You Need to Stop the Bleeding—Now
|
Those customers about to churn in Q1? Customer Success won’t save them. It’s too late for that. CS works when you set customers up for success from day one—through a seamless handoff from Sales, proper onboarding, and continuous engagement tied to their goals. That’s what leads to retention and drives LTV and NRR growth. But for whatever reason, that stuff didn't happen in 2024… and now Q1 2025 is here, and it’s going to be bad if you don't do something. Forget the ideal: you need urgent tactics that keep customers from leaving. You need to protect revenue—and possibly your job. I hate that we’re in this spot, but reality doesn’t care. Listen, I talk a lot about proactive, customer-centric growth. But in truth, I spend a huge chunk of my time helping companies save at-risk customers. I help them take this low-percentage play—last-minute saves—and turn it into something that works. On January 15, I’m hosting a Zoom workshop— two sessions covering most time zones —showing exactly how I do it. It’s not pretty, and you might hate it. But it works, and right now, you need it. Welcome to 2025. —Lincoln P.S. Got a team of 5 or more who should attend? Email me and let’s talk. .... |
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...