Impact Show

To charge or not to charge? Examining the paid Customer Success debate

05 Apr 2023

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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 customer success. While offering customer success is a crucial aspect of any SaaS company's customer experience strategy, the question of whether or not to charge customers for these services can be a difficult one. They discuss the different interaction models, separating professional services from customer success, and the importance of seeing customer success as a profit center rather than a cost center.THIS WEEK’S QUESTION:“Should we charge our customers for Customer Success?”TOPICS BEING ADDRESSED:* The internal mindset towards Customer Success* The different interaction models* Aspects to consider when setting the CS-pricing structureQUOTES:Lincoln Murphy (02:53): “Am I looking at CS as a cost center, or something that's gonna lead to the growth of my customer?”Johan Nilsson (04:27): “it's not about minimizing cost, it's about growing your customers”Lincoln Murphy (05:47): “Putting a value on things can really help”Lincoln Murphy (09:56): “We have to remember to switch hats.”Johan Nilsson (12:13): “Professional services can be a really great way to also accelerate the value your customers will get from your platform”Johan Nilsson (15:47): “You need to be very clear on how this works internally, because then it's gonna work externally with your customers as well”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.

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13:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

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Impact Show

To charge or not to charge? Examining the paid Customer Success debate

This episode hasn't been transcribed yet

Other recent transcribed episodes

13:00H | 21 DIC 2025 | Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

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