The Customer Success Hotline

What does digital CS mean nowadays?Kristi and Stino dispel the myth that digital CS means...just send more emails.⏱️ Timestamps:00:00:00 - Intro00:01:20 - Digital CS and playbook fatigue00:04:42 - Why self-service feels like a chore00:07:34 - Diagnosing drop-offs in the funnel00:10:50 - Asking customers what they want00:12:00 - Attention spans and short-form wins00:14:13 - Celebrating small customer milestones00:15:31 - When data isn't delivering outcomes00:17:09 - Using AI to analyze anonymized data00:19:47 - Prompt crafting for actionable insights00:21:26 - Knowing when to walk away from Chatty📺 Lifetime Value: Your Destination for GTM contenthttps://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

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 CS00:03:24 - Personalization vs. product-led growth00:04:03 - Losing the human touch in PLG00:06:07 - Segmentation and scalable white glove00:07:37 - Using product data for personalization00:09:07 - Internal workflows vs. customer behavior00:10:47 - Low-budget ways to personalize onboarding00:11:46 - Collaborating with customers on design00:12:42 - Scaling support without losing CSAT00:14:12 - Categorizing tickets to find the root cause00:17:05 - AI and documentation to reduce burnout00:20:23 - Socializing support data with leadership📺 Lifetime Value: Your Destination for GTM contenthttps://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

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 - Intro00:02:44 - The shift from company-first to personal-first00:06:27 - The power of sharing failures and lessons00:10:26 - The importance of knowing your why00:16:07 - Confidence, authenticity, and staying real00:20:16 - Handling criticism and staying resilient00:22:11 - Optimizing your LinkedIn profile for impact00:28:37 - The underestimated power of commenting00:32:42 - Aligning content with your personal goals00:34:01 - Stretchy pants📺 Lifetime Value: Your Destination for GTM contenthttps://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 creationMentioned in this episode:LTV ShopThe Segment

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 dilemma00:01:09 - A workplace betrayal or just miscommunication?00:02:12 - When your advice leads to someone else’s win00:05:02 - The ego factor: Why this really stings00:06:07 - Assume good intentions (even when it’s hard)00:07:37 - Collaboration vs. individual recognition00:10:07 - Owning your contributions without overusing “we”00:11:04 - Should you talk to the boss?00:12:56 - The smarter way to handle workplace credit00:15:45 - 2025: The year of professional growth (and less pettiness)📺 Lifetime Value: Your Destination for GTM contenthttps://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, promotionsMentioned in this episode:LTV ShopThe Segment

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 - Intro00:01:23 - The big question: AI or not to AI00:02:24 - AI is making us lazy in CS00:05:26 - Efficiency, not replacement00:08:24 - Learning how to use the tool properly00:10:55 - Misguided AI mandates from leadership00:14:01 - Balancing relationships and automation00:19:44 - The value of surveys and AI support00:21:46 - Answering the question thoughtfully📺 Lifetime Value: Your Destination for GTM contenthttps://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, leadershipMentioned in this episode:LTV ShopThe Segment

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 debut01:57 - Climbing the CS ladder02:30 - Finding your “why” in leadership04:00 - Managing expectations upfront06:16 - Organizational philosophy on CS08:01 - Asking for support as a leader09:14 - Realistic targets and KPIs11:43 - Knowing the team dynamics13:28 - Investing in leadership development16:08 - Product innovation and customer value18:47 - Wrapping up 2024 and looking ahead📺 Lifetime Value: Your Destination for GTM contenthttps://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, promotionMentioned in this episode:LTV Shop

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 challenges00:02:38 - Myriam's dilemma: CS without data00:04:35 - Leveraging customer conversations00:06:00 - Inviting others into CS calls00:08:30 - Creativity in data collection00:10:00 - Building trust in your data00:12:55 - Emotional breakdowns in leadership00:16:38 - Back to basics with Excel00:18:51 - Identifying the right metrics📺 Lifetime Value: Your Destination for GTM contenthttps://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 excelMentioned in this episode:LTV Shop

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 insights00:09:25 - Crafting business-focused recommendations00:11:43 - Handling emotions during tough discussions00:12:06 - Unique stress relief methods00:12:47 - Empowering the first conversation00:13:30 - Cliffhanger!📺 Lifetime Value: Your Destination for GTM contenthttps://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

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 renewals: lessons from big firms00:12:17 - Common pitfalls in enterprise renewals00:15:06 - Role of value and pricing in negotiations00:18:21 - Pre-negotiated clauses to save time00:22:33 - Early alignment with sales and budgeting00:26:10 - Preventing extended negotiation cycles📺 Lifetime Value: Your Destination for GTM contenthttps://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

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 customers00:04:50 - Leaning into strategic partnerships00:07:23 - Business discussions vs. personal chat00:10:06 - Asking tough questions thoughtfully00:12:30 - Tackling “feature requests”00:18:49 - Partnering with product for insights00:28:15 - Wrapping up with key takeaways📺 Lifetime Value: Your Destination for GTM contenthttps://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

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 IC00:04:47 - Setting expectations with leadership based on data00:06:53 - Avoiding emotional reactions and staying objective00:10:14 - How leadership can approach ICs when discussing risk00:13:55 - Keeping track of customer actions and progress00:15:36 - Importance of leadership providing context when asking questions00:17:17 - Balancing leadership pressure and customer outcomes00:20:55 - Proactively setting vs. managing expectations00:25:31 - Set expectations, don’t just manage them📺 Lifetime Value: Your Destination for GTM contenthttps://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

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 door00:10:51 - CSM empowerment and ownership00:14:49 - Creative ways to engage new stakeholders00:18:13 - Rebuilding when your main contact is gone00:20:07 - Importance of engaging executives early00:25:10 - Different CS approaches for different tools00:25:48 - Did we help Peggy?📺 Lifetime Value: Your Destination for GTM contenthttps://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

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!