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
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....