Impact Academy

Week 1 - Psychology

Learn how your human customers operate to ensure they do what's necessary to be successful

Processes, workflows, systems, and playbooks are all fairly straightforward to design and implement. While nothing is easy, especially in Customer Success, those things really just come down to understanding what the customer needs to do to be successful and creating and designing with that in mind. The far more challenging part is actually getting customers to do the things that they need to do. And if they don’t do those things that they need to do to be successful, we need to ensure they don’t blame us! And for that we need to turn to human psychology and the principles of persuasion. You’ll leave this week with a powerful framework for customer engagement as well as a much better understanding of why humans do what they do.

Week 2 - Orchestration

Orchestration is one of the most powerful psychological tools at your disposal to ensure customers are consistently successful

The goal is to consistently drive Adoption, Retention, Expansion, and Advocacy - the keys to Net Revenue Retention (NRR) growth - without being salesy or pushy. But how can you make this happen in a repeatable way across countless customers at various stages of their lifecycle with you? The key is to ensure they’re always focused on the next milestone and ready to have a conversation about whatever opportunity- expansion, adoption, advocacy - is logical at that milestone. You do this through Orchestration,  a powerful psychological framework that allows you to have forward-looking conversations with customers to get them excited about future decisions they'll need to make. You’ll leave this week with the Orchestration Frameworks necessary to put this into practice immediately and level-up your results.

Week 3 - Execution

Ensure that what you've put together with your customer actually gets done

The job doesn’t stop once the plan has been created. World-class Customer Success Managers know what it takes to move from plan to execution, and how and when to intervene should that execution stall or go off the rails. While creating the plan for the customer is not trivial, the hard part is ensuring that they follow it, take the appropriate steps to reach their goals, and if they don’t, that they take responsibility for their lack of or slow action. With that understanding in place, and the frameworks and mindset ideas you’ll leave this week with, getting customers to execute the plans you’ve created with them - and therefore achieving success - will be much easier going forward.