Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:
https://www.impactdemy.com/courses/the-expansion-program-may-eu

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?"

TOPICS BEING ADDRESSED:

1. The critical role of mindset in recognizing and creating expansion opportunities.
2. Strategies for operationalizing expansion as an integral part of the customer's journey.
3. The importance of pricing and planning in facilitating customer success and expansion.

QUOTES:
Lincoln Murphy (08:02): "We often see customers churn out... they just didn't know that, for this new goal they had, you were still the solution for it."

Johan Nilsson (14:37): "It's a lot about having, if you have a real expansion model working... you can trust that process."

Lincoln Murphy (19:59): "If you're tasked in Customer Success with expansion, and you don't have any input into pricing... That needs to change."

Johan Nilsson (22:03): "It's crucial for expansion... You have to be at the table when you talk about pricing and plans."

Lincoln Murphy (26:18): "We did that because we didn't trust the expansion process, or we just didn't have an expansion process in place."

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.

Our next Impact Academy training programs start on 27-May, 2024

Customer-centric Automations:
https://www.impactdemy.com/courses/customer-centric-automations-eumay24

The Expansion Program:
https://www.impactdemy.com/courses/the-expansion-program-may-eu

ON 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.

THIS WEEK'S QUESTION:
“How can we start tailoring our customer success to match our customers' characteristics instead of just their price plans? Got any practical advice on how to pull this off?”

TOPICS BEING ADDRESSED:

• Importance of recognizing and adapting to diverse customer characteristics in Customer Success
• The pitfalls of traditional price plan segmentation and its impact on efficiency and service quality
• Practical strategies for implementing tailored customer success approaches

QUOTES:
Lincoln Murphy (06:03): “If we just group customers based on what they pay, we are not just over delivering, we are misdelivering. You're giving them something they don't need, which actually adds no value to them.”

Johan Nilsson (14:16): “As you scale and add more people to your team, how can you bring this tailored approach into every interaction? That’s where true operational efficiency and customer satisfaction kick in.”

Lincoln Murphy (18:37): “We're not just talking about different treatment for high-paying customers; we're talking about appropriate, targeted engagement based on what each customer actually needs.”

Johan Nilsson (19:33): “Using customer characteristics like tech savviness or industry specifics can transform how we deliver success. This is not about more touchpoints; it's about the right touchpoints.”

Lincoln Murphy (22:17): “What we're striving for is consistency across experiences, so no matter which CSM a customer works with, the level of engagement feels tailored and personal.”

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.

Check out our upcoming Customer Success courses at Impact Academy here:
https://www.impactdemy.com/collections

ON 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, they just 'can't' do it and I end up doing it for them. How do I fix this?"

TOPICS BEING ADDRESSED:

• Recognizing and addressing 'weaponized incompetence' in customer behavior.
• The importance of assertive communication and setting clear boundaries.
• Strategic options to transition workload back to the customer, fostering independence.

QUOTES:
Johan Nilsson (00:07:12): "Sometimes when this happens, it could be that they're actually fearing to fail. So if they keep asking you, if they can't do it themselves, can't with quotations on there, you basically move it to the CSM to do the things."

Lincoln Murphy (00:19:28): "If you're doing the work for them, you're taking on that responsibility, what's their responsibility anymore? There's nothing. And now they can just fully blame us, which goes back to what you were saying earlier about fear of failure."

Johan Nilsson (00:21:44): "It's about giving them options to say, basically, I cannot do the work, but I can show you how to do it. So share your screen, I can walk you through it and then you're on your own."

Lincoln Murphy (00:26:18): "We have let them behave badly and get in their own way. And so now we have to fix that. How do we do that? This is where we have to have open communication."

Johan Nilsson (00:29:44): "It is a lot about positioning. You need to get the position right. So you're not just seen as a problem solver or the assistant here. We need to be seen as a strategic partner, and we need to get joint accountability working."

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.