Lincoln Murphy

Customer Success Fundamentals (new!)

Published 4 months ago • 1 min read

ICYMI, we launched our brand new Impact Academy Customer Success Fundamentals course for 2024.

It's totally free.

Learn more and sign-up here.

If you've been in CS for a while but want a refresher and to get up-to-speed on CS in 2024, or you're just starting out, this course is for you.

And for sure, forward this to your Head of CS and/or your colleagues and friends so they can level-up, too.

Check it out and sign-up here.

~ Lincoln

BTW: Don't let the zero cost price tag fool you... this course is awesome (or I wouldn't have put it out).

We just carved out the common stuff from our Premium Customer Success Management courses and put it in this program.

Lincoln Murphy

I invented Customer Success

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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...

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