Weaponized Incompetence
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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
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...