My presentation at PipelineDeals' Accelerate Sales 2015 conference all about Customer Success, Desired Outcome, and how to close the gap from post-sale to pre-sale growth.

1. THE SECRET TO RAPID GROWTH IN
ANY MARKET
Lincoln Murphy, Founder
Sixteen Ventures
Take your company to the next level
with Customer Success

2. Lincoln Murphy
@lincolnmurphy

5. 3 FUN FACTS ABOUT LINCOLN

6. Fun Fact #1

7. Fun Fact #2

8. Fun Fact #3

9. Take your company to the
next level with Customer
Success

10. Who’s heard of
Customer Success
before today?
Copyright © 2015 Sixteen Ventures. All rights reserved.

11. Hand
Raising
Clinic!

12. Who’s heard of
Customer Success
before today?
Copyright © 2015 Sixteen Ventures. All rights reserved.

13. Who has a
Recurring Revenue
Business?
Copyright © 2015 Sixteen Ventures. All rights reserved.

14. Who intends to do
business with a customer
more than one time?
Copyright © 2015 Sixteen Ventures. All rights reserved.

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

16. Develop a Sense of Urgency
around Value Delivery
Copyright © 2015 Sixteen Ventures. All rights reserved.

17. When your customers achieve
their Desired Outcome
through their interactions with
your company, that is
customer success.
Copyright © 2015 Sixteen Ventures. All rights reserved.

18. Copyright © 2015 Sixteen Ventures. All rights reserved.

19. VS.

21. Ready
Willing
Able
Acquisition Efficiency
Success Potential
Expansion Potential
Advocacy Potential
Copyright © 2015 Sixteen Ventures. All rights reserved.
Ideal Customer Profile

22. Ideal Customer Profile
Ready
Willing
Able
Acquisition Efficiency
Success Potential
Expansion Potential
Advocacy Potential
Copyright © 2015 Sixteen Ventures. All rights reserved.

23. Desired Outcome is Transformational
1. Acquire the Best Customers
2. Engage & Deliver Value Quickly
3. Expand Their Investment
4. Mobilize your Advocates
5. Retain & Renew Customers
Copyright © 2015 Sixteen Ventures. All rights reserved.

24. 1. ACQUIRE THE RIGHT
CUSTOMERS
Copyright © 2015 Sixteen Ventures. All rights reserved.

25. 2. ENGAGE & DELIVER VALUE QUICKLY
Copyright © 2015 Sixteen Ventures. All rights reserved.

26. Copyright © 2015 Sixteen Ventures. All rights reserved.
Success Milestones

27. 3. EXPAND THEIR INVESTMENT
Copyright © 2015 Sixteen Ventures. All rights reserved.

28. 4. MOBILIZE YOUR ADVOCATES
Copyright © 2015 Sixteen Ventures. All rights reserved.

29. 5. RETAIN & RENEW CUSTOMERS
Copyright © 2015 Sixteen Ventures. All rights reserved.

30. WHAT ABOUT CHURN?
Copyright © 2015 Sixteen Ventures. All rights reserved.

31. For a Deep-Dive on Customer Success
http://sixteenventures.com/pipelinedeals

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

33. For a Deep-Dive on Customer Success
http://sixteenventures.com/pipelinedeals