ON TODAY’S EPISODE:
In this episode of Impact Weekly, Johan and Lincoln discuss the complexities of customer success management when faced with significant changes and transitions within a customer's organization. From layoffs and key contacts leaving to organizational growth and new team dynamics, they navigate the nuances of situational awareness, multiple points of contact, and leveraging opportunities that arise from change. They offer practical insights and strategies for restarting customer relationships, building stronger partnerships, and achieving success in the face of shifting landscapes.

THIS WEEK’S QUESTION:
“One of my larger customers has been through a lot of change in the past couple of months. Several users have been laid off and our main contact has quit. What can I do here?”

TOPICS BEING ADDRESSED:
* Strategies for be prepared for stakeholders leaving
* How to restart customer relationships
* Opportunities that come with a new point of contact

QUOTES:
Lincoln Murphy (05:33): “You just have to know change is inevitable.”

Lincoln Murphy (08:57): “You can't just take what you hear. Yeah. Even if it's from a person that was affected by this or in this case quit. You can't just take that at face value.

Lincoln Murphy (12:57): “Don't be afraid to reach out to people that maybe you've never talked to before to figure out what's going on.”

Johan Nilsson (22:59): “You need to be sensitive around timing here, because if there's been a lot of chaos and you push too hard it might backfire.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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