On March 8, 2017 in San Francisco, California at the inagural Revenue Summit 2017, Lincoln Murphy gave the opening keynote on Day 2, kicking off the day with Customer Success-driven shot in the arm. Customer Success-driven Growth is growth – upsells, cross-sells, customer advocacy, viral expansion, etc. – that occurs as part of the customer’s evolution and success. As customers succeed and evolve, their relationship with you should evolve and grow as well.

1. International Women’s Day
#WOCinTech

2. Lincoln Murphy
@lincolnmurphy
lincoln@lincolnmurphy.com

3. Where is my
PASSION?

4. As a customer,
I want my life to
SUCK LESS!

5. Stay longer
Buy More
Expand Internally
Advocate Externally
@lincolnmurphy

6. Then why do you leave those four things to chance?

7. In fact, there’s a really strong possibility that you aren’t just not doing anything to make sure t

8. You’re the
VICTIM
of your customers

9. It’s All Your
FAULT!

10. But you Can
CHANGE!

11. – Michael Josephson
“You don’t have to be
SICK to get BETTER.”

12. Stay longer
Buy More
Expand Internally
Advocate Externally
@lincolnmurphy

13. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy

14. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy

15. Interactions
Start
EARLY

16. “The seeds !
of churn are !
planted early” !
– Lincoln Murphy!
@lincolnmurphy!

18. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy

19. Required
Outcome
Appropriate
Experience
Desired Outcome
WHAT your
customer
needs to
achieve
HOW they
need to
achieve it@lincolnmurphy

20. Customer Success Management
is the process of moving the customer
toward their ever-evolving Desired
Outcome.
“
” - Lincoln Murphy
@lincolnmurphy

21. Customer
SUCCESS-
driven Growth

22. As customers
SUCCEED and
EVOLVE…

23. …their relationship
with us should
EVOLVE and GROW

24. But none of that maJers if you’re bringing in bad-fit customers.

25. stretch customers

26. @lincolnmurphy
Technical Fit
Functional Fit
Competence Fit
Success Potential is…
Experience Fit
Cultural Fit

27. Churn is the
SYMPTOM of an
Underlying Disease
@lincolnmurphy

29. We develop an Ideal Customer Profile and then find other types of custome

30. You’re sPll missing a big piece of the puzzle

31. Stop Acquiring
BAD FIT
Customers

32. Acquire
customers with
SUCCESS
POTENTIAL

33. So,… what have you been doing this whole Pme, then? Hmm…

34. @lincolnmurphy
Technical Fit
Functional Fit
Competence Fit
Success Potential is…
Experience Fit
Cultural Fit

35. Stay longer
Buy More
Expand Internally
Advocate Externally
@lincolnmurphy

36. It’s Not
SUCCESS
GUARANTEED
@lincolnmurphy

37. Customer
Success
Management
@lincolnmurphy

39. ARBITRARY
Time Box
@lincolnmurphy

40. RENEWAL &
EXPANSION are part
of the Customer’s
SUCCESS
@lincolnmurphy

41. Orchestration +
Logical Intervention +
Appropriate Offers =
Effortless Upselling
@lincolnmurphy

42. If you have Customer Success PracPPoners that don’t want to discuss upsel

43. Here’s the
SECRET…

44. This ALL applies
to SALES &
MARKETING
@lincolnmurphy

45. Required
Outcome
Appropriate
Experience
Desired Outcome
WHAT your
customer
needs to
achieve
HOW they
need to
achieve it@lincolnmurphy

46. “Enter the
conversation
already taking
place in your
customer’s mind.”
– Robert Collier

47. c. 1937
“Enter the
conversation
already taking
place in your
customer’s mind.”
– Robert Collier

48. Their Desired Outcome

49. The topic of the
conversation in their mind
Their Desired Outcome
@lincolnmurphy

50. Sales
Marketing
Customer
Success
Operationalized Enrichment
@lincolnmurphy

51. Of course, then you have to actually do what you said you'd do in the sales

52. Stay longer
Buy More
Expand Internally
Advocate Externally
@lincolnmurphy

53. Of course, then you have to actually do what you said you'd do in the sales

54. Make your
CUSTOMERS
powerful!

55. They’ll make
YOU
powerful!

56. Thank You!
@lincolnmurphy
lincoln@lincolnmurphy.com

57. Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
Put Your Customers In the Drivers
Seat and Go Full Throttle on
Growing Revenue