Customer Success-driven Growth

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

Customer Success Thought Leadership
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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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