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/
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