profile

Lincoln Murphy

I know why they won't respond to you

Published 11 months ago • 1 min read

I just published 5 Outdated Email Tactics You Need to Abandon in 2023.

Maybe you’ve heard it or said it yourself, “Email just doesn’t work as well anymore.”

But the truth is, it’s not that email doesn’t work, it’s the way you're using email that hasn’t adapted to the ever-evolving consumption patterns of inbox users.

This list of things to stop doing (and what to do instead) will help you better engage your prospects and customers.

Have a great weekend!

~Lincoln

BTW: Our Annual Customer Success survey is still open and we'd love to know how you'd answer questions like these:

  • How fulfilled do you feel in your role in Customer Success?
  • Do you think the leadership of your company practices what they preach when it comes to Customer Success?
  • Do you/your team have the necessary capacity to make your customers successful?
  • How much do you use GenAI (like ChatGPT) in your day-to-day job in Customer Success today?

So we put together this survey on Typeform to help fill in those - and other - gaps in the collective understanding of the CS community.

While the information we're collecting is super-important - and of course we'll share it with you and the community when we're done collecting it - the survey itself will only take a few minutes to complete.

Please share your experience with the community here.

Thanks in advance!


...

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
Share this post