Lincoln Murphy

When your main point of contact leaves

Published 11 months ago • 1 min read

One of our podcast listeners asked, "One of my larger customers has been through a lot of change in the past couple of months. Several users have been laid off and our main contact has quit. What can I do here?"

Unfortunately, that's not an uncommon experience these days.

Luckily, Johan and I cover ways you can work around (and even leverage for good) this upheaval with your customers in this week's episode of our Impact Weekly podcast that just dropped today.

In this episode we cover:

  • Strategies to be prepared for stakeholders leaving
  • How to restart customer relationships
  • Opportunities that come with a new point of contact
  • And much more!

Listen to the podcast here.

Even if you're not in this situation, listen to this episode.

In addition to how to work around this situation, we also cover ways to ensure this type of situation won't be so disruptive when - not IF - it happens to you in the future.


BTW: Our next CSM training begins next Monday, 22-May and is hyper-focused on the Success Plan.

This accelerated, in-depth 2-week program gives you the tools necessary to get your customer on the right path and ensures that's where they remain until they reach their goal.

This course specifically covers:

  • Goal Discovery Framework
  • Brainstorming Framework
  • Progress Milestones
  • Objection Breakthrough Formula
  • Joint Accountability
  • Social Proof

While the training is virtual - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on, so space is necessarily limited.

Learn more and sign-up today.


Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

Our 2-week Onboarding Training starts next Monday, 22-Apr, 2024. Onboarding is either when you set the customer up for long-term success... or plant the seeds of churn. A well-defined onboarding program leads to: Massive KPI Impact: A positive Onboarding experience is directly correlated with longer customer lifetimes, less contraction (revenue churn) at renewal, less overall churn, and more expansion (upsells). Faster Time to Value: A streamlined onboarding process allows customers to begin...

1 day ago • 1 min read

Our 2-week Advocacy Training starts next Monday, 22-Apr, 2024. Most Heads of CS see advocacy as the finish line (if they even think about it at all, honestly). The customer gives you a testimonial or leaves a review after they're received some value from your product and that's it. World-class Heads of CS understand that advocacy isn't the end game, but rather a continuous cycle—what we call the "Advocacy Flywheel." And World-class GTM and Revenue leaders understand that Advocacy fuels...

2 days ago • 1 min read

Two extremely popular and super-powerful 2-week intensive training programs at Impact Academy start on Monday, 22-April, 2024. Customer Onboarding - You'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Customer Advocacy - You'll learn to leverage the power of Social Proof by systematically getting customers to advocate for you. This isn't...

5 days ago • 1 min read
Share this post