Lincoln Murphy

CSMs shouldn't be experts in this (stop!)

Published 4 months ago • 1 min read

This week's episode of Impact Weekly, titled "What CSMs Should be Experts In (and what they Shouldn't)" just dropped.

If you're a CSM and you think you need to know everything there is to know about your customers' unique businesses... stop. You're setting yourself up for failure.

If you're a Head of CS and have CSMs that think that... stop them. You're setting your CSMs up for failure.

CSMs can't - and shouldn't try to - be experts in their customers' businesses.

BUT... there is something that CSMs can and should be experts in.

And Johan and I tell you exactly what that is in this week's episode of Impact Weekly,

Oooh... big tease. Just listen... it'll totally be worth your time.

Have a great weekend!

~ Lincoln

BTW: If you're looking to build a Social Proof machine to consistently generate real advocates at scale, join our 2-week online intensive Advocacy training program that starts 27 November, 2023.

Learn more about the program and sign-up here.


Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

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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