ON TODAY'S EPISODE:
As a Customer Success Manager, expansion is part of your responsibilities, but what do you do if you feel pressure to drive expansion but lack the confidence to know where to start? Tune in to this week's episode of Impact Weekly, where Johan and Lincoln will help you navigate this common challenge. They'll explain how to achieve the right mindset and position yourself as a strategic advisor, as well as provide tips on using orchestration and social proof to prepare your customers for expansion. Don't let the pressure get you down – tune in and learn how to overcome your doubts and drive successful expansion.

THIS WEEKS QUESTION:
“I'm getting more and more pressure to upgrade and expand on my customers, but I'm not feeling confident in doing that. What should I do?”

TOPICS BEING ADDRESSED:
*Achieving the right mindset and objective confidence
*Positioning yourself as a strategic advisor
*Using orchestration and social proof

QUOTES:
Johan Nilsson (00:39): ”I think we can interpret pressure here both as pressure coming from a boss or manager but also where you have your own pressure to do more, and maybe you feel that you should be doing more expansion but you're just not sure on how to do that.”

Lincoln Murphy (03:50): “My first discussion with anybody that wants to expand is, do you have additional things to sell?”

Lincoln Murphy (04:49):”As customers become more successful with us, there's going to be logical opportunities for them to expand their relationship with us.”

Lincoln Murphy (06:06): ”When you try to employ the same tactics that you would on totally new people, you can actually end up hurting the relationship that we have with the existing customer because we're treating them like we don't have that relationship.”

Lincoln Murphy (08:36): “Nobody is under any delusion that this isn't a commercial relationship. It's right there in your title, Customer Success.”

Lincoln Murphy (11:49): “You have to understand that expansion is part of success.”

Lincoln Murphy (15:43): “This whole idea of expansion shouldn't just be on the CSM to figure out for their customers. This needs to be approached in a more strategic way.”

Johan Nilsson (16:05): “A lot of companies are still missing a lot of opportunities when it comes to setting up their pricing and plans for expansion focused growth.”

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.

Full show: Q+A with Jack Tame, November 9 2025

Q+A with Jack Tame

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