ON TODAY'S EPISODE:
Breaking through departmental silos, Johan and Lincoln shed light on the multifaceted value of Customer Success. Beyond just retention, they emphasize the interdependence of various teams and the pivotal role Customer Success plays across the entire company.

THIS WEEK'S QUESTION:
“How do you show the importance of customer success to the wider team?”

TOPICS BEING ADDRESSED:

• The overarching impact of Customer Success on departments such as Product, Finance, Marketing, and Sales.
• Strategies for advocating and showcasing the importance of the Customer Success team internally.
• Exploring the intricacies of Net Revenue Retention and its relationship with different departments.

QUOTES:
Lincoln (07:52): "It's not that sales doesn't have these other things that influence them. They just take control of it and advocate for their team."

Johan (09:21): "Customers talk, customers change jobs, and they bring you in if they like you."

Lincoln (14:36): “You have to be the advocate for yourself as head of customer success. You have to be the advocate for your team.”

Johan (23:50): “If we can help sales and marketing do acquisition better, easier, faster, we will get their attention.”

Lincoln (24:45): "Think about it. If there are things that are going to impact the ability of sales to hit their numbers, the head of sales is going to do whatever they can to fix those things."

Johan (29:02): "Today we're at 102 percent NRR and I have a plan here to get us to 120 percent NRR by end of next year."

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

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