On November 10, 2016, in Belo Horizonte, Brazil, at the 2016 San Pedro Valley Summit, Lincoln Murphy gave a keynote presentation on Customer Success-driven Initial Traction for Startups. Using the true definition of Customer Success as the backdrop for initial traction for very early-stage Startups is something few people talk about. But this presentation showed exactly why you should do this and how to make it work.

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!

17. ü Ready
ü Willing
ü Able
ü Acquisition Efficiency
ü Ascension Potential
ü Advocacy Potential
IDEAL
CUSTOMER
PROFILE

18. Don’t CHURN
& BURN to
LEARN!

19. Don’t Acquire
BAD FIT
Customers

20. Acquire
customers with
SUCCESS
POTENTIAL

21. Technical
Fit
Functional
Fit
Competence
Fit
Experience
Fit
Cultural
Fit
@lincolnmurphy

22. Churn is the
SYMPTOM of an
Underlying Disease

23. Desired Outcome
Customer Success is when customers achieve their
interactions
through with your
companytheir
“
” - Lincoln Murphy
@lincolnmurphy

24. Required
Outcome
Appropriate
Experience
Desired Outcome
WHAT your
customer
needs to
achieve
HOW they
need to
achieve it@lincolnmurphy

25. Customer
Characteris9cs
Method
Customer
(segment)
Desired Outcome
@lincolnmurphy
Required
Outcome
Appropriate
Experience

26. Stay longer
Buy More
Expand Internally
Advocate Externally
@lincolnmurphy

27. Enter the conversation
ALREADY taking place
in your prospect’s mind

28. Their Desired Outcome

29. The topic of the
conversation in their mind
Their Desired Outcome

30. LOGICAL
EXPANSION
MODEL
LOWER
BARRIERS
OPTIMIZE
VALUE
DELIVERY
Deliberate Growth Model

31. EXPANSION is part of
the Customer’s
SUCCESS

32. Your success is
DIRECTLY tied to
their success

33. Customer.
SUCCESS.

34. When your
CUSTOMERS
Succeed...

35. YOU
Succeed!

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

37. 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