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VTex Day 2017 Keynote: Sucesso do Cliente: Como aumentar receita e margem de lucro usando como guia a lealdade dos consumidores

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On May 31, 2017 in São Paulo, Brazil, Lincoln Murphy presented these slides in português at VTex Day 2017.

This is an overview of Customer Success for non-SaaS companies, specifically retail and ecommerce companies.

Published in: Marketing
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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VTex Day 2017 Keynote: Sucesso do Cliente: Como aumentar receita e margem de lucro usando como guia a lealdade dos consumidores

  1. 1. Sucesso do Cliente: Como aumentar receita e margem de lucro usando como guia a lealdade dos consumidores.
  2. 2. Lincoln Murphy @lincolnmurphy lincoln@lincolnmurphy.com
  3. 3. Ficar Mais Comprar Mais Espalhar a Palavra @lincolnmurphy
  4. 4. PODER
 é a capacidade de ALTERAR a situação dos outros
  5. 5. Você EXISTE para ALTERAR a situação de seus clientes
  6. 6. Faça seus CLIENTES
 poderosos!
  7. 7. Eles vão fazer VOCÊ poderoso!
  8. 8. COMO?
  9. 9. Ficar Mais Comprar Mais Espalhar a Palavra @lincolnmurphy
  10. 10. Venda 1 100% @lincolnmurphy Valor da vida útil do Cliente (LTV)
  11. 11. Venda 1 Venda 2 Venda 3 Venda 4 Venda 5 80% 20% @lincolnmurphy Valor da vida útil do Cliente (LTV)
  12. 12. Venda 1 Venda 2 Venda 3 Venda 4 Venda 5 > 95% < 5% @lincolnmurphy Valor da vida útil do Cliente (LTV)
  13. 13. Venda 1 Venda 2 Venda 3 Venda 4 Venda 5 > 98% < 2% Venda 6 @lincolnmurphy Valor da vida útil do Cliente (LTV)
  14. 14. Then why do you leave those four things to chance?
  15. 15. In fact, there’s a really strong possibility that you aren’t just not doing anything to make sure t
  16. 16. Alocação de Recursos Venda 1 Venda 2 Venda 3 Venda 4 Venda 5 < 2% > 98% Venda 6 @lincolnmurphy
  17. 17. Venda 1 Venda 2 Venda 3 Venda 4 Venda 5 80% 20% @lincolnmurphy Valor da vida útil do Cliente (LTV)
  18. 18. Venda 1 100% @lincolnmurphy Valor da vida útil do Cliente (LTV)
  19. 19. Você se torna VÍTIMA
 de seus clientes
  20. 20. É sua CULPA!
  21. 21. Mas você pode MUDAR!
  22. 22. Ficar Mais Comprar Mais Espalhar a Palavra @lincolnmurphy
  23. 23. Adquira clientes com
 POTENCIAL de SUCESSO
  24. 24. O Potencial de Sucesso é ESSENCIAL @lincolnmurphy
  25. 25. @LincolnMurphy Fit Técnico Fit Funcional Fit de Competências O Potencial de Sucesso é... Fit de Experiência Fit Cultural Fit de Recursos
  26. 26. Sem Potencial de Sucesso… @LincolnMurphy Fit Técnico Fit Funcional Fit de Competências Fit de Experiência Fit Cultural Fit de Recursos
  27. 27. Sem Potencial de Sucesso… @LincolnMurphy Fit Técnico Fit Funcional Fit de Competências Fit de Experiência Fit Cultural Fit de Recursos
  28. 28. Ficar Mais Comprar Mais Espalhar a Palavra @lincolnmurphy
  29. 29. Adquira clientes com
 POTENCIAL de SUCESSO
  30. 30. O SUCESSO
 não É GARANTIDO! @lincolnmurphy
  31. 31. @lincolnmurphy Espectro de Adequação Não está pronto! Agora está pronto!
  32. 32. But none of that maCers if you’re bringing in bad-fit customers.
  33. 33. Resultado Necessário Experiência Apropriada Resultado Desejado O QUE o cliente precisa atingir COMO ele precisa atingir@lincolnmurphy
  34. 34. CaracterísNcas do Cliente Método Cliente (segmento) Resultado Desejado @lincolnmurphy Resultado Necessário Experiência Apropriada
  35. 35. Resultado Desejado Sucesso do cliente é quando os clientes atingem o interaçõesmeio com a sua empresa. “ ” -  Lincoln Murphy @lincolnmurphy das por
  36. 36. Sucesso do Cliente NÃO é... •  Somente para SaaS •  Só um departamento •  Suporte/Atendimento •  Gerenciamento de Contas •  Mitigação de Churn •  Reter clientes •  “Ver como o cliente está” •  Levar o cliente no colo, Felicidade ou Deleite @lincolnmurphy
  37. 37. Resultado Desejado Sucesso do cliente é quando os clientes atingem o interações com a sua empresa. “ ” -  Lincoln Murphy @lincolnmurphy meio das por
  38. 38. Interações Começam CEDO
  39. 39. Gestão de Sucesso do Cliente é o processo de mover o cliente para o Resultado Desejado, que está sempre em evolução. “ ” -  Lincoln Murphy @lincolnmurphy
  40. 40. Gerenciamento do Sucesso do Cliente é... •  Segmentação •  Orquestração •  Intervenção •  Métricas •  Expansão •  Comunicação •  Instrumentação •  Operacionalização
  41. 41. If you have Customer Success PracNNoners that don’t want to discuss upsel
  42. 42. Churn é o SINTOMA e não a doença @lincolnmurphy
  43. 43. O sucesso do CLIENTE é NOSSO sucesso
  44. 44. Ficar Mais Comprar Mais Espalhar a Palavra @lincolnmurphy
  45. 45. 5 Idéias do Sucesso do Cliente do Ecommerce
  46. 46. Faça seus CLIENTES
 poderosos!
  47. 47. Eles vão fazer VOCÊ poderoso!
  48. 48. Valeu!

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