Lincoln Murphy, Growth Architect & Customer Success Strategist at 16 Ventures presented "Win by Design, not by Chance" on the Playbook Stage at SaaStock 2016 in Dublin on September 22nd, 2016
SaaStock is Europe’s premier Conference for B2B SaaS at RDS, Dublin Ireland in September 2017
9. Customer Success is NOT…
• Just a Department
• Customer Support
• Account
Management
• Happiness or
Delight
• Churn Mitigation
• Saving Customers
• “Checking in" with
customers
• Customer hand
holding
13. Customer Success Management
is the Orchestration, Operationalization,
Instrumentation, and Intervention
designed to ensure customers achieve
their ever-evolving Desired Outcome.
“
” - Lincoln Murphy
@lincolnmurphy
21. Revenue x Multiplier = Value
o Customer Lifetime Value (LTV)
o Customer Acquisition Cost (CAC)
o Net Revenue Retention (NRR)
o Total Addressable Market
o Talent Acquisition
o There’s
more!
@lincolnmurphy
Company Valuation
22. Year 1 Year 2 Year 3 Year 4 Year 5
80%
20%
Customer Lifetime Value
@lincolnmurphy
23. Year 1 Year 2 Year 3 Year 4 Year 5
> 95%
< 5%
Customer Lifetime Value
@lincolnmurphy
68. Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
Win by Design, Not by Chance