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The Secret to Rapid Growth in Any Market: Take your company to the next level with Customer Success

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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.

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The Secret to Rapid Growth in Any Market: Take your company to the next level with Customer Success

  1. 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. 2. Lincoln Murphy @lincolnmurphy
  3. 3. 3 FUN FACTS ABOUT LINCOLN
  4. 4. Fun Fact #1
  5. 5. Fun Fact #2
  6. 6. Fun Fact #3
  7. 7. Take your company to the next level with Customer Success
  8. 8. Who’s heard of Customer Success before today? Copyright © 2015 Sixteen Ventures. All rights reserved.
  9. 9. Hand Raising Clinic!
  10. 10. Who’s heard of Customer Success before today? Copyright © 2015 Sixteen Ventures. All rights reserved.
  11. 11. Who has a Recurring Revenue Business? Copyright © 2015 Sixteen Ventures. All rights reserved.
  12. 12. Who intends to do business with a customer more than one time? Copyright © 2015 Sixteen Ventures. All rights reserved.
  13. 13. The initial sale is critical, but it’s just the tip of the iceberg
  14. 14. Develop a Sense of Urgency around Value Delivery Copyright © 2015 Sixteen Ventures. All rights reserved.
  15. 15. When your customers achieve their Desired Outcome through their interactions with your company, that is customer success. Copyright © 2015 Sixteen Ventures. All rights reserved.
  16. 16. Copyright © 2015 Sixteen Ventures. All rights reserved.
  17. 17. VS.
  18. 18. Ready Willing Able Acquisition Efficiency Success Potential Expansion Potential Advocacy Potential Copyright © 2015 Sixteen Ventures. All rights reserved. Ideal Customer Profile
  19. 19. Ideal Customer Profile Ready Willing Able Acquisition Efficiency Success Potential Expansion Potential Advocacy Potential Copyright © 2015 Sixteen Ventures. All rights reserved.
  20. 20. 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.
  21. 21. 1. ACQUIRE THE RIGHT CUSTOMERS Copyright © 2015 Sixteen Ventures. All rights reserved.
  22. 22. 2. ENGAGE & DELIVER VALUE QUICKLY Copyright © 2015 Sixteen Ventures. All rights reserved.
  23. 23. Copyright © 2015 Sixteen Ventures. All rights reserved. Success Milestones
  24. 24. 3. EXPAND THEIR INVESTMENT Copyright © 2015 Sixteen Ventures. All rights reserved.
  25. 25. 4. MOBILIZE YOUR ADVOCATES Copyright © 2015 Sixteen Ventures. All rights reserved.
  26. 26. 5. RETAIN & RENEW CUSTOMERS Copyright © 2015 Sixteen Ventures. All rights reserved.
  27. 27. WHAT ABOUT CHURN? Copyright © 2015 Sixteen Ventures. All rights reserved.
  28. 28. For a Deep-Dive on Customer Success http://sixteenventures.com/pipelinedeals
  29. 29. “The purpose of business is to create and keep a customer.”
  30. 30. For a Deep-Dive on Customer Success http://sixteenventures.com/pipelinedeals

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