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