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Lincoln Murphy

Common CSM traps (and how to avoid)

Published 23 days ago • 1 min read

Someone asked us what some traps are that CSMs can fall into and how to avoid them.

So Johan and I made a list of the 5 most common ones for our Impact Weekly podcast... and then we started talking about them.

It was such a fun topic to discuss that we talked for an hour! So we split the conversation into two episodes.

Listen to the first episode here (or on Spotify, Apple, or Youtube)

Have a great weekend!

~ Lincoln

BTW: Much of what we touch on here is covered in-depth in our next training program at Impact Academy that's all about Success Plans. It starts on 4-March, 2024.

Learn more and sign-up for the Success Plan program here.

Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

2 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

4 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

5 days ago • 1 min read
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