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Customer-centric Growth by Lincoln Murphy
Growth-oriented Customer Success
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Customer Success & Growth Articles
- Customer Success: Defined (Winter 2023 Update)
- Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
- The Importance of Consistency in Customer Success Management
- The Real Reason Your Company Invests in Customer Success
- Customers Hate These 3 Things (and How to Avoid Them)
- The 5 Secrets of World-class Customer Success Managers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Eliminate Churn Forever in 5 Simple Steps
- Customer Success: The Lost Art of Churn Reason Analysis
- Customer Success: How to Quantify the Impact of Bad-fit Customers
- Designing a Sales-to-CSM Handoff that Actually Works
- What is a good SaaS Churn Rate?
- Customer Success: CSM Capacity Planning Guide & Calculator
- Achieve Exponential Growth by Focusing on CAC Efficiency
- TTFV as a Sales KPI to Drive Engagement and Expansion
- Time to First Value (TTFV) is a Customer Onboarding Goal
- Customer Onboarding: AHA! or WTF?
- Emotional Disconnect During Customer Onboarding
- Bad Sales Handoffs Cause Customers to Ghost During Onboarding
- How to Know if Customers are Actually Ghosting you
- Why Customers Ghost you
- The Basics of Customer Onboarding
- Success Potential: Real Customer Success Starts Here
- Account Expansion: How to Upsell Unsuccessful Customers
- Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
- Account Expansion: If You Want To Grow Fast, Do This…
- Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
- Customer Growth: The Difference between Sales and Expansion
- Introducing the BEAST Message Framework for Customer Engagement
- Introducing the Customer Engagement Communication Model
- Churn Classification Framework For Customer Success Management
- Customer Success and Sales: Why the Latter determines the Former
- Appropriate Experience is Required for Customer Success
- What Are The Best Customer Success KPIs?
- You Can’t Solve Upstream Problems Down Stream
- Customer Success is a Simple Concept (Don’t Overthink It)
- Customer Success can’t fit into Existing Frameworks
- Those aren’t Problems. Those are Customers!
- Customer Onboarding Success Secret: Don’t Overwhelm Customers
- A QBR is NOT Required for Customer Success
- Customer Success: The Importance of User or Customer Onboarding
- How to Define Roles in Customer Success Management
- Customer Success: High/Low/No Touch Customer Segmentation
- Customer Success: Incorporating High/Low/No Touch into Onboarding
- Customer Success: How to help Salespeople with Customer Segmentation
- Customer Success: Determining Which Customers on which to Focus
- Customer Success: Who Should Handle Upsells?
- Customer Success: How to Reset Mismanaged Expectations
- Customer Success: Customer Engagement Across the Entire Lifecycle
- Customer Success: Working with Customers that don’t like Technology
- Customer Success: How to Tell Customers What to Do
- How to Get Customers to Help Define Engagement Models
- Customer Success-driven Marketing: Targeting Offline Customers
- Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017
- The Process for Discovering your Customer’s Desired Outcome
- Customer Success: How to Close the Feedback Loop with…
- Customer Success and Upgrading Grandfathered Customers
- Customer Success in Early-stage Startups
- Drawing the Line between Customer Success and Support
- The Best Customer Success Management (CSM) Software
- Why Aligning Sales and Customer Success is Critical
- Customer Success and Charging Setup Fees
- The Biggest Customer Success Mistake (and How to Avoid it)
- Determining the Ideal Customer Success Organization Structure
- Customer Success in Two-sided Markets
- Customer Success: The Secret to Improving Customer Adoption
- Customer Success in a B2B2C (Partner / Value Chain) Scenario
- Customer Success: How to Monitor Customer Happiness
- Determining the Perfect Number of Customer Segments
- The Difference between Customer Success and Account Management
- The Secret to Defining Customer Success Coverage Models
- Lincoln Murphy Customer Success AMA Transcript and Video – May 5, 2017
- The 5 Fatal Flaws of most Customer Journey Maps
- The Cost of Bad-Fit Customers: How a Simple Sales Mistake Wiped Out $1.2M in Revenue Overnight
- Customer Success Goals: Cohorts, Metrics, and Prioritization
- Contents of an Awesome Customer Success Playbook
- Understanding Customer Success Management Compensation Models
- Determining the Number of Accounts per Customer Success Manager
- Customer Success-driven Growth: Rapid, Exponential, and Efficient
- Why You Can’t Offset Churn with Upsells
- 9 Things Customer Success is Not
- Customer Success Management: An Executive Overview
- Customer Success Management: The 8 Elements of this Valuable Business Function
- Logical Customer Segmentation: The Key to Scaling Customer Success
- Orchestrating Sales and Customer Success Alignment
- Success Potential: The Foundation of Customer Success
- Excuses and the Myth of Near-Zero Churn
- Success Vector – a Better Customer Health Score
- Don’t Mix SaaS Free Trial and Churn Metrics
- SaaS Free Trial Conversion Rate Benchmarks
- Churn is a Symptom, Not a Disease
- 7 Ways Customer Success drives Company Valuation
- Customer Success: The Difference between Stretch and Bad-Fit Customers
- Two Ways to Reduce SaaS Cancellations
- The Only Two Reasons Customers Churn
- You Have to Know why Your Customers Churn
- Use Customer Success to Reduce Credit Card Failures
- Upgrading Grandfathered Early Customers
- Pricing Strategy Framework for SaaS Startups
- Qualifying Leads in a SaaS Free Trial
- Customer Success and Logical Account Expansion
- Reasonable SaaS Free Trial Conversion Rate
- Acceptable Churn Rate for Small Accounts
- Success is Uncomfortable
- The Risk (and Opportunity) in Stealing Customers
- A Foolproof Way to Get Testimonials Without Asking for Them
- Success Milestones: The Path to the Customer’s Desired Outcome
- Customer Accountability: The Missing Piece in your Customer Success Strategy
- This Customer Acquisition Mistake Can Kill your Growth
- Stop Using these Anti-Customer Terms
- 7 Reasons to Optimize your SaaS Free Trial
- Desired Outcome is a Transformative Concept
- The Seeds of Churn are Planted Early
- 5 Situations When Massive Churn is Just Fine
- 5 Lesser-Known Ways Churn Hurts your Company
- Podcast: Getting Inside the Minds of Your SaaS Customers
- The Fiction that Friction Improves Customer Onboarding
- Customer Psychology and the Unexpected Power of Surveys
- How Social Proof Actually Works in Marketing
- Customer Success Starts at Sales Done Right
- Achieve Network Effect on a Smaller Scale
- Podcast: Customer Success is the Foundation of Your Success
- 3 Secrets of High-Converting SaaS Free Trials
- How To Get Sales To Help Test your Ideal Customer Profile
- Stick Point: When Your SaaS Customer is Truly a Customer
- Free Trials Do Not Devalue Your Enterprise SaaS
- 4 Undercover Ways to Hack Social for More Sales
- The Success Gap: A HUGE Opportunity You Haven’t Considered
- Your SaaS Metrics Are Wrong if You Include These Customers
- Active Users are a Vanity Metric
- CAC Strategy is the Key to Scaling your SaaS Company
- Let Your Customers Write Your Marketing Copy
- Exposed! A Top-Secret “Enterprise Pricing” Growth Hack
- The Only 3 Acceptable Pricing Page Discount Tactics
- Engaging at Scale: The Secret to Automating Personal Emails
- 5 Growth Hacks to Supercharge your Invite or Referral System
- The Myth of Unavoidable Churn
- The Secret to Successful Customer Onboarding
- 7 Sanity Checks for Sending Cold Email
- You’re Doing Annual Pre-Pay Renewals Wrong
- 10 Growth Hacking Lessons from Dodgeball
- Understanding Your Customer’s Desired Outcome
- How-to Avoid SaaS Free Trial Abuse
- SaaS Free Trial Extension Requests are a Bad Sign
- The Best SaaS Free Trial Length
- Ideal Customer Profile Framework
- 4 Sales Mistakes That Lead To High SaaS Churn
- SaaS Free Trial: Requiring a Credit Card is Shortsighted
- 3 Email Lead Capture Hacks to Get More Customers
- 5 Steps to Unstick Your User Onboarding Flow
- How-to Use SaaS Pricing Discounts to Grow Revenue
- Customer Development Hacks for SaaS Startups
- The Greatest Word of Mouth Follow-up Question… Ever!
- How to Get in Front of your Ideal Customers
- Email Marketing: How Vero Got a 450% Increase in Conversions
- Customer Success: 22 Ways To Reduce Churn With Growth Hacking
- Time Management for Startups: Quantify, Prioritize, and Automate
- The best way to grow your SaaS business
- Case Study: Growth Hacking Pre-Launch Revenue
- Freemium or Free Trial? There’s a Better Question
- WTF is a Growth Hacker, anyway?
- Predictions for Customer Success in 2014
- Autoresponders are Dead: 5 Types of Follow-up Emails
- SaaS Pricing Model: Mo’ Money, Mo’ Problems
- The Customer Acquisition Cost (CAC) Myth and Misguided Optimization
- 5 Rules for Successful Growth Hacking
- Use Partner Offers to Quickly Grow Your Business
- Growth Hack: Warm-Up Your Leads Before You Email Them
- When Customers Go Dark: Customer Success to fight the Zombies
- SaaS Customer Success: Best Practices for Unplanned Outages
- SaaS Pricing: Multi Currency Support
- How to Create an Affiliate Program for your SaaS
- SaaS Marketing: 21 Growth Hacks to Test Today
- SaaS Sales Funnel: Stop Optimizing for the Wrong Customers
- SaaS Freemium Customer Acquisition Costs
- No More Email from Your SaaS App? Introducing GMail Tabbed Inbox and Categories
- SaaS Marketing: Are you Lazy or Deliberate?
- SaaS Churn: Measure Revenue or Customer Retention?
- SaaS Marketing: Random Effort Yields Random Results
- SaaS Growth Hacking: An Interview with Lincoln Murphy
- Engagement is the key to lowering SaaS Churn
- SaaS Marketing: Rise of the Growth Copyists?
- SaaS Free Trial: Require a Credit Card to begin?
- Who’s your ideal customer?
- SaaS Customer Success: Eliminate ‘Dead Ends’ to Drive Engagement
- SaaS Customer Success: Start with Quick Wins
- SaaS Churn Threats: Identify and Retain At-Risk Customers
- SaaS Churn Rate Improvement: Monitor and Drive Engagement
- SaaS Churn Rate Reduction Starts with Attracting the Right Customers
- SaaS Churn Rate: Go Negative with Expansion Revenue
- SaaS Customer Onboarding: 3 Steps to a Successful Welcome Email
- SaaS Market Positioning: How to Compete in Crowded Markets
- SaaS Marketing Plan: 5 Ways to Get your App to Sell Itself
- Common Conversion Activities (CCA): SaaS Free Trial Metric
- 5 Rules for SaaS Email Marketing and Transactional Messages
- List of SaaS and Cloud Consultants and Analysts
- Growth Hacking: 43 Ways to Drive Traffic to your Website
- Beta Testing & Pricing: Examples (Video)
- Beta Testing & Pricing: A Hazardous Combination (Video)
- SaaS Marketing Plan: 100 Places to Promote Your App (Part 2)
- SaaS Marketing Plan: 100 Places to Promote Your App (Part 1)
- SaaS Conversion Rate Lies: 97% won’t become customers, anyway
- How to Develop your SaaS Pricing Model
- Pivot to Profit: Ditch Freemium and Start Making Money
- SaaS Customer Retention is the key to Long-term Profitability
- SaaS Churn kills Growth; Customer Retention is a Growth Accelerator
- SaaS Customer Retention Requires Ongoing Realization of Value
- Free Trials: Not just for Startups or toy Web Apps
- Why $1 Trials are a REALLY Bad Idea
- SaaS Pricing Model: How a 10x Price Increase lead to Happier Customers
- Free Trial Frustrations from a SaaS CEO
- SaaS Free Trial: How Self-Service fits with a High-Touch Sales Process
- Simply Offering a SaaS Free Trial Increases Conversions
- SaaS Free Trial: Your Customer Qualification Machine
- SaaS Free Trial Optimization: When to start?
- 7 Tips for Software Vendors Moving to the Cloud
- How to keep App-generated Email from Being Marked Spam
- SaaS Free Trial: Confused Minds Don’t Buy
- SaaS Free Trial Users are a Vanity Metric
- SaaS Pricing Page Design: Highest Price on the Left?
- SaaS Conversion Rate: A Simple Trick to DOUBLE Your Revenue
- SaaS Pricing Strategy: The 10x Rule
- Display a Phone Number to Increase Conversions?
- SaaS Affiliate Marketing: How-To Supercharge Your Growth
- 9 Ways to Instantly Improve Your PPC Results
- Why SaaS Free Trial Optimization is So Important
- SaaS Free Trial: The #1 Reason You Fail to Convert Customers
- Switch from a Reactive to Proactive SaaS Free Trial
- SaaS Free Trials: The Shorter the Better?
- SaaS Pricing Models Resource Guide
- SaaS Pricing: The Advanced Stuff
- SaaS Pricing: The Basics
- SaaS and Web Apps: Increase Your Free Trial Conversion Rate
- SaaS Free Trial Conversion Rate Optimization Resource Guide
- Where is Your Ideal Customer on the Awareness Ladder?
- What’s the biggest issue you’re dealing with right now?
- Your Signup Form is Hurting Your Free Trial Conversions!
- How to Offer Both Freemium and Free Trials
- SaaS Customer Retention: The Secret to Reducing your Churn Rate
- What’s Your Biggest Challenge in 2012?
- Average Free Trial Conversion Rates… and why they don’t matter
- What’s the Ideal SaaS Free Trial Length?
- Year-End Free Trial Conversion Ideas
- Freemium isn’t just for “Startups with Nothing to Lose”
- Classical Freemium Doesn’t Exist At Scale
- SaaS Free Trials: Common Problems with Sign-up Forms
- Focus on People, not Features, in 2012 (Happy Holidays!)
- The Free Trial Secrets of 100’s of SaaS vendors… just for you
- SaaS & Web Apps: Optimize Your Pricing Page for 2012
- SaaS Customer Success Experts Resource Guide
- SaaS Freemium Model Resource Guide
- The 7 Secrets to DOMINATING Your Free Trials
- Web App Pricing: How To Avoid the Commodity Trap
- Can You Answer These 15 Questions About Your Free Trial?
- Stop Obsessing About Your Competitors
- Competitor Pricing… Does It Matter?
- Price Objections are Value Objections
- Wait… You Actually WANT to Be Average?
- Offer a Free Trial of your Web App? Don’t EVER do this…
- The SECRET to $1M ARR in 6 Months is 9 Customers
- My EVIL Method to Reduce SaaS Churn
- SaaS Affiliate Marketing: Your Virtual Salesforce
- There are 7 Types of Freemium and Why That Matters…
- Why OfficeDrop Went Freemium… and how Mobile Apps forced their hand
- Copywriting for Geeks Author Marc-Andre Cournoyer Teaches You How to Sell Your App
- Assistly Marketing VP Tells You Why They Dropped Tiered Pricing and Picked Up Freemium
- Web App Sales Funnel: 2 Questions You MUST Answer
- SaaS Customer Success: Technology Will Fail, but Service Must Never
- SaaS Business Model Resource Guide
- SaaS Distribution and Promotion Resource Guide
- SaaS Pricing Model: Value Metrics Are Key
- SaaS Marketing – Web App Pricing Page Review: Salesforce.com
- Your Revenue Crutch is Killing Your SaaS Startup
- 37Signals Caught Treating SaaS Pricing Page like a Marketing Page
- SaaS Growth Hacking Experts Resource Guide
- SaaS Free Trial: Feature or Time-Limited?
- Web Apps use Customer Support to Increase Revenue
- Does Goldilocks Pricing Work for SaaS?
- As SaaS Matures, so will SaaS Pricing
- 5 SaaS Pricing Mistakes to Avoid
- SaaS Pricing: Please Learn From the Zendesk Fiasco
- Cloud Acquisitions Create New Opportunities
- SaaS Distribution: Time to Change the Channel
- SaaS, Web Apps, or Just ‘Apps’?
- SaaS Pricing: Commodity Metrics and the $240 GB
- SaaS Pricing: Versioning for Market Segments
- Free Trial Success Secret #7: The Four Phases of a Free Trial
- Free Trial Success Secret #6: Perfect Free Trial Length
- Free Trial Success Secret #5: Credit Cards are a Red Herring
- Free Trial Success Secret #4: Measure the Right Things
- Free Trial Success Secret #3: Stop Confusing Freemium and Free Trials
- Free Trial Success Secret #2: Get Your Product to Sell Itself
- Free Trial Success Secret #1: No More Evaluations
- 7 Secrets to Increasing Conversions
- [Replay] 7 Secrets to Increasing Conversions with Free Trials
- [Replay] 7 Secrets to Increasing Conversions with Free Trials
- SaaS Network Effect: Companies Should Exploit Aggregate Data
- SaaS Business Model – You Break It, You Buy It
- SaaS Business Model is About Rules, Not Exceptions
- SaaS Success Requires Dropping the Legacy Baggage
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