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Lincoln Murphy

Metrics to milestones (all about KPIs)

Published 8 months ago • 1 min read

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 invented Customer Success

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“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
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