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Lincoln Murphy

CS in the chaos of startups

Published about 1 month ago • 1 min read

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 invented Customer Success

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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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