Lincoln Murphy's Recent LinkedIn Posts

Talking about AI the way I do is literally the most Customer Success thing I've ever said. But some people want me to just "focus on CS." Cool. Let's talk about CS. Customer Success exists to get customers to stay longer, buy more, and advocate for you. That's what drives higher NRR, LTV, and more efficient CAC. C…

We built five AI agents for Customer Success and we're giving them away for free. Not because we're feeling generous. Because if you can't see what's possible, you won't show up on Wednesday to our webinar ready to build something real. Here's what's in the repo: The Invisible Handoff -- briefs your CSM from the…

Every day someone posts about replacing their CS team with AI agents. And every day you feel a little more behind and overwhelmed. That feeling is the product. It's designed to keep you anxious enough to keep consuming and paralyzed enough to never actually build anything. Here's what's actually true: The technol…

Every day someone posts about replacing their CS team with AI agents. And every day you feel a little more behind and overwhelmed. That feeling is the product. It's designed to keep you anxious enough to keep consuming and paralyzed enough to never actually build anything. Here's what's actually true: The technol…

You think AI removes the humanity from Customer Success. Actually, it's how we scale it. But you have to do it right. Relying on your CSMs to catch every signal your customers drop is not a strategy. It's a hope. The offhand remark. The passing comment about new leadership. The thing a customer mentions because th…

I'm scared AI is going to ruin everything we've built. I was too. Then this happened... I had a hunch that we were spending more time trying to get our customers to do things they can't or don't want to do than it would take if we just did it for them. AI makes that possible. Which means, while SaaS stocks got des…