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
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. 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....
Our 2-week Success Plan training and certificate program starts this Monday, August 19, 2024. This program for CSMs is all about working with customers in that "ongoing" phase of their lifecycle. As you know, this is the lifecycle phase where momentum is lost, engagement suffers, and customers often operate without direction. This program fixes that by teaching you: Ongoing Goal Discovery Meeting Prep and Brainstorming How to use Progress Milestones Objection Handling Joint Accountability And...