ON TODAY'S EPISODE:
In this insightful episode of Impact Weekly, Lincoln delves deep into the challenges of convincing customers to take actions they don't initially want to do. Drawing parallels from a broad range of scenarios, from accounting to pediatric neurosurgery, Lincoln illustrates the human element in customer success management and demonstrates how understanding your customer can make a world of difference in driving successful engagement.

THIS WEEKS QUESTION:
“How can CSMs effectively drive product adoption and engagement for solutions that address necessary, but unattractive tasks without resorting to things like scare tactics?"

TOPICS BEING ADDRESSED:

• Recognizing and empathizing with the human factor in customer success.
• The importance of laying out a structured plan for customers.
• Why involving the execution team early can lead to better results.
• Re-framing 'difficult' conversations to improve outcomes.

QUOTES:
Lincoln (06:34): “If they feel heard, if they feel seen, they're much more likely to do what you want them to do.”

Lincoln (12:02): “We've created a plan that will be as least disruptive to your daily work as possible."

Lincoln (17:30): “There's peace in the plan.”

Lincoln (20:38): “So if we can understand psychology, we understand how things work, we can work with that to ensure that our customers are doing what they need to do to be successful."

Lincoln (22:18): “Involve the execution team early in the process, so they have a feeling of ownership and are less likely to feel blindsided and overwhelmed.”

Lincoln (23:40): “No more difficult conversations, they're just conversations. We have to reduce and remove the negative connotations of the most important conversations we can have with our customers.”

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

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