Discover customer goals (Find out how)
There is debate in CS about whether knowing your customer's goal is required.
The debate is between people who believe knowing your customer's goal is required and people who are bad at Customer Success.
If you believe that understanding your customers' goal is fundamental to Customer Success, then you'll want to listen to this week's episode of our Impact Weekly podcast where we do a deep dive on Goal Discovery.
And if you don't believe that, I would also suggest listening, if only out of spite.
In this episode we cover:
- The importance of goals
- The right approach to discovering goals
- Goal discovery framework
~Lincoln
BTW: We have both CSM and Head of CS training programs coming up in April.
Learn more and sign-up here.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...