ON TODAY'S EPISODE:
In this episode, Johan and Lincoln explore key trends in Customer Success Management (CSM) for 2024. They discuss the evolving landscape of product-led growth, the rising importance of personal branding for CSM professionals, and the increasing role of asynchronous communication in customer success strategies.

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. The balance between product-led growth (PLG) and customer success operations.
2. The importance of personal branding for Customer Success Managers and leaders.
3. The rise of asynchronous communication methods in customer success.

QUOTES:

Lincoln Murphy (12:14): "Product-led growth is not just about having a great product, but also about robust customer success operations behind it."

Johan Nilsson (15:37): "Building a personal brand is not just beneficial for career growth, but also amplifies effectiveness in customer success roles."

Lincoln Murphy (20:58): "Async communication like using video tools isn't just about efficiency for CSMs, it's also about creating a more flexible and effective experience for 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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