Shows
Closing ConversationsEpisode 21: The Handoff Is the Whole Game: Sales, CS, Trust, and Expansion (with Lincoln Murphy)Lincoln Murphy has been in the CS world since before most people knew what “customer success” even meant—and he’s blunt about what actually makes companies grow.In this episode, we get into:* Why sales overstuff deals (and what it signals about your post-sale motion)* How to build trust between Sales and CS so customers don’t feel the seams* The handoff play that prevents “surprises, unknowns, and repeating yourself”* Strategic unbundling: holding back the right features so expansion becomes the obvious next step* Why CS isn’t about...
2026-02-0445 min
Across the FunnelEp # 163: The “Appropriate Experience” Test for AI in CS ft. Lincoln Murphy (VP of Customer Experience, ListKit)In this episode of the Hyperengage Podcast, Adil Saleh sits down with Lincoln Murphy, VP of Customer Experience at ListKit, to explore how customer success and post sale GTM are changing in a world of digital engagement and AI tools. Lincoln explains why obsessing over churn keeps teams stuck, and makes the case for focusing on customer outcomes and the overall experience instead. He talks through how COVID era shifts and everyday use of ChatGPT have raised expectations for speed to value, and outlines how ListKit runs a split model with self service GTM customers on one side and...
2025-12-0456 min
SaaS TherapyRECAP: The Path to Customer Success with Lincoln Murphy VP of Customer Experience @ListKitIn this recap episode, Casey highlights Lincoln Murphy as he shared his insights on the evolution of Customer Success and what it truly means to build customer relationships that last. From redefining retention and expansion to aligning CS with business outcomes, Lincoln breaks down practical strategies for creating real value and driving long-term growth.If you haven't given it a listen, go check it out!ResourcesConnect with CaseyConnect with ToddVisit the show pageGet to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jenna Mollinet
2025-12-0205 min
People Worth Caring AboutFrom Stigma to Strategy: Rebranding Skilled Nursing with Tim Craig of Lincoln Healthcare LeadershipOn this episode, we’re joined by Tim Craig, Managing Director of LTC 100 at Lincoln Healthcare Leadership. Tim shares the groundbreaking insights behind LTC 100’s consumer perception initiative and why the long-term care field urgently needs to rethink how it communicates its value. From the importance of storytelling and social media to the danger of clinging to outdated terminology, Tim challenges leaders to take ownership of their message — and their future.Key Takeaways:00:00 Introduction.07:03 “Nursing home” gets negative reactions across the board.10:28 Skilled nursing may be more ac...
2025-08-2147 min
Customer Success TalksThe Power of Desired Outcomes in Customer Success with Lincoln MurphyLincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide strategic support.- Why focusing on outcomes over product usage elevates CSMs from product specialists to trusted advisors.Packed with actionable advice for...
2025-06-111h 10
The Daily StandupDo we need a rebrand? | Lincoln MurphyEpisode 199: Does the moniker of customer success have too much baggage? Lincoln Murphy is leaning in that direction.⏱️ Timestamps:00:00:00 - Intro00:01:32 - Is it time to kill customer success? 00:03:44 - Weak leadership and lost potential 00:06:31 - Evolving or becoming extinct? 00:09:15 - What marketing’s past tells us about CS 00:11:56 - A future of specialization and growth 00:12:57 - Shedding labels, maximizing value 00:15:32 - The account management debate📺 Lifetime Value: Your Destination for GTM contentWebsite: https://w...
2025-03-1218 min
Impact WeeklyVariable Comp for CSMs: Motivation or Misstep?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'S QUESTION: "What's the best approach for a variable comp plan for a Customer Success Manager?"TOPICS BEING ADDRESSED:The challenges and pitfalls of variable compensation plans in Customer Success.Effective...
2024-06-2726 minImpact WeeklyPredicting Customer Churn: Essential Metrics and StrategiesRetention training starts June 17, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/copy-of-the-retention-program-us-oct-24ON 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 strategies to mitigate it. They share insights on understanding customer behavior, proactive engagement, and how to communicate potential churn risks to management.THIS WEEK'S QUESTION:"Can you summarize the ke...
2024-06-1335 minImpact WeeklyOrchestrated Advocacy: Creating Social Proof without Overwhelming CSMsCustomer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON 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 cultivate authentic customer champions.THIS WEEK'S QUESTION:“How can customers see the value in being advocates? What's in it fo...
2024-06-0623 minImpact WeeklyHow to get your Customers to Advocate for you (References, Referrals, and Reviews)Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON 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 encourage them. Additionally, they discuss the pitfalls of offering incentives for customer reviews and share how to frame the 'ask' to create more compelling and authentic advocacy.
2024-05-3017 minImpact WeeklyUpselling for Success: Why Simple Retention is a Red FlagImpact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-expansion-program-may-euON 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 approaches for driving expansion in customer success.THIS WEEK'S QUESTION:"At the moment I have zero expansion opportunities. Where an...
2024-05-2236 minImpact WeeklyCustomer Success Beyond what they Pay: Using Customer Characteristics to Tailor their ExperienceOur next Impact Academy training programs start on 27-May, 2024Customer-centric Automations:https://www.impactdemy.com/courses/customer-centric-automations-eumay24The Expansion Program:https://www.impactdemy.com/courses/the-expansion-program-may-euON TODAY'S EPISODE:In this week's episode, Johan and Lincoln explore the significance of tailoring customer success strategies based on unique customer characteristics, moving beyond traditional price plan segmentation. They delve into the practical steps customer success teams can take to create more personalized, efficient service models that drive better outcomes for both customers and businesses.
2024-05-1629 minImpact WeeklyWeaponized Incompetence: How Customers Get You to Do Their Work for Them (And How to Stop it)Check out our upcoming Customer Success courses at Impact Academy here:https://www.impactdemy.com/collectionsON 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. Discover insightful strategies for empowering customers and breaking this cycle of "weaponized incompetence".THIS WEEK'S QUESTION:"I have this customer, even though they've gone through training and I've shown them what to do...
2024-05-0931 minImpact WeeklyMaintaining Morale and Retaining Talent in Uncertain TimesOur 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-euON 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 organizational changes? From navigating economic shifts to adjusting to new market realities, they provide insightful strategies for keeping your team engaged and committed.THIS WEEK'S QUESTION:“How do you maintain mora...
2024-05-0332 minImpact WeeklyBeyond Revenue: Uncovering the True Value of Your CustomersOur 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-euON 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 of customer value that encompass strategic importance, potential growth, and advocacy, enhancing how businesses can view and leverage their customer relationships for long-term success.THIS WEEK'S QUESTION:"Apart from ARR, what other...
2024-04-2530 minImpact WeeklyEfficiency Hacks for CSMs: Practical Productivity IdeasON 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 for staying productive throughout the day?”TOPICS BEING ADDRESSED:Analyzing and improving day-to-day efficiency in customer success roles.Understanding and managing personal energy levels for optimal productivity.Leveraging techno...
2024-04-1934 minImpact WeeklyHow to Build a Customer Advocacy Machine2-week Customer Advocacy training program starts 22-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-apr-euON 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 cultivate authentic customer champions.THIS WEEK'S QUESTION:“How can customers see the value in being advocates? What's in...
2024-04-1123 minImpact WeeklyCustomer Retention: Negotiation, Discounts, and DistractionsRetention Training starts on 8-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON 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 customers that are really pushy and...
2024-04-0327 minImpact WeeklyTailored Success: Navigating Customization in SaaS Without Losing ScaleON 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 effectively.THIS WEEK'S QUESTION:"From a customer success angle, how do you balance offering customization with ready-to-use features in a SaaS product? What's the upside and downside to each?"TOPICS BEING...
2024-03-2821 min
Whiskey & Work PodcastFrom Business Partnerships To Starting A Business From Scratch, How Pure Salt Interiors Rose To Fame {Featuring Leigh Lincoln}In this episode of the Whiskey and Work Podcast, Kelsey sits down with co-founder of Pure Salt Interiors Leigh Lincoln. They discuss the journey from college roommates to business partners with her best friend and co-founder of Pure Salt Interiors Aly, the dynamics of business partnerships, and the importance of nurturing the partnership and maintaining communication. Sit back, relax and grab a pen and paper for this one — you’re going to want to take some notes! What we’re talking about… Leigh's background and introduction to Pure Salt...
2024-03-2649 minImpact WeeklyEngaging Customers at Renewal: Practical Strategies and TacticsImpact Academy Retention Program starts April 8, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON 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 of such situations, exploring customer health scores, meaningful usage, and the progress towards goals. The conversation illuminates strategies for engaging clients effectively, emphasizing the importance of providing value and aligning with customer goals beyond the renewal date.
2024-03-2137 minImpact WeeklyDomain Experts as CSMs: Benefits, Challenges, and Strategies for SuccessON 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 practical strategies to empower these domain experts to excel as customer success managers (CSMs), ensuring they can leverage their specialized knowledge to drive customer success and business growth.THIS WEEK'S QUESTION:"I'm re...
2024-03-1420 minImpact WeeklyRetention Reimagined: From Fighting Fires to Ensuring SuccessRetention Training starts on 8-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON 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 w...
2024-03-0629 minImpact WeeklyThe Future of Customer Success? AI, Automation, and Appropriate ExperienceCustomer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24ON 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 evolving landscape of technology and customer engagement. They challenge the notion of obsolescence and instead argue for the evolution and augmentation of Customer Success roles through strategic value addition, efficient operations, technological advancements, and maintaining a human-tech s...
2024-02-2822 minImpact WeeklyThe Future of Customer Success: Essential or Endangered?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-24ON 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 years?" They explore the evolving landscape of customer success amidst technological advancements and changing business models, offering insights into the roles humans will continue to play in ensuring customer success.THIS WEEK'S QUESTION:
2024-02-2132 minImpact WeeklyIt's a Trap! How to Avoid These Common CSM PitfallsSuccess Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-mar-euON 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 into each trap with depth, providing practical strategies for CSMs to not only avoid these pitfalls but to turn them into opportunities for growth, thereby enhancing customer success and satisfaction....
2024-02-1432 minImpact WeeklyCommon Traps for CSMs to Avoid (and How to Actually do That)Success Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-mar-euON 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, offering strategies not just for avoiding these pitfalls but for transforming them into opportunities for growth and success.THIS WEEK'S QUESTION:"What are the biggest...
2024-02-0825 min
Practical AI: The Capacity for GoodHow AI Tools Propel Customer Success with Lincoln Murphy, Founder of Sixteen VenturesIn this episode of Practical AI: The Capacity for Good, Lincoln Murphy, Founder of Sixteen Ventures, joins James Diel to define the concept of customer success, the role of AI in customer success management, and how AI tools empower customer success professionals to integrate the human experience, leveraging intelligent analytics, automation, and data-driven decision-making.Lincoln is a customer success growth expert, consultant, author, and thought leader with over fifteen years of experience in on-demand software product development and business architecture, focusing exclusively on SaaS.He has worked with clients of all sizes, including startups as well...
2024-02-0737 minImpact WeeklyChaotic Harmony: Customer Success in Early-stage StartupsON 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 working conditions as a CSM in a SaaS startup where there are no set ways of doing things?"TOPICS BEING ADDRESSED:The critical role of customer learning and development in startup environments...
2024-01-3133 minImpact WeeklyUnderstanding Partner Success: Challenges, Benefits, and OpportunitiesLearn more and sign-up for Impact Academy's Partner Success Program here:https://www.impactdemy.com/courses/partner-success-feb-euON 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 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'm setting up a partner success, what are the differences...
2024-01-2426 minImpact WeeklyThe CSM's Path to Excellence: Essential Skills, Training, and Professional DevelopmentLearn more about Impact Academy Customer Success training here:https://www.impactdemy.com/collectionsON 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-improvement in the ever-changing landscape of customer success. This episode provides invaluable insights for CSMs and heads of Customer Success aiming to elevate their careers.THIS WEEK'S QUESTION:“What do you recommend I...
2024-01-1732 minImpact WeeklyKickstart 2024: New Years Strategies for Customer Success Managers and LeadersON 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 the importance of deliberate actions for sustained momentum.THIS WEEK'S QUESTION:"Starting the year off, what are some key actions I should take for a positive beginning?"TOPICS BEING ADDRESSED:
2024-01-1033 minImpact WeeklyCustomer Onboarding: Navigating Practical Challenges and ComplexitiesJoin 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 adoption, and adapting to changes in goals or requirements during the onboarding process.THIS WEEK'S QUESTION:This episode doesn't revolve around a single question but rather explores a range of questions related to customer...
2024-01-0329 minImpact WeeklyCustomer Success in 2024: Trends and Predictions (Part Two)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 predictions for customer success in 2024, and how will they impact the role of CSMs and heads of Customer Success?"TOPICS BEING ADDRESSED:The balance between product-led growth (PLG) and customer success...
2023-12-2727 minImpact WeeklyCustomer Success in 2024: Trends and Predictions (Part One)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 and heads of customer success can expect in the coming year and beyond.THIS WEEK'S QUESTION:"What are the main trends and predictions for customer success in 2024, and how will they impact the...
2023-12-2019 minImpact WeeklyImpact Weekly Wrapped: Our Top Insights from 2023's Most Popular EpisodesON 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, from efficiency and capacity planning to goal discovery and expansion strategies.THIS WEEK'S QUESTION:"What were your most downloaded episodes in 2023 and what were the main themes you talked about this year?"
2023-12-1333 minImpact WeeklyCSM Burnout: Understanding the Signs, Discovering the Cause, and Fixing itON 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 and prevent burnout in their teams.THIS WEEK'S QUESTION:"On paper it looks like my CSMs should be under capacity, but they are telling me that they’re burned out. What am I...
2023-12-0643 minImpact WeeklyExpansion is Success: Why Land and Maintain isn't EnoughImpact 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 approaches for driving expansion in customer success.THIS WEEK'S QUESTION:"At the moment I have zero expansion opportunities. Where and how do I start?"TO...
2023-11-2935 minImpact WeeklyCustomer Success is in its Efficiency Era now (From Growth to Profit)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 QUESTION:"My company has recently switched focus from growth to profit, and with that came a lot of questions on efficiency, like measuring ARR per employee and such. How do I...
2023-11-2227 minImpact WeeklyLifecycle Stages Demystified: Who Shapes this Vital Part of the Customer Journey?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:“Who typically defines the life cycle stages in a company? And what factors can impact the definition of life cycle stages?”TOPICS BEING ADDRESSED:The critical role...
2023-11-1527 minImpact WeeklyFeedback Loops: How Customer Success Impacts Product DevelopmentON 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 closing the communication loop with both customers and internal teams.THIS WEEK'S QUESTION:“What's the best approach when collecting the feedback from sales and the CSM team? How do you find the balance be...
2023-11-0834 minImpact WeeklyWhat CSMs Should be Experts In (and what they Shouldn't)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 be experts in—and what they shouldn't.THIS WEEK'S QUESTION:“When working with a large amount of different customers, how do you manage to become an expert in each of their businesses and abso...
2023-11-0131 min
Tech Marketing Trends5 Things That Don’t Work Anymore Within B2B Growth - Lincoln MurphyThis week on Tech Marketing Trends we've invited the CX growth expert Lincoln Murphy who shares 5 things that don't work anymore within B2B growth.
For over a decade, Lincoln has helped thousands of companies accelerate growth by optimizing the customer lifecycle. He brings this wealth of experience to share why some traditional tactics are no longer effective.
Discover actionable insights on refreshing outdated strategies, connecting authentically with your audience, why adaptability is more crucial than ever, and more! Tune into the podcast here:
For those keen on learning more about the topics...
2023-10-2528 minImpact WeeklyYour Social Proof Machine: Consistently Generating Real Advocates at ScaleCustomer Advocacy program starting November 27th: Learn more and sign-up hereON 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 cultivate authentic customer champions.THIS WEEK'S QUESTION:“How can customers see the value in being advocates? What's in it for the customer?”TOPI...
2023-10-2523 minImpact WeeklyEarned Advocacy: Cultivating Genuine and Powerful Social Proof at ScaleCustomer 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 encourage them. Additionally, they discuss the pitfalls of offering incentives for customer reviews and share how to frame the 'ask' to create more compelling and authentic advocacy.THIS WEEK'S QUESTION:“Ho...
2023-10-1817 minImpact WeeklyTurning Metrics into Milestones: The Evolution of KPIs in Customer SuccessON 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 prioritize, are they both needed? Is there a need to differentiate?”TOPICS BEING ADDRESSED:The pivotal distinction between customer-centric metrics and user-level metrics in driving outc...
2023-10-1125 minImpact WeeklyBeyond Retention: Why Every Department Should Care About Customer SuccessON 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 ADDRESSED:The overarching impact of Customer Success on departments such as Product, Finance, Marketing, and Sales.Strategies for advocating and showcasing the importance of the Customer Success team internally.Exploring the intricacies of Net Reve...
2023-10-0434 minImpact WeeklyShifting Gears: Transitioning to Proactive Customer SuccessImpact 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 cycle of customer churn, empowering teams, and achieving long-term growth by prioritizing the success of your customers. THIS WEEKS QUESTION: "I'm swamped over here. We're running around, putting out fires, barely holding o...
2023-09-2032 minImpact WeeklyThe Importance of Retention in Customer SuccessImpact 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 Lincoln will unwrap Net Revenue Retention and give practical advice on rollup metrics, prioritization and how to make sure you maximize NRR for your customers.
2023-09-1322 minImpact WeeklyDon't Be Fooled: Why High Usage Doesn't Guarantee Customer SuccessON 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 platform, but my numbers are not what I want when it comes to churn, contraction, as well as expansion. What can I do here?”TOPICS BEIN...
2023-09-0622 minImpact WeeklyFrom Bottleneck to Breakthrough: Scaling Your Customer Success Team Without Losing ControlON 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 my small team and could see the progress we made with customers. As we are now growing, I feel I’m losing touch with my team and my customers. Do you have any ad...
2023-08-3021 minImpact WeeklyContinuous Goal Alignment: The Secret of World-Class Customer Success TeamsON 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 relationships, and driving long-term success.THIS WEEK'S QUESTION:“I know Goal Discovery is important but how often should I update the goals with the customer?”TOPICS BEING ADDRESSED:The psychology of “becaus...
2023-08-2325 minImpact WeeklyGoal Discovery: The Essential Task You Don't Have Time for (Until Now!)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 with the necessary skills to ensure success.THIS WEEK'S QUESTION:“Goal discovery makes total sense to me. But, practically speaking, at what level (user, exec sponsor, etc...
2023-08-1631 minImpact WeeklyFrom Silos to Synergy: Uniting Customer Success and SalesON 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 QUESTION:“We are very siloed in our work between CS and Sales, no one's fault really, but do you have any tips on how we can be more...
2023-08-0926 minImpact WeeklyMotivating Action: The Hard Truth of Driving Customer EngagementON 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 can make a world of difference in driving successful engagement.THIS WEEKS QUESTION:“How can CSMs effectively drive product adoption and engagement for solutions that address necessary, but unattractive tasks without resorting to things like sc...
2023-08-0225 minImpact WeeklyNavigating Partner Success in a Multi-Channel WorldON 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'm setting up a partner success, what are the differences and similarities to normal customer success, and what are our recommendations?"TOPICS BEING ADDRESSED:The definition and significance of...
2023-07-2628 minImpact WeeklyUnlocking Potential: How to Allocate Customers to CSMsON 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 we mentioned.THIS WEEK'S QUESTION:“As a new head of CS, what should I consider when allocating customers to my CSMs?”TOPICS BEING ADDRESSED:The need f...
2023-07-1928 minImpact WeeklyIs Customer Success going from Ally to the Nemesis?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 a nemesis in the realm of customer success."THIS WEEKS QUESTION:“I would love to get your view on Jason Lemkin’s assessment that customer success is moving from the customer's ally to its...
2023-07-1231 minImpact WeeklyStop trying to convince customers - Do this instead!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 users are very non-tech, and I have a hard time convincing them to change their way. What can I do here?”TOPICS BEING ADDRESSED:* The importance of understand...
2023-07-0523 minImpact WeeklyThe Good, the Bad, the Ugly - Our own Experiences being Customer Success-edON 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 when you yourself got Customers Success-ed? And also perhaps the opposite?”TOPICS BEING ADDRESSED:*Johan and Lincoln’s personal experiences receiving Customer Success...
2023-06-2825 minImpact WeeklyBreak the Churn Analysis ParalysisON 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 QUESTION:"I know we should do some type of churn analysis, but I don't know where to start. Can you point me in the right direction?"...
2023-06-2126 minImpact WeeklyScaling Customer Success: High Impact vs Low Impact ActivitiesON 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 companies, and effective strategies for scaling customer success while maintaining high-impact personal interactions.THIS WEEKS QUESTION:“Is there a way to scale the CSM job? Can we build relationships and make customers successful without personal contact?”...
2023-06-1423 minImpact WeeklyWhy You Should Be in Customer Success - Our ViewON 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.THIS WEEK’S QUESTION:"I love the pod but why should I even consider taking a job in customer success? Especially after listening to your podcast."
2023-06-0731 minImpact WeeklyCustomer Negotiations - When, Why and How to Say No to DiscountsON 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 customers that are really pushy and want to negotiate discounts. I've had several customers now threatening to cancel unless they get a better deal at renewal. Help me here. What sho...
2023-05-3030 minImpact WeeklySuperuser turnover: Avoiding disruptions when your champion leavesON 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 doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that she will leave and that everyone will be worse off. Can I do something here?”TOPICS...
2023-05-2423 minImpact WeeklyFrom Setbacks to Success: Thriving in Turbulent Times of Customer ChangeON 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 opportunities that arise from change. They offer practical insights and strategies for restarting customer relationships, building stronger partnerships, and achieving success in the face of shifting landscapes.THIS WEEK’S QUESTION:“One of my larger customers has been throug...
2023-05-1727 minImpact WeeklyDon't let the Customer get in their own way: Objection Breakthrough for CSON 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 with multiple stakeholders. They share practical tips and strategies for customer success in overcoming objections, positioning yourself effectively, and making progress with customers.THIS WEEK’S QUESTION:“I'm getting tired of always having to postpo...
2023-05-1039 minImpact WeeklySelling to Existing Customers: Why most Companies leave Money on the TableON 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 upselling opportunities and provide insights on the right strategies to approach upsell opportunities.THIS WEEK’S QUESTION:“I'm building a new CS team. I've been talking to many oth...
2023-05-0335 minImpact WeeklySay Goodbye to Low, High, and Tech Touch: What to Do InsteadON 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 opportunities of customer success as a growth mechanism. This week's question sparks a conversation on how to approach low-touch motion and the challenges that come with it and provides insights on how to pr...
2023-04-2633 minImpact WeeklyTo charge or not to charge? Examining the paid Customer Success debateON 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 interaction models, separating professional services from customer success, and the importance of seeing customer success as a profit center rather than a cost center.THIS WEEK’S QUESTION:“S...
2023-04-0516 minImpact WeeklyGetting C-Level Attention: How to Prepare and Approach ExecutivesON 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 positioning, as well as creative strategies for handling objections and leveraging social proof. Tune in to learn how to connect with C-level executives and get their attention.THIS WEEK’S QUESTION:“My head of customer succes...
2023-03-2922 minImpact WeeklyThe Power of Goal DiscoveryON 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 to properly conduct goal discovery with customers?”TOPICS BEING ADDRESSED:* The importance of goals* The righ...
2023-03-2224 minImpact WeeklyCustomer Growth: Discovering and Achieving your Expansion PotentialON 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, and orchestration in achieving exponential growth and account value.THIS WEEK’S QUESTION:How can you assess your expansion potential? And more import...
2023-03-1531 minImpact WeeklyNew on the job as CSM - Your first 90 day planON 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:“I'm new at my job. What should my first 90 days be?”TOPICS BEING ADDRESSED:* The struggles and oppo...
2023-03-0828 minImpact WeeklyStop wasting time in customer meetings! Use this approach for 10x better resultsON 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 highlight the value of brainstorming as a key part of the preparation process.THIS WEEK’S QUESTION:“What is the ideal way to prepare for meetin...
2023-03-0126 minImpact WeeklySupport and Customer Success - Enemies or BFFs?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:“When is it a good idea to split up Support and Customer Success?”TOPICS BEING ADDRESSED:* Distinguishing between Support and Customer Success* Crafting effective positioning strategies* Optimizing resources and capacities...
2023-02-2223 min