Common CSM traps (and how to avoid)
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.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Oct-20 - Nov-7. Learn more and sign-up here. Leading a Customer Success org in 2026 requires more than just operational know-how. You need a strategic approach to driving NRR, building high-performing teams, and proving CS's value to the executive suite. Introducing: Strategy & ScaleOur completely reimagined Head of CS training program, running October 20 - November 7 at Impact Academy. Over three weeks, you'll learn about the three pillars that separate great CS leaders from everyone else:...
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...