Impact Weekly

Johan Nilsson & Lincoln Murphy
Impact Weekly

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.

  1. 27 JUN

    Variable 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 ADDRES...

    26 min

  2. 12 JUN

    Predicting Customer Churn: Essential Metrics and Strategies

    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 ...

    36 min

  3. 6 JUN

    Orchestrated Advocacy: Creating Social Proof without Overwhelming CSMs

    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...

    24 min

  4. 30 MAY

    How 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 p...

    18 min

  5. 22 MAY

    Upselling for Success: Why Simple Retention is a Red Flag

    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...

    36 min

  6. 16 MAY

    Customer Success Beyond what they Pay: Using Customer Characteristics to Tailor their Experience

    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...

    30 min

  7. 8 MAY

    Weaponized 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...

    31 min

  8. 3 MAY

    Maintaining Morale and Retaining Talent in Uncertain Times

    Our 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 insight...

    32 min
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About

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.

Information

  • Creator
    Johan Nilsson & Lincoln Murphy
  • Years Active
    2022 - 2024
  • Episodes
    81
  • Rating
    Clean
  • Copyright
    © 2024 Impact Weekly
  • Show Website
    Impact Weekly

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