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Great discussion. I wonder what’s valuable to each member of the account’s Decision Making Unit when it comes to this question. Perhaps a technical implementer would have a different answer than a user or an executive.

Rob nickname count: ...we've lost count, but it's gotta be at least 100.

This one was really good. Ed brings some really good points! I actually listened to it a couple of times. You gotta get him on again soon!

Truly a topic we can talk about for way longer than 10 minutes - we'll need to circle back and schedule a follow up meeting ;) I'm also deeply saddened by the overall downfall of KFC since the 00's.

Lihong and Theysaid have a Product Hunt live today! Find it here: www.producthunt.com/posts/theysaid

Who wore it better? Rob Zambito or Mills Lane?

IM ON THE FLOOR!!!!

Frank Slootman’s comment about having a CS team being stupid is not entirely wrong. I once heard that marketing is the tax a company pays for a poor product. The same thing could be true for poor sales and product as it relates to having a Customer Success team. So until products are all amazing ( with appropriate pricing models) and sales teams set proper expectations then the CS role overall is safe.

Do you still believe in the myth of a single source of truth?

Boots on the ground, tying up loose ends... What other examples do you have of repurposed wording with ... certain undertones?

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Such a needed conversation. I can tell you're all funny people.

Great conversation, guys. Having followed both companies for some time, this is a smart move. CSMs will benefit from having better account intelligence than they have now.

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Dane is a rockstar and has a massively positive impact on our CS team.

We F*cked Up So You Don't Have To is a show about ALL the ways NOT to do customer success, and it's now a part of the Lifetime Value network! Give it a listen... Apple: podcasts.apple.com/us/podcast/we-f-cked-up-so-you-dont-have-to/id1733818527 Spotify: open.spotify.com/show/2rMe4oQu8wgb3SHCRjEfoQ?si=edb8aab1d92f487f

Dave's article on this same topic: thecustomer.co/2022/11/08/the-one-thing-millionaire-nick-mehta-got-wrong/

Very needed convo! Hope tons of people see this

Rob's nickname count: 9

What's your favorite kind of roll? Or, is it ...role?

Thank you for having me on team! Still haven't been to a rainforest cafe but this is a timely reminder!!

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Question for the lifers: How do you leverage customer advocacy within your product?

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Sumitra!! One of my favorite humans on EARTH!!

Are the guys just crotchety old men? Tell them what you think! 👇

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Such a pleasure to be on this podcast to chat with you all Dillon, JP, and Rob! We don't often associate Customer Success with meditation, but it's clear that meditation's importance can't be minimized in our fast-paced lifestyles for pause and purpose. A conversation that's definitely close to my heart.

What's your preferred method for combating burnout?

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The phrase "screaming into the void" is a way of saying that no one is listening to you. For example, you might say "Every time I tell my teenager to clean his room, it's like I'm yelling it into the void".

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Do we just do 93458974589 QBR's between now and then?? Help it make sense!

What frozen food do YOU use to cool down an overheating computer?

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Great comment about absolutist statements. I’m tired of that, too. Life isn’t that simple. What’s true in one case isn’t necessarily true in another.

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The QUEEN of CS on my favorite CS podcast?! Let's goooo!

Repeat after me: I love my colleagues I love my colleagues I love my colleagues I love my colleagues

So great to be a part of the podcast, guys! Thanks for having me on..

It's a new world, folks! What's the biggest pivot you've had to make in your work in the past several years?

Lifers! What are your weekend plans?

Hmmmm. What do you think about extending the early adopter experience (unfettered access, influence on product) to as many customers as possible? Is it well intentioned, or a recipe for disaster?

What's the weirdest thing in your junk drawer?

Rob mentions the three buckets he is helping Jordan build: People ops, customer ops, and rev ops. When resources are limited, which one takes precedence?

What's your go to metric for measuring your customers' health?