replacing an executive sponsor00:03:57 - Building relationships with new execs00:07:27 - Leveraging titles to get a foot in the door

The Customer Success Hotline Trailer

Sep 17 2024 1 mins  
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 h