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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”
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