ON TODAY’S EPISODE:
In this week’s episode of Impact Weekly Johan and Lincoln explore the question of whether a new CS team should handle expansion sales or if it should be the sales team's responsibility. From the importance of capacity planning and negotiation skills to the benefits of customer success-driven opportunities. They discuss the pros and cons of having account managers handle upselling opportunities and provide insights on the right strategies to approach upsell opportunities.

THIS WEEK’S QUESTION:
“I'm building a new CS team. I've been talking to many other leaders and trying to understand who should be doing the upgrade, Customer Success or Sales?”

TOPICS BEING ADDRESSED:
* The importance of capacity planning in carving out specialist roles
* The pros and cons of having account managers handle upselling opportunities
* The right strategies to approach upsales

QUOTES:
Johan Nilsson (02:36): “It depends on where you are on that journey”

Lincoln Murphy (05:17): “It all has to do with understanding what your customer is trying to accomplish and giving them what they need to do to actually achieve those goals”

Lincoln Murphy (10:56): “it comes down to complexity and timing and process”

Lincoln Murphy (13:18): “So capacity planning should be the basis for the majority of your decisions around carving out specialist roles”

Lincoln Murphy (15:55): “It should be a very clear process if for no other reason than clarity from the customer standpoint”

Johan Nilsson (21:57): “From a leadership point of view, you want someone that's looking at NRR here because that's gonna make you the whole difference.”

Lincoln Murphy (24:54): “Customer Success driven opportunities can come up much more frequently and actually end up doubling the value of that customer account.”

Lincoln Murphy (25:53): “If a CRO or CCO or any other executive is looking at NRR growth, they should be looking at customer success driving this process”

Lincoln Murphy (28:14): “if your customers have a logical reason to buy more from you and they don't, that's curious”

Lincoln Murphy (30:01): “In order to make the customer successful, there are some operational metrics that we can look at to make sure that the customers are getting what they need.”

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