Impact Weekly: Recent Episodes
Johan Nilsson & Lincoln Murphy
Johan Nilsson CEO & Founder of Startdeliver and Lincoln Murphy, Thought Leader & Growth Architect (Sixteen Ventures) have a simple mission: equip Customer Success Professionals with what they need to excel at Customer Success. In Impact Weekly they address common questions and issues within Customer Success with concrete tips on how to approach and solve them.
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 churn
- Strategies for addressing and mitigating lagging churn
- Effective communication with management about potential churn issues
QUOTES:
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.
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here: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:
- Setting the stage for advocacy through "orchestration"
- How tracking advocacy influences can be leveraged for future asks
- Graduated Advocacy Asks: Making increasingly impactful requests over time
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: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:
- 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.
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:
"At the moment I have zero expansion opportunities. Where and how do I start?"
TOPICS BEING ADDRESSED:
- 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.
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:“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:
- Importance of recognizing and adapting to diverse customer characteristics in Customer Success
- The pitfalls of traditional price plan segmentation and its impact on efficiency and service quality
- Practical strategies for implementing tailored customer success approaches
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:
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:
- 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.
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 changes
- Understanding and addressing the impact of economic downturns and market shifts on team dynamics
- Practical approaches for retaining top talent in uncertain times
QUOTES: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:"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:
- 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.
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: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:
- Setting the stage for advocacy through "orchestration"
- How tracking advocacy influences can be leveraged for future asks
- Graduated Advocacy Asks: Making increasingly impactful requests over time
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: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:
- 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.
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:
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:
- 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.
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: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:
- 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.
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:
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:
- 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.
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:
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:
- 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.
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:
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:
- The evolving role of Customer Success in the age of AI and automation
- The importance of human interaction in delivering customer success
- Strategies for adapting Customer Success roles to future business needs
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
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:
- 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.
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:"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:
- 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'.
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:
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:
- The definition and significance of partner success potential
- The importance of creating a robust partner success plan
- The necessity of understanding and aligning the evolving goals of partners and end customers
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:
“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:
- 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.
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:
"Starting the year off, what are some key actions I should take for a positive beginning?"
TOPICS BEING ADDRESSED:
- 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.
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:
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:
- 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.
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 time
- Episode 51: Customer Success is in its Efficiency Era now (From Growth to Profit)
- Episode 34: Unlocking Potential: How to Allocate Customers to CSMs
- Episode 29: Scaling Customer Success: High Impact vs Low Impact Activities
- Episode 11: ARR per CSM is outdated - capacity planning done right
- Goal Discovery:
- Episode 17: The Power of Goal Discovery #5 all time
- Episode 39: Continuous Goal Alignment: The Secret to World-Class Customer Success
- Episode 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 Table
- Episode 52: Expansion is Success: Why Land and Maintain isn't Enough
- Episode 16: Customer Growth: Discovering and Achieving your Expansion Potential
- Episode 7: The Secret to Thriving in Expansion Sales, Even If You're Not a Natural
QUOTES: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:"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:
- 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.
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:
"At the moment I have zero expansion opportunities. Where and how do I start?"
TOPICS BEING ADDRESSED:
- 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.
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.
ON TODAY'S EPISODE:
In this episode, Johan and Lincoln explore the challenges and strategies for Customer Success Management amidst a shift from growth to profit in many companies. They focus on the implications and nuances of efficiency metrics such as ARR per employee, providing insights on how heads of customer success can effectively adapt to this changing landscape.
THIS WEEK'S QUESTION:
"My company has recently switched focus from growth to profit, and with that came a lot of questions on efficiency, like measuring ARR per employee and such. How do I navigate this as head of CS?"
TOPICS BEING ADDRESSED:
- The evolution from growth metrics to efficiency metrics within Customer Success.
- Understanding and managing the implications of focusing on ARR per employee.
- Strategies for Customer Success teams to thrive in an environment prioritizing profitability and efficiency.
QUOTES:Johan Nilsson (00:01:37): "My company has recently switched focus from growth to profit... How do I manage or navigate in this new environment as head of CS?"
Lincoln Murphy (02:43): "We're seeing a move towards efficiency metrics... like ARR per employee."
Lincoln Murphy (04:15): "Customer success is about driving customer expansion, not just maintaining the status quo."
Johan Nilsson (02:22): "Customer Success is not a cost center, but a growth center."
Johan Nilsson (05:48): "Working with customers is not an immediate quick fix; it's the long term that makes the big difference."
Johan Nilsson (26:32): "Avoid this efficiency trap that's Customer Success. It's a cost center. It's not, it's a growth center."
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:
Defining the customer journey can be complex and crucial. In this episode of Impact Weekly, Johan and Lincoln tackle the intricacies of life cycle stages in a company. They explore who typically defines these stages and what factors can impact their definition, offering valuable insights for Customer Success Managers and Heads of Customer Success.
THIS WEEK'S QUESTION:
“Who typically defines the life cycle stages in a company? And what factors can impact the definition of life cycle stages?”
TOPICS BEING ADDRESSED:
- The critical role of Customer Success in defining life cycle stages.
- The importance of life cycle stages in understanding and tracking customer progress.
- How life cycle stages aid in effective capacity planning and prioritization.
QUOTES:
Lincoln Murphy (00:04): “Onboarding is the most common life cycle stage, yet many companies lack a clear definition of when a customer is onboarded.”
Johan Nilsson (00:14): “Life cycle stages must be practical and operational, not just ideas on paper.”
Lincoln Murphy (00:18): “It's about making sure the customer is progressing towards their goal... that's what Life Cycle Stages are for.”
Johan Nilsson (00:22): “Life cycle stages should serve us, but more importantly, the customer.”
Lincoln Murphy (00:26): “We will sell more if we actually make our customers successful, rather than just trying to sell them more.”
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:
Navigating the delicate balance of incorporating user feedback into product development is no small feat. This week on Impact Weekly, Johan and Lincoln unpack the complex dynamics of feedback loops in the world of Customer Success Management (CSM). They offer their seasoned perspectives on distinguishing valuable insights from noise and emphasize the critical nature of closing the communication loop with both customers and internal teams.
THIS WEEK'S QUESTION:
“What's the best approach when collecting the feedback from sales and the CSM team? How do you find the balance between listening to clients and sticking to your roadmap?”
TOPICS BEING ADDRESSED:
- The art of discerning actionable feedback from the noise and how to prioritize it within the product development cycle.
- Strategies for managing customer expectations when they provide feedback and the reality of product feature implementation.
- The importance of communication in closing feedback loops internally between Customer Success, Sales, and Product teams.
QUOTES:
Johan Nilsson (00:27:00): "When they give feedback, they're opening up. We need to be extra careful to really listen and understand."
Lincoln Murphy (00:28:00): "Making customers feel heard is a huge part of human communication. It's not just about the feedback, it's about their experience and context."
Lincoln Murphy (00:30:00): "An open loop with the customer is way worse than being told 'no'—it leads to overthinking and negative speculation."
Johan Nilsson (00:32:00): "We need to avoid spamming our product team with everything; prioritize the feedback that aligns with our highest goals."
Lincoln Murphy (00:33:00): "Be clear with customers that their feedback is a request, not a promise. Honesty and transparency are key in managing expectations."
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:
Navigating the complex world of Customer Success Management (CSM) often raises the question: How specialized should a CSM be in their customers' businesses? In episode 48 of Impact Weekly, Johan and Lincoln explore this intricate balance, emphasizing the importance of curiosity, resourcefulness, and focus on customer goals. Tune in to find out what CSMs should really be experts in—and what they shouldn't.
THIS WEEK'S QUESTION:
“When working with a large amount of different customers, how do you manage to become an expert in each of their businesses and absorb everything you should know about them?”
TOPICS BEING ADDRESSED:
- The role of curiosity in customer engagement and understanding
- The importance of leveraging available resources for CSMs
- Managing expectations within Customer Success teams
QUOTES:
Lincoln Murphy (23:15): "If you're not curious about your customers, you're going to have a hard time as a CSM."
Johan Nilsson (24:47): "Being the expert on bridging the gap between the customer's goal and your product—that's where we should be the experts."
Lincoln Murphy (28:12): "If you have CSMs thinking they need to be experts in everyone's business, then as a Head of Customer Success, you've failed in managing expectations."
Lincoln Murphy (25:40): "Being curious gets them to talk about themselves and connects the dots between the process they have to go through and their goal attainment."
Johan Nilsson (30:00): "Curiosity will get you so far. Be curious about your customers and their business."
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 program starting November 27th: Learn more and sign-up here
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:
- Setting the stage for advocacy through "orchestration"
- How tracking advocacy influences can be leveraged for future asks
- Graduated Advocacy Asks: Making increasingly impactful requests over time
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 program starting November 27th: Learn more and sign-up here
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:
- 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.
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.
ON TODAY'S EPISODE:
Unpacking the critical difference between customer KPIs and user KPIs, Johan and Lincoln shed light on the importance of understanding and measuring true customer achievement. With a deep dive into the layers of success metrics, this episode reveals how best to align them with genuine business outcomes.
THIS WEEK'S QUESTION:
“Customer KPIs VS users KPIs: which one to prioritize, are they both needed? Is there a need to differentiate?”
TOPICS BEING ADDRESSED:
- The pivotal distinction between customer-centric metrics and user-level metrics in driving outcomes.
- The role of key events in measuring progress and aligning them with customer goals.
- Leveraging different stakeholders, including admins, super users, and champions, to amplify success.
QUOTES:
Johan Nilsson (01:45): “When you open the Pandora box of Customer Success KPIs, you can actually talk about a lot of things.”
Lincoln Murphy (06:45): “The only reason you exist in their world is for them to achieve their goals.”
Lincoln Murphy (13:45): “If you don't know what the customer's goal is, you're not really doing customer success.”
Johan Nilsson (14:15): “Key events are indications, not the truth, but indications of a customer on their way to hitting a goal.”
Lincoln Murphy (20:40): “If the data is available somewhere in your company, it's your job to get access to it.”
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:
Breaking through departmental silos, Johan and Lincoln shed light on the multifaceted value of Customer Success. Beyond just retention, they emphasize the interdependence of various teams and the pivotal role Customer Success plays across the entire company.
THIS WEEK'S QUESTION:
“How do you show the importance of customer success to the wider team?”
TOPICS BEING ADDRESSED:
- The overarching impact of Customer Success on departments such as Product, Finance, Marketing, and Sales.
- Strategies for advocating and showcasing the importance of the Customer Success team internally.
- Exploring the intricacies of Net Revenue Retention and its relationship with different departments.
QUOTES:
Lincoln (07:52): "It's not that sales doesn't have these other things that influence them. They just take control of it and advocate for their team."
Johan (09:21): "Customers talk, customers change jobs, and they bring you in if they like you."
Lincoln (14:36): “You have to be the advocate for yourself as head of customer success. You have to be the advocate for your team.”
Johan (23:50): “If we can help sales and marketing do acquisition better, easier, faster, we will get their attention.”
Lincoln (24:45): "Think about it. If there are things that are going to impact the ability of sales to hit their numbers, the head of sales is going to do whatever they can to fix those things."
Johan (29:02): "Today we're at 102 percent NRR and I have a plan here to get us to 120 percent NRR by end of next year."
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 2-Week Retention program for CSMs and Heads of CS starts on September 25, 2023. Learn more and sign-up here.
ON TODAY'S EPISODE:In this episode, we delve into the transformative world of customer success, exploring strategies that shift the focus from firefighting reactive measures to proactive, sustainable solutions. Johan and Lincoln share invaluable insights on breaking the cycle of customer churn, empowering teams, and achieving long-term growth by prioritizing the success of your customers.
THIS WEEKS 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:
Challenge of Balancing Short-Term and Long-Term Goals
Reactive and Proactive Customer Success
* Deprioritization and Resource Allocation
QUOTES:
Lincoln Murphy (03:14): "Reality is messy."
Johan Nilsson (05:24): "It's a vicious cycle. Customers that you're dropping the ball on, they will have one foot out of the door."
Lincoln Murphy (09:20): "Chasing customers and spending all of our resources to save just a few will lower NRR most likely."
Lincoln Murphy (21:05): we're not looking at how to prioritize everything, but what we are looking at is right now, what can we deprioritize?
Lincoln Murphy (29:15): "Celebrate moving customers through progress milestones; it's a crucial part of proactive customer success."
Johan Nilsson (29:47): "Visibility is key; you need a system that provides real visibility to drive positive change."
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 2-Week Retention program for CSMs and Heads of CS starts on September 25, 2023. Learn more and sign-up here.
ON TODAY'S EPISODE:
Net Revenue Retention (NRR) is unarguably a highly important metric but is it the main KPI for a Customer Success Manager? And if so, how do you track progress and make sure your actions influence NRR? In this episode of Impact Weekly, Johan and Lincoln will unwrap Net Revenue Retention and give practical advice on rollup metrics, prioritization and how to make sure you maximize NRR for your customers. THIS WEEKS QUESTION:“Is NRR the main KPI for a CSM?” TOPICS BEING ADDRESSED: The definition of NRR and the rollup metrics
The rule of 15 for prioritization
What most people miss with NRR - that make all the difference
QUOTES:*Lincoln Murphy (03:52): “Well, really, the primary reason why companies look at NRR is that its an indicator of whether your business is shrinking or growing”
Lincoln Murphy (05:29):” In fact, you know, why is your company investing in customer success? They're investing in customer success because it's the most efficient way to drive NRR and NRR drives company valuation. So it's pretty important stuff.”
Lincoln Murphy (11:30): “If you're giving a discount to a customer to stay and they're not actually gonna be successful, you may just be prolonging the inevitable. So whatever you do, you want to follow up with a success plan to get them back on track.”
Lincoln Murphy (11:46): “[The rule of fifteens] is something that you can kind of take a quick look at what's going on and as a head of customer success on an org level, we can look at our entire customer base.”
Lincoln Murphy (14:15): “[Contraction/Downgrades usually happen because of things that occur earlier in the life cycle. Oftentimes we can track contraction back to onboarding.”
Lincoln Murphy (15:42): “[...] it's not about trying to do anything at the last minute to save them and. It's about making them successful all along the way.”
Lincoln Murphy (17:08): “Everything seemed to be going well by all accounts. And then you realize that their goals had changed. You didn't sync up with them on those goals.”
Johan Nilsson (17:59): “That's why it's good to focus on contraction cases.[..] Because you cannot just only reduce the actual contraction, but you can even turn it around to an expansion opportunity.”
Lincoln Murphy (20:36): “If you focus on making your customer successful, and that's helping them achieve their desired outcome, and giving them their appropriate experience along the way, your customer will tend to stay longer, increase their spend and maybe even advocate for you.”
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:Johan and Lincoln tackle a pressing concern for Heads of Customer Success and Customer Success Managers: Why high usage doesn't equate to customer success. They explore the "Usage Trap" and introduce the concept of Success Gaps as a way to understand and act on customer goals effectively.
THIS WEEK'S QUESTION:“My customers are frequent users of our platform, but my numbers are not what I want when it comes to churn, contraction, as well as expansion. What can I do here?”
TOPICS BEING ADDRESSED:
- The critical difference between high usage and actual customer success
- Understanding the concept of "Success Gaps" and why they matter
- How to identify and act upon customer goals for meaningful progress
QUOTES:Lincoln Murphy (05:22): “High usage without context is like driving with a blindfold.”
Johan Nilsson (10:48): “Ignoring Success Gaps is like filling a leaky bucket; it'll run dry eventually."
Lincoln Murphy (15:05): “Understanding customer goals isn't a luxury; it's a necessity for scalable success.”
Johan Nilsson (21:37): “If you're not aligning with customer goals, you're just hoping things work out."
Lincoln Murphy (28:55): “Usage metrics can be smoke and mirrors; look for signs of real value.”
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:
Scaling your Customer Success team can feel like walking a tightrope between maintaining control and empowering your team. In this illuminating episode, Johan and Lincoln address the challenges and solutions involved in scaling Customer Success teams without losing that personal touch.
THIS WEEK'S QUESTION:
"As head of CS I have always been very integrated with my small team and could see the progress we made with customers. As we are now growing, I feel I’m losing touch with my team and my customers. Do you have any advice for me?”
TOPICS BEING ADDRESSED:
- Identifying and working with customer life cycle stages for effective scaling
- The role of capacity planning and metrics in Customer Success management
- How leadership, management, and coaching harmonize for successful scaling
QUOTES:
Lincoln Murphy (05:42): "Confidence and competence: The twin engines of scaling customer success."
Johan Nilsson (12:31): "You're not just a manager, you're a coach. There's a difference."
Lincoln Murphy (16:08): "Uncovering gaps isn't failure; it's the roadmap to success."
Lincoln Murphy (20:47): "If you're the bottleneck, your business can't breathe."
Johan Nilsson (27:05): "Leadership isn't about control, it's about empowering control in others."
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:
Keeping up with ever-evolving customer goals can feel like chasing a moving target. In this week's episode of Impact Weekly, Johan and Lincoln unravel the mystery behind continuous goal alignment. They break down strategies for understanding, tracking, and staying in sync with customer goals, offering critical insights on joint accountability, maintaining customer relationships, and driving long-term success.
THIS WEEK'S QUESTION:
“I know Goal Discovery is important but how often should I update the goals with the customer?”
TOPICS BEING ADDRESSED:
- The psychology of “because” in communication and how it improves customer cooperation
- The importance of reminders and joint accountability in maintaining alignment with customer goals
- Strategies for integrating goal discussions naturally into customer interactions and adapting to changing objectives
QUOTES:
Lincoln Murphy: “If I don't know what's going on with you, I can't help you achieve your goals. Joint accountability is key.”
Johan Nilsson: “Customers are happy to update you, but they need reminders. Make it part of your routine to stay in sync.”
Lincoln Murphy: “You can't become super attached to achieving goals, sometimes things change. Adaptation is part of success.”
Johan Nilsson: “Discussion around goals needs to be natural. It's not a one-time thing; it's a continuous dialogue.”
Lincoln Murphy: “Look for triggers and milestones that might affect the customer's ability to achieve their goals. Be proactive.”
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 Impact Academy's Success Plan program starting August 21, 2023!
Learn more and sign-up here.
ON TODAY'S EPISODE:Balancing goal discovery with time constraints is a common challenge for CSMs and Heads of Customer Success. In this week’s episode of Impact Weekly, Johan and Lincoln explore the importance of goal discovery, how to prioritize it among daily tasks, and how to equip CSMs with the necessary skills to ensure success.
THIS WEEK'S QUESTION:
“Goal discovery makes total sense to me. But, practically speaking, at what level (user, exec sponsor, etc.) should I be having these conversations and how am I supposed to make time to do this with 40+ clients? Help!”
TOPICS BEING ADDRESSED:
- The importance of goal discovery in customer success and the challenges of finding time for it
- How to build goal discovery as a competence and incorporate it into daily routines
- The role of leadership in coaching and encouraging CSMs to perform goal discovery
QUOTES:
Lincoln Murphy (00:27:00): “You have to be deliberate and prioritize the important things or they will sort of naturally be pushed aside by less important, but more seemingly urgent things. So you have to control for this.”
Johan Nilsson (00:29:00): “Customers always have goals. And to do this, to work with customers and to manage goals, there are two key skills that you need as a customer success manager, goal discovery and objection breakthrough.”
Lincoln Murphy (00:28:00): “We want to make sure that heads of customer success are focused on high priority, important things as well, and aren't falling into the trap of managing CSMs on the urgent, unimportant things, right?”
Johan Nilsson (00:29:30): “It might seem, if you haven't done this before, like a huge task, but we've seen this so many times that when you start working this way, it becomes practice basically. And you will be able to fit it in, in your schedule, but of course you have to prioritize it.”
Lincoln Murphy (00:26:00): “So it's not about finding time. It's about shifting priorities.”
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:
Johan and Lincoln delve deep into the intricate relationship between Sales and Customer Success. They highlight the pitfalls of working in silos and shed light on how to build a more cohesive, collaborative approach. Tune in to uncover practical strategies and actionable insights that can help bridge the divide and pave the way for a smoother customer journey.
THIS WEEK’S QUESTION:
“We are very siloed in our work between CS and Sales, no one's fault really, but do you have any tips on how we can be more aligned?”
TOPICS BEING ADDRESSED:
- The strategic importance of executive down alignment for cohesion between Sales and Customer Success.
- Communication strategies to ensure Sales is updated on the intricacies of the onboarding process.
- The immense benefits and necessities of a comprehensive handover process between the two teams.
QUOTES:
Lincoln Murphy (20:25): “The best salespeople go into every situation, hoping that that customer will be a reference for them to help bring in future customers.”
Lincoln Murphy (21:45): “We know that customers hate three things: surprises, unknowns, and repeating themselves.”
Lincoln Murphy (22:30): “Salespeople, they work a deal, they close the deal, they're onto the next deal. They don't want to have to deal with an angry customer.”
Johan Nilsson (23:50): “Sales can help you as well, but they need to understand the process as well, the real process.”
Johan Nilsson (24:20): “Especially when you grow a lot and when you add a lot of new people, sales don't think too much about onboarding either. But it's really important.”
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, Lincoln delves deep into the challenges of convincing customers to take actions they don't initially want to do. Drawing parallels from a broad range of scenarios, from accounting to pediatric neurosurgery, Lincoln illustrates the human element in customer success management and demonstrates how understanding your customer can make a world of difference in driving successful engagement.
THIS WEEKS QUESTION:
“How can CSMs effectively drive product adoption and engagement for solutions that address necessary, but unattractive tasks without resorting to things like scare tactics?"
TOPICS BEING ADDRESSED:
- Recognizing and empathizing with the human factor in customer success.
- The importance of laying out a structured plan for customers.
- Why involving the execution team early can lead to better results.
- Re-framing 'difficult' conversations to improve outcomes.
QUOTES:
Lincoln (06:34): “If they feel heard, if they feel seen, they're much more likely to do what you want them to do.”
Lincoln (12:02): “We've created a plan that will be as least disruptive to your daily work as possible."
Lincoln (17:30): “There's peace in the plan.”
Lincoln (20:38): “So if we can understand psychology, we understand how things work, we can work with that to ensure that our customers are doing what they need to do to be successful."
Lincoln (22:18): “Involve the execution team early in the process, so they have a feeling of ownership and are less likely to feel blindsided and overwhelmed.”
Lincoln (23:40): “No more difficult conversations, they're just conversations. We have to reduce and remove the negative connotations of the most important conversations we can have with our 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:In 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:
- The definition and significance of partner success potential
- The importance of creating a robust partner success plan
- The necessity of understanding and aligning the evolving goals of partners and end customers
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.
ON TODAY'S EPISODE:Discover the potential hidden within your Customer Success Management (CSM) teams. In this week’s episode of Impact Weekly, Johan and Lincoln delve into strategies for customer allocation to CSMs, discussing how thoughtful allocation and capacity planning can optimize the potential of your CSMs and enhance customer success.
Here's a link to the Customer Success survey we mentioned.
THIS WEEK'S QUESTION:“As a new head of CS, what should I consider when allocating customers to my CSMs?”
TOPICS BEING ADDRESSED:
- The need for CSMs to feel ownership of their customers
- The role of capacity planning in preventing CSM burnout
- The importance of segmenting customers based on their appropriate experience
QUOTES:Lincoln Murphy (05:48): “If we take a look at the various life cycle stages that the customer goes through, there are going to be and we take into consideration the appropriate experience of the customer.”
Johan Nilsson (11:23): “Get the customer success manager to assume ownership here. And to do that, we need to have the right, we can be thoughtful how we think, look at the customer base and allocate them, but we need to fit it needs to be able to fit it in, into their calendar."
Lincoln Murphy (15:39): “A lot of movement with customer success managers from one company to another is absolutely traced back to what they would cite as burnout."
Lincoln Murphy (17:52): “We have to understand what it's actually going to take in order to help the customer achieve their desired outcome across the entire customer lifecycle.”
Lincoln Murphy (22:43): “You can become a better head of customer success. And if you really want to do that you can just try to put into place what we've talked about today, or you can come to our impact Academy and learn all the details of how to do that.”
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:
This week’s episode of Impact Weekly is the response to a thought-provoking tweet by industry visionary Jason Lemkin. Johan and Lincoln dissect the intricate relationship between ally and nemesis, questioning whether Customer Success has veered off course. Get ready to challenge your assumptions and discover the delicate balance between being an ally and transforming into a nemesis in the realm of customer success."
THIS WEEKS QUESTION:
“I would love to get your view on Jason Lemkin’s assessment that customer success is moving from the customer's ally to its nemesis.”
TOPICS BEING ADDRESSED:
The concept of customer success as an ally versus a nemesis
Challenges faced by companies in a downturn market and the pressure to increase revenue
* The significance of raising concerns to leadership and seeking a customer-centric approach
QUOTES:
Lincoln Murphy (22:13): “Check yourself before you wreck yourself, are you acting as a nemesis or an ally?”
Lincoln Murphy (25:44): “We need to speak to the numbers. We need to speak to the results.”
Lincoln Murphy (25:56): “Short-term tactics can have long-term consequences”
Johan Nilsson (30:09): “if you're being pushed to the nemesis side of things by your leadership, you need to raise concerns”
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:Convincing non-tech users to embrace change can be a challenge. In this week’s episode of Impact Weekly, Johan and Lincoln delve into the underlying reasons behind the excuse of being “non-tech” and share valuable insights on how to overcome resistance, understand customer motivations, and navigate customer reluctance to drive successful adoption.
THIS WEEKS QUESTION:“My users are very non-tech, and I have a hard time convincing them to change their way. What can I do here?”
TOPICS BEING ADDRESSED: The importance of understanding user motivation and acknowledging the human element in Customer Success Management
Underlying reasons for resistance to change
* Approaches to help users adapt
QUOTES:Lincoln Murphy (03:02): “We need to understand that convincing doesn't work”
Lincoln Murphy (03:28): “People don't like to change, so they make excuses”
Johan Nilsson (09:57): “When you use the non-tech excuses you are actually afraid of showing that you don't know this product”
Lincoln Murphy (14:54): “As a CSM we want to empower the people that are buying our product”
Lincoln Murphy (16:20): “Empower your customers to involve their users”
Johan Nilsson (19:59): “Try to identify a champion that has the acceptance of the group.”
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 week of Impact Weekly, Johan and Lincoln take on the customer role and talk about their experiences of both successful and challenging customer interactions. Join them as they discuss the power of turning around a customer's negative experience and the long-term benefits it can bring to a business relationship.
THIS WEEKS QUESTION:
“Can you share an example of when you yourself got Customers Success-ed? And also perhaps the opposite?”
TOPICS BEING ADDRESSED:Johan and Lincoln’s personal experiences receiving Customer Success
The need for overall success
* The importance of understanding what your customer us going through
QUOTES:Lincoln Murphy (01:43): “Human nature is to always remember the negative experiences”
Lincoln Murphy (03:27): “Our customers need to have their goal met. But in a way that is appropriate.”
Lincoln Murphy (05:39): “How many of your customers are in a situation right now where you're helping them achieve their goal, but they're not getting their appropriate experience?”
Lincoln Murphy (08:06): “Do we mess up with our customer intentionally so that we can come in as the hero and solve?”
Johan Nilsson (11:31): “I think it could be like a carrot to say: if we do this, we're gonna even be stronger going out of it.”
Lincoln Murphy (12:04): “We can't solve for a customer's happiness but when we are able to turn something around, we do invoke emotional happiness”
Lincoln Murphy (20:16): “Ultimately we're working with humans.”
Johan Nilsson (20:36): “You want to know what's best for you, you don't want someone that's trying to make you happy.”
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 of Impact Weekly, Johan Nilsson and Lincoln Murphy discuss the importance of churn analysis and the pitfalls of false data and biased customer feedback, which can lead to distorted insights during churn analysis. They emphasize that churn is not the problem itself and introduce a simple classification system to gain insights into customer churn.
THIS WEEKS QUESTION:
"I know we should do some type of churn analysis, but I don't know where to start. Can you point me in the right direction?"
TOPICS BEING ADDRESSED: The different kinds of churn
Tools to understand the reason for churn
* Strategies to address underlying issues of churn
QUOTES:Lincoln Murphy (03:46): “The idea of zero churn is probably not realistic for most companies”
Johan Nilsson (04:34): “Even though you don't think you have a problem, you might have a bigger problem than you actually think.”
Lincoln Murphy (05:48): “Churn in and of itself is not the problem. The problem is something that's causing the churn.”
Lincoln Murphy (11:09): “We just want to find a simple way to look at the churn”
Lincoln Murphy (14:11): “The best way to get good intel is to talk to a customer after they've already churned”
Lincoln Murphy (19:31): “I think so many of the problems that we see in customer success have nothing to do with customer success but with culture.”
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:
This week, Johan and Lincoln will dive into a discussion about the scalability of customer success management and the possibility of building successful customer relationships without personal contact. They explore the motivations behind removing personal contact, the role of technology in engagement strategies, the importance of human interaction in product-led growth companies, and effective strategies for scaling customer success while maintaining high-impact personal interactions.
THIS WEEKS QUESTION:“Is there a way to scale the CSM job? Can we build relationships and make customers successful without personal contact?”
TOPICS BEING ADDRESSED: Analyzing the necessity for personal contact
Strategies to increase high impact interactions
* Defining the objectives of scaling customer success
QUOTES:Lincoln Murphy (01:54): “We need to start with why do you feel the need to build a relationship or make customers successful without personal contact?”
Lincoln Murphy (05:10): “if you're trying to get rid of personal contact with your customer, and that is not what your customer wants, you will be violating their appropriate experience”
Lincoln Murphy (11:15): “Even in a product led growth type of company human power is still required.”
Lincoln Murphy (15:36): “Do an audit of the use of your time, because time is the thing that you don't have an unlimited supply of.”
Johan Nilsson (19:49): “High impact things that are usually when we have personal contact with the customer, those things we should not try to remove or automate.”
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 is all about helping our listeners solve common Customer Success challenges. When talking about all these challenges, one could wonder: “Why should I even consider taking a job in customer success?” In this week’s episode of Impact Weekly, Johan and Lincoln discuss what to consider when choosing your role and share their top 3 reasons to work in Customer Success.
THIS WEEK’S QUESTION:
"I love the pod but why should I even consider taking a job in customer success? Especially after listening to your podcast."
TOPICS BEING ADDRESSED: Common characteristics of the CSM role
Things to consider when choosing your job
* The importance of considering the company and leadership team when entering a CS role
QUOTES:Johan Nilsson (07:20): “We wanted to bring everything together and find a bay where people can anchor and get advice.”
Johan Nilsson (10:49): “Customer Success is the most authentic part of the business. It’s the core, why business really exists”
Johan Nilsson (11:50): “Customer Success that's really where our product has to prove our service”
Lincoln Murphy (14:11): “You really get to grow and evolve with your customer.”
Lincoln Murphy (19:14): “it'd be boring if you didn't have some challenges.”
Johan Nilsson (23:33): “Keep in mind what company and what leadership team you sign up to do customer success in.”
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 week’s episode of Impact Weekly, Johan and Lincoln helps 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:
In this episode of Impact Weekly Johan and Lincoln explore the challenges of recognizing and empowering superusers. They highlight the long-term impact of genuine recognition and share best-practices and strategies to ensure their invaluable contributions are acknowledged through building authority and implementing workflows.
THIS WEEK’S QUESTION: “One of our super users is doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that she will leave and that everyone will be worse off. Can I do something here?”
TOPICS BEING ADDRESSED: Reasons behind lack of recognition
Importance of recognizing super users
* Strategies to build authority and recognition
QUOTES:Lincoln Murphy (03:06): “Making sure they get that recognition [...] could have an impact on the customer’s ability to be successful.”
Johan Nilsson (11:06): “We need to tell people as well what we feel.”
Lincoln Murphy (14:47): “You don't have to overthink this. You can just tell somebody: this person's doing a great job.”
Lincoln Murphy (16:34): “You could actually build workflows to automatically communicate the successes up the chain of command”
Lincoln Murphy (19:40): “Positioning somebody as an authority is a great way to get other people to recognize and listen to 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.
ON TODAY’S EPISODE:
In this episode of Impact Weekly, Johan and Lincoln discuss the complexities of customer success management when faced with significant changes and transitions within a customer's organization. From layoffs and key contacts leaving to organizational growth and new team dynamics, they navigate the nuances of situational awareness, multiple points of contact, and leveraging opportunities that arise from change. They offer practical insights and strategies for restarting customer relationships, building stronger partnerships, and achieving success in the face of shifting landscapes.
THIS WEEK’S QUESTION:
“One of my larger customers has been through a lot of change in the past couple of months. Several users have been laid off and our main contact has quit. What can I do here?”
TOPICS BEING ADDRESSED:
Strategies for be prepared for stakeholders leaving
How to restart customer relationships
* Opportunities that come with a new point of contact
QUOTES:
Lincoln Murphy (05:33): “You just have to know change is inevitable.”
Lincoln Murphy (08:57): “You can't just take what you hear. Yeah. Even if it's from a person that was affected by this or in this case quit. You can't just take that at face value.
Lincoln Murphy (12:57): “Don't be afraid to reach out to people that maybe you've never talked to before to figure out what's going on.”
Johan Nilsson (22:59): “You need to be sensitive around timing here, because if there's been a lot of chaos and you push too hard it might backfire.”
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 of Impact Weekly, Johan and Lincoln discuss common challenges faced by customer success managers in getting appointments and meetings with customers. They emphasize the importance of positioning oneself correctly, preparing for objections, and overcoming them. The hosts also explore the significance of goal discovery and alignment, especially in bigger companies with multiple stakeholders. They share practical tips and strategies for customer success in overcoming objections, positioning yourself effectively, and making progress with customers.
THIS WEEK’S QUESTION:“I'm getting tired of always having to postpone my meetings and projects with my customers. What am I doing wrong here?”
TOPICS BEING ADDRESSED: The importance of positioning
Objection Breakthrough formula
QUOTES:Johan Nilsson (04:40): “We should also elaborate a little bit on what type of objections the customer can come with.”
Johan Nilsson (08:49): “If you see a lot of postponing that's someone not wanting to meet”
Lincoln Murphy (10:29): “You have to go through the discovery process to uncover your customer's goals”
Johan Nilsson (12:55): “Understanding what the customer's trying to do here will help you in your positioning”
Lincoln Murphy (15:18): “Always position it like I wanna make sure that you're using our product in the most efficient way possible to achieve your goals.”
Lincoln Murphy (21:11): “I's not just the customer's goal, it's also the goals of the individual contributors that we're working with that we really have to understand.”
Lincoln Murphy (33:14): “If you can come in with something that is not what they were looking for you can break their pattern”
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 week’s episode of Impact Weekly Johan and Lincoln explore the question of whether a new CS team should handle expansion sales or if it should be the sales team's responsibility. From the importance of capacity planning and negotiation skills to the benefits of customer success-driven opportunities. They discuss the pros and cons of having account managers handle upselling opportunities and provide insights on the right strategies to approach upsell opportunities.
THIS WEEK’S QUESTION:
“I'm building a new CS team. I've been talking to many other leaders and trying to understand who should be doing the upgrade, Customer Success or Sales?”
TOPICS BEING ADDRESSED:
The importance of capacity planning in carving out specialist roles
The pros and cons of having account managers handle upselling opportunities
* The right strategies to approach upsales
QUOTES:
Johan Nilsson (02:36): “It depends on where you are on that journey”
Lincoln Murphy (05:17): “It all has to do with understanding what your customer is trying to accomplish and giving them what they need to do to actually achieve those goals”
Lincoln Murphy (10:56): “it comes down to complexity and timing and process”
Lincoln Murphy (13:18): “So capacity planning should be the basis for the majority of your decisions around carving out specialist roles”
Lincoln Murphy (15:55): “It should be a very clear process if for no other reason than clarity from the customer standpoint”
Johan Nilsson (21:57): “From a leadership point of view, you want someone that's looking at NRR here because that's gonna make you the whole difference.”
Lincoln Murphy (24:54): “Customer Success driven opportunities can come up much more frequently and actually end up doubling the value of that customer account.”
Lincoln Murphy (25:53): “If a CRO or CCO or any other executive is looking at NRR growth, they should be looking at customer success driving this process”
Lincoln Murphy (28:14): “if your customers have a logical reason to buy more from you and they don't, that's curious”
Lincoln Murphy (30:01): “In order to make the customer successful, there are some operational metrics that we can look at to make sure that the customers are getting what they need.”
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:
Are you looking to move accounts that are not paying enough to low touch motion? In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy provide tips on how to do just that. They discuss the concept of high-touch, low-touch, tech touch, and how it influences appropriate experience, the importance of appropriate experience in customer segmentation, and the opportunities of customer success as a growth mechanism. This week's question sparks a conversation on how to approach low-touch motion and the challenges that come with it and provides insights on how to provide the right customer experience for different segments and grow your customer base.
THIS WEEK’S QUESTION: “I'm looking to move more accounts that are not paying us enough to low touch motion. Any suggestions on how to do that?”
TOPICS BEING ADDRESSED: The concept of high-touch, low-touch, tech touch and its influence on appropriate experience
The importance of Appropriate experience in customer segmentation
* The opportunities of customer success as a growth mechanism
QUOTES:Lincoln Murphy (03:20): “We know that some customers who pay us a lot really don't want what we would give them under this high-touch model.”
Lincoln Murphy (04:08): “We need to get away from the high touch tech, touch low touch”
Lincoln Murphy (06:26): “if you're not taking into consideration the customer's appropriate experience, then none of this really matters.”
Lincoln Murphy (11:51):”Understanding the AX based customer segmentation will ensure that you have the right people in the right places”
Johan Nilsson (14:36): “The appropriate experience does not necessarily go hand in hand with the revenue you get from that customer”
Lincoln Murphy (22:59): “You can use automated messaging to act as the glue between those synchronous engagements.”
Lincoln Murphy (25:02): #”Putting their first name in the message is not actually personalization”
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.
Welcome to another episode of Impact Weekly! In this week's episode, we're bringing you part two of the best advice from our previous episodes in a condensed version, so you can cherry-pick the advice you need right away. We received feedback from our listeners that they would like to fast track to the best advice, and we listened. Whether you're feeling overwhelmed at work or just looking for new ideas to bring back to your job, we've got you covered.
Episodes being summarized:
Ideal Customer Profile
The Secret to Thriving in Expansion Sales, Even If You're Not a Natural
* Soften the blow - Strategies for Managing and Communicating Pricing Changes
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.
Welcome to another episode of Impact Weekly! In this special 20th episode, we're bringing you the best advice from our previous episodes in a condensed version, so you can cherry-pick the advice you need right away. We received feedback from our listeners that they would like to fast track to the best advice, and we listened. Whether you're feeling overwhelmed at work or just looking for new ideas to bring back to your job, we've got you covered.
Episodes being summarized:
NRR as the main KPI
When is it over?
QBRs in Customer Success Myths and Alternatives
The Customer Onboarding Dilemma part II
* Customer Success Evolution Balancing Ownership and Specialization
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 week's episode of Impact Weekly, Lincoln and Johan delve into the debate of whether or not to charge customers for customer success. While offering customer success is a crucial aspect of any SaaS company's customer experience strategy, the question of whether or not to charge customers for these services can be a difficult one. They discuss the different interaction models, separating professional services from customer success, and the importance of seeing customer success as a profit center rather than a cost center.
THIS WEEK’S QUESTION:“Should we charge our customers for Customer Success?”
TOPICS BEING ADDRESSED: The internal mindset towards Customer Success
The different interaction models
* Aspects to consider when setting the CS-pricing structure
QUOTES:Lincoln Murphy (02:53): “Am I looking at CS as a cost center, or something that's gonna lead to the growth of my customer?”
Johan Nilsson (04:27): “it's not about minimizing cost, it's about growing your customers”
Lincoln Murphy (05:47): “Putting a value on things can really help”
Lincoln Murphy (09:56): “We have to remember to switch hats.”
Johan Nilsson (12:13): “Professional services can be a really great way to also accelerate the value your customers will get from your platform”
Johan Nilsson (15:47): “You need to be very clear on how this works internally, because then it's gonna work externally with your customers as well”
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:
Connecting with C-level executives can be intimidating for customer success managers, but it's an essential skill for success. In this week's episode of Impact Weekly, Johan and Lincoln offer valuable advice on how to approach executives confidently and effectively. They discuss the importance of preparation, understanding executive goals, and finding power in positioning, as well as creative strategies for handling objections and leveraging social proof. Tune in to learn how to connect with C-level executives and get their attention.
THIS WEEK’S QUESTION:
“My head of customer success is asking me to engage with C-level executives on the customer side and I have a hard time getting through to them, not to mention getting them to listen to me. Any advice?”
TOPICS BEING ADDRESSED:
Strategies for connecting with C-Level Executives
The proper positioning and preparation before meetings with C-Level Executives
* The importance of Objective Confidence
QUOTES:
Lincoln Murphy (05:00): “It all starts with how you approach the the executive”
Lincoln Murphy (07:17): “Objective confidence is this process where we kind of analyze our personal professional traits”
Johan Nilsson (11:50): “We need to understand the real purpose why our head of customer success has asked us to engage with the C level”
Lincoln Murphy (14:38): “To get [the C-Level Executive] to pay attention to you, understand what they're trying to accomplish”
Lincoln Murphy (16:48): “You can lean on other people inside of your company to help you”
Lincoln Murphy (18:17): “We need to set aside time to prepare for meetings”
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 our latest episode, Johan and Lincoln dive into the crucial role that goals play in our relationships with customers. But how can we uncover their goals in the most effective way? Tune in as they explore the what, when, and why of understanding customer goals, and share the power of brainstorming to unlock new insights.
THIS WEEK’S QUESTION:“Could you do an episode on how to properly conduct goal discovery with customers?”
TOPICS BEING ADDRESSED: The importance of goals
The right approach to discovering goals
* Goal discovery framework
QUOTES:Lincoln Murphy: “Even though the customer wants to start with how they still have goals”
Lincoln Murphy: “Make sure that you as a CSM are positioned in a valuable way”
Lincoln Murphy: “You don't want to be seen as just a problem solver.”
Lincoln Murphy: “There's a reason that they need to accomplish that goal.”
Lincoln Murphy: “You have a choice to be strategic with them or just to push features and functionality on them”
Johan Nilsson: “Social proof is a very effective way to talk goals with the customer”
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:Expansion is a crucial aspect of any business, and it's largely in the hands of the Customer Success Team. But how can I maximize growth potential and how do I develop a solid expansion plan? In this week’s episode of Impact Weekly, Lincoln and Johan share strategies for assessing and acting on growth potential, as well as the critical role of segmentation, goal discovery, and orchestration in achieving exponential growth and account value.
THIS WEEK’S QUESTION:How can you assess your expansion potential? And more importantly, how can we act on that potential and achieve these expansion targets that we have in customer success?
TOPICS BEING ADDRESSED:
The importance of customer growth
The role goal discovery plays in expansion
* Strategies to drive and execute expansion sales
QUOTES:Lincoln Murphy (05:13): “We just need to recognize that not all of our customers are the same.”
Johan Nilsson (06:05): “If you're looking from an NRR perspective, you need to look at how we can have expansion to compensate.”
Lincoln Murphy (06:34): “You can impact NRR by trying to reduce contraction”
Johan Nilsson (07:36): “Where you put the focus, the energy goes”
Lincoln Murphy (11:27): “incremental growth comes from applying new business sales tactics to expansion, exponential growth comes from looking at this as something very special and unique”
Lincoln Murphy (16:52): “Giving the customer what they need when they need it, doesn't hurt trust.”
Lincoln Murphy (22:59): “Goal discovery is not a one-time deal”
Johan Nilsson (29:00): “If you initiate a lot of these orchestrations across your portfolio you will start seeing these expansions coming in”
Lincoln Murphy (30:19): “Know their goals, give 'em what they need, and we're gonna have really successful customers and a lot of expansion.”
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:
Starting a new CSM position is exciting. But how do you actually get started and what should the first weeks look like? In this episode of Impact Weekly, we've got you covered. Lincoln and Johan discuss the importance of setting clear goals and direction during the first few months of a new role and provide a framework for establishing a 90-day plan.
THIS WEEK’S QUESTION:“I'm new at my job. What should my first 90 days be?”
TOPICS BEING ADDRESSED: The struggles and opportunities of starting a new role
The 3-month journey of a new CSM
* Creating your own success plan
QUOTES:Lincoln Murphy (02:21): “Going into a new role, you need to know what you need to accomplish.”
Johan Nilsson (03:11): “The first few weeks or even 90 days, can be like a roller coaster when it comes to the confidence you have in being able to do the job”
Lincoln Murphy (08:15): “Each month essentially has a theme: establishing, optimizing, and accelerating”
Lincoln Murphy (11:29): “You need to make sure that you're not falling into the negative trap of feeling like an imposter.”
Lincoln Murphy (14:05): “Nobody has any delusions that you're gonna just know everything “
Johan Nilsson (15:58): “You have to kind of own the way to get there.”
Lincoln Murphy (20:45): “We're not trying to change anything. We're just trying to figure out how we can optimize that and be the most efficient in our role as possible.”
Lincoln Murphy (23:23): “Optimizing is always gonna be a part of whatever we 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.
ON TODAY’S EPISODE:This week's episode of Impact Weekly is all about the important topic of meetings and how they can be a catalyst for progress. Johan and Lincoln discuss the importance of preparation and follow-up in meetings, and share valuable tips on how to make the most of your customer interactions. They emphasize the role of clear objectives and agendas in effective meetings, and highlight the value of brainstorming as a key part of the preparation process.
THIS WEEK’S QUESTION:“What is the ideal way to prepare for meetings with customers?”
TOPICS BEING ADDRESSED: The purpose of meetings
Common mistakes in meetings
* Tips and strategies for proper meeting preparation
QUOTES:Johan Nilsson (02:00): “Meetings are a catalyst”
Lincoln Murphy (02:22): “A full schedule of meetings [is not] a badge of honor”
Lincoln Murphy (04:22): “Creating that sense of urgency around a deadline that's why we have the meeting”
Lincoln Murphy (09:33): “It comes down to understanding what we're trying to do here.”
Johan Nilsson (11:31): “it's not about having longer meetings with the customer, it's about the preparation”
Lincoln Murphy (12:14): “Different types of meetings are gonna require different levels of preparation”
Lincoln Murphy (14:48): “If you're better prepared for your meetings, you're gonna be more confident in your meetings.”
Lincoln Murphy (21:12): “Just spend some time thinking about what your customer [or stakeholders] might bring up.”
Johan Nilsson (22:17): “[Brainstorming] is a muscle that you train”
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 week’s episode of Impact Weekly, Johan and Lincoln explore the important difference between Customer Success and Support and discuss when it's a good idea to split them up. They discuss the importance of correctly positioning customer success managers as strategic advisors as well as planning resources and capacity for maximum efficiency.
THIS WEEK’S QUESTION:
“When is it a good idea to split up Support and Customer Success?”
TOPICS BEING ADDRESSED:
Distinguishing between Support and Customer Success
Crafting effective positioning strategies
* Optimizing resources and capacities for greater efficiency
QUOTES:
Lincoln Murphy (02:16): “You have to get really clear on what the differences are”
Lincoln Murphy (04:53): “The main distinction that people used to make between customer success and customer support was one is proactive and one is reactive”
Johan Nilsson (07:15): “It's the phases of how a company grows that plays into this”
Lincoln Murphy (08:50): “You should ‘split’ customer success and support either from the very beginning or starting today, whichever is soonest”
Lincoln Murphy (14:42): “Bad positioning for a CSM is definitely one of the biggest issues”
Lincoln Murphy (18:52): “Nothing ever takes five minutes.”
Johan Nilsson (19:22): “Sometimes it can be the famous iceberg where you have official support above the surface, but the actual support is what all the CSMs are doing every day.”
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 relationship between customer success and product is crucial in ensuring that the right decisions are made to make the product a success. In this week’s episode, Johan and Lincoln dive into the topic of Customer Success and Product collaboration. They discuss the role of CSMs in providing feedback and valuable insights, as well as the importance of having a structured process for communication between the two teams. They share tips on how to make the most of customer success interactions and how to improve the overall customer experience.
THIS WEEK’S QUESTION:
“What is the best way for Customer Success and Product to collaborate? How should product feedback be fed back from Customer Success to Product in a consistent and structured way so that the right product decisions can be made?”
TOPICS BEING ADDRESSED:
The role of Customer Success Managers in providing feedback and insights to Product teams
The process for CSMs to communicate valuable customer insights to the Product team
* The relationship between Customer Success and Product and how to collaborate effectively to make the right product decisions
QUOTES:Johan Nilsson (02:42): “Maybe 5% of feature requests will actually become a feature”
Lincoln Murphy (05:39): “The user that you're talking to didn't necessarily want to switch to your product”
Lincoln Murphy (07:11): “It’s better if we have a system for collecting feature requests that the community can vote on.”
Lincoln Murphy (07:46): “You want to make sure that they feel heard, but without thinking that by being heard that it's going to be implemented.”
Lincoln Murphy (09:26): “There's an opportunity there for the product side to sort of be a little bit more transparent in how these decisions are made.”
Johan Nilsson (11:17): “Passing things on to product and kind of excusing our product for not having that feature will not help you either.”
Lincoln Murphy (12:43): “As part of that trusted advisor role there's an expectation that the CSM is going to be advocating for the customer behind the scenes”
Lincoln Murphy (14:20): “There needs to be an internal path for this information to be conveyed from customer success to product”
Lincoln Murphy (19:15): “Make a little compliment sandwich, share an interesting use case, then an issue that needs to be addressed, and then a piece of positive feedback.”
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:How many customers should a CSM manage? And how do I determine this? This is a common but complex question which is why in this week’s episode of Impact Weekly Johan and Lincoln cover the importance of understanding the elements involved in capacity planning and creating a plan that takes into consideration the appropriate experience for customers across all lifecycle stages. They offer insights and strategies to help organizations effectively plan and allocate resources to provide the best customer experience possible.
THIS WEEK’S QUESTION:“What is the method to calculate how many accounts a CSM should manage?”
TOPICS BEING ADDRESSED: Aspects to consider when doing capacity planning
Common misconceptions and problems about capacity planning
* The importance of Lifecycle Capacity planning
QUOTES:
Lincoln Murphy (01:19):
“I think we need to be careful that we're not just working with accounts.”
Lincoln Murphy (04:40):
“What we wanna do is get to a point where we can have some predictability”
Lincoln Murphy (07:12):
“And so even where we're planning, we're still gonna lag behind because we're not taking into consideration all of the growth from sales.”
Johan Nilsson (07:43):
“Customer success needs to take charge and make the plan"
Lincoln Murphy (10:51):
“If your CFO is coming to you with numbers that were pulled from some benchmark report, you as head of customer success, need to advocate for yourself and your team and push back on those numbers.”
Lincoln Murphy (12:58):
“Segmenting customers based on what you pay, is really just a continuation of that old school account management way of thinking.”
Lincoln Murphy (15:43):
“We really need to understand what our customer's appropriate experiences is and group our customers together like that.”
Johan Nilsson (19:12):
“Some things we do too high level, and this is one of the things you need to spend some time on”
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:
Do you want to solve the mystery of customer ghosting and win back your customers attention? Tune in to this week's episode of Impact Weekly! Johan and Lincoln break down the reasons why customers may stop engaging and give actionable tips on how to re-engage and keep them engaged.
THIS WEEK’S QUESTION:
What do you do when a customer is ghosting you?
TOPICS BEING ADDRESSED:
Examining root cause of customers ghosting us
Aligning customer messaging with their goals and priorities
* Strategies to re-engage the customer
QUOTES:
Johan Nilsson (01:13):
"Don't let it become emotional"
Johan Nilsson (05:15):
"Turn the table here and ask yourself: "Am I ghosting someone in my life right now?"
Lincoln Murphy (08:29):
"It's not like somebody is sitting there intentionally thinking about ways to ignore you!"
Lincoln Murphy (09:03):
"We're not always evil and nefarious in our intentions."
Lincoln Murphy (09:32):
"We're overestimating our own importance."
Lincoln Murphy (11:35):
"They're not ignoring you. They just don't care."
Lincoln Murphy (12:46):
"Think about what's in it for them"
Johan Nilsson (13:18):
"You need to make sure you are talking about the right goal for the right customer"
Lincoln Murphy (15:56):
"Taken a few minutes with the team to kind of brainstorm on what could possibly happen"
Johan Nilsson (18:25):
"Instead of trying to achieve everything at once [...] we need to break it down in steps to open the door again."
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 week's episode of Impact Weekly, Johan and Lincoln delve into the often-daunting task of communicating pricing changes to customers. Whether it's upper management's decision or a necessary shift in your business model, it's crucial to approach the topic with a plan to minimize any potential negative impact on customer satisfaction. Tune in for expert tips and strategies on how to effectively communicate these changes and keep both your customers and team happy.
THIS WEEK’S QUESTION:
“If upper and senior management has increased prices across the board for all products and services, what’s the best course of action for the Customer Success Manager and team to reduce the blow?”
TOPICS BEING ADDRESSED:
Managing Pricing Changes
Communicating with Customers Effectively
* Minimizing Negative Impact of Pricing Changes
QUOTES:
Lincoln Murphy (02:03): “if you have a high price, there's just automatically a positioning of this being a premium product”
Lincoln Murphy (05:55): “The main thing to focus on here, which is short-term thinking versus long-term strategic “
Johan Nilsson (07:12): “You need to have a clear logic behind this price increase.”
Lincoln Murphy (08:57): “We really need to get away from this idea of difficult conversations.”
Lincoln Murphy (09:00): “We really need to get away from this idea that CSMs shouldn't be commercial.”
Lincoln Murphy (10:33): “Knowing that this is something that your customers are gonna expect will automatically soften that blow.”
Johan Nilsson (12:15): “Empathy in this case is really key.”
Lincoln Murphy (16:20): “You want to tell them as soon as possible because that will help soften the blow.”
Lincoln Murphy (17:32): “Give your CSMs as much of a heads up on this and as much lead time as possible.”
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:Many are experiencing a shift in customer ownership within their customer success organization. But is this actually valuable for the customer and how do you keep a clear communication across all parts of the customer lifecycle? In this week’s episode of Impact Weekly Johan and Lincoln will dive into the development and potential necessity for team-based Customer Success. They discuss what is needed to stay ahead of the curve and navigate the challenges that come with multiple stakeholders in the customer journey.
THIS WEEK’S QUESTION:"Is a team approach to customer success the future norm? How to ensure a seamless and value-driven customer journey for the customer?"
TOPICS BEING ADDRESSED: Common misconceptions about multiple touchpoints
Strategies to ensure a successful customer journey
QUOTES:Lincoln Murphy (02:43): “The trend is definitely specialization across the customer life cycle.”
Lincoln Murphy (03:12): “CSM does not stand for customer success magician.”
Johan Nilsson (04:20): “When you see your customer base growing a lot, you will see specialization coming up as a way to become more efficient.”
Lincoln Murphy (05:16): “The company owns the customer, and there are just people along the way that are ultimately responsible for the customer's success.”
Lincoln Murphy (05:41): “This idea of ownership kind of muddies the water a little bit.”
Johan Nilsson (09:31): “Bringing in specialists is like an overseen opportunity.”
Johan Nilsson (09:58): “Looking at different roles can be a way to free up time and to find new opportunities to grow with your customers.”
Lincoln Murphy (12:30): “If you see a place in your customer life cycle where it would make sense to have an SME [...] it might be exactly what you and your customers need in your unique situation.”
Lincoln Murphy (14:47): “There's a misconception that customers don't like to work with multiple people.”
Johan Nilsson (17:06): “Collaboration between these teams needs to be on a really good level.”
Lincoln Murphy (19:44): “That's where really good leadership comes in, sort of making sure that you're creating an environment and bringing in the right people who will have that attitude”
Lincoln Murphy (20:10): “We're all here to ensure the customer is successful.”
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:
As a Customer Success Manager, expansion is part of your responsibilities, but what do you do if you feel pressure to drive expansion but lack the confidence to know where to start? Tune in to this week's episode of Impact Weekly, where Johan and Lincoln will help you navigate this common challenge. They'll explain how to achieve the right mindset and position yourself as a strategic advisor, as well as provide tips on using orchestration and social proof to prepare your customers for expansion. Don't let the pressure get you down – tune in and learn how to overcome your doubts and drive successful expansion.
THIS WEEKS QUESTION:
“I'm getting more and more pressure to upgrade and expand on my customers, but I'm not feeling confident in doing that. What should I do?”
TOPICS BEING ADDRESSED:
Achieving the right mindset and objective confidence
Positioning yourself as a strategic advisor
*Using orchestration and social proof
QUOTES:
Johan Nilsson (00:39): ”I think we can interpret pressure here both as pressure coming from a boss or manager but also where you have your own pressure to do more, and maybe you feel that you should be doing more expansion but you're just not sure on how to do that.”
Lincoln Murphy (03:50): “My first discussion with anybody that wants to expand is, do you have additional things to sell?”
Lincoln Murphy (04:49):”As customers become more successful with us, there's going to be logical opportunities for them to expand their relationship with us.”
Lincoln Murphy (06:06): ”When you try to employ the same tactics that you would on totally new people, you can actually end up hurting the relationship that we have with the existing customer because we're treating them like we don't have that relationship.”
Lincoln Murphy (08:36): “Nobody is under any delusion that this isn't a commercial relationship. It's right there in your title, Customer Success.”
Lincoln Murphy (11:49): “You have to understand that expansion is part of success.”
Lincoln Murphy (15:43): “This whole idea of expansion shouldn't just be on the CSM to figure out for their customers. This needs to be approached in a more strategic way.”
Johan Nilsson (16:05): “A lot of companies are still missing a lot of opportunities when it comes to setting up their pricing and plans for expansion focused growth.”
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:
Are you frustrated by the lack of preparation some customers seem to have during the onboarding process? Do you wonder if it's a problem with the sales team, or if there's something else going on? Find out by joining Johan and Lincoln on this week's episode of Impact Weekly, where they'll discuss this common issue and provide strategies for overcoming it.
THIS WEEKS QUESTION:
“A lot of my customers are not prepared when starting onboarding. I feel like sales is cutting corners. Should sales have done more before handing the customer over? And what can I do to overcome this?”
TOPICS BEING ADDRESSED:
Common challenges in the onboarding process
Causes for unprepared customers
* Measures to take to avoid unprepared customers
QUOTES:
Johan Nilsson (02:09):”There's a lot of things being covered in the sales process they will not go through everything that you might want to know, in the onboarding phase.”
Lincoln Murphy (07:02): “It's not evil salespeople. It's usually the customer either misunderstanding or just not hearing.”
Johan Nilsson (08:40):”So we also need to check ourselves as customer success managers that we cannot expect to have everything served to us when we start onboarding.”
Lincoln Murphy (11:28): “CSMs are doing everything with their customers across all lifecycle stages. [...] And this is where you really need to look at capacity planning.”
Lincoln Murphy (13:21): “There's three things that customers hate and that’s surprises, unknowns and repeating themselves.”
Lincoln Murphy (15:30): “Just open a Google doc and start writing down everything that a customer has to do on their own, outside of the product, on their own inside of the product and things that you will do with them and things that you will do for them.”
Lincoln Murphy (21:31):”If you help the salesperson close a deal, you're now their best friend”
Lincoln Murphy (25:18): “Don't let perfection get in the way of actually making progress.”
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:Are you tired of losing customers during the onboarding process? Do you feel like your efforts are going to waste as you watch them disengage and potentially downgrade? It's time to turn things around and take control of the onboarding experience. This week on Impact Weekly, Johan and Lincoln will be breaking down the key factors that contribute to an effective onboarding process. They'll be sharing the most common mistakes businesses make and how to avoid them, so you can keep your customers engaged and invested in your product.
THIS WEEKS QUESTION:“My customers seem really excited when they come in to onboarding, but they kind of lose interest and we lose momentum in the onboarding. How can I keep my customers engaged during onboarding?”
TOPICS BEING ADDRESSED:
Effective onboarding for success
Maximizing adoption and engagement
*Managing customer expectations.
QUOTES:Lincoln Murphy (01:00): “Onboarding is probably the most structured life cycle stage”
Lincoln Murphy (02:14): “I call onboarding the functional valley of sadness.”
Johan Nilsson (07:09): “What experienced customer success managers or onboarding specialists do is that they put a lot of sense of urgency in the beginning to get things moving:”
Lincoln Murphy (12:16): “Onboarding is not about technical engineering or the functional aspects of it. It's really about social engineering.”
Lincoln Murphy (16:49): “There's three things that customers hate, surprises, unknowns, and repeating themselves.”
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 Quarterly Business Review is a popularized concept in Customer Success but what it entails can differ a lot and in some cases it can actually work against us in our job making the customer successful.
In this week’s episode of Impact Weekly, Johan and Lincoln challenge common misconceptions around QBRs and put forward some alternatives that will deliver more value to the customer. They also discuss operational metrics and the pros and cons of setting quotas for customer appointments.
THIS WEEKS QUESTION:“I have a target of doing at least four business reviews with my customers. It eats up a lot of time, and I don't see a lot of positive coming out of these QBRs.”
TOPICS BEING ADDRESSED: Operational metrics
The different kinds of customer meetings
QUOTES:Johan Nilsson (02:11): “Putting a metric into customer success can be really harmful."
Lincoln Murphy (04:00): “Where we see things kind of go off the rails is when these operational metrics, are just there without any consideration for why”
Lincoln Murphy (08:50): “In theory, if the customer was seeing something positive out of it, you as the CSM would be seeing something positive out of it too. But it's also possible that the CSM could be seeing something positive, but the customer is not.”
Johan Nilsson (09:58):” Maybe we should start moving from what should this person do to how can we help them. What are these types of meetings that we have with the customers and how should we do these meetings?”
Lincoln Murphy (13:32): “Also if you want executives to show up a trick is to simply call it an executive business review because executives are attracted to things that say executive”
Lincoln Murphy (15:38): ”If you don't know what's in it for them and you can't figure out why they would care about that, then it probably shouldn't be part of the meeting.”
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:
We have all been in the unpleasant situation of trying to win back a customer that is about to churn, but how much time should you spend doing that? What should we consider before trying to save a customer and are there important differences here? In this week’s episode of Impact Weekly, Johan and Lincoln cover the many aspects of customer win-backs and how to make sure you leverage your time, energy and focus.
THIS WEEKS QUESTION:“How much time should you spend trying to win back a customer? When is it over?”
TOPICS BEING ADDRESSED:
Success potential is a game changer
Low vs. high percentage activities
* What high impact interventions mean
QUOTES:Lincoln Murphy (02:04): “If you're trying to scale your organization as a head of customer success or even scale yourself, as a csm [...], you're gonna wanna focus on high percentage activities.”
Johan Nilsson (07:32): “Maybe sometimes a customer will inform you that they are thinking of canceling. And I think that's also a quite important distinction to make if they haven't canceled, but they're informing you or they're looking at alternatives or thinking of canceling. That's something to pick up on as well.”
Lincoln Murphy (10:18): “I'm not gonna try to save those customers that don't have success potential. The reality is if you spend any time with them and you are able to save them, you're just prolonging the inevitable because they're, they're going to churn out.”
Lincoln Murphy (11:08): “We need to be transparent about how we got to this point. We know how we got to this point. They know how we got to this point. And if we choose to ignore that, then that could hurt trust.”
Lincoln Murphy (13:18): ”Customers that don't have success potential generally don't stay that long, because they're not gonna be able to get the value that they need from this relationship.”
Johan Nilsson (14:44): “I think it's also important for a customer success manager to be able to say, I'm done here. I'll have to move on to the next one.”
Lincoln Murphy (18:56): “If you make them give you an exit interview before you know we can finalize the cancellation, what you are doing is guaranteeing that you're gonna get really bad intel.”
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
In this week’s question of Impact Weekly, we will answer the question of Ideal Customer Profile. What does it actually mean and will an Ideal Customer always be successful?
Lincoln and Johan will explain how to align all parties involved in your company to increase your customer’s success potential.
Net Revenue Retention (NRR) is one of the biggest buzzwords in SaaS and Customer Success and an important indicator for the company’s health. But how much influence does a Customer Success Manager actually have on it?
In this episode of Impact Weekly, Johan and Lincoln will answer whether NRR should be the main KPI for a Customer Success Manager, how you as a CSM can make a difference in your day to day work and what the rule of 15s has to do with setting priorities.