ON TODAY'S EPISODE:
Are you frustrated by the lack of preparation some customers seem to have during the onboarding process? Do you wonder if it's a problem with the sales team, or if there's something else going on? Find out by joining Johan and Lincoln on this week's episode of Impact Weekly, where they'll discuss this common issue and provide strategies for overcoming it.

THIS WEEKS QUESTION:
“A lot of my customers are not prepared when starting onboarding. I feel like sales is cutting corners. Should sales have done more before handing the customer over? And what can I do to overcome this?”

TOPICS BEING ADDRESSED:
* Common challenges in the onboarding process
* Causes for unprepared customers
* Measures to take to avoid unprepared customers


QUOTES:
Johan Nilsson (02:09):”There's a lot of things being covered in the sales process they will not go through everything that you might want to know, in the onboarding phase.”

Lincoln Murphy (07:02): “It's not evil salespeople. It's usually the customer either misunderstanding or just not hearing.”

Johan Nilsson (08:40):”So we also need to check ourselves as customer success managers that we cannot expect to have everything served to us when we start onboarding.”

Lincoln Murphy (11:28): “CSMs are doing everything with their customers across all lifecycle stages. [...] And this is where you really need to look at capacity planning.”

Lincoln Murphy (13:21): “There's three things that customers hate and that’s surprises, unknowns and repeating themselves.”

Lincoln Murphy (15:30): “Just open a Google doc and start writing down everything that a customer has to do on their own, outside of the product, on their own inside of the product and things that you will do with them and things that you will do for them.”

Lincoln Murphy (21:31):”If you help the salesperson close a deal, you're now their best friend”

Lincoln Murphy (25:18): “Don't let perfection get in the way of actually making progress.”

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

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