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Revenue Summit 2017 - Put Your Customers In the Drivers Seat and Go Full Throttle on Growing Revenue

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On March 8, 2017 in San Francisco, California at the inagural Revenue Summit 2017, Lincoln Murphy gave the opening keynote on Day 2, kicking off the day with Customer Success-driven shot in the arm.

Customer Success-driven Growth is growth – upsells, cross-sells, customer advocacy, viral expansion, etc. – that occurs as part of the customer’s evolution and success. As customers succeed and evolve, their relationship with you should evolve and grow as well.

Published in: Business

Revenue Summit 2017 - Put Your Customers In the Drivers Seat and Go Full Throttle on Growing Revenue

  1. 1. International Women’s Day #WOCinTech
  2. 2. Lincoln Murphy @lincolnmurphy lincoln@lincolnmurphy.com
  3. 3. Where is my PASSION?
  4. 4. As a customer, I want my life to SUCK LESS!
  5. 5. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy
  6. 6. Then why do you leave those four things to chance?
  7. 7. In fact, there’s a really strong possibility that you aren’t just not doing anything to make sure t
  8. 8. You’re the VICTIM
 of your customers
  9. 9. It’s All Your FAULT!
  10. 10. But you Can CHANGE!
  11. 11. – Michael Josephson “You don’t have to be SICK to get BETTER.”
  12. 12. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy
  13. 13. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy
  14. 14. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy
  15. 15. Interactions Start EARLY
  16. 16. “The seeds ! of churn are ! planted early” ! – Lincoln Murphy! @lincolnmurphy!
  17. 17. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” -  Lincoln Murphy @lincolnmurphy
  18. 18. Required Outcome Appropriate Experience Desired Outcome WHAT your customer needs to achieve HOW they need to achieve it@lincolnmurphy
  19. 19. Customer Success Management is the process of moving the customer toward their ever-evolving Desired Outcome. “ ” -  Lincoln Murphy @lincolnmurphy
  20. 20. Customer SUCCESS- driven Growth
  21. 21. As customers SUCCEED and EVOLVE…
  22. 22. …their relationship with us should EVOLVE and GROW
  23. 23. But none of that maJers if you’re bringing in bad-fit customers.
  24. 24. stretch customers
  25. 25. @lincolnmurphy Technical Fit Functional Fit Competence Fit Success Potential is… Experience Fit Cultural Fit
  26. 26. Churn is the SYMPTOM of an Underlying Disease @lincolnmurphy
  27. 27. We develop an Ideal Customer Profile and then find other types of custome
  28. 28. You’re sPll missing a big piece of the puzzle
  29. 29. Stop Acquiring BAD FIT Customers
  30. 30. Acquire customers with
 SUCCESS POTENTIAL
  31. 31. So,… what have you been doing this whole Pme, then? Hmm…
  32. 32. @lincolnmurphy Technical Fit Functional Fit Competence Fit Success Potential is… Experience Fit Cultural Fit
  33. 33. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy
  34. 34. It’s Not
 SUCCESS GUARANTEED @lincolnmurphy
  35. 35. Customer Success Management @lincolnmurphy
  36. 36. ARBITRARY
 Time Box @lincolnmurphy
  37. 37. RENEWAL & EXPANSION are part of the Customer’s SUCCESS @lincolnmurphy
  38. 38. Orchestration + Logical Intervention + Appropriate Offers = Effortless Upselling @lincolnmurphy
  39. 39. If you have Customer Success PracPPoners that don’t want to discuss upsel
  40. 40. Here’s the SECRET…
  41. 41. This ALL applies to SALES & MARKETING @lincolnmurphy
  42. 42. Required Outcome Appropriate Experience Desired Outcome WHAT your customer needs to achieve HOW they need to achieve it@lincolnmurphy
  43. 43. “Enter the conversation already taking place in your customer’s mind.” – Robert Collier
  44. 44. c. 1937 “Enter the conversation already taking place in your customer’s mind.” – Robert Collier
  45. 45. Their Desired Outcome
  46. 46. The topic of the conversation in their mind Their Desired Outcome @lincolnmurphy
  47. 47. Sales Marketing Customer Success Operationalized Enrichment @lincolnmurphy
  48. 48. Of course, then you have to actually do what you said you'd do in the sales
  49. 49. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy
  50. 50. Of course, then you have to actually do what you said you'd do in the sales
  51. 51. Make your CUSTOMERS
 powerful!
  52. 52. They’ll make YOU powerful!
  53. 53. Thank You!
 @lincolnmurphy lincoln@lincolnmurphy.com
  54. 54. Awesome! Thanks for your attention. Learn more about me at http://sixteenventures.com And contact me via lincoln@lincolnmurphy.com @LincolnMurphy Put Your Customers In the Drivers Seat and Go Full Throttle on Growing Revenue

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