The Customer Success Hotline

There is no pot of gold | #12

Lifetime Value Media — Tue, 01 Jul 2025 00:15:00 -0400

What does digital CS mean nowadays?

Kristi and Stino dispel the myth that digital CS means...just send more emails.

⏱️ Timestamps:

00:00:00 - Intro

00:01:20 - Digital CS and playbook fatigue

00:04:42 - Why self-service feels like a chore

00:07:34 - Diagnosing drop-offs in the funnel

00:10:50 - Asking customers what they want

00:12:00 - Attention spans and short-form wins

00:14:13 - Celebrating small customer milestones

00:15:31 - When data isn't delivering outcomes

00:17:09 - Using AI to analyze anonymized data

00:19:47 - Prompt crafting for actionable insights

00:21:26 - Knowing when to walk away from Chatty

📺 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: digital customer success, email marketing, customer service

Don't lose that personal touch | #11

Lifetime Value Media — Tue, 17 Jun 2025 01:00:00 -0400

When total and complete automation is within reach, do you let it take over?

Kristi and Stino share their thoughts on what makes customer success...customer success.

⏱️ Timestamps:

00:00:00 - Botox and burnout in CS

00:03:24 - Personalization vs. product-led growth

00:04:03 - Losing the human touch in PLG

00:06:07 - Segmentation and scalable white glove

00:07:37 - Using product data for personalization

00:09:07 - Internal workflows vs. customer behavior

00:10:47 - Low-budget ways to personalize onboarding

00:11:46 - Collaborating with customers on design

00:12:42 - Scaling support without losing CSAT

00:14:12 - Categorizing tickets to find the root cause

00:17:05 - AI and documentation to reduce burnout

00:20:23 - Socializing support data with leadership

📺 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: artificial intelligence, personalization, customer support

Get clear on your personal brand | #10

Lifetime Value Media — Tue, 04 Mar 2025 00:15:00 -0400

Presenting your best self isn't just about the way you dress, talk, or carry yourself anymore.

Kristi and Stino share their tips on cultivating the best version of your personal brand online.

Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:03 - Intro

00:02:44 - The shift from company-first to personal-first

00:06:27 - The power of sharing failures and lessons

00:10:26 - The importance of knowing your why

00:16:07 - Confidence, authenticity, and staying real

00:20:16 - Handling criticism and staying resilient

00:22:11 - Optimizing your LinkedIn profile for impact

00:28:37 - The underestimated power of commenting

00:32:42 - Aligning content with your personal goals

00:34:01 - Stretchy pants

📺 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: personal branding, career tips, social media, content creation

Mentioned in this episode:

LTV Shop

The Segment

Do not let your petty self win | #9

Lifetime Value Media — Tue, 18 Feb 2025 00:15:00 -0400

What's the move when your colleague wins big off of a playbook you shared with them?

Kristi and Stino weigh the pros and cons of taking the high road, or...letting the pettiness get the best of you.

Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:00 - The petty vs. professional dilemma

00:01:09 - A workplace betrayal or just miscommunication?

00:02:12 - When your advice leads to someone else’s win

00:05:02 - The ego factor: Why this really stings

00:06:07 - Assume good intentions (even when it’s hard)

00:07:37 - Collaboration vs. individual recognition

00:10:07 - Owning your contributions without overusing “we”

00:11:04 - Should you talk to the boss?

00:12:56 - The smarter way to handle workplace credit

00:15:45 - 2025: The year of professional growth (and less pettiness)

📺 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: collaboration, work drama, promotions

Mentioned in this episode:

LTV Shop

The Segment

It's time to RETHINK your AI strategy | #8

Lifetime Value Media — Tue, 04 Feb 2025 00:15:00 -0400

AI, AI, AI...

Kristi and Stino get the allure. But there are some things to think about while you board the hype train.

Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:00 - Intro

00:01:23 - The big question: AI or not to AI

00:02:24 - AI is making us lazy in CS

00:05:26 - Efficiency, not replacement

00:08:24 - Learning how to use the tool properly

00:10:55 - Misguided AI mandates from leadership

00:14:01 - Balancing relationships and automation

00:19:44 - The value of surveys and AI support

00:21:46 - Answering the question thoughtfully

📺 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: artificial intelligence, personalization, leadership

Mentioned in this episode:

LTV Shop

The Segment

Are you leadership material? | #7

Lifetime Value Media — Tue, 24 Dec 2024 00:15:00 -0400

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

Rediscover your CREATIVITY | #6

Lifetime Value Media — Tue, 10 Dec 2024 00:15:00 -0400

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

Data, not drama | #5

Lifetime Value Media — Tue, 26 Nov 2024 00:15:00 -0400

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

Master negotiations by mastering preparation | #4

Lifetime Value Media — Tue, 12 Nov 2024 00:15:00 -0400

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

Standing on business with your customers | #3

Lifetime Value Media — Tue, 29 Oct 2024 00:15:00 -0400

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

How to take back CONTROL as a CSM | #2

Lifetime Value Media — Tue, 15 Oct 2024 00:15:00 -0400

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

What to do when your champion leaves | #1

Lifetime Value Media — Tue, 01 Oct 2024 06:00:00 -0400

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

The Customer Success Hotline Trailer

Lifetime Value Media — Wed, 18 Sep 2024 01:00:00 -0400

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!