Weaponized Incompetence
|
In this week's episode of Impact Weekly, Johan and I talk about how your customers get you to do things for them by faking incompetence... and how you can avoid or fix this when (not if) it comes up in your world. Listen to this week's episode here (or on Spotify or Apple) Have a great weekend! ~ Lincoln BTW: Our next two Impact Academy programs start on 27-May and are: Customer-centric Automations - All about Digital Customer Success, Tech Touch, PLG, etc. We cover how to leverage technology to scale your customer engagement across all of your customer segments, regardless of coverage model. Heads of CS, CSMs, Ops, and Enablement folks should attend. The Expansion Program - Additional revenue from existing customers should be the most predictable new revenue in the company, and in many cases should exceed revenue brought in by new business sales. This program shows you how to make that happen in a totally customer-centric way, without turning your CSMs into salespeople or SDRs. Heads of CS, CSMs, AMs, and anyone responsible for upselling should attend. |
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...