You Need to Stop the Bleeding—Now
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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
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...