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Exponential Growth: Using Data to Drive Customer Ascension

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Customer Success-driven Growth – seeing Customer Success not as a way to simply make customers “happy” or reduce churn, but as a true Growth Engine – is all about driving expansion (upsells, add-ons, land and expand, viral expansion, etc.), but in a way that absolutely requires a baseline focus on the customer’s success.

Growth that occurs as part of the customer’s evolution and success is growth that is Rapid, Exponential, and Efficient, and Sustainable. As customers succeed and evolve, their relationship with you should evolve and grow as well; but you have to ensure that happens.

The key to making expansion within - and from - your customer base work in a way that is customer-positive at scale is knowing exactly what expansion offer to present to the customer and when to do it.

In this webinar, you’ll learn how to use customer data to:

Make effortless, no-selling-required upsells (no, seriously)
Quickly double (or more!) recurring revenue
Get customers to spread the word about you on a consistent basis
Encourage viral expansion in even the most boring products
And much more
Join Lincoln Murphy, Customer Success-driven Growth Architect at Sixteen Ventures...

Publié dans : Marketing
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Exponential Growth: Using Data to Drive Customer Ascension

  1. 1. Exponential Growth: Using Data to Drive Customer Ascension LINCOLN MURPHY - GROWTH @ SIXTEEN VENTURES
  2. 2. @Kissmetrics #Kisswebinar @thuelmadsen
  3. 3. Thue is the Kissmetrics Webinar Wizard and Marketing Ops Manager. Before joining forces with Kissmetrics, he was a Lyft driver in SF, which is also how he ended up as a Kissmetrics marketer. Whenever Thue is not trying to automate everything around him, you can find him hiking in the Sierras. THUE MADSEN Marketing Operations Manager, Kissmetrics @ThueLMadsen Lincoln Murphy is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker, and one of the earliest evangelists for Customer Success. As founder of Sixteen Ventures, he’s used Customer Success to drive growth across the entire customer lifecycle for more than 400 SaaS and enterprise software companies worldwide. LINCOLN MURPHY Growth Architect, Sixteen Ventures @lincolnmurphy
  4. 4. @16v #Kisswebinar @lincolnmurphy
  5. 5. 1 Section One - Customer Success-driven Growth Overview Success Potential Desired Outcome Success Milestones Success Vector 2 Section Two - Foundation Customer Success-driven Growth 3 Section Three - Take Massive Action TABLE OF CONTENTS #Kisswebinar Make effortless, no-selling-required upsells (no, seriously) Quickly double (or more!) recurring revenue Get customers to spread the word about you on a consistent basis Encourage viral expansion in even the most boring products
  6. 6. WATCH WEBINAR RECORDING NOW
  7. 7. Section 1: Customer Success-driven Growth “LOAD THE SPACESHIP WITH ROCKET FUEL” - ULTIMATE WARRIOR
  8. 8. Customer Success is when your customers achieve their Desired Outcome through their interactions with your company
  9. 9. Customer Success Management is the proactive orchestration of the customer’s journey toward their ever- evolving Desired Outcome.
  10. 10. Customer Success-driven Growth is growth that occurs as part of the customer’s evolution and success.
  11. 11. Section 2: Foundation of Customer Success-driven Growth “I LAY IT OUT, FOR Y’ALL TO PLAY IT OUT” - HUGGY BEAR
  12. 12. SUCCESS POTENTIAL #Kisswebinar
  13. 13. DESIRED OUTCOME #Kisswebinar
  14. 14. DESIRED OUTCOME DETAILS #Kisswebinar
  15. 15. SUCCESS MILESTONES #Kisswebinar
  16. 16. SUCCESS VECTOR #Kisswebinar
  17. 17. Section 3: Take Massive Action GO BIG AND GO HOME (YOU CAN HAVE BOTH)
  18. 18. EFFORTLESS UPSELLING #Kisswebinar Orchestration + Logical Intervention + Appropriate Offer
  19. 19. TWEET OF THE DAY Orchestration + Logical Intervention + Appropriate Offer = Effortless Upselling @NEILPATEL @Kissmetrics @LincolnMurphy #Kisswebinar
  20. 20. ORCHESTRATION #Kisswebinar
  21. 21. LOGICAL INTERVENTION #Kisswebinar Time Milestone Trigger
  22. 22. LOGICAL INTERVENTION #Kisswebinar
  23. 23. APPROPRIATE OFFER #Kisswebinar •Add-ons •Licenses or Seats •Additional Capacity •Services •Training •Internal Expansion
  24. 24. QUICKLY DOUBLE RECURRING REVENUE #Kisswebinar
  25. 25. QUICKLY DOUBLE RECURRING REVENUE #Kisswebinar Short-circuit Offer + Ascension Offer = Exponential Growth
  26. 26. GET CUSTOMERS TO SPREAD THE WORD #Kisswebinar Timing Success VectorAppropriateness
  27. 27. GET CUSTOMERS TO SPREAD THE WORD #Kisswebinar
  28. 28. ENCOURAGE VIRAL EXPANSION #Kisswebinar Timing PrescriptiveInfiltrate their Network
  29. 29. LEARN MORE NOW Discover how Kissmetrics can help you optimize your marketing
  30. 30. LINCOLN MURPHY Customer Success-driven Growth @16v @lincolnmurphy lincoln@lincolnmurphy.com THUE MADSEN Marketing Operations Manager, Kissmetrics @ThueLMadsen tmadsen@kissmetrics.com Questions?

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