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 […] The post The Untapped Potential of Social Proof through Earned Advocacy appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Aligning Customer Success and Sales: Bridging the Great Divide appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Every Department Must Recognize the Value of Customer Success appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Why High Usage Doesn’t Guarantee Customer Success appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 post Scaling Your Customer Success Team Without Losing Control appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post The Art and Science of Continuous Goal Alignment in Customer Success appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Goal Discovery: The Essential Task You Never Had Time for (Until Now!) appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Aligning Customer Success and Sales: Bridging the Great Divide appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Motivating Action: The Hard Truth of Driving Customer Engagement appeared first on Customer-centric Growth by Lincoln Murphy ..read more