Exploring the complex world of variable compensation, the discussion reveals the pitfalls that can turn incentives into threats for Customer Success Managers. Striking a balance between performance-based pay and employee motivation is crucial. Leadership plays an irreplaceable role in guiding teams effectively. The podcast also suggests alternatives to traditional commission models, highlighting the value of recognizing customer milestones and focusing on clear career paths for retention. It's a deep dive into the interplay between compensation, motivation, and customer satisfaction.

Retention training starts June 17, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/copy-of-the-retention-program-us-oct-24ON TODAY'S EPISODE:Customer churn is a critical issue that can impact a company's growth and stability. In this week’s episode of Impact Weekly, Johan and Lincoln dive into the essential metrics for predicting churn and discuss effective strategies to mitigate it. They share insights on understanding customer behavior, proactive engagement, and how to communicate potential churn risks to management.THIS WEEK'S QUESTION:"Can you summarize the key indicators for predicting churn in advance?"TOPICS BEING ADDRESSED:The importance of understanding key indicators for predicting churnStrategies for addressing and mitigating lagging churnEffective communication with management about potential churn issuesQUOTES:Lincoln Murphy (02:50): "Meaningful usage is the main thing to look at when predicting churn." Johan Nilsson (04:32): "Stakeholder changes are a massive indicator that churn could be on the horizon." Lincoln Murphy (06:45): "Proactive engagement with customers can significantly reduce the risk of churn." Johan Nilsson (09:20): "The iceberg metaphor helps illustrate the hidden risks beneath the surface of current churn rates." Lincoln Murphy (13:52): "Our daily work in Customer Success is crucial to ensuring long-term customer retention." Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.

Discover how to transform your customers into passionate advocates without overwhelming them. The hosts discuss the art of orchestrating customer advocacy, emphasizing a systematic approach and the importance of tracking impact. They explore how effective NPS utilization can enhance customer relationships and the power of thoughtful feedback questions. Learn about graduated advocacy asks that grow over time, ensuring customers feel valued. Uncover strategies that operationalize advocacy, making it an integral part of your engagement efforts.

Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON TODAY'S EPISODE:In this enlightening episode of Impact Weekly, Johan and Lincoln unpack the intricacies of customer advocacy, focusing on the subtle yet powerful differences between earned and incentivized advocacy. They explore why genuine, unsolicited customer testimonials are more effective and how to encourage them. Additionally, they discuss the pitfalls of offering incentives for customer reviews and share how to frame the 'ask' to create more compelling and authentic advocacy.THIS WEEK'S QUESTION:“How can customers see the value in being advocates? What's in it for the customer?”TOPICS BEING ADDRESSED:The psychology and implications of "earned" versus "incentivized" advocacy.Why putting a monetary value on a customer’s time can backfire when seeking reviews.Making the customer the 'hero' as a tactic for eliciting authentic, compelling stories.QUOTES:Lincoln Murphy (10:22): "We generally want earned advocacy rather than incentivized."Johan Nilsson (11:07): "You put some sort of value on the time you request from the customer, and that can be really bad."Lincoln Murphy (15:45): "The level of participation is going to be whatever the bare minimum is if it's incentivized."Lincoln Murphy (17:33): "Whatever participation you do get, because it's earned, that participation is going to be so much more valuable."Johan Nilsson (19:01): "When you make the customer the hero, you get really someone really engaged; it's a win-win." Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.

Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-expansion-program-may-euON TODAY'S EPISODE:In this week’s episode of Impact Weekly, Johan and Lincoln tackle the challenging question of how to start finding expansion opportunities when there appear to be none. They delve into the importance of the right mindset, strategies for uncovering hidden growth potential, and practical approaches for driving expansion in customer success.THIS WEEK'S QUESTION:"At the moment I have zero expansion opportunities. Where and how do I start?"TOPICS BEING ADDRESSED:The critical role of mindset in recognizing and creating expansion opportunities.Strategies for operationalizing expansion as an integral part of the customer's journey.The importance of pricing and planning in facilitating customer success and expansion.QUOTES:Lincoln Murphy (08:02): "We often see customers churn out... they just didn't know that, for this new goal they had, you were still the solution for it."Johan Nilsson (14:37): "It's a lot about having, if you have a real expansion model working... you can trust that process."Lincoln Murphy (19:59): "If you're tasked in Customer Success with expansion, and you don't have any input into pricing... That needs to change."Johan Nilsson (22:03): "It's crucial for expansion... You have to be at the table when you talk about pricing and plans."Lincoln Murphy (26:18): "We did that because we didn't trust the expansion process, or we just didn't have an expansion process in place." Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.

Our next Impact Academy training programs start on 27-May, 2024Customer-centric Automations:https://www.impactdemy.com/courses/customer-centric-automations-eumay24The Expansion Program:https://www.impactdemy.com/courses/the-expansion-program-may-euON TODAY'S EPISODE:In this week's episode, Johan and Lincoln explore the significance of tailoring customer success strategies based on unique customer characteristics, moving beyond traditional price plan segmentation. They delve into the practical steps customer success teams can take to create more personalized, efficient service models that drive better outcomes for both customers and businesses.THIS WEEK'S QUESTION:“How can we start tailoring our customer success to match our customers' characteristics instead of just their price plans? Got any practical advice on how to pull this off?”TOPICS BEING ADDRESSED:Importance of recognizing and adapting to diverse customer characteristics in Customer SuccessThe pitfalls of traditional price plan segmentation and its impact on efficiency and service qualityPractical strategies for implementing tailored customer success approachesQUOTES:Lincoln Murphy (06:03): “If we just group customers based on what they pay, we are not just over delivering, we are misdelivering. You're giving them something they don't need, which actually adds no value to them.”Johan Nilsson (14:16): “As you scale and add more people to your team, how can you bring this tailored approach into every interaction? That’s where true operational efficiency and customer satisfaction kick in.”Lincoln Murphy (18:37): “We're not just talking about different treatment for high-paying customers; we're talking about appropriate, targeted engagement based on what each customer actually needs.”Johan Nilsson (19:33): “Using customer characteristics like tech savviness or industry specifics can transform how we deliver success. This is not about more touchpoints; it's about the right touchpoints.”Lincoln Murphy (22:17): “What we're striving for is consistency across experiences, so no matter which CSM a customer works with, the level of engagement feels tailored and personal.” Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.

Check out our upcoming Customer Success courses at Impact Academy here:https://www.impactdemy.com/collectionsON TODAY'S EPISODE:In this week’s episode of Impact Weekly, Johan and Lincoln tackle a common yet under-discussed challenge in customer success: customers who, despite training, claim they "can't" perform tasks, thereby transferring their workload back to their CSMs. Discover insightful strategies for empowering customers and breaking this cycle of "weaponized incompetence".THIS WEEK'S QUESTION:"I have this customer, even though they've gone through training and I've shown them what to do, they just 'can't' do it and I end up doing it for them. How do I fix this?"TOPICS BEING ADDRESSED:Recognizing and addressing 'weaponized incompetence' in customer behavior.The importance of assertive communication and setting clear boundaries.Strategic options to transition workload back to the customer, fostering independence.QUOTES:Johan Nilsson (00:07:12): "Sometimes when this happens, it could be that they're actually fearing to fail. So if they keep asking you, if they can't do it themselves, can't with quotations on there, you basically move it to the CSM to do the things."Lincoln Murphy (00:19:28): "If you're doing the work for them, you're taking on that responsibility, what's their responsibility anymore? There's nothing. And now they can just fully blame us, which goes back to what you were saying earlier about fear of failure."Johan Nilsson (00:21:44): "It's about giving them options to say, basically, I cannot do the work, but I can show you how to do it. So share your screen, I can walk you through it and then you're on your own."Lincoln Murphy (00:26:18): "We have let them behave badly and get in their own way. And so now we have to fix that. How do we do that? This is where we have to have open communication."Johan Nilsson (00:29:44): "It is a lot about positioning. You need to get the position right. So you're not just seen as a problem solver or the assistant here. We need to be seen as a strategic partner, and we need to get joint accountability working." Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.

Leaders face the daunting task of maintaining morale and retaining top performers during organizational changes. Economic shifts and emotional well-being are explored as pivotal factors affecting team dynamics. Strategies emphasized include transparent communication, ongoing career development, and fostering a supportive atmosphere. Effective leadership shines in uncertainty, encouraging connection and boosting engagement. The conversations reveal that prioritizing team recognition and proactive management is crucial in navigating workplace challenges.

Our Impact Academy Head of CS: How to Scale training starts May 6, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/head-of-customer-success-how-to-scale-may-euON TODAY'S EPISODE:Dive deep into the multifaceted ways businesses can measure customer value beyond just annual recurring revenue. In this episode of Impact Weekly, Johan and Lincoln discuss various dimensions of customer value that encompass strategic importance, potential growth, and advocacy, enhancing how businesses can view and leverage their customer relationships for long-term success.THIS WEEK'S QUESTION:"Apart from ARR, what other factors should we consider to gauge the value of our customers given our current focus is solely on ARR?"TOPICS BEING ADDRESSED:Exploring the concept of 'Customer-level Value' — understanding success potential, ARR growth possibilities, and strategic customer roles.The importance of 'TAM Expansion' by entering new markets, discovering new use cases, and identifying profitable customer segments.How 'Company Strategy' aligns with customer input to drive product development and recognizes the importance of early adopters and domain experts.QUOTES:Lincoln Murphy (08:02): “Customer value extends beyond ARR—it’s about potential, advocacy, and strategic alignment.”Johan Nilsson (15:37): “Identifying customers that can drive our product roadmap is crucial; these are often your early adopters or domain experts.”Lincoln Murphy (22:45): “Success isn’t just about the revenue a customer brings, but also about their strategic importance and the social proof they provide.”Johan Nilsson (25:59): “Expanding into new markets or verticals isn't just growth; it’s about understanding where our customers can lead us.”Lincoln Murphy (29:23): “The best customer relationships are those where there’s a clear alignment between their success and the ARR they generate.” Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.

ON TODAY'S EPISODE:In today’s episode of Impact Weekly, Johan and Lincoln explore the concept of productivity in the realm of customer success. They debunk the idea of "hacks" as mere shortcuts and delve into substantive strategies that can genuinely enhance productivity for Customer Success Managers (CSMs).THIS WEEK'S QUESTION:“What are your favorite customer success hacks for staying productive throughout the day?”TOPICS BEING ADDRESSED:Analyzing and improving day-to-day efficiency in customer success roles.Understanding and managing personal energy levels for optimal productivity.Leveraging technology and structured strategies to boost efficiency.QUOTES:Lincoln Murphy (12:43): “If you're really just putting all of your effort into becoming more efficient, you may start to notice some things slipping.”Johan Nilsson (15:37): “It’s important to bring up things that are outside your control and manage expectations realistically."Lincoln Murphy (18:02): “Code-switching adds significant mental overhead. Grouping similar tasks or customer types can reduce that strain.”Johan Nilsson (21:15): “Owning your calendar and managing your inbox are crucial for maintaining control over your day.”Lincoln Murphy (25:58): “Align your tasks with your peak energy times to maximize your productivity.” Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/Do you have a question you want us to answer? Submit it here.