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Success Potential:
The FOUNDATION
of Customer Success
Avoid
BAD FIT
Customers
Acquire
customers with

SUCCESS
POTENTIAL
Success
Potential is not
LIMITING...
Success
Potential is
FOCUSING
Total	
Addressable	
Market	
AM	w/	
Success	
Poten6al	
Today
Success Potential FOCUS
@lincolnmurphy	h8p://sixteenventures.c...
Total	
Addressable	
Market	
AM	w/	Success	
Poten6al	
6 months later
Success Potential FOCUS
@lincolnmurphy	h8p://sixteenve...
Total	
Addressable	
Market	
AM	w/	Success	Poten6al	
18 months later
Success Potential FOCUS
@lincolnmurphy	h8p://sixteenve...
Total	
Addressable	
Market	
AM	w/	
Success	
Poten6al	
Today
NO Success Potential FOCUS
@lincolnmurphy	h8p://sixteenventure...
Total		
Addressable		
Market	
6 months later
AM	w/	Success	
Poten6al	
Churned	&	
Burned	
NO Success Potential FOCUS
@linco...
TAM	
18 months later
AM	w/	Success	Poten6al	 Churned	&	Burned	
NO Success Potential FOCUS
@lincolnmurphy	h8p://sixteenvent...
Success Potential figures into….
•  Expected vs. Unexpected Churn
•  Avoidable vs. Unavoidable Churn
•  Internal Responsibi...
@lincolnmurphy	
Technical Fit
Functional Fit
Competence Fit
Success Potential is…
Experience Fit
Cultural Fit
Resource Fit
It’s Not

SUCCESS
GUARANTEED
@lincolnmurphy
@lincolnmurphy	
Technical Fit
Functional Fit
Competence Fit
Success Potential is…
Experience Fit
Cultural Fit
Resource Fit
@lincolnmurphy	
A Bad Fit Customer is…
Technical Fit
Functional Fit
Competence Fit
Experience Fit
Cultural Fit
Resource Fit
@lincolnmurphy	
A Bad Fit Customer is…
Technical Fit
Functional Fit
Competence Fit
Experience Fit
Cultural Fit
Resource Fit
stretch	customers
@lincolnmurphy	
Bad Fit vs. Stretch Customers
Bad-fit Customers
•  Can’t get value now
•  Can’t get value in a
realistic ti...
Customer.
SUCCESS.
When your
CUSTOMERS
Succeed...
YOU
Succeed!
Thank You!

@lincolnmurphy
lincoln@lincolnmurphy.com
Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmu...
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Success Potential: The Foundation of Customer Success

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Customer Successsuccess-potential-the-foundation-of-customer-success starts with acquiring customers that have Success Potential.

Customers that have Success Potential are said to be good-fit customers. This is the opposite of bad-fit customers that cannot get value from a relationship with us now or in the near future.

A typical reaction to any type of action that appears to limit your market is the Fear of Missing Out (FOMO).

So when I say that you should NOT do business with a customer that doesn't have Success Potential, FOMO is going to tell you that you should. FOMO is going to tell you that this is limiting YOUR potential, that it's lowering your Total Addressable Market (TAM).

But FOMO is wrong and if you let it dictate how you run your business, you're wrong, too.

Published in: Business
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Success Potential: The Foundation of Customer Success

  1. 1. Success Potential: The FOUNDATION of Customer Success
  2. 2. Avoid BAD FIT Customers
  3. 3. Acquire customers with
 SUCCESS POTENTIAL
  4. 4. Success Potential is not LIMITING...
  5. 5. Success Potential is FOCUSING
  6. 6. Total Addressable Market AM w/ Success Poten6al Today Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  7. 7. Total Addressable Market AM w/ Success Poten6al 6 months later Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  8. 8. Total Addressable Market AM w/ Success Poten6al 18 months later Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  9. 9. Total Addressable Market AM w/ Success Poten6al Today NO Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  10. 10. Total Addressable Market 6 months later AM w/ Success Poten6al Churned & Burned NO Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  11. 11. TAM 18 months later AM w/ Success Poten6al Churned & Burned NO Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  12. 12. Success Potential figures into…. •  Expected vs. Unexpected Churn •  Avoidable vs. Unavoidable Churn •  Internal Responsibility @lincolnmurphy h8p://sixteenventures.com/success-poten6al
  13. 13. @lincolnmurphy Technical Fit Functional Fit Competence Fit Success Potential is… Experience Fit Cultural Fit Resource Fit
  14. 14. It’s Not
 SUCCESS GUARANTEED @lincolnmurphy
  15. 15. @lincolnmurphy Technical Fit Functional Fit Competence Fit Success Potential is… Experience Fit Cultural Fit Resource Fit
  16. 16. @lincolnmurphy A Bad Fit Customer is… Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit Resource Fit
  17. 17. @lincolnmurphy A Bad Fit Customer is… Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit Resource Fit
  18. 18. stretch customers
  19. 19. @lincolnmurphy Bad Fit vs. Stretch Customers Bad-fit Customers •  Can’t get value now •  Can’t get value in a realistic timeframe no matter how much we hustle Stretch Customers •  Can get some value now •  Can get value in a realistic timeframe if we hustle
  20. 20. Customer. SUCCESS.
  21. 21. When your CUSTOMERS Succeed...
  22. 22. YOU Succeed!
  23. 23. Thank You!
 @lincolnmurphy lincoln@lincolnmurphy.com
  24. 24. Awesome! Thanks for your attention. Learn more about me at http://sixteenventures.com And contact me via lincoln@lincolnmurphy.com @LincolnMurphy Success Potential: The Foundation of Customer Success

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