Customer Success has evolved rapidly from a way to simply make customers “happy” or reduce churn to driving a true growth engine for the business. There’s simply no more efficient – and done correctly, rapid, exponential, and sustainable – growth than growth within and from your existing customer base.
As customers succeed and evolve, their relationship with you should evolve and grow as well; but you have to ensure that happens. That’s Customer Success-driven Growth.
In this workshop we will cover:
- how the evolution of Customer Success should change your strategy
- what the 8 elements of Customer Success Management are and why they matter
- what these changes will look like inside your company (org structure, compensation models, etc)
- the keys to making expansion within - and from - your customer base work in a way that is customer-positive at scale
This will be interactive, so bring your questions; we don't want you to leave with any questions you came with, but you'll definitely leave with a lot of new ones!
Speaker: Lincoln Murphy
Lincoln Murphy is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker, and one of the earliest evangelists for Customer Success. As founder of Sixteen Ventures, he’s used Customer Success to drive growth across the entire customer lifecycle for more than 400 SaaS and enterprise software companies around the world.
11. 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 Calculation
19. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy
20. Customer Success is NOT...
• Just a Department
• Only Account
Management
• Customer Support
• Churn Mitigation
• Saving Customers
• “Checking in" with
customers
• Customer hand-
holding
• About Happiness or
Delight
@lincolnmurphy
71. Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
Developing The Ultimate Customer
Success Strategy