ON TODAY’S EPISODE:
In this week's episode of Impact Weekly, Johan and Lincoln delve into the often-daunting task of communicating pricing changes to customers. Whether it's upper management's decision or a necessary shift in your business model, it's crucial to approach the topic with a plan to minimize any potential negative impact on customer satisfaction. Tune in for expert tips and strategies on how to effectively communicate these changes and keep both your customers and team happy.

THIS WEEK’S QUESTION:
“If upper and senior management has increased prices across the board for all products and services, what’s the best course of action for the Customer Success Manager and team to reduce the blow?”

TOPICS BEING ADDRESSED:
* Managing Pricing Changes
* Communicating with Customers Effectively
* Minimizing Negative Impact of Pricing Changes

QUOTES:
Lincoln Murphy (02:03): “if you have a high price, there's just automatically a positioning of this being a premium product”

Lincoln Murphy (05:55): “The main thing to focus on here, which is short-term thinking versus long-term strategic “

Johan Nilsson (07:12): “You need to have a clear logic behind this price increase.”

Lincoln Murphy (08:57): “We really need to get away from this idea of difficult conversations.”

Lincoln Murphy (09:00): “We really need to get away from this idea that CSMs shouldn't be commercial.”

Lincoln Murphy (10:33): “Knowing that this is something that your customers are gonna expect will automatically soften that blow.”

Johan Nilsson (12:15): “Empathy in this case is really key.”

Lincoln Murphy (16:20): “You want to tell them as soon as possible because that will help soften the blow.”

Lincoln Murphy (17:32): “Give your CSMs as much of a heads up on this and as much lead time as possible.”

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.