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 completely revamped 3-week CS Leadership: Strategy & Scaling program kicks off this Monday, 7th October. This is one of the most impactful programs we offer because it goes beyond theory, focusing on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to master to drive real business impact. We’ll dig into aligning with your company’s high-level objectives (NRR, LTV, etc.), building a high-performing team, and ensuring your Org and...
Our completely revamped 3-week CS Leadership: Strategy & Scaling program kicks off next week, 7th October. This is one of the most impactful programs we offer because it goes beyond theory, focusing on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to master to drive real business impact. We’ll dig into aligning with your company’s high-level objectives (NRR, LTV, etc.), building a high-performing team, and ensuring your Org and...
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...