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!
π 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.
βLearn more and get your tickets here.β
See you in Stockholm!
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Donβt 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 donβt need to hit some mythical churn threshold before upselling. Yes, address churn where itβs an issue, but also recognize that some customers are progressing and ready for expansion NOW. Hereβs 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...