The TRUE cost of meetings (part 2 of 3)
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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 meeting itself, plus prep and follow-up. The second, often completely hidden type is: Opportunity Cost: Every minute spent on a call with one customer is time you can't spend with other customers, engage customers asynchronously, create self-service content, or focus on higher-impact activities. This cost may not always be (easily) quantifiable, but it's very real. On Friday I'll share the third - another hidden cost - type with you. But remember, Direct and Opportunity costs also exist for your customers! When they decline, cancel, or no-show, it's because they don’t think the meeting will be valuable enough to offset the Direct and Opportunity cost of attending. Let’s ensure your meetings are so powerful that customers are eager to attend every time. On Wednesday, September 4, 2024, I’m hosting a Customer Engagement Masterclass on Powerful Meetings. I’ll cover everything you need to make your meetings more effective and efficient. And to make sure you can attend live, I'm doing two sessions - early and late.- that should cover most time zones. Kind of. Early Bird Pricing: $100 for the first 50 sign-ups (regular price $250). See the agenda and sign-up here. It's a google doc. If you need a fancy landing page, you won't like the workshop. Don't wait—the discount ends after 50 spots. BTW: Get ready, because I'm going to talk about meetings until we do this workshop. So if you've got meetings down and just can't improve, you may want to unsubscribe or mute me. But if you recognize your meetings could be better, consume what I share and come to the workshop on 4-Sept. You, your manager, your team, and most importantly your customers will thank you. ... |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...