No Goals, No Customer Success? Yes!
|
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 for whom their AX is more heavily-weighted toward Async/Tech Touch/Self-Service, our brand new Customer-centric Automations Program is for you. If your customers have an AX that's more Sync / High-touch, then our training on Success Plans is for you. These programs always fill-up at the last minute! So if you want to join either (or get at least two people from your company and join both), jump on this or you'll miss your chance. See you there! |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...
Most SaaS companies give too much, too soon. They bundle everything into the initial sale—even features the customer isn’t ready for (and can’t use yet). Why? To make the deal look “valuable.” But giving away the right feature at the wrong time? That’s value dilution—and it kills expansion before it even starts. Instead, that feature you’re giving away today in a $50/mo bundle? If you wait and offer it at the right moment, you can charge $500/mo just for it. Same product. Same feature. 10x...
Most companies still treat expansion like a job for Sales:Campaigns. Funnels. Quotas. Pitches. Pressure. But here’s the truth:You don’t need a salesperson to drive expansion—just like you don’t need to be a developer to build apps anymore. AI made software creation accessible to anyone with an idea. That’s called vibe coding—describe what you want, and the system builds it. It’s fast, frictionless, and doesn’t require traditional expertise. Expansion should feel the same. We call that...