Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization? Accurately defining your Desired Outcomes for each customer segment Outlining the roadmap to your customer's Desired Outcome Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.

1. Developing the
ULTIMATE CUSTOMER SUCCESS
Strategy

2. Should you Charge for Customer Success?
Omid Razavi
Lincoln Murphy
Customer Success Evangelist
Gainsight

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

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

8. Customer Success is when
your customers achieve
their Desired Outcome
through their interactions
with your company.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

9. Copyright© 2016 Sixteen Ventures. All Rights Reserved.

10. Customer Success as a Purpose
Desired
Outcome
Adoption Expansion AdvocacyRetention
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11. Customer Success Management is
the proactive orchestration of the
customer’s journey toward their
ever-evolving Desired Outcome.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

12. Customer Success
Management is
Real
Customer Relationship
Management

13. Customer Success is
everyone’s business.

14. Creating the Ultimate
Customer Success Strategy

15. Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Desired Outcome Mapping

16. Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Desired Outcome Mapping

17. Desired Outcome Mapping
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18. Mapping Success Milestones
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19. Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Mapping Success Milestones

20. Joint Accountability
Them Us
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21. Success Gaps
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22. Time vs. Data-Based Engagement

23. Use Technology to Scale

24. Customer Success is when
your customers achieve
their Desired Outcome
through their interactions
with your company.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

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

26. Lincoln Murphy
Customer Success Evangelist
Gainsight
Questions?
@lincolnmurphy
lmurphy@gainsight.com

27. Dan Steinman
Chief Customer Officer
Gainsight
Is Customer Success Worth It?
Kate Leggett
Vice President & Principle Analyst
Forrester
February 18 2015 – 10:00 am – 11:00am PST