Impact Academy  Reviews 73

Overall, I am satisfied with the course, as it was rich in content regarding how to work—and more importantly, how to think—as a Customer Success Manager. Lincoln covered everything from key concepts to how to approach and handle objections, for example. I have no complaints about the content itself; it is, as mentioned, fairly foundational.

The only aspect I would have liked to see handled differently is the structure and consistency of the recorded videos. It was very noticeable that the material was a compilation of videos recorded at different times. Lincoln appeared with different backgrounds, fonts, and logos; sometimes he had short hair, sometimes long hair, and at times he appeared either sick or healthy. This gave the course a somewhat unprofessional overall impression and feels like something that could have been addressed quite easily. Had this been improved, the overall rating would have been significantly higher.

One final drawback was that since all videos were recorded live, there was at least one instance where the video froze for approximately one minute. In my opinion, this could have been edited out.

The learning process was very well organized, and the networking opportunities along with the live sessions where we're divided into different teams were amazing. I loved how everyone was in a different but similar situation, and we could learn from each other. The entire course material is spot on.

The only downside is that we don't get the transcripts from the meetings because my AI notetaker was never let in.

Easy to digest topics and material.

The course is practical and offers no-nonsense tools and insights ready for implementation in my daily work. I enjoyed its open-mindedness and clear structure. The topics are interesting and allow easy assimilation.
I also found interesting working in the break-out sessions with fellow participants and gained a lot of interesting insights from them.

I've made a few courses on Impact Academy and need to say that it has changed the way we think about CS and the way we operate. Lincoln has a vast experience and great attitude in sharing knowledge and best practices. It inspired us to adjust our processes and I'm sure our customers will benefit from it, hence our company will bloom.

I really liked the lessons in between the live sessions. I really liked that the information was presented in what felt like a casual conversation versus an actual lecture. While I knew half of the information, the way that it was presented helped the information make more sense.

I truly enjoyed the experience and the breakout groups! Thank you for the opportunity.

I really hated that I didn't know the live sessions had break out rooms so the recording wouldn't be of much value. I knew I had to miss one live session but when it said it would be recorded I was excited to watch it later. It was only after I watched it that I realized I missed the meat of the call because of the group being broken out into discussion rooms.

The content was excellent, I just wish I had more knowledge that you really couldn't watch the live session recordings and gain the most value.

I liked the interaction with other people and companies. It would have been nice in the first meeting to have a brief intro of everyone doing the course and if they wanted share contact info. The materials were great and I learned a lot. In the PDF's it would be great to have the transcript of the slide included with the notes section of the slide. The Portal was a little clunky too. If possible after clicking on Continue after the quizes to show the answers of the quiz.

Well organized course and qualitative actionable insights to use in your day-to-day CSM operation

Some of the information was very good, for example a different way to divide customers in different segments.

One thing to do better: less talk from Lincoln. More short and sharp and to the point. A lot of times there were long monologs that could have been shortened and more 'straight to the point'.

Some of the exercises were difficult to use, for example the excel-file. Perhaps make it more simpler with less fields.

I am very new to Customer Success Management so I found that the pre-recorded material was helpful. In the Live sessions lead by the instructor, I found that there was a lot of repetition of what had already been seen in the pre-recorded material. In the group Live session, some people were interactive and brought forth god points of discussion and others were not so helpful.

The onboarding Programme was a great course. I completed this back in November 2023. Start Deliver challenge you to look at ways on how to improve the onboarding experience and ensure that you understand what are the underlying goals and metrics that the client need to achieve to be successful.

As a long time fan/student of Lincoln Murphy's CS philosophies, this was an excellent opportunity to learn from him directly, while also collaborating with CS professionals from across the world to discuss challenges and strategies to take our organizations and customers to the next level.

You learn the fundamentals and key concepts of Customer Success and how to be better at Onboarding new customers. I can say it was equally theoretical and practical. A bit difficult to communicate with the teacher and presenters and I think some questions went unanswered.

There were quite some useful insights, like keeping your customer central, also during implementation. But it didn't really feel like a course for all levels. Felt more suitable for beginners. Also would have loved to have more interaction. Lessons were very long and not so much to the point. I know that onboarding is different for every organisation, but now I have the feeling it was quite often a bit vague.

The whole learning process is centered around video tutorials and live discussions - I loved that! Really helpful!

A helpful program if you work with onboarding customers.

I would only recommend this course for someone completely new to customer success.

Hands on, a lot of tools to try and implement in our team.