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Lincoln Murphy

I invented Customer Success

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📈Expansion is Success (new pod episode)

Our latest episode of Impact Weekly is all about Expansion... getting customers to buy more, but in a customer-centric way. We've talked recently about Customer Success pivoting from growth to profit and/or efficiency, but the reality is... you'll always have a cohort of customers ready, willing, and able to buy more, and that expansion will help you grow more profitably and efficiently. *See the BTW for a caveat. Check out this week's pod... it's one of my favorite episodes so far. Have a...
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about 12 hours ago • 1 min read

Expansion training starts Monday

Our Expansion (customer-centric upselling) training and certificate program starts this Monday, December 4, 2023. This is my other favorite of the programs we offer at Impact Academy because we share with you the real "secrets" of exponential growth from World-class CS orgs, like: How to do Expansion Forecasting Leveraging the power of Orchestration Why CSQLs and Quotas limit growth The true role of CS in Expansion Why Sales should stay in its lane And so much more! Set your CS org - and...
1 day ago • 1 min read

Need a distraction? (2 podcast episodes)

Our last two podcast episodes are bangers (in the context of Customer Success, that is. To regular people they are likely quite boring and off-putting). If you need something to listen to this weekend - and if you're in the USA you probably really need a distraction right about now - check out our latest episodes on Lifecycle Stages and how Customer Success is in its Efficiency Era now. Have a great weekend! Lincoln BTW: The best way to improve an efficiency metric like ARR per Employee is...
8 days ago • 1 min read

'How to Scale CS' training starts Monday

Our How to Scale CS training and certificate program for Heads of CS (or anyone interested in that) starts this Monday, November 13, 2023. This is my favorite of the programs we offer at Impact Academy because we share with you the real "secrets" of World-class CS orgs, like: Practical Capacity Planning AX-based Coverage Models Modern Org Design Creating an Expansion Machine (Upsells / Revenue Growth) Set your CS org - and your company and customers - up for massive success in 2024. Learn...
23 days ago • 1 min read

CSMs shouldn't be experts in this (stop!)

This week's episode of Impact Weekly, titled "What CSMs Should be Experts In (and what they Shouldn't)" just dropped. If you're a CSM and you think you need to know everything there is to know about your customers' unique businesses... stop. You're setting yourself up for failure. If you're a Head of CS and have CSMs that think that... stop them. You're setting your CSMs up for failure. CSMs can't - and shouldn't try to - be experts in their customers' businesses. BUT... there is something...
30 days ago • 1 min read

Onboarding training starts Monday (details)

Our 2-week virtual Customer Onboarding training program starts on Monday, 30-Oct, 2023. Onboarding is arguably the most important lifecycle stage the customer will go through. And since it's really just about getting them up and running, it should be the easiest to get right. Right? Yeah... except that getting it right isn't as straightforward as you'd think. In this program you'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to a...
about 1 month ago • 1 min read

Advocacy Flywheel ... this is cool

Most Heads of CS see advocacy as the finish line (if they even think about it at all, honestly). The customer gives you a testimonial or leaves a review after they're received some value from your product and that's it. But, in this week's episode of Impact Weekly, Johan and I talk about how World-class Heads of CS understand that advocacy isn't the end game, but rather a continuous cycle—what we call the "Advocacy Flywheel." Advocacy fuels acquisition, which leads to more customers, who...
about 1 month ago • 1 min read

Earned advocacy (WIIFT?)

Customer advocacy can do all of the following (and more): Reduce friction in the sales process Motivate action with your customers Get customers to take that upsell opportunity Increase the bond your customers have with you In this week's Impact Weekly episode, Johan and I do a deep dive on Customer Advocacy, why it's important (see above), why it matters to the customer, how to get them to participate, and of course... how to do it wrong. Listen to this week's episode here.​ This episode is...
about 2 months ago • 1 min read

Metrics to milestones (all about KPIs)

Do you ever find yourself pondering the intricacies of Customer vs User KPIs? Do you question which one to prioritize and if they're both essential? Perhaps even wonder if there's a real need to differentiate? If this is you... good. I worried Johan and I were the only ones. This week on Impact Weekly, we delve deep into how to measure success for our customers, CSMs, and the CS Org as a whole. Join us as we unpack the importance of understanding and accurately measuring true customer...
about 2 months ago • 1 min read

Head of CS training starts Monday (details)

Our Head of CS training and certificate program starts this Monday, October 9, 2023. This program is for aspiring Heads of CS as well as those already running Customer Success organizations that want to ensure they're using the latest and most effective strategies, methodologies, and frameworks. In this program, which is based on our work with World-class Customer Success Management organizations, we break down being a Head of CS into three categories: Leadership, Management, and Coaching,...
about 2 months ago • 1 min read
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