Continuous goal alignment (but how?)
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!
...
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...