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Johan Nilsson CEO & Founder of Startdeliver and Lincoln Murphy, Thought Leader & Growth Architect (Sixteen Ventures) have a simple mission: equip Customer Success Professionals with what they need to excel at Customer Success. In Impact Weekly they address common questions and issues within Customer Success with concrete tips on how to approach and solve them.
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ON TODAY'S EPISODE: Setting up a variable compensation plan for Customer Success Managers (CSMs) is fraught with challenges. In this week's episode of Impact Weekly, Johan and Lincoln dive deep into the intricacies of variable comp plans. They discuss the potential pitfalls, share effective strategies, and emphasize the irreplaceable role of leadership in motivating CSMs. THIS WEEK'S QUESTION: "What's the best approach for a variable comp plan for a Customer Success Manager?" TOPICS BEING ADD...
Retention training starts June 17, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/copy-of-the-retention-program-us-oct-24 ON 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...
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/the-advocacy-program-eujun24 ON 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 champion...
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/the-advocacy-program-eujun24 ON 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 t...
Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/the-expansion-program-may-eu ON 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 custom...
Our next Impact Academy training programs start on 27-May, 2024 Customer-centric Automations: https://www.impactdemy.com/courses/customer-centric-automations-eumay24 The Expansion Program: https://www.impactdemy.com/courses/the-expansion-program-may-eu ON 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 ...
Check out our upcoming Customer Success courses at Impact Academy here: https://www.impactdemy.com/collections ON 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 ...
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-eu ON TODAY'S EPISODE: In this week’s episode of Impact Weekly, Johan and Lincoln tackle a critical challenge facing leaders today: How do you maintain morale and retain your top performers amid significant organizational changes? From navigating economic shifts to adjusting to new market realities, they provide ins...
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-eu ON 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 b...
1ON 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 ...
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-eu ON 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 cu...
Retention Training starts on 8-April, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/the-retention-program-apr-eu ON TODAY’S EPISODE: In this week’s episode of Impact Weekly, Johan and Lincoln help a Customer Success Manager to navigate pushy customers trying to negotiate discounts. They shed light on the reasons behind it and tactics to handle those interactions. They also share processes and strategies to avoid those situations. THIS WEEK’S QUESTION: “One of m...
ON TODAY'S EPISODE: In Episode 69 of Impact Weekly, Johan and Lincoln tackle the delicate balance between offering tailored solutions and maintaining a scalable product in the SaaS industry. They dive deep into the nuances of customization, from fully bespoke developments to configurable features within a product, shedding light on how Customer Success Managers can navigate these waters effectively. THIS WEEK'S QUESTION: "From a customer success angle, how do you balance offering customizati...
Impact Academy Retention Program starts April 8, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/the-retention-program-apr-eu ON TODAY'S EPISODE: In this episode, Johan and Lincoln tackle a pressing challenge faced by many in Customer Success Management: managing major clients who are avoiding renewal discussions. They provide a deep dive into understanding the context of such situations, exploring customer health scores, meaningful usage, and the progress towards goals...
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), ensu...
Retention Training starts on 8-April, 2024. Learn more and sign-up here: https://www.impactdemy.com/courses/the-retention-program-apr-eu ON 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 sw...
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-24 ON 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 obsolesce...
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-24 ON 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 a...
Success Plan training starts March 4, 2024 at Impact Academy Learn more and sign-up here: https://www.impactdemy.com/courses/the-success-plan-program-mar-eu ON 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 b...
Success Plan training starts March 4, 2024 at Impact Academy Learn more and sign-up here: https://www.impactdemy.com/courses/the-success-plan-program-mar-eu ON 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 ...
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Great stuff 👍 One of the first thing I did with my team as a team lead was making sure the weekly routines are productive, and lead to success