Description

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 swamped over here. We're running around, putting out fires, barely holding on to customers. But we also know we should be planning for the long term. How do I even balance that?"

TOPICS BEING ADDRESSED:

• The vital role of proactive engagement in customer retention.
• Transitioning from reactive problem-solving to strategic, future-focused planning.
• Cultivating a retention-centric mindset within customer success teams.

QUOTES:

• Johan Nilsson (00:03:42): "Turning crisis into opportunity is the first step towards proactive retention."
• Lincoln Murphy (00:07:58): "The key to sustainable growth is not just solving problems but preventing them."
• Johan Nilsson (00:12:24): "Investing in retention is investing in the future of your business."
• Lincoln Murphy (00:17:36): "Empathy and understanding are at the heart of proactive customer success."
• Johan Nilsson (00:23:15): "Building a culture of anticipation, not just reaction, changes the game in customer success."

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

Do you have a question you want us to answer? Submit it here.