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Lincoln Murphy

I invented Customer Success

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fix your customer onboarding

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

Our 2-week Retention training and certificate program starts this Monday, April 8, 2024. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the word. Our Impact Academy programs are a...

12 days ago • 1 min read

Our 2-week Retention training and certificate program starts this Monday, April 8, 2024. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the word. Our Impact Academy programs are a...

16 days ago • 1 min read

"I brought Lincoln in to improve retention. But he transformed our entire business" - Gary Pica, Founder of TruMethods They were already successful. But, they brought me in as a force multiplier. I helped them reach their objectives faster, more efficiently, and with greater impact. I've done the same for countless companies around the world (Canva, Insightly, Kajabi, GetResponse, etc.) and I'd love to help you too. Interested? Reply with a quick intro about you and your company, your goals...

about 1 month ago • 1 min read

The other day I posted an article where I said if you don't know (and stay continuously aligned on) your customers' goals, you're definitely doing something... it's just not Customer Success. This, as you might imagine, is controversial to some. But check it out for yourself and tell me where the lie is. Have a great weekend! ~ Lincoln BTW: We have two training programs starting this Monday, 4-March, that both deal with Goal Discovery and Continuous Alignment at scale. If you have customers...

about 2 months ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March. In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years. Listen to this week's episode here (or on Spotify, Apple, or Youtube). We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and...

about 2 months ago • 1 min read

I'm super-excited to share that our newest training program at Impact Academy starts next Monday, 4-March, 2024 and it's all about Customer-centric Automations. Call it what you like - Digital CS , Tech Touch, Scale Motion - but the idea of leveraging technology and automations to improve CS efficiency has never been more timely. But you have to do it right. That's why we created this course for CS pros - from Heads of CS and CSMs, to Ops and Enablement. Learn more about the program and...

about 2 months ago • 1 min read

Our 2-week virtual Success Plan training and certificate program starts next Monday, March 4, 2024. This program for CSMs is all about working with customers in the "ongoing" phase of the lifecycle; you know, after Onboarding and Adoption but before Renewal This is the lifecycle phase where momentum is generally lost, engagement suffers, and customers often operate without direction. This can lead to churn, but more often leads to contraction at renewal (revenue churn) and definitely keeps...

about 2 months ago • 1 min read
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