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/

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