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
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...