Impact Show

The Impact Show: AI, SaaS & Customer Success in 2026 Hosts: Johan Nilsson (Stockholm) & Lincoln Murphy (Brazil) SaaS Under Pressure A trillion dollars in SaaS market cap was recently wiped out — not because of poor earnings, but because Anthropic released a document showing AI could replace certain software tools outright. This spooked investors and raised a fundamental question: if you ca...

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'...

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 strate...

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...

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, unsolic...

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, strate...

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...

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....

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 organizat...

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 o...

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...

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...

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...

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 effec...

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 o...

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 p...

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...

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 ev...

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...

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 in...

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, of...

ON TODAY'S EPISODE: In "Chaotic Harmony: Customer Success in Early-stage Startups," Johan and Lincoln delve into the complex world of Customer Success Managers (CSMs) in startup environments. They explore how CSMs can navigate the unique challenges and create effective strategies amidst the unpredictability of startups. THIS WEEK'S QUESTION: "How do I create the best worki...

Learn more and sign-up for Impact Academy's Partner Success Program here: https://www.impactdemy.com/courses/partner-success-feb-eu ON TODAY'S EPISODE: This is a replay of episode 35 of Impact Weekly, Johan and Lincoln take a deep dive into the complex world of partner success within a multi-channel landscape. They discuss the differences and similarities to traditional customer success...

Learn more about Impact Academy Customer Success training here: https://www.impactdemy.com/collections ON TODAY'S EPISODE: In episode 59, Johan and Lincoln explore the vital aspects of skill and competence development for Customer Success Managers (CSMs). The discussion revolves around the necessity of a growth mindset, the importance of proactive training, and the need for continuous self-im...

ON TODAY'S EPISODE: "Kickstart 2024: New Years Strategies for Customer Success Managers and Leaders" delves into effective strategies and reflections that customer success professionals should consider at the start of a new year. Johan and Lincoln discuss practical steps for CSMs and CS leaders to set the tone for a successful year, covering goal reassessment, capacity planning, and...