Metrics to milestones (all about KPIs)
Do you ever find yourself pondering the intricacies of Customer vs User KPIs?
Do you question which one to prioritize and if they're both essential?
Perhaps even wonder if there's a real need to differentiate?
If this is you... good. I worried Johan and I were the only ones.
This week on Impact Weekly, we delve deep into how to measure success for our customers, CSMs, and the CS Org as a whole.
Join us as we unpack the importance of understanding and accurately measuring true customer engagement and the oddly-compelling difference between customer-centric metrics and user-level KPIs.
Listen to this week's episode here.
~ Lincoln
BTW: Poor Customer Onboarding is the leading cause of contraction at renewal (discounts and downgrades), meaning it's often the primary drag on ARR and NRR growth.
But you already knew that, which is why you're going to join our two-week intensive Onboarding program that starts on 30 October, 2023, right?
Learn more about this awesome program and secure your seat here.
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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...