Afleveringen
-
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. -
Zijn er afleveringen die ontbreken?
-
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/
Do you have a question you want us to answer? Submit it here. -
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. -
ON TODAY'S EPISODE:
In "Chaotic Harmony: Customer Success in Early-stage Startups," Johan and Lincoln delve into the complex world of Customer Success Managers (CSMs) in startup environments. They explore how CSMs can navigate the unique challenges and create effective strategies amidst the unpredictability of startups.THIS WEEK'S QUESTION:
The critical role of customer learning and development in startup environments.The importance of managing expectations across all levels: customers, leadership, and self.Adapting and evolving strategies with the startup's growth, using the 'Success Potential Checklist'.
"How do I create the best working conditions as a CSM in a SaaS startup where there are no set ways of doing things?"
TOPICS BEING ADDRESSED:QUOTES:
Johan Nilsson (00:00:37): "We're focusing on how CSMs can excel in SaaS startups without established methods."
Lincoln Murphy (08:12): "Learning from customers is a key part of the startup journey. It's more about discovery than teaching."
Lincoln Murphy (12:45): "Understanding the 'how' and 'why' behind product usage is crucial in the early stages of a startup."
Johan Nilsson (19:33): "In startup environments, effective management of workload is essential to prevent burnout."
Lincoln Murphy (21:58): "Early structuring, like webinar-based training, sets the stage for future scalability and expectation management."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. -
Learn more and sign-up for Impact Academy's Partner Success Program here:
The definition and significance of partner success potentialThe importance of creating a robust partner success planThe necessity of understanding and aligning the evolving goals of partners and end customers
https://www.impactdemy.com/courses/partner-success-feb-eu
ON TODAY'S EPISODE:
This is a replay of episode 35 of Impact Weekly, Johan and Lincoln take a deep dive into the complex world of partner success within a multi-channel landscape. They discuss the differences and similarities to traditional customer success and offer insights on how to ensure that both the partner's and the end customer's success align perfectly.
THIS WEEK'S QUESTION:
"I'm setting up a partner success, what are the differences and similarities to normal customer success, and what are our recommendations?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (10:48): “Even in the best scenario, you want to rely as little on other people as you can.”
Lincoln Murphy (11:50): “So to the extent possible, you want to create the playbooks and the processes... the same thing you would do for your CSMs, we want to do for them.”
Johan Nilsson (15:30): “We need to have a partner success plan. And I would say also that this can differ between partners as well.”Lincoln Murphy (18:30): “If right now you cannot do a lot of enablement for them... that will tell you right now, whether some partners have success potential or not.”
Johan Nilsson (19:45): “Be aware that usually a partner strategy requires quite a lot of enablement to make it successful and be aware that you have those resources and you have that maturity in the company before you launch.”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. -
Learn more about Impact Academy Customer Success training here:
https://www.impactdemy.com/collections
ON TODAY'S EPISODE:
In episode 59, Johan and Lincoln explore the vital aspects of skill and competence development for Customer Success Managers (CSMs). The discussion revolves around the necessity of a growth mindset, the importance of proactive training, and the need for continuous self-improvement in the ever-changing landscape of customer success. This episode provides invaluable insights for CSMs and heads of Customer Success aiming to elevate their careers.THIS WEEK'S QUESTION:
Embracing a growth mindset for career advancement and skill enhancement in customer success.The significance of proactive and ongoing training to meet evolving role requirements.The consequences of relying on outdated skills and methods, and their impact on performance and customer relationships.
“What do you recommend I should develop, in terms of skills and competence, to advance my current Customer Success Manager role, my career?"
TOPICS BEING ADDRESSED:QUOTES:
Johan (00:31:37): “With a growth mindset, you will have progress. Being proactive and deliberate in your training is key.”
Johan (00:11:23): “Improving skills and competence is top of mind for anyone in customer success.”
Lincoln (00:07:45): “What worked five years ago to make you world-class in your role is now actually keeping you from being world-class.”
Johan (00:12:17): “I want to invest in my team’s skills and competence because we’re going to do major things going forward."
Lincoln (00:19:37): “It’s harmful to let your Customer Success Managers practice on your customers. There’s always refinement and practice in staying top of your game.”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:
"Kickstart 2024: New Years Strategies for Customer Success Managers and Leaders" delves into effective strategies and reflections that customer success professionals should consider at the start of a new year. Johan and Lincoln discuss practical steps for CSMs and CS leaders to set the tone for a successful year, covering goal reassessment, capacity planning, and the importance of deliberate actions for sustained momentum.THIS WEEK'S QUESTION:
The significance of reflection and goal reassessment at the start of the year.Capacity planning and resource allocation for CSMs and CS leaders.The importance of deliberate actions and building momentum for a successful year.
"Starting the year off, what are some key actions I should take for a positive beginning?"
TOPICS BEING ADDRESSED:QUOTES:
Johan Nilsson (04:00): "Customer Success Managers... need to find our own energy, our own motivation, and see, okay, where am I going here?"
Lincoln Murphy (06:00): "You need to understand why you are doing the things you're doing and why you're going to do the things that you're going to do."
Lincoln Murphy (14:37): "Evaluate your portfolio of customers... which ones are a bad fit, which means they don't have success potential."
Johan Nilsson (22:57): "As head of CS... you want to sync with your executives, also have a clear discussion on the strategy, what are the targets for the year."
Lincoln Murphy (30:02): "If you have employees, you should probably want them to be the best at what they do."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. -
Join our Customer Onboarding training that starts 22-January, 2024.
==>Learn more and sign-up here.
ON TODAY'S EPISODE:
In this episode, Lincoln addresses a variety of complex challenges and practical strategies in the realm of customer onboarding. He provides insights into making kickoff calls valuable, managing customer expectations, ensuring smooth transitions between onboarding and adoption, and adapting to changes in goals or requirements during the onboarding process.
THIS WEEK'S QUESTION:
This episode doesn't revolve around a single question but rather explores a range of questions related to customer onboarding, covering strategies for engagement, communication, and adapting to evolving customer needs.TOPICS BEING ADDRESSED:
Strategies for enhancing customer cooperation and engagement during onboarding.Best practices for kickoff calls and initial customer communications.Managing transitions and changes during the onboarding process.QUOTES:
Lincoln Murphy (06:54): "In customer onboarding, it's crucial to manage expectations and communicate effectively, ensuring that no customer feels like they're in the dark."
Lincoln Murphy (12:37): "When a company's goals or stakeholders change during onboarding, it's a signal to revisit our initial approach and adapt swiftly."
Lincoln Murphy (17:15): "The transition from onboarding to adoption is more than a procedural shift; it's about refocusing on broader business goals."
Lincoln Murphy (21:03): "Quarterly Business Reviews (QBRs) should be strategic, focused on how our product impacts the customer's business, not just a routine check-in."
Lincoln Murphy (25:46): "Recording sessions with clients isn't about micromanagement; it's about creating valuable assets for coaching and customer reference."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 this episode, Johan and Lincoln explore key trends in Customer Success Management (CSM) for 2024. They discuss the evolving landscape of product-led growth, the rising importance of personal branding for CSM professionals, and the increasing role of asynchronous communication in customer success strategies.THIS WEEK'S QUESTION:
"What are the main trends and predictions for customer success in 2024, and how will they impact the role of CSMs and heads of Customer Success?"TOPICS BEING ADDRESSED:
The balance between product-led growth (PLG) and customer success operations.The importance of personal branding for Customer Success Managers and leaders.The rise of asynchronous communication methods in customer success.QUOTES:
Lincoln Murphy (12:14): "Product-led growth is not just about having a great product, but also about robust customer success operations behind it."
Johan Nilsson (15:37): "Building a personal brand is not just beneficial for career growth, but also amplifies effectiveness in customer success roles."
Lincoln Murphy (20:58): "Async communication like using video tools isn't just about efficiency for CSMs, it's also about creating a more flexible and effective experience for customers."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:
Efficiency and Capacity Planning in Customer Success.The Rising Importance of Goal Discovery and Customer Outcome Alignment.Expansion Strategies and the Role of Pooled Resources.The Integration of AI in Customer Success.
In this episode of Impact Weekly, Johan and Lincoln delve into the predictions for customer success in 2024. They explore the evolving landscape of Customer Success Management (CSM) and how various factors like efficiency, capacity planning, goal discovery, expansion, pooled resources, and AI integration are shaping the future. The episode offers a glimpse into what CSMs and heads of customer success can expect in the coming year and beyond.
THIS WEEK'S QUESTION:
"What are the main trends and predictions for customer success in 2024, and how will they impact the role of CSMs and heads of Customer Success?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (04:18): “The most efficient way to grow revenue is to have your customers buy more... and this is where efficient expansion comes into play.”
Johan Nilsson (06:22): “Pooled resources can be a game-changer if you have the right systems and context in place.”
Lincoln Murphy (14:11): “AI in customer success is not just about analytics; it's evolving into live coaching and task management, enhancing the CSM's efficiency.”
Johan Nilsson (17:37): “With AI, we're not just automating tasks; we're elevating the CSM's ability to focus on more strategic aspects of customer success.”
Lincoln Murphy (11:54): “Efficiency isn't just about doing more with less; it's about being strategically smart with what we have.”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:
Impact Weekly Unwrapped: Our Top Insights from 2023's Most Popular Episodes. In this special year-end episode, Johan and Lincoln reflect on the most downloaded episodes of 2023, exploring the key themes and insights that resonated with Customer Success Managers and Heads of Customer Success. Dive into a comprehensive analysis of the year's most influential topics, from efficiency and capacity planning to goal discovery and expansion strategies.
THIS WEEK'S QUESTION:
"What were your most downloaded episodes in 2023 and what were the main themes you talked about this year?"TOPICS BEING ADDRESSED:
Efficiency / Capacity Planning: Tackling the shift towards operational efficiency and strategic capacity planning in Customer Success.Goal Discovery: Emphasizing the importance of understanding and aligning with customer goals for effective Customer Success Management.Expansion: Exploring strategies for revenue growth and customer expansion as a core element of Customer Success.OTHER EPISODES MENTIONED:
Efficiency / Capacity Planning:Episode 22: Say Goodbye to Low, High, and Tech Touch: What to Do Instead #4 all timeEpisode 51: Customer Success is in its Efficiency Era now (From Growth to Profit)Episode 34: Unlocking Potential: How to Allocate Customers to CSMsEpisode 29: Scaling Customer Success: High Impact vs Low Impact ActivitiesEpisode 11: ARR per CSM is outdated - capacity planning done rightGoal Discovery:Episode 17: The Power of Goal Discovery #5 all timeEpisode 39: Continuous Goal Alignment: The Secret to World-Class Customer SuccessEpisode 38: Goal Discovery: The Essential Task You Don't Have Time for (Until Now!)Expansion:Episode 23: Selling to Existing Customers: Why most Companies leave Money on the TableEpisode 52: Expansion is Success: Why Land and Maintain isn't EnoughEpisode 16: Customer Growth: Discovering and Achieving your Expansion PotentialEpisode 7: The Secret to Thriving in Expansion Sales, Even If You're Not a NaturalQUOTES:
Lincoln Murphy (06:04): "In 2023, we became much more efficiency-focused in Customer Success."
Johan Nilsson (12:20): "It's about making sure we're delivering the appropriate experience and having the right coverage model."
Lincoln Murphy (16:48): "If you don't know your customer's goals, you can't really be doing customer success."
Johan Nilsson (21:35): "We need to get back to doing real customer success again."
Lincoln Murphy (26:15): "Once you get past the idea that revenue generation has to be a function of sales, you see the potential 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. -
ON TODAY'S EPISODE:
In this insightful episode of Impact Weekly, Johan and Lincoln tackle the challenging issue of CSM burnout in the context of customer success management. Despite appearing under capacity on paper, many CSMs report feeling overwhelmed and burned out. The discussion revolves around uncovering what might be missed in these situations and how leaders can effectively address and prevent burnout in their teams.THIS WEEK'S QUESTION:
Understanding the ongoing and stretching nature of customer success relationships.The significance of early recognition and intervention in cases of CSM burnout.The trio of mastery, value, and autonomy as key components for high-performing customer success teams.
"On paper it looks like my CSMs should be under capacity, but they are telling me that they’re burned out. What am I missing here and how do I handle this?"
TOPICS BEING ADDRESSED:QUOTES:
Lincoln Murphy (00:21:37): "In customer success, it's more about these ongoing relationships that can stretch over time without really getting to the final, the finish line of things.".
Lincoln Murphy (00:06:12): "Those times where we don't know that this is ever going to end, that's when it really starts to weigh on you.".
Johan Nilsson (00:19:45): "It's critical to pay attention to signals of potential burnout, both in yourself as a Customer Success Manager and in your team if you're leading one."
Lincoln Murphy (00:42:37): "If your CSMs are burned out and you don't notice, that's on you. Look for these things early, intervene early, put on your coaching hat."
Johan Nilsson (00:38:22): "The recipe for really high performing customer success management includes mastery, feeling valued, and autonomy."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 4-Dec, 2023!
==> Learn more and sign-up here.
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. - Laat meer zien
