Lincoln Murphy

Featured Post

Skyrocket email engagement (use this)

Each week, millions of people around the world engage with emails I've either written or are based on work I did. One of my "secrets" is using a powerful Subject Line + Inbox Preview (preheader) combination, but in a very specific way. That "very specific way" is the secret sauce, but I honestly...
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about 11 hours ago • 1 min read

Discover customer goals (Find out how)

There is debate in CS about whether knowing your customer's goal is required. The debate is between people who believe knowing your customer's goal is required and people who are bad at Customer Success. If you believe that understanding your customers' goal is fundamental to Customer Success,...
2 days ago • 1 min read

Customer disengagement (how to fix)

Customers disengage. If it hasn't happened to you, it will. Customers sign-up for a trial but do not convert. They convert but do not go through Onboarding. They stop replying to or taking action on your emails (ghosting you). They stop asking for help. They stop telling you their goals. Their...
5 days ago • 2 min read

Upselling through Uncertainty (listen)

When the economy is bad, inflation is high, layoffs are happening, banks are failing, UFO sightings are increasing, can you really expect to upsell customers? Yes. Even as churn might be ticking up and contraction is increasing, you can still do a lot to offset that - and maybe even overcome it -...
9 days ago • 1 min read

Advanced CSM Training starts Mon (details)

Our 3-week Advanced Customer Success Manager training and certificate program starts this coming Monday, 13-March. This is our Growth program, and focuses on Positioning, Prioritization, and Productivity as a way to ensure CSMs are working as efficiently - and effectively - as possible. Tap to...
14 days ago • 1 min read

This should help your metrics (why it's not)

The goal of any business should be to get customers to stay longer, increase their spend over that extended lifetime, and get customers to advocate for them along the way. Customer Success Management is the most efficient way to ensure that happens consistently and efficiently. One amazing tool...
15 days ago • 1 min read

CSM first 90-days (sink or swim?)

I'm a CSM and new at my job. What should my first 90 days be?" A very common question. Ideally, your new company would have a 90-day plan for you, that would set you up for success in your new role. But we live in reality. Sometimes the plan simply doesn't exist. Sometimes it does but it's... not...
16 days ago • 1 min read

ChatGPT is a liar (or is it?)

If you ask ChatGPT to write a customer case study for you, it will. Like magic. This prompt: "please write a customer case study for me" instantly generated a 500-word case study with great detail. It decided the format, made up what my company does, who the customer is, what they do, how they...
19 days ago • 1 min read

CSM Training starts Monday (details)

Our next 3-week Customer Success Manager training and certificate program starts this coming Monday, 6-March. This program is designed to help CSMs leverage Objective Confidence to overcome imposter syndrome and people pleasing, use Goal Discovery to build effective, long-term customer...
22 days ago • 1 min read

10,001+ ChatGPT prompts! (free)

In a push for quantity over quality, I've pulled together a list of resources where you can access over 10k generic ChatGPT prompts for free. If you're thinking to yourself, "That's too many prompts. How is this even useful?"... you're right. Lincoln BTW: After you look through those overwhelming...
23 days ago • 1 min read