ON TODAY’S EPISODE:
In our latest episode, Johan and Lincoln dive into the crucial role that goals play in our relationships with customers. But how can we uncover their goals in the most effective way? Tune in as they explore the what, when, and why of understanding customer goals, and share the power of brainstorming to unlock new insights.

THIS WEEK’S QUESTION:
“Could you do an episode on how to properly conduct goal discovery with customers?”

TOPICS BEING ADDRESSED:
* The importance of goals
* The right approach to discovering goals
* Goal discovery framework

QUOTES:
Lincoln Murphy: “Even though the customer wants to start with how they still have goals”

Lincoln Murphy: “Make sure that you as a CSM are positioned in a valuable way”

Lincoln Murphy: “You don't want to be seen as just a problem solver.”

Lincoln Murphy: “There's a reason that they need to accomplish that goal.”

Lincoln Murphy: “You have a choice to be strategic with them or just to push features and functionality on them”

Johan Nilsson: “Social proof is a very effective way to talk goals with the customer”

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

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