As you can probably imagine, I’m asked all the time what the best Customer Success KPIs are. What metrics should you use to know if your Customer Success initiative is working. Here’s the deal. I’m not an analyst… I’m a consultant. Companies hire me to help them rapidly acquire good-fit customers, keep those customers longer, […]
Archives for December 2017
You Can’t Solve Upstream Problems Down Stream
Article by Lincoln Murphy
When it comes to Customer Success, I’ve seen a lot of things. I’ve seen what works (and what works REALLY works… it’s amazing). Unfortunately, I’ve also seen what doesn’t work. A lot. In 2017 I heard “Customer Success doesn’t work” way more than I ever expected. The main reason I saw for Customer Success “not […]
Customer Success is a Simple Concept (Don’t Overthink It)
Article by Lincoln Murphy
Customer Success is a very simple concept that you’ll really want to overthink. Resist the urge. The beauty of this concept is in its simplicity. Implementation is another story, though. But the concept is simple. My definition of Customer Success has evolved as my understanding of Customer Success has evolved. The definition of Customer Success […]
Customer Success can’t fit into Existing Frameworks
Article by Lincoln Murphy
I’ve been battling more and more misconceptions when it comes to Customer Success than the fewer that I expected. I assumed as Customer Success became more well-received, moved more into the mainstream, and simply became more common that we’d all agree more on things… not less. I was wrong. I was WAY wrong.
