This presentation - 10 Customer Success Growth Hacks to Drive Up LTV - is by renowned SaaS Expert and Growth Hacker Lincoln Murphy of Gainsight.
The 10 Customer Success Growth Hacks to Increase LTV are:
1. Pitch your CSM Program
2. TTFV: Time to First Value
3. Success Goals Kick-off Meeting
4. Ban the Check-in Call
5. Mutually Assured Success
6. People-Powered Retention Engine
7. Orchestrated Advocacy
8. Accelerate Up-Sell Cycle
9. Churn Hazard Early Warning System
10. Celebrate your Customers’ Success
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.