ON TODAY'S EPISODE:
Ideal Customer Profile (ICP) is a buzzword that is thrown around a lot but what does it actually mean for Customer Success and can it do more harm than good? What is the missing component to ICP that really changes everything? In this episode of Impact Weekly, Lincoln and Johan discuss Ideal Customer Profile in depth and how Customer Success can adopt and evolve ICP to help alignment, onboarding and growth for the whole company.
THIS WEEKS QUESTION:
“We talk a lot about Ideal Customer Profile internally but Sales keep bringing in anything but ICPs, what can I do?”
TOPICS BEING ADDRESSED:
* What is Ideal Customer Profile and what are some common misconceptions
* Getting alignment between Sales and Customer Success
* Success potential, bad fit customers and communication
QUOTES:
Johan Nilsson (03:07): “ICP can be something high level that marketing put together more for positioning the brand and it’s not really connected to your actual customer and business.”
Lincoln Murphy (06:07): “As a sanity check on any new customer that comes in we should be running a success potential checklist against them to know whether or not they have the potential to be successful.”
Johan Nilsson (07:30): “Even if a customer fits all the criteria for the success potential, that’s no guarantee for success. That’s just setting the grounds that this is a customer that can be successful and here is where our work starts in CS to help them unlock this potential.”
Johan Nilsson (10:15): “Don’t overdo it, don’t make it too complicated, start with something basic you can really use.”
Lincoln Murphy (10:43): “[Ideal Customer Profile] is living and breathing something that is going to evolve over time. Don’t let perfection get in the way of progress”
Lincoln Murphy (13:35): “If they need a lot of help and we can’t provide that then that means that that customer right now doesn’t have success potential.”
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
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