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.

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-eu

ON 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 morale and retain the A-players while managing major changes?”

TOPICS BEING ADDRESSED:

• Leadership strategies for maintaining morale during organizational changes
• Understanding and addressing the impact of economic downturns and market shifts on team dynamics
• Practical approaches for retaining top talent in uncertain times

QUOTES:
Johan Nilsson (08:00): “A players or top performers might be the first ones leaving when they see major changes because they are protecting themselves.”

Lincoln Murphy (15:37): “You need to carve out unavoidable churn from your team’s responsibilities to protect morale.”

Johan Nilsson (24:58): “Talk about next steps and career progressions frequently; it's crucial, especially when your company's going through major changes.”

Lincoln Murphy (31:00): “Don't retreat to the spreadsheet. This is the time to shine as a leader and be really close to your people.”

Johan Nilsson (16:45): “Actions create momentum and boost morale, focusing on short-term wins can rally your team.”

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 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-eu

ON 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 factors should we consider to gauge the value of our customers given our current focus is solely on ARR?"

TOPICS BEING ADDRESSED:

• Exploring the concept of 'Customer-level Value' — understanding success potential, ARR growth possibilities, and strategic customer roles.
• The importance of 'TAM Expansion' by entering new markets, discovering new use cases, and identifying profitable customer segments.
• How 'Company Strategy' aligns with customer input to drive product development and recognizes the importance of early adopters and domain experts.

QUOTES:
Lincoln Murphy (08:02): “Customer value extends beyond ARR—it’s about potential, advocacy, and strategic alignment.”

Johan Nilsson (15:37): “Identifying customers that can drive our product roadmap is crucial; these are often your early adopters or domain experts.”

Lincoln Murphy (22:45): “Success isn’t just about the revenue a customer brings, but also about their strategic importance and the social proof they provide.”

Johan Nilsson (25:59): “Expanding into new markets or verticals isn't just growth; it’s about understanding where our customers can lead us.”

Lincoln Murphy (29:23): “The best customer relationships are those where there’s a clear alignment between their success and the ARR they generate.”

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.