📈Expansion is Success (new pod episode)
Our latest episode of Impact Weekly is all about Expansion... getting customers to buy more, but in a customer-centric way.
We've talked recently about Customer Success pivoting from growth to profit and/or efficiency, but the reality is... you'll always have a cohort of customers ready, willing, and able to buy more, and that expansion will help you grow more profitably and efficiently. *See the BTW for a caveat.
​Check out this week's pod... it's one of my favorite episodes so far.
Have a great weekend,
Lincoln
BTW: Our two-week Expansion training program starts on Monday 4-Dec and there are still a few seats left if you want in.
​Learn more and sign-up here.​
*While it's true you'll always have customers that are ready to buy, the problem is, most of them won't just Oliver Twist it (please sir, I want some more)... you have to be deliberate in how you approach this, making sure you put what they need in front of them when they need it. You're not trying to sell them anything, you're just making sure they're positioned for continued success.
​Come to the Expansion training and you'll learn exactly how to do that. See you on Monday.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...