Lincoln Murphy

Tired of chasing at-risk customers? (fix that)

Published 6 months ago • 1 min read

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.


Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

2 days ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

4 days ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

5 days ago • 1 min read
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