Avoid the chaos of superuser turnover
One of our podcast listeners asked, "One of our superusers is doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that she will leave and that everyone will be worse off. Can I do something here?”
This is a really interesting question that speaks to the potential chaos that can happen when a superuser leaves... but gives hope that there may be a way to stop that turnover in its tracks.
In this week's episode of our Impact Weekly podcast that just dropped today, Johan and I talk about:
- The importance of recognizing your superusers
- The reasons behind this lack of recognition
- How to boost your superusers' position
- And much more!
I love this topic because the tactics we discuss are so simple yet so powerful, it's almost silly. Almost. Still serious, though.
~Lincoln
BTW: Our next CSM training begins Monday, 29-May and is hyper-focused on Customer Retention.
This accelerated, in-depth 2-week program gives you the tools necessary to get your customer on the right path and ensures that's where they remain until they reach their goal.
This course specifically covers:
- NRR Breakdown
- Prioritization
- Orchestration
- Turnarounds
- Brainstorming Framework
- And much more!
While the training is virtual - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on, so space is necessarily limited.
Learn more and sign-up today.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...