This document discusses how customer success strategies can increase revenue and reduce customer churn. It defines customer success as proactively providing solutions to customer issues before problems arise, which turns customers into promoters of the company. The majority of revenue comes from existing customers. Measuring customer success includes tracking churn rate, monthly recurring revenue growth, and net promoter score. The customer success process involves ease of use, continued education, identifying champions, communication, and ensuring adoption. Reducing churn involves good customer service, continuous value delivery, recurring value, customer success programs, and addressing natural causes of churn.

1. How Customer Success Can Increase
Revenue and Reduce Churn
Naama Sireni | VP of Revenue | Lambda Solutions

2. “Customer Success is where 90% of the revenue
is. Essentially, the majority of your revenue is going
to come from your relationship with a customer
post-sale. One that is built through continued
engagement and nurturing”
Jason Lemkin | Managing Director | Storm Ventures
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3. 2 questions for your
consideration
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4. 1. How many of you
have happy
customers leaving
but unsatisfied
customers
staying?
4
Stickiness

5. 2. Does your product
create value?
5

6. Create Stickiness
&
Differentiate
6

7. What is Customer Success?
● Customer Success is the process of
anticipating customer challenges or
questions and proactively providing
solutions and answers to those issues
prior to them arising - Turns customers
into raving fans.
● A method to increasing upsells and
cross-sells through meeting the needs and
goals of your customers with the help of
your products and services.
The goal is to reduce churn, to keep customers
from choosing the competition.
7
“People buy
relationships,
not Products.

8. Why is Customer Success Important?8
● Reduce Churn- Directly impacting your bottom line
● Improves renewals and satisfaction
● Boosts revenue

9. Some Definitions
9

10. • Churn - Customer churn occurs when customers or subscribers
stop doing business with a company or service
• MRR - Monthly Recurring Revenue
• NPS - Net Promoter Score, measures customer experience
and predicts business growth
Definitions10

11. Measuring Customer
Success
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12. 1. Churn: Customer Churn %
2. Churn: MRR Churn %
4 KPIs to Measure Customer Success12
Source: https://www.drift.com/blog/customer-success-metrics/

13. 3. Expansion Revenue: Expansion MRR %
4. Customer Satisfaction: Net Promoter Score (NPS)
4 KPIs to Measure Customer Success13
Source: https://www.drift.com/blog/customer-success-metrics/

14. HOW LIKELY IS IT THAT YOU WOULD RECOMMEND [BRAND] TO A FRIEND OR COLLEAGUE?
● 0 - 6 = “detractors” (you don’t want to have many of these)
● 7 or 8 = “passives” (not necessarily bad … but not good either)
● 9 or 10 = “promoters” (in a perfect world, all of your customers would fall into this category)
NPS14
Source: https://www.teamsupport.com/blog/customer-success-net-promoter-score-nps

15. The Process of
Customer Success
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16. This is our secret sauce…. but here are some tips:
1. Ease of use = success
2. Continued education - training programs
3. Identify a champion
4. Continual communications
5. Adoption is king
The Process of Customer Success16

17. Avoiding Churn
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18. 1. Customer Service
2. Deliver continuous value
3. Recurring value is delivered monthly
4. Customer Success
5. Natural Causes
5 Ways to Avoid Churn18
Source: https://www.youtube.com/watch?v=gBRxAK_olEY
Dan Martell - Coach to high performing #SaaS founders, Award winning angel investor, 5x Founder, 3x exits
Reduce Churn & Improve Business

19. Key Takeaways
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20. 20
Q&A

21. Date: Thursday, February 27, 2020
Time: 9AM PST (12PM EST)
Registration Link:
https://www.lambdasolutions.net/resources/webinars/lear
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What’s Next?

22. THANK YOU!
22

23. Contact Us
23
+1.877.700.1118
sales@lambdasolutions.net
www.lambdasolutions.net