The Secret to Rapid Growth in Any Market: Take your company to the next level with Customer Success

1. THE SECRET TO RAPID GROWTH IN ANY MARKET Lincoln Murphy, Founder Sixteen Ventures Take your company to the next level with Customer Success Presented at Resultados Digitais & SalesHacker workshops in Brazil October 2015

2. Lincoln Murphy @lincolnmurphy

3. “The purpose of business is to create and keep a customer.”

5. Hand Raising Clinic!

7. Customer Success is Hot • Part of the SaaS Business Model now • Driver of Customer Lifetime Value (LTV) • Longer Lifetime • More Revenue • Second Order Revenue Copyright © 2015 Sixteen Ventures. All rights reserved.

11. The initial sale is critical, but it’s just the tip of the iceberg

12. The initial sale is critical, but it’s just the tip of the iceberg

18. Desired Outcome is Transformational 1. Acquire the Best Customers 2. Engage & Deliver Value Quickly 3. Expand Their Investment 4. Mobilize your Advocates 5. Retain & Renew Customers Copyright © 2015 Sixteen Ventures. All rights reserved.

20. Copyright © 2015 Sixteen Ventures. All rights reserved. Required Outcome Appropriate Experience (this is the Job to be Done and the Minimum features & functionality that get you in the game) Polished UI 24/7 telephone support Online, contextual help Community support Desired Outcome

26. The Success Gap • Their Desired Outcome may only be achieved outside of your product • Understand and bridge this gap • Hold customers accountable when outside of your control Copyright © 2015 Sixteen Ventures. All rights reserved.

31. Create Success Milestones Invoicing App Free Trial Example 1. Prospect needs to invoice a new client 2. Prospect signs-up for a 30 Day Free Trial 3. They configure account & add a way to get paid 4. They create the invoice & add the client 5. They complete and send the invoice 6. Their client pays the invoice online on day 2 of 30. 7. Tell the prospect they got paid and ask for the sale Copyright © 2015 Sixteen Ventures. All rights reserved.

32. Create Success Milestones Invoicing App Free Trial Example 1. Prospect needs to invoice a new client 2. Prospect signs-up for a 30 Day Free Trial 3. They configure account & add a way to get paid 4. They create the invoice & add the client 5. They complete and send the invoice 6. Their client pays the invoice online on day 2 of 30. 7. Tell the prospect they got paid and ask for the sale Copyright © 2015 Sixteen Ventures. All rights reserved.

33. Create Success Milestones Ecommerce Store Builder Example (Customer POV) 1. Create the Store 2. Figure out how to get paid 3. Stock the virtual shelves 4. Get feedback on the design 5. Open for Business 6. Get customers (Success Gap?) 7. Make their First Sale! Copyright © 2015 Sixteen Ventures. All rights reserved.

34. Create Success Milestones Ecommerce Store Builder Example (In-App) 1. Sign-up 2. Create the Store 3. Customize the Store 4. Setup Payment Method 5. Add & Configure Items 6. Soft-launch Store w/ Friends and Family 7. Publish Store and Promote 8. Email them about the Frist Sale Copyright © 2015 Sixteen Ventures. All rights reserved.

35. Copyright © 2015 Sixteen Ventures. All rights reserved. Customer In-App (what do they need to do to be successful with your product?) (what do they need to do in the product to achieve their Desired Outcome?) Success Milestones

36. Copyright © 2015 Sixteen Ventures. All rights reserved. Step Success Milestones In-App Customer Potential Success Gap Meaningful Activity Note 1 Determine Ideal Customer Profile ✔ ✔ 2 Identify companies that match ICP ✔ ✔ 3 Scrape contacts at those companies ✔ ✔ 3rd party integration opp 4 Add Prospects to database ✔ ✔ not meaningful on it's own 5 Email the prospect through the system ✔ ✔ not meaningful on it's own 6 Have conversation with prospect through the system ✔ ✔ ✔ 7 Mark prospect as qualified or not ✔ ✔ 8 Register prospect for live demo ✔ ✔ 3rd party integration opp 9 Close the prospect ✔ ✔ 10 Mark prospect as won ✔ ✔

42. “The purpose of business is to create and keep a customer.”

43. Lincoln Murphy @lincolnmurphy

44. For a Deep-Dive on Customer Success http://sixteenventures.com/shbrazil