Success Potential: The Foundation of Customer Success

•

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Customer Successsuccess-potential-the-foundation-of-customer-success starts with acquiring customers that have Success Potential. Customers that have Success Potential are said to be good-fit customers. This is the opposite of bad-fit customers that cannot get value from a relationship with us now or in the near future. A typical reaction to any type of action that appears to limit your market is the Fear of Missing Out (FOMO). So when I say that you should NOT do business with a customer that doesn't have Success Potential, FOMO is going to tell you that you should. FOMO is going to tell you that this is limiting YOUR potential, that it's lowering your Total Addressable Market (TAM). But FOMO is wrong and if you let it dictate how you run your business, you're wrong, too.

Success Potential:
The FOUNDATION
of Customer Success

Avoid
BAD FIT
Customers

Acquire
customers with 
SUCCESS
POTENTIAL

Success
Potential is not
LIMITING...

Success
Potential is
FOCUSING

Total
Addressable
Market
AM w/
Success
Poten6al
Today
Success Potential FOCUS
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

Total
Addressable
Market
AM w/ Success
Poten6al
6 months later
Success Potential FOCUS
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

Total
Addressable
Market
AM w/ Success Poten6al
18 months later
Success Potential FOCUS
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

Total
Addressable
Market
AM w/
Success
Poten6al
Today
NO Success Potential FOCUS
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

Total
Addressable
Market
6 months later
AM w/ Success
Poten6al
Churned &
Burned
NO Success Potential FOCUS
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

TAM
18 months later
AM w/ Success Poten6al Churned & Burned
NO Success Potential FOCUS
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

Success Potential ﬁgures into….
•  Expected vs. Unexpected Churn
•  Avoidable vs. Unavoidable Churn
•  Internal Responsibility
@lincolnmurphy h8p://sixteenventures.com/success-poten6al

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

It’s Not 
SUCCESS
GUARANTEED
@lincolnmurphy

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

@lincolnmurphy
A Bad Fit Customer is…
Technical Fit
Functional Fit
Competence Fit
Experience Fit
Cultural Fit
Resource Fit

@lincolnmurphy
A Bad Fit Customer is…
Technical Fit
Functional Fit
Competence Fit
Experience Fit
Cultural Fit
Resource Fit

stretch customers

@lincolnmurphy
Bad Fit vs. Stretch Customers
Bad-ﬁt Customers
•  Can’t get value now
•  Can’t get value in a
realistic timeframe
no matter how
much we hustle
Stretch Customers
•  Can get some value
now
•  Can get value in a
realistic timeframe if
we hustle

Customer.
SUCCESS.

When your
CUSTOMERS
Succeed...

YOU
Succeed!

Thank You! 
@lincolnmurphy
lincoln@lincolnmurphy.com

Awesome! Thanks for your attention.
Learn more about me at http://sixteenventures.com
And contact me via lincoln@lincolnmurphy.com
@LincolnMurphy
Success Potential: The Foundation
of Customer Success

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5. Success Potential is FOCUSING

6. Total Addressable Market AM w/ Success Poten6al Today Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al

7. Total Addressable Market AM w/ Success Poten6al 6 months later Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al

8. Total Addressable Market AM w/ Success Poten6al 18 months later Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al

9. Total Addressable Market AM w/ Success Poten6al Today NO Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al

10. Total Addressable Market 6 months later AM w/ Success Poten6al Churned & Burned NO Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al

11. TAM 18 months later AM w/ Success Poten6al Churned & Burned NO Success Potential FOCUS @lincolnmurphy h8p://sixteenventures.com/success-poten6al

12. Success Potential ﬁgures into…. •  Expected vs. Unexpected Churn •  Avoidable vs. Unavoidable Churn •  Internal Responsibility @lincolnmurphy h8p://sixteenventures.com/success-poten6al

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

14. It’s Not  SUCCESS GUARANTEED @lincolnmurphy

15.

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

17. @lincolnmurphy A Bad Fit Customer is… Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit Resource Fit

18. @lincolnmurphy A Bad Fit Customer is… Technical Fit Functional Fit Competence Fit Experience Fit Cultural Fit Resource Fit

19. stretch customers

20. @lincolnmurphy Bad Fit vs. Stretch Customers Bad-ﬁt Customers •  Can’t get value now •  Can’t get value in a realistic timeframe no matter how much we hustle Stretch Customers •  Can get some value now •  Can get value in a realistic timeframe if we hustle

21. Customer. SUCCESS.

22. When your CUSTOMERS Succeed...

23. YOU Succeed!

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

25. Awesome! Thanks for your attention. Learn more about me at http://sixteenventures.com And contact me via lincoln@lincolnmurphy.com @LincolnMurphy Success Potential: The Foundation of Customer Success