This should help your metrics (why it's not)
The goal of any business should be to get customers to stay longer, increase their spend over that extended lifetime, and get customers to advocate for them along the way.
Customer Success Management is the most efficient way to ensure that happens consistently and efficiently.
One amazing tool that's come along recently that can help with all of that is ChatGPT.
But I'm seeing a lot of people - in general, but especially in Customer Success - hit a wall with ChatGPT. It was cool. Magical even.
And then the excitement quickly faded as the results were just not that great.
Everyone I've talked to that had that experience - without exception - was looking at ChatGPT all wrong.
Once we fixed their view of it, the world opened up.
Here's what I shared with them.
That post may be the most important one you'll ever read about how ChatGPT works and how to use it in your Customer Success operation. No hype.
~Lincoln
BTW: We've massively expanded the section on training ChatGPT in our Prompt Engineering for Customer Success course.
In Customer Success, even more than in Marketing or Sales, training ChatGPT is critical to getting useful output.
You can figure out how to do that on your own, do your own research, or buy our course and save the trial and error.
Whatever option you choose, make sure you understand how to use ChatGPT the right way to unlock its true potential.
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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...