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  1. 28 apr.

    Churn Reason attached to customer record: “customer requested to cancel account” 🤦‍♂️

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  2. 20 apr.

    Onboarding: a functional trough of sadness

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  3. 23 mrt.

    I really enjoyed being a part of this podcast... always a good time with Stephan and really fun to talk about the amazing history and influence of Karl Gotch on Pro-Wrestling and MMA in Japan (and beyond).

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  4. 17 mrt.

    As restrictions are lifted, many services that thrived during the pandemic will see a spike in churn as companies return to “normal” operations. How you've positioned your products and services in your customers' minds will determine how much that affects you.

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  5. 16 mrt.

    backronym frameworks FTW! (Functional Training Workflow?)

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  6. 15 mrt.

    normalize commercial conversations

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  7. heeft geretweet
    12 mrt.

    I’m this week’s Guest International Teacher for ~ join me live on Zoom for a Dharma II practice 9-10:15a EST. Register:

    Deze collectie tonen
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  8. 12 mrt.

    What messaging is your competition using to steal your customers? That’s the messaging you should be using to ENGAGE your customers!

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  9. 11 mrt.

    Someone wandered into Customer Success in 2015, said some nonsense, then dipped… and you're out here living by the words they don't even remember saying.

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  10. 10 mrt.

    I’ve never seen “best practices” that are actually based on the best companies. You’re probably paying for meh practices.

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  11. 9 mrt.

    Mindset. The “set” part is the problem.

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  12. heeft geretweet
    25 feb.

    Is your Customer Education just a "product-focused afterthought"? A thought-provoking discussion with on to learn how pros can make smarter investments in Customer Education.

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  13. I LOVED being on this podcast. We talk Pro-Wrestling history, how Luta Livre in Brazil is Catch Wrestling, & how this has anything to do with Customer Success (it does!) Check it out at the link in his tweet or on Youtube:

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  14. Management and Leadership are not the same.

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  15. Feature-based 'stickiness' tends to lose its grip when those features don't actually help the customer get the results they're looking for.

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  16. “Value” is a subjective term. "I’m not getting value" is not provable one way or another. Get specific with your customers on their required results.

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  17. My episode of the Churn Hacking podcast just dropped and we covered some awesome stuff: Psychology, Leadership, why Customer Success matters, if CSMs should be commercial, and so much more (including Pro-Wrestling) Check it out here:

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  18. Focusing on the customer's "pain points" instead of their goals doesn't generally create the conditions - on their side and yours - that lead to growth.

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  19. This pandemic has forced even the least "tech savvy" people to level-up. Which means it's time to take "my customer's not tech-savvy" off your non-engagement excuse list.

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  20. Customer Success is when your customer achieves their Desired Outcome. Desired Outcome is the Customer's Required Result + Appropriate Experience. Simple but Powerful concepts.

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