Lincoln Murphy

Expansion training starts next Monday

Published 22 days ago • 1 min read

Our Expansion (customer-centric upselling) training and certificate program starts next Monday, 27 May, 2024.

This is my favorite of the programs we offer at Impact Academy because we share with you the real "secrets" of exponential growth from World-class CS orgs, like:

  • How to do Expansion Forecasting
  • Leveraging the power of Orchestration
  • Why CSQLs and Quotas limit growth
  • The true role of CS in Expansion
  • Why Sales should stay in its lane
  • And so much more!

Whether you're a Head of CS looking to better position your CS org (i.e. as a driver of significant revenue growth) or you're a CSM that's tasked with getting customers to buy more, this course is for you.

Learn more this program and sign-up here.


BTW: A large percentage of sign-ups for our programs happen in the week leading up to the program.

Our Impact Academy programs are a combination of on-demand and live sessions via Zoom. Even though this is a "virtual" program, space is limited due to the interactive nature of our live sessions.

So please, if you intend to participate, take immediate action to ensure a spot is available.

Learn more and sign-up here.


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 4 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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