ON TODAY'S EPISODE:
Defining the customer journey can be complex and crucial. In this episode of Impact Weekly, Johan and Lincoln tackle the intricacies of life cycle stages in a company. They explore who typically defines these stages and what factors can impact their definition, offering valuable insights for Customer Success Managers and Heads of Customer Success.

THIS WEEK'S QUESTION:
“Who typically defines the life cycle stages in a company? And what factors can impact the definition of life cycle stages?”

TOPICS BEING ADDRESSED:

1. The critical role of Customer Success in defining life cycle stages.
2. The importance of life cycle stages in understanding and tracking customer progress.
3. How life cycle stages aid in effective capacity planning and prioritization.

QUOTES:
Lincoln Murphy (00:04): “Onboarding is the most common life cycle stage, yet many companies lack a clear definition of when a customer is onboarded.”

Johan Nilsson (00:14): “Life cycle stages must be practical and operational, not just ideas on paper.”

Lincoln Murphy (00:18): “It's about making sure the customer is progressing towards their goal... that's what Life Cycle Stages are for.”

Johan Nilsson (00:22): “Life cycle stages should serve us, but more importantly, the customer.”

Lincoln Murphy (00:26): “We will sell more if we actually make our customers successful, rather than just trying to sell them more.”

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

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