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Lincoln Murphy

Onboarding training starts Monday

Published about 2 months ago • 1 min read

Our 2-week virtual Customer Onboarding training program starts this Monday, 22-April, 2024.

Onboarding is arguably the most important lifecycle stage the customer will go through. And since it's really just about getting them up and running, it should be the easiest to get right. Right?

Yeah... except that getting it right isn't as straightforward as you'd think.

In this program you'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team).

Learn more about the program and sign-up here.

I hope to see you there.

~Lincoln

BTW: A large percentage of sign-ups for our Premium courses happen at the last minute. And this program is filling up fast.

Our Impact Academy programs are a combination of on-demand and live sessions via Zoom. Even though this is a "virtual" program, space is limited due to the interactive nature of our live sessions.

So please, if you intend to participate, take immediate action to ensure a spot is available.

Learn more and sign-up here.

Lincoln Murphy

I invented Customer Success

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2 days ago • 1 min read

“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...

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