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Lincoln Murphy

Weaponized Incompetence

Published 9 days ago • 1 min read

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 invented Customer Success

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Can you tell me who owns (i.e. controls, operationalizes, coordinates, and executes) advocacy programs in your company? I put together a little survey on LinkedIn if you want to answer there. Or you can just reply to this email with who owns it (Marketing, Sales, CS, other?) I'll share the results with you. Thanks! ~ Lincoln BTW: If no one owns it, or ownership is spread across departments, or you don't have a formal Advocacy program, let me know in the comments on that LinkedIn post or in...

6 days ago • 1 min read

Our 3-week virtual Head of Customer Success: How to Scale program starts Monday, 6-May, 2024. This is my favorite program we offer because it focuses on Org Design, Expansion, and Scaling. We cover modern customer segmentation, revenue growth through the Expansion Assist motion, and Capacity Planning and Growth Forecasting. Because our training at Impact Academy is a mixture of pre-recorded content and live training, we get to work within the reality of the market in Q2 2024. Learn more about...

17 days ago • 1 min read

My unique approach to Trials and Onboarding is super-effective for everything from PLG (self-service, Sales Assist) to Enterprise high-touch Customer Success. Interested in personalized coaching / mentorship in May to help your team optimize your Trial and/or Onboarding process? Reply with: Why you think your Trial and/or Onboarding needs help now Details about your company, product, and customers I'll reach out if I think I can help. ~ Lincoln BTW: I only have time to do this for a couple of...

23 days ago • 1 min read
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