Customer Success-driven Initial Traction for Startups - 2016 San Pedro Valley Summit

Customer Success-driven Initial Traction

Hello, my name is Lincoln Murphy I’m excited to be presenting at:

@LincolnMurphy

The Early Adopter�MYTH

The biggest barrier to progress is NOT being

DELIBERATE.

Deliberate is doing something

CONSCIOUSLY and INTENTIONALLY

Don’t throw stuff at the wall to see WHAT STICKS

Avoid�SLOPPY GROWTH

Grow BECAUSE of your effort, not IN SPITE of it

Desired Outcome Customer Success is when customers achieve their

interactions through with your companytheir

“”-  Lincoln Murphy

@lincolnmurphy

Customer Success is a GROWTH

ENGINE

Customer SUCCESS-

driven Growth

As customers SUCCEED and

EVOLVE…

…their relationship�with us should �

EVOLVE and GROW

Desired Outcome Customer Success is when customers achieve their

interactions through with your companytheir

“”-  Lincoln Murphy

@lincolnmurphy

Interactions Start�

EARLY

“The seeds !of churn are !planted early” !– Lincoln Murphy!@lincolnmurphy!

ü Readyü Willingü Ableü Acquisition Efficiencyü Ascension Potentialü Advocacy Potential

IDEALCUSTOMERPROFILE

Don’t CHURN & BURN to

LEARN!

Don’t Acquire�BAD FIT

Customers

Acquire customers with

SUCCESS POTENTIAL

Technical Fit

Functional Fit

Competence Fit

Experience Fit

Cultural Fit

@lincolnmurphy

Churn is the SYMPTOM of an Underlying Disease

Desired Outcome Customer Success is when customers achieve their

interactions through with your companytheir

“”-  Lincoln Murphy

@lincolnmurphy

RequiredOutcome

AppropriateExperience

Desired Outcome

WHAT your customer needs to achieve

HOW they need to achieve it@lincolnmurphy

CustomerCharacteris9cs

Method

Customer(segment)

Desired Outcome

@lincolnmurphy

RequiredOutcome

AppropriateExperience

Stay longer

Buy More

Expand Internally

Advocate Externally @lincolnmurphy

Enter the conversation ALREADY taking place in your prospect’s mind

Their Desired Outcome

The topic of the conversation in their mind

Their Desired Outcome

LOGICAL EXPANSION

MODEL

LOWER BARRIERS

OPTIMIZEVALUE

DELIVERY

Deliberate Growth Model

EXPANSION is part of the Customer’s

SUCCESS

Your success is DIRECTLY tied to

their success

Customer. SUCCESS.

When your CUSTOMERS

Succeed...

YOU Succeed!

Thank You!@lincolnmurphy�[email protected]

Awesome! Thanks for your attention.Learn more about me at http://sixteenventures.com

And contact me via [email protected]

@LincolnMurphy

Customer Success-driven Initial Traction