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ON TODAY'S EPISODE:
In this episode, we delve into the transformative world of customer success, exploring strategies that shift the focus from firefighting reactive measures to proactive, sustainable solutions. Johan and Lincoln share invaluable insights on breaking the cycle of customer churn, empowering teams, and achieving long-term growth by prioritizing the success of your customers.

THIS WEEKS QUESTION:
 "I'm swamped over here. We're running around, putting out fires, barely holding on to customers. But we also know we should be planning for the long term. How do I even balance that?"

TOPICS BEING ADDRESSED:
* Challenge of Balancing Short-Term and Long-Term Goals
* Reactive and Proactive Customer Success
* Deprioritization and Resource Allocation

QUOTES:
Lincoln Murphy (03:14): "Reality is messy."

Johan Nilsson (05:24): "It's a vicious cycle. Customers that you're dropping the ball on, they will have one foot out of the door."

Lincoln Murphy (09:20): "Chasing customers and spending all of our resources to save just a few will lower NRR most likely."

Lincoln Murphy (21:05):  we're not looking at how to prioritize everything, but what we are looking at is right now, what can we deprioritize?

Lincoln Murphy (29:15): "Celebrate moving customers through progress milestones; it's a crucial part of proactive customer success."

Johan Nilsson (29:47): "Visibility is key; you need a system that provides real visibility to drive positive change."

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

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