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Lincoln Murphy

It's a trap! More CSM pitfalls to avoid

Published 2 months ago • 1 min read

Last week we dropped part one of our conversation on the 5 most common traps that CSMs can fall into and how to avoid them.

This week we finish the conversation with traps 3-5.

Listen to this week's episode here (or on Spotify, Apple, or Youtube)

Make sure you listen to last week's episode, too, so you can avoid all the traps.

~ Lincoln

BTW: Much of what we touch on in these episodes is covered in-depth in our next training program at Impact Academy that's all about Success Plans. It starts on 4-March, 2024.

Learn more and sign-up for the Success Plan program here.

Lincoln Murphy

I invented Customer Success

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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...

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Our 2-week Advocacy Training starts next Monday, 22-Apr, 2024. Most Heads of CS see advocacy as the finish line (if they even think about it at all, honestly). The customer gives you a testimonial or leaves a review after they're received some value from your product and that's it. World-class Heads of CS understand that advocacy isn't the end game, but rather a continuous cycle—what we call the "Advocacy Flywheel." And World-class GTM and Revenue leaders understand that Advocacy fuels...

2 days ago • 1 min read

Two extremely popular and super-powerful 2-week intensive training programs at Impact Academy start on Monday, 22-April, 2024. Customer Onboarding - You'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Customer Advocacy - You'll learn to leverage the power of Social Proof by systematically getting customers to advocate for you. This isn't...

5 days ago • 1 min read
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