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ON TODAY'S EPISODE:
Balancing goal discovery with time constraints is a common challenge for CSMs and Heads of Customer Success. In this week’s episode of Impact Weekly, Johan and Lincoln explore the importance of goal discovery, how to prioritize it among daily tasks, and how to equip CSMs with the necessary skills to ensure success.

THIS WEEK'S QUESTION:
“Goal discovery makes total sense to me. But, practically speaking, at what level (user, exec sponsor, etc.) should I be having these conversations and how am I supposed to make time to do this with 40+ clients? Help!”

TOPICS BEING ADDRESSED:

• The importance of goal discovery in customer success and the challenges of finding time for it
• How to build goal discovery as a competence and incorporate it into daily routines
• The role of leadership in coaching and encouraging CSMs to perform goal discovery

QUOTES:
Lincoln Murphy (00:27:00): “You have to be deliberate and prioritize the important things or they will sort of naturally be pushed aside by less important, but more seemingly urgent things. So you have to control for this.”

Johan Nilsson (00:29:00): “Customers always have goals. And to do this, to work with customers and to manage goals, there are two key skills that you need as a customer success manager, goal discovery and objection breakthrough.”

Lincoln Murphy (00:28:00): “We want to make sure that heads of customer success are focused on high priority, important things as well, and aren't falling into the trap of managing CSMs on the urgent, unimportant things, right?”

Johan Nilsson (00:29:30): “It might seem, if you haven't done this before, like a huge task, but we've seen this so many times that when you start working this way, it becomes practice basically. And you will be able to fit it in, in your schedule, but of course you have to prioritize it.”

Lincoln Murphy (00:26:00): “So it's not about finding time. It's about shifting priorities.”

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

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