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Lincoln Murphy

I invented Customer Success

Featured Post

Retention Training starts Monday (details)

Our 2-week Retention training and certificate program starts this Monday, September 25, 2023. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the...
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4 days ago • 1 min read

Tired of chasing at-risk customers? (fix that)

Are you stuck in that terrible cycle of trying to save customers from churning instead of actually working to make them successful in the first place, only to have more customers become at-risk? I hope not, but if you are, in this week's episode of Impact Weekly, Johan and I talk about how to...
5 days ago • 1 min read

High product usage AND high churn. How?

Have you ever wondered how you can have high usage and a lot of churn or contraction? In this week's episode of Impact Weekly, Johan and I explore this dilemma through the lens of Success Gaps. Listen to this week's episode here.​ Also, our annual Customer Success Survey closes this weekend. I'd...
19 days ago • 1 min read

Scaling CS without losing control

One of our podcast listeners asked,"As my team is growing, I feel like I'm losing touch with them and our customers. Any advice?" This question cuts right to the heart of a dilemma many of us face when scaling: How do we grow without losing the control that (we think) has made us so effective to...
25 days ago • 1 min read

Continuous goal alignment (but how?)

One of our podcast listeners asked, "I know Goal Discovery is important, but how often should I update the goals with the customer?" As any seasoned Customer Success Manager can tell you, staying in sync with your customers' evolving goals is... challenging (to say the least). That's why in this...
about 1 month ago • 1 min read

Success Plan Training starts Mon (details)

Our 2-week Success Plan training and certificate program starts this Monday, August 21, 2023. This program for CSMs is all about working with customers in that "ongoing" phase of their lifecycle. As you know, this is the lifecycle phase where momentum is lost, engagement suffers, and customers...
about 1 month ago • 1 min read

Who has time for Goal Discovery? (you do!)

One of our podcast listeners asked, "Goal discovery makes total sense to me, but how am I supposed to make time to do this with 40+ clients? Help!" Sound familiar? You know the importance of Goal Discovery but feel trapped by time constraints. That's why, in this week's episode of Impact Weekly,...
about 1 month ago • 1 min read

CS and Sales alignment is possible (right?)

One of our podcast listeners asked, "We are very siloed in our work between CS and Sales, no one's fault really, but do you have any tips on how we can be more aligned?” Did you catch that? That one part of the sentence that explains everything? No? All good, because we did. In this week's...
about 2 months ago • 1 min read

Why won't they just do the work? (Ugh!)

A podcast listener asked, "How can CSMs effectively drive product adoption and engagement for solutions that address necessary, but unattractive tasks without resorting to things like scare tactics?" I love these types of questions that push us to explore unconventional yet impactful strategies...
about 2 months ago • 1 min read

How to navigate Partner Success

One of our podcast listeners recently asked, "I'm setting up partner success, what are the differences and similarities to normal customer success, and what are your recommendations?" A simple question, yet filled with layers of complexity and insights waiting to be discovered. That's why in this...
2 months ago • 1 min read
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