Lincoln Murphy's Exponential Growth Framework - SaaS North 2017
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Customer Success-driven Initial Traction for Startups - 2016 San Pedro Valley Summit
- 1. Customer Success-driven Initial Traction Hello, my name is Lincoln Murphy I’m excited to be presenting at: @LincolnMurphy
- 2. The Early Adopter MYTH
- 3. The biggest barrier to progress is NOT being DELIBERATE.
- 4. Deliberate is doing something CONSCIOUSLY and INTENTIONALLY
- 5. Don’t throw stuff at the wall to see WHAT STICKS
- 6. Avoid SLOPPY GROWTH
- 7. Grow BECAUSE of your effort, not IN SPITE of it
- 8. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” - Lincoln Murphy @lincolnmurphy
- 9. Customer Success is a GROWTH ENGINE
- 10. Customer SUCCESS- driven Growth
- 11. As customers SUCCEED and EVOLVE…
- 12. …their relationship with us should EVOLVE and GROW
- 13. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” - Lincoln Murphy @lincolnmurphy
- 14. Interactions Start EARLY
- 15. “The seeds ! of churn are ! planted early” ! – Lincoln Murphy! @lincolnmurphy!
- 16. ü Ready ü Willing ü Able ü Acquisition Efficiency ü Ascension Potential ü Advocacy Potential IDEAL CUSTOMER PROFILE
- 17. Don’t CHURN & BURN to LEARN!
- 18. Don’t Acquire BAD FIT Customers
- 19. Acquire customers with SUCCESS POTENTIAL
- 20. Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit @lincolnmurphy
- 21. Churn is the SYMPTOM of an Underlying Disease
- 22. Desired Outcome Customer Success is when customers achieve their interactions through with your companytheir “ ” - Lincoln Murphy @lincolnmurphy
- 23. Required Outcome Appropriate Experience Desired Outcome WHAT your customer needs to achieve HOW they need to achieve it@lincolnmurphy
- 24. Customer Characteris9cs Method Customer (segment) Desired Outcome @lincolnmurphy Required Outcome Appropriate Experience
- 25. Stay longer Buy More Expand Internally Advocate Externally @lincolnmurphy
- 26. Enter the conversation ALREADY taking place in your prospect’s mind
- 27. Their Desired Outcome
- 28. The topic of the conversation in their mind Their Desired Outcome
- 29. LOGICAL EXPANSION MODEL LOWER BARRIERS OPTIMIZE VALUE DELIVERY Deliberate Growth Model
- 30. EXPANSION is part of the Customer’s SUCCESS
- 31. Your success is DIRECTLY tied to their success
- 32. Customer. SUCCESS.
- 33. When your CUSTOMERS Succeed...
- 34. YOU Succeed!
- 35. Thank You! @lincolnmurphy lincoln@lincolnmurphy.com
- 36. Awesome! Thanks for your attention. Learn more about me at http://sixteenventures.com And contact me via lincoln@lincolnmurphy.com @LincolnMurphy Customer Success-driven Initial Traction
