profile

Lincoln Murphy

I invented Customer Success

Featured Post

Customer says they'll leave if no discount

One of our podcast listeners asked, "One of my least favorite things is to deal with customers that are really pushy and want to negotiate discounts. I've had several customers now threatening to cancel unless they get a better deal at renewal. Help me here. What should I do?” This is a tough...
Read now
2 days ago • 1 min read

Avoid the chaos of superuser turnover

One of our podcast listeners asked, "One of our superusers is doing a great job, but is going unnoticed by her colleagues and her manager. I'm worried that she will leave and that everyone will be worse off. Can I do something here?” This is a really interesting question that speaks to the...
9 days ago • 1 min read

When your main point of contact leaves

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...
16 days ago • 1 min read

[ChatGPT Course] easily add training data

Training ChatGPT is required to get the output you're looking for. But training ChatGPT is a pain. You have to manually open, copy, and paste the contents of text files into the chat interface. So over the weekend I built a browser extension to make training ChatGPT WAY faster. And I built it...
18 days ago • 1 min read

This elevates your ChatGPT game (cool)

Training ChatGPT is required to get the output you're looking for. But training ChatGPT is a pain. You have to manually open, copy, and paste the contents of text files into the chat interface. So over the weekend I built a browser extension to make training ChatGPT WAY faster. And I built it...
18 days ago • 1 min read

Google Bard vs. ChatGPT (writing emails)

Big AI news from Google this week. Their ChatGPT competitor, Bard, is now available for everyone (or will be soon). I've been testing the prompts and methods from our Prompt Engineering for Customer Success course in Bard and... it's interesting. Here's the video of my first impressions of...
21 days ago • 1 min read

Objection! (how to break through)

Sometimes (quite often) customers get in their own way. You ask them to do something that will help them achieve their goal and they refuse. Wait, why? It's for their own good?!? Luckily, there's a simple and powerful way to break through these customer objections. Even more lucky? Johan and I...
23 days ago • 1 min read

Turn CSMs into salespeople (no, don't)

Someone asked, “I'm building a new CS team. Who should be doing the upgrade, Customer Success or Sales?” Oooh... this is one of my favorite topics (as you know if you follow me on LinkedIn). I believe that CS should be a growth mechanism in your company. CS should be a (the?) significant...
29 days ago • 1 min read

ChatGPT a required CS skill? (yes, soon)

I believe Prompt Engineering - how you engage with AI like ChatGPT - will be a required skill across all Customer Success roles by the end of 2023. There. I said it. So, however you do it - with our course or on your own - learn Prompt Engineering. I can't stress that enough. Now, if you want to...
about 1 month ago • 1 min read

High / Low / Tech touch is outdated (do this)

Someone asked, “I'm looking to move more accounts that are not paying us enough to a low touch motion. Any suggestions on how to do that?” There's A LOT to unpack in that question. And Johan and I did just that - in great detail - in this week's episode of our Impact Weekly podcast that just...
about 1 month ago • 1 min read
Share this page
Built with ConvertKit