The Daily Standup Do we need a rebrand? | Lincoln Murphy
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Mar 12, 2025 
Lincoln Murphy, a pioneer in customer success, shares his insights on the future of the field. He argues that the term 'customer success' may carry too much baggage. Murphy questions weak leadership's impact on potential growth and suggests the need for specialization. He discusses how marketing history can inform the evolution of customer success and emphasizes the importance of nurturing customer relationships for long-term value. The conversation challenges listeners to rethink traditional practices and consider the role of account management.
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Customer Success as a Growth Engine
- Customer success is often poorly positioned and not seen as the growth mechanism it should be.
- This is due to weak leadership, egos, and gatekeepers hindering its potential.
Distilling Customer Success
- Customer success is currently in a distillation phase, similar to large language models in AI.
- This phase involves cutting away unnecessary elements to focus on core values and efficiency.
Outdated Customer Success Practices
- Lincoln Murphy recounts a conversation with a CS leader at a well-known PLG SaaS company.
- The leader's outdated approach to customer success highlighted the lack of evolution and adaptation in the field.