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PODCAST

Impact Weekly

Johan Nilsson & Lincoln Murphy

Johan Nilsson CEO & Founder of Startdeliver and Lincoln Murphy, Thought Leader & Growth Architect (Sixteen Ventures) have a simple mission: equip Customer Success Professionals with what they need to excel at Customer Success. In Impact Weekly they address common questions and issues within Customer Success with concrete tips on how to approach and solve them.

business careers

All Episodes

26:09

Variable Comp for CSMs: Motivation or Misstep?

Impact Weekly ·

2024/06/27

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 ADDRES...

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35:35

Predicting Customer Churn: Essential Metrics and...

Impact Weekly ·

2024/06/12

Retention 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 ...

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23:54

Orchestrated Advocacy: Creating Social Proof without...

Impact Weekly ·

2024/06/06

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: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.TH...

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17:33

How to get your Customers to Advocate for you...

Impact Weekly ·

2024/05/30

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 p...

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36:09

Upselling for Success: Why Simple Retention is a Red...

Impact Weekly ·

2024/05/22

Impact 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 s...

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29:40

Customer Success Beyond what they Pay: Using Customer...

Impact Weekly ·

2024/05/16

Our 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...

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31:29

Weaponized Incompetence: How Customers Get You to Do...

Impact Weekly ·

2024/05/08

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...

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32:11

Maintaining Morale and Retaining Talent in Uncertain...

Impact Weekly ·

2024/05/03

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30:48

Beyond Revenue: Uncovering the True Value of Your...

Impact Weekly ·

2024/04/25

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34:28

Efficiency Hacks for CSMs: Practical Productivity Ideas

Impact Weekly ·

2024/04/19

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23:43

How to Build a Customer Advocacy Machine

Impact Weekly ·

2024/04/11

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27:06

Customer Retention: Negotiation, Discounts, and...

Impact Weekly ·

2024/04/03

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21:25

Tailored Success: Navigating Customization in SaaS...

Impact Weekly ·

2024/03/28

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37:16

Engaging Customers at Renewal: Practical Strategies...

Impact Weekly ·

2024/03/21

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20:34

Domain Experts as CSMs: Benefits, Challenges, and...

Impact Weekly ·

2024/03/14

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29:27

Retention Reimagined: From Fighting Fires to Ensuring...

Impact Weekly ·

2024/03/06

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22:08

The Future of Customer Success? AI, Automation, and...

Impact Weekly ·

2024/02/28

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32:25

The Future of Customer Success: Essential or Endangered?

Impact Weekly ·

2024/02/21

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32:27

It's a Trap! How to Avoid These Common CSM Pitfalls

Impact Weekly ·

2024/02/14

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25:29

Common Traps for CSMs to Avoid (and How to Actually...

Impact Weekly ·

2024/02/08

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81 results

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