ON TODAY'S EPISODE:
Johan and Lincoln tackle a pressing concern for Heads of Customer Success and Customer Success Managers: Why high usage doesn't equate to customer success. They explore the "Usage Trap" and introduce the concept of Success Gaps as a way to understand and act on customer goals effectively.

THIS WEEK'S QUESTION:
“My customers are frequent users of our platform, but my numbers are not what I want when it comes to churn, contraction, as well as expansion. What can I do here?”

TOPICS BEING ADDRESSED:

• The critical difference between high usage and actual customer success
• Understanding the concept of "Success Gaps" and why they matter
• How to identify and act upon customer goals for meaningful progress

QUOTES:
Lincoln Murphy (05:22): “High usage without context is like driving with a blindfold.”

Johan Nilsson (10:48): “Ignoring Success Gaps is like filling a leaky bucket; it'll run dry eventually."

Lincoln Murphy (15:05): “Understanding customer goals isn't a luxury; it's a necessity for scalable success.”

Johan Nilsson (21:37): “If you're not aligning with customer goals, you're just hoping things work out."

Lincoln Murphy (28:55): “Usage metrics can be smoke and mirrors; look for signs of real value.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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