Customer Success-driven Growth

Lincoln Murphy's Marketing, Sales, and Customer Success Thought Leadership

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Free Trial Success Secret #3: Stop Confusing Freemium and Free Trials

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Another awesome article by Lincoln Murphy

Free Trial Success Secret #3: Stop Confusing Freemium and Free Trials

About Lincoln Murphy

I am a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker and have helped drive exponential growth across the entire customer lifecycle for more than 1000 companies worldwide I wrote the Customer Success book which you can buy at Amazon. If you need help growing your company or would like me to speak at your event, please contact me. Also, connect with me on LinkedIn or follow me on Twitter or Facebook.

You should read these articles, too…

  • 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)

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Library of Awesomeness

  • 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
  • Eliminate Churn Forever in 5 Simple Steps
  • Introducing the BEAST Message Framework for Customer Engagement
  • Introducing the Customer Engagement Communication Model
  • Churn Classification for Customer Success Management
  • Sales is Part of Customer Success
  • 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: The $1.2M Churn and Burn to Learn Mistake
  • Customer Success Goals: Cohorts, Metrics, and Prioritization
  • Contents of an Awesome Customer Success Playbook
  • Customer Success: The Definitive Guide 2018
  • 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
  • The 8 Elements of Customer Success Management
  • 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 – the KPI for Customer Success-driven Growth
  • 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
  • Stretch vs. 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 and the Path to Desired Outcome
  • Customer Accountability: Pushing Back to Drive Them Forward
  • 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
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