customer success-driven initial traction for startups - 2016 san pedro valley summit
TRANSCRIPT
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