Lincoln Murphy

I invented Customer Success. Now I help companies collect the latent revenue sitting in their customer base. Co-author of the first book on CS.

[Lincoln Murphy @lincolnmurphy]

I'm giving away Five AI agents for Customer Success.

The Invisible Handoff
The Trust Radar
The Expansion Signal Detector
The Churn Risk Summarizer
The Earned Ask.

Registered for Wednesday's webinar? You get the repo Monday.

Not registered yet? WTF are you waiting for?

https://t.co/pp0xUJy8Gg

[Lincoln Murphy @lincolnmurphy]

When you open this app you immediately feel behind.

Everyone is replacing their teams with AI agents and agentic workflows.

Of course, that's just performative agentmaxxing. "Look what I built that may work in theory." Cool, bro.

Want to know how Agentic Workflows are actually working in real Customer Success orgs right now?

Join @lewythompson and me next Wednesday...

https://t.co/pp0xUJxAQI

[Lincoln Murphy @lincolnmurphy]

performative agentmaxxing

[Lincoln Murphy @lincolnmurphy]

@lewythompson and I are doing a free introduction to Agentic Workflows for Customer Success on March 25 at 12pm Eastern.

Not theory. Real workflows we built that simply weren't possible before AI.

Sign-up here: https://t.co/FW5mCveVnB

[Lincoln Murphy @lincolnmurphy]

You think AI removes the humanity from Customer Success.

Actually, it's how we scale it.

But you have to do it right.

[Lincoln Murphy @lincolnmurphy]

Done right, agentic workflows mean your CSMs show up to every conversation with more context, more bandwidth, more capacity to go deeper.

Not with fewer customers. With more.

Not at the cost of the relationship. Because of it. Your humans are the moat.

AI is how you scale them.

[Lincoln Murphy @lincolnmurphy]

Customer Success is at a crossroads. Again.

Economy slows down. Cut CS.
AI arrives. Replace CS with agents.
In March 2026, we've got both.

There's a better response than defend and justify and worry. Next-level your org and ops.

Intro to Agentic Workflows for Customer Success

March 25, 2026 - 12PM Eastern.

https://t.co/pp0xUJxAQI

[Lincoln Murphy @lincolnmurphy]

I wrote a bot that joins Zoom calls and tells the CSM if the customer is trying to manipulate them.

[Lincoln Murphy @lincolnmurphy]

If you spent as much time on achieving the outcome you want to achieve as you do complaining that you don't have it, making excuses for why you can't get there, and blaming everyone and everything else for your lack of success... you'd have that outcome and so much more.

[Lincoln Murphy @lincolnmurphy]

You wonder why customers fixate on certain metrics, output, results, or even features when those aren't important.

But you're the one putting those in front of them. And they think you know what you're doing. So they assume it's important.

[Lincoln Murphy @lincolnmurphy]

The best performing cold email is the one that leads to paying customers.

You can generate a lot of positive replies by offering to do free work. Oh, you'll make it up in volume. Got it.

[Lincoln Murphy @lincolnmurphy]

Cold email that's super-targeted, enters the conversation already taking place in their mind, and simply works to get them to continue that conversation with you, is much warmer than you think.

[Lincoln Murphy @lincolnmurphy]

Cold email in 2026 is not a volume game. It's a precision game.

Volume is what you do when you don't have confidence in the targeting and the message. It's spray and pray with extra steps.

[Lincoln Murphy @lincolnmurphy]

Hoperationalizing: When you run your company based on vibes and positive thoughts

[Lincoln Murphy @lincolnmurphy]

A client told us on his first call that he'd been burned by outreach providers before.

His fear of being burned again led him to take control.

He declined our scripts and wrote his own. They were awful. Destined to fail.

We warned him. He insisted.

Zero replies.

Now he's been "burned" again. Just like he feared.

Sometimes the thing we're most afraid of is the thing we end up running toward.

[Lincoln Murphy @lincolnmurphy]

Just to close the loop on this; the dude is now CRUSHING it because we talked him into running campaigns in the "off season."

[Lincoln Murphy @lincolnmurphy]

Sometimes we have to push our customers out of their comfort zone.

What's in their best interest is not always the easiest path.

We had a customer at @ListKitio that wanted to only run outbound cold email campaigns a couple of times per year because their business is seasonal. They sell fundraising products to schools.

Now, forget for a minute the (very real) operational overhead and potential downsides related to starting and stopping sending cold email.

If we're here to guide this customer strategically, then we need to call out the fact that they're leaving massive money on the table by treating lead gen as seasonal.

Their fulfillment might be seasonal, but their demand generation shouldn't be.

Think about it: If schools only run candy fundraisers in August, December, and March, then...

In June/July you're building demand and booking commitments for August

In September/October you're following up with August customers AND warming up December prospects

In January/February you're following up with December customers AND booking March

In April/May you're following up with March customers AND already locking in August for next year

There is no off-season.

There's just different parts of the demand gen flywheel.

Stack that on top of using our killer AI database search to expand their geographic reach and targeting entities other than schools that do fundraising and there's so much potential.

The solution was getting them on our DFY Managed plan where we build, run, and manage their campaigns for them. We work with them to build out this strategy and/or expand their reach, and then execute from there. They just work the warm leads the cold email campaigns generate all year long.

But, if they truly only want to send cold email at scale three months a year, ListKit probably isn't the right fit. They'd be better served by a one-off blast service, not a DFY infrastructure built for continuous pipeline.

We're not doing them any favors by pretending pause-and-restart is a viable strategy. It's like a gym letting you pause your membership every time you "feel fit enough" - you're enabling the exact behavior that prevents results.

We're solving for the customer's actual success this way. And sometimes success is uncomfortable.

[Lincoln Murphy @lincolnmurphy]

AI isn't the threat to your SaaS. How you use it is.

Today... live podcast: The NRR Battle 2026.

We'll talk about building moats and leveraging AI to make your SaaS even more valuable while your competitors are running scared.

We go live at 8 AM PST / 11 AM EST / 5 PM CET

https://t.co/n38Xbv2ZDi