profile

Lincoln Murphy

CS won't matter in a few years (right?)

Published 4 months ago • 1 min read

Digital CS & Customer-centric Automations training starts 4-March.

We were asked if Customer Success will even be around in a couple of years.

No spoilers, but we came up with 5 reasons CS will still be needed in the future.

Whoops, spoilers.

In this week's episode Johan and I set the stage for this existential discussion about CS' future and we even get through the first reason it'll still be needed.

Listen to this week's episode here (or on Spotify, Apple, or Youtube).

Be sure to follow or subscribe to the pod so you don't miss part two of our conversation that'll drop next week.

~ Lincoln

BTW: Much of what we talk about in this conversation centers on the evolution of our customers' Appropriate Experience (AX) and how we can leverage that understanding to deflect more to self-service and async engagement, and leverage automation and AI.

But you have to do it right.

To help you do that, we have a new training program at Impact Academy all about Digital Customer Success and Customer-centric Automations that starts on 4-Mar, 2024.

Learn more and sign-up here.

It's filling up fast.

Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

In this context, "busy" is a feeling, one that leads CSMs to feel overwhelmed and eventually burnout. Busy isn't about the performance of activities, per se. You can have two CSMs, both spending 75% of their time on customer-facing activities, but the one performing efficiently won't just NOT feel "busy" but will feel productive and satisfied with their job, while the CSM operating inefficiently is suffering and looking for a way out. Here are a few ideas for you to make your CSMs feel less...

about 5 hours ago • 1 min read

Our 2-week Retention training and certificate program starts this Monday, June 17, 2024. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the word. Our Impact Academy programs are a...

2 days ago • 1 min read

“My CSMs are too busy to do Advocacy, Lincoln.” “So pile even more onto my overworked CSMs? Umm, No.” I’ve heard the same for Expansion, Renewal, etc. Weird how their CSMs are too busy to do things like Advocacy or Expansion but not too busy to: Do the work for the customer Work escalated support tickets Train individual users Answer the same questions over and over Have meetings when they’re not necessary Have super-inefficient meetings And so much more nonsense Saying their CSMs are "too...

5 days ago • 1 min read
Share this post