Lincoln Murphy
Lincoln Murphy
Lincoln Murphy is a Customer Success Evangelist and is responsible for driving thought-leadership in the areas of Customer Success, retention, churn mitigation, and expansion revenue. Lincoln's passion is creating efficient engines of growth for SaaS (Software-as-a-Service) and Subscription Economy companies. Lincoln has worked with 300+ SaaS and enterprise software vendors migrating to SaaS - from SAP to Hubspot, and from Microsoft to Zendesk - to accelerate growth through Customer Success.
Customers Who Pay For Things They Don’t Use
Many people clicked over to my recent article titled "The Customer is NOT Always Right" because they thought they were going to disagree with...
Why Happy Customers Leave
We have to be clear on the distinction between "happy" and "successful" when it comes to our customers. Happy is a feeling, successful is quantifiable....
Your Product is a Means to an End
Your product is a means to an end, and that end is "success" for your customer. And that "end" changes across the lifecycle of a...
Your Customers Should Never Ask “Why’d you let me do that?”
Your customer has a desired outcome - they want to achieve something by using your product. That's "success" for them. It's that simple. But if...
It Starts with Lower-Case “customer success”
The other day I was asked something that I've never been asked before: "What's your philosophy around SaaS?" I wasn't sure what he was looking…