Johan Nilsson & Lincoln Murphy

Impact Show

Business EN ↓ 82 episodes

Johan Nilsson , CEO & Founder of Startdeliver and Founder of Jecta AI, and Lincoln Murphy , Thought Leader & Growth Architect at Sixteen Ventures and VP of Customer Success at Listkit, are on a mission to redefine what Customer Success looks like at its best. Every week, live and on video, they bring the conversations that matter most — cutting through the noise to explore the ideas, strategies, and mindset shifts that separate good Customer Success from truly transformational ones. This is Impact Show .

Author

Johan Nilsson & Lincoln Murphy

Episodes

The Secret to Thriving in Expansion Sales, Even If You're Not a Natural 11.01.2023 34:42

ON TODAY'S EPISODE: As a Customer Success Manager, expansion is part of your responsibilities, but what do you do if you feel pressure to drive expansion but lack the confidence to know where to start? Tune in to this week's episode of Impact Weekly, where Johan and Lincoln will help you navigate this common challenge. They'll explain how to achieve the right mindset and position yo...

The Customer Onboarding Dilemma part II 04.01.2023 29:06

ON TODAY'S EPISODE: Are you frustrated by the lack of preparation some customers seem to have during the onboarding process? Do you wonder if it's a problem with the sales team, or if there's something else going on? Find out by joining Johan and Lincoln on this week's episode of Impact Weekly, where they'll discuss this common issue and provide strategies for overcoming i...

The Customer Onboarding Dilemma 21.12.2022 39:05

ON TODAY'S EPISODE: Are you tired of losing customers during the onboarding process? Do you feel like your efforts are going to waste as you watch them disengage and potentially downgrade? It's time to turn things around and take control of the onboarding experience. This week on Impact Weekly, Johan and Lincoln will be breaking down the key factors that contribute to an effective onboar...

QBRs in Customer Success: Myths and Alternatives 14.12.2022 20:14

ON TODAY'S EPISODE: The Quarterly Business Review is a popularized concept in Customer Success but what it entails can differ a lot and in some cases it can actually work against us in our job making the customer successful. In this week’s episode of Impact Weekly, Johan and Lincoln challenge common misconceptions around QBRs and put forward some alternatives that will deliver more value to t...

When is it over? 22.11.2022 20:53

ON TODAY'S EPISODE: We have all been in the unpleasant situation of trying to win back a customer that is about to churn, but how much time should you spend doing that? What should we consider before trying to save a customer and are there important differences here? In this week’s episode of Impact Weekly, Johan and Lincoln cover the many aspects of customer win-backs and how to make sure yo...

Ideal Customer Profile for Customer Success 10.11.2022 31:02

ON TODAY'S EPISODE: Ideal Customer Profile (ICP) is a buzzword that is thrown around a lot but what does it actually mean for Customer Success and can it do more harm than good? What is the missing component to ICP that really changes everything? In this episode of Impact Weekly, Lincoln and Johan discuss Ideal Customer Profile in depth and how Customer Success can adopt and evolve ICP to hel...

NRR as the main KPI 09.11.2022 22:07

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 Lincoln will unwrap Net Revenue Retention and give practical advice on rollup metrics, prioritization and how to make sure you ma...