Lincoln Murphy

Metrics to milestones (all about KPIs)

Published 5 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.​


Lincoln Murphy

I invented Customer Success

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The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

2 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

4 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

5 days ago • 1 min read
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