Impact Show

ON TODAY'S EPISODE: Convincing non-tech users to embrace change can be a challenge. In this week’s episode of Impact Weekly, Johan and Lincoln delve into the underlying reasons behind the excuse of being “non-tech” and share valuable insights on how to overcome resistance, understand customer motivations, and navigate customer reluctance to drive successful adoption. THIS WEEKS QUESTION: “My...

ON TODAY'S EPISODE: In this week of Impact Weekly, Johan and Lincoln take on the customer role and talk about their experiences of both successful and challenging customer interactions. Join them as they discuss the power of turning around a customer's negative experience and the long-term benefits it can bring to a business relationship. THIS WEEKS QUESTION: “Can you share an example of...

ON TODAY'S EPISODE: In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy discuss the importance of churn analysis and the pitfalls of false data and biased customer feedback, which can lead to distorted insights during churn analysis. They emphasize that churn is not the problem itself and introduce a simple classification system to gain insights into customer churn. THIS WEEKS...

ON TODAY'S EPISODE: This week, Johan and Lincoln will dive into a discussion about the scalability of customer success management and the possibility of building successful customer relationships without personal contact. They explore the motivations behind removing personal contact, the role of technology in engagement strategies, the importance of human interaction in product-led growth com...

ON TODAY’S EPISODE: Impact Weekly is all about helping our listeners solve common Customer Success challenges. When talking about all these challenges, one could wonder: “Why should I even consider taking a job in customer success?” In this week’s episode of Impact Weekly, Johan and Lincoln discuss what to consider when choosing your role and share their top 3 reasons to work in Customer Success....

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 my least favorite things is to deal with customer...

ON TODAY’S EPISODE: In this episode of Impact Weekly Johan and Lincoln explore the challenges of recognizing and empowering superusers. They highlight the long-term impact of genuine recognition and share best-practices and strategies to ensure their invaluable contributions are acknowledged through building authority and implementing workflows. THIS WEEK’S QUESTION:  “One of our super users is do...

ON TODAY’S EPISODE: In this episode of Impact Weekly, Johan and Lincoln discuss the complexities of customer success management when faced with significant changes and transitions within a customer's organization. From layoffs and key contacts leaving to organizational growth and new team dynamics, they navigate the nuances of situational awareness, multiple points of contact, and leveraging...

ON TODAY’S EPISODE: In this episode of Impact Weekly, Johan and Lincoln discuss common challenges faced by customer success managers in getting appointments and meetings with customers. They emphasize the importance of positioning oneself correctly, preparing for objections, and overcoming them. The hosts also explore the significance of goal discovery and alignment, especially in bigger companies...

ON TODAY’S EPISODE: In this week’s episode of Impact Weekly Johan and Lincoln explore the question of whether a new CS team should handle expansion sales or if it should be the sales team's responsibility. From the importance of capacity planning and negotiation skills to the benefits of customer success-driven opportunities. They discuss the pros and cons of having account managers handle up...

ON TODAY’S EPISODE: Are you looking to move accounts that are not paying enough to low touch motion? In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy provide tips on how to do just that. They discuss the concept of high-touch, low-touch, tech touch, and how it influences appropriate experience, the importance of appropriate experience in customer segmentation, and the opportuniti...

Welcome to another episode of Impact Weekly! In this week's episode, we're bringing you part two of the best advice from our previous episodes in a condensed version, so you can cherry-pick the advice you need right away. We received feedback from our listeners that they would like to fast track to the best advice, and we listened. Whether you're feeling overwhelmed at work or just...

Welcome to another episode of Impact Weekly! In this special 20th episode, we're bringing you the best advice from our previous episodes in a condensed version, so you can cherry-pick the advice you need right away. We received feedback from our listeners that they would like to fast track to the best advice, and we listened. Whether you're feeling overwhelmed at work or just looking for...

ON TODAY’S EPISODE: In this week's episode of Impact Weekly, Lincoln and Johan delve into the debate of whether or not to charge customers for customer success. While offering customer success is a crucial aspect of any SaaS company's customer experience strategy, the question of whether or not to charge customers for these services can be a difficult one. They discuss the different inte...

ON TODAY’S EPISODE: Connecting with C-level executives can be intimidating for customer success managers, but it's an essential skill for success. In this week's episode of Impact Weekly, Johan and Lincoln offer valuable advice on how to approach executives confidently and effectively. They discuss the importance of preparation, understanding executive goals, and finding power in positio...

ON TODAY’S EPISODE: In our latest episode, Johan and Lincoln dive into the crucial role that goals play in our relationships with customers. But how can we uncover their goals in the most effective way? Tune in as they explore the what, when, and why of understanding customer goals, and share the power of brainstorming to unlock new insights. THIS WEEK’S QUESTION: “Could you do an episode on how t...

ON TODAY’S EPISODE: Expansion is a crucial aspect of any business, and it's largely in the hands of the Customer Success Team. But how can I maximize growth potential and how do I develop a solid expansion plan? In this week’s episode of Impact Weekly, Lincoln and Johan share strategies for assessing and acting on growth potential, as well as the critical role of segmentation, goal discovery,...

ON TODAY’S EPISODE: Starting a new CSM position is exciting. But how do you actually get started and what should the first weeks look like? In this episode of Impact Weekly, we've got you covered. Lincoln and Johan discuss the importance of setting clear goals and direction during the first few months of a new role and provide a framework for establishing a 90-day plan. THIS WEEK’S QUESTION:...

ON TODAY’S EPISODE: This week's episode of Impact Weekly is all about the important topic of meetings and how they can be a catalyst for progress. Johan and Lincoln discuss the importance of preparation and follow-up in meetings, and share valuable tips on how to make the most of your customer interactions. They emphasize the role of clear objectives and agendas in effective meetings, and hig...

ON TODAY’S EPISODE: In this week’s episode of Impact Weekly, Johan and Lincoln explore the important difference between Customer Success and Support and discuss when it's a good idea to split them up. They discuss the importance of correctly positioning customer success managers as strategic advisors as well as planning resources and capacity for maximum efficiency. THIS WEEK’S QUESTION: “Whe...

ON TODAY’S EPISODE: The relationship between customer success and product is crucial in ensuring that the right decisions are made to make the product a success. In this week’s episode, Johan and Lincoln dive into the topic of Customer Success and Product collaboration. They discuss the role of CSMs in providing feedback and valuable insights, as well as the importance of having a structured proce...

ON TODAY’S EPISODE: How many customers should a CSM manage? And how do I determine this? This is a common but complex question which is why in this week’s episode of Impact Weekly Johan and Lincoln cover the importance of understanding the elements involved in capacity planning and creating a plan that takes into consideration the appropriate experience for customers across all lifecycle stages. T...

ON TODAY’S EPISODE: Do you want to solve the mystery of customer ghosting and win back your customers attention? Tune in to this week's episode of Impact Weekly! Johan and Lincoln break down the reasons why customers may stop engaging and give actionable tips on how to re-engage and keep them engaged. THIS WEEK’S QUESTION: What do you do when a customer is ghosting you? TOPICS BEING ADDRESSED...

ON TODAY’S EPISODE: In this week's episode of Impact Weekly, Johan and Lincoln delve into the often-daunting task of communicating pricing changes to customers. Whether it's upper management's decision or a necessary shift in your business model, it's crucial to approach the topic with a plan to minimize any potential negative impact on customer satisfaction. Tune in for expert...

ON TODAY’S EPISODE: Many are experiencing a shift in customer ownership within their customer success organization. But is this actually valuable for the customer and how do you keep a clear communication across all parts of the customer lifecycle? In this week’s episode of Impact Weekly Johan and Lincoln will dive into the development and potential necessity for team-based Customer Success. They...