Impact Show

Join our Customer Onboarding training that starts 22-January, 2024. ==> Learn more and sign-up here. ON TODAY'S EPISODE: In this episode, Lincoln addresses a variety of complex challenges and practical strategies in the realm of customer onboarding. He provides insights into making kickoff calls valuable, managing customer expectations, ensuring smooth transitions between onboarding and ad...

ON TODAY'S EPISODE: In this episode, Johan and Lincoln explore key trends in Customer Success Management (CSM) for 2024. They discuss the evolving landscape of product-led growth, the rising importance of personal branding for CSM professionals, and the increasing role of asynchronous communication in customer success strategies. THIS WEEK'S QUESTION: "What are the main trends and p...

ON TODAY'S EPISODE: In this episode of Impact Weekly, Johan and Lincoln delve into the predictions for customer success in 2024. They explore the evolving landscape of Customer Success Management (CSM) and how various factors like efficiency, capacity planning, goal discovery, expansion, pooled resources, and AI integration are shaping the future. The episode offers a glimpse into what CSMs a...

ON TODAY'S EPISODE: Impact Weekly Unwrapped: Our Top Insights from 2023's Most Popular Episodes. In this special year-end episode, Johan and Lincoln reflect on the most downloaded episodes of 2023, exploring the key themes and insights that resonated with Customer Success Managers and Heads of Customer Success. Dive into a comprehensive analysis of the year's most influential topics...

ON TODAY'S EPISODE: In this insightful episode of Impact Weekly, Johan and Lincoln tackle the challenging issue of CSM burnout in the context of customer success management. Despite appearing under capacity on paper, many CSMs report feeling overwhelmed and burned out. The discussion revolves around uncovering what might be missed in these situations and how leaders can effectively address an...

Impact Academy Expansion Program starts 4-Dec, 2023! ==> Learn more and sign-up here. 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...

ON TODAY'S EPISODE: In this episode, Johan and Lincoln explore the challenges and strategies for Customer Success Management amidst a shift from growth to profit in many companies. They focus on the implications and nuances of efficiency metrics such as ARR per employee, providing insights on how heads of customer success can effectively adapt to this changing landscape. THIS WEEK'S QUES...

ON TODAY'S EPISODE: Defining the customer journey can be complex and crucial. In this episode of Impact Weekly, Johan and Lincoln tackle the intricacies of life cycle stages in a company. They explore who typically defines these stages and what factors can impact their definition, offering valuable insights for Customer Success Managers and Heads of Customer Success. THIS WEEK'S QUESTION...

ON TODAY'S EPISODE: Navigating the delicate balance of incorporating user feedback into product development is no small feat. This week on Impact Weekly, Johan and Lincoln unpack the complex dynamics of feedback loops in the world of Customer Success Management (CSM). They offer their seasoned perspectives on distinguishing valuable insights from noise and emphasize the critical nature of clo...

ON TODAY'S EPISODE: Navigating the complex world of Customer Success Management (CSM) often raises the question: How specialized should a CSM be in their customers' businesses? In episode 48 of Impact Weekly, Johan and Lincoln explore this intricate balance, emphasizing the importance of curiosity, resourcefulness, and focus on customer goals. Tune in to find out what CSMs should really...

Customer Advocacy program starting November 27th: Learn more and sign-up here 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...

Customer Advocacy program starting November 27th: Learn more and sign-up here 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 encoura...

ON TODAY'S EPISODE: Unpacking the critical difference between customer KPIs and user KPIs, Johan and Lincoln shed light on the importance of understanding and measuring true customer achievement. With a deep dive into the layers of success metrics, this episode reveals how best to align them with genuine business outcomes. THIS WEEK'S QUESTION: “Customer KPIs VS users KPIs: which one to...

ON TODAY'S EPISODE: Breaking through departmental silos, Johan and Lincoln shed light on the multifaceted value of Customer Success. Beyond just retention, they emphasize the interdependence of various teams and the pivotal role Customer Success plays across the entire company. THIS WEEK'S QUESTION: “How do you show the importance of customer success to the wider team?” TOPICS BEING ADDR...

Impact Academy 2-Week Retention program for CSMs and Heads of CS starts on September 25, 2023. Learn more and sign-up here. ON TODAY'S EPISODE: In this episode, we delve into the transformative world of customer success, exploring strategies that shift the focus from firefighting reactive measures to proactive, sustainable solutions. Johan and Lincoln share invaluable insights on breaking the...

Impact Academy 2-Week Retention program for CSMs and Heads of CS starts on September 25, 2023. Learn more and sign-up here. ON TODAY'S EPISODE: Net Revenue Retention (NRR) is unarguably a highly important metric but is it the main KPI for a Customer Success Manager? And if so, how do you track progress and make sure your actions influence NRR? In this episode of Impact Weekly, Johan and Linco...

ON TODAY'S EPISODE: Johan and Lincoln tackle a pressing concern for Heads of Customer Success and Customer Success Managers: Why high usage doesn't equate to customer success. They explore the "Usage Trap" and introduce the concept of Success Gaps as a way to understand and act on customer goals effectively. THIS WEEK'S QUESTION: “My customers are frequent users of our pla...

ON TODAY'S EPISODE: Scaling your Customer Success team can feel like walking a tightrope between maintaining control and empowering your team. In this illuminating episode, Johan and Lincoln address the challenges and solutions involved in scaling Customer Success teams without losing that personal touch. THIS WEEK'S QUESTION: "As head of CS I have always been very integrated with m...

ON TODAY'S EPISODE: Keeping up with ever-evolving customer goals can feel like chasing a moving target. In this week's episode of Impact Weekly, Johan and Lincoln unravel the mystery behind continuous goal alignment. They break down strategies for understanding, tracking, and staying in sync with customer goals, offering critical insights on joint accountability, maintaining customer rel...

Join Impact Academy's Success Plan program starting August 21, 2023! Learn more and sign-up here. ON TODAY'S EPISODE: Balancing goal discovery with time constraints is a common challenge for CSMs and Heads of Customer Success. In this week’s episode of Impact Weekly, Johan and Lincoln explore the importance of goal discovery, how to prioritize it among daily tasks, and how to equip CSMs...

ON TODAY'S EPISODE: Johan and Lincoln delve deep into the intricate relationship between Sales and Customer Success. They highlight the pitfalls of working in silos and shed light on how to build a more cohesive, collaborative approach. Tune in to uncover practical strategies and actionable insights that can help bridge the divide and pave the way for a smoother customer journey. THIS WEEK’S...

ON TODAY'S EPISODE: In this insightful episode of Impact Weekly, Lincoln delves deep into the challenges of convincing customers to take actions they don't initially want to do. Drawing parallels from a broad range of scenarios, from accounting to pediatric neurosurgery, Lincoln illustrates the human element in customer success management and demonstrates how understanding your customer...

ON TODAY'S EPISODE: In 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 and offer insights on how to ensure that both the partner's and the end customer's success align perfectly. THIS WEEK'S QUESTION: "I&a...

ON TODAY'S EPISODE: Discover the potential hidden within your Customer Success Management (CSM) teams. In this week’s episode of Impact Weekly, Johan and Lincoln delve into strategies for customer allocation to CSMs, discussing how thoughtful allocation and capacity planning can optimize the potential of your CSMs and enhance customer success. Here's a link to the Customer Success survey...

ON TODAY'S EPISODE: This week’s episode of Impact Weekly is the response to a thought-provoking tweet by industry visionary Jason Lemkin. Johan and Lincoln dissect the intricate relationship between ally and nemesis, questioning whether Customer Success has veered off course. Get ready to challenge your assumptions and discover the delicate balance between being an ally and transforming into...