Customer AX fluidity & Digital CS
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Customer-centric Automations training starts 4-March. Over the past few years, customers' Appropriate Experience (AX) shifted, welcoming a blend of synchronous interactions with self-service, asynchronous, and automated engagements. Even traditionally "high-touch" customer segments now embrace automation and AI as part of their AX. This evolution in AX offers a chance to adopt more self-service and automated solutions, aligning with current trends towards operational efficiency. However, careful implementation is critical to maintain customer satisfaction and avoid negative impacts on their experience (and the repercussions). Our Impact Academy Customer-centric Automations training that starts on 4-Mar, 2024 focuses on developing and implementing a digital CS strategy that meets customer needs and aligns with organizational goals. Learn more and sign-up here. ~ Lincoln BTW: Our Impact Academy Customer-centric Automations program is designed with Heads of CS, Ops, & Enablement in mind, though any CS pro (or even Product or RevOps) are welcome to join and will benefit from participation. It's also filling-up fast, so if you want to participate, please secure your spot as soon as you can. |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...