Lincoln Murphy presented on scaling customer success. Customer success is achieved when customers accomplish their desired outcomes through interactions with a company. To drive growth, companies must help customers evolve and succeed with renewals and expansions. Effective customer success management involves segmentation, orchestration, interventions, measurements and helping customers achieve their evolving desired outcomes through appropriate experiences. When customers succeed, the company succeeds through increased retention, reputation and value.
11. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy
12. Customer Success is NOT...
• Just a Department
• Only Account
Management
• Customer Support
• Churn Mitigation
• Saving Customers
• “Checking in" with
customers
• Customer hand-
holding
• About Happiness or
Delight
@lincolnmurphy
64. Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
Scaling Customer Success