Impact Show
Johan Nilsson & Lincoln Murphy
Publishing Details
About This Podcast
Johan Nilsson, CEO & Founder of Startdeliver and Founder of Jecta AI, and
Lincoln Murphy, Thought Leader & Growth Architect at Sixteen Ventures and VP of Customer Success at Listkit, are on a mission to redefine what Customer Success looks like at its best.
Every week, live and on video, they bring the conversations that matter most — cutting through the noise to explore the ideas, strategies, and mindset shifts that separate good Customer Success from truly transformational ones.
This is Impact Show.
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Recent Episodes
S4E1 The Impact Show: Live Pod - The NRR Battle of 2026
The Impact Show: AI, SaaS & Customer Success in 2026Hosts: Johan Nilsson (Stockholm) & Lincoln Murphy (Brazil)SaaS Under PressureA trillion dollars in SaaS market cap was recently wiped out —…
Variable Comp for CSMs: Motivation or Misstep?
ON TODAY'S EPISODE:Setting up a variable compensation plan for Customer Success Managers (CSMs) is fraught with challenges. In this week's episode of Impact Weekly, Johan and Lincoln dive deep into…
Predicting Customer Churn: Essential Metrics and Strategies
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 TODAY'S EPISODE:Customer churn is a critical issue…
Orchestrated Advocacy: Creating Social Proof without Overwhelming CSMs
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON TODAY'S EPISODE:Unlock the power of real, enthusiastic…
How to get your Customers to Advocate for you (References, Referrals, and Reviews)
Customer Advocacy training starts June 10, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-eujun24ON TODAY'S EPISODE:In this enlightening episode of Impact…
Upselling for Success: Why Simple Retention is a Red Flag
Impact Academy Expansion Program starts 27 May, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-expansion-program-may-euON TODAY'S EPISODE:In this week’s episode of Impact…
Customer Success Beyond what they Pay: Using Customer Characteristics to Tailor their Experience
Our next Impact Academy training programs start on 27-May, 2024Customer-centric Automations:https://www.impactdemy.com/courses/customer-centric-automations-eumay24The Expansion…
Weaponized Incompetence: How Customers Get You to Do Their Work for Them (And How to Stop it)
Check out our upcoming Customer Success courses at Impact Academy here:https://www.impactdemy.com/collectionsON TODAY'S EPISODE:In this week’s episode of Impact Weekly, Johan and Lincoln tackle a…
Maintaining Morale and Retaining Talent in Uncertain Times
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-customer-success-how-to-scale-may-euON TODAY'S…
Beyond Revenue: Uncovering the True Value of Your Customers
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-customer-success-how-to-scale-may-euON TODAY'S…
Efficiency Hacks for CSMs: Practical Productivity Ideas
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. They debunk the idea of "hacks" as mere shortcuts and…
How to Build a Customer Advocacy Machine
2-week Customer Advocacy training program starts 22-April, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-advocacy-program-apr-euON TODAY'S EPISODE:Unlock the power of real,…
Customer Retention: Negotiation, Discounts, and Distractions
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 EPISODE:In this week’s episode of Impact Weekly,…
Tailored Success: Navigating Customization in SaaS Without Losing Scale
ON TODAY'S EPISODE:In Episode 69 of Impact Weekly, Johan and Lincoln tackle the delicate balance between offering tailored solutions and maintaining a scalable product in the SaaS industry. They dive…
Engaging Customers at Renewal: Practical Strategies and Tactics
Impact Academy Retention Program starts April 8, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/the-retention-program-apr-euON TODAY'S EPISODE:In this episode, Johan and Lincoln…
Domain Experts as CSMs: Benefits, Challenges, and Strategies for Success
ON TODAY'S EPISODE:In this insightful episode of Impact Weekly, Johan and Lincoln tackle a prevalent challenge in the SaaS industry—integrating domain experts into customer success roles without…
Retention Reimagined: From Fighting Fires to Ensuring Success
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 EPISODE:In this episode of Impact Weekly, we explore…
The Future of Customer Success? AI, Automation, and Appropriate Experience
Customer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24ON TODAY'S EPISODE:In this…
The Future of Customer Success: Essential or Endangered?
Customer-centric Automations Training starts on 4-March, 2024. Learn more and sign-up here:https://www.impactdemy.com/courses/cutomer-centric-automations-eu-mar-24ON TODAY'S EPISODE:The Future of…
It's a Trap! How to Avoid These Common CSM Pitfalls
Success Plan training starts March 4, 2024 at Impact AcademyLearn more and sign-up here:https://www.impactdemy.com/courses/the-success-plan-program-mar-euON TODAY'S EPISODE:In this captivating…
Frequently Asked Questions
Impact Show has published 82 episodes since November 2022, covering topics in Business, Careers.
Impact Show is currently dormant with new episodes weekly. Average episode length is 28m.
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