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.