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ON TODAY'S EPISODE:
In this episode, Johan and Lincoln tackle a pressing challenge faced by many in Customer Success Management: managing major clients who are avoiding renewal discussions. They provide a deep dive into understanding the context of such situations, exploring customer health scores, meaningful usage, and the progress towards goals. The conversation illuminates strategies for engaging clients effectively, emphasizing the importance of providing value and aligning with customer goals beyond the renewal date.
THIS WEEK'S QUESTION:
"My major client, significant in terms of annual revenue, is avoiding every meeting I try to schedule for renewal. What should I do?"
TOPICS BEING ADDRESSED:
- Understanding the context and health of customer relationships.
- Strategies for engaging and communicating value to clients.
- The importance of aligning customer success efforts with client goals and outcomes.
QUOTES:
Lincoln Murphy (06:57): "We're not just trying to renew customers; we're trying to make them successful. The side effect of a successful customer is that they're going to renew."
Johan Nilsson (14:02): "It's not about sitting in a box. A world-class Customer Success Manager knows it's about meaningful meetings and setting the right priorities."
Lincoln Murphy (22:15): "If all you do is take your terrible message and send it across different channels, now you're just annoying them at scale."
Johan Nilsson (29:50): "Renewal shouldn't dictate our overall engagement. We're focused on their next quarter, their next goal, moving them further towards achievement."
Lincoln Murphy (33:08): "Time flies. We're six months into the year already. Your contract is going to renew in six months. Let me know if there's going to be any issues."
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