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. While Pods share some similarities between Sales and Customer Success, their core objectives and functionalities differ based on the […] The post Pods in Customer Success vs. Sales: A Side-by-Side Comparison appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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: The Core Concept of Customer Success Pods At its core, a pod is a cross-functional team […] The post The Role of Pods in CSM Coverage Models: The Evolving Landscape appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Pooled CSMs: Benefits, Challenges, and Requirements for Success appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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. While traditional approaches often relied on revenue-based customer segmentation, leading to inconsistent experiences and inefficiencies, AX prioritizes individual needs […] The post Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX) appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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. The Goal Discovery Framework for […] The post The Goal Discovery Framework for Customer Success Management appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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 […] The post Storytelling in Customer Success: Use the Power of Goal Discovery appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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.  While initial excitement can fuel product adoption, failing to […] The post Bridging the Engagement Gap: Keeping Customers Actively Invested appeared first on Customer-centric Growth by Lincoln Murphy ..read more

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