Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017

On Friday May 19th, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below, along with the questions that were asked and my answers. Yep, if you don’t want to watch or listen, no problem! I got the entire AMA transcribed (and cleaned it up a bit for readability, added links, etc.) and posted that below. I answered 13 questions in great detail. Follow me on Facebook so you can find out the next time I do one.

Table of Contents

Here’s the list of questions I covered in this AMA:
  1. Should Sales or Customer Success handle Upsells?
  2. How do we help our salespeople with Customer Segmentation?
  3. How to incorporate High/Low/No Touch into Onboarding?
  4. How do I target my customers when they’re not online?
  5. What if our customers don’t like technology?
  6. What’s the best way to define roles?
  7. Continue reading "Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

How to Define Roles in Customer Success Management

Most companies just getting into Customer Success start by defining roles (well, one… Customer Success Manager), then they try to figure out the size of the “book of business” the CSM should handle, etc. That’s wrong. But I won’t leave you hanging! Nope, I’ll tell you the correct way to define roles in a Customer Success Management organization. Hint… it all starts with proper Customer Segmentation For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

What’s the best way to define Customer Success Management roles?

So the question is about the best way to define roles for sales, account managers and CSMs in relation to the client. Should there be a defined hand off for each?  So sales,
Continue reading "How to Define Roles in Customer Success Management"

Customer Success: High/Low/No Touch Customer Segmentation

The traditional Customer Success method of simply looking at what a customer pays us and giving them a particular level of ‘touch’ is old and outdated. It’s time to logically segment customers based on Appropriate Experience (AX). For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How to implement High/Low/No-touch Segmentation?

Do other companies segment their customers between high touch/low touch, and if so, what is their criteria? It’s funny when I talk to a company about their Customer Success, I can almost always tell where they learned about Customer Success. And it’s usually a software vendor that they’ve learned from. And you can tell based on the language they use which one it is. And a
Continue reading "Customer Success: High/Low/No Touch Customer Segmentation"

Customer Success: Incorporating High/Low/No Touch into Onboarding

Proper Customer Onboarding isn’t done to prevent churn; it’s done to ensure the customer achieves their Desired Outcome. Retention comes from that. But what is “proper” customer onboarding? Let’s find out. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How to incorporate High/Low/No Touch into Onboarding?

So the question is “How do we handle, or, how do we incorporate the high/low no touch model into onboarding? And make sure we’re onboarding our most important customer?” This is another example of sort of an antiquated view of Customer Success. Customer Success is something that all customers get. The way that we interact with them, what we provide them, is part of their Appropriate Experience. If we have
Continue reading "Customer Success: Incorporating High/Low/No Touch into Onboarding"

Customer Success: How to help Salespeople with Customer Segmentation

The age-old issue of Customer Success and Sales alignment, only this time focused on segmentation. This is my attempt to definitively address this eternal quandary. For context, on Friday, May 19, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below and below that is the transcript (edited for better readability) that answers the question.

How do we help our salespeople with Customer Segmentation?

So the question is how do we help our salespeople do segmentation? And the other is sort of how do we segment customers internally? And so we can take care of our most important customers. Okay. I don’t understand why there’s this need to segment customers differently in sales, in marketing, and in Customer Success. It’s customer segmentation. It’s not departmental segmentation. This is not an inwardly-focused exercise. It usually is, unfortunately, but it should
Continue reading "Customer Success: How to help Salespeople with Customer Segmentation"