ON TODAY'S EPISODE:
Discover the potential hidden within your Customer Success Management (CSM) teams. In this week’s episode of Impact Weekly, Johan and Lincoln delve into strategies for customer allocation to CSMs, discussing how thoughtful allocation and capacity planning can optimize the potential of your CSMs and enhance customer success.

Here's a link to the Customer Success survey we mentioned.

THIS WEEK'S QUESTION:
“As a new head of CS, what should I consider when allocating customers to my CSMs?”

TOPICS BEING ADDRESSED:

• The need for CSMs to feel ownership of their customers
• The role of capacity planning in preventing CSM burnout
• The importance of segmenting customers based on their appropriate experience

QUOTES:
Lincoln Murphy (05:48): “If we take a look at the various life cycle stages that the customer goes through, there are going to be and we take into consideration the appropriate experience of the customer.”

Johan Nilsson (11:23): “Get the customer success manager to assume ownership here. And to do that, we need to have the right, we can be thoughtful how we think, look at the customer base and allocate them, but we need to fit it needs to be able to fit it in, into their calendar."

Lincoln Murphy (15:39): “A lot of movement with customer success managers from one company to another is absolutely traced back to what they would cite as burnout."

Lincoln Murphy (17:52): “We have to understand what it's actually going to take in order to help the customer achieve their desired outcome across the entire customer lifecycle.”

Lincoln Murphy (22:43): “You can become a better head of customer success. And if you really want to do that you can just try to put into place what we've talked about today, or you can come to our impact Academy and learn all the details of how to do that.”

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

Do you have a question you want us to answer? Submit it here.