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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

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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