CS in the chaos of startups
So how do you approach Customer Success in early-stage startups?
And what lessons from CS in early-stage startups apply in more established companies?
Johan and I had a super-fun conversation on this week's Impact Weekly episode about building CS operations in early-stage startups that I think you'll like even if you're not in a startup.
Listen to the episode here (or on Spotify, Apple, or Youtube)
And if you're thinking about joining a startup as an (the) early CS hire, this episode will help you better understand what you're getting yourself into. 😬
~ Lincoln
BTW: Next week we have two Impact Academy training programs starting on Monday, 5-Feb:
Partner Success - This 2-week intensive program is for anyone who works with channel partners, distributors, VARs, Affiliates, or basically if any 3rd party sits between you and the end-customer of your product.
Head of CS: How to Build - This 3-week program is foundational for modern Heads of CS, regardless of experience level, as we focus on the three areas key to your role: Leadership, Management, and Coaching.
I hope to see you in one of those programs.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
I'm on a flight to San Francisco and the person to my left is talking to their colleague trying to find a time for both of them to meet with a customer. I glanced over and saw their calendar and... OMG! Back to back to back meetings, all day, every day. Completely full. Unsustainable. Even worse, it really seemed to be a source of pride for them. Now, I don't know the nature of their business and I didn't keep looking - I got a sense of it and I looked away - but their calendar looked just...
HEADS UP - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. As I've been saying, meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we understood this better, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type was Direct Cost, or the cost of the CSM or other contributor's time, including the...
HEADS UP! - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we better understood their cost, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type is: Direct Cost: This is the actual cost of your CSMs' and other contributors' time on the call....