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Lincoln Murphy

Customer AX fluidity & Digital CS

Published 4 months ago • 1 min read

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.

Learn more and sign-up here.

Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

In this context, "busy" is a feeling, one that leads CSMs to feel overwhelmed and eventually burnout. Busy isn't about the performance of activities, per se. You can have two CSMs, both spending 75% of their time on customer-facing activities, but the one performing efficiently won't just NOT feel "busy" but will feel productive and satisfied with their job, while the CSM operating inefficiently is suffering and looking for a way out. Here are a few ideas for you to make your CSMs feel less...

about 6 hours ago • 1 min read

Our 2-week Retention training and certificate program starts this Monday, June 17, 2024. 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 word. Our Impact Academy programs are a...

2 days ago • 1 min read

“My CSMs are too busy to do Advocacy, Lincoln.” “So pile even more onto my overworked CSMs? Umm, No.” I’ve heard the same for Expansion, Renewal, etc. Weird how their CSMs are too busy to do things like Advocacy or Expansion but not too busy to: Do the work for the customer Work escalated support tickets Train individual users Answer the same questions over and over Have meetings when they’re not necessary Have super-inefficient meetings And so much more nonsense Saying their CSMs are "too...

5 days ago • 1 min read
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