As I began my first forays into the realm of Customer Success, one name that kept coming up was Lincoln Murphy, Chief Customer Evangelist of Gainsight. I had the opportunity to speak with Lincoln about how the principles of customer success extend beyond our nostalgic view. What once consisted of Support taking calls from frustrated callers now reaches through all facets of organizations.

Check out our conversation below where Lincoln explains how weaving customer success through your new business development/account management strategy can future-proof your agency through the years to come.