No Goals, No Customer Success? Yes!
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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 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
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...