ON TODAY’S EPISODE:
In this episode of Impact Weekly, Johan and Lincoln discuss common challenges faced by customer success managers in getting appointments and meetings with customers. They emphasize the importance of positioning oneself correctly, preparing for objections, and overcoming them. The hosts also explore the significance of goal discovery and alignment, especially in bigger companies with multiple stakeholders. They share practical tips and strategies for customer success in overcoming objections, positioning yourself effectively, and making progress with customers.

THIS WEEK’S QUESTION:
“I'm getting tired of always having to postpone my meetings and projects with my customers. What am I doing wrong here?”

TOPICS BEING ADDRESSED:
* The importance of positioning
* Objection Breakthrough formula

QUOTES:
Johan Nilsson (04:40): “We should also elaborate a little bit on what type of objections the customer can come with.”

Johan Nilsson (08:49): “If you see a lot of postponing that's someone not wanting to meet”

Lincoln Murphy (10:29): “You have to go through the discovery process to uncover your customer's goals”

Johan Nilsson (12:55): “Understanding what the customer's trying to do here will help you in your positioning”

Lincoln Murphy (15:18): “Always position it like I wanna make sure that you're using our product in the most efficient way possible to achieve your goals.”

Lincoln Murphy (21:11): “I's not just the customer's goal, it's also the goals of the individual contributors that we're working with that we really have to understand.”

Lincoln Murphy (33:14): “If you can come in with something that is not what they were looking for you can break their pattern”

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

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