ON TODAY'S EPISODE:
In this episode of Impact Weekly, Johan and Lincoln delve into the predictions for customer success in 2024. They explore the evolving landscape of Customer Success Management (CSM) and how various factors like efficiency, capacity planning, goal discovery, expansion, pooled resources, and AI integration are shaping the future. The episode offers a glimpse into what CSMs and heads of customer success can expect in the coming year and beyond.

THIS WEEK'S QUESTION:
"What are the main trends and predictions for customer success in 2024, and how will they impact the role of CSMs and heads of Customer Success?"

TOPICS BEING ADDRESSED:

1. Efficiency and Capacity Planning in Customer Success.
2. The Rising Importance of Goal Discovery and Customer Outcome Alignment.
3. Expansion Strategies and the Role of Pooled Resources.
4. The Integration of AI in Customer Success.

QUOTES:
Lincoln Murphy (04:18): “The most efficient way to grow revenue is to have your customers buy more... and this is where efficient expansion comes into play.”

Johan Nilsson (06:22): “Pooled resources can be a game-changer if you have the right systems and context in place.”

Lincoln Murphy (14:11): “AI in customer success is not just about analytics; it's evolving into live coaching and task management, enhancing the CSM's efficiency.”

Johan Nilsson (17:37): “With AI, we're not just automating tasks; we're elevating the CSM's ability to focus on more strategic aspects of customer success.”

Lincoln Murphy (11:54): “Efficiency isn't just about doing more with less; it's about being strategically smart with what we have.”

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

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