Impact Show
Episodes
The Impact Show: Live Pod - The NRR Battle of 2026
19 Feb 2026
Contributed by Lukas
The Impact Show: AI, SaaS & Customer Success in 2026Hosts: Johan Nilsson (Stockholm) & Lincoln Murphy (Brazil)SaaS Under PressureA trillion do...
Variable Comp for CSMs: Motivation or Misstep?
27 Jun 2024
Contributed by Lukas
ON TODAY'S EPISODE:Setting up a variable compensation plan for Customer Success Managers (CSMs) is fraught with challenges. In this week's e...
Predicting Customer Churn: Essential Metrics and Strategies
12 Jun 2024
Contributed by Lukas
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 TODA...
Orchestrated Advocacy: Creating Social Proof without Overwhelming CSMs
06 Jun 2024
Contributed by Lukas
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON TODAY&a...
How to get your Customers to Advocate for you (References, Referrals, and Reviews)
30 May 2024
Contributed by Lukas
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON TODAY&a...
Upselling for Success: Why Simple Retention is a Red Flag
22 May 2024
Contributed by Lukas
Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-expansion-program-may-euON TO...
Customer Success Beyond what they Pay: Using Customer Characteristics to Tailor their Experience
16 May 2024
Contributed by Lukas
Our next Impact Academy training programs start on 27-May, 2024Customer-centric Automations:https://www.impactdemy.com/courses/customer-centric-automa...
Weaponized Incompetence: How Customers Get You to Do Their Work for Them (And How to Stop it)
08 May 2024
Contributed by Lukas
Check out our upcoming Customer Success courses at Impact Academy here:https://www.impactdemy.com/collectionsON TODAY'S EPISODE:In this week’s ...
Maintaining Morale and Retaining Talent in Uncertain Times
03 May 2024
Contributed by Lukas
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-custom...
Beyond Revenue: Uncovering the True Value of Your Customers
25 Apr 2024
Contributed by Lukas
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-custom...
Efficiency Hacks for CSMs: Practical Productivity Ideas
19 Apr 2024
Contributed by Lukas
ON TODAY'S EPISODE:In today’s episode of Impact Weekly, Johan and Lincoln explore the concept of productivity in the realm of customer success....
How to Build a Customer Advocacy Machine
11 Apr 2024
Contributed by Lukas
2-week Customer Advocacy training program starts 22-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-a...
Customer Retention: Negotiation, Discounts, and Distractions
03 Apr 2024
Contributed by Lukas
Retention Training starts on 8-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON TODAY’S ...
Tailored Success: Navigating Customization in SaaS Without Losing Scale
28 Mar 2024
Contributed by Lukas
ON TODAY'S EPISODE:In Episode 69 of Impact Weekly, Johan and Lincoln tackle the delicate balance between offering tailored solutions and maintain...
Engaging Customers at Renewal: Practical Strategies and Tactics
21 Mar 2024
Contributed by Lukas
Impact Academy Retention Program starts April 8, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON T...
Domain Experts as CSMs: Benefits, Challenges, and Strategies for Success
14 Mar 2024
Contributed by Lukas
ON TODAY'S EPISODE:In this insightful episode of Impact Weekly, Johan and Lincoln tackle a prevalent challenge in the SaaS industry—integrating...
Retention Reimagined: From Fighting Fires to Ensuring Success
06 Mar 2024
Contributed by Lukas
Retention Training starts on 8-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON TODAY&apos...
The Future of Customer Success? AI, Automation, and Appropriate Experience
28 Feb 2024
Contributed by Lukas
Customer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automa...
The Future of Customer Success: Essential or Endangered?
21 Feb 2024
Contributed by Lukas
Customer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automa...
It's a Trap! How to Avoid These Common CSM Pitfalls
14 Feb 2024
Contributed by Lukas
Success Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-ma...
Common Traps for CSMs to Avoid (and How to Actually do That)
08 Feb 2024
Contributed by Lukas
Success Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-ma...
Chaotic Harmony: Customer Success in Early-stage Startups
31 Jan 2024
Contributed by Lukas
ON TODAY'S EPISODE:In "Chaotic Harmony: Customer Success in Early-stage Startups," Johan and Lincoln delve into the complex world of Cu...
Understanding Partner Success: Challenges, Benefits, and Opportunities
24 Jan 2024
Contributed by Lukas
Learn more and sign-up for Impact Academy's Partner Success Program here:https://www.impactdemy.com/courses/partner-success-feb-euON TODAY'S...
The CSM's Path to Excellence: Essential Skills, Training, and Professional Development
17 Jan 2024
Contributed by Lukas
Learn more about Impact Academy Customer Success training here:https://www.impactdemy.com/collectionsON TODAY'S EPISODE:In episode 59, Johan and ...
Kickstart 2024: New Years Strategies for Customer Success Managers and Leaders
10 Jan 2024
Contributed by Lukas
ON TODAY'S EPISODE:"Kickstart 2024: New Years Strategies for Customer Success Managers and Leaders" delves into effective strategies an...
Customer Onboarding: Navigating Practical Challenges and Complexities
03 Jan 2024
Contributed by Lukas
Join our Customer Onboarding training that starts 22-January, 2024. ==>Learn more and sign-up here. ON TODAY'S EPISODE:In this episode, Lincol...
Customer Success in 2024: Trends and Predictions (Part Two)
27 Dec 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this episode, Johan and Lincoln explore key trends in Customer Success Management (CSM) for 2024. They discuss the evolving...
Customer Success in 2024: Trends and Predictions (Part One)
20 Dec 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this episode of Impact Weekly, Johan and Lincoln delve into the predictions for customer success in 2024. They explore the ...
Impact Weekly Wrapped: Our Top Insights from 2023's Most Popular Episodes
13 Dec 2023
Contributed by Lukas
ON TODAY'S EPISODE:Impact Weekly Unwrapped: Our Top Insights from 2023's Most Popular Episodes. In this special year-end episode, Johan and ...
CSM Burnout: Understanding the Signs, Discovering the Cause, and Fixing it
06 Dec 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this insightful episode of Impact Weekly, Johan and Lincoln tackle the challenging issue of CSM burnout in the context of c...
Expansion is Success: Why Land and Maintain isn't Enough
29 Nov 2023
Contributed by Lukas
Impact Academy Expansion Program starts 4-Dec, 2023! ==> Learn more and sign-up here.ON TODAY'S EPISODE:In this week’s episode of Impact Wee...
Customer Success is in its Efficiency Era now (From Growth to Profit)
22 Nov 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this episode, Johan and Lincoln explore the challenges and strategies for Customer Success Management amidst a shift from g...
Lifecycle Stages Demystified: Who Shapes this Vital Part of the Customer Journey?
15 Nov 2023
Contributed by Lukas
ON TODAY'S EPISODE:Defining the customer journey can be complex and crucial. In this episode of Impact Weekly, Johan and Lincoln tackle the intri...
Feedback Loops: How Customer Success Impacts Product Development
08 Nov 2023
Contributed by Lukas
ON TODAY'S EPISODE:Navigating the delicate balance of incorporating user feedback into product development is no small feat. This week on Impact ...
What CSMs Should be Experts In (and what they Shouldn't)
01 Nov 2023
Contributed by Lukas
ON TODAY'S EPISODE:Navigating the complex world of Customer Success Management (CSM) often raises the question: How specialized should a CSM be i...
Your Social Proof Machine: Consistently Generating Real Advocates at Scale
25 Oct 2023
Contributed by Lukas
Customer Advocacy program starting November 27th: Learn more and sign-up hereON TODAY'S EPISODE:Unlock the power of real, enthusiastic customer a...
Earned Advocacy: Cultivating Genuine and Powerful Social Proof at Scale
18 Oct 2023
Contributed by Lukas
Customer Advocacy program starting November 27th: Learn more and sign-up here ON TODAY'S EPISODE:In this enlightening episode of Impact Weekly, J...
Turning Metrics into Milestones: The Evolution of KPIs in Customer Success
11 Oct 2023
Contributed by Lukas
ON TODAY'S EPISODE:Unpacking the critical difference between customer KPIs and user KPIs, Johan and Lincoln shed light on the importance of under...
Beyond Retention: Why Every Department Should Care About Customer Success
03 Oct 2023
Contributed by Lukas
ON TODAY'S EPISODE:Breaking through departmental silos, Johan and Lincoln shed light on the multifaceted value of Customer Success. Beyond just r...
Shifting Gears: Transitioning to Proactive Customer Success
20 Sep 2023
Contributed by Lukas
Impact Academy 2-Week Retention program for CSMs and Heads of CS starts on September 25, 2023. Learn more and sign-up here.ON TODAY'S EPISODE:In ...
The Importance of Retention in Customer Success
13 Sep 2023
Contributed by Lukas
Impact Academy 2-Week Retention program for CSMs and Heads of CS starts on September 25, 2023. Learn more and sign-up here.ON TODAY'S EPISODE:Net...
Don't Be Fooled: Why High Usage Doesn't Guarantee Customer Success
06 Sep 2023
Contributed by Lukas
ON TODAY'S EPISODE:Johan and Lincoln tackle a pressing concern for Heads of Customer Success and Customer Success Managers: Why high usage doesn&...
From Bottleneck to Breakthrough: Scaling Your Customer Success Team Without Losing Control
30 Aug 2023
Contributed by Lukas
ON TODAY'S EPISODE:Scaling your Customer Success team can feel like walking a tightrope between maintaining control and empowering your team. In ...
Continuous Goal Alignment: The Secret of World-Class Customer Success Teams
23 Aug 2023
Contributed by Lukas
ON TODAY'S EPISODE:Keeping up with ever-evolving customer goals can feel like chasing a moving target. In this week's episode of Impact Week...
Goal Discovery: The Essential Task You Don't Have Time for (Until Now!)
16 Aug 2023
Contributed by Lukas
Join Impact Academy's Success Plan program starting August 21, 2023!Learn more and sign-up here.ON TODAY'S EPISODE:Balancing goal discovery ...
From Silos to Synergy: Uniting Customer Success and Sales
09 Aug 2023
Contributed by Lukas
ON TODAY'S EPISODE:Johan and Lincoln delve deep into the intricate relationship between Sales and Customer Success. They highlight the pitfalls o...
Motivating Action: The Hard Truth of Driving Customer Engagement
02 Aug 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this insightful episode of Impact Weekly, Lincoln delves deep into the challenges of convincing customers to take actions t...
Navigating Partner Success in a Multi-Channel World
26 Jul 2023
Contributed by Lukas
ON TODAY'S EPISODE:In episode 35 of Impact Weekly, Johan and Lincoln take a deep dive into the complex world of partner success within a multi-ch...
Unlocking Potential: How to Allocate Customers to CSMs
19 Jul 2023
Contributed by Lukas
ON TODAY'S EPISODE:Discover the potential hidden within your Customer Success Management (CSM) teams. In this week’s episode of Impact Weekly, ...
Is Customer Success going from Ally to the Nemesis?
12 Jul 2023
Contributed by Lukas
ON TODAY'S EPISODE:This week’s episode of Impact Weekly is the response to a thought-provoking tweet by industry visionary Jason Lemkin. Johan ...
Stop trying to convince customers - Do this instead!
05 Jul 2023
Contributed by Lukas
ON TODAY'S EPISODE:Convincing non-tech users to embrace change can be a challenge. In this week’s episode of Impact Weekly, Johan and Lincoln d...
The Good, the Bad, the Ugly - Our own Experiences being Customer Success-ed
28 Jun 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this week of Impact Weekly, Johan and Lincoln take on the customer role and talk about their experiences of both successful...
Break the Churn Analysis Paralysis
21 Jun 2023
Contributed by Lukas
ON TODAY'S EPISODE:In this episode of Impact Weekly, Johan Nilsson and Lincoln Murphy discuss the importance of churn analysis and the pitfalls o...
Scaling Customer Success: High Impact vs Low Impact Activities
14 Jun 2023
Contributed by Lukas
ON TODAY'S EPISODE:This week, Johan and Lincoln will dive into a discussion about the scalability of customer success management and the possibil...
Why You Should Be in Customer Success - Our View
07 Jun 2023
Contributed by Lukas
ON TODAY’S EPISODE:Impact Weekly is all about helping our listeners solve common Customer Success challenges. When talking about all these challenge...
Customer Negotiations - When, Why and How to Say No to Discounts
30 May 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this week’s episode of Impact Weekly, Johan and Lincoln help a Customer Success Manager to navigate pushy customers trying t...
Superuser turnover: Avoiding disruptions when your champion leaves
24 May 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this episode of Impact Weekly Johan and Lincoln explore the challenges of recognizing and empowering superusers. They highligh...
From Setbacks to Success: Thriving in Turbulent Times of Customer Change
17 May 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this episode of Impact Weekly, Johan and Lincoln discuss the complexities of customer success management when faced with signi...
Don't let the Customer get in their own way: Objection Breakthrough for CS
10 May 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this episode of Impact Weekly, Johan and Lincoln discuss common challenges faced by customer success managers in getting appoi...
Selling to Existing Customers: Why most Companies leave Money on the Table
03 May 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this week’s episode of Impact Weekly Johan and Lincoln explore the question of whether a new CS team should handle expansion...
Say Goodbye to Low, High, and Tech Touch: What to Do Instead
26 Apr 2023
Contributed by Lukas
ON TODAY’S EPISODE:Are you looking to move accounts that are not paying enough to low touch motion? In this episode of Impact Weekly, Johan Nilsson ...
Impact Weekly’s Summary of the best Customer Success Advice part II
19 Apr 2023
Contributed by Lukas
Welcome to another episode of Impact Weekly! In this week's episode, we're bringing you part two of the best advice from our previous episod...
Episode 20 Special: Impact Weekly’s Summary of the best Customer Success Advice
12 Apr 2023
Contributed by Lukas
Welcome to another episode of Impact Weekly! In this special 20th episode, we're bringing you the best advice from our previous episodes in a con...
To charge or not to charge? Examining the paid Customer Success debate
05 Apr 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this week's episode of Impact Weekly, Lincoln and Johan delve into the debate of whether or not to charge customers for c...
Getting C-Level Attention: How to Prepare and Approach Executives
29 Mar 2023
Contributed by Lukas
ON TODAY’S EPISODE:Connecting with C-level executives can be intimidating for customer success managers, but it's an essential skill for succes...
The Power of Goal Discovery
22 Mar 2023
Contributed by Lukas
ON TODAY’S EPISODE:In our latest episode, Johan and Lincoln dive into the crucial role that goals play in our relationships with customers. But how ...
Customer Growth: Discovering and Achieving your Expansion Potential
15 Mar 2023
Contributed by Lukas
ON TODAY’S EPISODE:Expansion is a crucial aspect of any business, and it's largely in the hands of the Customer Success Team. But how can I max...
New on the job as CSM - Your first 90 day plan
08 Mar 2023
Contributed by Lukas
ON TODAY’S EPISODE:Starting a new CSM position is exciting. But how do you actually get started and what should the first weeks look like? In this e...
Stop wasting time in customer meetings! Use this approach for 10x better results
01 Mar 2023
Contributed by Lukas
ON TODAY’S EPISODE:This week's episode of Impact Weekly is all about the important topic of meetings and how they can be a catalyst for progres...
Support and Customer Success - Enemies or BFFs?
22 Feb 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this week’s episode of Impact Weekly, Johan and Lincoln explore the important difference between Customer Success and Suppor...
The Do's and Don'ts in managing Product Feedback
15 Feb 2023
Contributed by Lukas
ON TODAY’S EPISODE:The relationship between customer success and product is crucial in ensuring that the right decisions are made to make the produc...
ARR per CSM is outdated - capacity planning done right
08 Feb 2023
Contributed by Lukas
ON TODAY’S EPISODE:How many customers should a CSM manage? And how do I determine this? This is a common but complex question which is why in this w...
Ghosted? Now What?
01 Feb 2023
Contributed by Lukas
ON TODAY’S EPISODE:Do you want to solve the mystery of customer ghosting and win back your customers attention? Tune in to this week's episode ...
Soften the blow - Strategies for Managing and Communicating Pricing Changes
25 Jan 2023
Contributed by Lukas
ON TODAY’S EPISODE:In this week's episode of Impact Weekly, Johan and Lincoln delve into the often-daunting task of communicating pricing chang...
Customer Success Evolution: Balancing Ownership and Specialization
18 Jan 2023
Contributed by Lukas
ON TODAY’S EPISODE:Many are experiencing a shift in customer ownership within their customer success organization. But is this actually valuable for...
The Secret to Thriving in Expansion Sales, Even If You're Not a Natural
11 Jan 2023
Contributed by Lukas
ON TODAY'S EPISODE:As a Customer Success Manager, expansion is part of your responsibilities, but what do you do if you feel pressure to drive ex...
The Customer Onboarding Dilemma part II
04 Jan 2023
Contributed by Lukas
ON TODAY'S EPISODE:Are you frustrated by the lack of preparation some customers seem to have during the onboarding process? Do you wonder if it&a...
The Customer Onboarding Dilemma
21 Dec 2022
Contributed by Lukas
ON TODAY'S EPISODE:Are you tired of losing customers during the onboarding process? Do you feel like your efforts are going to waste as you watch...
QBRs in Customer Success: Myths and Alternatives
14 Dec 2022
Contributed by Lukas
ON TODAY'S EPISODE:The Quarterly Business Review is a popularized concept in Customer Success but what it entails can differ a lot and in some ca...
When is it over?
22 Nov 2022
Contributed by Lukas
ON TODAY'S EPISODE:We have all been in the unpleasant situation of trying to win back a customer that is about to churn, but how much time should...
Ideal Customer Profile for Customer Success
10 Nov 2022
Contributed by Lukas
ON TODAY'S EPISODE:Ideal Customer Profile (ICP) is a buzzword that is thrown around a lot but what does it actually mean for Customer Success and...
NRR as the main KPI
09 Nov 2022
Contributed by Lukas
ON TODAY'S EPISODE:Net Revenue Retention (NRR) is unarguably a highly important metric but is it the main KPI for a Customer Success Manager? And...