Lincoln Murphy

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...

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...

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...

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...

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,...

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...

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...

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...