Lincoln Murphy

Lincoln Murphy, a world-renowned growth architect and early advocate of Customer Success, shares invaluable insights on aligning customer needs with desired outcomes. He emphasizes three key questions to uncover goals and advocates for joint accountability to empower both customers and service providers. Lincoln also discusses the evolution of Customer Success literature and the shift from focusing on product usage to delivering meaningful outcomes. His actionable advice is a game-changer for both individual contributors and early-career customer success managers.

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.