Scaling CS without losing control
One of our podcast listeners asked,"As my team is growing, I feel like I'm losing touch with them and our customers. Any advice?"
This question cuts right to the heart of a dilemma many of us face when scaling: How do we grow without losing the control that (we think) has made us so effective to begin with?
In this week's episode of Impact Weekly, Johan and I tackle this head-on. We're not just scratching the surface; we're drilling down into the key areas that can make or break your scaling efforts:
- Cultivating a Sustainable Culture
- Optimizing Management Metrics
- Transitioning to a Coaching Role
- And much more!
👉 Listen to Episode 40 right here.
~Lincoln
BTW: I hope you can join me for Impact Day in Stockholm, Sweden on 14-Sept.
And if you say, "that's too far to travel for a CS event, Lincoln" just remember, I'm going there all the way from Texas in the United States.
At the event I'll be giving a keynote as well as running a few workshops, but there are a lot of things going on and a ton of great people to network with, so check out the full agenda to see for yourself.
I truly believe Impact Day isn't just the best CS event in the Nordics; it's the best CS event in the world.
​Learn more and get your tickets here.​
See you in Stockholm!
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
​
...
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
I'm on a flight to San Francisco and the person to my left is talking to their colleague trying to find a time for both of them to meet with a customer. I glanced over and saw their calendar and... OMG! Back to back to back meetings, all day, every day. Completely full. Unsustainable. Even worse, it really seemed to be a source of pride for them. Now, I don't know the nature of their business and I didn't keep looking - I got a sense of it and I looked away - but their calendar looked just...
HEADS UP - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. As I've been saying, meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we understood this better, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type was Direct Cost, or the cost of the CSM or other contributor's time, including the...
HEADS UP! - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we better understood their cost, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type is: Direct Cost: This is the actual cost of your CSMs' and other contributors' time on the call....