ON TODAY'S EPISODE:
Impact Weekly Unwrapped: Our Top Insights from 2023's Most Popular Episodes. In this special year-end episode, Johan and Lincoln reflect on the most downloaded episodes of 2023, exploring the key themes and insights that resonated with Customer Success Managers and Heads of Customer Success. Dive into a comprehensive analysis of the year's most influential topics, from efficiency and capacity planning to goal discovery and expansion strategies.

THIS WEEK'S QUESTION:
"What were your most downloaded episodes in 2023 and what were the main themes you talked about this year?"

TOPICS BEING ADDRESSED:

1. Efficiency / Capacity Planning: Tackling the shift towards operational efficiency and strategic capacity planning in Customer Success.
2. Goal Discovery: Emphasizing the importance of understanding and aligning with customer goals for effective Customer Success Management.
3. Expansion: Exploring strategies for revenue growth and customer expansion as a core element of Customer Success.

OTHER EPISODES MENTIONED:

• Efficiency / Capacity Planning:
  • Episode 22: Say Goodbye to Low, High, and Tech Touch: What to Do Instead #4 all time
  • Episode 51: Customer Success is in its Efficiency Era now (From Growth to Profit)
  • Episode 34: Unlocking Potential: How to Allocate Customers to CSMs
  • Episode 29: Scaling Customer Success: High Impact vs Low Impact Activities
  • Episode 11: ARR per CSM is outdated - capacity planning done right
• Goal Discovery:
  • Episode 17: The Power of Goal Discovery #5 all time
  • Episode 39: Continuous Goal Alignment: The Secret to World-Class Customer Success
  • Episode 38: Goal Discovery: The Essential Task You Don't Have Time for (Until Now!)
• Expansion:
  • Episode 23: Selling to Existing Customers: Why most Companies leave Money on the Table
  • Episode 52: Expansion is Success: Why Land and Maintain isn't Enough
  • Episode 16: Customer Growth: Discovering and Achieving your Expansion Potential
  • Episode 7: The Secret to Thriving in Expansion Sales, Even If You're Not a Natural

QUOTES:
Lincoln Murphy (06:04): "In 2023, we became much more efficiency-focused in Customer Success."

Johan Nilsson (12:20): "It's about making sure we're delivering the appropriate experience and having the right coverage model."

Lincoln Murphy (16:48): "If you don't know your customer's goals, you can't really be doing customer success."

Johan Nilsson (21:35): "We need to get back to doing real customer success again."

Lincoln Murphy (26:15): "Once you get past the idea that revenue generation has to be a function of sales, you see the potential in Customer Success."

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

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