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ON TODAY'S EPISODE:
Setting up a variable compensation plan for Customer Success Managers (CSMs) is fraught with challenges. In this week's episode of Impact Weekly, Johan and Lincoln dive deep into the intricacies of variable comp plans. They discuss the potential pitfalls, share effective strategies, and emphasize the irreplaceable role of leadership in motivating CSMs.THIS WEEK'S QUESTION: "What's the best approach for a variable comp plan for a Customer Success Manager?"
TOPICS BEING ADDRESSED:
The challenges and pitfalls of variable compensation plans in Customer Success.Effective ways to structure incentives for Customer Success Managers.The importance of leadership and management in motivating and guiding Customer Success teams.QUOTES:
Johan Nilsson (00:01:22): "Anyone out there who's been trying to set this up knows it is and can be a challenge. And there's many ins and outs to this one."Lincoln Murphy (00:05:35): "In Customer Success Management, variable comp often means, 'I'm going to pay you 70 percent of your salary, and you better do your job or you're not going to get the other 30 percent.'"Lincoln Murphy (00:07:1`): "In Customer Success, variable comp is generally positioned as a threat. It only has downside potential."Johan Nilsson (00:10:42): "I've seen variable comp plans that incentivize CSMs to only work and maybe even push upgrades on customers that aren't ready, while ignoring those who need more attention."Lincoln Murphy (00:15:12): "You pay them their market rate salary and you can bonus them on other stuff. That's called being a manager. That's called being a leader."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Retention training starts June 17, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/copy-of-the-retention-program-us-oct-24
ON TODAY'S EPISODE:
Customer churn is a critical issue that can impact a company's growth and stability. In this week’s episode of Impact Weekly, Johan and Lincoln dive into the essential metrics for predicting churn and discuss effective strategies to mitigate it. They share insights on understanding customer behavior, proactive engagement, and how to communicate potential churn risks to management.
THIS WEEK'S QUESTION:"Can you summarize the key indicators for predicting churn in advance?"
TOPICS BEING ADDRESSED:
The importance of understanding key indicators for predicting churnStrategies for addressing and mitigating lagging churnEffective communication with management about potential churn issuesQUOTES:
Lincoln Murphy (02:50): "Meaningful usage is the main thing to look at when predicting churn."
Johan Nilsson (04:32): "Stakeholder changes are a massive indicator that churn could be on the horizon."
Lincoln Murphy (06:45): "Proactive engagement with customers can significantly reduce the risk of churn."
Johan Nilsson (09:20): "The iceberg metaphor helps illustrate the hidden risks beneath the surface of current churn rates."
Lincoln Murphy (13:52): "Our daily work in Customer Success is crucial to ensuring long-term customer retention."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
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Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:
Setting the stage for advocacy through "orchestration"How tracking advocacy influences can be leveraged for future asksGraduated Advocacy Asks: Making increasingly impactful requests over time
https://www.impactdemy.com/courses/the-advocacy-program-eujun24
ON TODAY'S EPISODE:
Unlock the power of real, enthusiastic customer advocacy. This week on Impact Weekly, Johan and Lincoln explore the strategies to turn your customers into your most potent marketing force. They lay down the importance of a systematic approach to advocacy, tracking, and making data-backed asks to cultivate authentic customer champions.
THIS WEEK'S QUESTION:
“How can customers see the value in being advocates? What's in it for the customer?”
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (18:00): "When you get to that point, the ask goes over much better because it's expected."
Johan Nilsson (19:00): "We need to keep track of that referral process, not just for our sake but to better our advocacy ask later."
Lincoln Murphy (20:00): "By reminding them how important unbiased reviews were to them, you make them want to share their story."
Lincoln Murphy (21:00): "We're having larger, more intense asks over time, and that's invoking consistency and commitment."
Johan Nilsson (22:00): "You need to operationalize this to get advocacy going. It's not just about asking; it's about setting things up."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:
The psychology and implications of "earned" versus "incentivized" advocacy.Why putting a monetary value on a customer’s time can backfire when seeking reviews.Making the customer the 'hero' as a tactic for eliciting authentic, compelling stories.
https://www.impactdemy.com/courses/the-advocacy-program-eujun24
ON TODAY'S EPISODE:
In this enlightening episode of Impact Weekly, Johan and Lincoln unpack the intricacies of customer advocacy, focusing on the subtle yet powerful differences between earned and incentivized advocacy. They explore why genuine, unsolicited customer testimonials are more effective and how to encourage them. Additionally, they discuss the pitfalls of offering incentives for customer reviews and share how to frame the 'ask' to create more compelling and authentic advocacy.
THIS WEEK'S QUESTION:
“How can customers see the value in being advocates? What's in it for the customer?”
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (10:22): "We generally want earned advocacy rather than incentivized."
Johan Nilsson (11:07): "You put some sort of value on the time you request from the customer, and that can be really bad."
Lincoln Murphy (15:45): "The level of participation is going to be whatever the bare minimum is if it's incentivized."
Lincoln Murphy (17:33): "Whatever participation you do get, because it's earned, that participation is going to be so much more valuable."
Johan Nilsson (19:01): "When you make the customer the hero, you get really someone really engaged; it's a win-win."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/the-expansion-program-may-eu
ON TODAY'S EPISODE:
In this week’s episode of Impact Weekly, Johan and Lincoln tackle the challenging question of how to start finding expansion opportunities when there appear to be none. They delve into the importance of the right mindset, strategies for uncovering hidden growth potential, and practical approaches for driving expansion in customer success.THIS WEEK'S QUESTION:
The critical role of mindset in recognizing and creating expansion opportunities.Strategies for operationalizing expansion as an integral part of the customer's journey.The importance of pricing and planning in facilitating customer success and expansion.
"At the moment I have zero expansion opportunities. Where and how do I start?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (08:02): "We often see customers churn out... they just didn't know that, for this new goal they had, you were still the solution for it."
Johan Nilsson (14:37): "It's a lot about having, if you have a real expansion model working... you can trust that process."
Lincoln Murphy (19:59): "If you're tasked in Customer Success with expansion, and you don't have any input into pricing... That needs to change."
Johan Nilsson (22:03): "It's crucial for expansion... You have to be at the table when you talk about pricing and plans."
Lincoln Murphy (26:18): "We did that because we didn't trust the expansion process, or we just didn't have an expansion process in place."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Our next Impact Academy training programs start on 27-May, 2024
Customer-centric Automations:
https://www.impactdemy.com/courses/customer-centric-automations-eumay24
The Expansion Program:
https://www.impactdemy.com/courses/the-expansion-program-may-eu
ON TODAY'S EPISODE:
In this week's episode, Johan and Lincoln explore the significance of tailoring customer success strategies based on unique customer characteristics, moving beyond traditional price plan segmentation. They delve into the practical steps customer success teams can take to create more personalized, efficient service models that drive better outcomes for both customers and businesses.THIS WEEK'S QUESTION:
Importance of recognizing and adapting to diverse customer characteristics in Customer SuccessThe pitfalls of traditional price plan segmentation and its impact on efficiency and service qualityPractical strategies for implementing tailored customer success approaches
“How can we start tailoring our customer success to match our customers' characteristics instead of just their price plans? Got any practical advice on how to pull this off?”
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (06:03): “If we just group customers based on what they pay, we are not just over delivering, we are misdelivering. You're giving them something they don't need, which actually adds no value to them.”
Johan Nilsson (14:16): “As you scale and add more people to your team, how can you bring this tailored approach into every interaction? That’s where true operational efficiency and customer satisfaction kick in.”
Lincoln Murphy (18:37): “We're not just talking about different treatment for high-paying customers; we're talking about appropriate, targeted engagement based on what each customer actually needs.”
Johan Nilsson (19:33): “Using customer characteristics like tech savviness or industry specifics can transform how we deliver success. This is not about more touchpoints; it's about the right touchpoints.”
Lincoln Murphy (22:17): “What we're striving for is consistency across experiences, so no matter which CSM a customer works with, the level of engagement feels tailored and personal.”Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Check out our upcoming Customer Success courses at Impact Academy here:
Recognizing and addressing 'weaponized incompetence' in customer behavior.The importance of assertive communication and setting clear boundaries.Strategic options to transition workload back to the customer, fostering independence.
https://www.impactdemy.com/collections
ON TODAY'S EPISODE:
In this week’s episode of Impact Weekly, Johan and Lincoln tackle a common yet under-discussed challenge in customer success: customers who, despite training, claim they "can't" perform tasks, thereby transferring their workload back to their CSMs. Discover insightful strategies for empowering customers and breaking this cycle of "weaponized incompetence".
THIS WEEK'S QUESTION:
"I have this customer, even though they've gone through training and I've shown them what to do, they just 'can't' do it and I end up doing it for them. How do I fix this?"
TOPICS BEING ADDRESSED:QUOTES:
Johan Nilsson (00:07:12): "Sometimes when this happens, it could be that they're actually fearing to fail. So if they keep asking you, if they can't do it themselves, can't with quotations on there, you basically move it to the CSM to do the things."
Lincoln Murphy (00:19:28): "If you're doing the work for them, you're taking on that responsibility, what's their responsibility anymore? There's nothing. And now they can just fully blame us, which goes back to what you were saying earlier about fear of failure."
Johan Nilsson (00:21:44): "It's about giving them options to say, basically, I cannot do the work, but I can show you how to do it. So share your screen, I can walk you through it and then you're on your own."Lincoln Murphy (00:26:18): "We have let them behave badly and get in their own way. And so now we have to fix that. How do we do that? This is where we have to have open communication."
Johan Nilsson (00:29:44): "It is a lot about positioning. You need to get the position right. So you're not just seen as a problem solver or the assistant here. We need to be seen as a strategic partner, and we need to get joint accountability working."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Our Impact Academy Head of CS: How to Scale training starts May 6, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/head-of-customer-success-how-to-scale-may-eu
ON TODAY'S EPISODE:
In this week’s episode of Impact Weekly, Johan and Lincoln tackle a critical challenge facing leaders today: How do you maintain morale and retain your top performers amid significant organizational changes? From navigating economic shifts to adjusting to new market realities, they provide insightful strategies for keeping your team engaged and committed.THIS WEEK'S QUESTION:
“How do you maintain morale and retain the A-players while managing major changes?”TOPICS BEING ADDRESSED:
Leadership strategies for maintaining morale during organizational changesUnderstanding and addressing the impact of economic downturns and market shifts on team dynamicsPractical approaches for retaining top talent in uncertain timesQUOTES:
Johan Nilsson (08:00): “A players or top performers might be the first ones leaving when they see major changes because they are protecting themselves.”
Lincoln Murphy (15:37): “You need to carve out unavoidable churn from your team’s responsibilities to protect morale.”
Johan Nilsson (24:58): “Talk about next steps and career progressions frequently; it's crucial, especially when your company's going through major changes.”
Lincoln Murphy (31:00): “Don't retreat to the spreadsheet. This is the time to shine as a leader and be really close to your people.”
Johan Nilsson (16:45): “Actions create momentum and boost morale, focusing on short-term wins can rally your team.”Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Our Impact Academy Head of CS: How to Scale training starts May 6, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/head-of-customer-success-how-to-scale-may-eu
ON TODAY'S EPISODE:
Dive deep into the multifaceted ways businesses can measure customer value beyond just annual recurring revenue. In this episode of Impact Weekly, Johan and Lincoln discuss various dimensions of customer value that encompass strategic importance, potential growth, and advocacy, enhancing how businesses can view and leverage their customer relationships for long-term success.THIS WEEK'S QUESTION:
Exploring the concept of 'Customer-level Value' — understanding success potential, ARR growth possibilities, and strategic customer roles.The importance of 'TAM Expansion' by entering new markets, discovering new use cases, and identifying profitable customer segments.How 'Company Strategy' aligns with customer input to drive product development and recognizes the importance of early adopters and domain experts.
"Apart from ARR, what other factors should we consider to gauge the value of our customers given our current focus is solely on ARR?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (08:02): “Customer value extends beyond ARR—it’s about potential, advocacy, and strategic alignment.”
Johan Nilsson (15:37): “Identifying customers that can drive our product roadmap is crucial; these are often your early adopters or domain experts.”
Lincoln Murphy (22:45): “Success isn’t just about the revenue a customer brings, but also about their strategic importance and the social proof they provide.”
Johan Nilsson (25:59): “Expanding into new markets or verticals isn't just growth; it’s about understanding where our customers can lead us.”
Lincoln Murphy (29:23): “The best customer relationships are those where there’s a clear alignment between their success and the ARR they generate.”Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
ON TODAY'S EPISODE:
In today’s episode of Impact Weekly, Johan and Lincoln explore the concept of productivity in the realm of customer success. They debunk the idea of "hacks" as mere shortcuts and delve into substantive strategies that can genuinely enhance productivity for Customer Success Managers (CSMs).THIS WEEK'S QUESTION:
“What are your favorite customer success hacks for staying productive throughout the day?”TOPICS BEING ADDRESSED:
Analyzing and improving day-to-day efficiency in customer success roles.Understanding and managing personal energy levels for optimal productivity.Leveraging technology and structured strategies to boost efficiency.QUOTES:
Lincoln Murphy (12:43): “If you're really just putting all of your effort into becoming more efficient, you may start to notice some things slipping.”
Johan Nilsson (15:37): “It’s important to bring up things that are outside your control and manage expectations realistically."
Lincoln Murphy (18:02): “Code-switching adds significant mental overhead. Grouping similar tasks or customer types can reduce that strain.”
Johan Nilsson (21:15): “Owning your calendar and managing your inbox are crucial for maintaining control over your day.”
Lincoln Murphy (25:58): “Align your tasks with your peak energy times to maximize your productivity.”Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
2-week Customer Advocacy training program starts 22-April, 2024. Learn more and sign-up here:
Setting the stage for advocacy through "orchestration"How tracking advocacy influences can be leveraged for future asksGraduated Advocacy Asks: Making increasingly impactful requests over time
https://www.impactdemy.com/courses/the-advocacy-program-apr-eu
ON TODAY'S EPISODE:
Unlock the power of real, enthusiastic customer advocacy. This week on Impact Weekly, Johan and Lincoln explore the strategies to turn your customers into your most potent marketing force. They lay down the importance of a systematic approach to advocacy, tracking, and making data-backed asks to cultivate authentic customer champions.
THIS WEEK'S QUESTION:
“How can customers see the value in being advocates? What's in it for the customer?”
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (18:00): "When you get to that point, the ask goes over much better because it's expected."
Johan Nilsson (19:00): "We need to keep track of that referral process, not just for our sake but to better our advocacy ask later."
Lincoln Murphy (20:00): "By reminding them how important unbiased reviews were to them, you make them want to share their story."
Lincoln Murphy (21:00): "We're having larger, more intense asks over time, and that's invoking consistency and commitment."
Johan Nilsson (22:00): "You need to operationalize this to get advocacy going. It's not just about asking; it's about setting things up."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Retention Training starts on 8-April, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/the-retention-program-apr-eu
ON TODAY’S EPISODE:
In this week’s episode of Impact Weekly, Johan and Lincoln help a Customer Success Manager to navigate pushy customers trying to negotiate discounts. They shed light on the reasons behind it and tactics to handle those interactions. They also share processes and strategies to avoid those situations.
THIS WEEK’S QUESTION:
“One of my least favorite things is to deal with customers that are really pushy and want to negotiate discounts. I've had several customers now threatening to cancel unless they get a better deal at renewal. Help me here. What should I do?”
TOPICS BEING ADDRESSED:
* Effective tactics to handle pushy customers
* Recognizing irrational request
* Necessary processes to avoid those situations
QUOTES:
Lincoln Murphy (01:52): “We need CSMs to be comfortable with the fact that we are in a commercial relationship with the customer”
Lincoln Murphy (07:18): “Something that was happening inside the company has nothing to do with the competitor’s market forces.”
Lincoln Murphy (11:59): “One of the few times I wanna send somebody to our competitor is when they're being irrational with us.”
Lincoln Murphy (14:04): “You as the CSM should not be having to figure out what to do in the moment”
Johan Nilsson (19:23): “A simple rule of thumb when you negotiate is that you need to communicate clearly”Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
ON TODAY'S EPISODE:
Understanding the spectrum of customization in SaaS products and its impact on scalability.The importance of defining your business model and customer success potential to align with your customization strategy.Strategies for Customer Success Managers to handle customization requests without compromising the product's integrity or scalability.
In Episode 69 of Impact Weekly, Johan and Lincoln tackle the delicate balance between offering tailored solutions and maintaining a scalable product in the SaaS industry. They dive deep into the nuances of customization, from fully bespoke developments to configurable features within a product, shedding light on how Customer Success Managers can navigate these waters effectively.
THIS WEEK'S QUESTION:
"From a customer success angle, how do you balance offering customization with ready-to-use features in a SaaS product? What's the upside and downside to each?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (03:28): “Customizations occur within the confines of the product as it's built. You're really making the product your own, but you're not changing the product. You're just configuring it.”
Johan Nilsson (08:02): “A lot of times, customization is about doing customer success actually. It's really about customizing the way you talk about what the customer's needing to do, speaking their language.”
Lincoln Murphy (11:57): “If we start customizing the product, I've seen this happen a lot of times where we do everything the customer requests... we build some sort of a monster.”
Lincoln Murphy (17:37): “Sometimes you have to be able to push back and say no... but it's critical that you do that.”
Johan Nilsson (19:37): “Don't start with how. That will bring you down to the wrong path. Always understand the objective first.”Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Impact Academy Retention Program starts April 8, 2024. Learn more and sign-up here:
Understanding the context and health of customer relationships.Strategies for engaging and communicating value to clients.The importance of aligning customer success efforts with client goals and outcomes.
https://www.impactdemy.com/courses/the-retention-program-apr-eu
ON TODAY'S EPISODE:
In this episode, Johan and Lincoln tackle a pressing challenge faced by many in Customer Success Management: managing major clients who are avoiding renewal discussions. They provide a deep dive into understanding the context of such situations, exploring customer health scores, meaningful usage, and the progress towards goals. The conversation illuminates strategies for engaging clients effectively, emphasizing the importance of providing value and aligning with customer goals beyond the renewal date.
THIS WEEK'S QUESTION:
"My major client, significant in terms of annual revenue, is avoiding every meeting I try to schedule for renewal. What should I do?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (06:57): "We're not just trying to renew customers; we're trying to make them successful. The side effect of a successful customer is that they're going to renew."
Johan Nilsson (14:02): "It's not about sitting in a box. A world-class Customer Success Manager knows it's about meaningful meetings and setting the right priorities."
Lincoln Murphy (22:15): "If all you do is take your terrible message and send it across different channels, now you're just annoying them at scale."
Johan Nilsson (29:50): "Renewal shouldn't dictate our overall engagement. We're focused on their next quarter, their next goal, moving them further towards achievement."
Lincoln Murphy (33:08): "Time flies. We're six months into the year already. Your contract is going to renew in six months. Let me know if there's going to be any issues."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
ON TODAY'S EPISODE:
The growing trend of hiring domain experts as CSMs and its driving factors.The dual-edged sword of domain expertise in customer success roles: potential benefits and inherent challenges.Effective strategies and training approaches to transform domain experts into successful CSMs.
In this insightful episode of Impact Weekly, Johan and Lincoln tackle a prevalent challenge in the SaaS industry—integrating domain experts into customer success roles without prior experience. They delve into why companies are increasingly leaning towards this trend, the benefits it brings, and the hurdles both the domain experts and companies face. Moreover, they share practical strategies to empower these domain experts to excel as customer success managers (CSMs), ensuring they can leverage their specialized knowledge to drive customer success and business growth.
THIS WEEK'S QUESTION:
"I'm responsible for a team of Customer Success Managers with great domain expertise, but basically no experience in customer success. What would you have me do?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln: “You can't teach experience, but you can certainly equip domain experts with the customer success tools they need to excel.” (07:22)
Johan: “Having domain expertise is a great advantage, but being a strategic advisor rather than doing the work for the customer is key.” (18:04)
Lincoln: “A good CSM can be better at helping customers than someone with just domain expertise. It's about moving from A to B to C, understanding and aligning with the customer's goals.” (11:38)
Johan: “Upskilling in customer success, not just in the domain, is what will truly elevate your team to the next level.” (18:50)
Lincoln: “It's not just about knowing the field—it's about knowing how to leverage that knowledge to drive customer success.” (16:12)Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Retention Training starts on 8-April, 2024. Learn more and sign-up here:
The vital role of proactive engagement in customer retention.Transitioning from reactive problem-solving to strategic, future-focused planning.Cultivating a retention-centric mindset within customer success teams.
https://www.impactdemy.com/courses/the-retention-program-apr-eu
ON TODAY'S EPISODE:
In this episode of Impact Weekly, we explore the challenge of juggling immediate customer support crises with the necessity for long-term planning. With a spotlight on retention, we delve into strategies for shifting from a reactive to a proactive engagement model, ensuring success and sustainability.
THIS WEEK'S QUESTION:
"I'm swamped over here. We're running around, putting out fires, barely holding on to customers. But we also know we should be planning for the long term. How do I even balance that?"
TOPICS BEING ADDRESSED:QUOTES:
Johan Nilsson (00:03:42): "Turning crisis into opportunity is the first step towards proactive retention."Lincoln Murphy (00:07:58): "The key to sustainable growth is not just solving problems but preventing them."Johan Nilsson (00:12:24): "Investing in retention is investing in the future of your business."Lincoln Murphy (00:17:36): "Empathy and understanding are at the heart of proactive customer success."Johan Nilsson (00:23:15): "Building a culture of anticipation, not just reaction, changes the game in customer success."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Customer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:
The evolution of Customer Success roles beyond traditional tasks towards strategic value addition.The shift towards operational efficiency and its importance in sustaining Customer Success.The critical role of technology in enhancing Customer Success efforts, particularly through automation and AI.The indispensable human-tech synergy in delivering an appropriate customer experience.
https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24
ON TODAY'S EPISODE:
In this enlightening continuation of our exploration into the future of Customer Success, Johan and Lincoln dive deeper into reasons two through five, ensuring the necessity of Customer Success roles in the evolving landscape of technology and customer engagement.
They challenge the notion of obsolescence and instead argue for the evolution and augmentation of Customer Success roles through strategic value addition, efficient operations, technological advancements, and maintaining a human-tech synergy.
THIS WEEK'S QUESTION:
"Will Customer Success even be needed in a few years?"
TOPICS BEING ADDRESSED:QUOTES:
Johan (00:02:17): "It's about evolution, not elimination. The key tasks may change, but the need for strategic, high-value contributions will always remain."
Lincoln (00:07:43): "The shift from growth at all costs to efficiency doesn't mean scaling down on Customer Success; it's about optimizing operations to continue delivering value."
Johan (00:11:22): "Technology, especially AI, is not a threat but a catalyst for Customer Success, enabling us to do more and better."
Lincoln (00:15:39): "Meetings with customers are the most expensive thing we do. We must ensure they're as efficient and effective as possible."
Johan (00:19:37): "Maintaining a human-tech synergy is crucial. It's about using technology to augment, not replace, the human elements of Customer Success."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Customer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:
The evolving role of Customer Success in the age of AI and automationThe importance of human interaction in delivering customer successStrategies for adapting Customer Success roles to future business needs
https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24
ON TODAY'S EPISODE:
The Future of Customer Success: Essential or Endangered? In this thought-provoking episode, Lincoln and Johan dive into the heart of a provocative question: "Will Customer Success even be needed in a few years?"
They explore the evolving landscape of customer success amidst technological advancements and changing business models, offering insights into the roles humans will continue to play in ensuring customer success.
THIS WEEK'S QUESTION:
"Will Customer Success even be needed in a few years?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (08:15): "We're seeing a shift where technology enhances, but doesn't replace, the human element in customer success."
Johan Nilsson (12:42): "True customer success comes from understanding and adapting to our customers' evolving needs."
Lincoln Murphy (15:37): "Automation can handle tasks, but it can't replicate the trust and rapport built by humans."
Johan Nilsson (18:22): "The future of Customer Success lies in strategic, high-impact human interactions, not in replacing humans with bots."
Lincoln Murphy (21:58): "Our role is to ensure that customer success evolves in a way that technology serves to amplify our human strengths, not to overshadow them."Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. -
Success Plan training starts March 4, 2024 at Impact Academy
Learn more and sign-up here:
https://www.impactdemy.com/courses/the-success-plan-program-mar-eu
ON TODAY'S EPISODE:
In this captivating episode of Impact Weekly, Johan and Lincoln continue their insightful discussion on the top five traps that Customer Success Managers (CSMs) face, focusing on traps three through five. They delve into each trap with depth, providing practical strategies for CSMs to not only avoid these pitfalls but to turn them into opportunities for growth, thereby enhancing customer success and satisfaction.
THIS WEEK'S QUESTION:
"What are the biggest traps you can fall into as a CSM, and how can you get out?"TOPICS BEING ADDRESSED:
The Problem Solver: The inclination to focus solely on resolving customer issues, which can overshadow the primary goal of ensuring customer success.Hope as a Strategy: Relying on hope rather than concrete, data-driven strategies to guide customer success efforts.Yielding to Every Customer Demand: The risk of compromising the strategic direction by adhering strictly to all customer requests without critical assessment and alignment with success goals.QUOTES:
"Being a problem solver can distract from the real goal, which is to help the customer succeed, not just solve their immediate problems." – Johan (02:13)"Hope is not a strategy; we need to be data-driven and proactive in our approach to customer success." – Lincoln (11:17)"Solving for a problem without understanding the customer's goal can turn into a trap of its own." – Lincoln (14:32)"Simply doing everything a customer asks for doesn't guarantee success; it requires strategic thought and alignment with their goals." – Johan (20:47)"Avoiding these traps isn't just about steering clear of pitfalls; it's about proactively setting both the CSM and the customer up for success." – Lincoln (28:46)Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
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Success Plan training starts March 4, 2024 at Impact Academy
Firefighting Mode: The cycle of constantly dealing with churned customers, which prevents CSMs from engaging in proactive, high-value activities.Lack of Confidence: How a CSM's lack of confidence can impact customer relationships and the importance of building objective confidence for meaningful engagements.
Learn more and sign-up here:
https://www.impactdemy.com/courses/the-success-plan-program-mar-eu
ON TODAY'S EPISODE:
This week on Impact Weekly, Johan and Lincoln tackle the critical traps that Customer Success Managers (CSMs) often fall into. With insights and practical advice, they delve into the first two of the top five traps, offering strategies not just for avoiding these pitfalls but for transforming them into opportunities for growth and success.
THIS WEEK'S QUESTION:
"What are the biggest traps you can fall into as a CSM, and how do you get out?"
TOPICS BEING ADDRESSED:QUOTES:
Johan: "Firefighting mode is a vicious cycle where you miss out on doing proactive work." (04:24)Lincoln: "Sharpening the saw is crucial; we can't just keep spinning our wheels without moving forward." (05:37)Lincoln: "A lack of confidence can lead to people-pleasing, which traps you in ineffective cycles." (14:02)Johan: "Objective confidence is a game changer, empowering CSMs to engage with senior stakeholders effectively." (17:15)Lincoln: "Focusing on high-percentage activities moves you away from firefighting mode and sets customers up for expansion." (11:43)Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
Do you have a question you want us to answer? Submit it here. - Daha fazla göster
