Sign up to save your podcasts
Or
Share When is it over?
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
When is it over?
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 you spend doing that? What should we consider before trying to save a customer and are there important differences here? In this week’s episode of Impact Weekly, Johan and Lincoln cover the many aspects of customer win-backs and how to make sure you leverage your time, energy and focus.
THIS WEEKS QUESTION:
“How much time should you spend trying to win back a customer? When is it over?”
TOPICS BEING ADDRESSED:
* Success potential is a game changer
* Low vs. high percentage activities
* What high impact interventions mean
QUOTES:
Lincoln Murphy (02:04): “If you're trying to scale your organization as a head of customer success or as a csm [...], you're gonna wanna focus on high percentage activities.”
Johan Nilsson (07:32): “Sometimes a customer will inform you that they are thinking of canceling. And I think that's also a quite important distinction to make if they haven't canceled, but they're informing you or they're looking at alternatives or thinking of canceling. That's something to pick up on as well.”
Lincoln Murphy (10:18): “I'm not gonna try to save those customers that don't have success potential. The reality is if you spend any time with them and you are able to save them, you're just prolonging the inevitable because they're, they're going to churn out.”
Lincoln Murphy (11:08): “We need to be transparent about how we got to this point. We know how we got to this point. They know how we got to this point. And if we choose to ignore that, then that could hurt trust.”
Lincoln Murphy (13:18): ”Customers that don't have success potential generally don't stay that long, because they're not gonna be able to get the value that they need from this relationship.”
Johan Nilsson (14:44): “It's also important for a customer success manager to be able to say, I'm done here. I'll have to move on to the next one.”
Lincoln Murphy (18:56): “If you make them give you an exit interview before you know we can finalize the cancellation, what you are doing is guaranteeing that you're gonna get really bad intel.”
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.
View all episodes
By Johan Nilsson & Lincoln Murphy
5
33 ratings
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 you spend doing that? What should we consider before trying to save a customer and are there important differences here? In this week’s episode of Impact Weekly, Johan and Lincoln cover the many aspects of customer win-backs and how to make sure you leverage your time, energy and focus.
THIS WEEKS QUESTION:
“How much time should you spend trying to win back a customer? When is it over?”
TOPICS BEING ADDRESSED:
* Success potential is a game changer
* Low vs. high percentage activities
* What high impact interventions mean
QUOTES:
Lincoln Murphy (02:04): “If you're trying to scale your organization as a head of customer success or as a csm [...], you're gonna wanna focus on high percentage activities.”
Johan Nilsson (07:32): “Sometimes a customer will inform you that they are thinking of canceling. And I think that's also a quite important distinction to make if they haven't canceled, but they're informing you or they're looking at alternatives or thinking of canceling. That's something to pick up on as well.”
Lincoln Murphy (10:18): “I'm not gonna try to save those customers that don't have success potential. The reality is if you spend any time with them and you are able to save them, you're just prolonging the inevitable because they're, they're going to churn out.”
Lincoln Murphy (11:08): “We need to be transparent about how we got to this point. We know how we got to this point. They know how we got to this point. And if we choose to ignore that, then that could hurt trust.”
Lincoln Murphy (13:18): ”Customers that don't have success potential generally don't stay that long, because they're not gonna be able to get the value that they need from this relationship.”
Johan Nilsson (14:44): “It's also important for a customer success manager to be able to say, I'm done here. I'll have to move on to the next one.”
Lincoln Murphy (18:56): “If you make them give you an exit interview before you know we can finalize the cancellation, what you are doing is guaranteeing that you're gonna get really bad intel.”
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.