Tired of chasing at-risk customers? (fix that)
Are you stuck in that terrible cycle of trying to save customers from churning instead of actually working to make them successful in the first place, only to have more customers become at-risk?
I hope not, but if you are, in this week's episode of Impact Weekly, Johan and I talk about how to move from Reactive Retention to Proactive.
Listen to this week's episode here.
~ Lincoln
BTW: This week's episode does a good job of laying out what's required to make the shift from Reactive to Proactive retention, but if you want to deep-dive on this - and all things customer and revenue retention - our 2-week Impact Academy Retention training and certificate program is for you.
The program starts next Monday, September 25, 2023, and it's filling-up fast.
Learn more and sign-up here.
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Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Hey, Expectations on Customer Success are super high in 2026. Customers want faster outcomes. Leadership wants proof of impact. Reactive CS won’t get you there. AI-first initiatives are taking over. Lifecycle Success & Retention Planning helps teams shift now. Outcome-driven focus across the customer lifecycle. Why teams join this type of training: Live, interactive sessions (not on-demand content) Role-playing & real scenarios that impact retention Hands-on work with your own customers...
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...