fix your customer onboarding
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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. |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
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...
Most SaaS companies give too much, too soon. They bundle everything into the initial sale—even features the customer isn’t ready for (and can’t use yet). Why? To make the deal look “valuable.” But giving away the right feature at the wrong time? That’s value dilution—and it kills expansion before it even starts. Instead, that feature you’re giving away today in a $50/mo bundle? If you wait and offer it at the right moment, you can charge $500/mo just for it. Same product. Same feature. 10x...
Most companies still treat expansion like a job for Sales:Campaigns. Funnels. Quotas. Pitches. Pressure. But here’s the truth:You don’t need a salesperson to drive expansion—just like you don’t need to be a developer to build apps anymore. AI made software creation accessible to anyone with an idea. That’s called vibe coding—describe what you want, and the system builds it. It’s fast, frictionless, and doesn’t require traditional expertise. Expansion should feel the same. We call that...