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

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On November 10, 2016, in Belo Horizonte, Brazil, at the 2016 San Pedro Valley Summit, Lincoln Murphy gave a keynote presentation on Customer Success-driven Initial Traction for Startups.

Using the true definition of Customer Success as the backdrop for initial traction for very early-stage Startups is something few people talk about. But this presentation showed exactly why you should do this and how to make it work.

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

  1. 1. Customer Success-driven Initial Traction Hello, my name is Lincoln Murphy I’m excited to be presenting at: @LincolnMurphy
  2. 2. The Early Adopter MYTH
  3. 3. The biggest barrier to progress is NOT being DELIBERATE.
  4. 4. Deliberate is doing something CONSCIOUSLY and INTENTIONALLY
  5. 5. Don’t throw stuff at the wall to see WHAT STICKS
  6. 6. Avoid SLOPPY GROWTH
  7. 7. Grow BECAUSE of your effort, not 
 IN SPITE of it
  8. 8. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy
  9. 9. Customer Success is a GROWTH ENGINE
  10. 10. Customer SUCCESS- driven Growth
  11. 11. As customers SUCCEED and EVOLVE…
  12. 12. …their relationship with us should EVOLVE and GROW
  13. 13. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy
  14. 14. Interactions Start EARLY
  15. 15. “The seeds ! of churn are ! planted early” ! – Lincoln Murphy! @lincolnmurphy!
  16. 16. ü Ready ü Willing ü Able ü Acquisition Efficiency ü Ascension Potential ü Advocacy Potential IDEAL CUSTOMER PROFILE
  17. 17. Don’t CHURN & BURN to LEARN!
  18. 18. Don’t Acquire BAD FIT Customers
  19. 19. Acquire customers with
 SUCCESS POTENTIAL
  20. 20. Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit @lincolnmurphy
  21. 21. Churn is the SYMPTOM of an Underlying Disease
  22. 22. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy
  23. 23. Required Outcome Appropriate Experience Desired Outcome WHAT your customer needs to achieve HOW they need to achieve it@lincolnmurphy
  24. 24. Customer Characteris9cs Method Customer (segment) Desired Outcome @lincolnmurphy Required Outcome Appropriate Experience
  25. 25. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy
  26. 26. Enter the conversation ALREADY taking place in your prospect’s mind
  27. 27. Their Desired Outcome
  28. 28. The topic of the conversation in their mind Their Desired Outcome
  29. 29. LOGICAL EXPANSION MODEL LOWER BARRIERS OPTIMIZE VALUE DELIVERY Deliberate Growth Model
  30. 30. EXPANSION is part of the Customer’s SUCCESS
  31. 31. Your success is DIRECTLY tied to their success
  32. 32. Customer. SUCCESS.
  33. 33. When your CUSTOMERS Succeed...
  34. 34. YOU Succeed!
  35. 35. Thank You!
 @lincolnmurphy lincoln@lincolnmurphy.com
  36. 36. Awesome! Thanks for your attention. Learn more about me at http://sixteenventures.com And contact me via lincoln@lincolnmurphy.com @LincolnMurphy Customer Success-driven Initial Traction

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