The document discusses the importance of developing a customer success strategy, emphasizing that customer success is about aiding customers in achieving their desired outcomes through their interactions with a company. It outlines the proactive orchestration of the customer's journey, the significance of mapping success milestones, and the integration of technology to enhance customer success management. It underscores that customer success is a collective responsibility within the organization.

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.
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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