ON TODAY'S EPISODE:
In Episode 69 of Impact Weekly, Johan and Lincoln tackle the delicate balance between offering tailored solutions and maintaining a scalable product in the SaaS industry. They dive deep into the nuances of customization, from fully bespoke developments to configurable features within a product, shedding light on how Customer Success Managers can navigate these waters effectively.

THIS WEEK'S QUESTION:
"From a customer success angle, how do you balance offering customization with ready-to-use features in a SaaS product? What's the upside and downside to each?"

TOPICS BEING ADDRESSED:

• Understanding the spectrum of customization in SaaS products and its impact on scalability.
• The importance of defining your business model and customer success potential to align with your customization strategy.
• Strategies for Customer Success Managers to handle customization requests without compromising the product's integrity or scalability.

QUOTES:
Lincoln Murphy (03:28): “Customizations occur within the confines of the product as it's built. You're really making the product your own, but you're not changing the product. You're just configuring it.”

Johan Nilsson (08:02): “A lot of times, customization is about doing customer success actually. It's really about customizing the way you talk about what the customer's needing to do, speaking their language.”

Lincoln Murphy (11:57): “If we start customizing the product, I've seen this happen a lot of times where we do everything the customer requests... we build some sort of a monster.”

Lincoln Murphy (17:37): “Sometimes you have to be able to push back and say no... but it's critical that you do that.”

Johan Nilsson (19:37): “Don't start with how. That will bring you down to the wrong path. Always understand the objective first.”

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

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