2-week Customer Advocacy training program starts 22-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-apr-euON TODAY'S EPISODE:Unlock the power of real, enthusiastic customer advocacy. This week on Impact Weekly, Johan and Lincoln explore the strategies to turn your customers into your most potent marketing force. They lay down the importance of a systematic approach to advocacy, tracking, and making data-backed asks to cultivate authentic customer champions.THIS WEEK'S QUESTION:“How can customers see the value in being advocates? What's in it for the customer?”TOPICS BEING ADDRESSED:Setting the stage for advocacy through "orchestration"How tracking advocacy influences can be leveraged for future asksGraduated Advocacy Asks: Making increasingly impactful requests over timeQUOTES:Lincoln Murphy (18:00): "When you get to that point, the ask goes over much better because it's expected."Johan Nilsson (19:00): "We need to keep track of that referral process, not just for our sake but to better our advocacy ask later."Lincoln Murphy (20:00): "By reminding them how important unbiased reviews were to them, you make them want to share their story."Lincoln Murphy (21:00): "We're having larger, more intense asks over time, and that's invoking consistency and commitment."Johan Nilsson (22:00): "You need to operationalize this to get advocacy going. It's not just about asking; it's about setting things up." 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.

This engaging discussion dives deep into handling pushy customers seeking discounts and the importance of understanding their motives. The hosts provide effective tactics for negotiation, emphasizing clear communication and the value of the service over mere discounts. They highlight the necessity for Customer Success Managers to have consistent internal guidelines to empower their negotiations. Practical strategies are shared to turn the pressure into an opportunity for retaining customers, making it a practical listen for professionals.

Discover the tightrope of customization versus scalability in SaaS products. The discussion outlines how Customer Success Managers can walk this line without sacrificing product integrity. Delve into understanding customer goals before diving into solutions, and learn about the power of social proof in building confidence. Insights on managing customer expectations and the risks of excessive customization shed light on enhancing user experience while maintaining product core capabilities. It's all about aligning needs with functionality!

Explore the challenges of engaging major clients who avoid renewal talks. Delve into the importance of customer health scores and tailoring communication strategies that prioritize client needs. Discover effective proactive communication tactics and the value of aligning your success efforts with customer goals. The discussion highlights how understanding customer dynamics can lead to meaningful conversations and increase renewal success. Ultimately, it’s about making customers genuinely successful, which naturally leads to their renewal.

ON TODAY'S EPISODE:In this insightful episode of Impact Weekly, Johan and Lincoln tackle a prevalent challenge in the SaaS industry—integrating domain experts into customer success roles without prior experience. They delve into why companies are increasingly leaning towards this trend, the benefits it brings, and the hurdles both the domain experts and companies face. Moreover, they share practical strategies to empower these domain experts to excel as customer success managers (CSMs), ensuring they can leverage their specialized knowledge to drive customer success and business growth.THIS WEEK'S QUESTION:"I'm responsible for a team of Customer Success Managers with great domain expertise, but basically no experience in customer success. What would you have me do?"TOPICS BEING ADDRESSED:The growing trend of hiring domain experts as CSMs and its driving factors.The dual-edged sword of domain expertise in customer success roles: potential benefits and inherent challenges.Effective strategies and training approaches to transform domain experts into successful CSMs.QUOTES:Lincoln: “You can't teach experience, but you can certainly equip domain experts with the customer success tools they need to excel.” (07:22)Johan: “Having domain expertise is a great advantage, but being a strategic advisor rather than doing the work for the customer is key.” (18:04)Lincoln: “A good CSM can be better at helping customers than someone with just domain expertise. It's about moving from A to B to C, understanding and aligning with the customer's goals.” (11:38)Johan: “Upskilling in customer success, not just in the domain, is what will truly elevate your team to the next level.” (18:50)Lincoln: “It's not just about knowing the field—it's about knowing how to leverage that knowledge to drive customer success.” (16:12) 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.

Retention Training starts on 8-April, 2024.  Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON TODAY'S EPISODE:In this episode of Impact Weekly, we explore the challenge of juggling immediate customer support crises with the necessity for long-term planning. With a spotlight on retention, we delve into strategies for shifting from a reactive to a proactive engagement model, ensuring success and sustainability.THIS WEEK'S QUESTION:"I'm swamped over here. We're running around, putting out fires, barely holding on to customers. But we also know we should be planning for the long term. How do I even balance that?"TOPICS BEING ADDRESSED:The vital role of proactive engagement in customer retention.Transitioning from reactive problem-solving to strategic, future-focused planning.Cultivating a retention-centric mindset within customer success teams.QUOTES:Johan Nilsson (00:03:42): "Turning crisis into opportunity is the first step towards proactive retention."Lincoln Murphy (00:07:58): "The key to sustainable growth is not just solving problems but preventing them."Johan Nilsson (00:12:24): "Investing in retention is investing in the future of your business."Lincoln Murphy (00:17:36): "Empathy and understanding are at the heart of proactive customer success."Johan Nilsson (00:23:15): "Building a culture of anticipation, not just reaction, changes the game in customer success." 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.

Customer-centric Automations Training starts on 4-March, 2024.  Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24ON TODAY'S EPISODE:In this enlightening continuation of our exploration into the future of Customer Success, Johan and Lincoln dive deeper into reasons two through five, ensuring the necessity of Customer Success roles in the evolving landscape of technology and customer engagement. They challenge the notion of obsolescence and instead argue for the evolution and augmentation of Customer Success roles through strategic value addition, efficient operations, technological advancements, and maintaining a human-tech synergy.THIS WEEK'S QUESTION:"Will Customer Success even be needed in a few years?"TOPICS BEING ADDRESSED:The evolution of Customer Success roles beyond traditional tasks towards strategic value addition.The shift towards operational efficiency and its importance in sustaining Customer Success.The critical role of technology in enhancing Customer Success efforts, particularly through automation and AI.The indispensable human-tech synergy in delivering an appropriate customer experience.QUOTES:Johan (00:02:17): "It's about evolution, not elimination. The key tasks may change, but the need for strategic, high-value contributions will always remain."Lincoln (00:07:43): "The shift from growth at all costs to efficiency doesn't mean scaling down on Customer Success; it's about optimizing operations to continue delivering value."Johan (00:11:22): "Technology, especially AI, is not a threat but a catalyst for Customer Success, enabling us to do more and better."Lincoln (00:15:39): "Meetings with customers are the most expensive thing we do. We must ensure they're as efficient and effective as possible."Johan (00:19:37): "Maintaining a human-tech synergy is crucial. It's about using technology to augment, not replace, the human elements of Customer Success." 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.

Customer-centric Automations Training starts on 4-March, 2024.  Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24ON TODAY'S EPISODE:The Future of Customer Success: Essential or Endangered? In this thought-provoking episode, Lincoln and Johan dive into the heart of a provocative question: "Will Customer Success even be needed in a few years?" They explore the evolving landscape of customer success amidst technological advancements and changing business models, offering insights into the roles humans will continue to play in ensuring customer success.THIS WEEK'S QUESTION:"Will Customer Success even be needed in a few years?"TOPICS BEING ADDRESSED:The evolving role of Customer Success in the age of AI and automationThe importance of human interaction in delivering customer successStrategies for adapting Customer Success roles to future business needsQUOTES:Lincoln Murphy (08:15): "We're seeing a shift where technology enhances, but doesn't replace, the human element in customer success."Johan Nilsson (12:42): "True customer success comes from understanding and adapting to our customers' evolving needs."Lincoln Murphy (15:37): "Automation can handle tasks, but it can't replicate the trust and rapport built by humans."Johan Nilsson (18:22): "The future of Customer Success lies in strategic, high-impact human interactions, not in replacing humans with bots."Lincoln Murphy (21:58): "Our role is to ensure that customer success evolves in a way that technology serves to amplify our human strengths, not to overshadow them." 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.

Success Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-mar-euON TODAY'S EPISODE:In this captivating episode of Impact Weekly, Johan and Lincoln continue their insightful discussion on the top five traps that Customer Success Managers (CSMs) face, focusing on traps three through five. They delve into each trap with depth, providing practical strategies for CSMs to not only avoid these pitfalls but to turn them into opportunities for growth, thereby enhancing customer success and satisfaction.THIS WEEK'S QUESTION:"What are the biggest traps you can fall into as a CSM, and how can you get out?"TOPICS BEING ADDRESSED:The Problem Solver: The inclination to focus solely on resolving customer issues, which can overshadow the primary goal of ensuring customer success.Hope as a Strategy: Relying on hope rather than concrete, data-driven strategies to guide customer success efforts.Yielding to Every Customer Demand: The risk of compromising the strategic direction by adhering strictly to all customer requests without critical assessment and alignment with success goals.QUOTES:"Being a problem solver can distract from the real goal, which is to help the customer succeed, not just solve their immediate problems." – Johan (02:13)"Hope is not a strategy; we need to be data-driven and proactive in our approach to customer success." – Lincoln (11:17)"Solving for a problem without understanding the customer's goal can turn into a trap of its own." – Lincoln (14:32)"Simply doing everything a customer asks for doesn't guarantee success; it requires strategic thought and alignment with their goals." – Johan (20:47)"Avoiding these traps isn't just about steering clear of pitfalls; it's about proactively setting both the CSM and the customer up for success." – Lincoln (28:46) 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.

Success Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-mar-euON TODAY'S EPISODE:This week on Impact Weekly, Johan and Lincoln tackle the critical traps that Customer Success Managers (CSMs) often fall into. With insights and practical advice, they delve into the first two of the top five traps, offering strategies not just for avoiding these pitfalls but for transforming them into opportunities for growth and success.THIS WEEK'S QUESTION:"What are the biggest traps you can fall into as a CSM, and how do you get out?"TOPICS BEING ADDRESSED:Firefighting Mode: The cycle of constantly dealing with churned customers, which prevents CSMs from engaging in proactive, high-value activities.Lack of Confidence: How a CSM's lack of confidence can impact customer relationships and the importance of building objective confidence for meaningful engagements.QUOTES:Johan: "Firefighting mode is a vicious cycle where you miss out on doing proactive work." (04:24)Lincoln: "Sharpening the saw is crucial; we can't just keep spinning our wheels without moving forward." (05:37)Lincoln: "A lack of confidence can lead to people-pleasing, which traps you in ineffective cycles." (14:02)Johan: "Objective confidence is a game changer, empowering CSMs to engage with senior stakeholders effectively." (17:15)Lincoln: "Focusing on high-percentage activities moves you away from firefighting mode and sets customers up for expansion." (11:43) 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.