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Lincoln Murphy

Continuous goal alignment (but how?)

Published 6 months ago • 1 min read

One of our podcast listeners asked, "I know Goal Discovery is important, but how often should I update the goals with the customer?"

As any seasoned Customer Success Manager can tell you, staying in sync with your customers' evolving goals is... challenging (to say the least).

That's why in this week's episode of Impact Weekly, Johan and I take a deep dive into the concept of Continuous Goal Alignment - a secret that sets world-class Customer Success teams apart.

In this episode we explore topics like:

  • The psychology of "because"
  • The powerful TEAM Prompts framework
  • Ensuring goal discovery feels natural
  • And so much more!

Oh, the part of the episode about Joint Accountability and how it weaves into continuous goal alignment is a game-changer.

Listen to this week's episode here

Have a great weekend!

~Lincoln

BTW: I'm only attending one Customer Success event this year and that's Impact Day in Stockholm, Sweden on 14-Sept.

I hope you can join me there.

And if you say, "that's too far to travel for a CS event, Lincoln" just remember, I'm going there all the way from Texas in the United States.

At the event I'll be giving a keynote as well as running a few workshops, but there are a lot of things going on and a ton of great people to network with, so check out the full agenda to see for yourself.

I truly believe Impact Day isn't just the best CS event in the Nordics; it's the best CS event in the world.

Learn more and get your tickets here.

See you in Stockholm!


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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

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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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