profile

Lincoln Murphy

📈Expansion is Success (new pod episode)

Published 3 months ago • 1 min read

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 invented Customer Success

Read more from Lincoln Murphy

The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

2 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

4 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

5 days ago • 1 min read
Share this post