ON TODAY’S EPISODE:
In this week's episode of Impact Weekly, Lincoln and Johan delve into the debate of whether or not to charge customers for customer success. While offering customer success is a crucial aspect of any SaaS company's customer experience strategy, the question of whether or not to charge customers for these services can be a difficult one. They discuss the different interaction models, separating professional services from customer success, and the importance of seeing customer success as a profit center rather than a cost center.

THIS WEEK’S QUESTION:
“Should we charge our customers for Customer Success?”

TOPICS BEING ADDRESSED:
* The internal mindset towards Customer Success
* The different interaction models
* Aspects to consider when setting the CS-pricing structure

QUOTES:
Lincoln Murphy (02:53): “Am I looking at CS as a cost center, or something that's gonna lead to the growth of my customer?”

Johan Nilsson (04:27): “it's not about minimizing cost, it's about growing your customers”

Lincoln Murphy (05:47): “Putting a value on things can really help”

Lincoln Murphy (09:56): “We have to remember to switch hats.”

Johan Nilsson (12:13): “Professional services can be a really great way to also accelerate the value your customers will get from your platform”

Johan Nilsson (15:47): “You need to be very clear on how this works internally, because then it's gonna work externally with your customers as well”

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

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