Join the Largest Customer Success Event in the Nordics

MORE. BETTER. TOGETHER. Impact Day is all about elevating Customer Success. As a profession, as a philosophy and as the fundamental engine of any business. Together - we are leading this movement to the next level, to more impact.

7th september 2022

Clarion Hotel Sign, Stockholm

ABOUT IMPACT DAY

You are in great company with 500+ professionals, leaders and world-renowned speakers

Get ready for a fully packed day dedicated to everything Customer Success. We will cover Planning, Operations and Growth, all with actionable advice and learnings to bring back home.

Impact Day is also where we bring the Customer Success community together. We provide workshops, networking, speed-dating and many more opportunities to share and learn with peers from every role, function, industry, company size, and beyond.

Keynote speakers from around the world

Lincoln
Murphy Thought Leader & Growth Architect, Sixteen Ventures

Lincoln Murphy, a world-renowned speaker, blogger and growth consultant focused on Customer-centric Growth. For over a decade, Lincoln has helped thousands of companies accelerate growth by optimizing the Customer Lifecycle, from customer acquisition to retention to account expansion and advocacy.

Talk: Impactful Customer Success

Mia
Nordborg Chief Operating Officer, Funnel

World class leader sharing hands-on experience of building, managing and scaling Customer Success organizations across multiple companies and markets. With more than 20 years of experience in leading customer facing organisations from companies such as Projectplace, Mynewsdesk and Funnel.io.

TALK: Top Lessons learned from the field

Steve
Martin NY Times Bestselling author & CEO, Influence at Work

Steve Martin is a behavioral scientist and Royal Society nominated author in the field of influence and persuasion. He is co-author of the New York Times and Wall Street Journal bestseller ‘Yes! 50 Secrets from the Science of Persuasion’. His most recent book co-authored with Joseph Marks, is Messengers, Who We Listen To, Who We Don’t and Why.

Talk: Influence - the x-factor in Customer Success

Klara Eide Partner and Executive Strategic Director, M&C Saatchi

Sebastian Dedering VP Customer Success, Kognity

Shane Correa Co-Founder & CCO, NudgeLabs

Pamela Alvarez VP Customer Success, Dixa

Alex Farmer VP Customer Success, Cognite

Alexandra Drottler Director of Customer Success, Netigate

Johan Nilsson CEO & Founder, Startdeliver AB

Peder Müller Head of Customer Success, BusinessWith

Sophie Hedestad CMO, Netigate

Steve Martin New York Times Bestselling author & CEO, Influence at Work

Mikkel Drucker CEO, Netigate

Niclas Ramon Staberg Operating Advisor, Verdane

Anders Hamnes CEO & Founder, Oneflow AB

Gustav Hasselblad CCO, Startdeliver

Daniel Wikberg CEO & Founder, Upsales

Karolin Zeugträger Event Manager, Startdeliver

Lincoln Murphy Thought Leader & Growth Architect, Sixteen Ventures

Mia Nordborg CCO, Funnel

Gustav Aurén CEO, Hubird

Victor Ivarsson CRO, Upsales

Gustaf Wibom Chief Customer Officer, Oneflow

Agenda

8:00

Registration & Networking

8:45

Welcome to Impact Day 2022

Johan Nilsson, Startdeliver

9:00

Impactful Customer Success

Lincoln Murphy, Sixteen Ventures

Impactful Customer Success and how a new wave of world class Customer Success Managers are changing business as we know it.

9:25

Top Lessons learned from Leading, Scaling & Operationalizing Customer Success across multiple Organizations

Mia Nordborg, Funnel

Building a great Customer Success organisation is all about scaling and setting the right structures. With more than 20 years of experience in leading customer facing organisations Mia Nordborg, COO of Funnel will share her Top lessons learned on how to lead, scale & operationalize Customer Success.

09:50

On Point Customer Marketing and Why Indifference is Our Worst Enemy

Klara Eide, M&C Saatchi

As digital messaging and communication is becoming a bigger part of the job in Customer Success, we need to rethink our communication and leverage brand and creativity to fully engage our customers and users.

10:15

Coffee break

10:45

From Fluff to Tough - The Hard Journey to 120% NRR

Gustaf Wibom, Oneflow

Building and scaling Customer Success is challenging. Poor visualizations of KPIs and team goals = poor alignment in the team. Here is Oneflows learnings in their journey, growing a customer base in multiple markets.

11:10

Head of Customer Success - Panel

Pamela Alvarez, Dixa

Victor Ivarsson, Upsales

Alexandra Drottler, Netigate

Learnings, Challenges and what is next in Customer Success. Key questions answered by experienced and operational leaders.

11:35

Influence - the x-factor in Customer Success - Helping Customers Achieve their Goals and Become Successful.

Steve Martin, Influence at Work

Learn from Steve’s work of applying influence and persuasion science to business in general and Customer Success in particular.

12:15

Lunch

We will provide a tasty lunch so you can fuel up on energy for the afternoon.

13:15

Breakouts part I

LEADERSHIP TRACK - ROOM 1

Impactful Influence: NRR Acceleration

Lincoln Murphy

Ensure you - or your CSMs - consistently drive Retention, Expansion, and Advocacy - the keys to Net Revenue Retention (NRR) growth - without being salesy or pushy. You’ll learn a powerful psychological framework you can use to turn your CSMs - or yourself - into the top revenue generators by simply making the customer successful. You’ll leave this workshop with valuable Frameworks for Goal Discovery, Orchestration, and more.

CSM TRACK – ROOM 2

Influence workshop - More Powerful Conversations

Steve Martin

How to communicate effectively with Customers. How to drive change. How to have influence in practice. This workshop is led by Steve Martin focusing on how you can use Influence in your day-to-day work as a Customer Success Manager.

14:15

Breakouts part II

LEADERSHIP TRACK – ROOM 1

Full Business Ownership Workshop

Sebastian Dedering

How do you as a Customer Success leader take full business ownership of everything post sales? What does it require of the organization and of you as a leader? Sebastian at Kognity has been through the journey and will share his learnings on the way. We will also work through a scenario in this workshop.

CSM TRACK - ROOM 2

Impactful Influence: Success Multiplier

Lincoln Murphy

Learn about a highly-persuasive psychological framework designed to get customers to do what they need to do to be successful at every lifecycle stage. And, because we exist in reality, this framework ensures that if the customer doesn't find success, that they blame themselves and not you. You’ll leave this workshop with a powerful Frameworks for Success Milestones, Joint Accountability, and more.

15:15

Coffee break

15:45

Breakouts part III

LEADERSHIP TRACK - ROOM 1

Customer-Led Growth: Aligning Pricing and Customer Success

Niclas Staberg

Aligning revenue growth with customer outcomes, is the future. The more value you deliver to your customers, the more revenue you’ll be able to generate. A win-win scenario. In this workshop we’ll go through examples of how this has been done by others, and invite you to reimagine how you can embrace elements of this concept.

CSM TRACK – ROOM 2

Impactful Influence: Social Proof

Lincoln Murphy

Peder Müller

Customer Advocacy in the form of Testimonials, References, Case Studies, and Reviews give our customers the Social Proof they need to make buying decisions. But Social Proof can be used to further engage existing customers, both by influencing them and strengthening their bond with you when they advocate on your behalf. You’ll leave this workshop with a powerful Frameworks for Advocacy, Orchestration, and more.

16:45

Wrapping it up

17:00

Drinks, Network & Speed-dating Topics

Social, Casual networking mingle with the bubbly flowing.

Join the Largest Customer Success Event in the Nordics

You are in great company with 500+ professionals, leaders and world-renowned speakers

Keynote speakers from around the world