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Lincoln Murphy

I invented Customer Success

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Q2 Acceleration Program (Limited Spots)

"I brought Lincoln in to improve retention. But he transformed our entire business" - Gary Pica, Founder of TruMethods They were already successful. But, they brought me in as a force multiplier. I helped them reach their objectives faster, more efficiently, and with greater impact. I've done the same for countless companies around the world (Canva, Insightly, Kajabi, GetResponse, etc.) and I'd love to help you too. Interested? Reply with a quick intro about you and your company, your goals...

about 13 hours ago • 1 min read

The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

18 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

20 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

21 days ago • 1 min read

Our 2-week virtual Success Plan training and certificate program starts next Monday, March 4, 2024. This program for CSMs is all about working with customers in the "ongoing" phase of the lifecycle; you know, after Onboarding and Adoption but before Renewal This is the lifecycle phase where momentum is generally lost, engagement suffers, and customers often operate without direction. This can lead to churn, but more often leads to contraction at renewal (revenue churn) and definitely keeps...

22 days ago • 1 min read

Digital CS & Customer-centric Automations training starts 4-March. We were asked if Customer Success will even be around in a couple of years. No spoilers, but we came up with 5 reasons CS will still be needed in the future. Whoops, spoilers. In this week's episode Johan and I set the stage for this existential discussion about CS' future and we even get through the first reason it'll still be needed. Listen to this week's episode here (or on Spotify, Apple, or Youtube). Be sure to follow or...

27 days ago • 1 min read

Customer-centric Automations training starts 4-March. Over the past few years, customers' Appropriate Experience (AX) shifted, welcoming a blend of synchronous interactions with self-service, asynchronous, and automated engagements. Even traditionally "high-touch" customer segments now embrace automation and AI as part of their AX. This evolution in AX offers a chance to adopt more self-service and automated solutions, aligning with current trends towards operational efficiency. However,...

28 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts on 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and sign-up here....

about 1 month ago • 1 min read

Last week we dropped part one of our conversation on the 5 most common traps that CSMs can fall into and how to avoid them. This week we finish the conversation with traps 3-5. Listen to this week's episode here (or on Spotify, Apple, or Youtube) Make sure you listen to last week's episode, too, so you can avoid all the traps. ~ Lincoln BTW: Much of what we touch on in these episodes is covered in-depth in our next training program at Impact Academy that's all about Success Plans. It starts...

about 1 month ago • 1 min read

Our 2-week virtual Success Plan training and certificate program starts on Monday, March 4, 2024. This program for CSMs is all about working with customers in the "ongoing" phase of the lifecycle; you know, after Onboarding and Adoption but before Renewal This is the lifecycle phase where momentum is generally lost, engagement suffers, and customers often operate without direction. This can lead to churn, but more often leads to contraction at renewal (revenue churn) and definitely keeps...

about 1 month ago • 1 min read
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