I know why they won't respond to you
I just published 5 Outdated Email Tactics You Need to Abandon in 2023.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 help SaaS companies Maximize LTV through Customer-centric Upselling
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...