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
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. 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...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...