Why won't they just do the work? (Ugh!)
A podcast listener asked, "How can CSMs effectively drive product adoption and engagement for solutions that address necessary, but unattractive tasks without resorting to things like scare tactics?"
I love these types of questions that push us to explore unconventional yet impactful strategies in Customer Success Management.
That's why in this week's episode of Impact Weekly, I dive deep into the art of motivating customers towards necessary action, exploring topics like:
- The significance of involving the execution team early in the process
- The calming influence of a well-laid plan that acknowledges the individuals doing the work
- The crucial shift of seeing 'difficult conversations' as just essential dialogue
And so much more!
It's just me on the pod this week... Johan is on a much-needed and well-deserved break. I hope you'll still listen... I tried my best.
~Lincoln
BTW: Our Annual Customer Success survey closes on 1-Sept and I really need your expertise and experience to answer questions like:
- How fulfilled do you feel in your role in Customer Success?
- Do you think the leadership of your company practices what they preach when it comes to Customer Success?
- Do you/your team have the necessary capacity to make your customers successful?
- How much do you use GenAI (like ChatGPT) in your day-to-day job in Customer Success today?
So we put together this survey on Typeform to help fill in those - and other - gaps in the collective understanding of the CS community.
While the information we're collecting is super-important - and of course we'll share it with you and the community when we're done collecting it - the survey itself will only take a few minutes to complete.
Please share your experience with the community here.
Thanks in advance!
...
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
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Oct-20 - Nov-7. Learn more and sign-up here. Leading a Customer Success org in 2026 requires more than just operational know-how. You need a strategic approach to driving NRR, building high-performing teams, and proving CS's value to the executive suite. Introducing: Strategy & ScaleOur completely reimagined Head of CS training program, running October 20 - November 7 at Impact Academy. Over three weeks, you'll learn about the three pillars that separate great CS leaders from everyone else:...