Most companies approach growth as a simple equation: acquire more customers, keep them happy, and hope they stay. But companies that truly scale don’t just retain customers—they grow them. Customer Lifetime Value (LTV) is the total revenue a customer generates while they remain your customer. If you want to increase LTV, you have two levers: […]
The True Cost of Meetings in Customer Success Management
November 3, 2024 Article by Lincoln Murphy
Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we fully understood the financial and strategic impact of meetings, we would likely conduct far fewer unproductive ones. There are three key types of costs associated with meetings: Direct Cost, Opportunity Cost, and Prioritization Cost. Understanding these […]
Meetings as a Customer Success Metric: The Misguided Path
November 3, 2024 Article by Lincoln Murphy
Meetings as a Value Metric:Too often, we mistakenly equate the number of meetings with the value we’re providing to the customer. The assumption is that more meetings equal more engagement, and thus more value. However, this approach is fundamentally flawed. Value isn’t derived from the frequency of meetings; it’s derived from the outcomes those meetings […]
No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework
September 12, 2024 Article by Lincoln Murphy
Why Understanding Customer Goals Is the Key to Real Customer Success They don’t like it when I say this. To paraphrase my wife’s yoga shirt about peace: No Goals, No Customer Success.Know Goals, Know Customer Success. It’s time to get real. But let’s revisit something first—the definition of Customer Success.
Revenue Roadblocks: How We’re Sabotaging Our Own Growth
August 7, 2024 Article by Lincoln Murphy
It’s Time to Get Out of Our Customers’ Way Ever tried to give someone your money, only to find yourself jumping through hoops to make it happen? Frustrating, isn’t it? Now flip the script: What if your customers are experiencing that same frustration with your company? What if, despite their willingness—even eagerness—to invest more in […]
Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth
July 7, 2024 Article by Lincoln Murphy
Maybe you need to not acquire those customers. I know—that might sound counterintuitive in a world where we’re often told that more customers equal more success. But the reality is, chasing every potential customer can be a costly mistake that hinders your growth, drains your resources, and even damages your brand reputation. Think about it: […]
Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success
June 11, 2024 Article by Lincoln Murphy
You’ve spent countless hours perfecting your product, confident that it will make a significant difference for your customers. You’ve set up trials to let potential users experience its value firsthand. But here’s a critical question: Could your trial strategy be unintentionally driving customers away? Picture this: A potential customer signs up for your trial, excited […]
From Transactions to Relationships: Unleashing Customer Potential with AX
May 5, 2024 Article by Lincoln Murphy
Imagine securing a new client who seems like the perfect fit for your product or service. The contract is signed, the initial transaction is completed, and everything appears promising. But as weeks turn into months, the client’s engagement dwindles. They barely use the product, seldom reach out for support, and renewal seems unlikely. What went […]
Renewal Psychology: From an Adversarial Process to a Celebration of Success
April 4, 2024 Article by Lincoln Murphy
Ever felt that knot in your stomach when it’s time to discuss contract renewals with a client? You’re not /alone. Renewals often carry an undeserved stigma—seen as adversarial negotiations rather than opportunities for mutual growth. But what if we could flip the script? What if renewals became a natural, even exciting, part of the customer […]
Pods in Customer Success vs. Sales: A Side-by-Side Comparison
March 18, 2024 Article by Lincoln Murphy
Pods, a collaborative team structure, have been around for several years but have become increasingly popular in both Customer Success (CS) and Sales, especially as the former has become even more efficiency-focused in the past year.
The Role of Pods in CSM Coverage Models: The Evolving Landscape
March 11, 2024 Article by Lincoln Murphy
The concept of “pods” in Customer Success Management (CSM) continues to evolve, offering a flexible approach to structuring CSM teams within an overall coverage model strategy. Here’s a breakdown of how pods can fit into your CSM coverage models:
Pooled CSMs: Benefits, Challenges, and Requirements for Success
March 11, 2024 Article by Lincoln Murphy
The concept of pooled CSMs, where a pool of CSMs manage a portfolio of customers without dedicated account ownership, has emerged as an alternative approach to CSM org design. Here’s a breakdown of the current thinking on pooled CSMs, including the key requirements for success. Potential Benefits of Pooled CSMs Potential Challenges of CSM Pools […]
Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
March 9, 2024 Article by Lincoln Murphy
There’s no such thing as a ‘tech-touch’ or ‘high-touch’ customer. There are only customers and their Appropriate Experience (AX). This is the modern take on Customer Success Management that leaders of world-class CS organizations operationalize around.
The Goal Discovery Framework for Customer Success Management
March 9, 2024 Article by Lincoln Murphy
In the realm of Customer Success (CS), understanding customer goals is the cornerstone of building meaningful relationships and driving long-term value. Traditional customer interactions often involve direct communication, allowing for immediate clarification of needs. As I’ say all the time: No Goals. No Customer Success. Know Goals. Know Customer Success.
Storytelling in Customer Success: Use the Power of Goal Discovery
March 9, 2024 Article by Lincoln Murphy
The Goal Discovery Framework is an invaluable tool for storytelling in customer success, enabling you to demonstrate value beyond the traditional focus on Return on Investment (ROI). By combining data, storytelling, and this framework, Customer Success Managers (CSMs) can effectively showcase the true value proposition of their product or service. Here’s how to apply the […]
Customer Success Scaling: Capacity Planning and Resource Allocation
March 9, 2024 Article by Lincoln Murphy
How many Customer Success Managers (CSMs) do you need? Here’s a tool – and the logic – to do Capacity Planning for your Customer Success organization.
Bridging the Engagement Gap: Keeping Customers Actively Invested
March 9, 2024 Article by Lincoln Murphy
Did you know that a significant portion of your customers, even those who seemingly appear satisfied, consider exploring alternatives before renewing their contracts? This statistic highlights a crucial reality in today’s competitive SaaS landscape: customer engagement is no longer a luxury, it’s a necessity for survival.
Build a Social Proof Machine: Consistently Generate Real Advocates at Scale
October 25, 2023 Article by Lincoln Murphy
As a Head of Customer Success, you’ve heard the benefits of advocacy. You get that it’s somehow the golden ticket—a game-changer that’s supposed to turn the business flywheel faster than ever. But somehow, the magic hasn’t happened for you. Your advocacy program is more of a flicker than a flame, and you’re wondering if the […]
The Untapped Potential of Social Proof through Earned Advocacy
October 19, 2023 Article by Lincoln Murphy
Hold on a second. You’re smart; you’ve got your finger on the pulse of Customer Success, and you’re up to your ears in metrics, strategies, and buzzwords. But let’s cut through the noise for a moment. If you’re not focusing on genuine, earned customer advocacy, you’re leaving an unparalleled opportunity on the table. You know […]
From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
October 12, 2023 Article by Lincoln Murphy
Customer Success isn’t a monolith; it’s a symphony of moving parts. Think of it as a well-oiled machine with gears both large and small. The larger gears—your customer-level KPIs—offer those broad-stroke indicators that often make you nod in satisfaction. “Yes, we’re on the right track,” they seem to say. Then there are the smaller, more […]
5 Outdated Email Tactics You Need to Abandon in 2024
October 8, 2023 Article by Lincoln Murphy
Whether you’re a Customer Success Manager (CSM), Sales Development Rep (SDR), or anyone tasked with engaging prospects or customers via email, you know all too well that sinking feeling. You craft an email, inject it with what you think are carefully tailored insights, and hit “send” with high hopes, only to be met with silence. […]
Every Department Must Recognize the Value of Customer Success
October 6, 2023 Article by Lincoln Murphy
Customer Success teams continually strive to advocate for their significance, often finding themselves undervalued by other departments. Heads of Customer Success are no strangers to this feeling, and while the importance of their roles is crystal clear to them, they sometimes feel isolated in this perspective. This sentiment isn’t a reflection of their desire to […]
Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
September 24, 2023 Article by Lincoln Murphy
Let’s get real. You’re swamped, your team is overwhelmed, and you’re juggling the constant demands of retaining customers while chasing that elusive long-term success. You’re in firefighting mode—again. You know you need to shift from a reactive approach to a proactive one. Deep down, you feel the urgency, but the ‘how’ eludes you. It’s like […]
Why High Usage Doesn’t Guarantee Customer Success
September 6, 2023 Article by Lincoln Murphy
You’re feeling pretty good about your customer engagement metrics. The data shows that users are logging in daily, clicking around, and seemingly making the most of your platform. But hold on. Your churn numbers are still concerning. Contraction at renewal is creeping up. And expansion is way lower than it should be. Something doesn’t add […]
Scaling Your Customer Success Team Without Losing Control
August 30, 2023 Article by Lincoln Murphy
You’ve built your Customer Success team from the ground up, and you’re rightfully proud of it. You’ve always had your hands on the steering wheel, ensuring smooth rides for your clients. But now your team is growing. The very thought of scaling conjures up fears of losing that intimate control you’ve had—over your team and […]
The Art and Science of Continuous Goal Alignment in Customer Success
August 23, 2023 Article by Lincoln Murphy
Every Customer Success Manager (CSM) and Head of Customer Success has felt it at some point: the nagging sense that although Goal Discovery is essential, something is missing in the process of keeping those goals continually aligned. You know it’s important, but somehow staying in-sync with your customer’s evolving goals seems elusive. Perhaps it’s the […]
Goal Discovery: The Essential Task You Never Had Time for (Until Now!)
August 16, 2023 Article by Lincoln Murphy
You get it; Goal Discovery is essential. It’s not just another buzzword or a fleeting trend in Customer Success. It’s the foundation of everything we aim to accomplish with our clients. But here’s where the frustration mounts: you have clients to manage, meetings to attend, fires to put out, and an inbox that never seems […]
Aligning Customer Success and Sales: Bridging the Great Divide
August 9, 2023 Article by Lincoln Murphy
You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?”. But perhaps we’re addressing this from […]
Motivating Action: The Hard Truth of Driving Customer Engagement
August 2, 2023 Article by Lincoln Murphy
Every Customer Success Manager (CSM) knows the struggle: you have an incredible product that can truly enhance the work of your customers, but they resist. They feel overwhelmed, underprepared, or simply unwilling to take on the new responsibilities that come with implementing your product. Sound familiar? Then buckle up. We’re going to unpack the challenges […]
Customer Retention: Proactive, Reactive, and At-Risk Analysis
July 31, 2023 Article by Lincoln Murphy
How often have you found yourself scrambling at the last minute to save an at-risk account, pouring time and resources into what could often be a losing battle? You’re not alone. Many Customer Success Managers (CSMs) fall into the trap of reactive retention. It feels like part of the job, right? The truth is, there’s […]
Navigating Partner Success in a Multi-Channel World
July 26, 2023 Article by Lincoln Murphy
Customer Success Management (CSM) is challenging enough when you’re dealing with direct customer relationships. But when partners are brought into the picture, it adds a whole new layer of complexity to the process. As CSMs, how can we navigate the intricacies of partner success in a multi-channel landscape? That’s the question we will answer today, […]
Unlocking Potential: How to Allocate Customers to CSMs
July 20, 2023 Article by Lincoln Murphy
Any seasoned leader in Customer Success knows that balancing the right resources and setting the proper groundwork is crucial to effective customer management. As a newly appointed head of Customer Success, you might be asking yourself, “What should I consider when allocating customers to my CSMs?” While seemingly straightforward, there are many layers to this […]
AX-Based Coverage Segments: Customer Success Evolved
July 17, 2023 Article by Lincoln Murphy
The only universal truth in Customer Success is that it’s always evolving. If you’re using the strategies and tactics popular even 3 years ago, you’re being left behind. The more contact our ideas, frameworks, and methodologies have with customers, the more we learn, and the more things need to evolve. And over the past few […]
RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
July 13, 2023 Article by Lincoln Murphy
The essence of successful business lies in the ability to unlock consistent, efficient growth. But amidst the pressures of targets, competition, and shifting market dynamics, the struggle to optimize revenue operations and foster seamless alignment between Sales, Customer Success, and Marketing can feel like an uphill battle. If you’ve been juggling these challenges, feeling the […]
Redefining Email Engagement: New Metrics for a New Era (2024)
July 13, 2023 Article by Lincoln Murphy
Are you tired of sending emails that are lost in the void, never to be seen or acted upon? Emails meant to drive essential action from your customers or prospects – only to receive nothing but silence in return. You’re not alone. For Customer Success Managers (CSMs), Sales Development Reps (SDRs), and those in Enablement […]
Understand, Classify, and Effectively Analyze Churn
June 22, 2023 Article by Lincoln Murphy
Understanding customer churn can be one of the most challenging, yet essential elements for the success of any SaaS business. Knowing why customers leave, how to anticipate these departures, and ultimately, how to prevent them, can make the difference between a business that thrives and one that merely survives. In this blog post, we delve […]
Customer Negotiation: Discounts, Retention, and Value
May 31, 2023 Article by Lincoln Murphy
Are your customers frequently requesting discounts? Are you left wondering if reducing your prices is the only way to retain their business? If you’re a Customer Success Manager (CSM) or a Head of Customer Success, you’ve undoubtedly encountered these dilemmas. Fear not; there’s much more to customer negotiations than yielding to price reduction demands. This […]
The Art of Objection Handling in Customer Success
May 11, 2023 Article by Lincoln Murphy
Imagine this: You’re all set for a critical meeting with a customer, the agenda is clear, and you’re brimming with solutions. But the customer postpones. Or worse, they decline the meeting altogether. It’s not an uncommon scenario in the world of customer success. But what if we told you that this roadblock could be transformed […]
Driving Exponential Growth: The Art of Selling to Existing Customers
May 4, 2023 Article by Lincoln Murphy
In the rapidly evolving business world, the focus is often skewed towards acquiring new customers. However, the real magic happens when we tap into the potential of our existing customer base. Welcome to the realm of ‘Selling to Existing Customers,’ an arena that has the power to catapult your business towards exponential growth, if maneuvered […]
NRR Panic: The Rollercoaster Ride You Never Saw Coming
April 26, 2023 Article by Lincoln Murphy
NRR is tanking. The “North Star” is falling! Time to panic? Yes. Unless you understand what’s really going on. NRR Defined Net Revenue Retention – NRR – is the percentage of revenue retained from existing customers in a defined time period, including Expansion, Contraction, and Churn. Also called Net Dollar Retention or NDR. When NRR […]
