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Lincoln Murphy

fix your customer onboarding

Published about 2 months ago • 1 min read

Our 2-week Onboarding Training starts next Monday, 22-Apr, 2024.

Onboarding is either when you set the customer up for long-term success... or plant the seeds of churn.

A well-defined onboarding program leads to:

Massive KPI Impact: A positive Onboarding experience is directly correlated with longer customer lifetimes, less contraction (revenue churn) at renewal, less overall churn, and more expansion (upsells).

Faster Time to Value: A streamlined onboarding process allows customers to begin using your product's core functionality more quickly.

Improved Customer Satisfaction: A positive onboarding experience sets the tone for a successful and long-term customer relationship.

Scalability and Efficiency: A structured program enables efficient onboarding of new customers as your business expands.

Learn to build a World-class Customer Onboarding process starting April 22, 2024.

==> Learn more and sign-up here.

- Lincoln

BTW: A large percentage of sign-ups for our Premium courses happen in the last week.

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 about the program 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 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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